Introduction of Total Quality Management
Definition of total quality management The concept of Total Quality Management was developed by Dr. Deming, regarded as the father Of TQM, in 1960 sin Japan. TQM can be defined as follow:“TQM is a management approach that places emphasis on continuous improvement in quality in the interest of the organisationation that of its customers.” TQM is a strategic approach that focuses on production of best possible produce or service through constant innovation and timely action. It places emphasis on prevention of errors that on rectification. In the words of Prof. K.K.Chaudhari “TQM represents customers oriented quality focused management philosophy.” In simple words “TQM definition is products and services that totally satisfy our customer needs and expectations in every respect, on a continuous basis.” TQM is a process which goes on forever, because at no time quality can be 100% right. However, there is always a new and better way of doing things quality exports like Dr. Joseph Juran and Dr.W.E. Deming have claimed that 80% of the quality costs originate in are as other that manufacturing. It is possible to improve systems and procedures to reduce time consuming low value activities.



Concept of Total Quality Management TQM is a structured system for satisfying internal and external customers and suppliers by integrating the business environment, continuous improvement, and breakthroughs with development, improvement, and maintenance cycles while changing organizational culture. Total Quality Management is a management style based upon producing quality service as defined by the customer. TQM is defined as a quality-centered, customerfocused, fact-based, team-driven, senior-management-led process to achieve an organization’s strategic imperative through continuous process improvement. TQM principles are also known as total quality improvement, world class quality, continuous quality improvement, total service quality, and total quality leadership. The word "total" in Total Quality Management means that everyone in the organization must be involved in the continuous improvement effort, the word "quality" shows a concern for customer satisfaction, and the word "management" refers to the people and processes needed to achieve the quality. Total Quality Management is not a program; it is a systematic, integrated, and organizational way-of-life directed at the continuous improvement of an organization. It is a proven management style used successfully for decades in organizations around the world. TQM is not an end in itself; it is a means to an organizational end. Total Quality Management must not be the primary focus of an organization; it should merely be the means to achieve organizational goals. Total Quality Management differs from other management styles in that it is more concerned with quality during production than it is with the quality of the result of production. Other management styles have different concerns.



History of TQM Total Quality Management was developed in the mid 1940s by Dr. W. Edward Deming who at the time was an advisor in sampling at the Bureau of Census and later became a professor of statistics at the New York University Graduate School of Business Administration. He had little success convincing American businesses to adopt TQM but his management methods did gain success in Japan. After World War II, General MacArthur took 200 scientists and specialists, including Dr. Deming, to Japan to help rebuild the country. While working on the Japanese census, Dr. Deming was invited by the Japanese Union of Scientists and Engineers to give lectures on his statistical quality techniques. One of the attendees was a past professor to many of Japan’s CEOs. After attending the lectures, the professor told his CEO students that, if they wanted to turn Japan’s economy around in five years, they should attend Dr. Deming’s lectures on using statistics to achieve quality at a reduced cost. Many of the CEOs took the professor’s advice and attended the lectures. Eventually, many Japanese manufacturing companies adopted Dr. Deming’s theories and were able to produce quality products at reduced costs. While the Japanese business world was concentrating on producing quality products, businesses in the United States were more concerned with producing large quantities of products. Their emphasis on quantity at the expense of quality let the Japanese, with their inexpensive, high quality products; gain a substantial foothold in American markets. In the 1970s and 1980s, many American companies, including Ford, IBM, and Xerox, began adopting Dr. Deming’s principles of Total Quality Management. This gradually led to their regaining some of the markets previously lost to the Japanese. Although Total Quality Management gained its prominence in the private sector, in recent years it has been adopted by some public organizations.


E. This is because of high quality product at the lowest possible cost produced by a dedicated team of work force. shade and other features. size.TQM IN B.9 internal customer refers to the person within the company who receives the work of another and then adds his or her contribution to product or service before in a restaurant the chief has the waiters as internal customers and chief must meet requirements if they are to please the quests. BUSES Need And Importance Of TQM In Organization The need and importance of TQM can be started with the help of its advantages:(1) Customer satisfaction:The need to satisfy both the internal as well as external customer. color. variety. so the initial focus should be on meeting the needs of internal customer before an attempt is made4 to meet the requirements of the external customer (2) Helps to face competition:- A proper emphasis on TQM enables a company to face competition in the market. The employees. The company may even cone out as a winner or a leader.S. There is willingness on the part of the employees to identify quality improvements and waste elimination 4 .T. This is because of its constant efforts in bringing him improvement in the products design. (4) Highly motivated personnel:TQM developed a sense of dedication discipline. shape. (3) Goodwill:TQM generates name and reputation to the company in the market. To do.

Those who perform exceptionally well or who provide valuable suggestions are recognized with appreciation and monetary incentives. This leads to greater participation of employees. Various initiatives such as quality circles. (7) Better facilities to employees:TQM results in higher benefits to the organization in terms of increased profits. This results in enhanced ‘Job ownership’ of employees. just in time approach etc. The concept of zero defect can be illustrated as follows. Since TQM is widely followed in Japan. Ontario. ordered . a shipment of components from a Japanese firm. enables the company to reduce rejection rate.S. This leads to greater involvement and participation of the employees. they are in opposition not only to manufacture the goods at acceptable quality levels but with zero defects. The employees receive recognition and rewards for their services.as IBM Firm in Windsor.000 components (6) Reduction in customer complaints:TQM results in less or no customer complaints. salary. This is because of the products are built to specification with zero defects. process control.T. The goods are produced at ace[table quality levels or with zero defects. This is because of higher sales and cost reduction to the employees in terms of training. BUSES opportunities. Again efforts are made to improve upon the customer specification so as to provide complete satisfaction. 5 . (5) Lower Rejection Rate – Internal rejection rate gets reduced considerably over a period of time. specifying the as 3 defective components for every 10. The employees become aware of their importance in the company performance and progress.TQM IN B.E. right first time approach.

This enables a company to expand and diversify. With the help of TQM we can achieve the target more effectively. BUSES working conditions.S. recreation facilities and so on. The company may be in a better position to introduce more brands or products lines.T. transport facilities. (8) Expansion and diversification:- TQM generates a good name in the market.E. This is all need and importance of the TQM. amenities like canteen facilities.TQM IN B. It also brings in higher returns. 6 .

Total Quality Management is very different from these and other management systems.E. It produces short-term results by reacting to immediate problems. 7 .S. On the other hand. It has been compared to driving and automobile in a forward direction while looking in the rear view mirror.T. In today’s fast-paced. It recognizes that quality as determined by the service e provider might be much different from quality as perceived by the service receiver. In contrast. This approach works against multi-functional process performance with teamwork and quality. If the customer is not satisfied with a service. quick-changing business environment. so long-term benefits re lost. BUSES Comparing The TQM With Other Concept of Management (1) Management-by-Objectives (MBO)Emphasizes achieving specified objectives. managers cannot rely on past results as for future performance. But there is no analysis of the processes that produced the problems. TQM is only concerned with current results and ways to improve them. (3) Management-by-Exception (MBE)Is management by identifying specific targets for management attention and action. TQM is not objective-oriented. except for its on goal of achieving continuous quality improvement. then the service does not have quality.TQM IN B. under the control of individual managers. TQM is more concerned with correcting processes that produce problems than it is with responding to individual problems. (2) Management-by-Results (MBR) – Is management by viewing past results as an indication of future results.

E. BUSES Total Quality Management requires an organizational transformation a totally new and different way of thinking and behaving. Knowing the history of Total Quality Management may help in understanding its techniques.T.TQM IN B. but they must be understood and used correctly for TQM to function properly. 8 . At first glance.S. it is not for the weak or the statistically untrained. This transformation is not easy to achieve. many TQM techniques may seem simple and based on common sense.

E. BUSES Principles of Total Quality Management – The customer is the ultimate determiner of quality. they are not simply comparing us to our performance last year. Quality should be built into the process from the beginning. 9 . Quality management requires the involvement of all staff and partners. All levels of an organization must be involved in producing a Quality product and not just try to modify it before delivery.S. Services and programs should be designed. all levels and divisions of an organization must be involved in developing Quality. with the needs of the customer in mind.T. Achieving Quality requires continuous improvements. Since improved Quality comes from improvements during the processes leading up to delivery of the product or service. Expectations of Customer are always changing and continue rising as quality management begins to yield results. and not simply derive from customer complaints. it is important to determine who the customers are and define the customers are and define their specific needs. It is important to remember that when customers are assessing quality. Therefore. but to every other organization that is serving their needs.TQM IN B.

Less frustration and more satisfaction among the workforce. Increased market. Some of these include following things:• • • • • • • Ability to be more competitive. CHART SHOWING QUALITY IS MORE THAN QUANTITY 10 .TQM IN B. share Cost reductions Increased flexibility and responsiveness Simplified processes Improved communications. they gain both measurable and intangible benefits. BUSES Benefits Of Total Quality Management When organization adopts systematic approach to quality improvement based on TQM principles.E.T.S.

such as brainstorming and cause and effect diagramming. This group meets voluntarily. implementing. Team leaders should be familiar with these and other participative management techniques.S. Concept A quality circle consists of a small group of people who perform the same jobs or tasks. They utilize organized approaches to solving the problem. Members of the circles set their own rules and priorities and select the problems to be discussed and solved. and cooperate on the principle that employee’s participation in decision-making and problem solving improves the quality of work. knowledge.TQM IN B. Some state that the practice started with the United Stated Army soon after 1945. to discuss problems. Negative criticism is discouraged. training. on a regular basis. Quality circles have characteristics.T. after the Second World War. Through the circle. members generate mutual respect and trust as they work on solution to the common. monitoring and continuous updating like any other technology.E. Decisions are made by consensus. Participation in quality circle is strictly voluntary. 11 . on the job problems. It requires skill. The Japanese then adopted the concept and its application. Open communication is encouraged. Methodology – The Quality Circle Movement is like technology. BUSES QUALITY CIRCLE & KAIZEN Total Quality Management process and implementation can be divided in two parts as follows : • • Quality Circle or Small Group Activity Kaizen Explanation of above techniques as follows – Quality Circle – Quality circles are typically said to have originated in Japan in 1960s. seek solutions.

