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
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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
Engaging Your Frontline Workforce to
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
Utah Transit Authority
Salt Lake City, UT
Jerry Benson
Chief Operating Officer
Utah Transit Authority
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 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
APTA Webinar December 17, 2014
Lean at King County Metro
Why is Metro doing Lean?
Our broad approach—develop
leaders at all levels
Lean in Vehicle Maintenance
APTA Webinar December 17, 2014
Reduce inventory and annual
costs by 30%
8-year timeline
8 improvements underway
Lean in Vehicle Maintenance
APTA Webinar December 17, 2014
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
APTA Webinar December 17, 2014
$1 million in parts
reduced to date
Estimating 2%
savings in annual
inventory usage
starting in 2015
Lean in Vehicle Maintenance
APTA Webinar December 17, 2014
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
APTA Webinar December 17, 2014
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
APTA Webinar December 17, 2014
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
APTA Webinar December 17, 2014
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
APTA Webinar December 17, 2014
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
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
Ms. Kimberly Ulibarri
Manager, Labor Relations & Performance Improvement
Utah Transit Authority
28
Session Moderator
29
Industry Discussants
Alisha Garrett
Business Quality Analyst
Utah Transit Authority
Salt Lake City, UT
Jerry Benson
Chief Operating Officer
Utah Transit Authority
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/
Ms. Kimberly Ulibarri
Manager, Labor Relations & Performance Improvement
Utah Transit Authority
38
Session Moderator
APTA Human Resources Committee
2015 Webinar Series
Schedule to be announced
soon after the New Year!
Stay tuned!