1. ISO-9001 Quality Management System
Department of Street Services
September 28, 2012

2. Briefing Outline Overview of the Department of Street Services
ISO 9001 Quality Management System
Certification/implementation process
Communication and Awareness
Return on Investment
Challenges

3. Department Overview $72M budget with 563 employees
Organized into four business units:
Street Repair Division
Asphalt
Concrete
Service Maintenance Areas (4)
Contracts, Finance, and Inspections
Transportation Division

4. Department Overview (cont.)
Responsible for:
Street maintenance and repair
Right-of-way maintenance
Traffic control maintenance and engineering
Emergency Response

5. ISO 9001 certification process
2005: University of Texas at Arlington (UTA)-Texas Manufacturing Assistance Center (TMAC) partnered with Department of Street Services
to implement ISO 9001 within the Street Repair Division
2006: Council approved multi-year contract with the UTA -TMAC
to implement ISO 9001 Quality Management System
entire Department of Street Services
other City Departments

6. ISO 9001 certification process (cont.)
TMAC in conjunction with Street Services
Developed process maps for each service provided by Department
Developed work instructions
to standardize work processes
Established measurable objectives
to serve as guiding principles for each business unit

7. ISO 9001 certification process (cont.)
TMAC in conjunction with Street Services
Conducted a series of internal audits
to identify opportunities for improvement
Implemented monthly management reviews
to monitor progress
foster decision making
Developed a quality manual
that outlines StreetWorks way of doing business

8. ISO 9001 certification process (cont.)
Pre-Assessment
conducted on January, 2007
Final audit completed
February-March, 2007
ISO 9001 Certification
Awarded March, 2007

9. ISO 9001 certification process (cont.)
Dallas became first major city in the US to achieve ISO 9001 certification for an entire city department
Department of Street Services became first major department to implement an Internal Inspection Program to monitor Quality Control.

10. Return on Investment Initial Return on Investment
A documented quality management system
Improved internal communication
Consistent and repeatable processes
Customer feedback showing signs of increased customer satisfaction
Corrective and preventative action systems to facilitate continual improvement
Employee buy-in through training and involvement

11. Challenges satisfying ISO-9001 requirements
Multiple & non-integrated audits
Competency requirements
Document control
Mapping process
Intelex license

12. Conclusion
Questions/Comments

13. Appendix

14. Measurable Objectives
Developed for each business unit to address:
Delivery of service
Efficiency
Quality
Customer feedback

15. Objectives for Service Maintenance Areas
Measurement
Source
1. Delivery of Service / Efficiency
Respond to 98% of service requests in accordance with the Service Level Agreement (SLA).
The total number of service requests completed compared to the total number received
Customer Response Management System / 311
2. Quality
Achieve a 90% pass rate for all SMA Quality inspections
The number of passed inspections compared to the total number of inspections
STS Inspection Program
3. Customer Satisfaction
Actively review positive and negative feedback from currently available resources
The number of complaints and commendations per quarter
Witness Outstanding Work (W.O.W)

16. Objective 1 for Service Maintenance Areas

17. Objective 2 for Service Maintenance Areas

18. Objectives for Street Repair Division (SRD)
Measurement
Source
1. Delivery of Service / Efficiency
To ensure 92% of service requests for major asphalt street repairs and 80% of service requests for major concrete street repairs are completed within the Service Level Agreement (SLA).
The number of service requests completed on time compared to the number received
Customer Response Management System / 311
2. Delivery of Service / Efficiency
Perform maintenance work planned projects in accordance with FY 2011/12 program goals
The number of lane miles completed per goal
Performancesoft
3. Quality
Achieve a 98% pass rate for all Quality inspections
The number of passed inspections compared to the total number of inspections
STS Inspection Program
4. Customer Satisfaction
Actively review positive and negative feedback from currently available resources
The number of complaints and commendations per quarter
Witness Outstanding Work (W.O.W)
Street Services Customer Service Questionnaire

19. Objective 3 for Street Repair Division

20. Objectives for Contracts, Finance, and Inspections
Measurement
Source
1. Delivery of Service / Efficiency / Quality
Process 99% of payments for goods and services within 21 days from the date received
The number of payments processed within 21 days divided by the total number of payments processed monthly
Accounts Payable Log (sys-copy)
2. Quality
Measure the percentage of mowing and sweeping work performed by the contractor that is accepted according to the City’s specifications the first time
The number of passed inspections compared to the total number of inspections
Performancesoft
3. Customer Satisfaction
Actively review positive and negative feedback from currently available resources
The number of complaints and commendations per quarter
Witness Outstanding Work (W.O.W)
Customer Response Management System / 311

21. Objective 1 for Contracts Finance & Inspection

22. Objectives for Transportation
Measurement
Source
1. Delivery of Service / Efficiency / Quality
To ensure 95% of service requests for traffic sign emergencies are completed within the Service Level Agreement.
The number of service requests completed on time compared to the number received
Customer Response Management System / 311
2. Quality
To ensure 80% of streets have acceptable levels of visible striping
The number of streets inventoried compared to the total number of streets with less than acceptable levels of visible striping
Performancesoft
3. Customer Satisfaction
Actively review positive and negative feedback from currently available resources
The number of complaints and commendations per quarter
Witness Outstanding Work (W.O.W)
Street Services Customer Service Questionnaire

23. Objective: Respond to Traffic Sign Maintenance - Emergency Calls in accordance with the SLA.
117
108 88
124 88 68
121
108 92
117
152

24. Example of a work instruction
Internal Inspection Program

25. Communication
Door-hangers
Project signs

26. 1-Stop Shop for Document Control
Quality, Environmental and Occupational Health & Safety Management System