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OVERVIEW PAGEREF _Toc261893084 2<br />SURVEY RESULTS PAGEREF _Toc261893085 2<br />EAST AND WEST SHUTTLE RESULTS PAGEREF _Toc261893086 2<br />Figure 1: East Shuttle Usage PAGEREF _Toc261893087 3<br />Figure 2: West Shuttle Usage PAGEREF _Toc261893088 3<br />Figure 3: East Shuttle Arrivals PAGEREF _Toc261893089 4<br />Figure 4: West Shuttle Arrivals PAGEREF _Toc261893090 4<br />SHUTTLE SYSTEM OVERALL PAGEREF _Toc261893091 6<br />Figure 5: Overall Shuttle System Complaints PAGEREF _Toc261893092 6<br />Figure 6: Shuttle “on-call” Operation Awareness PAGEREF _Toc261893093 7<br />Figure 7: Substitution of CDTA for RPI Shuttles PAGEREF _Toc261893094 7<br />SHUTTLE TRACKING SYSTEM PAGEREF _Toc261893095 8<br />Figure 8: Online Shuttle Tracking Website Awareness PAGEREF _Toc261893096 8<br />Figure 9: Personal Usage of the Online Shuttle Tracker PAGEREF _Toc261893097 8<br />Figure 9: Frequency of Shuttle Tracking Website Usage PAGEREF _Toc261893098 9<br />Figure 10: Believed Accuracy of Shuttle Tracking Website PAGEREF _Toc261893099 9<br />DATA COLLECTION PAGEREF _Toc261893100 10<br />RECOMMENDATIONS PAGEREF _Toc261893101 11<br />Figure 11: Screenshot from shuttles.rpi.edu PAGEREF _Toc261893102 11<br />APPENDIX I.1: Control Charts PAGEREF _Toc261893103 13<br />APPENDIX I.2: Timed Shuttle Data PAGEREF _Toc261893104 15<br />APPENDIX I.3: Pareto Chart for Question #31 PAGEREF _Toc261893105 16<br />OVERVIEW<br />The four of us were enrolled in DSES 4230 – Quality Control this semester (Spring 2010). As a final project for the course, we were given the task of forming a team, getting “practical experience from conceiving and executing a quality improvement project,” and developing a final report for the class, as well as our client. The focus of this final project was very open: “Pick an aspect of RPI.” We know that the RPI Shuttle System is an important aspect of quality student life at Rensselaer Polytechnic Institute. Because of the great value of this system, we decided that we wanted to team with the Transportation and Parking Services Office to improve the overall quality and student satisfaction with the Shuttle System at RPI.<br />The Shuttle System at RPI is currently divided into two routes: East and West. Each route operates daily on Monday through Friday from 7am – 11pm. The student union is a primary checkpoint for both shuttle routes. The East route has approximately 5 shuttles running daily, and the West route has approximately 3 shuttles. Shuttles also operate on an “on-call” basis during breaks (i.e. Spring Break in March), and for select special events on some weekends (i.e. Troy Night Out, Hockey games, etc.).<br />SURVEY RESULTS<br />In order to gauge the current satisfaction of student shuttle-users, we developed an extensive, 31-question survey, which asked specific questions about ridership on the East and West routes, opinions of the Shuttle System overall, and knowledge of the online Shuttle Tracking System. RPI students were invited to participate in the online survey through a Facebook group, and an astounding 175 individuals took the survey in a ten-day timeframe. (It should be noted, that while surveys of this nature are most definitely instrumental in improving quality, they do also tend to limit the number of positive responses. In general, an unsatisfied customer is far more likely to participate in a survey than a satisfied customer.) We have noted here results of the survey that we find most pertinent to the improvement of the Shuttle System. The complete results of this survey can be found in Appendix III, and a soft-copy (Excel format) can be provided, upon request.<br />EAST AND WEST SHUTTLE RESULTS<br />Complete graphs of these results are shown in Appendix II, but the ones that we believe require immediate attention are given below.<br />Question One: On average, how many times do you ride the East Shuttle per week (one way)?<br />Figure 1: East Shuttle Usage<br />,[object Object]](https://image.slidesharecdn.com/qcrpishuttlesfinalreport-13098296491325-phpapp01-110704203532-phpapp01/85/Quality-Control-Report-1-320.jpg)
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- 2. 5-10 = 28
- 3. 10-15 = 17
- 4. 15-20 = 1
- 6. 5-10 = 11
- 7. 10-15 = 4
- 8. 15-20 = 3
- 10. 5-10 = 56
- 11. 10-15 = 18
- 12. 15-20 = 5
- 14. 5-10 = 30
- 15. 10-15 = 9
- 16. 15-20 = 5
- 18. Add another stop/expand or change routing = 15
- 19. Shorter wait time = 5
- 20. Add another shuttle = 5
- 22. Add shuttle (long wait time) = 8
- 23. Winslow stop unnecessary = 5
- 24. Work on shuttle clumping = 4
- 26. No = 70
- 30. Once per month = 23
- 31. Once per week = 14
- 32. 2-3 times per week = 8
- 34. RPI website = 8
- 35. The Poly, posters, etc. = 7
- 36. Through this survey = 5
- 38. Hard to follow = 5
- 39. Performing well = 4
- 40. Have available at stops = 4
- 42. The shuttle system is very valuable; however, many students do not know about the variety of services that are offered.
