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MANAGING CHANGE IN STATE DEPARTMENTS OF TRANSPORTATION. SCAN 3 OF 8: INNOVATIONS IN INSTITUTIONALIZATION OF OPERATIONS.
| 题名： | MANAGING CHANGE IN STATE DEPARTMENTS OF TRANSPORTATION. SCAN 3 OF 8: INNOVATIONS IN INSTITUTIONALIZATION OF OPERATIONS. |
| 作者： | Tarnoff-PJ |
| 关键词： | Customer-service; Innovation-; Institutionalization-; Management-; Measurement-; Operations-; Performance-; State-departments-of-transportation |
| 摘要： | Systems operations and management is already considered a mission priority by many state departments of transportation (DOTs). However, the several types of operations-related activities--ranging from intelligent transportation systems to maintenance of traffic--are stovepiped and decentralized in most state DOTs. In most cases, there appears to be no common department-wide policy framework around which to organize for efficient integration of services and sustainable funding. Some member departments are establishing performance measures by conducting customer surveys, but implementation for program management is still in the very early stages. Further case study research into promising approaches is needed to connect customer interests and performance measures to integrated operations activities. |
| 总页数： | NCHRP Web Document 39. 2001/05. pp38 (2 Fig., 2 Tab., Refs., 4 App.) |
| 报告类型： | 科技报告 |
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