Samenvatting
`The quality journey : a total quality management TQM roadmap for public transportation' is a guidebook that describes how to implement Total Quality Management (TQM) in a transit agency. The guidebook highlights significant aspects of TQM, related TQM to public transit, and provides suggested references and a glossary on the subject. This guidebook distills the findings of the research project into "how to" tips and examples that focus on the three phases of TQM implementation: the foundation phase, the momentum phase, and the commitment phase.