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Disaster ResponseCore Process AnalysisMarch 21-22, 2013Concinnity NetworkBobbi Bilnoski, CEOMaurice Quintana, LEAN Consult...
Root Cause Analysis1. Vendor Agreements           Undocumented Vendor Agreement                               forms and pr...
Root Cause Analysis9. Data Processing                Out-dated, inflexible, technology unable to                          ...
Vendor Agreements*                           Manpower                                                Material             ...
Chain of Command            Manpower                                                Material                     Problem: ...
Administration*                                                                                                           ...
Team Communication             Manpower                                              Material                             ...
HR/Personnel Tracking*                           Manpower                                                 Material        ...
Accounting *                           Manpower                                               Material                    ...
Revenue Processing            Manpower                                           Material                                 ...
Data Collection/Reporting                    Manpower                                           Material                  ...
Data Processing               Manpower                                          Material                                  ...
Driver Check-in                  Manpower                                              Material                           ...
Driver Training*                           Manpower                                                 Material              ...
Yard Management*                           Manpower                                            Material                   ...
Fuel Yard Maintenance                Manpower                                         Material                            ...
Equipment & Resources*                           Manpower                                                  Material       ...
Standardized Checklists                                                                                                   ...
Shut Down Procedure                  Manpower                                              Material                       ...
Photos
21   Learning MomentLack of . . .   Avoid, using the phrase         Explain why there a ‘lack    ‘lack of’ while trying ...
22   Learning MomentLack of . . .            Here are some words to consider                         using instead of “lac...
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Vv fishbone analysis_charts_final

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Doing some root cause analysis with fish bone exercises.

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Transcript of "Vv fishbone analysis_charts_final"

  1. 1. Disaster ResponseCore Process AnalysisMarch 21-22, 2013Concinnity NetworkBobbi Bilnoski, CEOMaurice Quintana, LEAN Consultantwww.concinnitynetwork.net
  2. 2. Root Cause Analysis1. Vendor Agreements Undocumented Vendor Agreement forms and procedures2. Chain of Command Confusion - who is responsible for what, for which client?3. Administration Undefined responsibilities and procedures and reporting structure4. Team Communications Miscommunication between team members5. HR and Personnel Tracking Employee policies/procedures undocumented & inconsistently applied6. Accounting Inefficient billing procedures and unclear billing requirements7. Revenue Processing Slow/loss collection of revenue, inconsistent processing procedures8. Data Collection/Reporting Inconsistent collection and reporting of data Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  3. 3. Root Cause Analysis9. Data Processing Out-dated, inflexible, technology unable to access to real-time info10. Driver Check-in Inconsistent process of checking drivers in before deployment11. Driver Training Driver Training Policies/Procedures undocumented and inconsistent12. Yard Management Yard management ineffective/deficient, causing communication issues13. Yard/Generator Maintenance Inconsistent management of fuel yards and generator maintenance14. Equipment & Resources Equipment and resources are not adequately managed15. Standardized Checklists Employees are not trained to perform routine tasks because they are not documented or standardized.16. Shut Down Inconsistent procedures in shutting down deployment phase Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  4. 4. Vendor Agreements* Manpower Material Problem: Undocumented Yard Workers Need to be Pre-Identified Crane Cost in Fuel Yard Vendor Agreement forms and Small company, no one Resources (airboats, etc.) procedures dedicated to vendor available in needed locations? contract management Agreements and pricing for staging yards Don’t have a Pre- Undefined, documented Identified Vendor List customer agreements No documentation of prior Vendor Approval List agreements, nor access to them No knowledge mgmt. system or searchable database Method Machine 1* Indicates the group that did vertical fish bone charts, Concinnity Network, Bobbi Bilnoski, CEOvarying from standard methodology and directions. www.concinnitynetwork.net
