Integrated and strategically aligned programs are the cornerstone of effective health and productivity management (HPM). However, maximizing the value of an HPM strategy can be difficult when the data from different employer programs is not fully integrated. This case study details how a leading automotive parts manufacturer implemented a novel productivity improvement and health management software system to improve operational efficiency and provide real-time management of workforce health and productivity. Outcomes include operational efficiency, cost and productivity improvements due to staffing reductions from reduced administrative data management and reporting needs, as well as reductions in work-related injuries and lost time.
25. Unwarranted Absenteeism Mars Delphi Competitiveness
COUNTERMEASURES
THEME:
1. Unswerving, relentless leadership attention.
2. Common, consistent approach across the company.
A “Quantum Leap” improvement is required to close the
3. Supervisory accountability, with requisite staff support.
competitive gap and to greatly enhance work force
effectiveness 4. Standardized work, audited expectations, required training.
5. Revised/expanded measurement metrics for process,
PROBLEM / SITUATION: structure, outcomes.
6. Real-time, customizable data reporting to direct attention
• Delphi’s U.S. controllable absenteeism is 6% higher than
its best U.S. competitors. where it is needed.
• Delphi is spending upwards of $100M annually in its U.S. 7. Utilization of lean enterprise techniques, scientific
operations needlessly intervention protocols.
8. DMS EEI modules modified to enjoin workforce commitment
and involvement.
TARGET/GOALS:
• Establish and/or reinforce organizational accountability IMPLEMENTATION:
• Alter entitlement culture of absenteeism, and
1. Environmental scan /Best practice review
• Significantly enhance employee commitment 2. Integrated Information System
Thereby: 3. Metrics / Measurements /Trend Analysis
• Reducing controllable absenteeism 6% 4. Medical Care management
• Saving $75M in Plant Ops Costs and $25 M in Benefits 5. Disability management
6. Training
7. Communication / Promotion
CAUSE ANALYSIS: 8. Employment / Supervisory practices
1. Find, analyze and quantify root causes of absence 9. Audit / Validation
utilizing a statistically significant, disciplined, scientific 10. Institutionalization / Sustainability
approach.
2. Plan and execute situation specific, irreversible COST: ABSENCE INFRASTRUCTURE WITH
corrective interventions.
3. Audit compliance, evaluate results and iteratively
MINIMAL CONSULTANT INVOLVEMENT
course correct.
FOLLOW UP:
• Sponsorship
• Advise and involve stakeholders appropriately
• Appoint and empower personnel
29. Absence Management System
Managing
Ops Managers / Director/Plant Director Plant AM Board Supervisor
Superintendents
• Promotes the “I Care” Message • Leads plant Attendance process • Lead by Plant/Site • Communicates attendance expectation to employees
• Encourages employee involvement & reinforces • Appoints an Absence Coordinator per Manager • Primary responsibility for follow - up, counseling, role model
the positives of good attendanc e established corporate guidelines • Includes all site leadership If Employee does not repo rt for scheduled work:
• Participates in Plant PNAW Board and • Leads in the promotion of the “I Care” message • Team reviews plant • Contact Employee within first 2 hrs of shift. Give “I
subcommittees • Encourages employee and supervisory absence activi ty and Care” message and inquire as to reason of absence.
• Ensures implementation of absence management involvem ent PNAW monthly reports; • Ask if assistance necessary
practices and policies • Leads the Plant PNAW Team and ensures tracks performance metrics
• Ensures all supervisors receive absence participation • Emphasize that they are needed at work
• Team develops action plan
• Ask anticipated RTW date
management training and on - going education • Reviews absence data and resultant action for plant to deal with
• Make attendance a part of performance reviews for taken. Ensures compliance with established absence within plant • Record reason for absence and conte nt of discussion
su pervisors corporate practice culture & follows in Employee’s Attendance Record; maintain records
• Review absence data daily and resultant action • Ensures implementation of absence standardized guidelines • If Employee states illness/injury occurred at work, get
taken by supervisors; audit compliance management practices & role compliance • Meets regularly, at least information to complete “5 Why” form, then refer to
• Assures that all job descriptions are up -to-date and • Ensures all supervisors receive absence monthly Medical Dept
available for use in managing disabilities management training and on - going education.
