Using Better Measures Can Drive Improvement – Cascading Metrics for Vehicle Maintenance

King County’s Vehicle Maintenance section was using metrics that didn’t drive improvement and frustrated employees.

We learned a better way—involving front line staff in developing metrics that would be useful for them.

That change has made for real performance improvement and improved engagement and communication throughout the organization.

The video below highlights our learning and was taken during a tour of Metro Transit Vehicle Maintenance’s new tiered measures by King County employees and leaders on March 4.

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