First U.S. Toll Road and Toll Bridge Certified to ISO 9001

Improvements more than offset cost of certification

Almost two years ago, the management team of the Indiana Toll Road (ITR Concession Co. LLC) and the Chicago Skyway Bridge (Skyway Concession Co. LLC) decided that implementing a quality management system compliant with ISO 9001 would be a useful tool for driving continual improvement. The shared management team of both roads was relatively new since the roads had been recently privatized. The team was absolutely committed to customer satisfaction and operating the roads as efficiently as possible. Both roads also needed to comply with concession lease agreements with the State of Indiana and the City of Chicago, and a quality management system would continually verify compliance with the requirements.

There were many challenges to overcome in designing and implementing a quality management system compliant with ISO 9001. A consultant was selected to perform an initial gap analysis and help prioritize tasks needed to achieve organizational goals. The gap analysis not only identified actions required for compliance to ISO 9001 but also identified many opportunities for improvement.

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Comments

Toll Bridge Headline Misleading

I've been the lead auditor where I work since 1994, and have succesfully passed the RAB-sanctioned training in both ISO9001 and IS014001, and am a Certified Quality Auditor through ASQ, so I think I'm qualified to comment here. The headline indicating that the first toll road and bridge were certified to ISO9001 and similar passages in the text such as "The certification audit was extremely successful and both roads were recommended for certification in March 2010" is very puzzling to say the least. ISO9001 is NOT a product standard. Products, whether they be doorknobs, french fries, electronic equipment or bridges are not certified or registered to ISO9001 in any shape or form. The properly documented and implemented Quality System is what is recognized by ISO9001 certification. The standard is a process-oriented evaluation of quality system elements, such as management review, document and record control, training, internal auditing, continual improvement and so on, of SYSTEMS not products. To state anything else is simply wrong.