IMPLEMENTATION OF PRINCIPLES OF TOTAL QUALITY MANAGEMENT IN RAILWAYS IN SVERDLOVSK REGION / Внедрение принципов менеджмента качества на железнодорожном транспорте в Свердловской области
Аннотация
THE KEY WORDS
QUALITY, TOTAL QUALITY MANAGEMENT, SERVICES, PUBLIC TRANSPORT SERVICE,
RAILWAY SYSTEM, PASSENGERS, SURVEY, SATISFACTION, IMPLEMENTATION.
The first chapter includes theoretical information, literature review of the principles of quality
management, the Total quality management focus on services specific on public transpor, the evolution of
Russian railway system and the general information about the Sverdlovsk (Yekaterinburg) area.
In chapter two the methodology for rearch is explained, about the tools employed and the proccess
performance.
The third chapter is dedicated to the descriptive analysis of data as a resul of the surve faced in the area,
the methodology propose to implement the quality principles in the organization.
Master thesis contains 73 pages, 41 figures, 23 tables and 26 sources.
QUALITY, TOTAL QUALITY MANAGEMENT, SERVICES, PUBLIC TRANSPORT SERVICE,
RAILWAY SYSTEM, PASSENGERS, SURVEY, SATISFACTION, IMPLEMENTATION.
The first chapter includes theoretical information, literature review of the principles of quality
management, the Total quality management focus on services specific on public transpor, the evolution of
Russian railway system and the general information about the Sverdlovsk (Yekaterinburg) area.
In chapter two the methodology for rearch is explained, about the tools employed and the proccess
performance.
The third chapter is dedicated to the descriptive analysis of data as a resul of the surve faced in the area,
the methodology propose to implement the quality principles in the organization.
Master thesis contains 73 pages, 41 figures, 23 tables and 26 sources.