THE IMPACT OF TQM HIGHWAY MAINTENANCE - BENEFIT COST IMPLICATIONS/

What is the impact of governmental quality improvement programs on ser vice quality, productivity, and effectiveness! TQM processes often pro duce healthier organization climates and improved employee attitudes, but their effects on service delivery have gone largely unexamined to date. Using county-level data on highway maintenance activities, Theod ore H. Poister and Richard H. Harris employ path analysis to model the impact of the Pennsylvania Department of Transportation's long-standi ng quality improvement efforts on highway maintenance work quality, la bor productivity, and unmet needs.