INTRODUCTION
At the end of the 20th century, changes in demographic patterns and employee expectations, shifts in societal demands, increased competition and fiscal constraints, and the requirements of adopting new technologies have made many traditional business practices obsolete. To meet these broad challenges, growing numbers of American businesses have adopted the principles of Total Quality Management (TQM) to improve the responsiveness of their products and services. These adopted principles have influenced system changes that may increase customer and employee satisfaction, reduce costs, and improve productivity. The transit industry faces many of these same challenges. The principles of TQM appear to hold promise as a way to improve transit service, increase ridership, and fulfill transit's broad social mission. However, to date, only a few agencies have introduced innovative TQM-based practices.
WHAT IS TQM?
TQM is a management philosophy concerned with people and work processes that focuses on customer satisfaction and improves organizational performance. TQM requires an enterprise to systematically energize, manage, coordinate, and improve all business activities in the interest of customers. TQM requires mprovements throughout an organization to reduce waste and rework, to lower costs, and to increase productivity. Quality is no longer merely the province of service inspectors,
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At the end of the 20th century, changes in demographic patterns and employee expectations, shifts in societal demands, increased competition and fiscal constraints, and the requirements of adopting new technologies have made many traditional business practices obsolete. To meet these broad challenges, growing numbers of American businesses have adopted the principles of Total Quality Management (TQM) to improve the responsiveness of their products and services. These adopted principles have influenced system changes that may increase customer and employee satisfaction, reduce costs, and improve productivity. The transit industry faces many of these same challenges. The principles of TQM appear to hold promise as a way to improve transit service, increase ridership, and fulfill transit's broad social mission. However, to date, only a few agencies have introduced innovative TQM-based practices.
WHAT IS TQM?
TQM is a management philosophy concerned with people and work processes that focuses on customer satisfaction and improves organizational performance. TQM requires an enterprise to systematically energize, manage, coordinate, and improve all business activities in the interest of customers. TQM requires mprovements throughout an organization to reduce waste and rework, to lower costs, and to increase productivity. Quality is no longer merely the province of service inspectors,
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