lean kaizen metrics team jimdahlgard
DESCRIPTION
MetricsLean KaizenTRANSCRIPT
LBNL Facilities DivisionLean Kaizen Report Out
Metrics TeamTeam Leader:
Oscar Aguayo (HR)Scribes:
John Kpaka (FA Ops)Heather Pinto (FA Resources)
Team Members:Jim Dahlgard (FA Resources)Chris Peach (IT)
April 23, 2010
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Background
• Lean Training• Kaizen teams formed• Metrics Kaizen Team charged with creating Facilities Division
metrics• One year process – not easy & needs time
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Problem Description• Facilities Division does not have clear or consistent
performance metrics• If you can’t measure, you can’t manage
Objectives/Goals• Analyze Facilities Department Metrics• Propose final Facilities Division Metrics• Standardize, Implement, and Sustain Facilities Division
Metrics
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Analysis/Current Conditions
• Preliminary Scorecard developed for use by all Departments– Scorecard geared for measurements at Department level
or lower – Need for Dashboard that is more customer focused
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
How far would you drive without your gauges?
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Proposed MetricsLead Time
On Time
Customer Survey
UpTime
TurnoverTotal
Recordable Case Rate
InventoryLabor Cost per Work
Order
Customer
Customer
Quality
Quality
Resources
Resources
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Turnover
0%
3%
6%
9%
12%
15%
2008 2009 Jan-10 Feb-10 Mar-10 Apr-10
Resources – Turnover
• Division wide• All terminations (voluntary and
involuntary), etc.
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Total Recordable Case Rate
0
1
2
3
4
5
6
FY08 FY09 FY10
Resources – Total Recordable Case Rate
• Division wide• Frequency of injury per 100
employees• Drill down by
– Severity Indicator (e.g. avg. $400k/yr on injuries)
– Days Away & Restricted Time
Benchmark
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Resources – Inventory Turns
• Stores inventory only• Turn ratio
= Annualized issues Inventory value
Inventory Turns
0.000
0.200
0.400
0.600
0.800
1.000
1.200
1.400
FY09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Resources – InventoryDrill Down by Inventory Value
Inventory Value
$335,000.00
$340,000.00
$345,000.00
$350,000.00
$355,000.00
$360,000.00
$365,000.00
FY09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10
• Cash tied up in Stores inventory
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Labor Cost per Work Order
$0
$50
$100
$150
$200
$250
FY08 FY09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10
Resources – Labor Costs per Work Order
• Operations only• Closed projects• Average cost of labor
(including overtime)per work order:
= Labor cost CM+PM Total count of CM+PM
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Quality – Customer Survey
• Covers all work orders that produce a customer satisfaction survey
• Average for all ratingsAverage Survey Score
012
34567
89
10
FY08 FY09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Up Time
0%10%20%30%40%50%60%70%80%90%
100%
2008 2009 Jan-10 Feb-10 Mar-10
Quality – Up Time
• Measures up time for all building systems, including mission critical, building critical, and customer impact (e.g. water, elevators)
• Not currently being tracked
Sample
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Customer – Lead Time
Average Lead Time
0102030405060708090
FY09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10
Days
• CM’s only• Time from customer request to
work complete
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Customer – Lead TimeDrill Down by Supervisor
• Closer look for root cause analysis
Average Lead Time by Supervisor
0
20
40
60
80
100
120
140
FY09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10
Day
s
Begley Doty Dupont Murphy
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
On-Time Performance
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2008 2009 Jan-10 Feb-10 Mar-10
Customer – On-Time
• Covers all work orders• % actual work complete on or
before estimated completion date
– Based on estimated dates in Maximo OR
– Based on SLA agreement (e.g. Transportation 4 days)
• Much of this is not currently tracked
• Need scheduling system for this
Sample
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Metrics and Performance Management
MetricsAnnual
PerformanceAppraisal
MonitorPerformance
RegularFeedbackMeetings
PerformanceAgreement
Meeting
LBNL Facilities Lean Kaizen Event | April 2010Managed by the University of California for the the U.S. Department of Energy
Path Forward
Action DateWork with all Facilities Departments to refine their hierarchy of metrics
October 2010
Establish processes for automating data gathering and chart creation
April 2011
Integrate metrics with annual employee performance management process
April 2011