APTA Human Resources Committee 2014 Webinar Series ... · Engaging Your Frontline Workforce to Streamline Work Processes ... •Shingo Institute/ Shingo Model Handbook –Operational

APTA Human Resources Committee

2014 Webinar Series

Engaging Your Frontline Workforce to

Streamline Work ProcessesWednesday, December 17, 2014

2:00 – 3:30 p.m. Eastern Time

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Ms. Kimberly Ulibarri

Manager, Labor Relations & Performance Improvement

Utah Transit Authority

2

Session Moderator

2014 Webinar Series

• TCRP Report 162: Building a Sustainable

Workforce in the Public Transportation Industry -

A Systems Approach – Completed

• Developing Mentorship Programs: Successful

models and pilots – March 19 - Completed

• FMLA- Understanding the Law; Light Duty

Assignments & Worker Compensation – April 16

– Completed

• Implementing New National Training Frameworks for Frontline Technicians– May 21 - Completed

3

2014 Webinar Series

• Developing Internship Programs: Successful

Models and Pilots – August 20 - Completed

• Safety Practices for Transit Agency Employees –

October 1 - Completed

• Developing Front-Line Workers - The Industry’s

Backbone – November 19 - Completed

• Engaging Your Frontline Workforce to Streamline

Work Processes – December 17

4


Streamline Work Processes

• Gain insights about Lean Methodology based on

Toyota’s Production System

• Hear from King County Metro’s leaders as they

engage managers and frontline maintenance staff

to implement the Lean methodology

• Learn from Utah Transit Authority industry

experts on how they used the Lean methodology

to improve work processes in their operations

department and engage employees at other

levels

5

Mr. Kevin Desmond

General Manager

King County Metro

Transit Division

Seattle, WA

6

Session Presenters

Mr. Randy Winders

Vehicle Maintenance

Manager

King County Metro

Transit Division

Seattle, WA

7

Industry Discussants

Alisha Garrett

Business Quality Analyst


Salt Lake City, UT

Jerry Benson

Chief Operating Officer


Salt Lake City, UT

What to Expect …

• Presentations

– King County Metro - Lean programs engaging

mechanics and other staff

– King County “Lean Team” Q & A

– Utah Transit Authority – Lean programs engaging

operators and other staff

• Industry Discussions -- programs, lessons

learned

• Audience Q&A and discussions with presenters

and discussants

• Wrap up

8

9

Asking audience questions

To submit a question or comment to the

moderator during the session or during the

Q&A, please type it into the Chat box on your

screen and then click on the send arrow

located at the bottom of the box.

Mr. Kevin Desmond

General Manager

King County Metro

Transit Division

Seattle, WA

10

Session Presenters

Mr. Randy Winders

Vehicle Maintenance

Manager

King County Metro

Transit Division

Seattle, WA

APTA Webinar

December 2014

Transforming Vehicle Maintenance

King County Metro Transit

APTA Webinar December 17, 2014

Lean is a systematic,

customer-focused approach to

eliminating waste through

continuous improvement.

What is Lean?

Core Lean Principles

Respect for people

• Connect staff to key organizational goals

• Develop a staff of problem solvers

• Promote a safe culture

Continuous improvement• Eliminate 7 Wastes

• Plan-Do-Check-Act

• Everybody, everywhere, all the time

RESULTS:Value for the Customer

Becoming Lean

Voice of Management

Manage by results

Hide problems

Jump to solutions, treat the

symptoms

Decision based on assumption

Leader as commander

Traditional

organization

Optimize subsystems

Voice of Customer

Manage the process, results will

follow

Make problems visible

Slow down thinking, analyze root

causes

Decision based on data & facts

Leader as learner and teacher

Lean organization

Optimize the whole system


Lean at King County Metro

Why is Metro doing Lean?

Our broad approach—develop

leaders at all levels

Lean in Vehicle Maintenance


Reduce inventory and annual

costs by 30%

8-year timeline

8 improvements underway



Remove & prevent unused parts from accumulating

Centralize parts & improve base delivery

Increase mechanic “up time” at coach

Decrease lead-time from CSC

Reduce vendor variety; utilize consignment

Better use of automation

Increase preventative maintenance

Reduce fleet movement & variety

Closing the Gap


$1 million in parts

reduced to date

Estimating 2%

savings in annual

inventory usage

starting in 2015



Inform & connect

Develop a staff of problem-solvers

Promote physical and psychological

safety in the workplace

Remove barriers

Treat staff as subject matter experts

Be transparent

Leaders model the way

Respect for People


Respect for People


Get agreement on the customer

Get customer requirements

Align your activities around customer requirements

Eliminate waste

Plan-Do-Check-Adjust

Go see! Use data and observable facts; listen, learn, connect.

