Quality of Urban Transport in New Delhi: Challenges and Solutions

This report analyzes the quality of urban transport in New Delhi, India. It begins with an introduction highlighting the growing demand for transport facilities due to economic and social development, and the challenges faced by the existing public transport system. The report examines various modes of transport, including the Delhi Metro and surface infrastructure, and discusses the challenges faced by bus services, such as competition and poor coordination. It also addresses broader challenges like traffic congestion and environmental pollution. The report then explores the application of Total Quality Management (TQM) principles to improve the urban transport system, including developing a constancy of purpose, adopting a new philosophy, and focusing on customer needs. The report emphasizes the importance of continuous improvement and innovation in meeting the evolving demands of the public and suggests specific measures like the use of electric and gas-powered vehicles to reduce pollution and improve the overall quality of urban transport in New Delhi. The report provides valuable insights into the current state of urban transport and suggests ways to enhance efficiency and customer satisfaction.

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

QUALITY OF URBAN TRANSPORT IN NEW DELHI 2
Table of Contents
1.0 Introduction……………………………………………………………………………………………………………………………….3
2.0 Modes of Transport…………………………………………………………………………………………………....................4
2.1 Underground and elevated infrastructure………………………………………………………………………4
2.2 Surface infrastructure…………………………………………………………………………………………………….5
3.0 Challenges facing bus service……………………………………………………………………………………………………….6
4.0 Other challenges facing Delhi urban transport…………………………………………………………………………….7
4.1 Traffic congestion…………………………………………………………………………………………....................7
4.2 Environmental pollution………………………………………………………………………………………………….8
5.0 TQM (Total Quality Management) ……………………………………………………………………………………………….8
6.0 Total quality management tools and techniques………………………………………………………………………….9
6.1 Develop constancy of purpose………………………………………………………………………………………….9
6.2 Adopt a new philosophy…………………………………………………………………………………………….…...10
6.3 End the notion of businesses relying on price tags…………………………………………………………...10
6.4 Improve the transport system………………………………………………………………………………………….11
7.0 References…………………………………………………………………………………………………………………………………….13

QUALITY OF URBAN TRANSPORT IN NEW DELHI 3
Summary
The Prime city of India, New Delhi is located in the Northern region of the state (Singh
A. , 2016). Following India’s liberation from the Britons in 1947, there has been rapid
industrialization, a prosperous economic state and numerous employment opportunities that have
seen individuals move to the city from other surrounding regions. In 1991, the census reported
that there were more than 9 million in the capital and currently the numbers stand at 18 million.
Organizations specialized in transportation services; precisely public transport
corporations have failed to emulate the likes of manufacturing or other service industries that
embrace total quality management(TQM). Currently, quality has become a crucial competitive
strategy amidst globalization (Metri, 2006). The survival and the future of transport
organizations rely entirely on adopting TQM due to influences from agreements by the world
trade organization, globalization and intensified competition.
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 S. K., 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 A. , 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.

QUALITY OF URBAN TRANSPORT IN NEW DELHI 4
Moreover, it has been pointed out that public transportation fails to be complemented
with other modes of transport leading to most commuter delays that 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.
Many transport agencies still employ the departmentalized Taylor approach, where some
employees are tasked with planning improvements, others execute the work, and others inspect
the ongoing projects to ascertain whether procedure and specifications are correct. However,
with TQM all employees are obligated to improve the quality of the services offered by the
organization so that the needs of the customers are met beyond expectations.
2.0 Modes of Transport
2.1 Underground and elevated roads

QUALITY OF URBAN TRANSPORT IN NEW DELHI 5
Since the promulgation of the metro in 2002, it has gained popularity as the most
preferred mode of public transport. The Delhi Metro Rail Corporation(DMRC) is mandated and
tasked with ensuring planning of the transport system, maintenance of the mode of transport and
operating the popular Delhi metro network. (Delhi Metro Corporation, n.d.) The Metro network
covers about 215km with approximately 160 stations. It is estimated that about 2.6 million
commuters ply with the Metro on a daily basis. The Metro has facilitated connectivity across
state jurisdictions. The access to neighboring cities such as Gurgaon and Noida by Metro has
seen travel time reduced for those who are residents in such towns but have occupations in Delhi.
2.2 Surface infrastructure
Delhi is hailed as the city that has the largest road network in India. Urban planners
estimate that the road network occupies approximately 21% of the region in Delhi reducing
hopes for future expansion plans. However, Delhi boasts of its modal share as it is highly ranked
compared to that of developed nations as only 25% of the estimated individuals in Delhi use
private vehicles as the rest use public transport or non-motorize transport.
The growth of private vehicles has been spurred by the priorities given to have the
development of better roads and implementation of flyover technology in Delhi in a bid to curb
the traffic problem in the city. Another factor contributing to the increase of private vehicles is
aspirations by the middle class to own a vehicle. However, compared to the developed countries,
the rate of ownership is still in Delhi as only 85 individuals per 1000 people own a vehicle
compared to the UK where it is 760 per 1000 individuals.
As a result, the preference of using buses has fallen over the decades. The massive
protests from the neighboring regions saw the Bus Rapid Transit System (BRTS) that was

