Purpose: The ability to measure and assess “quality” is essential in building and maintaining a safe and effective transportation system. Attaining acceptable quality outcomes in transportation projects has been a reoccurring problem at both the federal and state levels, at least partially,...

"Jeff took a deep breath to calm down. He was about to stand in front of the employees of the Happy Face Toy Company's faltering Cleveland factory. As the new CEO, he'd been advised to close this factory as soon as possible, but he wanted to see it first. "How hard could this be?" he wondered,...