• Attendance is mandatory • CONTACT MEDICAL AND PROVIDE INFORMATION
• Communicated written & verbal updates of relevant Establish proper priorities. • Offer alternate work ONLY af ter conferring w/ medical
attendance inf o (meetings, statistics, etc) • Make attendance a part of performance reviews
for supervisors, ops managers
• Correctly code absence in GM -TKS
• Process discipline immediately as necessary
• Request contractual letters from labor as necessary
Attendance at
work benefits Roles & Responsibilities All employees
the Employee are needed at
and Delphi Absence work
Labor/Personnel Employment Coordinator Medical
Disability Manager Employee
• Negotiates improvements • Hire employees with • Checks all absences daily • Process RTW per
• Ensures that appropriate contractual good attendance • Assures correct codes used by established policy and • Checks SMART daily for • Reports to work as scheduled
records protocol disability leave applications
letters are sent out in a timely manne r supervisor • Plans absence in advance
(64C, 64D, 111B, etc) • Code employees in • Prints 3 - day absence report • May function as the • Communicates daily with • If absence necessary, call
• Supports disciplinary actions taken by SAP appropriately as daily and provides to medical Disability Absence Coordinator “800” num ber for plant at least
supervisors per defined process labor/mgmt Manager is some plants related to disability leave 2 hours before start of shift
• (see Disability Manager applications and
• Verify physician notes Process transfers • Alerts Labor if Contra ctual
Role and
and state reason, and
• FMLA Coordination letters needed cer tifications anticipated RTW
• Member of PNAW Board Responsibilities)
per designated • • Communicates with • If absence due to disability,
• Chairs Absence Mmgt Team - meets
guidelines
Communicates daily with
• Complete FFD Exams in Employee to give “I Care”
weekly Disability Manager regarding call NBC “800” number to
timely manner and issue message and assist with
• Confirms Documented Concern list of • Member - Absence applications for Disability
appropriate restrictions
request disability leave papers
Mgmt Team Leave return -to- work planning as soon as absence know.
EEs w/ >20% absence for focused as needed
attention by team • Alerts OPS Mgr if process • Chair Disability Mgmt Team Also call plant “800” number to
issues arise
• Work w/ ADAPT, – meets at least bi -weekly alert supervisor
• Documents p lan of action for those on Ergonomics and supervisor to facilitate employee • Wor k With ADAPT Tram and
documented concern list • Member of PNAW Board to obtain appropriate return -to-work Disability Mgr to facilitate
• Periodically audit Role placement of restricted • Works with Medical Dept to restricted or alternate work if
Measurement & Feedback compliance employee facilitate RTW necessary
• Provides list of all employees • Participates in planning • Member of PNAW Boa rd • If absence is due to disability
• Absence Analysis by type, department, root cause with >20% absence rate s for process and actions defined
• Member - Absence Mgmt leave, or is 5 or more days,
focused attention by Absence for Documented Concern
• Audit of coding practices Mgmt Team Employees Team must RTW through Medical
• Audit of supervisory action taken related to absence prior to start of shift
• Member - Absence Mgmt Team • Member - Absence Mgmt • Responsible to coordinate
• Training compliance efforts of Disability Mgmt • Bring appropriate
• Train Supervisors Team
Team & Absence Mgmt documentation justifying
• Surveys • Provide Absence Toolkit and Team absence to supervisor/medical
• Employee participation keep up -to-date upon RTW
• Standardize work protocol • Function as PNAW Coord.
