In 1997, Pennsylvania's Secretary of Transportation, Bradley L. Mallory, wanted to implement a mechanism, which could be used to measure the Pennsylvania Department of Transportation's (PennDOT's) improvement over time. Secretary Mallory decided to have PennDOT adopt the Baldrige criteria to improve the organization and to use these criteria to measure the improvement. While the Baldrige award is undoubtedly the most prestigious private sector quality award, the public sector is ineligible for the award. PennDOT, however, chose the path of the Baldrige journey not to win an award but to become a world class Transportation Organization. In late 1997 a consultant, Johnson & Johnson, Inc., was selected to guide PennDOT through the Baldrige effort. Cursory Baldrige organization assessments were conducted throughout the Department during the first half of 1998. Organizations identified their "gaps" and developed "gap closure plans". During the second half of 1998, Organization Review Packages (ORPs) were developed. The ORPs were then scored by trained, internal Department Baldrige examiners. Feedback reports will be provided by the internal Baldrige examiners in late 1998 and the organizations will develop gap closure plans in preparation for the next assessment in two years. This paper outlines the Baldrige journey in PennDOT and uses the Bureau of Maintenance and Operations as an example of how the Baldrige assessment process is applied in a Central Office organization. The Bureau of Maintenance and Operations consists of four divisions and approximately 200 employees and provides support for County Maintenance field operations. The four divisions are Equipment, Maintenance, Motor Carrier Enforcement and Roadway Management. The Bureau's employees include Civil Engineers, Equipment Operators, Motor Carrier Enforcement Officers, Mechanics and a wide variety of technical support people.


  • English

Media Info

  • Features: Figures;
  • Pagination: 14p

Subject/Index Terms

Filing Info

  • Accession Number: 00763123
  • Record Type: Publication
  • Report/Paper Numbers: MQI-005
  • Files: TRIS, TRB
  • Created Date: Apr 22 1999 12:00AM