This case study is about The Highways Agency which is responsible for England’s strategic road network spread throughout 9400 KM or 5481 miles. Highways Agency is a government agency working under the Department for Transport. Highways Agency’s priorities are to
• Continue to maintain the network in good condition to ensure that it is safe and available for use.
• Maximize performance from the existing network.
• Improve the network where necessary.
During the late 1990s, the UK Government organized Better Quality Services Review (BQSR) program and Highways Agency underwent a review of performance of its activities.
The question belongs to Operations Management, particularly under Total Quality Management. The question is a case study is Business Improvement Strategies in Highways Agency. As per the case study, the Highways Agency underwent a review which brought out some critical areas of concern which include design and implementation of a business improvement strategy, evaluation of the framework of BQSR and Highways Agency dealing with contractors and subcontractors for future projects have been answered in the solution.
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