Quality Journey: A TQM Roadmap for Public Transportation

摘要

The guidebook highlights significant aspects of Total Quality Management (TQM),relates TQM to public transit, and provides suggested references and a glossary on the subject. This guidebook distills the findings of the research project into 'how to' tips and examples that focus on the three phases of TQM implementation: the foundation phase, the momentum phase, and the commitment phase. The intent of this research was to identify, evaluate, and recommend applications of potentially successful methods of implementing TQM in public transportation to increase ridership through improved customer satisfaction, to increase productivity, and to reduce cost. The research was undertaken because there was no significant and systematic effort within the transit industry to evaluate applications of TQM, to disseminate information regarding successful strategies, and to develop a body of practical resources specifically designed for transit.