REGISTER

Gail Moody, B.E. (Melb), M.Eng.Sci.(Mon), M.I.E. (Aust)

Group Manager, Engineering Services Public Transport Corporation

In 1990, the Public Transport Corporation embarked on a Corporation-wide programme to change the culture of the Organisation. It had long been recognised that the Corporation had been inward looking and non-responsive to its customers. The change sought for the Organisation was a shift from being product-oriented to customer-focussed and driven. This shift would achieve quality management principles and enable the Organisation to be accredited to AS 3900 series.

Since that time, there has been a change of government in Victoria, a significant reorganisation of the Corporation and a bi-lateral major reform progranme which has led to over 8,000 staff leaving the Organisation since October, 1992. Nevertheless, inspite of these upheavals, our staff have come to recognise that they are all part of the service delivery chain, regardless of whether they service internal or external customers.

Having taken that intellectual and, to no lesser degree, emotional step, it is fully recognised by the Chief Executive Officer that quality management, and all that it encompasses, is essential to the Organisation's future success. To that end, a target for the total Corporation to be ready for accreditation by 1997 has been set.

This paper will outline how the Infrastructure Division of the Corporation has set out to take up this challenge.