Quality in the Fast Lane

Abstract:The Federal Highway Administration (FHWA) has developed a streamlined approach to assessing its field offices using Malcolm Baldrige National Quality Award criteria as a guide. In the past, field office assessments used either self-assessment or outside examiner assessment, both of which could take several months to complete. With proper preparation, field offices using the new streamlined process are able to complete assessments within a single five-day work week. Sidebar articles provide a sample employee survey and a typical final summary …

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