- 44. Facebook group / page
- 45. Open forum / seminar each semester
- 46. Get a link for the Shuttle Tracking System on RPInfo
- 47. Screen in the Union with the Shuttle Tracking System constantly up
- 48. Change the color of the shuttles on the Shuttle Tracker website (shuttles.rpi.edu).
- 50. Stagger shuttle departures in the morning on each route: shuttles will depart 6 minutes after one another
- 51. Shuttles will return to the union at set time intervals from their departure times: 15 minutes for West route and 20 minutes for East route
- 52. For example:
- 53. The first West shuttle leaves at 7am. The second one leaves at 7:06am, and the third leaves at 7:12am.
- 54. The West shuttles will go about their route, and when they return to the Union, the first one must wait until 7:15am, the second at 7:21am, and the third at 7:27am.
- 55. Similarly, the first East shuttle leaves at 7am. The second one leaves at 7:06am, the third leaves at 7:12am, the fourth leaves at 7:18am, and the fifth leaves at 7:24am.
- 56. The East shuttles will go about their route, and then return to the Union, the first departing again at 7:20am, the second at 7:26am, the third at 7:32am, the fourth at 7:38am, and the fifth at 7:44am.
- 57. Shuttles will continue in this matter throughout the day, continuing the trend after breaks.
- 58. Because of this system, the most anyone should have to wait for a shuttle is 6 minutes.
- 59. Shuttles will be more highly utilized, and there will no longer be completely empty shuttles driving around the route.APPENDIX I.1: Control Charts<br />In the I-MR Chart for the East Route (shown here), the cycle times are fairly consistent and in-control. Thus our recommendations are valid for the allotted cycle times.<br />In the I-MR Chart for the West Route, the cycle times are fairly consistent and in-control. Thus our recommendations are valid for the allotted cycle times.<br />In the Standardized Xbar-R Chart, the number of passengers is in-control throughout the week on the East Route. Therefore, we do not need to worry about the daily number of passengers negatively impacting the shuttle system from one day to the next. <br />In the Standardized Xbar-R Chart, the number of passengers is in-control throughout the week on the West Route. Therefore, we do not need to worry about the daily number of passengers negatively impacting the shuttle system from one day to the next. <br />APPENDIX I.2: Timed Shuttle Data<br />Time Cycle (mins) (seconds) Bus # 0:18:28 1108 85 0:16:58 1018 85 Time Cycle (mins) (seconds) Bus # 0:10:56 656 93 0:12:00 720 93 Time Cycle (mins) (seconds) Bus # 0:15:32 932 95 0:19:35 1175 97 Time Cycle (mins) (seconds) Bus # 0:11:43 703 93 0:12:32 752 93 Time Cycle (mins) (seconds) Bus # 0:18:36 1116 85 0:17:55 1075 85 Time Cycle (mins) (seconds) Bus # 0:11:06 666 93 0:11:12 672 93 Time Cycle (mins) (seconds) Bus # 0:14:40 880 91 0:16:10 970 91 Time Cycle (mins) (seconds) Bus # 0:12:26 746 93 0:11:34 694 93 Time Cycle (mins) (seconds) Bus # 0:14:35 875 94 0:13:22 802 94 Time cycle (mins) (seconds) Bus # 0:13:32 812 97 0:10:52 652 97 <br />APPENDIX I.3: Pareto Chart for Question #31<br />1 = Doesn't Run on Weekends<br />2 = More Stops / Different Routes<br />3 = Set Time Schedule / Better Timing / Less Clumping of Shuttles / Shorter Wait Times<br />4 = More Shuttles<br />5 = Expanded Hours (evenings, 24/7 on-call, etc.)<br />6 = More Information / More Advertising<br />7 = Better Tracking System / Mobile Phone Tracking<br />8 = Better Quality Buses (different sizes, more seating, etc.) <br />