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Total Quality Management in Public Transportation
Total Quality Management in Public Transportation
Report Number: RRD-003
The objectives of TCRP Research Project F-3 are to identify, evaluate, and recommend applications of potentially successful methods of implementing Total Quality Management (TQM) in public transportation to increase ridership through improved customer satisfaction, to increase productivity, and to reduce costs. This Research Results Digest presents the Phase I findings of this two-phase project in the following sections: Introduction; What Is TQM?; Study Objectives and Scope; Historical Perspective on Management; TQM in the Public Transportation Industry; TQM Principles for the Public Transportation Industry; Lessons of Success and Failure in TQM; Pilot TQM Initiatives; and Research Results, Documentation, and Products. Appendix A contains a 10-page bibliography and Appendix B a glossary.

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