Everybody, everywhere, all the time

Leaders model the way

Continuous Improvement


Training program (classroom, application, & coaching) for frontline supervisors

12 of 29 Chiefs have completed the program

12 processes were selected for stabilization and improvement

Leadership Development


Communicate early to staff about what Lean is and isn’t. A strong, inspiring message is critical.

Recognize the history of continuous improvements already made.

Think hard regarding how to engage middle management.

Lessons Learned


More staff development and improvement work in VM

Expanding to other sections

Establish Continuous Improvement Unit in the General Manager’s Office

Learning from others

Next Steps


25

Presentation Commentaries

Mr. Kevin Desmond Mr. Randy Winders

26

Asking audience questions

To submit a question or comment to the

moderator during the session or during the

Q&A, please type it into the Chat box on your

screen and then click on the send arrow

located at the bottom of the box.

Q&A - King County Metro Lean Team

27

Mr. Kevin Desmond Mr. Randy Winders

Mr. Chris ParrottMr. John Wishart Mr. Rocky Brannan

Ms. Lauri Owen

Mr. Paul Bozoti




28

Session Moderator

29

Industry Discussants

Alisha Garrett

Business Quality Analyst


Salt Lake City, UT

Jerry Benson

Chief Operating Officer


Salt Lake City, UT

ISO 9001: controlled

process, quality goals, customer feedback, non-conformance

Lean: 8 wastes, 5s, visual

workplace, kaizen events,

gemba

Shingo Model: results,

enterprise alignment,

process improvement,

cultural enablers

The UTA Way:

7 Questions

Standardize, control, measure

Process improvement

Culture and alignment

Way of being

2004 2011 2013 2014

The UTA Way - 7 Questions• Am I treating others with respect and

consideration?

• Am I helping others achieve their objectives?

• Am I following established best practices?

• Am I proactively solving problems at the source?

• Am I continuously improving my process –making it better, faster, safer, easier?

• Is my activity creating value for the customer, community and employees?

• Do I track my results and verify success?

Implementation

First Try (2011- Mid 2012)

How can we improve the process?

How can we be more effective?

Second Try (Mid 2012- Now)

What frustrates you about your job?

What gets in the way of youdoing your work?

The Difference: Leading by Employees vs. Leading by Management

Process

Ask• Ask what they are experiencing… a frustration, problem, concern with their work.

Brainstorm• As what they propose as a solution.

Engage

• Concern is assigned an owner and that person works with the individual who submitted the concern to gather information, and evaluate the problem and potential solutions.

Feedback

• Using the information and research make data based decisions on what can be done and then implement, test/experiment with the solutions. Provide follow-up on what can and can’t be done and WHY.

Operations/Planning Example

• Service Concern Form

– Asked for Operator input: concerns, problems andproposed solutions

– Initially averaged 48 comments per month

– NOW 115 comments per month

• Restroom Example

• West Valley Hub Example

Resources

• Shingo Institute/ Shingo Model Handbook– Operational Excellence

– http://www.shingo.org/model/#public

• Arbinger Institute– Collaboration/Outward Mindset

– http://arbinger.com/

• Lean Enterprise Institute– Lean Principles & Tools

– http://www.lean.org/

http://www.shingo.org/model/

http://arbinger.com/

http://www.lean.org/


36

Presentation Commentaries

Mr. Jerry Benson Ms. Alisha Garrett

37

Industry Conversation

Kimberly Uilbarri Kevin Desmond Randy Winders

Jerry Benson Alisha Garrett




38

Session Moderator


2015 Webinar Series

Schedule to be announced

soon after the New Year!

Stay tuned!


2014 Webinar Series


Streamline work ProcessesWednesday, December 17, 2014

2:00 – 3:30 p.m. Eastern Time

Today’s webinar will be posted to

the APTA web page soon after the New Year

APTA Human Resources Committee 2014 Webinar Series ... · Engaging Your Frontline Workforce to Streamline Work Processes ... •Shingo Institute/ Shingo Model Handbook –Operational

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