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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