VIA Rail puts the brakes on runaway operations

Article Abstract:

VIA Rail Canada Inc. CEO Terry Ivany opines that his emphasis on reducing costs and improving customer service has brought in rich dividends with the company well on its way to becoming Canada's best passenger service. A strategic plan to revive the erstwhile loss-making venture involved five goals, namely, a customer service goal, financial goal, growth goal, safety goal, and people goal. The company has embarked on providing a lot of extra and innovative services such as business suites with facilities of laptop computer, and faxes. Novel training methods are also being put into use.

Management, Railroads, Interview, Beliefs, opinions and attitudes, Observations, Customer satisfaction, Railroad management, Railroad holding companies, Ivany, Terry

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Small in size but not in stature

Article Abstract:

Small businesses significantly influence both people's lives and the national economy. US small businesses account for almost 50% of employment in the country and 58% of the private work segment. A Gallup poll commissioned by Arthur Andersen's Entreprise Group indicated that over 600 small businesses consider environment as their key priority. The survey also showed that these establishments employ quality and production improvement schemes to confront environmental concerns.

Planning, Small business, Quality management, Total quality management

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Consultant

Article Abstract:

A survey was conducted on 1,587 American Society for Quality Control (ASQC) members worldwide who indicate

Methods, Evaluation, Consultants, Consultants (Persons), Surveys, Surveys (Studies)

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