They should be able to call in expertise and ask for training.S. to challenge assumptions and existing methods. Kai = Small and Zen = Improvement Kaizen is a Japanese business philosophy first made famous by Masski Imai. They need a skill team leader who works as facilitator of team efforts not a dominator.T. “a means of continuing improvement in personal life. and working life. These people are working together to make improvements without large capital investments. KAIZEN is a culture of continuous improvement focusing on eliminating waste in all systems and processes of organization. BUSES A team of 6-9 persons needs to participate freely together. Then the particular activity is displaced or highlighted in the company. This small improvement is recorded on a paper.E. he defined it as. This gives rise to improvement in the improvement in the performance of the person.Kaizen is Japanese work. Definition – Kaizen is a method of involving company employees . managers and workers in the same way. Employee of ay level is making small improvement in his day-to-day activity. Kaizen means continuing improvement involving everyone. It is joint word. life.TQM IN B. home. The Kaizen strategy begins and ends with people. examine data and explore possibilities. The Quality circle needs a budget so hat members can be responsible for tests and possible pilots. social life. KAIZEN It is part of TQM activity. Every Kaizen so made is appreciated in a group of the 12 . Through his book “Kaizen : the key to Japan’s competitive success”.

KAIZEN Concept is for our individual life. continuous improvement in personal life. His life becomes free of tension. home life. Two Elements of KAIZEN – There are two elements that construct KAIZEN.T. The person concerned feels happy about the same.E. This comes by his involvement.S. social life and working life.TQM IN B. Employee satisfaction is very important factor. (1) Improvement or change for the better. KAIZEN. In some cases company gives a small gift. There are number of methods through which the appreciated. as we learn from the definition. is a common word and very natural to individual. (2) On going or continuity KAIZEN should contain both elements. His personal performance goes up. 13 . BUSES employees. The small improvements done by any person takes the person long way in his personal life.

Electricity Products: none Revenues: Rs.E.com9 14 . India Key people: Uttam Khobragade.S.40 cr.TQM IN B. (2004) Employees: 44. General Manager Industry: Public transport.T. BUSES Profile of BEST Undertaking Type: Autonomous State-owned enterprise Founded: Mumbai (1873) Headquarters: Mumbai.353. 000 (2005) Website: www.bestundertaking. 2.

It also filed a plea that considering heavy expenditure the company will occur the Municipality should waive its right of taking it over in 1901.S.E. BEST bus serves the entire Mumbai City. It also has operation outside city limits into neighboring Navi Mumbai.E. These buses are called BEST or B. The BEST also operates bus rapid transit service .TQM IN B. it also operates a ferry service in the northern reaches of the city. In 1964 Electric tram where terminated due to due to high operational costs and poor public support Bombay Tramway Company Limited In 1873. and Government of Maharashtra. Mumbai BRTS is a massive Bus Rapid Transit System taken up by the MCGM.E ST bus . the Company applied to run its tram-cars on electricity. In addition to buses. the Bombay Tramway Company Limited .T Undertaking.T. But even before the application was disposed of. the Bombay Tramways Act was enacted after the contract was formally signed between the Municipality and the Company to start such a tramway service. The present BEST undertaking was started as a Electric supply company which they then branched out to provide Bus and Tram services.S. or after every period of seven years thereafter. B. Organizational Information – The transportation wing of Brihanmumbai Electric Supply and Transport Undertaking operates a large number of bus lines in the Mumbai metropolitan area. The Municipality could have taken over the Company in 1894 as stipulated by the contract. In 1899. The Mumbai BRTS began operation in 2008.Mumbai BRTS. The Bombay Municipal Corporation (BMC) was given the right to purchase the company after first twenty-five years. BUSES INTRODUCTION OF B. the Municipality decided to exercise its right to take over the 15 . In 1874.E. but it waived the right and the Bombay Tramway Company Limited was given extension till 1901.T. Thane and Mira-Bhayandar.S. was given the license to operate trams in the city.

BUSES Company. Because it was an unfamiliar vehicle and high fare the tram-car was not at first received with the enthusiasm shown for the railway.Ltd) bought the Bombay Tramway Company Limited. The vehicle arrived in Mumbai in January 1906. Regular services started from next day. & T Co. It introduced two kinds of trams on road . The Upper Class in the tram-cars was 16 .those drawn by one horse and those drawn by two.Ltd) bought the Bombay Tramway Company Limited and the first electrically operated tram-car appeared on Mumbai’s roads in 1907. The Bombay Electric Supply & Tramways Company Limited (B.T.S.S.S. In 1905. fast and smooth. & T Co.360 horses Formation of the Bombay Electric Supply & Tramways Company Limited Mumbai first electric tram car began operations in 1907.E.Ltd placed order for the city's first electric tram-car with the Brush Electrical Company of London.E.E. Electric Tram B.S. When it closed down in 1905.E. the company started Hourse-drawn tram operation. The service was formally inaugurated on 7 May 1907 by the Chairman of the Municipality. & T Co. The inaugural service ran between Municipal Office building and Crawford Market. Unlike the horse drawn tram. electric tram drew praise from public for its comfort and low fare. In 1905. Initially the company started with a fleet of 20 cars and 200 horses.TQM IN B. The company brought down the fare and made special effort to persuade the public that tram was cheap. it had as many as 1. a newly formed concern The Bombay Electric Supply & Tramways Company Limited (B. On 9 May 1874.

Double-decker electric trams were introduced in September.TQM IN B. safety measures. 1920. CNG run buses being almost pollution free as compared to the diesel run buses their introduction on Mumbai roads has proved the responsibility of public transport.S. To handle rush-hour traffic double-decker trams were introduced on Mumbai’s roads in September. With modern and reliable technology.e. BUSES removed after some time. the BEST has been making constant efforts not only to keep pollution level under control. behavior with the public etc. Training is slao imparted in Refresher Courses to improve driving habits of the drivers under which officers check the habits of drivers constantly and as a 17 .T. i. By 1910 the company faced rush hour traffic during office hours and there were not enough trams to cope with the office goers. The BEST has been fully conscious of the alarming levels of pollution in cities. The company asked for permission to run a triple car and allow standees on tram. the first was rejecting and later discontinued in 1914. 1920 to ease rush hour traffic.E. Keeping this view in mind the BEST has introduced CNG buses. The BEST has a well equipped Training Center for the traffic staff and designed program to reeducate them on such relevant topics as fuel conservation. buses run on Compressed Natural Gas in the Golden Jubilee year. but minimize it.

the stress is on image revamp from a mere BEST employee to a concerned individual who cared for passenger comfort. The accident prevention wing of the BEST has an accident prevention van with ‘safety slogans’ and equipped with instructive ‘audio-visual’ programs.TQM IN B. 18 . In the Refresher Courses. BUSES result of which there is a great reduction in accidents.E.T.S.

BUSES History of BEST Buses The Bombay Tramway Company limited was formally set up in 1873. Those were the days when the poor man’s transport. Ltd. the Government of Mumbai enacted the Bombay Tramways Act. For several years. started running in 1940 between Colaba and Mahim. “The Bombay Electric Supply and Tramways Company Limited” bought the Bombay Electric Supply and Tramway Company and the first electrically operated tram car appeared on Mumbai’s roads in 1907. In 1905. Pursuant to the option given to it under the Deed of Concession granted to the Bombay Electric Supply and Tramways Co.E. After this contract was entered into between the Bombay Tramway Company and the Municipality. To overcome the problems of rush hours the BEST Company introduced the Double Decker trams were introduced in September. the Company extended its services to the northern part of the city in 1934. The tram cars were of two kinds of those drawn by one horse and those drawn by two. The Mumbai Municipality was given the right to buy up the concern after the first 25 or after every period of 7 years thereafter. 1920. and probably the first in the country as well. the assets of the combined Undertaking. 1947. it was like upon as transport for the upper middle classes. 1926. under which the company was licensed to run a tramway service in the city. 19 .TQM IN B. the Brihan Mumbai Mahanagarpalika acquired on 7th August. a newly formed concern. In response made by the Government and the Brihan Mumbai Mahanagarpalika. namely the operation of tramways and distribution of electricity in the city of Mumbai as a going concern. Mumbai saw its first bus run on 15th July. carried one all the way from Sassoon Dock to Dadar for a mere on paisa and a half that was nine paisa. The people of Mumbai received the bus with enthusiasm. but it took quite sometimes before this means of conveyance really established itself. Double deck buses were introduced in 1937 in order to cope better with the growing traffic. The bus fare for the same journey was four paisa that is 25 paisa.S.T. 1874. The first limited bus service in Mumbai.

the Corporation also took over the operation of the bus services. popularly known as ‘BEST’ has scored many ‘firsts’ in the country’s life and established many records.E. Mumbai Electric Supply &Transport Undertaking. The changeover from horse driven trams to buses has been spectacular.E. which was run by the B. the Bombay Electric Supply and Transport Company were municipalized and came to be known as Bombay Electric Supply & Transport Undertaking.Company Ltd.S.T. BUSES By mutual agreement. 20 .TQM IN B.S. The BEST has completed 50 years of its municipalisation on 7th August.T. Thus. The city of Mumbai has grown from a small trading center 50 years and now rightly called the first commercial capital of India. 1997.

S. BUSES Organizational HierarchyB.T.TQM IN B.T.E. buses have their own organizational hierarchy. Better explained by chart shown below – 21 .S.E.

