Categorizers CAT Team WorkshopLunch

1
Categorizers (CAT) Team Workshop/Lunch 2005-02
2
OUR AGENDA!

• Workshop Goals
• Who said that?
• ORPS Trending
• CAT Form Entries
• Programmatic Bins
• Cat Chat
• Customer Service
• Meeting Evaluation and Wrap-up
•       

3
CAT Team Workshop

• Workshop Goals
• To EVALUATE and CONTINUOSLY IMPROVE the BNL
  Occurrence Reporting Program.
• To MAINTAIN a baseline categorization process
  such that reportability decisions are both VALID
  and CONSISTENT.

CAT
4
Who Said That?

• Whilst attempting to explain a discovery he
  was asked, 'But, after all, what use is it?'
• ____________replied, 'Why sir, there is the
  probability that you will soon be able to tax
  it.'

5
BNL ORPS Report StatusFY 2005 (End of Month)

6
ORPS Corrective Action StatusFY 2005 (End of
Month)
7
Past Due ORPS Actions(ORPS - Transportation of
Solidified Liquid Low-Level Waste)

• Revise the "Evaluation of Seller QA Programs"
  subject area to provide more definitive criteria
  concerning the need to evaluate suppliers of A1
  and A2 OFF- THE-SHELF items.
• We are in the final stages of testing the
  web-based system (SES) that is linked to the
  subject area. Upon completion of satisfactory
  testing, the subject area will be issued.
• Work on subject area is ongoing.
•  

8
ORPS Reports and ActionsJune 30, 2005
ALD
9
BNL ORPS by Calendar Year Report Submitted
As of 07/08
10
CAT Electronic Entries

• 04/01 SC, Debris was found along North Street
  near the east gate
• 04/01 SC, Unexpected Discovery of Hazardous
  Energy Source (SC3)
• 04/06 SC, 1-5 gallons of hydraulic on pavement
  at Bldg 515
• 04/06 SC, Halon System Configuration Control
  issue at Bldg 515
• 04/19 MB, Worker breaks finger while climbing
  ladder _at_ AGS
• 04/20 MB, Haz concerns associated with
  energized mag _at_ NSLS
• 04/21 MB, Post-doc faints when taking blood
  samples _at_ 490
• 04/21 MB, Worker injures back while moving drum
  _at_ WMD
• 04/24 MB, Water main break near Bldg 488
• 04/25 RK, Smoke alarm from overheated plastic
  tubing _at_ Bldg 832
• 04/26 RK, Minor injury when working on
  excavator
• 05/04 KK, Sparking From ATR Main Magnet Cooling
  Water Pump
• 05/11 SM, Tritium Release from Bldg 463
• 05/11 KK, R.A. Cuts Hand/Requires Stitches _at_
  Bldg 555
•  

11
CAT Electronic Entries

• 05/16 KK, Hyd oil leak of 1-5 gallons _at_ Bldg
  555 703
• 05/16 AL, ESD truck backs into parked car _at_
  Bldg 801
• 05/18 AL, 1/2 gal diesel oil spill from EG
  near Bldg 610
• 05/25 AL, Electric heater in firehouse caught
  fire
• 05/26 KS, Strike of Pre-identified LV Comm
  Cable _at_ Bldg 811
• 05/26 KS, Technician Cuts Thumb During Cable
  Repair _at_ Bldg 811
• 06/07 SC/ES, Personnel Exposure to Excessive
  Noise (SC-3)
• 06/07 SC, Fire in GEM Vehicle Storage Comp
  Outside of Building 599
• 06/07 PB, Researcher transport Rad experiment
  in private vehicle
• 06/07 PB, Radioactive contamination found on
  clothing
• 06/10 SC, Small quantities of Rad Mat detected
  by BNL Vehicle R.M.
• 06/14 MB, lt 1 Gal "Vegetable Based" Hyd Fluid
  Spill at Bldg 209
• 06/15 MB, 1 Gallon Diesel Fuel Spill near
  Bldg 120
• 06/17 MB, Adult male transported to hospital
  due to illness

