Improving Service Quality in Public Transportation in Brazil: How Bus Companies are Simplifying Quality Management Systems and Strategic Planning to Increase Service Level?

Hélcio Raymundo, João Gilberto Mendes dos Reis, Pedro Luiz de Oliveira Costa Neto, Oduvaldo Vendrametto, Emerson Rodolfo Abraham, Marcos de Oliveira Morais, Carla Caprara Parizi, Sivanilza Teixeira Machado, Helton R. O. Silva, Antônio Sérgio Brejão. Improving Service Quality in Public Transportation in Brazil: How Bus Companies are Simplifying Quality Management Systems and Strategic Planning to Increase Service Level?. In Shigeki Umeda, Masaru Nakano, Hajime Mizuyama, Hironori Hibino, Dimitris Kiritsis, Gregor von Cieminski, editors, Advances in Production Management Systems: Innovative Production Management Towards Sustainable Growth - IFIP WG 5.7 International Conference, APMS 2015, Tokyo, Japan, September 7-9, 2015, Proceedings, Part I. Volume 459 of IFIP Advances in Information and Communication Technology, pages 484-491, Springer, 2015. [doi]