  5. 5. Chain of Command Manpower Material Problem: Command structure Customers and reporting Employees Responsibilities relationships are not Vendors clear or understood Accounting by key stakeholders Internal Communication Structure of External organization Identification of client needs Database Clients scope of work centralized and Communication points automated PO issued Internal resource identification Telephones Location, where work is performed Ask the right questions Laptops, TabletsMethod Machine 2 Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  6. 6. Administration* Problem: Manpower Material Undefined Administrative Project Manager Fuel – Gas or Diesel responsibilities and procedures and reporting Cross Trained Personnel Customer Rentals structure Site Techs Directing Equipment Requirements Personnel Dispatching / Routing Procedures Database for Information Tracking Disconnect Procedures Plan B Location Moves Pre – Identified Projects Single Point of Contact Data Collection and Asset Management per Customer Requests Recording Procedures Method Machine 3* Indicates the group that did vertical fish bone charts, Concinnity Network, Bobbi Bilnoski, CEOvarying from standard methodology and directions. www.concinnitynetwork.net
  7. 7. Team Communication Manpower Material Problem:Lack of personnel Web X Miscommunication between team members Weak facilitation / Bridges by function communication skills ? ? Organizational flow Database Organizational chart for DR ? Command structure Record data ?Method Machine 4 Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  8. 8. HR/Personnel Tracking* Manpower Material Problem: One Main Contact Employee policies Track Equipment Movement: and procedures areNot enough hazard drivers Who got what, when , where not documents and Identify Hazard Drivers from Non-hazard drivers are inconsistently Badges applied Personnel Requirements & Tracking No one capturing equipment Unclear on correct paperwork for new hires Hours Reporting New Hire / Rehire Procedures Not enough hazmat Need Hiring Process Automation Trained Drivers No process for keeping field Mobile App for Tracking techs active in the field Sites Overlayed on Map Driver Stand-by Procedures Communication with drivers Operational Assessment Unable to identify when field techs are available Method Machine 5* Indicates the group that did vertical fish bone charts, Concinnity Network, Bobbi Bilnoski, CEOvarying from standard methodology and directions. www.concinnitynetwork.net
  9. 9. Accounting * Manpower Material Problem: Inefficient billing Collect Data for Invoices Cash Location procedures and unclear billing Bought vs. Spent requirements Undefined system Daily Invoicing Operational Precedents Undefined System Database Centralized and Automated Customer Driven, at own expense Not taking care of Valrico’s needs Start Billing Activity Numerous Invoicing Scenarios Clients not 100% billed for services PO # Process Method Machine 6* Indicates the group that did vertical fish bone charts, Concinnity Network, Bobbi Bilnoski, CEOvarying from standard methodology and directions. www.concinnitynetwork.net
  10. 10. Revenue Processing Manpower Material Problem: Loss or slow Processing data Costs collection of revenue due to inconsistent Time to develop processing procedures Data collection No database to track work Number of steps Driver tools for reporting data Fuel Quantity - gallons Billing - hours or flat rate Hold and upload dataMethod Machine 7 Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  11. 11. Data Collection/Reporting Manpower Material Problem:Undefined customer needs Time Inconsistent collection and reporting of data ? Money ? ? Standard Operating Procedures Customized database for Fuel Drivers to track work ? ? ? ? Method Machine 8 Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  12. 12. Data Processing Manpower Material Problem: Outdated technology is Insufficient tools Insufficient data unable to provide flexible, access to real- ? ? time information ? ? No documented standard No data repository operating procedures Undefined process Insufficient technology to maintain database Unclear workflow Current technology is not flexible, we have to modify procedures to fit the limits of technologyMethod Machine 9 Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  13. 13. Driver Check-in Manpower Material Problem:Personnel to build the Standardize driver Inconsistent process database information required of checking drivers in before deployment ? ? ? ? No documented No database procedures to follow Unclear command structure ? No driver matrix of information ? Method Machine 10 Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  14. 14. Driver Training* Manpower Material Problem: Driver Training Policies and In adequate staffing Training Materials Procedures are undocumented Shift Rotations Outside Building and inconsistent Input Tracking Data ? Mark Logic Issue No documented process in place Tracking Devices (GPS) Standardized Training Unaware of legal requirements New Fuel Procedures Training Check Lists Needed Lack of knowledge/education on the issue Database Tracking Hours Method Machine 11* Indicates the group that did vertical fish bone charts, Concinnity Network, Bobbi Bilnoski, CEOvarying from standard methodology and directions. www.concinnitynetwork.net
