TOTAL QUALITY MANAGEMENT: A SERVICE STRATEGY FOR THE '90S AND BEYOND

I K. Takyi

Document Type

Journal Article

Publication Date

1995

Subject Area

organisation - management, mode - mass transit

Keywords

Transit services, Transit, Total quality management, Ridership, Quality control, Public transit, Product inspection, Patronage (Transit ridership), Mass transit, Market share, Management, Local transit, Level of service, Improvements, Employee participation, Decision making, Customer service

Abstract

Continued loss of market share may prompt transit system officials to rethink traditional management practices and opt for Total Quality Management (TQM). TQM is an organization strategy that concentrates of developing and involving employees in agency decision making, and improving work processes to meet or exceed customer expectations. In a nutshell, TQM emphasizes customer satisfaction, process improvement, employee empowerment, and continuous improvement. This article discusses innovative TQM-based techniques, including the current initiatives of some transit agencies. In order to successfully apply TQM strategies, an agency must understand what constitutes transit service, who transit customers are, what their expectations are, and what management requirements are necessary to meet customer expectations. These issues are addressed in detail.

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