12
CAT Electronic Entries

• 06/21 ES, White Powder Substance Found Behind
  Bldg 657
• 06/24 RK, lt1 gallon Hyd Fluid Spill by Bldg 912
  ashphalt
• 06/28 SC, 15/140 Tone Alert Radios (Plectron
  Replacements) inoperable
• 06/28 SC, Syringes (w/needles) found in Trash
  Receptacles _at_ Bldg 725A
• 06/30 SC, 2 inches (150 -200 gallons) of water
  floods BMRR
•  
•  
•  

13
ORPS Reportable and Nonreportable Cat Entries
50
45
46
40
37
35
32
30
31
Nonreportable
Number of Events
Reportable
25
Nonreportable Average
25
24
Reportable Average
20
20
20
15
10
5
9
9
10
9
12
12
9
2
0
03-4
04-1
04-2
04-3
04-4
05-01
05-02
05-03
Fiscal Year Quarter
14
Programmatic Bins

• Personnel Contamination
• Medical Department
• NSLS
• Physics
• CA-D
• BGRR Project
• Utilities Struck
• Railroad Tracks
• Material Transportation
• Electrical Shock Hazards
• Material Handling Issues
• Waste Management
• Chemistry
• Environmental Restoration (new bin)

15
Programmatic Review

• Personnel Contamination 2004
• 04/14 5,000 dpm on top of workers shoe at BGRR
  (RAR)
• 05/21 lt50,000 dpm cont on experimenters at AGS
• 08/31 200 dpm/100cm2 on experimenter at PET
• Personnel Contamination 2005
• 02/02 Personnel Contamination at Cyclotron
• 02/08 Radioisotope Production Lab Contamination
  Identified _at_ 901
• 03/30 14,000 dpm of beta/gamma on sneaker at
  PET

16
Programmatic Review

• Medical department, 2004
• 01/27 MEL hot cell filters not replaced at age
  of 66 months
• 02/03 Water leak floods 490 with 150 gallons
• 02/03 Slip and fall on slick floor
• 03/10 Failed HEPA filter efficiency test at
  B-801
• 03/12 20ml leak from D-waste storage tank in
  B-801
• 04/08 Chill water spill at 801 during seasonal
  flushing
• 04/28 BLIP target shaft leaks water to
  secondary containment
• 05/09 New target window at BLIP leaking
• 05/25 Herpes-B Virus Precautions in Animal
  Facility (SC3)
• 07/30 Minor leak from D waste valve in B-801
• 08/10 Minor I-135 spill in B-490 (RAR)
• 08/16 Carpenter drills into water line in B-490
• 10/29 RWP and Trans Safety Violations in B-490
  (SC3)

17
Programmatic Review

• Medical department, 2005
• 01/17 Steam Leak in Basement of Building 490
• 01/26 Meth Chloride Spill and Overexposure _at_
  490 (SC3)
• 04/21 Post-doc faints when taking blood samples
  _at_ 490
• 06/07 Researcher transport Rad experiment in
  private vehicle

18
Programmatic Review

• NSLS, 2004
• 01/16 Pre-action SS spurious trip
• 02/07 Unapproved work in laser hutch (Bldg.
  729)
• 04/18 Unauthorized SDL operation
• 05/13 Window pane falls from second floor
• 06/03 Improper cable connection on exp floor
• 07/12 Worker feels mild electrical tingling in
  his finger
• 07/22 Hydrofluoric Acid Contamination of
  Technician
• 08/07 Trace amts. of H-sulfide leaked from gas
  cylinder
• 08/10 Worker experiences electric shock (SC3)
• 09/22 Voltage leakage through hook on crane at
  NSLS

