Support Perform Custodial Priority Processes Ownerfacilities.brevard.k12.fl.us/Baldrige/...Apr 28, 2009 · Key Work Process (4): Process Owner: Work System Owner Ed Curry Work System

Key WorkProcess (4): Process Owner:

Work System OwnerEd Curry

Work System Enabling LeaderDane Theodore, Director

Priority Processes Owner Jim Powers, Director

April 28, 2009

Revision 2

Perform CustodialSupport

Process Improvements

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Work System OwnerEd Curry

Work System Enabling LeaderDane Theodore, Director

Priority Processes Owner Jim Powers, Director

April 28, 2009

Revision 2

Perform CustodialSupport

Process Improvements

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REVISION LOG

SECTION NUMBER REVISION DATE REVISION DESCRIPTION

10 2/4/09 Update Macro PCS

6 4/28/09 Update DMAIC Storyboard Lite

17 4/28/09 EZ DMAIC 20 Checkpoint Review


J. PowersPERFORM

CUSTODIAL SUPPORT

Table of Contents1. Cover Sheet2. Table of Contents3. Internal and External Customers4. Macro Flow Chart5. Key Work Process 4 Flow Chart6. DMAIC Lite Storyboard - Check Points 1-187. Priority Process Selection Matrix Form8. Key-In-Process Measures Determination System Form9. BPS Process Management System10. Macro Process Control System Form11. Key Work Process 4 Process Control Form12. Countermeasure Matrix13. Countermeasure Action Plan Matrix14. Root Cause Action Plan15. Document Tree16. Key Work Process Indicator Data17. EZ DMAIC 20 Checkpoint Review


J. PowersPERFORM

CUSTODIAL SUPPORT

ESCC INTERNAL CUSTOMERSSchool Board

SuperintendentArea SuperintendentsDistrict AdministrationSchool Administration

ECSS EXTERNAL CUSTOMERSState of Florida

State Fire MarshallFlorida Department of Education

Local Government Fire DepartmentsParents / Guardians

Students


J. PowersPERFORM

CUSTODIAL SUPPORT

MANAGE ENVIRONMENTAL &CODE COMPLIANCE

Deliverables: D1 - School Inspection Findings Report D2 - Annual Comprehensive Fire, Safety, Casualty, & Sanitation Report D3 - Annual Custodial Assessment Report D4 - Annual Building & Code Compliance Activity Report

?

?

Regulatory Compliance

Activity?

Facilities in Compliance?

YES

YES

NO

NO

INSPECT FACILITIES &INFRASTRUCTURE

ISSUE INSPECTIONREPORTS

MONITOR &COMMUNICATE

REGULATORY / CODE NON-COMPLIANCE

MONITOR &COMMUNICATE

REGULATORY / CODE COMPLIANCE

PERFORMCUSTODIALSUPPORT

NEED ISMET

P2 # OF COMPREHENSIVE FIRE SAFETY CASUALTY SANITATION INSPECTIONS PERFORMED

P3 SERVICE RESPONSE TIME TO COMPLETE BUILDING FIELDINSPECTIONS.

P4 - TIME TO ISSUED TEMP CO(OEF 110B)

P5 - TIME TO COMPLETE FINALINSPECTIONS.

P6 - TIME TO ISSUE CERTIFICATE OFFINAL INSPECTION (OEF 209)

