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Disaster Response
Core Process Analysis
March 21-22, 2013

Concinnity Network
Bobbi Bilnoski, CEO
Maurice Quintana, LEAN Consultant
www.concinnitynetwork.net
Root Cause Analysis
1. Vendor Agreements           Undocumented Vendor Agreement
                               forms and procedures
2. Chain of Command            Confusion - who is responsible for what,
                               for which client?
3. Administration              Undefined responsibilities and procedures and
                               reporting structure
4. Team Communications         Miscommunication between team members

5. HR and Personnel Tracking   Employee policies/procedures undocumented &
                               inconsistently applied
6. Accounting                  Inefficient billing procedures and unclear
                               billing requirements
7. Revenue Processing          Slow/loss collection of revenue, inconsistent
                               processing procedures
8. Data Collection/Reporting   Inconsistent collection and reporting of data


                                                           Concinnity Network, Bobbi Bilnoski, CEO
                                                                       www.concinnitynetwork.net
Root Cause Analysis
9. Data Processing                Out-dated, inflexible, technology unable to
                                  access to real-time info
10. Driver Check-in               Inconsistent process of checking drivers in
                                  before deployment
11. Driver Training               Driver Training Policies/Procedures
                                  undocumented and inconsistent
12. Yard Management               Yard management ineffective/deficient,
                                  causing communication issues
13. Yard/Generator Maintenance Inconsistent management of fuel yards and
                                  generator maintenance
14. Equipment & Resources         Equipment and resources are not
                                  adequately managed
15. 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
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, CEO
varying from standard methodology and directions.                                                                  www.concinnitynetwork.net
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, Tablets


Method                                       Machine
                                                                                                                        2
                                                                                       Concinnity Network, Bobbi Bilnoski, CEO
                                                                                                   www.concinnitynetwork.net
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, CEO
varying from standard methodology and directions.                                                                   www.concinnitynetwork.net
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
HR/Personnel Tracking*

                           Manpower                                                 Material
                                                                                                                 Problem:
       One Main Contact
                                                                                                         Employee policies
                                                            Track Equipment Movement:                  and procedures are
Not 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, CEO
varying from standard methodology and directions.                                                                   www.concinnitynetwork.net
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, CEO
varying from standard methodology and directions.                                                                     www.concinnitynetwork.net
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 data


Method                                            Machine
                                                                                                                            7
                                                                                           Concinnity Network, Bobbi Bilnoski, CEO
                                                                                                       www.concinnitynetwork.net
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
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 technology

Method                                        Machine
                                                                                                                      9
                                                                                     Concinnity Network, Bobbi Bilnoski, CEO
                                                                                                 www.concinnitynetwork.net
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
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, CEO
varying from standard methodology and directions.                                                                    www.concinnitynetwork.net
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, CEO
varying from standard methodology and directions.                                                                  www.concinnitynetwork.net
Fuel Yard Maintenance

                Manpower                                         Material
                                                                                            Problem:
                                                                                         Inconsistent
One-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
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, CEO
varying from standard methodology and directions.                                                                     www.concinnitynetwork.net
Standardized Checklists
                                                                                                           Problem:
                       Manpower                                                Material
                                                                                                 Employees are not
No 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
Shut Down Procedure

                  Manpower                                              Material
                                                                                                     Problem:
                                                                                                  Inconsistent
Time 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
Photos
21   Learning Moment



Lack 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   Learning Moment



Lack 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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Vv fishbone analysis_charts_final

  • 1. Disaster Response Core Process Analysis March 21-22, 2013 Concinnity Network Bobbi Bilnoski, CEO Maurice Quintana, LEAN Consultant www.concinnitynetwork.net
  • 2. Root Cause Analysis 1. Vendor Agreements Undocumented Vendor Agreement forms and procedures 2. Chain of Command Confusion - who is responsible for what, for which client? 3. Administration Undefined responsibilities and procedures and reporting structure 4. Team Communications Miscommunication between team members 5. HR and Personnel Tracking Employee policies/procedures undocumented & inconsistently applied 6. Accounting Inefficient billing procedures and unclear billing requirements 7. Revenue Processing Slow/loss collection of revenue, inconsistent processing procedures 8. Data Collection/Reporting Inconsistent collection and reporting of data Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  • 3. Root Cause Analysis 9. Data Processing Out-dated, inflexible, technology unable to access to real-time info 10. Driver Check-in Inconsistent process of checking drivers in before deployment 11. Driver Training Driver Training Policies/Procedures undocumented and inconsistent 12. Yard Management Yard management ineffective/deficient, causing communication issues 13. Yard/Generator Maintenance Inconsistent management of fuel yards and generator maintenance 14. Equipment & Resources Equipment and resources are not adequately managed 15. 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. 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, CEO varying from standard methodology and directions. www.concinnitynetwork.net
  • 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, Tablets Method Machine 2 Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  • 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, CEO varying from standard methodology and directions. www.concinnitynetwork.net
  • 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. HR/Personnel Tracking* Manpower Material Problem: One Main Contact Employee policies Track Equipment Movement: and procedures are Not 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, CEO varying from standard methodology and directions. www.concinnitynetwork.net
  • 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, CEO varying from standard methodology and directions. www.concinnitynetwork.net
  • 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 data Method Machine 7 Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  • 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. 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 technology Method Machine 9 Concinnity Network, Bobbi Bilnoski, CEO www.concinnitynetwork.net
  • 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. 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, CEO varying from standard methodology and directions. www.concinnitynetwork.net
  • 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, CEO varying from standard methodology and directions. www.concinnitynetwork.net
  • 16. Fuel Yard Maintenance Manpower Material Problem: Inconsistent One-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. 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, CEO varying from standard methodology and directions. www.concinnitynetwork.net
  • 18. Standardized Checklists Problem: Manpower Material Employees are not No 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. Shut Down Procedure Manpower Material Problem: Inconsistent Time 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
  • 21. 21 Learning Moment Lack 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 Learning Moment Lack 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