lessons learned: putting them to work at pnnl
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Lessons Learned: Putting Them to Work at PNNL. Patti Ammonet Lessons Learned/Operating Experience Program Manager. September 14, 2010 Operating Experience Committee Meeting. Our vision started in FY07… imagining the future role for LLs. - PowerPoint PPT PresentationTRANSCRIPT
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Lessons Learned: Putting Them to Work at PNNL
Patti AmmonetLessons Learned/Operating Experience
Program Manager
September 14, 2010Operating Experience Committee Meeting
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Our vision started in FY07… imagining the future role for LLs
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Our mission became…”to deliver value and service…” as staff perform work
Established four guiding principles •Make compliance transparent•Focus on the reader •Offer high-value services / tools•Monitor effectiveness and results
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Keys to success…how we work with managers and staff
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Delivering LLs to staff at the point-of-need
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LL/OE Content types
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• Internal sources• Managers (events, critiques, concerns, good practices, staff experiences)
• External sources• DOE events• Hanford LLs• Industry (e.g., CSB)
• Recalls / SCI / DI / Safety / Software quality
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All organizations are developing lessons learned
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Number of LL's Requested for FY10 By Org Number of LL's Requested % of Total
BSD 1 4%EED 8 29%
EMSL 0 0%FCSD 1 4%ODS 1 4%OSD 17 61%NSD 9 32%
Other 1 4%
Number of LL's Requested for FY10 % of Total Number of LL's Requested
Research 18 64%Support 20 71%
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Results…growth in business value…with pull from PNNL managers for LLs to address broad themes
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Website Demo – SHOW types of functions and content on the website
Home page – show main functions Main views, search / tags, left nav links)
“View by” lists – access specific LLs(HoF – click on plagiarism, procurement good practices, Dave’s OE story
Good practices – click on carboy, AOs
Discuss key elements of a LL article
Short summary (reusable in subscription notices, emails, HDI)
Event details with context
Role-specific LL statements
Reference to HDI
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New LL type: operational excellence stories as told by staff
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Results…a lot of PNNL staff are reading LLs
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Results…readership levels have increased dramatically across all orgs since FY08
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Results…readership by research and support staff is about equal in FY10
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Results…weekly Lab announcements and subscriptions quickly lead staff to LLs
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Results…staff use web tools to easily find more LLs of interest
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Results…staff have accessed 100% of all LLs in the database
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Lab Level LL/OE Webstats for FY10 as of 8/31
Total Percentage
Total LL/OE Website Hits 74,586
Number of Unique PNNL Staff Accessing LL's 4,337 88%
Number of Unique LL's Articles Hit 1,260 100%
Total Unique PNNL Staff Subscribed to LL/OE 133 3%
Research to Support Split
Total Unique Research Staff Accessing LL's 2,367 87%
Total Unique Support Staff Accessing LL's 1,468 91%
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Results…most-read LLs include project management, foreign travel, security
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Top 10 LLs Viewed by PNNL for FY10 (through 8/31) Total Views
Gaps to identifying and managing project risks contributed to discharge of firearm in training room 825
The halo effect can influence judgment of risks and hazards 812
Learning from Tragedy of UCLA Lab Accident 780
Foreign traveler fails to get approvals 615
Employee in a Rush Sends Unencrypted E-mail 596
Personal Safety While on Foreign Travel 582
Worker dies in Bobcat/backhoe accident at BPA substation 577Back-to-back tans-Atlantic flights result in pulmonary embolism 574
Worker forgot to encrypt e-email that included controlled information 529
Recycled Cup Sparks Fire in Microwave 529
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Results…top rated LLs
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Results…Success stories / feedback
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What’s ahead for us…
Expand high-value content Closer partnership with functional organizationsInteractive tools for staff to capture / share experiencesContinued innovation -- learning from shared experiences leads to innovation across the Laboratory performance
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BACKUP SLIDES
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Short summary
Reference to Lab process
Role-specific LL statements
Event details with context
Related articles (based on tags, topic)
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How we…make compliance transparent
No separate requirements / procedures for LLsDOE 210.2 requirements built into Lab processes –
Event reportingIssue managementRecalls (SCI / defective items / safety alerts)
Cognizant SMEs review each LL before publishingLLs incorporated into Lab processes / systems
Training (hazards, PM, security, travel, etc.)Policies/requirements Event reporting, issue management
LLs disseminated through multiple channelsLine manager Central (new website portal)Weekly PNNL newsletter Targeted distributions
No separate requirements / procedures for LLsDOE 210.2 requirements built into Lab processes –
Event reportingIssue managementRecalls (SCI / defective items / safety alerts)
Cognizant SMEs review each LL before publishingLLs incorporated into Lab processes / systems
Training (hazards, PM, security, travel, etc.)Policies/requirements Event reporting, issue management
LLs disseminated through multiple channelsLine manager Central (new website portal)Weekly PNNL newsletter Targeted distributions
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Keys to success – how we work with managers / staff
Partner with requestors Understand / deliver what they need and value
Build relationships with ResearchExpanded / timely business topics with pull from managers / staff
Deliver LL content to staff when they need it Job planning (risk-based)
Training (formal, reading assignments) (PM, compliance, etc.)
