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Continually improve FHWA management strategies for customer service and quality product delivery, as guided by the seven Corporate Management Strategies.
FHWA’s Corporate Management Strategies (CMS) serve as internal guidance designed to enable us to effectively and efficiently achieve our strategic goals. The CMS are based on the seven universally accepted criteria that comprise the Malcolm Baldrige and President's Quality Award criteria. These criteria are the strategies of the FHWA Quality Journey.
Leadership: Strengthen the FHWA Leadership System, through training and other developmental initiatives, for the agency's new organizational structure.
FHWA leaders are responsible for leading the FHWA Quality Journey and for carrying out its Corporate Management Strategies. Leaders set the vision and direction, ensure accountability, and provide the resources to deliver the products and services to our customers in an excellent and timely manner.
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Initiatives: Complete Leadership Team Agency-Wide Self Assessment Issue Agency-Wide Self-Assessment Report Conduct Self Assessment (biennial Unit-level Self Assessment) Perform Self Assessment Training Implement Strategic/Performance Planning revised approach Conduct 360· Feedback Establish 2003 Reauthorization Framework for FHWA |
Strategic Planning: Translate strategies into unit, division, team and individual action plans with performance measures based on the strategic objectives and performance goals.
Strategic Planning is essential to the long term viability of the Agency. FHWA Leadership uses the Strategic Plan to set the direction for the Agency, to prepare annual performance plans, and to allocate resources for attaining our strategic goals. The Plan is deployed throughout the Agency to the unit, division, team and individual level.
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Initiatives: Assess Performance Publish Annual Corporate Report Provide Performance Measurement Training and Technical Assistance Conduct Program Evaluations Submit FY2001 Performance Report Roll out Shared Unit Performance Plan System (SUPPS) Design and conduct Strategic Planning intake sessions |
Customer/Partner Focus: Identify customer and partner needs and measure their level of satisfaction.
FHWA achieves success through extensive cooperation and partnering with State and local transportation agencies. We receive and act upon feedback from customer surveys, listening sessions, focus groups and other learning techniques. We use that information to improve products and services to ensure customer and partner needs are met.
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Initiatives: Operationalize Customer Feedback Toolbox/Focus Model Complete customer surveys Develop Knowledge Management framework Assess survey results Share best practices via CMS website Design and begin implementation of a systematic, constituency-based plan for reauthorization outreach from an agency-wide perspective Conduct Research and Technology Outreach |
Information and Analysis: Identify and develop key business information systems that meet and track DOT and FHWA strategic goals.
FHWA needs information to support key processes and improve performance. Leaders create an environment in which knowledge, as a key asset of the organization, is managed, shared and used effectively.
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Initiatives: Implement recommendations of Performance Analysis Team review Assess performance measurement improvements Implement Knowledge Management and Sharing Plan |
Human Resource Development and Management: Increase employee technical competence, authority and the tools needed to meet agency and customer needs.
FHWA’s successful performance depends on a work force with skills aligned with the Agency’s objectives. We continue to develop and utilize the full potential of our human resources and to create an environment conducive to performance excellence and personal and organizational growth.
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Initiatives: Update Skills Assessment Report/Core Competencies Populate and deploy Expertise Locator Deploy Work Force Planning and Professional Development Task Force recommendations Continue deployment of Technical Expertise/Technical Career Tracks Implement FY00 All-Employee Survey results (short survey) Conduct FY01 All Employee Survey |
Process Management: Design, manage and improve key processes to achieve better performance.
FHWA uses customer-focused support, service and delivery processes to continually improve performance and enhance our products and services. We utilize employee appropriate feedback mechanisms and assessments from customers and partners.
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Initiatives: Provide Continuous Process Improvement Training Develop advanced CPI Training application Key Process identification and metrics Share process performance measures/results throughout Agency Establish Congressional operations and FHWA internal legislative network Conduct specific process improvements:
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Business Results: Develop critical FHWA business metrics to measure the overall quality of processes and services and report results.
We will use customer feedback and benchmark high-performance organizations to continuously improve our overall performance for our customers.
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Initiatives: Report business results to agency and community. Initiate FHWA/MPO Partnership for Results task force Reassess critical agency business metrics. Roll out FHWA/SHA Partnership Task Force recommendations Pilot State Partnership Initiative Use 2001 Conditions and Performance Report to establish linkages between investment scenarios and national-scale return on investment |
