Richard H Harris
Biographic Data
| ID | 4398964 |
|---|---|
| NAME | Richard H Harris |
| GIVEN NAMES | Richard H |
| FAMILY NAME | Harris |
| SIGNATURE | HARRIS R H |
| AFFILIATIONS | Pennsylvania Department of Transportation |
| VERIFIED | No |
| TOTAL WORKS | 2 |
| TOTAL CITATIONS | 1 |
| WORKS AS AUTHOR | 2 |
| WORKS AS EDITOR | 0 |
| FIRST PUBLICATION YEAR | 1997 |
| LATEST PUBLICATION YEAR | 1998 |
| H-INDEX | 1 |
Large-Scale Customer Feedback on a State Highway Maintenance Program
Public works agencies are focusing increasingly on the concepts of quality and customer service in response to growing demands for accountability and improved performance. In an effort to gauge customers' satisfaction with the services they provide, state transportation departments are beginning to solicit feedback from their customers to complement more traditional performance measures. This article reports the findings of a large-scale survey o…
The Impact of TQM on Highway Maintenance
While total quality management (TQM) has gained widespread popularity in government, little is known about its effectiveness. Surveys indicate that quality improvement programs and related customer service improvement efforts have been implemented by many state and local jurisdictions (National Governors' Association, 1992; Kravchuk and Leighton, 1993; Berman and West, 1995) as well as numerous federal agencies (U.S. General Accounting Office, 19…
Large-Scale Customer Feedback on a State Highway Maintenance Program
Public works agencies are focusing increasingly on the concepts of quality and customer service in response to growing demands for accountability and improved performance. In an effort to gauge customers' satisfaction with the services they provide, state transportation departments are beginning to solicit feedback from their customers to complement more traditional performance measures. This article reports the findings of a large-scale survey o…
The Impact of TQM on Highway Maintenance
While total quality management (TQM) has gained widespread popularity in government, little is known about its effectiveness. Surveys indicate that quality improvement programs and related customer service improvement efforts have been implemented by many state and local jurisdictions (National Governors' Association, 1992; Kravchuk and Leighton, 1993; Berman and West, 1995) as well as numerous federal agencies (U.S. General Accounting Office, 19…
Large-Scale Customer Feedback on a State Highway Maintenance Program
Public works agencies are focusing increasingly on the concepts of quality and customer service in response to growing demands for accountability and improved performance. In an effort to gauge customers' satisfaction with the services they provide, state transportation departments are beginning to solicit feedback from their customers to complement more traditional performance measures. This article reports the findings of a large-scale survey o…
Business (2 works) · Marketing (2 works) · Operations management (2 works) · Accountability (1 work) · Computer Science (1 work) · Computer security (1 work) · Construction Project Management and Performance (1 work) · Customer satisfaction (1 work) · Customer Service Quality and Loyalty (1 work) · Economics (1 work)