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Union PacificThe Reconfiguration: America's Greatest Railroad from 1969 to the Present$
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Maury Klein

Print publication date: 2011

Print ISBN-13: 9780195369892

Published to Oxford Scholarship Online: March 2015

DOI: 10.1093/acprof:osobl/9780195369892.001.0001

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PRINTED FROM OXFORD SCHOLARSHIP ONLINE (oxford.universitypressscholarship.com). (c) Copyright Oxford University Press, 2021. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in OSO for personal use. date: 17 September 2021

The Quest for Quality

The Quest for Quality

(p.229) 17 The Quest for Quality
Union Pacific

Maury Klein

Oxford University Press

This chapter examines the implementation of the Total Quality System (TQS) at Union Pacific Railroad under new chairman Mike Walsh as part of his emphasis on quality management. Walsh knew from experience that it is not easy to apply the TQS to a traditional industry like the railroad. The key to acceptance would be finding the right people to buy into the program and take the lead in implementing it. TQS required not just a different mindset but a radically different way of doing things. The key elements in TQS for Walsh were its focus on customer service and doing things the right way the first time to reduce errors and failure costs. As part of his objective to improve customer service, Walsh reorganized the marketing and sales department.

Keywords:   customer service, Total Quality System, Union Pacific Railroad, Mike Walsh, marketing, quality management

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