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

Abstract : 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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Submitted on : Thursday, December 15, 2016 - 5:13:25 PM
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Helcio Raymundo, João dos Reis, Pedro Costa Neto, Oduvaldo Vendrametto, Emerson Abraham, et al.. Improving Service Quality in Public Transportation in Brazil: How Bus Companies are Simplifying Quality Management Systems and Strategic Planning to Increase Service Level?. IFIP International Conference on Advances in Production Management Systems (APMS), Sep 2015, Tokyo, Japan. pp.484-491, ⟨10.1007/978-3-319-22756-6_59⟩. ⟨hal-01417597⟩

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