A well-run transportation agency depends on an organizational structure that supports effective operation and has processes in place to address any gaps limiting its efficiency. To that end, organizational excellence is “the ongoing efforts to establish an internal framework of standards and processes intended to engage and motivate employees to deliver products and services that fulfill customer requirements within business expectations. It is the achievement by an organization of consistent superior performance—for example, outputs that exceed meeting objectives, needs, or expectations.”

Organizational management supports organizational excellence and includes: the development and adjustment of organizational structures; deployment of Lean and other process improvement methodologies; management of performance and change within the organization; the culture and strategies of the organization; and practices the organization uses to address shifts and trends in the use of its resources.

According to ICMA, the 8 keys to organizational excellence are:

  • Delight your customers
  • Get results from vision and strategic planning
  • Create a culture from your values
  • Understand and incorporate both leadership and management
  • Pay attention to engagement and passion
  • Maximize performance
  • Measure progress
  • Manage change

Organizational Management provides a strategic framework to ensure the agency focuses on developing capability in these areas.