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City vs. Mother Nature
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Things that happen occasionally…
- Budget
- Special Events
- Hiring summer students
- Floods
- Other natural (or unnatural) events
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What we strive for:
Don’t do something
for the first time
more than once
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What do we typically do?
• Rely on previous experiences and memories
• We’re really good at working it out “on the fly”
• People have different opinions to offer
• People are willing to help where needed
• Have individual Work Instructions, but not an overall workflow map
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This leads to…
1. Inconsistency and uncertainty in who is doing what, when
2. “Surprise” but people “Should have known”
3. High Risk of “loss of expertise” as people retire or leave
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Do we compound our expertise?
• Blue represents the Leader’s level of expertise,
• Orange represents the Team’s collective expertise
→ The Blue is the same for both graphs (same leaders), but the Team’s collective experience rises significantly with a systematic capture of expertise of the group
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The Flood of 2018
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We pulled a team together
• Internal staff• NB Power• GNB EMO• Amateur Radio Club• Red Cross• Salvation Army• Others
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The Team’s Objective:
• Capture the expertise from a well run operation (Flood 2018), to be able to reapply it in future flood events
• Perform the same analysis for other events – ice storms, hurricanes, long-term power outages, a pandemic, …
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The Outcome
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The Outcome
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The Outcome“The Playbook”
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Other Events -- Ice Storm, Fire, Long-term Power Outage, …
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What we found
• There is a lot of value in having the partners involved
• It’s better to have the discussions shortly after the event
– Focus on what worked well / repeatable
– What can we tweak to smoothen / what was frustrating staff or customers?
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What makes this work
• Right level of detail – no work instructions required at this time (dump and document)
• Include “beyond normal” – e.g. 9m flood– Talk about it before it happens
• Include everyone that touches it– It educates
– You might be surprised what you learn
• These are GUIDELINES, not a hammer
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Still work to do…
• Identified gaps of knowledge / indecision• Identified “nice to know”• Need to add more detail to the Playbook • Work with External Partners
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Our Results
• Heightened level of awareness throughout the organization
• Allows pre-planning prior to (and during) an event
• We move from being reactive to being proactive (and more and more proactive as we learn each year)
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Final Steps
Plan, Do, CHECK, ADJUSTFollow-up in May 2019
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Questions?
[email protected] of Fredericton, New BrunswickManager, Improvement and InnovationLean Six Sigma Master Black Belt