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.

• Corporate Authors:

  American Public Transportation Association

  1666 K Street, NW, Suite 1100
  Washington, DC  United States  20006
• Authors:
  • Carnell, D S
  • Allen, M M
• 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