At the depots our Accident Prevention Training Vehicle.S. Bus Inspectors. assist the Depot Managers.Office Asst. Each depot is provided with a wireless vehicle. which is used to monitor the operation of buses in the jurisdiction of the depot. Traffic Control Room :The Bus Running Control (BRC) Officer mans the Traffic Control Room. BUSES B. Traffic Training Center :The BEST has established a Training Center. The Depot Managers are heading each Depot. Starters for controlling the bus operation etc.S. Apart from this team.TQM IN B. Assistant Traffic Officers and Sr. For speedy communication these vehicles are equipped with VHF sets. WORK MANAGEMENT Our entire operation is divided into 25 depots.. This officer regulates the entire operation smoothly with the help of the Divisional Officers. by being in touch with them through wireless sets.E. are appointed at depots. for plugging the leakage in revenue. On line training to new bus drivers is also provided with the help of training vehicles. the supervisory category viz. Traffic Police Control. The total operational area is divided into zones and emergency breakdown vans are provided for each zone. round the clock. is making rounds and counseling the operating staff about safe driving habits. to provide training and refresher courses to the operating crew members.T. Asst. The Traffic Officers. These vehicles are provided with necessary spares/units so as to carry out emergency repairs on the field itself.T. 22 . and Railways etc. Bus Control Room :The Bus Control Section functions round the clock. to attend to the vehicle breakdowns on field. This team of officers directly controls the operational and administrative activities of the respective Depot.E. The section is provided with VHF set and with hot lines connecting all the depots as also the Police Control.

suggestions received from the Divisional Officers and also from our valued commuters. which run East/West. is also maintained by the Ticket & Cash Department. The routes operated by the BEST can be broadly classified in the following categories. Uneconomic routes are discontinued and the financial viability of the routes is appraised both at depot level as also at the Head Quarter level. The same is counted. BUSES Ticket & Cash department :The Ticket and Cash Department collects the daily revenue earned at the depots. 23 .1) Feeder Routes: These routes which feed the railway station either from the residential complexes or Business Districts. An exercise in revision of schedules is periodically carried out after taking into consideration the guidelines given by the Management. and remitted in the banks. 2) East-West Connectors: These are the routes.S.T. The schedules are revised after every four months. Also various programs on Road Safety / Passenger Safety. are organized by this section in coordination with Training Center. to create awareness amongst the operating staff. . Traffic Planning Section :The Planning Section is established to prepare the schedules for different routes.TQM IN B.E. consolidated. is established for settling the claims of personal injury / death due to accident involving our buses. passengers. as the name suggests. Inventory of ticket blocks to be issued to the conductors. where railways have no role to play and connect the Western Suburb with the Eastern suburb. Accident & Claims Section :The Accident and Claims Section. pedestrians. and school children.

One change is absolutely inevitable in any city transport network. he should realize that it is not always possible to inter connect every point with a direct route. (5) Traveling will be comfortable. apart from being inter-corridor link between Suburbs and City.TQM IN B. (1) The road is municipalized. the Undertaking has introduced Bus Pass Scheme. It is for this reason that BEST always gives priority for feeder routes and thereafter for East-West connectors where the railways have absolutely no direct role to play. For convenient changeovers. which is an alternative to Suburban Railways. and “Daily Travel As 24 . (6) There is a good turning circle at the terminating point. The third priority is the long distance trunk route. These suggestions are categorized into the above mentioned groups. to provide faster services to the commuters The primary role of the BEST is to supplement Suburban Rails. which is the mass carrier. In spite of this the BEST tries to provide a direct connection wherever absolutely required but specific access to some areas is available with one changeover. At this stage it is necessary to state that when every commuter desires a direct connection. The BEST always gets suggestions for introducing new routes. (3) There are no overhead obstructions in the form of cables / tress branches.T. BUSES 3) Trunk Routes : These routes run South-North through the city and are almost parallel to the railways. While introducing new operation on any new road the following requirement are insured for maintaining the quality of services.S. (2) The road is bus worthy and wide enough to allow the passage of two. (4) There are enough streetlights. and Easter Express Highways. 4) BRTS Routes : These route runs on Western.E.

The Go Mumbai smart card was subsequently made valid for travel on Central Railway main line and Harbor line. single journey and extension tickets.TQM IN B. 25 .T. and can enjoy multiple journeys. With these passes the commuter can easily changeover on parallel routes. Go Mumbai card can be used for storing Season tickets.S. The Fares using bus pass can be paid only by Go Mumbai smart card. BUSES you like” passes.Distance wise bus pass and Zonal pass.E. The passes fall into two categories . Go Mumbai smart card On 2 January 2007 the BEST launched multi-application smart card called Go Mumbai.

The commuter can opt for maximum two travel patterns for distance up to maximum 15 kilometers for each travel pattern. All fares are in Indian Rupees. 10/-. Senior Citizen (Above 60 yrs) get discount of 5/-. a purchased extension ticket from the conductor on board is required.T. Regular ticket fare is applicable for the extended journey distance. Go Mumbai smart card required for purchasing Distance wise bus pass. fortnightly.E. Unlimited rides and transfer are available between opted destinations except for single rides. all other passes are valid for entire BEST bus operational area. 26 . Except for City limit and Suburban limit pass. BUSES Distance-wise bus pass values Distance bus value pass are valid only between two destinations (on km basis) on Ordinary/Limited bus service. Distance-wise bus pass values for Adults(on km basis) Distance (km) km 2 3 5 7 10 15 20 Single ride * Adult 4 6 7 8 10 12 14 160 240 280 320 400 480 560 140 660 770 880 1100 1320 1540 Monthly Quarterly Single Ride fares valid only for single journey Above Fares valid only on Ordinary/Limited Bus service and between two destination. 20/. All fares are in Indian Rupees.S. Zonal Pass Zonal Passes can be purchased according to the service type. To travel beyond the destinations specified on the pass. .TQM IN B. Go Mumbai smart card is required to purchase Zonal Pass.& 50/.for weekly. The bus pass are valid for travel between any two destinations up to a distance of maximum 15 Kilometers. monthly and quarterly passes.

TQM IN B. Magic Bus Type of Pass Pass (NonA. This hassled a unique situation wherein it has accumulated a surplus of short change. through its fare collection system. the 27 . 60 lakh worth of fifty rupee notes. In July 2005. 2 crore.11th S.) 90 270 & 12th Std 190 570 Monthly Quarterly Financial Position of BEST Buses Daily earning from its Transport system is Rs.C All Over) 550 1500 Global Express (Non-A.S.E.S. It collects Rs.C. BUSES Zonal pass. and Rs.C. 48 lakh worth of ten and twenty rupee notes.) 800 2000 Diamond (King Long)-All Over 1500 4000 Diamond (Express)All Over 2000 5500 Student Bus Student Bus Pass (Up to Pass . 70 lakh worth of five rupee coins daily. Rs.T.

Ltd. Started. something that their vaults are full. BUSES Company floated tender inquiries to 54 banks to exchange the loose change.E. Limited Municipalized.TQM IN B.S. which total 4. However. 3000 2500 2000 1500 1000 500 0 2005-2006 2006-2007 2007-2008 2008-2009 YEAR LANDMARKS 1873 1905 1937 1940 1947 Bombay Tramway Co.E. Ltd. Bombay Electric Supply & Tramway Co. Co.T. given security consideration. none of the banks sent in a single bid. Started Double Decker Bus Services Introduced First Limited Bus Between Colaba and Mahim introduced B. and others saying it would be in profitable for low denominations. 28 .67 crore.S. &T.

incentives schemes for employees.E. introduced. 29 . adopting the new Japanese technology. Now days BEST buses management improving the services through introducing the new services. kaizen etc. Printing of “Marathi” tickets started Free travel facility to freedom fighters residing in Mumbai.TQM IN B. adopting the new and modern technology. It can be better explained with the help of the following diagram.S. BUSES 1968 1971 1986 1990 1998 2003 2007 Facility of Concessional Fare to totally blind person introduced Seats reserved of ladies in buses. new buses.T. TOTAL QULITY MANAGEMENT STRATEGY USED IN BEST BUSES - BEST buses management dealing always with the lakh of passenger’s everyday so it becomes the service based industry. Low floor bus introduced Bus pass scheme with SMART CARDS introduced. Air Conditioned Bus Service introduced.

T.E. BUSES AREAS OF IMPLEMENTING THE TQM IN BEST TQM IN SERVICES AND FACILITIES TQM IN TECHNOLOGY TQM IN PERSONNEL Launching the New Services and Buses – Now days the BEST management improving and upgraded their service quality by the help of lunching the new and modern buses like (1).S.TQM IN B. BRTS Buses (Bus Rapid Transit System) 30 .

Midi Buses Let’s see the information about the new lunched buses (1). On these sectors newly acquired King Long make buses are being operated during peak hours. (2).TQM IN B. (10). Low floor Buses.E. (3). BEST has introduced upgraded Air-conditioned services under Bus Rapid Transit System (BRTS). Coach Buses (7). along the Eastern and Western Express highways. More and more people are using personalized vehicles and this has resulted in ascendancy of traffic problems. CNG Buses (Compressed Natural Gas Buses) (9).T. BRTS (Bus Rapid Transit System) The vehicle population in the City of Mumbai has increased considerably in the recent past. BUSES (2). Low Floor Buses – We have received demands from various section of the society. who are working for the welfare of physically handicapped. A/C Luxury Buses. Also the Undertaking is operating Air conditioned services on prominent sectors. Trolley Buses (6). All standees Buses. Articulated Buses (5). regarding need for introducing Low Floor buses in the 31 . (4). With a view to motivate private owners to switchover to Mass Transport. Mini buses (8).S.

