Performance Improvement at the Transportation Security Administration
Terry Bickham Leader - Learning and Development Services, Deloitte Services LP
Wednesday, June 10, 2009 – 6:00 to 8:30 p.m. The Transportation Security Administration (TSA) was created in November 2002 in response to the tragic events of September 11, 2001. In less than a year, passenger and baggage screening at every one of the nation’s 459 commercial airports was transitioned to TSA security officers. The hiring, training and implementation of about 60,000 screeners in such a short time was the largest mobilization of a workforce since WW II. It was also a wonderful opportunity to put performance improvement into practice! In this informative and relevant session, participants will learn about some of the screener performance challenges TSA faced and conduct a mini performance analysis based on their own experiences as an airline passenger subjected to TSA security screening. Terry will share some of the results and impact of a performance analysis he conducted when he led learning and development at the TSA.
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