Realize Customer Centric Strategy by Unlocking Intelligent Transit System's (ITS) Full Performance Potential with Six Sigma (6!) Total Quality Management (TQM) Methodology Papageorgiou, Nikos
Publication details: Bryssel ITS in daily life: 16th world congress and exhibition on intelligent transport systems and services, Stockholm 21-25 September 2009. Paper, 2009Description: 10 sSubject(s): Bibl.nr: VTI P1835:16 [World]Location: Abstract: Intelligent Transit System (ITS) mission critical infrastructure presents a unique opportunity for Bus Public Transit Operators to realize a truly customer-centric strategy by introducing modern service concepts while streamlining operations. Six Sigma Total Quality Management methodology capitalizes on the ITS data repositories to provide unprecedented breadth and depth of Business Intelligence that targets both transit operational excellence and increased ITS functional reliability. Successful deployment of cross-functional teams, changes management tools and hypothesis testing analysis have allowed Metropolitan Atlanta Rapid Transit Authority (MARTA) to already achieve 71% of system wide on-time performance. The 7 point increase since January 2008 is equivalent to an additional 16,000 on-time daily customer encounters in average. ITS is not just one more IT system; it is an opportunity to transform public transit.| Current library | Status | |
|---|---|---|
| Statens väg- och transportforskningsinstitut | Available |
Intelligent Transit System (ITS) mission critical infrastructure presents a unique opportunity for Bus Public Transit Operators to realize a truly customer-centric strategy by introducing modern service concepts while streamlining operations. Six Sigma Total Quality Management methodology capitalizes on the ITS data repositories to provide unprecedented breadth and depth of Business Intelligence that targets both transit operational excellence and increased ITS functional reliability. Successful deployment of cross-functional teams, changes management tools and hypothesis testing analysis have allowed Metropolitan Atlanta Rapid Transit Authority (MARTA) to already achieve 71% of system wide on-time performance. The 7 point increase since January 2008 is equivalent to an additional 16,000 on-time daily customer encounters in average. ITS is not just one more IT system; it is an opportunity to transform public transit.