E. The Undertaking too gave a thought to it. The engine was separate from the bus in this vehicle. as experience showed. (3). But the passengers were not impressed. Articulated Buses – 1967 saw yet another type of bus put on the roads: the articulated bus. These buses were put on short routes.E. and the two were joined together. It has only a few seats. BUSES city of Mumbai. One reason for the failure of the service was that as it passed along very congested roads its speed had to be kept much below its maximum. and they replaced the tramcars on the Gowalia TankMazgaon route on 11th June 1962. The vehicle was of entirely Indian make. the rest of the space being for strap hanging passengers. with the Ashok Leyland of Madras manufacturing the tractor-engine. Somehow. in 1970. As such speed is 32 . There were ten of them. Twelve such vehicles were imported. Could a convenient substitute be found? So it decided to go in for trolley-buses. (5).T. Finally. In response to these demands and suggestion. It was hoped that they would reduce the period of waiting in the queue for the passengers. They were finally withdrawn on 24th March 1971 in favor of ordinary buses. (4). BEST has launched the trial run of Low Floor buses provided by TELCO. the service did not do well. the buses had to be withdrawn. The trolley buses would go out of order again and again.TQM IN B. Trolley Buses – In the days of the B. Company.S. Its tramcars had been ageing fast. The Undertaking was the first transport organization in the country to use such a bus. the proposal to run trolley buses was seriously considered. All Standees Buses – Another innovation came in 1967: the "all standee" bus. and the trolley-bus had to run at a good speed in order to be profitable. and Mahindra Owen of Poona building the ‘bus’ part of it.T.S.

BUSES impracticable on any of the old tram-routes. to put them to profitable use. Therefore. it was discontinued.E. Finally. There was a special fare for this service: 8 paise per kilometer. The driver was also to act as the conductor. Barve Nagar.Mini Buses The idea of using mini-buses was first mooted in March 1969. The income from the service started dwindling. all the aspects of the proposal were under scrutiny. and they were open to hire at three rupees per mile. 33 . (6). the Undertaking started a ‘Coach Service’ in 1966. for example.T. and Pydhoni to Dhobi Talao. Coach Buses The undertaking had eight luxury coaches. and it was to be used for short runs. some public bodies approached the Undertaking with the request that it start a mini-bus service on certain routes as between the Ghatkopar Railway Station and the S. The vehicle was to be something between a taxi and a bus. According to the initial scheme.G. it seems very unlikely that trolley-buses will be tried again in the city. while the operating costs kept rising. for a flat charge of 30 paise. The demand for mini-buses kept growing.TQM IN B. Museum to Mahatma Phule Market (Crawford Market). The service lasted for hardly a year. Colaba Bus Station to Churchgate. In addition to using the bus stops. (7).S. The service operated every day between Electric House and Sion. mini-buses were to ply on the following routes: Strand Cinema to Nagar Chowk (Bori Bunder) or Ballard Estate or Churchgate. Once the novelty of riding in a luxury coach wore out. the higher fares tended to discourage passengers from using it. the mini-buses were to set down or pick up passengers on request. but the demand for them was very limited. unless they had no time to wait for the regular service bus. and between Dadar and Juhu on Sundays and holidays. With more ‘limited’ services introduced on the SionFort route. A year before the proposal started taking shape. the Coach Service was patronized even less. It was intended to use station wagons for this service. in June 1967. Meanwhile.

 CNG is very safe fuel due to its very narrow flammability limits.S. In the wake of this situation there is an urgent need to promote use of alternative fuel as substitute for HSD.  Low noise level of the engine. (2) Mini-buses could be used to provide direct and speedy transport between the suburbs and the central parts of the city. which affects the mobility of 34 . with no black smoke and very low particulate emissions. Thus CNG engine is environmental friendly. which cannot take ordinary buses. Lower rates of pressure rise and low peak cylinder pressures. BUSES Two points were newly stressed: (1) Some of the undeveloped areas in the suburbs have narrow and Kutcha roads.  Excellent knock resistant. The BEST is planning to increase the strength of CNG buses in its fleet. Among the options Compressed Natural Gas has received a great deal of attention and has been already applied successfully to some of the BEST buses (first time in India).  CNG is a clear burning fuel. (9). A/C Buses – In an honest effort to attract the private vehicle owners to BEST buses and thereby reduce the congestion to some extent on Mumbai city roads. CNG can be used in the existing SI/CI engines with minor modifications  Availability in abundance.TQM IN B. At the same time there is continuous pressure on emission control through periodically tightened regulations particularly for metropolitan cities. This will add to passenger comfort.E.  CNG being lighter than air diffuses upwards. lower compression ratio. CNG Buses (Compress Natural Gas) The demand for petroleum products in India has been increasing at a rate higher than the increase in domestic availability. (8). Mini-buses would be particularly useful in such areas.T.

Stanchion bars for safe movement in the corridor (for Luxury Buses). (10). including 20 newly introduced King Long make buses.T. • • • • • Completely Air-conditioned passenger saloon (for A/C Buses) Carpeted flooring Jack-knife doors at entrance and exit Wide corridor for easy movement. These are all the new buses which are lunched by BEST buses management 35 . It thus goes on with its ultimate aim of providing a BEST bus service to every nook and corner of the city. the BEST has introduced Midi Buses at such places. BEST has introduced 71 Air-conditioned buses.S. Midi Buses – The areas in which it was not possible for the BEST to operate the conventional buses due to narrow roads. BUSES vehicles. The salient features of these buses are:Luxury seats with soft transo fabric.E.TQM IN B.

T. BUSES Now days they are more concern about the customer’s retaination and the customer satisfaction.TQM IN B. That’s why the best had taken decision to improve the service quality.E. New upgraded services – (1) Zero Waiting Plan (2) Growing fleet (3) Festival Operation Plan (4) Ladies special 36 . And now they are providing the new and updated services to the customer to gain the customer satisfaction.S.


The important points of operation are Bhatia Baug. In ten years the number swelled to 582. BUSES The BEST operates buses with Zero Waiting Time concept on different routes during the Morning and Evening peak hours to have faster clearance of heavy passenger traffic outside Railway Stations and major residential/commercial/CBD Areas. but the prime need was for increasing the number of buses. these were allowed to take eight standees. The plan is designed keeping in mind the volume/period of traffic with a view to encourage use of Public Transport and discourage use of private and Intermediate Personal Transport modes like Taxis and Auto rickshaws. NCPA. Diwali Festival. World Trade Center. for occupying no more road space than the latter and with only one driver. it carried one and a half times as many passengers. the permission was extended to some double-decker buses.TQM IN B. Also on special occasions like various pre-planned rally’s organized by the 38 . 242 vehicles were on the roads. (2) The Growing Fleet – The Undertaking applied itself to improving its service in many of its aspects. Every year brought new vehicles. The BEST operates special buses during the festivals like Ganapati Festival. the Undertaking has been making a well-planned effort to meet the need. It was restricted in the beginning to vehicles of a particular type. (2) Festival Action Plans – Mumbai being a cosmopolitan city its citizens celebrate their festivals with gaiety and pomp. ten standees were allowed in the city. The ‘standee’ bus system introduced in 1955 was one attempt in that direction. Since its inception in August 1947.T. In the early days of the Undertaking a pressing need was increase the carrying capacity of the buses. etc.E.S. Erangal Festival Christmas and New Year Eve. The BEST ensures that a bus is always waiting for a passenger rather than having it the other way round. In 1958. In these buses. Bandra Mount Merry Festival. In 1947. and seven in the suburbs. A double-decker bus was more suitable than a single-decker one.

Some of the Action Plans are Juhu Chowpatty Action Plan. while boarding the bus during the peak hours.TQM IN B. Excursion Services – 39 . It thus goes on with its ultimate aim of providing a BEST bus service to every nook and corner of the city.T. the BEST has introduced Midi Buses at such places.S. (5) Excursion Action Plan The city of Mumbai has various Excursion points where heavy passenger traffic is generated from the City and Suburbs during Weekends and Holidays. (4) Operation of Midi Buses – The areas in which it was not possible for the BEST to operate the conventional buses due to narrow roads. the BEST operates Excursion Action Plans on various routes on Sundays/Holidays. Similarly “Ladies First at Starting Points” trips are also provided to facilitate lady commuters. BUSES social bodies where huge crowd is expected. the BEST has introduced Ladies Special Trips on heavily patronized routes. the Undertaking is operating special buses in consultation with the organizers. To cater with the heavy demand of the passengers. National Park Action Plan etc.E. (3) Ladies Special & Ladies First Services In Order to reduce the hardships faced by the Lady commuters.

TQM IN B.T. has introduced a special heritage tour with effect from 26th January 1997. BUSES BEST in collaboration with the Maharashtra Tourism Development Corporation. in an Open Deck Bus in South Mumbai.E. (1) (2) (3) (4) (5) (6) Ground bookings Operation beyond municipal limits Bust transport in suburbs More facilities for passenger Ferry services Bus fares The excursion services can be better explained with the help of following chart - GROUND BOOKINGS BUS TRANSPOT IN SUBURBAN EXCURSION SERVICES OPERATION BEYOND THE MUNICIPAL LIMITS MORE FACILITIES TO JOURNIES BUS SERVICES FERRY SERVICES 40 .S.

T. in order to relieve the hardships faced by the commuters of Navi Mumbai.TQM IN B. BUSES (1) Ground Bookings – For the convenience of the passenger the Undertaking has implemented ground booking scheme at the prominent locations during peak hours. the Chairman. to extend a few services of BEST into the jurisdiction of Thane Municipal Corporation. into the limits of the bordering corporations. and BEST being the monopoly stage carriage Operator of this great Metro. 2) Mira-BhayanderCiting the reference of the BEST operation in Navi Mumbai area. the BEST management was requested to extend some of its services from Mumbai to Navi Mumbai. (2) Operating Beyond the Municipal Limits – The BEST operates inter-city services to three different areas beyond the Municipal limits of Mumbai city. it becomes the prime duty of BEST to ensure the 41 . on behalf of the residents of the Thane area. i. MiraBhayander Nagar Palika and the residents of that area requested the BEST to extend the service in their jurisdiction.E. Thane Municipal Corporation had requested the BEST.S.e. The three areas are as follows: 1) Navi Mumbai Due to the closure of the Bombay Metropolitan Transport Corporation. Transport is the lifeline of any city. 3) ThaneThe Mayor.

