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New Rules for the Road: Improving Performance with Statistical Control

Organization: 
E-470 Public Highway Authority
Award Category: 
President's Award
Award Year: 
2006

Submission Category: Customer Service
With a goal of increasing productivity and improving customer service through employee involvement, the E-470’s mission was to evoke a culture change that would enhance toll operations by utilizing business analytics and employee commitment. Applying process analysis and quality measurements such as Six Sigma and Lean Speed to isolate operational inefficiencies, the objective was to focus on these identified areas and maximize productivity by employing creative measurement techniques in a dynamic, competitive team environment that rewards for success.