QUALITY OF URBAN TRANSPORT IN NEW DELHI 6
established in 2008 collapse making the future appear bleak. It is therefore crucial to identify
sectors for prioritizing the bus corridor and make the services offered by buses more convenient,
reliable and efficient by reforming the bus program. The use of rationalization of bus routes and
the use of IT can help solve some of these challenges.
3.0 Challenges facing the bus service
Intensified competition among various bus operators. Delhi government and DMRC
feeder buses are always in competition for passengers on some routes leading to overlapping that
leads to traffic related issues (Roy & Anand, 2016). The bus operators indulge themselves in rash
driving skipping areas designated for picking passengers thus inconveniencing passengers.
Poor coordination of the oversight authority where the operation and the organization of
the transport in Delhi is already highly disorganized (Suzuki, Cervero, & Luchi, 2013). The
existence of many stakeholders in transport in Delhi that includes numerous contractors who are
only interested in routes that generate better revenues has led to under-servicing of areas
occupied by low-income groups.
The increase of modal competition has led to a fall in the preference of the bus due to the
poor service delivery and slow speed and many problems associated with the connectivity of the
last mile which has made the affluent passengers opt for metro even for short distances
(Malhotra, 2017). The modal share of the bus has declined from 60% in 2001 to 42% in 2008
whereas metro’s share stood at 4.1% in the same year.

QUALITY OF URBAN TRANSPORT IN NEW DELHI 7
4.0 Other challenges facing Delhi urban transport system
4.1 Traffic congestion
Delhi is grappling with the challenge of traffic congestion. There is a rise in the number
of private vehicles in the city (Singh A. , 2016). Delhi had more than 8.3 million vehicles as of
March 2015 an increase from 1981 where the number of vehicles was estimated to be 8.3
million, and the rise is expected to continue shortly. Traffic jams are frequent in Delhi as a result
of the increase in the number of privately owned vehicles reducing the preference for buses since
the time consumed in boarding a bus is more compared to a privately-owed vehicle due to lack
of bus corridors (Mohan, 2016). Consequently, people are now turning to the private mode of
transport aggravating more problems of congestion to the city (Kalaga, Datta, & Reddy, 2001).
The rise of intermediary public transport such as the rickshaws and cycle rickshaws contribute to
more traffic jams in Delhi since it has been noted some of them are unregistered and thus flout
the norms associated with traffic and parking (Rondrigue, 2017).
4.2 Environmental challenge
Delhi is one the most polluted cities in the world (Goswami, 2017). Despite the fact that
Punjab contributed to the pollution saga as there is burning of agricultural waste from Punjab, the
influx of diesel vehicles is also to be blamed (Singh A. , 2016). It is also to be recalled that in the
early 2000s, Delhi skies got clouded with smog as a result of industrial effluents and emissions.
Consequently, this led to the implementation of a benchmark decision that saw the shift of public
road transport network on CNG fuel system (Singh A. , 2016). It is now a custom that all the
auto-rickshaws, buses and specific classes of vehicles run on CNG. However, subsidies on diesel

QUALITY OF URBAN TRANSPORT IN NEW DELHI 8
have led to the influx of diesel vehicles resulting in high levels of air pollution which has serious
effects on the public health.
5.0 TQM
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 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 strong 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