  15. 15. Yard Management* Manpower Material Problem: Yard management Yard Security is ineffective and Input Equipment Data Need Shelter in Yard deficient, causing for Tracking communication Crane for Generators issues Never needed it before Not enough staff Supplies Equipment Staging Method for Locating Yard Generators Customer needs requirement Need Repair Capturing Data on Equipment Getting Generator Information Changing Yard Procedure Needs Back to Command Center More Communication Crane Procurement Procedures Yard Accessibility Method Machine 12* Indicates the group that did vertical fish bone charts, Concinnity Network, Bobbi Bilnoski, CEOvarying from standard methodology and directions. www.concinnitynetwork.net
  16. 16. Fuel Yard Maintenance Manpower Material Problem: InconsistentOne-on-one time with Standardization management of fuel each driver yards and generator maintenance Growth ? ? ? No defined procedures No training videos Unclear command structure No standard equipment ? ? Method Machine 13 Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  17. 17. Equipment & Resources* Manpower Material Problem: Inadequate daily resources Unclear roles and needed for storms Equipment and responsibilities resources are not No mobile office Standard required equipment not clearly identified (size, cables, adequately managed connections, quantity, number of Routing takes an drivers, driver training enormous amout of time ? Client Equipment List – quantity, quality, unload, load, none Not enough client cyber keys Turning on fuel cards Locating the bulk fuel in relation to heaviest damage Insufficient parking Issues with payroll and timely for full fuel trucks paychecks Distance of fueler to impact ? area and ETA accuracy ? Yard Accessibility Method Machine 14* Indicates the group that did vertical fish bone charts, Concinnity Network, Bobbi Bilnoski, CEOvarying from standard methodology and directions. www.concinnitynetwork.net
  18. 18. Standardized Checklists Problem: Manpower Material Employees are notNo database contact list trained to perform PPE requirements not for driver classification and resources, identified by June 1 routine tasks because HR not completed for they are not drivers in the off season, Not having checklists and Resource inventory not prepared documented or prior to storm season resources identified by June 1 standardized. Identify drivers with smart phones No PPE checklist to help identify DR vendors not and gather resources identified pre-storm and equipment Chain of command and by customer project manager ID fuel drivers with No checklists created for each smart phones client team, Undefined customer specific Database does not provide SOP checklists requirements and forms Assigned tasks have no checklists, No standard customer intake form Need mobile platform or app for all SOP checklists for drivers to use - paperless Method Machine 15 Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  19. 19. Shut Down Procedure Manpower Material Problem: InconsistentTime to discuss daily 3rd Party Neutral Facilitator procedures in activities to conduct surveys shutting down the Shifts/length of time Paid time off deployment phase Lack of facilitation to conduct After Action ? Reviews (AAR) No process for 3rd Party Recording results in exit interviews/surveys the database No process to capture Plus/Delta’s ? by the team during the event After action review with ? accounting within 2 weeks post storm Method Machine 16 Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  20. 20. Photos
  21. 21. 21 Learning MomentLack of . . . Avoid, using the phrase  Explain why there a ‘lack ‘lack of’ while trying to of’ something. define a problem, it is usually just a  To ensure the right solution in disguise. problem is being solved and clearly state it. Don’t try to apply solutions to a problem  Replace ‘lack of’ with a without a clear sentence that describes understanding of it, the ‘real’ problem (i.e. including its root causes an outdated database, and key symptoms. or insufficient technology to maintain a database)
  22. 22. 22 Learning MomentLack of . . . Here are some words to consider using instead of “lack of”. “We have a lack of  Biased  Neglected Conflicting Obsolete communication.”    Confusing  Outdated  Devalued  Overlapping “We have sporadic,  Discouraged  Pervasive and inconsistent  Disjointed  Rehabilitating Disorganized Reluctant communication.”    Excessive  Restricted  Extensive  Sporadic  Fragmented  Unbalanced  Inaccessible  Unclear  Inflexible  Uncoordinated  Insecure  Unmotivated  Misused  Unrealistic  Narrow  Weakened

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