CUSTOMER DEFINED QUALITY STANDARDS: THE LINK BETWEEN MARTA'S PERFORMANCE EXCELLENCE SYSTEM, STRATEGIC PLANNING AND CUSTOMER SATISFACTION RESEARCH
The paper describes Metropolitan Atlanta Rapid Transit Authority's performance excellence system as the framework for: strategic planning; customer satisfaction research; and customer defined quality standards.
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Corporate Authors:
American Public Transportation Association
1666 K Street, NW, Suite 1100
Washington, DC United States 20006 -
Authors:
- Carnell, D S
- Allen, M M
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Conference:
- Rail Transit Conference, 2000
- Location: St. Louis Missouri
- Date: 2000-6-10 to 2000-6-15
- Publication Date: 2000
Language
- English
Media Info
- Features: Figures; Tables;
- Pagination: p. 439-442
- Monograph Title: RAIL TRANSIT CONFERENCE PROCEEDINGS
Subject/Index Terms
- TRT Terms: Customer service; Passenger handling; Performance evaluations; Quality assurance; Quality of service; Strategic planning; User benefits
- Identifier Terms: Metropolitan Atlanta Rapid Transit Authority
- Geographic Terms: Atlanta (Georgia)
- Subject Areas: Finance; Public Transportation; Society;
Filing Info
- Accession Number: 00796149
- Record Type: Publication
- Files: TRIS
- Created Date: Jul 5 2000 12:00AM