
Why do we need quality management
in government agencies?

What was IDOT’s experience with quality
management?

What is ISO 9001?

How did IDOT implement ISO 9001?

What are some keys to success in
implementing ISO 9001?
Source: www.newsuem.com
Access date: December 2 – 5, 2009
•
International organization for
standardization
•
Generic requirements for a quality
management system
•
Serves as a blueprint for construction of a
quality management system
•
Third party certification can provide
additional assurance
PLAN
DO
ACT
CHECK

Customer satisfaction measurements

Customer complaint process

Internal Customers

Quality Policy

Quality Objectives

Management Commitment

Management Representative

Responsibilities and authorities

Training, Competency and Awareness

Quality objectives required at all levels
Programming
Planning
Design
Construction

Document interrelation of processes

Document control

All processes must be monitored

Quality Manual

Quality management system planning

Management review

Corrective actions

Preventive actions

Internal audits

Measurements

Analysis of data

Should include statistical analysis

Allocation of resources tied to
measureable outcomes

Purchasing process

Supplier evaluations

Supplier corrective actions
•DOCUMENT QUALITY
SYSTEM
•REVISE PROCEDURES
•REVISE MANUALS
•IMPLEMENT QUALITY
SYSTEM
•PRODUCTS
•SERVICES
PLAN
ACT
•MANAGEMENT
REVIEW
•CORRECTIVE
ACTIONS
•PREVENTIVE ACTIONS
DO
CHECK
•INTERNAL AUDITS
•PROCESS
MEASUREMENTS
•PRODUCT/SERVICE
MEASUREMENTS
•DOCUMENT QUALITY
SYSTEM
•REVISE PROCEDURES
•REVISE MANUALS
•IMPLEMENT QUALITY
SYSTEM
•PRODUCTS
•SERVICES
PLAN
ACT
•MANAGEMENT
REVIEW
•CORRECTIVE
ACTIONS
•PREVENTIVE ACTIONS
DO
CHECK
•INTERNAL AUDITS
•PROCESS
MEASUREMENTS
•PRODUCT/SERVICE
MEASUREMENTS
•DOCUMENT QUALITY
SYSTEM
•REVISE PROCEDURES
•REVISE MANUALS
•IMPLEMENT QUALITY
SYSTEM
•PRODUCTS
•SERVICES
PLAN
ACT
•MANAGEMENT
REVIEW
•CORRECTIVE
ACTIONS
•PREVENTIVE ACTIONS
DO
CHECK
•INTERNAL AUDITS
•PROCESS
MEASUREMENTS
•PRODUCT/SERVICE
MEASUREMENTS
•DOCUMENT QUALITY
SYSTEM
•REVISE PROCEDURES
•REVISE MANUALS
•IMPLEMENT QUALITY
SYSTEM
•PRODUCTS
•SERVICES
PLAN
ACT
•MANAGEMENT
REVIEW
•CORRECTIVE
ACTIONS
•PREVENTIVE ACTIONS
DO
CHECK
•INTERNAL AUDITS
•PROCESS
MEASUREMENTS
•PRODUCT/SERVICE
MEASUREMENTS
•DOCUMENT QUALITY
SYSTEM
•REVISE PROCEDURES
•REVISE MANUALS
•IMPLEMENT QUALITY
SYSTEM
•PRODUCTS
•SERVICES
PLAN
ACT
•MANAGEMENT
REVIEW
•CORRECTIVE
ACTIONS
•PREVENTIVE ACTIONS
DO
CHECK
•INTERNAL AUDITS
•PROCESS
MEASUREMENTS
•PRODUCT/SERVICE
MEASUREMENTS
•DOCUMENT QUALITY
SYSTEM
•REVISE PROCEDURES
•REVISE MANUALS
•IMPLEMENT QUALITY
SYSTEM
•PRODUCTS
•SERVICES
PLAN
ACT
•MANAGEMENT
REVIEW
•CORRECTIVE
ACTIONS
•PREVENTIVE ACTIONS
DO
CHECK
•INTERNAL AUDITS
•PROCESS
MEASUREMENTS
•PRODUCT/SERVICE
MEASUREMENTS
GAP ANALYSIS
DOCUMENT QMS
INTERNAL AUDIT
MANAGEMENT REVIEW
CORRECTIVE ACTIONS
GAP ANALYSIS
DOCUMENT QMS
INTERNAL AUDIT
MANAGEMENT REVIEW
CORRECTIVE ACTIONS
GAP ANALYSIS
DOCUMENT QMS
INTERNAL AUDIT
MANAGEMENT REVIEW
CORRECTIVE ACTIONS
GAP ANALYSIS
DOCUMENT QMS
INTERNAL AUDIT
MANAGEMENT REVIEW
CORRECTIVE ACTIONS
GAP ANALYSIS
DOCUMENT QMS
INTERNAL AUDIT
MANAGEMENT REVIEW
CORRECTIVE ACTIONS
GAP ANALYSIS
DOCUMENT QMS
INTERNAL AUDIT
MANAGEMENT REVIEW
CORRECTIVE ACTIONS
DESK AUDIT
ON-SITE READINESS REVIEW
REGISTRATION AUDIT
SURVEILLANCE AUDIT
REASSESSMENT AUDIT
DESK AUDIT
ON-SITE READINESS REVIEW
REGISTRATION AUDIT
SURVEILLANCE AUDIT
REASSESSMENT AUDIT
DESK AUDIT
ON-SITE READINESS REVIEW
REGISTRATION AUDIT
SURVEILLANCE AUDIT
REASSESSMENT AUDIT
DESK AUDIT
ON-SITE READINESS REVIEW
REGISTRATION AUDIT
SURVEILLANCE AUDIT
REASSESSMENT AUDIT
DESK AUDIT
ON-SITE READINESS REVIEW
REGISTRATION AUDIT
SURVEILLANCE AUDIT
REASSESSMENT AUDIT
DESK AUDIT
ON-SITE READINESS REVIEW
REGISTRATION AUDIT
SURVEILLANCE AUDIT
REASSESSMENT AUDIT

Align Internal Audits with ISO 9001:2008

Quality Objectives for all processes

Build a robust corrective/preventive
action system

Create a solid management review
process
STRATEGIC OBJECTIVE
QUALITY OBJECTIVE

Improved safety on
state highway
system

Reduce number of
fatal accidents

Improve diversity in
the agency
purchasing process

Reduce number of
projects where DBE
goal not met

Reduce processing
time

Reduce the number
of processing errors
RISK EVENT
PREVENTIVE ACTION

Increased workload
increases potential
for fraud

Outsource sample
collection and
monitoring

Higher than
expected bids

Develop targets for
LA expenditure and
monitor

Increased potential
of equipment failure

Contingency plan
for single/multiple
equipment failures
Strategic Review
Results
ACT
PLAN
CHECK
DO
Operational Review
ACT
PLAN
CHECK
DO
Goals
1363
GOOD
1254 1248
1043
911
917
2005 2006 2007 2008 2009 2010
3.10%
2.20%
1.91%
2.08%
1.56%
2005 2006 2007 2008 2009 2010
GOOD
2.60%