00722452

Component

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Stating that maintenance is in a perfect position to make a difference in stakeholder-focused operations by finding out what stakeholders want and providing service that's noticed, this paper continues with discussions of how maintenance can move from reactive to proactive in customer service, who the stakeholders are, formal and informal methods of gathering information, and how to handle conflicts between current practice and stakeholder interests and between stakeholder interests that conflict with each other. Final comments concern what employees need to deal more effectively with issues and concerns as they arise, such as good communication skills and familiarity with department policies and procedures or equipment and materials.

The papers in this publication were duplicated from camera-ready copy provided by the authors and have not undergone the formal TRB peer review process or editing.

English

p. E1-5

1995-12

Invitational Workshop on Performing Highway Maintenance Using Total Quality Management

Communication; Customer service; Highway maintenance; Knowledge; Maintenance personnel; Workshops

Highways; Maintenance and Preservation; I60: Maintenance

TRIS, TRB

May 30 1996 12:00AM

• AN APPROACH TO MISSION BASED TRANSPORTATION MAINTENANCE SERVICES: DEFINING THEM, MEASURING RESULTS, AND ASSESSING ORGANIZATIONAL PERFORMANCE
• BASIC MANAGEMENT ACTIVITIES WITHIN HIGHWAY MAINTENANCE
• CURRENT TQM/CQI PROGRAMS IN STATE DEPARTMENTS OF TRANSPORTATION: OREGON CASE STUDY
• DRIVING CUSTOMER DEFINED QUALITY INTO HIGHWAY MAINTENANCE
• HOW MAINTENANCE ACTIVITIES MIGHT BENEFIT FROM TQM
• KANSAS CITY, MISSOURI PUBLIC WORKS CREED/EQWIP PROCESS
• TOTAL QUALITY MANAGEMENT AND HIGHWAY MAINTENANCE