Upgrading quality in urban mobility systems

Abstract

The essential characteristic of a system is the interaction of its parts. Consequently the individual improvement in the performance of its parts taken separately, although necessary, does not assure the overall improvement of its performance. A determinant factor of this performance is how well the different parts of the system fit together. In an urban mobility system we can distinguish three levels of planning and control with different organisational requirements and functional roles. The strategic level, where the political objectives of the system are defined as an answer to the stakeholders, the tactical level, where the previous objectives are translated into operational specifications, and the operational level, where transport happens and the contact with the customer effectively takes places. The present work presents the structure of a total quality management model that should serve as a basic framework for the planning and control of the urban mobility system.

Citation

Maca´rio, R. (2001), "Upgrading quality in urban mobility systems", Managing Service Quality: An International Journal, Vol. 11 No. 2, pp. 93-99. https://doi.org/10.1108/09604520110387211