30. Controllable Absence Management Algorithm
Roles and Responsibilities
Employee
IT:
Absent
IT:
•Develop and maintain Absence Management
•Develop
Database and maintain Absence Management
Database
•Provide Access to database by Supervisors, Labor,
•Provide Access to database by Supervisors,
Medical, Committeeman w/password-protected Labor,
date entry and modificationw/password-protected
Medical, Committeeman
date entry and modification Supervisor:
•Calls EE w/ “I Care” Message SEE
•Codes “U” in TKS Disability
Plant Management: •Asks questions per protocol Did EE request S&A YES Algorithm
Plant Management:
•Champion the process •Documents conversation on (SMART)? Below
•Champion the process
•Support and encourage supervisors, labor Absence Record
•Support and process
•Role Model theencourage supervisors, labor •Refers to medical, labor or
•Role performance and
•MonitorModel the processreport results others as necessary
•Monitor performance and report results
Labor: Supervisor:
Labor:
•Support and assist Supervisors in this process •Contact labor-request
•Support and assist Supervisors process
•Enforce a “No Strings” disciplinaryin this process contractual letter EE RTW? NO
•Enforce a “No letters disciplinary process
•Issue contractualStrings”in a timely manner NO •Complete absence
•Issue contractual letters in a timely manner
documentation on employee
Terminate
YES seniority
Supervisor:
Supervisor:
•Follows Absence Management Process
•Follows Absence Care” message
•Consistently uses “I Management Process
•Consistently uses “I Care” message
•Role Model of expected attendance behavior Supervisor:
•Role Model of expected attendance behavior
•Consistent in actions taken related to absence •Requests physician note
•Consistent in actions taken related to absence
•Maintains Absence Records on all employees Employee EE gone 5 or more days? NO •Sends note to Labor for verification
•Maintains Absence Records on all employees •Completes disciplinary process as
•Completes discipline per process w/ “No Strings RTW
•Completes discipline per process w/ “No Strings
Attached” necessary
Attached”
Employee
Employee
•Calls absence to work as far in advance of shift
YES Labor:
•Calls absence to work as hours before shift
as possible, not later than 2 far in advance of shift •Verifies physician slips
start possible, not later than 2 hours before shift
as •Notifies supervisor of validity of slip
start
•RTW through medical is gone 5 or more days, •Supports supervisor in their
or•RTW through medical is gone 5 or more days,
as required by Labor. Disciplinary decision
or as required by Labor.
•Brings required physician documentation prior to •Enforces a “No Strings Attached”
•Brings required physician documentation prior to
start of shift on date of RTW Must go through medical Policy on attendance discipline
start of shift on date of RTW before coming to job site
31. Disability Management Algorithm
Employee states is Disability Manager:
EMPLOYMENT: requesting Disability Manager:
•Checks SMART daily.
EMPLOYMENT:
•Checks SMART daily. Disability Leave •Checks SMART Disability Database to track activity
•Maintains separatedaily.
•Checks SMART daily.
•Codes new applicants with defined code in SAP •Maintains separate Disability AP, Supervisor)
•Completes 3-point contact (EE, Database to track activity
•Codes new applicants with defined code in in SAP
•Codes certified applicants A04 (or A11 if WC)SAP •Completes 3-point contact (EE, AP, Supervisor)
•Documents all contact info, plan of action, and actions taken
•Codes certified applicants members of Absence
•Communicates daily w/ otherA04 (or A11 if WC) in SAP YES •Documents all contact info, plan of action, based on Team
•Chairs Disability Mgmt Team – modifies plan and actions taken
•Communicates daily w/ other members of Absence
Team to coordinate activities •Chairs Disability Mgmt Team – modifies plan based on Team
Input
Team to coordinate activities Input
YES •Arranges FFD if restrictions obtained for RTW
YES •Arranges RTW restrictions obtained (UAW) for
•CoordinatesFFD if process with ADAPT for RTW Employees
•Coordinates from plant medical
with restrictionsRTW process with ADAPT (UAW) for Employees
Check Disability
Labor: SMART to •All communications carry the medical message
with restrictions from plant “I Care”
Labor:
•Processes contractual letters as requested for •If •All communications carrySupervisor tomessageform
WC alleged claim, alerts the “I Care” do 5-pt
Verity request
•Processes contractual letters within 25 days of
Employees who are not certified as requested for •If WC alleged claim, alerts (SMART & E-mail) and telephonic
•Maintains frequent electronic Supervisor to do 5-pt form
no
initial call to NBC are not certified within 25 days of
Employees who •Maintains frequent electronic (SMART & E-mail) and telephonic
•Communication with the NBC, the Attendance Coordinator, Labor
initial call to NBC
•Processes contractual letter for lapses in certification •Communication coordinate actions taken to manage case
and Employment towith the NBC, the Attendance Coordinator, Labor
•Processes contractual letter for lapses employee’s
•Assists manager in discipline process for in certification •Requests IMO or IMEcoordinate actions taken to manage case
and Employment to as needed for RTW plan
•Assists manager
who abandon claim in discipline process for employee’s •Requests IMO or IME as needed for RTW plan
who abandon claim
Check Disability
If employee absent SMART to Verity
3 days without claim initial certification
Noted in SMART,
Attendance Coordinator: Disability Management Team:
Attendance Coordinator:
•Monitors GM-TKS to verify appropriate coding issue contractual letter
•Consists ofManagement Team: ADAPT Reps (Union and Salaried)
Disability Disability Manager,
•Monitors GM-TKS to verify appropriate coding
•Alerts Labor when Employee has had uncertified •Consists of Disability Manager, ADAPT Reps (Union and Salaried)
UBRs, Employment, Labor, Plant Medical, Attendance Coordinator,
•Alerts Labor when Employee has had letter.
