What is the basis for the Division Level Management (DLM) Program?
Key Performance Indicators (KPIs)Pay for performanceEnterprise concept
How did we start to swallow the elephant?
Addressed employee satisfaction initiativesInvolved other departmentsImplemented team problem solving
East Dallas Safety & Security Team
Led by Senior Managers of Bus Operations and MaintenanceTeam Composition included DART PoliceFocused on and resolved security issuesExpanded focus to examine KPI reporting and data
What are the priority KPIs at the operating division level?
On-time performanceLate pull-outsMiles between service callsUnscheduled absencesAccidents per 100,000 milesComplaints per 100,000 passengersAverage weekday ridershipUnit cost per hourUnit cost per mile
Why are these KPIs priorities?
Impacted by employee performanceFocus on service efficiency, safety, and customer satisfactionImpact customers, operator, and mechanic safety and overall operational costs
What are performance targets?
Performance targets are clearly defined goals for each operating division that all employees know and can work to achieveImpact on Operating Budget Costs
Why are the performance targets different for each division?
Mix of serviceFleet modelsUnique challenges
What is a scorecard?
A scorecard is the chart of KPIs, targets, and how the division actually performed that month
What is a dashboard chart?
A dashboard chart provides more details about each KPI and displays them clearly, just as gauges on a vehicle dashboard provide information quickly and clearly
What happens if a division meets its performance measurement targets?
What if an employee wants to be on their division’s team or make suggestions?
Contact the division’s Transportation or Maintenance senior manager
How and when will the Key Performance Targets program roll out to other divisions?
Bus Operating Divisions– East Dallas Pilot Program
- Rolled out in January 2004
– Northwest – Rolled out in April 2004
– North Oak Cliff – Rolled out in May 2004
– South Oak Cliff – Rolled out in June 2004
Other Operating Divisions– Rail Operations and
Ways, Structures & Amenities - September 2004
– Central Support (Maintenance) - October 2004
– Materials Management - TBD
Problem Solving Team Structure
Two Bus OperatorsTwo MechanicsMaintenance Manager & Senior ManagerTransportation Manager & Senior ManagerField Supervision RepresentativeDivision Safety SpecialistGroup FacilitatorTrainer, DART Police, & Support representatives (when necessary)
Problem Solving Team Roles & Responsibilities
Senior ManagerTeam MembersFacilitatorOMB Data Specialist
Other Problem Solving Team Information
Selection ProcessMeeting Frequency
NW Problem Solving Team Photo
Be the first - it's easiestIdentify the relevant data and where it is locatedIdentify and train qualified team facilitators in advance of roll-outThink through relationship to existing programs and initiativeExpect challenge/resistance to change, especially when competition is introducedBe flexible