E. (4) More Facilities for the Passenger You have read of the various schemes operated by the Undertaking to augment the efficiency of its transport service. The request was more of a challenge . The undertaking accepted the challenge. Accompanying them was a guide to tell them about the important places.S.S. buses started plying in the western suburbs. The Undertaking bought eleven of the buses the Bandra Bus Company had been using. They were taken round in the coach on a guided tour of the city. Company. a reading light for each seat. and the practice continued. adjustable backs.000 passengers at twenty-four hours’ notice.S. and fans. 42 . Simultaneously.T.T. were being made available. and Communication network is not proper and it is here that the onus of developing a transport network falls on the BEST. schools and private parties had been hiring out buses.TQM IN B. B.E. (3) Bus Transport in Suburban The Bandra Bus Company used to run the bus service in the Western suburbs.for it meant assuming the responsibility of providing transport for 50. if the Transportation. As the Company refused to comply with the Regional Transport Authority’s order that only the main road in those suburbs should be used for the service. besides the daily bus service.E.T. Some facilities tried out by the Undertaking were given up after a while as unworkable. It was started in August 1955. Since the days of the B. The Undertaking was overwhelmed with expressions of praise and gratitude. No city or township can develop. which was hailed by the residents of the suburbs as a boon. undertaking to take it over immediately. The coach was fitted up with all manner of conveniences like Dunlopillo cushions for the seats.T. the Authority requested the B. Twenty-six buses were spared for the service.E. That was on 30th September. The Luxury Coach Service was one of these. And on 1st October 1949. The coach was mainly meant for the use of foreign tourists. more facilities.S. 1949. BUSES development of the satellite townships by providing a proper transport network.

the minimum fare was raised from 7 paisa to 10 paisa.E. 20 and so on. like 1. bus travel in the city became even cheaper. For an anna you could now travel a mile and three quarters.TQM IN B. with the basic fare of one anna taking you a mile and three quarters. In the suburbs too the fare was brought down from one anna per mile to nine pies that are three quarters of anna. as the distance increased the fare per mile came down. 15. But the fractional fares were restored. From April 1951. Then came the changes in the fare-structures. In 1959. as it were. that is. that is. The suburbs naturally profited from this. but only one mile in the suburbs. The Brihanmumbai Municipal Corporation entrusted the running of the service to the Undertaking acknowledging its excellent bus service.1/2 anna or 2. for the fare ‘stages’ were rounded off to the full anna. the fare was ‘flat’. with decimal coinage coming into force.T. 10.S. From 21st April 1963. 1951. it remained the same whatever the distance. that is.1/2 annas and 3. The disparity in the fares for the city and the suburbs was brought to an end in October 1955. Company was taken over by the Municipal Corporation.1/2 annas.T. except for the 7 paisa fare for the first stage. For one anna you could go a mile and a half in the city. The Undertaking has justified the trust placed in it by making a success of the Marve-Manori ferry service. 43 . the fractional fares.S. These came into effect from 15th January 1959. However.E. BUSES (5) Ferry Services The BEST Undertaking started a ferry service at Manori in 1981. For the city the fares were telescopic. For the suburbs. the bus fares continued unchanged till 31st March. instead of a mile and a quarter. all the fares were multiples of five. (6) Bus Fare Even after the B.

But ‘external’ troubles invariably do. To make it worse. and sometimes they can be serious. The organization has to take them in its stride.TQM IN B. The complaint is traced to a misunderstanding. Then there are the railway accidents.S. of course. and carry about 47 lacs passengers. and in twenty-four hours the ticket-issuing machine with every conductor was replaced with a ticket-box. not all of them cause disturbance to the transport service. The dislocation caused by the first heavy showers of the rainy season is almost a matter of habit. specially designed to print and produce a ticket of the required denomination at the turning of a handle. The details of revised bus fares from 1963 onwards are given below: Every day the Undertaking’s buses run about 6. In 1950. difficulties will arise. These are ‘internal’ troubles. the Undertaking took swift action. 44 . who were obviously anything but foolish. the moment the trick was discovered. and normal working is resumed. the Undertaking had a serious problem to face. A trivial incident touches off a lightning strike. riots and hartals (or bandhs). do their best. but the best in such circumstances can never be good enough. The machine recorded the amount automatically. Troubles have to be taken for granted. But some conductors. That puts further responsibility on the bus service. the railway services too are disrupted. BUSES The Undertaking revised its bus fares from time to time strictly according to the provision made under Govt. and man-made troubles like strikes. notification.T. but it has not been found wanting. Conductors in those days carried a ‘ticket-issuing’ machine. The buses. It is set right. found a way of so manipulating the machine as to make it record less than the amount collected.51 lacs km. the conductor had to pay in the day’s takings as recorded. and buses have to be diverted. How much the Undertaking was fleeced of was anybody’s guess. At the end of his day. These figures are an index of the vastness of the transport system. They put a heavy strain on the bus service. However. It would be wrong to expect that everything will run smoothly in such an organization. This sounds smooth and foolproof. There is hectic running about.E. The low-lying parts of the city are flooded.

80. In Mumbai. leaving out buses. and some widening here and there. the driver’s cabin has to be fitted with wire meshes to protect him from different types of flying missiles.T. Should the bus service be suspended then? The Undertaking does not opt for it. but over the years the roads have been the same. the number of vehicles. On some of these occasions not many people move out. Other means of conveyance too keep increasing in number. The average speed of our buses has been falling down. At present it is 12 to 15 km.E. on such occasions. 45 . was 45. except for a few additions. Today there are over 6 lakh vehicles on Mumbai roads. Buses. are exposed to the risk of being damaged.000. In such a situation. among other things. per hour. In 1961 it was 85.TQM IN B. for instance. BUSES Strikes and political agitations usually aim. per hour.000. at disrupting communications.000. The number continues to grow. In the congested localities it is as low as 6km. it owes a duty to the community. the vehicles have to move slower and slower. There is always a limit to the number of buses a transport organization can run. and in 1971 it reached 1.S. and to its efficiency as well. for there is a limit to what the city roads can carry. in 1951.

TQM IN B. daughter. Explanation of this as follow- Free Travel Facility Presently. Police 46 . the BEST provides free travel facility to the freedom fighters. brother or sister are allowed to travel free on BEST buses. son. As such it is felt essential to provide concession to certain sections of society. BUSES Modern Facilities Provided by BEST Buses Management BEST believes that it has a social obligation towards the city where it has grown. One person accompanying the freedom fighter is also permitted to travel free.S.T. A few facilities are listed below – (1) Free travel facilities (2) Concessional fare (3) Pubic cash counters for distributions of 5 Rs. Coins (4) Special counters (5) Reservation of seats (6) Front door entry (7) Passenger refund claims (8) Disaster management (9) Lost property (10) Free travel facility (11) Pass schemes and other facilities. Municipal Councilors and Non-Councilor Members of the BEST Committee are also permitted to travel free on BEST buses. mother.E. Members of Legislative Assembly and Legislative Council. accompanied by his wife and Female Members accompanied by any one viz. husband. father.

BUSES personnel are allowed to travel free on BEST buses against an ad-hoc payment of compensation towards free travel facility by the Government of Maharashtra. 2 seats for Senior Citizens and 6 seats for lady passengers in the Single Decker buses. In the Double Decker buses it has reserved 3 seats each for lady passengers and handicapped persons and 2 seats for Senior Citizens. Special Counters are also opened at the following places for the same – (1) Bandra bus station ( West ) (2) Andheri bus station (West) (3) Agarkar Chowk Bus Station. This facility of free travel however is not available on Luxury and Air-Conditioned services. Persons who are 60 % and above. at all the Depots. permanently Orthopaedically handicapped are charged concessional fare.00 hrs to 15. Student studying up to Higher Secondary and up to the age of 22 years are charged concessional fare. Concessional fare facility is not available on Luxury and Air-Conditioned Services. on all working days.100. Blind persons are charged a flat fare of Re.00 hrs.coins For the benefit of general public.TQM IN B. 5 / in exchange of notes in the denominations of Rs. The timings for this are 10.S.E.per journey.1/.T. coins in the denominations of Rs. Concessional Fare Children below 12 years of age are charged concessional fare. 50/. are made available by the Undertaking. Public cash counter for distribution of 5/. Andheri (East) Reservation of Seats: The BEST has reserved 3 seats for handicapped person. Front Door Entry: 47 .or Rs.

E. As per Act 132(4) of Bombay Motor Vehicle Rules 1959 (New rule 122 of Maharashtra Motor Vehicles Rules 1989). Initially the Lost Property section was at Colaba Depot. Timely actions are taken with the help of our communication system. he writes on the back it the ticket the amount of balance due and authenticates the same.TQM IN B. Lost property The lost property section of the Transport Division is in existence prior to the municipalisation of the BEST Undertaking in the year 1947.The passenger can claim the balance amount from Ticket & Cash Department. Such a ticket is treated as a receipt by the BEST.10.S. and expectant mothers to board the bus from the front door except at starting point.1859/69814-XII date 07.1959.T. 48 . Passenger Refund Claims: In case the conductor does not have enough change to return the baklace of the passenger. However the BEST Undertaking has been exempted from the provision of rule 132(4). head office at Wadala after producing the ticket. and therefore all such articles are deposited in the Lost Property Section of the Undertaking vide notification issued by Home Department No MVR. Transport House and it was subsequently shifted to 2nd floor of Wadala Depot. Disaster Management – In the event of disruption of rail services the BEST operates additional buses in the area of disruption. Administrative Building with effect from 01/02/1980. senior citizens. BUSES The BEST have permitted physically and mentally handicapped persons. the Lost Properties were required to be handed over to the Police Department.

