Quality of Urban Transport Assignment

QUALITY OF URBAN TRANSPORT IN DELHI 1
Quality of Urban Transport in Delhi
Student’s Name
Institution Affiliation
Date

QUALITY OF URBAN TRANSPORT 2
ENN 515 TQM Group Report - 2018
Annex B
The following certificate is to be provided in the team report after the title page.
Student Certificate
Each student as listed in the table certifies that they and each other member of the team
worked equitably and diligently on the research, preparation and submission of the report.
This is part of your peer review.
The signature also certifies that this is their original work for this course and has not
been presented for assessment in any other course or as part of any workplace task.
Student Name Student Number Signature

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Executive summary
The recent economic growth and rapid population growth witnessed in developing
economies have had a huge impact on the growth of large cities such as Delhi located
in India. Coupled with Delhi’s rapid spatial expansion in the last 25 years, urban sprawl
has been a major motive for increased travel. The projections for vehicle fleet indicate
that there will be more than 13 million vehicles by 2020 in Delhi (Kokaz & Rogers,
2014). The management and planning of such a huge fleet with regards to the
expanding transport sector will be a hurdle that needs to be overcome. The choices and
options made now will have lasting impacts well ahead in the mid-century. The rapid
growth rate in the transport sector and emissions from automobiles have been the
primary source of air pollution in urban centres. Most urban centres in India such as
Delhi are already grappling with air pollution challenges that could be exacerbated if
growth witnessed in the transport sector is managed inappropriately. The plans adopted
for the transport sector have to be designed in a way that they can accommodate large
increases in travel demand and have to focus on the movements by individuals and not
vehicles if the transport system is to be sustainable. Thus, a mathematical model that
was developed and aimed at estimating a transportation mix that would generate
optimal results with regards to the estimated passenger-km demand while meeting
environmental goals, reducing levels of congestion and improve efficiencies based on
system and fuel factors. This can be achieved by evaluating a variety of policy options
at the maximum welfare from transport. The results illustrate that buses will remain to
satisfy most passengers from the transport segment in many years to come, thus,
planning done with regards to improving the operation of the bus service is critical.

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Table of Contents
Executive
summary...............................................................................................................
..............................3
1.0Introduction......................................................................................................
...........................................5
2.0Literature
Review...............................................................................................................
.........................6
3.0Data
collection............................................................................................................
..................................7
4.0Safety, comfort and time
accuracy.............................................................................................................
8
5.0ISO
9000..................................................................................................................
.......................................15
6.0Lessons from Brisbane’s Public
transport................................................................................................18
7.0Solutions
........................................................................................................................
..............................20
8.0Recommendations.............................................................................................
........................................23
9.0Conclusion.........................................................................................................
...........................................29
References................................................................................................................. 32

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1.0 Introduction
The burgeoning needs of the public as a result of economic and social
development have led to a rise in the demand for transport facilities (Singh, 2012).
Taking a close look at New Delhi in India, local transit routes are majorly operated by
the government and transport corporations with affiliations to local authorities in
providing bus services in metropolitan cities. The transport system in New Delhi is
facing pressure due to increased population in the city and intensified the level of
industrial and commercial activities (Singh, 2016). In one of the studies that were
conducted it was revealed that there is an enormous increase of private and
intermediate transport facilities due to the limitations associated with the public
transport.
Moreover, it has been pointed out that public transportation fails to be
complemented with other modes of transport leading to most commuter delays that

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result in dissatisfaction, poor service delivery, and reduced standards and
environmental pollution among other things. Given the above-stated circumstances, the
research recommends that public transport must offer efficient services if it is to satisfy
and improve customer satisfaction. There is an absolute need for measuring and
monitoring the operation of the services that are offered by the transportation agencies
in New Delhi due to the ongoing concerns and the attention given to the public transport
as part of the urban transport system. Transport agencies need to measure and
evaluate their performance with regards to safety, accessibility, service efficiency and
financial effectiveness. The best way that transportation agencies can meet the needs
and demands of today’s clients is to have a replacement of the Taylor approach with
Total Quality Management (TQM). The implementation of TQM is not always easy and
smooth during the transition. However, due to the change in global affairs, transport
organizations have to challenge the conventional approaches or risk facing
obsolescence.
2.0 Literature review
TQM is a fundamental system that aims at ensuring institution-wide participation
during planning and implementation of a continuous process aimed at the improvement
that ensures customers’ expectations are exceeded. The concept of total quality control
among the Japanese has come to be TQM (Metri, 2006).The U.S. Navy crafted the
name Total Quality Management in 1985.It is since then that TQM gained popularity
and widely used in many organizations specifically the manufacturing industry
Total quality management in urban transport entails focusing on strong
commitments aimed at providing quality transport service, encouraging and vouching for

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learning skill (Metri, 2006). It also entails motivating workers to take pride in their efforts
in delivering quality services supports a customer-oriented transport service legacy of
continuous improvements that inculcates engagements to meet and exceed customer
needs and preferences; green transport system and safety environment among other
things.
According to Deming, TQM involves a fourteen-point process in developing an
institutional atmosphere where the statistical techniques are effective (Metri, 2006).
The 14 points purport to enhance robust management engagements to good quality,
process design and continuous search for and eliminating errors related to quality
(Metri, 2006). Also, according to Deming, TQM involves embracing a purchasing policy
that stresses on quality as opposed to the cost. Further, the TQM model is designed to
eliminate all hindrances to employee involvements in teamwork. The models stress the
role of effective product design and quality information systems.
3.0 Data collection and analysis
The report employed a variety of sources of data collection. The first source entailed
observing the current situation of urban transport in Delhi based on information that had
been provided earlier. Also, interviews with various people in different departments were
important in shading light on critical matters pertaining the transport system in Delhi.
Data collection entailed a three-stage process that included case studies from previous
studies, observations and interviews.
3.1 Observations

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Qualitative research recognizes participative observation as an important method of
collecting data and vital in gathering an authentic opinion into the internal processes. In
this report, participative observation has been employed on many occasions to draw a
realistic view of the current situation. In this report, participative observation is
conducted by the researcher who acts as an observer, that was extended through
asking questions that are relevant after observation.
The researcher began with observations as the initial source of data. The researcher
has been involved in current issues of urban transport. Notes from observations have
been archived to revert to them when the need arises. The limitation of this method of
data collection is the fact that the researcher could only upgrade the notes only when
informed about meetings in advance. Meetings that happened suddenly left no chance
to archive such meetings and were thus excluded in data collection.
3.2 Interviews
Interviews have linked to being the most effective instruments of data collection,
particularly in case studies. Interviews, however, fail to provide a realistic picture.
Interviews involve information about views and opinions by people that tend to be
subjective rather than provide an authentic view of what took place and what people do
in the process. This limitation was taken into account and the researcher instrument
actions to overcome this limitation were taken into account by taking more interviews
and selecting core participants. Structured and semi-structured interviews were
employed in current analysis to shed light and understanding of the problems in urban
transport and potential solutions to such problems.