Transportation organizations, particularly public transport corporations, have not followed the lead of manufacturing or other service industries in adopting Total Quality Management (TQM). In recent years, quality has become an important competitive strategy in the global market. In near future, due to World Trade Organization agreements, globalization, and competitiveness, transport organizations have no choice other than adopting TQM for their survival. This article presents a background on TQM and addresses the imperatives of using this strategy in transport organizations. The article examines total quality transportation (TQT) and its organizational structure and implementation model in relation to Deming’s 14 points. The model presented in this research provides enhanced tactics for transportation quality and customer satisfaction.
Metri, Bhimaraya A.
Total Quality Transportation Through Deming’s 14 Points.
Journal of Public Transportation, 9 (4): 35-46.
Available at: http://scholarcommons.usf.edu/jpt/vol9/iss4/3