Our Approach To Success
Benchmarking and performance management are an integral part of TransPro’s approach to nearly every project we undertake because we believe that it’s both insightful and instructive to understand how one’s own performance and practices compare to industry peers, and that projects undertaken by an agency should have a clear, quantifiable outcome linked to their overall […]
Driving Excellence: Turning Customer Service into Customer Satisfaction
Sometimes you can’t just tweak an existing element of your business if you want to improve; you need to swallow hard and reimagine it from scratch. A great example of an internal process change was when I was the CEO of the Rochester transit agency. Conditions on our buses were a real sticking point for […]
What Running Goals Taught Me About Organizational Performance Management
When we work with clients, we tell them how important it is to define what success means from the outset. Whether for a project, initiative, or for their entire organization, we extol the importance of putting a stake in the ground that represents an unambiguous and measurable outcome, that if achieved, would allow them to […]