Stogul O. Quality management of service passengers at the bus stations

Object - processes of forming quality management of service passengers at the bus stations. Goal - to exist theoretical basis expansion and development of scientific & methodical guidelines for the management of passengers service quality at bus stations (BS). Methods - general scientific and specific; process approach, methods of generalization, supervision, comparison, abstracting and formalization; economic mathematical; methods of structural design of IDEF0. Novelty. Results - The object's model at the management of passengers service quality at BS have been improved using the process approach; the system of service quality providing at BS, which includes objectives, resource access, the set of processes on ensure of passengers service quality and operation (QMS), was upgraded in whole using the methodology of IDEF0 structural analysis; methodical support of recommendations formation on the bonuses (non-bonuses) for passengers service quality at bus stations; the system of passengers service quality management at BS was formed as a purposeful loop on the implementation of management actions for the processes of services provided to passengers and executive; the methodical approach on estimation of passengers service quality at BS is given. Given approach is based on the combination of approaches from the position of enterprises and consumers and determination of rates system according to the parameters of the processes realization; methodological regulations of service quality level at BS optimization are developed on the base of Pareto principle, which are based on determination from the great number of possible values, formed from positions of the auto stations and passengers. Introdiced - at the passenger automobile transport enterprises. Branch - automobile transport.