P7 - # ENVIRONMENTAL INSPECTIONS PERFORMED

P24 - PLAN REVIEW CYCLETIME OF 30D / 7D

P8 # OF CUSTODIANS TRAINED

P9 # OF FACILITY CUSTODIAL ANNUAL &BI-ANNUAL ASSESSMENTS CONDUCTED

P10 # OF CLEAN CAMPUS REPORTSRECEIVED

P11 CLEAN CAMPUS REPORT RECEIVED,REVIEWED, AND ACTIONS TAKEN WITHIN 10 D FROM CLOSE OF PREVIOUS REPORTINGMONTH

P12 # Of Unplanned IncidentsResponses

P13 Unplanned Incident Response Time

P14 # Of Training Classes Conducted

P15 # Unplanned Life Safety Evaluations Requested

PREPARE ENV/ SAFETY& CODE COMPLIANCE

DOCUMENTS

P1 - # POLICIES, PROCEDURES, PLANS, TRAINING

COURSES, CHECKLISTS, MANUALS, SURVEYS,

HANDBOOKS AND PAMPHLETS DEVELOPED,

REVIEWED & UPDATED

KWP1

KWP2

KWP3

KWP5

KWP4P16 # Meetings Held

P17 #work Orders Issued

P18 # Reinspections Completed

P19 Capital Deficiency Report Schedule Milestones

P20 Comprehensive Environmental, SafetyCasulty And Code Compliance Report Report Schedule Milestones

WHO

STEP

MacroProcess: Process Owner:

BPS SCHOOLBOARD

BPS PO&M OTHER

BPSENVIRONMENTAL &CODE COMPLIANCE

QUESTION

PREPAREUPDATE

QUESTION

ISSUE

NEED

MONITOR

INSPECT

PERFORM

MANAGED

MONITOR

MANAGE ENVIRONMENTAL,SAFETY & CODE

COMPLIANCE

FACILITIES SERVICES: ROBERT J. WIEBEL / JIM POWERS 1/20/09

Q1 - ALL SCHOOLS CUSTODIAL ASSESSMENT RATING OF 90%

Q2 - 75% SCHOOL CUSTODIANS CERTIFIED LEVEL 1 & 50% SCHOOL CUSTODIANS CERTIFIED LEVEL 2

Q3 - REGULATORY AND CODE COMPLIANCE INSPECTION MILESTONES

Q4 - REGULATORY AND CODE COMPLIANCE ANNUAL REPORTS MILESTONES

J. POWERS

P21 # OF IPM INSPECTIONS PERFORMED

P22 # OF CCSS SUPPORTS CONDUCTED

P23 # OF CUSTODIAL WORK ORDERS CLOSED

NEED

?

?

?

?

?

?

NEED ISMET

DELIVERABLES:

D1. Inspection Reports

D2. Data Base Updates

THE NEED IS TO PROVIDE CUSTODIAL SUPPORT TO ALL DISTRICT SITE BASED CUSTODIAL TEAMS AND ADMINISTRATIVE AND TEACHING STAFF.

ARE THERE ANYOPEN WORK ORDERS?

YES

NO

PERFORM CERTIFICATION

TRAINING

PERFORM CUSTODIALINSPECTION

PRIORITIZEWORK ORDERS

IS THE WORK ORDER FORCUSTODIAL INSPECTIONS?

YES

YES

NO

NO

IS THE WORK ORDERINTERGRATED PESTMANAGEMENT INSPECTIONS?

PERFORM IPMINSPECTION

PERFORM CCSSSUPPORT

PERFORM CUSTODIALTRAINING

KWP4.1

KWP4.2

KWP4.3

KWP4.4

KWP4.6

KWP4.5

NO

YES

DID THE INSPECTIONMEET CUSTODIAL

STANDARDS?

CORRECTDEFICIENCY

NO

YES

IS THE WORK ORDERFOR CENTRAL CUSTODIALSERVICES SUPPORT(CCSS)?

RETRAININGREQUIRED?

