United States Department of Transportation
Federal Highway Administration
July 28, 1999

TABLE OF CONTENTS

1. General Overview
1. The Planning Process
2. Implementation of a Management System
3. Measuring Success
4. Revisions and Changes in the Continuous Improvement Process
5. Organizational Structure and Management Systems
2. The Survey States: Florida
1. Public Relations
2. Training
3. Project Management
4. Production Tools
5. Internal and External Controls
6. Performance Indices
7. Florida Planning Model
3. The Survey States: Louisana
   1. Public Relations
   2. Training
   3. Project Management
   4. Production Tools
   5. Internal and External Controls
   6. Performance Indices
   7. Louisiana Planning Model
4. The Survey States: Oregon
   1. Public Relations
   2. Training
   3. Project Management
   4. Production Tools
   5. Internal and External Controls
   6. Performance Indices
   7. Oregon Planning Model
5. The Survey States: Pennsylvania
1. Public Relations
2. Training
3. Project Management
4. Production Tools
5. Internal and External Controls
6. Performance Indices
6. The Survey States: Wisconsin
   1. Public Relations
   2. Training
   3. Project Management
   4. Production Tools
   5. Internal and External Controls
   6. Performance Indices
7. Where Do They Go From Here
1. Florida
2. Louisiana
3. Oregon
4. Pennsylvania
5. Wisconsin
6. Benefits Realized from their Quality Management Systems
7. Lessons Learned During the Quality Management Journey
8. Ideas Are Unlimited
9. Communication
10. Employee Recruitment
11. State-Specific and Legislative Issues Among the States. . .
8. A Tool Kit for Your Quality Improvement System
   1. Commitment
   2. Evaluating the Processes
   3. Communication
   4. Means of Training
   5. Measuring Continuous Improvement
   6. Actions on Results of Measurement
9. Performance Indicators for the Five States
   1. Overview
   2. Performance Indicators in a Typical ROW Process
   3. State Performance Evaluations
   4. Florida Evaluation
   5. Louisiana Evaluation
   6. Oregon Evaluation
   7. Pennsylvania Evaluation
   8. Wisconsin Evaluation
   9. Conclusion
10. Conclusion
    1. Opportunities for Improvement
    2. The Journey