T A I L G A T E T A L K The Quest for Quality Flagger Force was founded on quality. This focus on quality has created a higher standard in our industry for safe, well executed work zones. As a result, we have experienced ever-increasing demands and expectations from our clients. The Flagger Force quality team responds to those demands by applying a quality management approach that addresses the uniqueness of our business. Quality work drives the increasing client demand for our services. The team’s objective is to pursue a continuing commitment to evaluate our field work. They strive to continuously raise the bar for the service we provide and to keep the clients satisfied. What is quality? It’s the behaviors and processes behind what we do to maintain our desired level of excellence that produce safe environments. By the same token, quality keeps the traveling public safe from us, where safety keeps us safe from the traveling public and the activities on the job site. Quality and safety go together like a horse and carriage. Quality Diagnosis The quality team is made up of one manager and five quality specialists. One specialist is assigned per region and observes work sites in that area. They also assist in other regions. When quality specialists are on site, they look at every aspect of the work, including the type of setup, if the work zone is compliant, and whether or not there are any safety concerns that could pose an issue throughout the day. Area supervisors (AS) play an important role in assisting quality specialists (QS). The AS reviews that the setup is done safely and correctly with a focus on the client’s needs. QS evaluations look at the setup and processes utilized with a focus on its impact to the safety of our workers, the client, and the public. Another Flagger Force focus is area supervisor’s direct assistance to the Operations Services Center (OSC)—supporting resource allocation and client orders. AS’s communicate client requests for consistent crews to the OSC. They direct field specialists (FS) to help fill gaps in crews during morning priority allocation, and when a region is tight on resources, the AS’s will review and confirm that the correct number of field employees are assigned to jobs. In the end, it all comes back to quality service and promoting safety. Both quality specialists and area supervisors are here to help. Opportunities for Achievement Crews in all markets should work toward achieving improved results in the following areas: • Job Safety Discussion (JSD) form use, which is the leading improvement opportunity. Side note, electronic JSD form coming soon—stay tuned. • Maintaining crew attentiveness • Utilizing radios and proper communication • Watching you partner’s back while he/she is setting up the signs and cones Tyler Orazio, quality manager “Our company’s service is safety and producing quality work drives safety. If we execute our work correctly and consistently, we will inherently be safe.” Marlin Rainey, quality specialist—Maryland “No job is so important, and no service is so urgent that we cannot take time to perform our work safely.” Adam Wintersteen, quality specialist—central Pennsylvania “The quality of a leader is reflected in the standards they set for themselves.” Mark Marano, quality specialist—Virginia “Quality is not what happens when what you do matches your intentions. It is what happens when what you do matches your customers’ expectations.” Jane Updegraff, quality specialist—western Pennsylvania “The key to successful leadership today is influence. Not authority.” Larry Thomas, quality specialist—eastern Pennsylvania “Whenever you find yourself doubting how far you can go, just remember how far you have come. Remember everything you have faced, all the battles you have won, and all the fears you have overcome.” Meet the Quality Team! C.A.R.E. — “Quality Tips for a Quality Work Site” Remember this acronym when in the field to ensure a quality setup and experience for all. Conduct a pre-job brief with the client and don’t forget to fill out your JSD form. C Evaluate the situation before starting work to identify anything that could pose an issue throughout the day. E Always peer check to be sure everyone is safe. A Remember your Typicals to understand the type of work you’ll be doing. R