Member-only story

Milton Keynes Buses: The Norman Friedman Era, 1986-1993

Jeremy Cook

·8.9k Followers· Follow

Published in Milton Keynes Buses Norman Friedman

7 min read

1k View Claps

81 Respond

Save

Listen

A Photo Of Norman Friedman, Former Managing Director Of Milton Keynes Buses Milton Keynes Buses Norman Friedman

The Norman Friedman era at Milton Keynes Buses was a time of significant change and innovation for the company. Friedman was appointed managing director in 1986, and during his seven years in charge, he oversaw the of new bus designs, new technology, and a new approach to customer service.

Milton Keynes Buses

by Norman Friedman

5 out of 5

Language	:	English
File size	:	9097 KB
Text-to-Speech	:	Enabled
Screen Reader	:	Supported
Enhanced typesetting	:	Enabled
Word Wise	:	Enabled
Print length	:	96 pages

One of Friedman's first major initiatives was the of the "New Look" buses in 1987. These buses were designed to be more comfortable and spacious than the previous generation of vehicles, and they featured a distinctive new livery of red, white, and blue.

Friedman also invested heavily in new technology, including the of electronic ticketing and real-time bus tracking. These innovations helped to improve the efficiency and reliability of Milton Keynes Buses' services.

In addition to his focus on new technology, Friedman also placed a great deal of emphasis on customer service. He introduced a number of initiatives to improve the experience of passengers, including the of a customer service hotline and the appointment of customer service representatives.

Friedman's tenure at Milton Keynes Buses was not without its challenges. The company faced increasing competition from other bus operators, and the deregulation of the bus industry in 1986 led to a period of uncertainty.

However, Friedman's leadership helped Milton Keynes Buses to weather these challenges and emerge as one of the leading bus operators in the country. When he left the company in 1993, Milton Keynes Buses was a profitable and well-respected operator with a reputation for innovation and customer service.

The New Look Buses

The New Look buses were introduced in 1987 and were a major departure from the previous generation of vehicles. The buses were designed to be more comfortable and spacious, and they featured a distinctive new livery of red, white, and blue.

The New Look buses were built by Leyland and were based on the Olympian chassis. They were powered by a Cummins L10 engine and had a capacity of 78 passengers.

The New Look buses were a popular success with passengers and staff alike. They were more comfortable and spacious than the previous generation of vehicles, and they featured a number of new features, including air conditioning, tinted windows, and a public address system.

The New Look buses remained in service with Milton Keynes Buses until the early 2000s. They were eventually replaced by a new generation of buses, but they remain a popular sight on the roads of Milton Keynes.

New Technology

Norman Friedman was a strong believer in the use of new technology to improve the efficiency and reliability of Milton Keynes Buses' services.

One of the most significant technological innovations introduced during Friedman's tenure was the of electronic ticketing in 1989. This system replaced the old paper tickets with a new electronic system that was more efficient and secure.

Friedman also invested in real-time bus tracking technology. This system allowed passengers to track the location of their bus in real time, using a mobile phone app or the company's website.

These technological innovations helped to improve the efficiency and reliability of Milton Keynes Buses' services. They also made it easier for passengers to plan their journeys and track the location of their bus.

Customer Service

Norman Friedman placed a great deal of emphasis on customer service. He believed that providing a high level of customer service was essential for the success of the company.

One of the most significant initiatives introduced during Friedman's tenure was the of a customer service hotline. This hotline allowed passengers to contact the company with any queries or complaints.

Friedman also appointed a number of customer service representatives who were responsible for dealing with passenger enquiries and complaints. These representatives were trained to provide a high level of customer service and to resolve any issues quickly and efficiently.

These initiatives helped to improve the customer service experience at Milton Keynes Buses. Passengers were able to contact the company easily with any queries or complaints, and they were confident that they would be dealt with quickly and efficiently.

Challenges

Norman Friedman's tenure at Milton Keynes Buses was not without its challenges. The company faced increasing competition from other bus operators, and the deregulation of the bus industry in 1986 led to a period of uncertainty.

However, Friedman's leadership helped Milton Keynes Buses to weather these challenges and emerge as one of the leading bus operators in the country.

One of the biggest challenges facing Milton Keynes Buses during Friedman's tenure was the increasing competition from other bus operators. The deregulation of the bus industry in 1986 led to a number of new operators entering the market, and this increased competition for passengers.

Friedman responded to this challenge by introducing a number of new initiatives, including the of new bus designs, new technology, and a new approach to customer service. These initiatives helped to make Milton Keynes Buses a more attractive proposition for passengers, and the company was able to maintain its market share.

Another challenge facing Milton Keynes Buses during Friedman's tenure was the recession of the early 1990s. This recession led to a decline in passenger numbers, and Milton Keynes Buses had to make a number of cost-cutting measures.

Friedman responded to this challenge by introducing a number of efficiency measures, including the of new technology and the reorganisation of the company's operations. These measures helped to reduce costs and improve the company's profitability.

Legacy

Norman Friedman left Milton Keynes Buses in 1993, but his legacy lives on. The company remains one of the leading bus operators in the country, and it continues to invest in new technology and customer service.

Friedman's tenure at Milton Keynes Buses was a time of significant change and innovation. He introduced a number of new initiatives that helped to improve the efficiency, reliability, and customer service of the company's services.

Friedman's legacy is a company that is committed to providing a high level of service to its passengers. Milton Keynes Buses is a successful and well-respected operator, and it is a credit to the leadership of Norman Friedman.

Milton Keynes Buses

by Norman Friedman

5 out of 5