One Year Later - Custodial Department Pilot Program

Transcription

1 One Year Later - Custodial Department Pilot Program Debbie Doyle, General Supervisor, Custodial Services Edward J. Williams, Jr. Manager, Site Resources Division Brookhaven National Laboratory

2 Brookhaven National Laboratory BNL is a multidisciplinary research institution operated by Brookhaven Science Associates for the U.S. Department of Energy s Office of Science. BNL has seven Nobel Prize-winning discoveries and over 70 years at the frontiers of science. Brookhaven Lab sits atop 5,320 acres at the eastern end of Long Island, NY with more than 2,800 employees, 4,500 visiting facility users,1,400 guest researchers The Site Resources Division contains Skilled Craft Labor, Roads and Grounds, Planners, Service Contracts, Machining Work and Custodial (~240 people) The Custodial Department consists of 1 Manager, 3 Supervisors, 1 Material Coordinator and Custodians for ~ 120 buildings regularly serviced with ~2,100,000 cleanable sq. ft.

3 The Way We Were Getting There Current State: Good people doing good things individual standards 2800 people setting expectations at times daily? Undiscovered Special Services Division Manager and General Supervisor: - We own it! Performance, Cost and Schedule - There s More than Meets the Eye - Supervision 4 3 2? Other Things: Recycle, recycle, recycle We re Special: - Mercury Lead Contamination

4 Leading of the Green Mixed Paper Office paper, newspapers, junk mail, catalogs, magazines,.. Cardboard Corrugated (ribbed) Low-grade cardboard Plastic, Glass, Metal Beverage & food containers must be rinsed out before placing in designated containers (typically yellow) Printer/Toner cartridges

5 We (thought) We had a New Vision: Ownership: It s our site, others just work here Pride: Custodial is a profession we should be professionals Set a New Standard: External Evaluation measure against standards Process: Success at another National Laboratory Consistent standards and measures We Want to be the A Student: Scoring got our attention

6 In the Beginning We set the baseline We made the choice to: Pilot the OS1 Commitment by Managers: We can do it What if: We don t change, we fail The choices include: Leadership change commitment Resources 1st contract for boot-camp, vacuums, tools Just do it: - Excitement shared with team - Early Efforts - Custodial Closets

7 First Steps in Place: A commitment to change -- OS1 Reorganized Custodial Department Sent team members to a series of trainings Obtaining a contract with MM to implement Purchased tools based on learning at classes A Leadership commitment: Laboratory Leadership is on-board (PEMP) Management is enthusiastic Workers are energized Did something

8 The Initial Plan: It is a project, use project management and quality tools Train a subset of custodians (~20) Set up Training Central even got a new TV!! Get initial work-loading and measurements from the experts Set the vision and lead the team with excitement Energize the people and watch them run We will be done in no time (maybe not!)

9 Get Ready Get Set Go Team 1 Trained and Ready: Selected the best match for initial building Good mix of people Target Building(s) Identified: 1 Pilot Building Secondary to fill workday Building 490 New Tools in Place: Backpack Vacs., Rolling Cans with aprons, Customers aware

10 Cleaning for Health Building 490 Medical Department: Good place to start the cleaning for health 1958 construction, occupies only a portion of the building Close to other buildings in the pilot What a difference, Customer Comments: - Customer Comments

11 Cleaning for Appearance: Building 400 Research Support Building: The Front Door of the Laboratory 64,816 gsf, constructed in 2007 Coffee bar, meeting rooms, visitors center the 1st impression of BNL happens here. Initial feedback we love our custodians don t change Early feedback from customers after OS1 implementation: - Customer Feedback

12 Reality Hits (hard) the Plan No plan survives the first engagement All the energy, excitement, and promise It sure looked easy Many were quick to turn back and away Not everybody was on-board Influential customers didn t like change (lost freebies) Focus on the people versus the process We met the Enemy and They was Us

13 Unexpected Enemies Rebellious Unwilling to Change: Won t use the tools Resistive and Subversive: Can t (don t want to)use the tools - Medical - Union Clandestine: The backdoor salespeople The Ventriloquist (getting others to speak)

14 Oops! We Missed It s the Process: Focused on people and results People were ready the process was behind Missed Some Key Investments: Supervisors were overlooked RSVP s didn t follow through Communications - To building managers, senior managers,

15 A Home Run Debbie,OMG this morning I almost ate my breakfast in the bathroom. It was so sparkly clean. Please pass on to the team great jobs on the bathroom. Their hard work is appreciated.

16 The good, the bad and the ugly, not necessarily in that order. Our back story... No formal training. We thought we knew but we really didn t know The search for knowledge ISSA Conference, local seminars, trade shows San Antonio, Texas: July 13, We learned about the history of the Alamo, and found the future for BNL Discovery of OS1 & The Simon Institute

17 Not just customers.. OS1 Cleaning for Health: Prescribed, measured, proven, consistent cleaning program - we had to sell it We drank the KoolAide you are listening to sales people We re not broken It s a plot: Cut staff, do more with less Customers do not want Team Cleaning Killer backpac vacuums!

18 The Eye of the Tiger. (or OS1) Put negative people into the Boot Camp Rotated staff through OS1 Pilot Team Attended many Dept./Div. meetings to present OS1 philosophy Cleaning for Health Met with individual customers Earth Day Presentations Articles in the BNL Bulletin Dug deep into ProTeam BackPac Vacuum information Worked with Occupational Medical Clinic & Safety Reps Additional training for challenged individuals

19 Replace failed to been challenged Our OS1 Challenges Journey : Good with people / Weak with Process Temptation strikes learn, teach, take shortcuts? BackPac Vacuum Recall (18!) Time Restraints Do we have the skill & ability? Staffing Issues Workloading Specialist Materials Coordinator Dedicated Trainer The Audit May 2016

20 How crazy was Paul Condie, Dr. Berry, John Walker? The OS1 Program and the science behind it is changing facility management organizations one by one. Right now it s our time at BNL, but eventually maybe OS1 can spread throughout the world

21 How crazy are you?