T.  The particulars of charges to be recovered as per Administrative Order Number 304 dated 06/02/2003 from claimant are as under:  Storage charges are only applicable for cash deposited and collected only after 3 days from the date of lost. the claimant has to obtain No Objection Certificate from concerned police authorities. who sent it to the concerned Depot. After verification and receiving necessary charges.  Whenever any claimant approaches Lost Property Section at Wadala Depot.E.  Traffic outdoor staff has been strictly prohibited from handing over any Lost Property articles directly to the claimant. In case of higher amount or valuable ornaments. passport. election voting identity card or driving license of the claimant. the articles are issued only after confirming the Identity and genuineness of claimant on verification of residential proof such as ration card. the concerned Traffic Officers can issue such articles at the Depots after satisfying themselves as to the authenticity of the claimant and charging necessary charges as applicable. after bifurcating them as per their category.S.TQM IN B. articles are handed over to the claimant. 49 . On receipt of such articles from Depots to Lost Property Section the same are entered in the register maintained for the purpose. BUSES The working of the Lost Property Section is given below:  The articles found by the conductor or any other member of staff in the bus or in the premises of the Undertaking are handed over to the nearest Bus Terminus Starter. However. then the articles are issued to the claimant by the officer on duty after due verification and taking necessary charges as per the administrative order.  Whenever any claimant approaches immediately to the Bus terminus / Bus Chowkey where the article is deposited. These articles are then forwarded to the Lost Property Section.

or more then the concerned member of staff is recommended for cash reward / appreciation letter to be given on BEST Din.  Perishable articles such as vegetables. tea powder. Unclaimed lost property articles (Semi valuable. The other perishable articles such as sugar. oil. and there after deposited at the Undertaking Cash department for safe custody.2000/. In case of foreign currency deposited in the Lost Property section the same is deposited with our Cash Department at Dadar for further disposal. and talcum powder etc are kept for 10 days in the Lost Property section and then disposed off.TQM IN B.E. ready food etc is disposed off on the same day at the depots by auction in the presence of Traffic Officers. and auditor. If the value of the article deposited is Rs.T. by auction in the presence of officers.S. Medicines are kept for one month and then disposed off. and sundry) are sent to Oshiwara Scrap yard after one month for further disposal by way of auction.  A letter of appreciation is issued to the member of staff who deposits lost property articles. BUSES  The cash or valuable articles (Gold or Silver Ornaments) received in the Lost Property Section is kept in the section for one month. 50 .

value of the bus pass. BUSES Pass Scheme and other facilities in BEST buses s The scheme of Bus Passes was introduced in BEST Undertaking from 2 January 2007. The entire activity of issuing / renewing bus passes (Smart Cards) is outsourced. The Bus Passes are in form of Smart Card. • Other facilities Rs 25/- 51 . Annual basis. which. Quarterly.20/-. the permitted destinations for travel on bus pass & the I-Card Number of the Pass Holder.S. Conductors working inside the buses / Inspectors posted for checking the passenger tickets validate these bus passes with the help of a Hand Held Terminal (HHT).T. is a plastic card resembling to Debit/Credit Cards of Banks with a built in electronic chip that stores information of validity period of the bus pass. and passenger’s Identity Card number. BEST management also introduced the Magic Bus Pass of Rs.E. At a time passenger can load more than one type of bus pass on the same Smart Card as per his requirements. the destinations of travel permitted on the pass. 15/-.TQM IN B. Rs. The screen on HHT displays the validity period of the pass. Passenger can charge (purchase / renew) these Smart Cards for different types of passes at any of the convenient Service Delivery Points (SDP) located at various important Bus Chowkies & Bus Depots in the City. It available at Monthly. These Smart Cards are contact less cards and can be validated by Bus Conductors or Inspectors by simply holding these Smart Cards close to the HHT.

BEST gets immense satisfaction when a bus is seen plying during the heavy monsoon when everything else stands still.C. clothing and shelter are considered to be the basic needs. The space on grab handles will be sold by them as an advertisement space at their cost and the revenue will be shared with BEST on a fixed income per bus per month basis (4) Help Line Facilities - The BEST is working hard to improve the quality of service given to the commuters.E.O. Passenger's 52 . Vodafone customers drop their payment cheques in these boxes and BEST gets Non Operating Revenue towards fixed rental charges and cheques collection charges per bus every month.s inside BEST buses was one of the measures enlisted in the actions to be taken under Disaster so to provide them means of communication. The various cadres of authorities closely monitor the services for maintaining the Punctuality. and Regularity. (3) Grab Handles on BEST Buses – M/s.O. One drop box is installed per bus behind the driver’s cabin area. has installed their Drop Boxes in BEST buses.S.C. (2) Cheques box – M/s..TQM IN B. Ltd.s in BEST Buses: The purpose of fitting P. BUSES (1) Installation of P. Vodafone Ltd. in the same manner the BEST bus also has become an integral part in the life of the citizens of this Mumbai. This will also yield Non Operating Revenue to the Undertaking. Just as food. Admire Sign & Display Pvt. These Grab Handles are patented product and would be maintained by them. Reliability. a firm engaged in business of advertising has replaced the old grab handles with those of international design and standard. It is said that the city can be considered as normal if the BEST bus is seen plying on its roads.T.

TQM IN B. BUSES suggestions.S.00 to 19.(1) Transport Engineering (2) Unification of tram and bus workshop (3) Standardization of bus control (4) Engineering department (5) Operation wing (6) Bus control section (7) Project planning and development 53 . TQM IN TECHNOLOY BEST buses management is also introducing modern and upgraded technology to improve the service quality and serve the best quality services which makes BEST buses best. 50 /. queries.00 hrs for Rs.E. and complaints are heard or examined and rightful decisions are taken.T. These are the all facilities offer by BEST Buses to improve their qualitative services for their customer.per car. (5) Parking Facilities List of parking facilities available at BEST Bus Depots in Mumbai from 09. Following are the technology which they introduced.


the machine shop. People living in the surrounding area complained of nuisance from the workshop in 1910 and the Company (by now the B. When bus services were introduced in 1926. on a 999-year lease. a tyre section. such as a heavy-duty shaping machine. a machine stop. etc. The work was carried out in sections such as the truck shop. the paint shop. calibration and lubrication. another bus workshop was opened at Dadar near the tram workshop. It was equipped with all the necessary machines. BUSES CHART SHOWING TQM IN TECNOLOGY IN BEST BUSES Transport Engineering The origins of the Kingsway Workshop go back to the Colaba Causeway workshop of the Bombay Tramways Company as it then was. a bus workshop was opened in Colaba. When the Colaba workshop began to prove inadequate to the needs of buses. a paint shop. Transportation engineering was now divided into separate sections for trams and buses. an armature-winding plant.TQM IN B.S. between Dadar and Matunga. 55 .T. a coiltesting machine. body and ancillaries. a tyre-cutting lathe.T.E. etc. an electrical section. a unit section. a tyre-heating furnace. and seats and windows. This workshop had various sections for repairs to chassis (base-frame.S. etc. engine and wheels). The workshop was opened there in 1886.E. Accordingly. A workshop was soon erected on the plot. The workshop undertook the repairs of both the coachwork and the electrical machinery of trams. Company) decided to shift the workshop to a convenient spot in the north of the city. in June 1915 land was acquired from the Improvement Trust at Kingsway.

the tram and bus workshops were merged. Economically. When trams were abolished in 1964. The pits in the tram sheds (for under carriage repairs) were filled in and leveled and the space was allotted to bus body repair sections.S. The rearrangements at unification were carried out as methodically as possible. They were. Some of the tram workshop staff were redundant under the new arrangement and under the regulations. The layout of the Shops was arranged.S.TQM IN B.T. buses were imported from England. further land was acquired next to the Kingsway Tram Workshop and the new Workshop was planned to maintain a fleet of 600 buses. BUSES After 1947. However.E. this was a sound proportion. suitably re-trained and absorbed in the bus workshop. in 1961. however. The work of shifting of machinery and equipment and merging of shops was carried out without affecting the daily production. 56 . The chassis (and spare parts of the chassis) of D. In 1950.E. This was a useful temporary expedient.D. the rest were single deckers.T. double decker buses constituted 65 to 70 per cent of the fleet. Machines no longer useful were sold. At the time the Municipality took over the B. Company. The space needed for each section was calculated as for an assumed fleet of 1500 buses. so as to avoid unnecessary movement of materials. Unification of Tram and Bus Workshops When the trams were abolished. but these sheds had been specially designed for trams and did not permit a scientifically planned expansion of the Bus workshop.D. the tram sheds in the Kingsway Workshop were taken over for the expansion of the Bus Workshop. could have been retrenched on payment of compensation. the Government of India laid down restrictions on the import of D. the workshop space was found to be inadequate with the expansion of the bus service.

As the fleet grew. With processes such as welding and metal-spraying. Their units were dismantled and the parts were thoroughly inspected for the degree of wear and tear.T.E. master-cylinders. Six new depots were constructed for their maintenance.E. wheel-cylinders. out of every 100 vehicles only 81 were available for actual service. the other.T. and rocker shafts. for they were being manufactured in India. New chassis were not available. Shortage of spares delayed their repair. In 1961 the fleet comprised 1045 buses in all. only the Colaba Depot was available for the maintenance of buses and minor repairs. Inquiries were set on foot about the possibilities of having replacements for the condemned parts manufactured in the country. two alternatives were open: one. i. valve guides. Then they were sorted into reparable and condemned. etc. tappets. to purchase the uneconomic single-deckers. Transportation Engineering accepted the challenge and started methodical work. Indian manufacturers were induced to undertake the manufacture of parts which were needed on a large scale. to strive for self-sufficiency by repairing the existing double-deckers with maximum efficiency and putting them on the road again.S. In the circumstances. Attempts were made to repair them in the workshop.TQM IN B. The same solution could not be adopted for parts which were not needed in large quantities. the need for more depots was felt. About 50 vehicles in the available fleet were temporarily withdrawn from service and brought into the workshop. were given a new lease of life. BUSES chassis. the other 19 were in the workshop awaiting repairs. as it was proposed to manufacture the chassis in India. The Undertaking’s buses were in a grave state at this period. crank-shafts. flywheel housings. metal-stitching. Until the B. etc.. Most were old. main and big-end bearings for Gardener engines. The Wadala Depot was equipped for the 57 . Company was taken over by the Municipality. such as pistons rings.S. cam-shafts. such parts as valves. The fleet utilization was 81 per cent. sleeving. The import of spare parts was also severely restricted.e.

