QUALITY: A TOOL FOR CHANGE WITH THE COMPANY

Moving towards the "customer-orientated" company involves developing motivational tools that are accepted by the company and provide the potential for change. The Quality Cycle (QC) method, developed by RATP (Regie autonome des transports parisens, the Paris city transport authority) and adopted by several other networks in France and Europe is one tool encouraging change in the company. This paper presents a theoretical framework of the QC model using customer satisfaction surveys and opinions.

• Supplemental Notes:
  • Full conference proceedings available on CD-ROM.
• Corporate Authors:

  International Association of Public Transport (UITP)

  Rue Sainte Marie 6
  Brussels,   Belgium  BE-1080
• Authors:
  • Averous, B
• Conference:
  • An Urban and Congestion Free 21st Century. The 53rd UITP International Congress
  • Location: Toronto, Canada
  • Date: 1999-5-23 to 1999-5-28
• Publication Date: 1999

Language

• English

Media Info

• Pagination: 5p

Subject/Index Terms

• TRT Terms: Customer satisfaction; Customer service; Public transit; Quality control; Quality of service; Rail transit; Theoretical studies
• Geographic Terms: Paris (France)
• Subject Areas: Data and Information Technology; Public Transportation; Safety and Human Factors;

Filing Info

• Accession Number: 00812074
• Record Type: Publication
• Files: TRIS
• Created Date: Jun 6 2001 12:00AM