ISO-9001 Quality Management System

1. ISO-9001Quality 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

16. Objective 1 for Service Maintenance Areas

17. Objective 2 for Service Maintenance Areas

18. Objectives for Street Repair Division (SRD)

19. Objective 3 for Street Repair Division

20. Objectives for Contracts, Finance, and Inspections

21. Objective 1 for Contracts Finance & Inspection

22. Objectives for Transportation

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 • http://www.4eval.com/Dallas/STS/Streets.htm