Problem Statement: Objective: It takes too long to respond to pothole complaints 50% Improvement in % of Potholes repaired in 24 hours Repair 97% of potholes in 24 hours Project Description
Team Members Black Belt:Bob Kennedy Champion:Ted Rhinehart Brad Baumgartner - Street Department Jill Morgan, Kim Jones - Data Input Brooks Beatty - Street Department Team Members
The Defects Or The Ys % Potholes repaired within 24 hrs Define Definition of The Y Definition of The Y Definition of the Y
Reduced Claims Filed Against the City Overtime Reduction for Pothole Repairs More Positive Public Image Rapid Citywide Pothole Repairs Benefits Internal Benefits External Benefits Safer City Initiative Improved Customer Service Improved Relations with Neighborhood Associations
Safer City Initiative Improved Customer Service Improved Relations with Neighborhood Associations Business Case External Benefits
One person is in charge of assigning all pothole complaints and checking for completion of work for all Quadrants. The same person is also responsible for checking the completion of work orders on a daily basis instead of weekly. A back-up person has also been appointed these duties in case of vacation or time off of work. Third shifts first priority is to check the Dispatch Office for complaints called in between 3:00pm & 11:00pm, and repair the potholes. Special lighting was added to the trucks so repairs could be made at night. Changes Implemented
Phoned in complaints are picked up from the Dispatch Office at the beginning of each shift. Dispatcher radios patch trucks as complaints are received. When the repair is complete the patch truck radios the dispatcher a completion time for the work order. Dispatchers and troubleshooters are responsible for repairing potholes on week-ends and holidays when our regular crews are not in. n nn Continued…
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