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ISO 9001 Certification at Dallas Street Services - Achieving Quality Excellence

Learn about the implementation of ISO 9001 Quality Management System at the Department of Street Services in Dallas, including overview, certification process, benefits, challenges, and return on investment. Discover how Dallas became the first major city in the US to achieve ISO 9001 certification for an entire city department, with a focus on standardizing work processes, improving internal communication, and enhancing customer satisfaction.

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ISO 9001 Certification at Dallas Street Services - Achieving Quality Excellence

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  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

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