5.2 Implementing quality in transport
The reasons for any transport organisation deciding to implement a formal quality system can be many and varied. In interviews with managers of various organisations, in different sectors of transport, Grewal (1997) found that the reason most often cited was customer pressure. Other reasons included:
- quality as a marketing tool;
- better control on operations;
- attracting large customers;
- better control on supplier input to own output;
- better control on company-wide processes.
Quality falls under the broader umbrella of management aims , which also include:
- efficient use of resources;
- improved ability to make use of market opportunities;
- increased reliability of performance;
- protection of the public from the impact of unplanned variance in operation performance;
- protection of the internal customers from the impact of operations;
- protection of the environment from the impact of operations; and, of course,
- increasing profits.
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