YES

NO

UPDATE & CLOSEOUTWORK ORDERS

P8.1 # OF LEVEL 1 ANDLEVEL 2 CERTIFICATION CLASSES GIVEN

P8.2 # OF CUSTODIANS ATTENDING LEVEL 1 AND LEVEL 2 CLASSES

P9.1 # OF ANNUAL AND BI-ANNUAL ASSESSMENTSCONDUCTED

P10.1 # OF CLEAN CAMPUSREPORTS RECEIVED

11.1 # OF CLEAN CAMPUS REPORTS REVIEWED AND ACTED UPON WITHIN 10D FROM CLOSEOF PREVIOUS REPORTING MONTH

P21.1 # OF IPM INSPECTIONSPERFORMED

P22.1 # OF CCSS SUPPORTSCONDUCTED

P23.1 # OF CUSTODIAL WORK ORDERS CLOSED

WHO

STEP

Key WorkProcess (4) : Process Owner:

NEED

PERFORM

PERFORM

PRIORITIZE

QUESTION

QUESTION

QUESTION

PERFORM

QUESTION

QUESTION

QUESTION

PERFORM

UPDATE &CLOSEOUT

PERFORM

MANAGED

CORRECT

J. POWERS

BPS FACILITIES ENVIRONMENTAL, SAFETY AND CODE COMPLIANCE CENTRAL CUSTODIAL SUPPORT

DISTRICTANCILLARY

FACILITYOR SCHOOL

BPS SCHOOL BOARD

FACILITIES SERVICES / Robert J. Wiebel & Jim Powers 1/12/09

PERFORM CUSTODIALSUPPORT

MACRO Q1 - ALL SCHOOLS CUSTODIAL ASSESSMENT RATING OF 90% OR BETTER.

MACRO Q2 - 75% SCHOOL CUSTODIANS CERTIFIED LEVEL 1 AND 50% SCHOOL CUSTODIANS CERTIFIED LEVEL 2

KWP4 Q1 - 90% OF CLEAN CAMPUS REPORTS RECEIVED, REVIEWED AND ACTED UPON WITHIN 10D AFTER THE CLOSE OF THE PREVIOUS MONTHLY REPORTING CYCLE .

ATTACHMENT A

© ets, Inc. / CTi 1990 - 2008 Page 1 ESCC KWP4

INSTRUCTIONS: Please return your completed DMAIC Storyboard, along with your Process Control System (both flow chart and indicator information) and your completed Action Plan (see “Improve” checkpoint #10), via email to [email protected] and copy Steve Muzzy on all emails. Thank you, Bob Seemer, President & COO, Electronic Training Solutions, Inc. Priority Process Name: KWP 4 – Perform Custodial Support Work System / Leader: Jim Powers

KWP2 – Inspect Facilities and Infrastructure DMAIC “Lite” Storyboard

DEFINE

1. Describe how the linkage between the process Q measures and the District’s KPIs (or strategic objective measures) was established and confirmed.

In order to meet 2008/2009 Strategic Plan 2.1.1 – Finalize and implement an annual comprehensive safety and security audit in every school by 2009/2010 and 2.1.2 - Review and update school safety and security plans in accordance with the safe school standards by June 30, 2009, the Environmental, Safety and Code Compliance department works hand-in-hand with District and School Security to develop the School Board of Brevard County Safety Plan. In order to develop this plan and conduct the required annual audits, the following key measures were developed.

Q1 - All Schools Custodial Assessment Rating Of 90% or Greater Q2 -75% School Custodians Certified Level 1 & 50% School Custodians Certified Level 2. Q3 - Regulatory And Code Compliance Inspection Milestones Q4 - Regulatory And Code Compliance Annual Reports Action Plan

2. Explain which process Q measure(s) will be improved. In order to identify the Q measure(s) that should be focused on for improvement efforts, a Facilities Environmental. Safety and Code Compliance Priority Process Selection Matrix and a Key In-Process Measures Determination Form were created (see Pages 7 and 8). It was determined that Q Measures Q1 and Q2 were in need of improvement. After an analysis of the monthly Clean Campus Reports and a review of custodian training results, it was noted that additional certification training is needed. By increasing the number of certified custodians, Q measures, Q1 and Q2 will be improved thus resulting in an increase in the number of school sites that receive Custodial Assessment Ratings of 90% or better.

