Dallas Area Rapid Transit

Division Level Measurement ProgramFebruary 28, 2005

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?

Recognition Program– Subcommittee– Event– Awards– Banner

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

Lessons Learned

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

DLM Program

Questions & Answers