HDI links in each LL; HDI work flow activities will link to LLs
Custom requests (e.g., monthly LL reports to Fac Ops)
Reports (e.g, research requests for data analysis)
Weekly LL announcement to Lab
LLs targeted distributions to SMEs
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Delivering LLs to staff at the point-of-need through….
Work plans (hazards analysis in F&O and research labs)
Training (on-line, classroom, technical work group)
Project management Procurement
(recommended hotplate models)Lab communications
(LLs part of plans / strategies)Lab policies / work controls
(LLs as real-life stories)First-line safety
(new ‘First Take’ tool/process)
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How we…focus on readers
Relevant to their jobsWell-written and easy to understand –
right balance of details sufficient business context important, insightful LL messages
Structured for quality and consistency – Quick-read Summary (reusable content element)Reference Lab process - link to PNNL online policy/req’tsAddress LL points to targeted PNNL roles
Announce a new LL each week in PNNL newsletter Easy website navigation / access tools
Relevant to their jobsWell-written and easy to understand –
right balance of details sufficient business context important, insightful LL messages
Structured for quality and consistency – Quick-read Summary (reusable content element)Reference Lab process - link to PNNL online policy/req’tsAddress LL points to targeted PNNL roles
Announce a new LL each week in PNNL newsletter Easy website navigation / access tools
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Results…Success stories / feedback
Feedback from directorates‘NSD Research staff appreciate LLs and find them useful’ (QM)“I love your process” (operations manager)
Feedback from line managers“Good lessons learned - this is another example of how application of project management principles help ensure the success of any complex task…” (R&D mgr)“Great lesson learned and article regarding project management and implementation.” (ALD)“Great suggestion to move to plastic pipette” (scientist)
Feedback from internal I/O study & manager interviews‘LL value has significantly progressed -- enabling managers to reinforce safety culture across Lab’
Management reinforces correct staff behaviors in --Radiological safety, respiratory protection, pressure systems, project management
Pyrophoric LL an ISM success story prompting new guidelines and industry standards
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How we work…offer contemporary services / tools to help managers leverage LLs for greater staff value
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Treat LL development process as a partnership with shared goals –
Team with requesting manager – hold scoping meeting to discuss facts, key staff messages, applicable Lab reqtsDiscuss how LL can help manager reinforce expectations of safety, quality, performance culture and “right” behaviors (e.g. “unexpected eruption”)
Cover timely business issues for target audiences – e.g., PMs, MSOs-- not addressed elsewhere Assure LL is valuable / actionable for their staff (e.g., “avoiding pitfalls that lead to cost overruns”)
Maximize LL for reuse in training, as reading assignments, future access by other staff / projects
Treat LL development process as a partnership with shared goals –
Team with requesting manager – hold scoping meeting to discuss facts, key staff messages, applicable Lab reqtsDiscuss how LL can help manager reinforce expectations of safety, quality, performance culture and “right” behaviors (e.g. “unexpected eruption”)
Cover timely business issues for target audiences – e.g., PMs, MSOs-- not addressed elsewhere Assure LL is valuable / actionable for their staff (e.g., “avoiding pitfalls that lead to cost overruns”)
Maximize LL for reuse in training, as reading assignments, future access by other staff / projects
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Contemporary services / tools cont.
Stay service-based, friendly, hassle-free for staff
Search services – help staff locate relevant LLs for their work
Dynamic website – easy tools to search, find ‘related articles,’ share, comment, rate, tag, etc. (future ‘quick-add wiki tool, more videos)
Provide LL views by – Hall of Fame, highest rated, good practices, most discussed, most viewed, most recent
Variety of topics covering Lab business areas Use LLs to highlight correct staff actions (e.g., researcher identifies over-pressurization hazard in vendor equipment)
Include links to Lab process / procedure steps and other resources
Stay service-based, friendly, hassle-free for staff
Search services – help staff locate relevant LLs for their work
Dynamic website – easy tools to search, find ‘related articles,’ share, comment, rate, tag, etc. (future ‘quick-add wiki tool, more videos)
Provide LL views by – Hall of Fame, highest rated, good practices, most discussed, most viewed, most recent
Variety of topics covering Lab business areas Use LLs to highlight correct staff actions (e.g., researcher identifies over-pressurization hazard in vendor equipment)
Include links to Lab process / procedure steps and other resources
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Simple keys to PNNL LL/OE Program growth and success …
Partner with requesting managers to understand what they need and valueUnderstand our readers’ perspective and deliver LLs that inform them, relate to their work, save them timeKeep LLs “top of mind” through regular dissemination and interactive web tools
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