3. Develop a theme statement which will focus your process improvement efforts. The theme statement must be consistent with the measure in checkpoint #2, above.

Custodial assessment results indicate 24.5% of schools have less than 90% score.

ATTACHMENT A

© ets, Inc. / CTi 1990 - 2008 Page 2 ESCC KWP4

DMAIC “Lite” Storyboard

MEASURE

4. List up to five (5) potential problem areas in this process and the associated P measure(s) for each.

The number of custodians certified with Level I and II did not meet the District goal.

Schedule and attendance of site based training.

Custodial standards are not communicated adequately to site-based custodians.

Equipment and its use.

Custodial staff limitations (hiring freeze).

Entry pay rate restricts the hiring pool.

Poor work practices.

Absenteeism and high employment turn-over rate.

Custodians instructed by site based administrator(s) to periodically perform non-custodial duties (i.e. direct parking lot/pedestrian traffic, stamp test books).

5. Select the most significant problem or opportunity and develop a problem statement which answers the questions: What? When? Gap between actual and targeted values?

Problem: The number of custodians with Level I and II certifications did not meet the districts goal of 75% for Level I and 50% for Level II certification. Problem Statement: An average of 24.5% of schools received and annual Facility Custodial Assessment grade less than 90% during the past 3 years. In addition, currently only 59% of Custodians attained /retained Level I Custodial Certifications, and 10% attained/retained Level II Custodian Certifications. As a result of having only 59% of school custodians being certified, our schools are not maintained to a desired level (annual score of 90% or better) of cleanliness. In addition, the desired goal of having 75% of all Custodians attain Level I and 50% of Level II Certifications was not met in the 2007/2008 fiscal year.

Gap: Currently 41% of school site custodians have not attained Level I certification and 90% of school site custodians have attained Level II certification.

ATTACHMENT A

© ets, Inc. / CTi 1990 - 2008 Page 3 ESCC K


ANALYZE

6. List up to five (5) potential causes of the selected problem from checkpoint #5 in the “Measure” step.

A. The Certification Classes are only offered during the weekends.

B. Because the Trainers are not afforded overtime wages to provide weekend training. As a result, this current year’s certification training schedule was canceled.

C. Certification class registration information is not consistently being provided to all site-based (school) custodians, and often times they don’t know how to register (on-line) for classes.

D. Not providing enough training opportunities each year.

7. List the root causes and describe the approach used to select them from among the others.

Root Causes Approach Used To Select Root Cause

A. Because school administrators (Principals) won’t release custodians during regular business hours for training (purported concern that the buildings won’t get cleaned in their interim absences).

Qualitative analysis and general observation.

B. Changes in State funding have caused a negative impact to district operating budgets, including labor and associated overtime allowances.


C. Inadequate advertisement of the certification classes offered each year, and inadequate broadcast of instructions on how to register for certification classes. Some custodians are not proficient with on-line computer registrations.


D. Changes in State funding have caused a negative impact to district operating budgets, including labor and the ability to hire additional trainers afford overtime for existing (but limited) Training Staff, and/or outsource training services.


ATTACHMENT A



IMPROVE

8. List the countermeasure(s) you considered for implementation for each selected root cause from the “Analyze” steps.

Develop and kick-off an advertisement campaign targeting school principals and explaining the importance and value of having all of their site-based (school) custodians participate in the subject training and certification program.

Move the certification training schedule from weekends to being performed during regular business hours.

Have the Training Custodians deliver a print-out of the Training/Certification Schedule and hand deliver to site-based (school) custodians, and ask each school head custodian to post a copy of the schedule on a bulletin board in each school’s custodial office. In addition, provide written instructions (pamphlet) describing how to schedule subject (on-line) classes.

Finds a way to adjust operating budgets to allow overtime charges &/or outsourced charges for this important training need.

9. Determine the “effectiveness x feasibility” score for each countermeasure, and note the highest scores. See attached countermeasure matrix.