19
Programmatic Review

• NSLS, 2005
• 03/03 Suspect Bolts Found in Crane During
  Inspection _at_ NSLS (SC4)
• 04/20 Haz concerns associated with energized
  magnet
• 06/28 SC, Syringes (w/needles) found in
  Research Laboratory
• Trash Receptacles _at_ Bldg 725A

20
Programmatic Review

• Physics, 2004
• 07/01 Laser interlock check overdue by 3 weeks
  _at_ ATF
• 10/21 Trimmed tree branch breaks window at
  physics
• Physics, 2005
• 04/25 Smoke alarm from overheated plastic
  tubing _at_ Bldg 832

21
Programmatic Review

• CA-D, 2004
• 01/13 - Worker breaks ankle while preparing for
  cable pull (SC3)
• 03/22 - Welders helper receives minor eye
  irritation
• 05/17 - Damaged detector at STAR after 10 foot
  drop
• 05/21 - lt50,000 dpm cont on experimenters at AGS
• 07/14 - Fire in a RHIC RF cavity power supply in
  Bldg 1004A
• 08/11 - Heating element inside cold box causes
  burn to hand (SC 3)
• 10/15 - Potential fire hazard in AGS cable tray
  (SC4)
• 10/15 - Low voltage leakage through hook on crane
  at bldg 930
• 11/08 - Fire Inside Power Supply Cabinet (SC4)
• 12/02 - Unauthorized access into the STAR hall

22
Programmatic Review

• CA-D, 2005
• 01/07 Employee falls while walking (Reason
  Unknown, SC3)
• 02/09 Slip and Fall Results in Hairline
  Fracture of Kneecap (SC3)
• 03/14 Cooling Water Leak at LINAC due to stuck
  open relief valve
• 02/22 High pH detected at recharge basin HTW,
  Bldg 930
• 04/19 Worker breaks finger while climbing
  ladder _at_ AGS
• 05/04 Sparking From ATR Main Magnet Cooling
  Water Pump

23
Programmatic Review

• BGRR Project, 2004
• 04/14 - 5,000 dpm on top of workers shoe (RAR)
• 05/03 - Leakage of cont water from Sea-Land
  Container (SC4)
• 05/11 - Filter cart sep from resp during work in
  rad/cont area (SC3)
• 09/03 - DSB work performed outside of procedure
  (SC4)
• 10/05 - Injury due to steel plate falling at bldg
  701 (SC3)
• BGRR Project, 2005

24
Programmatic Review

• Utilities struck, 2004
• 04/19 Electrical utility conduit strike (SC3)
• 07/07 Domestic water main strike
• 09/07 Comm. cable severed during excavation
  work
• 12/09 Unexpected discovery of 2.4K deenergized
  cables during excavation
• Utilities struck, 2005

25
Programmatic Review

• Railroad Tracks, 2004
• 09/03 - Empty railroad car derailed at BNL track
  switch
• 09/04 - Off-site train car derailment (SC4)
• 09/14 - Inadequate rail safety procedures (SC4)
• Railroad Tracks, 2005
• 01/05 - Empty Railroad Car Derailed

26
Programmatic Review

• Material Transportation, 2004
• - 06/25 - B-52 waste cont support chnl rain
  water accumulation (SC4)
• - 07/26 - Transportation of Solidified Liquid
  Low-Level Waste (SC1)
• Note suspected radioactive contamination
  occurs involving shipment of radioactive
  materials SC1
• Material Transportation, 2005
• 03/17 Excessive Drainage from BNL Rail Cars
  arriving at Envirocare (SC3)

27
Programmatic Review

• Electrical Shock Hazards, 2004
• 07/12 - Worker feels mild electrical tingling in
  his finger _at_ NSLS
• 08/10 - Worker experiences electric shock _at_ NSLS
  (SC3)
• Electrical Shock Hazards, 2005
• 04/01 - Unexpected Discovery of Hazardous Energy
  Source _at_ Magnet Division (SC3)

