Using neural network-based tools for building learning organisations

During the last decade, most European countries have institutionalised a series of measures in order to protect the environment and to provide better public services. Such measures have also been adopted in The Netherlands by Rijkswaterstaat (RWS), part of the ministry of communications and responsible for roads and waterways. One of the current RWS objectives is to provide a quality motorway of high impact to the Dutch road network. In recent years, RWS has committed itself wholeheartedly to Total Quality Management (TQM). It is in the process of making fundamental changes in motorway construction management. For instance, it is considering giving the responsibilities for the quality of road maintenance to sub-contractors. Managers involved in the TQM project feel the need to develop the attitudes and quality-consciousness of all parties involved in the management of the construction and maintenance of the motorway. In an initial stage, it is essential to study the current attitudes to quality in general and to policies related to `providing a high-quality road' of all parties involved. The research project described below is a step in this direction. The research project took place within the broader framework of RWS's interest in `organisational learning'. The research project capitalised on the ability of Artificial Neural Networks (ANNs) to study human behaviour and integrated this with current RWS needs. More particularly, ANNs were used to visualise stakeholder perceptions and to monitor changes in these perceptions. As a result of the research project, a software tool was developed which is currently used in order to support the organisational change process.