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STRATEGIC PLANNING, TOTAL QUALITY AND PERFORMANCE MEASUREMENT: A QUALITY DIRECTOR'S VIEW.
| 题名： | STRATEGIC PLANNING, TOTAL QUALITY AND PERFORMANCE MEASUREMENT: A QUALITY DIRECTOR'S VIEW. |
| 作者： | Etmanczyk-JS |
| 关键词： | WISCONSIN-; STATE-TRANSPORTATION-DEPARTMENT; HIGHWAY-DEPARTMENTS; STRATEGIC-PLANNING; TOTAL-QUALITY; PERFORMANCE-MEASUREMENT; COST-REDUCTION; SERVICE-IMPROVEMENTS; CUSTOMER-SATISFACTION |
| 摘要： | In this paper the Wisconsin Department of Transportation Division of Highways' journey from strategic planning to total quality and performance measurement is described. The journey and reflections are presented from a quality director's point of view. The lessons learned in the journey are summarized. The focus is on improving the organization's performance--lowering costs, improving service, and increasing customer satisfaction. The private sector bottom-line focus is emphasized while transforming a governmental organization to total quality. |
| 总页数： | Transportation Research Record. 1995. (1498) pp65-70 (2 Fig., 2 Ref.) |
| 报告类型： | 科技报告 |
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