Standardization of Bus Construction From an engineering point of view. Engineering Department - 58 . Another early step was to standardize the various fitments on bus-bodies. Type C included both single deckers and doubledeckers and used both steel and aluminum in their construction.deckers. a bus has two main components: the body or coachwork and chassis (together with the engine and the transmission) on which the body is built. Type A comprised single deckers. Type B comprised double .TQM IN B. small depots were built at convenient spots in the city and its suburbs. A large diesel tank is required. the authorities decided that no depot should be called on to look after more than 125 to 150 buses. These variations proved troublesome and costly in maintenance. Manufacturers build these types of buses in conformity with special designs prepared by the Transportation Engineering Department. Transportation Engineering takes all these requirements into account in designing a chassis to suit the special needs of city traffic. After this. Both were standardized as far as possible. In the period up to 1960 different manufacturers built varying bus-bodies. In the city gear-changes are far more frequent and brakes must be extremely efficient. Some busbodies were of composite type and some were built of steel and aluminum. Accordingly. buses were classified into three types. A decision to have complete metal bodies was taken and brought into effect from 1962. also steel-built throughout.E. In 1967. medium horse-power is adequate for the engine. At this time it was the largest depot in Asia. The demands of city transport are different in some respects from those of other transport. steel-built throughout. Efforts are being made to improve the bus-bodies and make them better looking. taking long maintenance experience into account.S.T. with a view to standardizing bus construction. BUSES maintenance of 300 buses.

replacement of heavy unilts. Depot is another work centre. BUSES The transport wing of B. A workshop located centrally at Tillak road near khodadad Circle. which carries out major overhauling of all unilts. In order to keep this bus fleet roadworthy. All unit overhauling.S. major body damage repairs and modification work.E. & T. We have 25 depots located in four zones viz.E. reclamation work.S. Brake. undertaking operates buses within the Municipal limits of Greater Bombay and it is presently extended up to Belapur in Navi Mumbai in northeast direction as well as up to Bhayander and Teen hath naka at Thane. Transmission Units (4) Electrical Units (5) Tire section (6) Machine Shop & Reclamation (7) Chassis overhaul. reclamation activities are carried out in the workshop.T. plant & equipment installation and repairs. chassis.TQM IN B. Eastern suburban zones. Central. carries out preventive maintenance as well as repairs on buses. a Two –Tier System of maintenance is followed by Transportation Engineering Department. Repair and Scrapping (8) Inspection Section & Chemical Lab (9) Material Control (10) Work Study section 59 . Following are the important sections of workshop. City. which provides bus services effectively on every day. This system facilitates groping of jobs requiring same process/ machines/ equipment’s together for better utilization of manpower. Western. Dadar workshop has a built up area of 27.170 square meters. Dadar acts as on work centre. (1) Bus body repairs & its ancillary sections (2) Engine & its ancillary Units (3) Major Units.

Motor vehicle section and statistical section. In order to curb the menace of air pollution. body damage repairs of buses. many jobs are given to outside contractors such as Boby repairs. This section is equipped with wireless sets and the mobile sets are installed on break down vans located at each depot. labor cost. important chassis or bus components is maintained at depot level. Bus Control Section – This section in the undertaking primary after breakdown of the vehicles on the line as well as looks after the repairs of plant and equipment a the depots. installed at depots. Smoke meters of the latest state of the art technology are provided in all depots itself. RTO passing.T.TQM IN B. Operation Wing – Operation wing consists of 25 depots spread over the areas of greater Mumbai in addition to Bus Control secton. The smooth fuctioning &roadworthiness of the buses on the line is ensured in the minimum amout of downtime. Tier re-trading. which is fast deteriorating the health standards of the citizens of Mumbai. machinery. BUSES Considering higher in – house cost i. This section also deals with breaksdown of plan. This approach I called as Tapered integration where by overflows of workload or new activities are carried out without increasing present manpower. For its effective.e. An important stock of various units. Tire cut repairs & reclaimation of spares. Depot replaces the defective units with the important stock units and sends the defective units to Material Control section of workshop for repairs. unit replacement. central workshop and senior officials of BEST. bus operation all depots carry out various mailntenance practices such as preventive maintenance. It aksi acts as coordinator between depots. BEST take special efforts o curb the amount smoke emitted by our vehicles.S. Project Planning & Development – 60 .E.

BUSES Technical Training Centre. which goes to the depots and imparts training related to specific problems of maintenance of different types of bus systems. etc is carried out by the Chemical Lab. and physical properties like hardness.TQM IN B. equipment & latest trainin aids. greases. dimensional check. On the job training is impared to trade apprentices in various cadres as well as pro0bationary engineers. Training centre is well equipped with models.S.equipped mobile trining van. breaking strength etc. Research & Development Section – • • • • • • New technologies introduced Automatic fan belt Accelerator cable in place of linkages Diesel pre-heater Air intake by pass system on CNG buses Buses running on Bio Diesel 61 . Inspection and Chemical-testing Lab – We have physical and chemical –testing Labs to test the mterial as per relevant standard specification. It also conducts refreshyer taining programs for supervisory staff or employees. Physical Testing consiss of Visual linspection. We also have on well.T. etc. paints.E. tensile strength. Chemical testing of material. Wadala – BEST introduced Technical Training Centre situated at Wadala depot. This Lab also monitors field trials on various grades of lubricants.

TQM IN B. Following are the main schemes introduced by BEST buses management to improve the quality of the personnel policies – 62 .E.T. BUSES TQM in Personnel – In any organization there are efforts to increase production with or without increase in productivity.S.

The vehicles are just one factor in a 63 . The Undertaking has always been trying to achieve such sufficiency.S. But then what does ‘sufficient’ mean? You cannot define it. BUSES TQM IN PERSONNEL INCENTIVE SCHEMES FOR THE EMPLOYEES BOUNS SCHEMES FOR CONDUCTOR CAUSUAL WORKER CHART SHOWNG TQM IN PERSONNEL (1) Incentive Bonus Scheme For The Employees To provide the passengers with a comfortable bus service needs a sufficient number of vehicles.E.TQM IN B.T.

(2) Absenteeism among employees is epidemic in the March June period. and their maintenance was to be carried out according to the methods and time-table laid down by the manufacturers.E. mechanics were stationed specially for the job at some of the starters’ chowkies at the important termini. Selected drivers were put on these vehicles. Some efforts made by the Undertaking in this direction in the beginning were as follows: (1) The system of granting an efficiency bonus of Rs.25 every quarter was started in 1951. There are others like the conductors. The van goes to the ailing bus. the employed had to attain a certain level in attendance and in efficiency. no increase in the number of buses is going to make it ‘sufficient’. To deal with major defects there is a ‘Breakdown Lorry or Van’. fifty double-decker buses of Leyland Titan make were grouped together in the Central Depot.TQM IN B. the usual number of buses cannot go out on the roads. and to decide on the remedies for them. fifty vehicles of the same make were grouped together. Similarly. If all these employees are not up to the mark. In order that such a bus should not get stuck on the road for long. A special bonus scheme had therefore been instituted for this period. Efforts to secure such efficiency have to be made methodically. For lack of conductors and drivers. To find out the defects in the maintenance of vehicles. It applied to both the conductors and the drivers. the drivers. one by one.T. and taking care to avoid altercation with the passengers. to dissaude them from going on leave. On the basis of this. So much depends on the proportion of vehicles stabled for repairs. the conductor issuing tickets promptly. Similar groups were made in the other depots. 64 . the efficiency of the service depends a good deal on the conductor and the driver not unnecessarily holding up the movement of their vehicle. To operate the scheme. and sets it right as quickly as possible. a model maintenance system was to be finalised. the maintenance staff and the repairs staff in the workshops. (4) Sometimes it is minor defect which puts a bus out of action. To be eligible for the bonus. BUSES bus transport system. and then aplied to all the vehicles of that make. (3) A scheme called ‘Model Unit’ was started in 1961.S.

T.S. etc. The fare collected by him during the month was taken as his ‘work’. There were not enough vehicles. (2) Bonus Scheme For Conductors Under this scheme. New York and Tokyo. the efficiency is not of an individual. it is the result of the co-operative effort of workers from each of the 65 . BUSES (5) The schemes like ‘bus running control’. a conductor was to be granted a bonus for extra ‘work’. "The Incentive Bonus Scheme for Bus Transport instituted in April 1967 proved quite effective in combating some of the troubles mentioned above. (2) The Undertaking could cope with the traffic without increasing the number of buses. the three categories of staff namely Bus Drivers. Some of the immediate benefits of the scheme were as follows: (1) the number of complaints received from passengers dropped from 600 to 400 per month. New Incentive Bonus Scheme Like the conductors. And yet they seemed to fall short of the requirements. and it called for more throughgoing and fundamental improvement. Workers in the Traffic and Engineering Departments and the Maintenance Staff are important in a bustransport system achieving maximum efficiency. it was still considerably higher than in the bus systems in cities like London. Although their proportion was gradually coming down. But. in their case. The wireless van is a special feature. Then there were the sick vehicles. The proportion of absentees came down.TQM IN B. (4) The proportion of absentees among conductors came down.E. There was much scope for improvement in the maintenance of vehicles. It does important jobs like reporting breakdowns of vehicles to the staff concerned or asking for extra buses at points where there are inordinately long queues of passengers. the wireless van. but even then it was large enough to affect the working. (3) Passengers had to wait for a shorter time in queues. These schemes were definitely instrumental in increasing efficiency. Would the recruitment of women conductors bring about an improvement in the attendance? This was considered in 1951. It was a trying situation. The population of the city kept growing. The rainy season brought in its wake a flood of complaints about leaking roofs and windows that got stuck. were in operation.

