administrativeagencies benchmarking businessmanagement casestudies communicationinorganizations econometrics economics economicvalueadded education evaluation evaluationstudiesastopic facilitymanagement higher highwaydepartments lineandstafforganization maintenanceandrepair management mathematicalstatistics measurement methods nonprofitorganizations organizationalchange organizationaleffectiveness performance publicpolicy research roads sewagedisposalplants sewagesludge smallbusiness standards statistics strategicplanning technologicalinnovations time-seriesanalysis totalqualitymanagement totalqualitymanagementingovernment unitedstates waterqualitymanagement