1. Information Services Directions at PennDOT Richard H. Harris, Jr.. Director Center for Performance Excellence (717) 783-1068 Pennsylvania Department of Transportation

2. PennDOT 2 Baldrige at PennDOT 4 Information and Analysis 5 Human Resource Focus 3 Customer & Market Focus 7 Business Results 7 Business Results 2 Strategic Planning 1 Leadership 6 Process Management CUSTOMER AND MARKET FOCUSED STRATEGY AND ACTION PLANS

3. PennDOT 3 Baldrige at PennDOT n Customized to National Criteria n 150 Examiners n Trained 1000 Supervisors, 700 Middle Managers n Distributed 12,000 + personal guides n Assessments of Districts/Bureaus 2 yr.. Cycle n Assessing 67 counties using workshop techniques n Current Focus - Gap Closure

4. PennDOT 4 Center for Performance Excellence

5. PennDOT 5 Performance Improvement & Metrics Division n Quality tools training development n Survey instrument development, scanning and analysis n Department performance measures development and publication n External Audit Coordination

6. PennDOT 6 Process Consulting Services Division n Business Process Reengineering n Benchmarking n Continuous Process Improvement Tools n Best Practices Survey n Process Mapping & Analysis

7. PennDOT 7 Learning, Knowledge & Assessment Division n Career development systems n Competency analysis and training needs n Curriculum development n Knowledge Management Systems n Baldrige Assessments n Knowledge Center

8. PennDOT 8 CPE Client Relationships CPE Districts Bureaus

9. PennDOT 9 CPE Teams Client Need RAC Customized Project Team Customized Project Team Relationship Manager Client Project

10. PennDOT 10 Transportation University College Structure

11. PennDOT 11 College Dean Responsibilities n Identify Core skills and behaviors for each constituent group n Develop curriculum n Determine training delivery vehicles n Put evaluation processes in place n Budget n Manage out-service-training n Develop and manage certification process n Workforce Development n Develop alliances

12. PennDOT 12 Knowledge Management The conscious strategy of putting both tacit and explicit knowledge into action by creating context, infrastructure, and learning cycles that enable people to find and use the collective knowledge of the enterprise. APQC

13. PennDOT 13 Why? n Service Customers Better n Anticipating New Requirements n Improving Operations

14. PennDOT 14 As an Organization Do We? n Know what we know? n Know what we need to know and how to access it? n Make knowledge available at the right place and time?

15. PennDOT 15 Kinds of Knowledge n Best Practices n Directories of Experts n Customer Information n Explicit Knowledge n Work of Project Teams n Innovations n Support and Mentor Network

16. PennDOT 16 Communities of Practice Knowledge Broker

17. PennDOT 17 Outcomes Realized as a Result of Knowledge Management Practice 020406080100 63% 88% 75% 38% Increased innovation Business growth Practice and process improvement Increased customer satisfaction Enhanced employee capability/ organization learning