Report to: General Committee Date
Report Authored: May 4, 2010
SUBJECT: 2010
Interim Quality Management System Management Review Outcomes
PREPARED BY: Eddy
Wu, P.Eng., Ext. 2737
Waterworks Quality
Management System Controller
RECOMMENDATION:
1)
That the report titled “2010 Interim Quality Management
System Management Review Outcomes” be received; and,
2)
That Council, as the Owner of the Town’s drinking water
system, acknowledge and support the outcomes and action items identified from
the 2010 Interim Management Review; and further,
3)
That Staff be authorized and directed to do all things
necessary to give effect to this resolution
EXECUTIVE SUMMARY:
Not applicable
The purpose
of this report is to:
1.
Update the Owner on the status of the 2009 Management
Review action items
2.
Communicate outcomes from the 2010 Interim Management
Review to the Owner
Element 20 of
the Drinking Water Quality Management Standard (DWQMS) requires a Management
Review to be conducted at least once every twelve (12) months. It is required
by DWQMS that the outcomes from each Management Review are reported to the
Owner. The report brought forward to the Owner’s attention is summarizing the
outcomes from the Management Review, together with action items identified
within the meeting. The update of each previously identified action item is
also reported to the Owner so that the Owner is fully aware of the status of
each action item.
The Owner has
the overall responsibility and authority to ensure that the Town meets all
legislation and regulatory requirements. The Owner also has the responsibility
and authority to provide infrastructure and Quality Management System (QMS)
resources as required and agreed upon with the designated Top Management.
Therefore, it is very important for the Owner to be aware of the Management
Review outcomes.
This is the
third Management Review the Town had since the implementation of QMS. The first
one was held in November 2008, with the second one held in September 2009. All
Management Reviews were held with an identical agenda and the same attendees
invited to the meetings which consisted of the Corporate Top Management (Chief
Administrative Officer, Commissioner of Community and Fire Services, Director of
Operations and Waterworks General Manager) and the Operational Top Management
(the Waterworks Management Team).
In 2008 and
2009, one Management Review meeting was conducted each year in order to meet the
requirement of DWQMS. In order to avoid falling behind with holding only one
(1) Management Review per year, in 2010 two (2) Management Reviews are
scheduled. The interim Management Review took place on April 22, 2010 and
another Management Review will be scheduled in the later part of 2010. As long
as all the required agenda items are covered within the same year we are still
in compliance with DWQMS.
Agenda items not
covered in this interim Management Review include:
·
Trending of Drinking Water Quality Parameters – as
the comparison with previous data would not be a fair comparison, since previous
comparison was on an annual basis. By the end of October, Waterworks will have
the same full year window of data for more accurate comparison
·
Results of Infrastructure Review – as all the
infrastructure rehabilitation and renewal projects are just starting for 2010,
and the results of the infrastructure review are not available yet
·
Review of Risk Management and Emergency Response – as
the annual review of the Town’s Risk Assessment and the annual mock emergency response
exercise are both scheduled to take place in May, and there are no results from
these activities to be reviewed yet
·
Review the status of the Operational Plan – as the
annual review of the Operational Plan and the System Level Documents are due in
July, and therefore there is no update available in this meeting yet
The second
Management Review is tentative to be held at the end of October, and by then,
updates of these deferred items will be available for review.
Below are the
key highlights from this interim Management Review:
1.
Action Items
review
The status of all nineteen (19) action items identified
from the 2009 Management Review were reviewed and updated in the meeting. In
summary, nine (9) of the action items have been completed and closed off, six
(6) are not due for completion yet, and four (4) are revised to have later
completion dates. Detail of each action item is shown in Attachment “A”.
From this interim Management Review, seven (7) new action
items are identified with two (2) action items already completed as of the end
of April. Detail of each new action item identified is shown in Attachment “B”.
2.
Consumer Feedback
In addition to the existing card survey mechanism,
Waterworks is introducing the telephone survey mechanism in order to collect
feedback from those consumers that do not submit their comments via the card
method. This is a more proactive approach and hopefully more feedback can be
collected with this new method that runs in parallel to the card survey method.
Waterworks will be piloting this new process in the coming months, and the goal
is to work with Contact Center in the future in order to collect consumer
feedback. This is one of the new action items identified in Attachment “B”.
3.
Resource Needs
For the presentation of Resources Need, Waterworks has
taken a different approach this time. In areas where resources are needed, the
risks are identified with the mitigation measures developed. Next the resources
plans are identified and to be presented to the Corporate Top Management through
the upcoming budget approval process. This approach will provide the Corporate
Top Management a more in-depth and better understanding of Waterworks resources
need in a more business like approach. This discussion is required and will
meet the requirement of DWQMS element 20.
Waterworks has presented the following five (5) areas for
resources need, and a three (3) years plan is to be developed in order to
mitigate the risks identified. These areas are:
a) Revenue Recovery
& Water Loss Reduction
·
Meter accuracy
·
Meter Reading and Data Analysis
·
Leakage Management and Water Audit
b) Infrastructure
Rehabilitation/Replacement (R/R)
·
Lifecycle
c) Data
Management and Analysis – Process Improvement
·
Regulatory data
·
Operational and Maintenance data
·
Financial data
·
Customer service data
d) Effluent
Control & Compliance
·
Proactive effluent control and compliance
·
Damage cost recovery
e) Operational
Service Levels
·
Adequacy
4.
Aligning QMS with
NQI
The implementation of QMS fully supports the development
of the Town’s NQI initiatives, as both programs drive towards continual
improvement. However, the terminologies used in QMS and NQI are different in
many areas but the concepts behind them are identical. Waterworks will prepare
a communication document to educate and aid staff to understand and be
comfortable with both programs’ concepts and terminologies. The communication
document shows direct alignment of QMS to the Town’s NQI journey. The results of
this can assist other Town’s departments to align their internal quality
management program with the Town’s NQI program.
The interim
Management Review information package and meeting minutes are maintained by the
Waterworks QMS Controller as part of the records as required by DWQMS. These
records are available upon request if needed but are not submitted as part of
this report.
Not
applicable
Business Case
for each new staffing request will be prepared as part of the 2011 Capital
Budget request. These business cases are to be forwarded to the CAO and
Commissioners Committee (CCC) for approval in the coming months.
Municipal
Services – The accredited QMS is a requirement for the Town to retain the
Municipal Drinking Water License. Without the accreditation, the Town cannot
become the Operating Authority in order to continue operating the Town’s
drinking water system. Performing the Management Review and communicating the
outcomes from the Management Review to the Owner is required in order for the
Town to remain in compliance to DWQMS. This is crucial in order for the Town to
be able to continue providing the same high level of drinking water to the
Town’s consumers.
Not
applicable
The
undersigned represent the Corporate Top Management of Town of Markham’s
Drinking Water Distribution System. By signing below the Corporate Top
Management of the Operating Authority has reviewed the outcomes and action
items identified from the 2010 Interim Management Review, and hereby recommend
these outcomes and action items to be brought forward to the Owner’s attention.
RECOMMENDED
BY: ________________________
Jerry Klaus
General
Manager, Waterworks
________________________
Peter
Loukes, P.Eng.
Director,
Operations
________________________
Brenda
Librecz
Commissioner,
Community and Fire Services
________________________
John Livey
Chief
Administrative Officer
Attachment
“A” – 2009 Management Review Action Items Summary
Attachment
“B” – 2010 Interim Management Review Action Items Summary
Q:\Commission Share\Operations and Asset
Management\Reports\2010\Waterworks\2010 Interim QMS Management Review
Outcomes.doc