TOTAL QUALITY MANAGEMENT: EXPERIENCE OF FOUR TRANSIT SYSTEMS

摘要: Total Quality Management (TQM), a concept concerned with people and work processes, focuses on customer satisfaction. This article examines the key elements of TQM highlights four transit systems that have made great strides toward TQM. The information these is based presentations at 1992 Transportation Research Board Annual Meeting session in Transit. Speakers were Paul J. Larrousse, Madison Metro Transit System (Wisconsin); Tracy E. Peterson, Municipality Metropolitan Seattle (Washington); Ronald Hartman, Maryland Mass Administration (Baltimore, Maryland); William W. Millar, Port Authority Allegheny County (Pittsburgh, Pennsylvania).