Improving Service Quality in Public Transportation in Brazil: How Bus Companies are Simplifying Quality Management Systems and Strategic Planning to Increase Service Level?

Abstract

Part 4: Project Management, Engineering Management, and Quality Management; International audience; Improving the service quality in public transportation is essential for convinced users to abandon the use of private cars. However, to improve service quality, companies need to adopt a quality management system and strategic planning which is not an easy task. This paper presents a way of simplifying a Quality Management System (QMS) and developing a Simple Strategic Planning (SSP) to be adopted for bus transportation companies. A methodology is developed and showed in this paper, together with a case study that illustrate the system. A Brazilian Bus Company applied the methodology and reached an improvement of their service levels with low costs.

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• https://hal.archives-ouvertes.fr/hal-01417597/file/346972_1_En_59_Chapter.pdf under the license https://creativecommons.org/licenses/by

• http://link.springer.com/content/pdf/10.1007/978-3-319-22756-6_59,

http://dx.doi.org/10.1007/978-3-319-22756-6_59 under the license cc-by

• https://hal.archives-ouvertes.fr/hal-01417597,

https://hal.archives-ouvertes.fr/hal-01417597/document,

https://hal.archives-ouvertes.fr/hal-01417597/file/346972_1_En_59_Chapter.pdf under the license http://www.springer.com/tdm

• https://link.springer.com/chapter/10.1007/978-3-319-22756-6_59,

https://www.scipedia.com/public/Raymundo_et_al_2015a,

https://dblp.uni-trier.de/db/conf/ifip5-7/apms2015-1.html#RaymundoRNVAMPM15,

https://academic.microsoft.com/#/detail/2287158099 under the license http://creativecommons.org/licenses/by/