... as an answer to the stakeholders, the tactical level, where the previous objectives are translated into operational specifications, and the operational level, where transport happens and the contact with the customer effectively takes places. The present work presents the structure of a total quality...

...John Disney The public transport industry is one of the most competitive sectors in the UK with airlines, rail and bus operators all facing stiff competition not only from their direct rivals but also from other modes and private transport. The response of customers to improvements in quality...