OPTIMIZATION OF THE TRANSPORTATION SYSTEM AT A UNIVERSITY CAMPUS: A CONTINUOUS IMPROVEMENT QUALITY MANAGEMENT METHODOLOGY
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In this article, we present a holistic approach for improving the performance of the shuttle bus system at the campus of the University of Miami (UM) at Coral Gables, FL. Based on previous work, improving the shuttle service has been identified as pivotal in improving customer perception for the whole university parking system (for which customer perception had historically been particularly negative). We tackle this problem by developing a solution methodology which synthesizes statistical quality improvement tools such as quality function deployment along with quantitative decision-making aid tools such as discrete event simulation. A computer simulation model is built following extensive data collection, including ample feedback from the system's stakeholders. The simulator model is then used for extensive "what-if" analyses to identify the "optimal" configuration of the system, taking into account various service-related, monetary, and policy constraints. Following the calibration of the model, the proposed configuration was implemented, leading to substantially improved customer satisfaction. The developed methodology can be used for improving the transportation system continuously, taking into account tactical and strategic changes in the overall parking policy of the university.
