00722453

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Creed and missions statements are often initiated and crafted by managers who subsequently encourage their employees to accept them. The Kansas City, Missouri Public Works Department Creed statement was, instead, the result of a grassroots approach. Employees themselves developed a method which subsequently determined their personal and professional values, ideas and opinions. The latter were not only blended into a Creed statement but eventually evolved into a Total Quality Management (TQM) Process or what Public Works employees refer to as their Employee Quality Work Improvement Process (EQWIP). This paper outlines the Kansas City, Missouri Public Works Department's Creed/EQWIP development process.

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. F1-9

1995-12

Invitational Workshop on Performing Highway Maintenance Using Total Quality Management

Employee participation; Highway maintenance; Management; Public works departments; Quality control; Total quality management; Workshops

Kansas City (Missouri)

Administration and Management; 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
• CUSTOMER SERVICE IN MAINTENANCE
• DRIVING CUSTOMER DEFINED QUALITY INTO HIGHWAY MAINTENANCE
• HOW MAINTENANCE ACTIVITIES MIGHT BENEFIT FROM TQM
• TOTAL QUALITY MANAGEMENT AND HIGHWAY MAINTENANCE