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Quality Management in the Public Services Department of City Government: Streamlining the Street Cave-In Repair Process

Summary: [This abstract is based on the authors' abstract.]

The quality management structure of the Columbus Consolidated Government is detailed through the development and implementation of a special project team in a division of the Public Services Department. The team's objective was to study and improve the response time necessary to repair road cave-ins, using a variety of quality improvement tools to analyze process data. Recommendations from the team significantly reduced work crew response time. Lessons learned in implementing a quality initiative in a public organization are discussed.

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  • Topics: Quality Management, Quality Tools, Teams
  • Keywords: Case study,Construction industry,Public sector,Transportation Industry,Quality improvement (QI),Quality management (QM),Quality tools,Quality Improvement Team (QIT)
  • Author: McNary, Lisa D.; Team members from the Columbus Consolidated Government
  • Journal: Quality Engineering