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4.3 Operations and Management

Activities related to the implementation, management, and control of transportation systems.

Critical Work Functions

  • 4.3.1 Drives or operates transportation equipment
    • 4.3.2 Implements transportation plans and schedules
      • 4.3.3 Adjusts transportation and distribution processes in response to changing conditions
        • 4.3.4 Demonstrates knowledge of roadway planning, design, and construction, and vehicle dispatching, routing, and tracking
          • 4.3.5 Applies strategies for managing traffic flow at transportation hubs, facilities, and staging areas
            • 4.3.6 Applies industry standards to ensure quality service
              • 4.3.7 Maintains logs and other required documents
                • 4.3.8 Monitors processes to ensure they are appropriate and effective
                  • 4.3.9 Ensures equipment is operating to prescribed standards
                    • 4.3.10 Raises and reports quality issues in a timely manner
                      • 4.3.11 Suggests and/or implements continuous improvement actions such as business process reengineering and performance improvement strategies
                        • 4.3.12 Provides ongoing customer service to both internal and external customers
                          • 4.3.13 Responds to customer problems, complaints, and questions
                            Technical Content Areas

                            • 4.3.14 Operation
                              • Dispatch
                              • Intermodal Transfers/Synchronization
                              • Impact of Intermodal Operations
                              • Operations Systems
                              • Signaling
                              • Scheduling
                              • Tracking
                              • Traffic Flow
                              • Vehicle Operation
                            • 4.3.15 Customer Relationship Management
                              • Internal and External Customers
                              • Company Policies and Procedures
                              • Confidentiality
                              • Handling Questions, Problems, Complaints
                              • Educating the Customer
                              • Customer Satisfaction and Commitment to Product or Service
                            • 4.3.16 Routes and Schedules
                              • Local
                              • Long-Distance
                              • Special Handling
                              • Hazardous Materials
                            • 4.3.17 Quality Assurance
                              • Total Quality Management (TQM)
                              • Enterprise Lean
                              • Six Sigma Methodology