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The Federal Highway Administration (FHWA) recently conducted a study on best management practices used by state transportation Right-of-Way (ROW) offices in Florida, Louisiana, Oregon, Pennsylvania, and Wisconsin. The study evaluated management systems that helped these states succeed in their quality journeys.
This booklet outlines the methods these five states used to improve their performance, increase customer satisfaction, and develop and carry out successful quality management programs while maintaining individualism and office culture. You will see a description of each state's transportation and ROW structure followed by their quality management highlights. These results show how their employees have been able to work smarter with fewer resources, all while providing quality service to their customers. The booklet concludes with a summary "tool kit" naming the six key components of successful quality management programs.
We hope you will find this Journey of Five States a helpful guide as you prepare and improve your quality management system.