28
Programmatic Review

• Material Handling Issues, 2004
• 03/05, Load Falls off Flatbed Truck, (SC3)
• 03/24, Recurring Material Handling Problems,
  (SCR)
• 05/17, Damaged detector at STAR after 10 foot
  drop
• 06/11, 500 steel block falls (3 4 feet) from
  forklift
• 10/05, Injury due to steel plate falling at bldg
  701 (SC3)
• Material Handling Issues, 2005

29
Programmatic Review

• Waste Management, 2005
• 01/07 WMD Worker Enters Controlled Area with
  Expired Training
• 06/30 2 inches (150 -200 gallons) of water
  flooded the equipment level at the BMRR
• 04/21 Worker injures back while moving drum

30
Programmatic Review

• Chemistry, 2005
• 02/02 Personnel Contamination at Cyclotron
• 02/08 Radioisotope Production Lab Cont
  Identified _at_ 901
• 03/30 14,000 dpm of beta/gamma on sneaker at
  PET
• 05/11 R.A. Cuts Hand/Requires Stitches _at_ Bldg
  555

31
Programmatic Review

• Environmental Restoration, 2005
• 05/26 Technician Cuts Thumb During Cable Repair
  _at_ Bldg 811
• 06/07 Personnel Exposure to Excessive Noise
  (SC-3)
• 06/21 White Powder Substance Found Behind Bldg
  657

32
Delightfully Exceptional Customer Service(A
Training Session Re-cap My View!)
33
Outline

• First Impression
• Channels of Communication
• Service Quality
• The List of 20

34
The Moment of Truth

• How long does it take to make a first impression?
• In those first 7s, how many impressions do you
  make?
• Appearance
• Smile
• Body Language
• Eye Contact
• Vocal Quality
• Attitude
• Do SOMETHING that makes you DIFFERENT and
  UNIQUE.

35
EYE CONTACT

• Establish a relationship
• Im speaking to what I see in your eyes.
• Windows of the soul
• Eye contact is a matter of punctuation. Its the
  registration of an idea, a phrase, a single word,
  during a continuous linking of the eyes.

36
The Three Channels of Communication

• Verbal (7) - The actual words
• Vocal (38) - How you say the words (tone/pacing)
• Visual (55) - How you look when you say the
  words (attitude)
• Deepest needs of all people, to be
• Validated
• Understood
• Appreciated
• In short, we all want to be loved!

37
Nonverbal Communication

• Smile
• Open Body Posture
• Lean Forward
• Eye Contact
• Relax

38
Customer Service

• Folks want service Quality and Level of
  Service
• Meeting needs in regard to what you are
  delivering
• 5 Factors of Service Quality (RATER)
• Reliable
• Assurance - TRUST Confidence Competence
• Tangibles - Whats in it for me?
• Empathetic - Meet the NEEDS of the INDIVIDUAL
• Responsive - Timeliness
• UNDER promise and OVER deliver
• HOW does the server respond when something goes
  wrong?

39
Win Over Nasty/Angry Customers with ASAP

• Apologize Fix the person, then the problem
• Sympathize
• Accept Responsibility
• Prepare to Help
• Building Customer Rapport
• Greet
• Ask
• Acknowledge EMOTIONS

40
A Law To Live By!

• In order to understand what another person is
  saying, you must assume that is is true and try
  to imagine what it might be true of.
• Psychologist George Miller
• That is The proper response when someone says,
  "My toaster is talking to me!" is "What is your
  toaster saying?", followed by very careful and
  attentive listening.

41
Final Thoughts

• Dont Forget To Strive To Achieve FABLED Service!
• FABLED Service gets talked about
• Create a List of 20
• If you cant do your job really well somebody
  else will.
• Tom Peters

42
CAT Team Workshop

• CAT Team Action Item Review
• Meeting Evaluation and Wrap-Up