QUALITY OF URBAN TRANSPORT IN NEW DELHI 9
in teamwork. The models stress the role of effective product design and quality information
systems.
6.0 Total quality management tools to improve the urban transport in New Delhi
6.1 Develop constancy of purpose
The customer is the most crucial part of the transport service. The needs and demands of
the customers are always evolving. It is a blunder to think that services being offered currently
can steer the company ahead of the competition (Metri, 2006). It is the role and responsibility of
the transport agency to prioritize the customer first by developing a constancy of purpose. The
highest priority of the transport agency should be offering the best transportation facilities to its
community at the minimum cost possible (Metri, 2006). Thus, the transport agencies in Delhi
need to maximize efficiency and effectiveness by making continuous improvements and
upgrades. For constant of purpose to be realized, the transportation agency needs to develop a
mission statement. The plan-do-check-act (P-D-C-A) cycle permits the statement to adapt to the
evolving customers’ demands. Such flexibility provides room for innovation achieved by
investing substantial financial resources into research and upgrade of the transport network
(Bray, Caggiani, & Ottomanelli, 2015). It is through innovation that new and improved services
are generated. For instance, in Delhi, there is need to use vehicles fueled by gas and electricity as
this may help in limiting the level of pollution in Delhi. The corporate sector should lobby and
vouch for vehicles powered by electricity and gas in Delhi. A major issue is the availability and
existence of an extensive network of stations supplying the gas or doing the replacement of
discharged batteries with charged ones. The industries in gas and battery business can coordinate
their efforts with the automaker industry (Kalaga, Datta, & Reddy, 2001) in providing remedies
that can lead to sustained business avenues for themselves.

QUALITY OF URBAN TRANSPORT IN NEW DELHI 10
BICYCLE
4% CAR/TAXI
9%
2W
14%
BUS
27%METRO
3%
TRAIN
1%
AUTO RICKSHAW
5%
CYCLE RICKSHAW
2%
WALK ONLY
35%
%
Source: Tiwari, 2011
6.2 Adopt a new philosophy
The current global environment does not allow businesses to survive without the
enterprises recognizing and accepting their mistakes and defects within the corporation.
Acceptance of poor services and poor performance in workplaces are the impediments to better
quality (Metri, 2006). Individuals working in a transport agency can find ways of improving
quality and efficiency that they can improve all areas of the transport system. The major
achievement of new philosophy is that it creates a continuous learning atmosphere. The main

QUALITY OF URBAN TRANSPORT IN NEW DELHI 11
motive behind adopting a new theory is to meet the needs of the people who pay and use the
services offered by transport agencies.
6.3 End the notion of businesses relying on price tags alone
The suppliers in transport service operated by uniformity and reliability. The measure of
quality defines the value of the price (Metri, 2006). The lack of an adequate measure of quality
translates to business drifting to the lowest bidder, low quality and exorbitant cost. Transport
agencies should opt for dealers that can avail documented evidence of their quality (Metri, 2006).
Since many transport agencies take most of their distributors as partners in their operations, they
must rule in favor of joint planning for improvements so that they can serve their customers
better than their rivals.
6.4 Improve the transport service system
The only way that can ensure that quality is maintained is by continuously conducting
evaluations in transport activities to identify areas that need improvements (Metri, 2006).
Cooperation and coordination are needed between the transport agencies in Delhi and the
consumers of transport services. Improvement is not a one-time affair (Metri, 2006). It is the role
of management to continuously identify ways of improving quality and reducing wastage at the
same time. An improved transport system not only focuses on attaining the current performance
levels but also breaking the existing records of performance levels to new higher levels.

QUALITY OF URBAN TRANSPORT IN NEW DELHI 12
Car
Two wheelers
Auto Rickshaw
Bus
Metro
Train
Bicycle
Cycle Rickshaws
0
10
20
30
40
50
60
70
Modal split-% of person Trips in Delhi
% in 2000-01
% in 2007-08
Modal share of Delhi as of 2014 (Source: Report of High Powered Committee on
How to Decongest Delhi. 2014)
The demand for transport in Delhi has increased as a result of population pressure as a
result of migration from rural, urban migration. The increase in household disposable income,
the existence of motorized transport and the increase of activities in both the commercial and
industrial sectors have deteriorated the situation. Nevertheless, public transport in Delhi has
failed to support and keep pace with the evolving travel needs of the public. The services
associated with a Public transport based on rail and bus are limited in few cities.
Qualitatively, public transport services are overwhelmed this is the case more so during
peak hours and involve delays due to the long waiting hours. Nevertheless, there is a massive
transfer of people preferring private transport facilities specifically the cars and the two-
wheelers, not forgetting the proliferation of other modes of intermediate public transport such as
taxis and auto-rickshaws. Conventionally, transport agencies have been slow in employing the
modern quality tools and techniques. However, due to agreements from an institution such as the