DRIVING CUSTOMER DEFINED QUALITY INTO HIGHWAY MAINTENANCE

This paper describes the Minnesota Department of Transportation's (MnDOT's) business approach to the development of an updated maintenance management system. MnDOT developed a maintenance management system that would help them measure how well they were doing from a customer-defined quality point of view. Included in the process was a redefining of products and services from a customer point of view, which led to the identification of "indicators" by which the customer measures their performance.

Language

  • English

Media Info

  • Features: Figures; Tables;
  • Pagination: p. G1-12

Subject/Index Terms

Filing Info

  • Accession Number: 00722454
  • Record Type: Publication
  • Files: TRIS, TRB
  • Created Date: May 30 1996 12:00AM