leave for 25 days for possible contractualuncertified Ergo RepEmployment,for job adjustment)
UBRs, (as needed Labor, Plant Medical, Attendance Coordinator,
leave for 25 days for possible contractual letter. •Chaired by Disability Manager adjustment)
Ergo Rep (as needed for job
Check Disability •Chaired by Disability upon size
•Meets regularly (based Manager of plant, # of leaves)
SMART to Verity •Meets regularly (based upon action based of leaves)
•Involves development of plan ofsize of plant, #upon employee’s
no continued certification •Involves development leave, of action based upon employee’s
History, circumstances of of plan need for accommodation
If certification Lapses, History, circumstances of leave, need for accommodation
send contractual
Letter (111B, etc)
Supervisor:
Supervisor:
•Gives “I Care” message whenever talking with employee
•Gives all employees returning from Disability Leave
•Assures “I Care” message whenever talking with employee
•Assures ADAPT to place restricted employees
•Works withall employees returning from Disability Leave Plant Medical:
•Works with ADAPT to place who do not obtain
•Issues discipline to employees restricted employees Employee RTW •Assists Medical: walk-throughs to identify acceptable jobs for
Plant with job
•Issues discipline to
certification of leave employees who do not obtain •Assists employees
restricted with job walk-throughs to identify acceptable jobs for
certification of leave restricted employees
•Maintains Health Record for cases that are work-related
•Maintains Health Record for cases that are work-related
•Completes RTW exam on all employees returning from disability
no Leave certified? •Completes RTW exam on all employees returning from disability
leave.
YES Must go through leave.
•Notifies Labor & Supervisor if returning employee does not have
medical •Notifies Labor & Supervisor if returning employee does not have
certification of leave and/or appropriated documentation verifying
before coming certification of leave and/or appropriated documentation verifying
Illness
Plant Manager/Ops Managers
Illness
•Schedules FFD exams w/ Plant Physician for EEs returning with
•Supports all parties inManagers
Plant Manager/Ops the process to job site
•Supports all parties in dealing with •Schedules FFD exams w/ Plant Physician for EEs returning with
restrictions from their Attending Physician
•Role Models behavior in the process disability
•Role Models behavior in NJAWR process restrictions from their Attending Physician
•Refers EEs with restrictions from Plant Medical to ADAPT
•Oversees ADAPT process, dealing with disability
•Oversees ADAPT process, NJAWR process •Refers EEs functions as) the Disability Manager ADAPT
•Works with (orwith restrictions from Plant Medical toin managing
•Works with (or functions as) the
cases, FFD exams, planning, etc. Disability Manager in managing
Employee cases, FFD exams, planning, etc.
•Member of Disability Task Team
Employee
•Calls NBC “800” number as soon as leave needed and •Member of Disability Task Team
•Calls NBC “800” number
requests Disability papers as soon as leave needed and
requests Disability papers
•Communicates with supervisor ongoing; plans RTW
•Communicates with supervisor ongoing; plans Medical
•Cooperates with ADAPT, Disability Manager and RTW
In•Cooperates with ADAPT, Disability Manager and Medical
the RTW process and job placement
•Actively RTW process and job to return to health and
In the works with caregivers placement
•Actively works with caregivers to return to health and
return to work
return to work