This report presents the results of a study of "Total Quality Management in Public Transportation". Research findings provide an historical perspective of Total Quality Management (TQM), highlight important events in the private and public sectors, and delineate principles of TQM for the transit industry. The 1994 efforts of four transit agencies in launching TQM initiatives are described including a chronology and assessment of their progress through early 1995. Observation and assessment of the transit agencies indicate that real progress was achieved. Employee surveys, which were conducted before launching the initiatives and after one-year, yielded significant statistical evidence that the employees surveyed think their organizations are changing for the better. Transit agency leadership, both labor and management, deserves much of the credit for willingly assuming risks that accompany a commitment to organizational change. Appendices include a TQM bibliography, six case studies about TQM in the private sector, and three case studies in public transportation. The appendices also contain a glossary of terms, a description of TQM tools and techniques, and findings from two TQM surveys conducted in the public transportation industry. In addition to this report, the project also produced a TQM video and guidebook for the public transportation industry.

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  • Supplemental Notes:
    • Distribution, posting, or copying of this PDF is strictly prohibited without written permission of the Transportation Research Board of the National Academy of Sciences. Unless otherwise indicated, all materials in this PDF are copyrighted by the National Academy of Sciences. Copyright © National Academy of Sciences. All rights reserved
  • Corporate Authors:

    Transportation Research Board

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  • Authors:
    • MacDorman, L C
    • MacDorman, J C
    • Fleming, W T
  • Publication Date: 1995


  • English

Media Info

  • Features: Appendices;
  • Pagination: 77 p.
  • Serial:
    • TCRP Report
    • Issue Number: 8
    • Publisher: Transportation Research Board
    • ISSN: 1073-4872

Subject/Index Terms

Filing Info

  • Accession Number: 00716813
  • Record Type: Publication
  • ISBN: 0309057116
  • Report/Paper Numbers: Project F-3 FY '92,, HS-042 200
  • Files: HSL, TRIS, TRB, ATRI
  • Created Date: Feb 7 1996 12:00AM