Vv fishbone analysis_charts_final

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

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

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

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

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

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

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

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

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

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

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

Driver Training*

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

Yard Management*

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

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

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

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

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

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

Vv fishbone analysis_charts_final

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