QUALITY CONTROL AND CONTINUOUS IMPROVEMENT IN A PASSENGER TRANSPORT COMPANY

From the implementation in the companies of the methodology of continuous improvement of processes, as an essential part of a quality-based management, various analyses and studies are carried out based on statistics in order to determine the variability of a given process. This is possible through what we call statistical process control, as a fundamental tool of the necessary quality control in all production process, whether industrial or service provision. In this paper, the continuous improvement of one of the core processes of a passenger transport company is developed, implementing its methodology and applying concepts of statistical process control. In this way it will be demonstrated through the various tools of continuous improvement how it is possible to find the required improvements achieving the fulfillment of a large part of the proposed objectives.