00722608

Component

https://onlinepubs.trb.or...trcircular/460/460-015.pdf

This presentation is a case study of the application of total quality management (TQM) at Cincinnati's METRO. Employees at METRO formed teams to develop an organizational vision statement and implement programs and procedures consistent with that vision. The effectiveness of METRO's efforts is seen in the reduction of preventable accidents and customer service complaints and in the increase in ridership.

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.

00722593

English

p. 40-41

1996-4

Transportation Research Circular

Public Transportation Management and Planning in a Rapidly Changing Environment: Strategies for Survival

Digital/other

Case studies; Management; Measures of effectiveness; Public transit; Quality control; Total quality management; Workshops

Effectiveness

Cincinnati (Ohio)

Cincinnati (Ohio)

Administration and Management; Highways; Planning and Forecasting; Public Transportation

TRIS, TRB

Jun 20 1996 12:00AM

• ALTERNATIVE SERVICE PROVISION. PRESENTATION AT WORKSHOP SESSION ON: ADDRESSING OUR CHALLENGES: SOLUTIONS "OUTSIDE THE BOX"
• BIG RESEARCH AT A SMALL AGENCY. PRESENTATION AT WORKSHOP SESSION ON: USING MARKET RESEARCH TO IMPROVE TRANSIT MANAGEMENT AND SERVICE DECISIONS
• CHALLENGES IN SALT LAKE CITY. PRESENTATION AT WORKSHOP SESSION ON: THE CHANGING ENVIRONMENT IN PUBLIC TRANSPORTATION MANAGEMENT AND PLANNING
• EARNING CUSTOMER LOYALTY: RESEARCH, INCENTIVES, SATISFACTION. PRESENTATION AT WORKSHOP SESSION ON: USING MARKET RESEARCH TO IMPROVE TRANSIT MANAGEMENT AND SERVICE
• EXPERIENCES IN CHANGING THE SERVICE PROVISION STRUCTURE. PRESENTATION AT WORKSHOP SESSION ON: ADDRESSING OUR CHALLENGES: SOLUTIONS "OUTSIDE THE BOX"
• INNOVATIVE FUNDING. PRESENTATION AT WORKSHOP SESSION ON: ADDRESSING OUR CHALLENGES: SOLUTIONS "OUTSIDE THE BOX"
• INSIGHTS FROM LAS VEGAS. PRESENTATION AT WORKSHOP SESSION ON: THE CHANGING ENVIRONMENT IN PUBLIC TRANSPORTATION MANAGEMENT AND PLANNING
• MARKET RESEARCH AND SERVICE PLANNING. PRESENTATION AT WORKSHOP SESSION ON: USING MARKET RESEARCH TO IMPROVE TRANSIT MANAGEMENT AND SERVICE DECISIONS
• OVERVIEW OF WORKSHOP BREAKOUT SESSIONS ON: FUNDING - RESPONDING TO THE NEW ENVIRONMENT: ISTEA AND BEYOND
• OVERVIEW OF WORKSHOP BREAKOUT SESSIONS ON: MANAGEMENT - CONVERTING CHALLENGES INTO OPPORTUNITIES
• OVERVIEW OF WORKSHOP BREAKOUT SESSIONS ON: PLANNING - METHODS TO MEET FUTURE MARKETS
• OVERVIEW OF WORKSHOP BREAKOUT SESSIONS: ONE BOARD MEMBER'S PERSPECTIVE
• OVERVIEW OF WORKSHOP BREAKOUT SESSIONS: ONE GENERAL MANAGER'S PERSPECTIVE
• PUBLIC TRANSPORTATION: CHALLENGES AND OPPORTUNITIES. WORKSHOP RESOURCE PAPER
• RETHINKING THE MANAGEMENT OF TRANSIT. PRESENTATION AT WORKSHOP SESSION ON: OPPORTUNITY AND FEASIBILITY OF CHANGING TRANSIT MANAGEMENT
• SATISFYING THE (INTERNAL AND EXTERNAL) CUSTOMER. PRESENTATION AT WORKSHOP SESSION ON: OPPORTUNITY AND FEASIBILITY OF CHANGING TRANSIT MANAGEMENT
• TEACHING TRANSIT THE IMPORTANCE OF PRINCIPLES. PRESENTATION AT WORKSHOP SESSION ON: THE CHANGING ENVIRONMENT IN PUBLIC TRANSPORTATION MANAGEMENT AND PLANNING
• TECHNOLOGY APPLICATIONS. PRESENTATION AT WORKSHOP SESSION ON: ADDRESSING OUR CHALLENGES: SOLUTIONS "OUTSIDE THE BOX"
• TQM AND TEAMWORK IN SPOKANE. PRESENTATION AT WORKSHOP SESSION ON: OPPORTUNITY AND FEASIBILITY OF CHANGING TRANSIT MANAGEMENT
• USING MARKET RESEARCH TO MANAGE CHANGE. PRESENTATION AT WORKSHOP SESSION ON: USING MARKET RESEARCH TO IMPROVE TRANSIT MANAGEMENT AND SERVICE DECISIONS