Transcription of HANDBOOK for IMPLEMENTING a SERVICE …
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HANDBOOK for IMPLEMENTING a SERVICE …
HANDBOOK for IMPLEMENTING a SERVICE . quality PROGRAM for TRANSIT agencies . Rev. 11/2011. 1. APTA's Vision Statement Be the leading force in advancing public transportation. APTA's Mission Statement APTA serves and leads its diverse membership through advocacy, innovation, and information sharing to strengthen and expand public transportation. Prepared by Michael Smith, Program Manager Safety & Security (202) 496-4857. Greg Hull, Director Security & Operations Support (202) 496-4815. In partnership with APTA quality SERVICE Task Force Co-chaired by Fred Gilliam and Richard Ruddell 2. Table of Contents Organization .. 4. Background .. 5. APTA Task Force .. 6. 7. Steps .. 11. Planning .. 11. Controlling .. 17. 21. Sample Checklist .. 23. Appendices.
1 handbook for implementing a service quality program for transit agencies rev. 11/2011
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