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Operating Experience Committee Meeting
Lessons Learned: What Readers Want
Patti AmmonetLessons Learned/Operating
Experience Program Manager
Presented May 5, 2010SLAC National Accelerator Laboratory
Our vision started in FY07… imagining the future role for LLs
…From To…
Compliance-driven LLs isolated from work activities
LLs directly serve staff needs in their work activities, delivered JIT at point of need (balance of human and electronic services)
Quality of external LLs varies depending on originating source
LL quality consistent, relevant, contextual, and focused to staff needs; reusable content
LLs in static repository Dynamic web tools promote collaboration, participation, improvement
LL pushed to staff Managers actively conduct project team LL reviews – key to learning organization and improving performance
LL completed as corrective action checklist item Feedback methods give staff easy tools for commenting, sharing ideas and using LLs to help improve work processes
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
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
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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
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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 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
Contemporary services / tools cont.
Stay service-based, friendly, hassle-free for staffSearch services – help staff locate relevant LLs for their workDynamic 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 recentVariety 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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Project Management Accidental firearm discharged – 2 LLs for PMs (top 10 most-viewed LLs in Lab)added to PM training; required PM reading
Chemical safetyUCLA pyrophoric event -- LL and updated procedures (top 10 most viewed)prompted extensive PNNL actions in ISM, an ISM success story (EFCOG presentation), and new industry standards
Foreign travelRisks / traveler experiences shared – 6 LL series (safety, food, planning, etc.) (top 10)Added to Lab-wide required training for foreign travelers
Software qualityMicrosoft Excel flaw – Lab safety alert Researcher comment identified gap -- software quality issues will be announced and tracked through recall process
Acquisitions Program managers’ good practices for successful ARRA procurements of $120M
SecurityBuilding Incident Prevention campaign for staff, incorporating new LLs & videos
Results…growth in business value… with pull from PNNL managers for LLs to address broad themes
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Results….increasing productivity, effectiveness, and impact
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• Lab metrics • readership levels / trends• average cost per LL
• Program metrics• Monitor website tools used• Analyze & report webstats for
• new insights / patterns• Lab-wide, by org
• Feedback/anecdotes - comments, how LLs are used, success stories
Q1 Q2 Q3 Q40
200
400
600
800
1000
1200
1400
Average Lessons Learned Readers* per Month - by Quarter
FY07
FY08
FY09
FY10
*Each reader counted once
Strong 4-year growth trend in readership
Results cont.
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Most of the LL database content is being accessed
FY09: 73% (1102/1513)FY10 MY: 75% (1230/1645)
FY08 FY09 Q2 FY10
41
76 78
35
7276
42
84 80
Unique Staff Accessing Lessons Learned
(as Percentage of Total Lab Staff)PNNL Research Support
High percentage of staff access LLs
Success stories / feedback
Feedback from National Security directorate‘Research staff appreciate LLs and find them useful’
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…”“Great lesson learned and article regarding project management and implementation.”“Great suggestion to move to plastic pipette”
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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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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What’s ahead for us…
Continue expansion beyond traditional ESH topicsProject execution, business
Closer partnership with functional orgs –Embed LLs directly in Lab work flows (online policy/reqts)LLs to enhance training content (security, electrical, travel)Transfer electrical & security LLs to Lab LL website
Pursue interactive tools for staff to capture/share exp“i-reports”Short videosWiki ‘quick-add’ tools
Find the next level of learning & insight
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