Now wages are increasing from Rs. And they have to be tackled! Else the press and the citizens will not leave you in peace.E.that is. This scheme too had proved effective. they keep on cropping up all the time.000 drivers. 66 . Causal worker must have the RTO Batch number of Heavy Vehicle. This scheme was designed to keep more buses running . to reduce the number of ‘sick’ buses. The measure of efficiency in this case was the number of vehicles lying idle in the workshop waiting for repairs. When they work for 8 hours they get wages.to Rs. this scheme brought down the percentage of ‘sick’ vehicles by 2 to 3 per cent which meant 100 vehicles more on the road.T. Gratuity and many more facilities which get to permanent worker. They get the facilities of free travel in by BEST bus anywhere in Mumbai. In 1969. Causal worker Now days BEST starting recruitment of Causal Worker. PROBLEMS OF BEST BUSES No urban transport service can hope to escape problems. 3. 200 of the traffic supervisory staff and 2.TQM IN B. BUSES three categories. The workshops too came under a similar scheme from 1st October 1969. Such joint effort enables a bus to run smoothly and punctually. In that year about 4. Causal workers are not permanent worker. 140/-.S.100/.000 maintenance workers joined the scheme. The causal worker does not get any facilities such as PF. the percentage of vehicles under repairs dropping.

The rush is north-south in the mornings. Mumbai has most of its Government. Mumbai had started changing in a big way since World War II. BUSES Knowing this fully well. did not come 67 . the BEST undertaking took charge of the bus and tram transport in the city in 1947. as far as the city was concerned. and in the reverse direction in the evenings. (1)Migration is increasing Every day migrates are coming in Mumbai and settle down in Mumbai so the population is increasing. And due to the traffic problems.T. (2) Increasing the population at increasing rate Actually. So the numbers of BEST buses are not enough to fulfill the need of transportation of every body. And the rush is increase.TQM IN B. and it soon ran into a whole lot of problems. sometimes the BEST buses are not able to provide the qualitative services to their customer. Oblong in shape. Solutions for the problem face by BEST buses Mumbai has thus changed a great deal from what it was about fifty years ago. and the difficulties of adjustment that changes usually bring.E. was most unexpected. the next ten years took it to 41 lakhs. This sets a traffic pattern. in the next ten years it shot up to 28 lakhs. professional and commercial centers of work concentrated in its southern part. But the changes. This population explosion. (3) Traffic problems – The main problems in operating in BEST Buses in Mumbai city is the traffic problems. Its population in 1941 was about 14 lakhs. Due to the increasing the rate of the using the private vehicles there is increasing in problems of traffic. and in 1970 it was 56 lakhs.S.

But the Undertaking also gave a thought to long-term measures like getting a scientific survey of the busroutes made with the help of a computer. and more buses were acquired. The seating arrangement in the buses was altered to squeeze in a few more passengers. (2) The procedure for repairing the buses was streamlined so as to reduce the number of buses on ‘sick list’. mono rail. (3) These fifty years the Undertaking has been conscientiously trying to plan for and provide as efficient a service as it can.TQM IN B. according to the pressure of traffic.E. It discovered that a short-term measure can only bring a temporary cure. OUTCOMES 68 . BUSES suddenly.T.S. water-bus or mini-bus. They were spread over the years. And expertise to find the solution for this problems. In its early years the Undertaking tried find a solution to every problem like – (1) The available buses were re-allocated amongst the various routes. It strengthened the Undertaking’s resolve to pursue its problems to their roots. Every increase in the pressure of traffic rendered such measures are required in practice. or getting experts to study the possibilities of using alternative means of transport like underground railway.

T. social life. seek solutions.S. and working life. it is a systematic. BUSES SR. 1 OBJECTIVES What is TQM and Importance. Relevance.TQM IN B. KAIZEN means of continuing improvement in personal life. NO. and cooperate on the principle that employee’s participation in decisionmaking and problem solving improves the quality of work. This group meets voluntarily. TQM is not a program. integrated. on a regular basis.. 2 To know more about tools and techniques like Quality circles. and Implementation of TQM? FINDING TQM is a structured system For satisfying internal and external customers and Suppliers by integration the businessenvironment. KAIZEN is a culture of continuous 69 . to discuss problems. A Quality Circle consists of a small group of people who perform the same jobs or tasks.E. life. TQM means continuous improvement in work to give quality services to their customer. and organizational way of life directed at the continuous improvement of and organization. Kaizen etc. home. Quality circle and Kaizen are very much effectives tools and techniques to implement the TQM.

Midi Buses etc. In TQM in technology they used now modern technology like Transport Engineering. Special transport arrangements are made and extra buses under various action plans are operated during the year on various social or religious occasions. to provide the qualitative service to the customer. and they provide new facilities like zero waiting plan. there were 242 buses in operation on 23 routes and these buses carrying 45 lakhs passengers daily on 335 routes.TQM IN B. introduced 4 Implementation TQM in BEST Buses.S. excursion services. BEST implement TQM in services and facilities and TQM technology. 3 To more about BEST Management an d daily operation BEST is public utility company they manage their work very efficiently complicated management. TQM in personnel. ladies special plan etc. 70 . BEST took over the company in 1947’.T. While implementing the TQM services like pass schemes and facilities they introduced new buses like BRTS Bus.E. BUSES improvement focusing on eliminating waste in all systems and processes of organization.

E. increasing and migration. 5 Problems faced while operating and solution find by BEST for problem. BUSES the R&D department for giving new and innovative services. And they find the solution on it like introducing new buses. population.S. In TQM in personnel they came with the Semployee new incentive plan and causal worker etc. increasing the round of buses etc. ARTICLES FROM NEWS PEPAR CCTV In Best Buses 71 . They faced problem like traffic.TQM IN B.T.

“The black box has a storage capacity of two days. the Brihanmumbai Electric Supply and Transport Undertaking (BEST) has entered into a barter deal to install closed-circuit television cameras (CCTVs) inside its 3. Starting this month-end.400 buses as part of a major security measure. the footage will be automatically deleted. we can download a particular recording and keep it for our record. “M/s Aments has got the contract for 10 years. BUSES Indian Express Saturday 7th November 2009 After terror attacks on the city’s public transport system over the years—buses in the past and trains more recently. According to BEST General Manager Uttam Khobragade. with lots of wiring. In lieu of the CCTVs.S.E. the security system has a black box—also found on aircraft—which will record all movements throughout the day. the company has got the rights to advertise in BEST buses by putting up 2 LCD screens.” said Khobragade. which will also air information about BEST buses and some recorded songs. while the two LCD screens will be installed behind the driver’s seat. “The surveillance system will help as a psychological deterrent for anti-social elements. Therefore it’s a win-win situation for the Undertaking as we will get the much needed security measure in place without investing a single rupee. this surveillance system— three CCTVs in each bus—will capture every movement of the passengers. the CCTVs will be placed in three different corners of the bus. it will take around six to eight months for all buses to have the CCTVs.” said Khobragade.” added Amdekar.TQM IN B. Best Makes A Smart Move DNA 72 . Thereafter.T. According to BEST’s Assistant General Manager (traffic operations) V Y Amdekar. Being a very high-end system. If needed.


Saturday, August 26, 2006 In a bid to make transport services passenger friendly, the Brihanmumbai Electric Supply and Transport (BEST) undertaking on Friday installed the smart card system, the PCO system, CCTVs and drop boxes by Hutch is on Essar in its buses. These systems were inaugurated by Chief Minister Vilasrao Deshmukh who travelled

in one of these buses from Mantralaya to NCPA and back. On board, he also gave a piece of advice to the undertaking that they should work towards introducing these facilities even on the Mumbai-Pune stretch (the route which is popular among Mumbaikars). "There is constant terror threat, making BEST one of the most vulnerable spots. To ensure safe and comfortable journey for over 45 lakh commuters, we have installed CCTVs to monitor the activities of each and every passenger," said Uttam Khobragade, general manager of BEST. Smart card has been installed in 200 buses, and will be installed in the remaining 3,391 within the next three months. The buses will also be fitted with Global Positioning System (GPS) for automatic identification of their location, and also for the purpose of fare calculation. This card can be later used by commuters who travel by the railways too. Talking about the functioning of the smart card, Khobragade said that the commuter has to present the card to the validator, which will calculate the actual fare, and then automatically debit the amount from the card. However, if passengers fail to present the card at the time of exit the card will be debited for the full journey. Forty entries can be registered at the validating machine in one minute.

Beneficiary of the Projects –
The projects is basically beneficiary to following –



(1) (2) (3) (4) (5) (6)

BEST Management Customer Transport Company Society Company who want to impalement the TQM. Student who want to learn about TQM.




After the completed the project on TQM in BEST Buses, I have come in to the conclusion that BEST management is not only vast but also complicated management. Still it managed very well than any big organization. However, sometimes they have to face some of problems like traffic problems, migration, population problems. Due to this they sometimes not able to give quick and on time services to their customer to overcome this hurdles they adopt total quality management in their duly operation they introduces TQM in services TQM in personnel, TQM technology, and also they introduced new facilities. They are continuous improving in their services and come out with qualitative facilities for their customer. After this all view at BEST management I have to say that “BEST is best.”


Year – Sep. 2008 (2) Tram to B.yahoo. 25.S.T. 2005 • (1) NEWS PAPER – CCTV in BEST Buses – Indian Express 7th Nov.com 76 .com (4) www. Mumbai – By Pragati Publication.com (2) www.E. 4) (2) Best Make a Smart Move – DNA 26th Aug.TQM IN B.E. (Page no.S. BUSES • BOOKS – (1) Implementation of Total Quality Management – Rampal Gupta Mumbai – By Survodhay Prakashan. google.T. Year – March 25.bestundertaking. 2006 (Page no. 5) • WEB SITE – (1) www.com (3) www. buses – Suvarna Varma. 2009. businesssolution.



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