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

Quality Engineering vol. 13 issue 3 - March 2001

Abstract: [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.

Keywords: Case study - Construction industry - Public sector - Transportation Industry - Quality improvement (QI) - Quality management (QM) - Quality tools - Quality Improvement Team (QIT)

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