1. Dallas Area Rapid Transit Division Level Measurement Program February 28, 2005

2. What is the basis for the Division Level Management (DLM) Program? Key Performance Indicators (KPIs) Pay for performance Enterprise concept

3. How did we start to swallow the elephant? Addressed employee satisfaction initiatives Involved other departments Implemented team problem solving

4. East Dallas Safety & Security Team Led by Senior Managers of Bus Operations and Maintenance Team Composition included DART Police Focused on and resolved security issues Expanded focus to examine KPI reporting and data

5. What are the priority KPIs at the operating division level? On-time performance Late pull-outs Miles between service calls Unscheduled absences Accidents per 100,000 miles Complaints per 100,000 passengers Average weekday ridership Unit cost per hour Unit cost per mile

6. Why are these KPIs priorities? Impacted by employee performance Focus on service efficiency, safety, and customer satisfaction Impact customers, operator, and mechanic safety and overall operational costs

7. What are performance targets? Performance targets are clearly defined goals for each operating division that all employees know and can work to achieve Impact on Operating Budget Costs

8. Why are the performance targets different for each division? Mix of service Fleet models Unique challenges

9. What is a scorecard? A scorecard is the chart of KPIs, targets, and how the division actually performed that month

10. 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

11. What happens if a division meets its performance measurement targets? Recognition Program –Subcommittee –Event –Awards –Banner

12. What if an employee wants to be on their division’s team or make suggestions? Contact the division’s Transportation or Maintenance senior manager

13. 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

14. Problem Solving Team Structure Two Bus Operators Two Mechanics Maintenance Manager & Senior Manager Transportation Manager & Senior Manager Field Supervision Representative Division Safety Specialist Group Facilitator Trainer, DART Police, & Support representatives (when necessary)

15. Problem Solving Team Roles & Responsibilities Senior Manager Team Members Facilitator OMB Data Specialist

16. Other Problem Solving Team Information Selection Process Meeting Frequency

17. NW Problem Solving Team Photo

18. Lessons Learned Be the first - it's easiest Identify the relevant data and where it is located Identify and train qualified team facilitators in advance of roll-out Think through relationship to existing programs and initiative Expect challenge/resistance to change, especially when competition is introduced Be flexible

19. DLM Program Questions & Answers