Subject category:
Ethics and Social Responsibility
Published by:
Harvard Kennedy School
Length: 23 pages
Share a link:
https://casecent.re/p/7376
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Abstract
The Indiana Department of Transportation, responsible for design, construction and maintenance of the state''s highways, comes under fire for falling far behind schedule in completing its work. At the same time, new state legislation calls for a major increase in the department''s workload. In response, there is both a reorganization of the department, and a move to adopt a total quality management approach. The case focuses on one part of the department-the troubled design division-and on the efficacy of introducing TQM techniques through the use of an outside consultant. The case calls for students to assess the situation in the department and to critique the approach to change.
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Abstract
The Indiana Department of Transportation, responsible for design, construction and maintenance of the state''s highways, comes under fire for falling far behind schedule in completing its work. At the same time, new state legislation calls for a major increase in the department''s workload. In response, there is both a reorganization of the department, and a move to adopt a total quality management approach. The case focuses on one part of the department-the troubled design division-and on the efficacy of introducing TQM techniques through the use of an outside consultant. The case calls for students to assess the situation in the department and to critique the approach to change.