Operating Experience Committee Meeting

1. Operating Experience Committee Meeting Patti Ammonet Lessons Learned/Operating Experience Program Manager Lessons Learned: What Readers Want Presented May 5, 2010 SLAC National Accelerator Laboratory

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

3. Our mission became…”todelivervalue 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

4. How we…make compliance transparent • No separate requirements / procedures for LLs • DOE 210.2 requirements built into Lab processes – • Event reporting • Issue management • Recalls (SCI / defective items / safety alerts) • Cognizant SMEs review each LL before publishing • LLs incorporated into Lab processes / systems • Training (hazards, PM, security, travel, etc.) • Policies/requirements • Event reporting, issue management • LLs disseminated through multiple channels • Line manager Central (new website portal) • Weekly PNNL newsletter • Targeted distributions 4

5. How we…focus on readers • Relevant to their jobs • Well-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’ts • Address LL points to targeted PNNL roles • Announce a new LL each week in PNNL newsletter • Easy website navigation / access tools 5

6. Short summary • Event details with • context Reference to Lab process Role-specific LL statements Related articles (based on tags, topic) 6

7. How we work…offer contemporary services / tools to help managers leverage LLs for greater staff value • 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 reqts • Discuss 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 7

8. 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 8

9. Results…growth in business value… with pull from PNNL managers for LLs to address broad themes • Project Management • Accidental firearm discharged – 2 LLs for PMs (top 10 most-viewed LLs in Lab) • added to PM training; required PM reading • Chemical safety • UCLA 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 travel • Risks / traveler experiences shared – 6 LL series (safety, food, planning, etc.) (top 10) • Added to Lab-wide required training for foreign travelers • Software quality • Microsoft 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 • Security • Building Incident Prevention campaign for staff, incorporating new LLs & videos 9

10. Results….increasing productivity, effectiveness, and impact Strong 4-year growth trend in readership • 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 *Each reader counted once 10

11. Results cont. High percentage of staff access LLs • Most of the LL database content is being accessed • FY09: 73% (1102/1513) • FY10 MY: 75% (1230/1645) 11

12. 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 12

13. Simple keys to PNNL LL/OE Program growth and success … • Partner with requesting managers to understand what they need and value • Understand our readers’ perspective and deliver LLs that inform them, relate to their work, save them time • Keep LLs “top of mind” through regular dissemination and interactive web tools 13

14. What’s ahead for us… • Continue expansion beyond traditional ESH topics • Project 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 videos • Wiki ‘quick-add’ tools • Find the next level of learning & insight 14