Lessons Learned: Putting Them to Work at PNNL

Patti AmmonetLessons Learned/Operating Experience

Program Manager

September 14, 2010Operating Experience Committee Meeting

Our vision started in FY07… imagining the future role for LLs

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

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

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%

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%

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

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)

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

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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