Root Cause Effectiveness Feasibility Overall Action

A 5 5 25 Yes

B 5 3 15 Yes

C 5 4 20 Yes

D 5 0 0 No

(Hint: Refer to six sigma DMAIC course, checkpoint #18 of the “Improve” step.)

10. Develop an action plan for each countermeasure to be implemented which shows the following: What (description of countermeasure) When (projected start and end dates) Who (accountable person) Which organizations need to support you Estimated cost to implement Please see attached.

(Remember: Email your action plan(s) with this completed DMAIC “Lite” Storyboard, per instructions on page 1.)

ATTACHMENT A



CONTROL

11. Briefly explain why you believe the root causes will be reduced or eliminated. Not all root causes will be eliminated or even reduced due to the current poor economy and associated reductions in State funding, and negative impact to BPS operating funds. However, some root causes should be eliminated because relatively little resources are needed to execute those selected root causes, and an action plan was developed to track/document progress.

12. Briefly explain why you believe the problem will be reduced. The problem should be reduced over time because providing custodians with trade specific knowledge will allow them to work smarter, not harder in their goal of maintaining clean and sanitary school campuses.

13. Briefly explain why you believe the theme measure will be improved. The Theme Measure should improve as long as the action plan is executed as outlined, and there are no further reductions in operating funds, including such things as custodial labor force allocations.

14. Explain how you will prevent this problem from recurring. The likelihood of this problem reoccurring within the district will be significantly reduced because of the following:

- School Principals should have a new perspective with regard for the need to have all custodians adequately trained in their trade.

- All custodians, including off-shift (nigh-time) custodians will have more/better information available to them about the purpose and schedule of Custodial Certification Training.

- The training will no longer be provided during the weekends, making it easier for attendance.

- The counter measures will be instituted into the Central Custodial Service Operations procedures and annual routine.

15. Identify which other BPS locations should consider implementing your countermeasures. None - These countermeasures are unique to this district function and associated group of employees.

16. Identify what other BPS locations could learn from this project. No known for supra stated reasons.

17. List the remaining problem areas in this process. Custodial standards are not communicated adequately to site-based custodians.

18. List the key lessons learned from this process improvement. To use a structured approach to root cause analysis and problem solving.

ATTACHMENT A

© ets, Inc. / CTi 1990 - 2008 Page 7

FACILITIES OPERATIONS AND MAINTENANCE PRIORITY PROCESS SELECTION MATRIX FORM

Selection Factor Key Work Processes Importance x Gap = Point Score Priority Rank

KWP4.1 – Perform Certification Training 5 4 20 1

KWP4.2 – Perform Custodial Inspection 5 2 10 3

KWP4.3 – Perform IPM Inspection 5 2 10 3

KWP4. 4 – Perform CCSS Support 3 2 6 4

KWP4.5 – Perform Custodial Training 4 4 16 2

KWP4.6 – Update and Closeout Work Orders 5 2 10 3

SCALE: 5 = Extreme 4 = High 3 = Moderate 2 = Low 1 = None

ATTACHMENT A

© ets, Inc. / CTi 1990 - 2008 Page 8

KEY IN-PROCESS MEASURES DETERMINATION FORM Outcome Measures In-Process Measures

1. P8 # Of Custodians Trained as Level 1 & 2.

2. P9 # Of Facility Custodial Assessments Conducted

3. P10 Clean Campus Report Received

4. P11 Clean Campus Report Received, Reviewed and Actions Taken

Q1 - ALL SCHOOLS CUSTODIAL ASSESSMENT RATING OF 90%

5.

1. P2 # Of Comprehensive Fire Safety Casualty Sanitation Inspections Performed

2. P3 Service Response Time to Complete Building Field Inspections.

3. P7 - # Environmental Inspections Performed

Q2 - REGULATORY AND CODE FACILITIES & INFRASTRUCTURE INSPECTION MILESTONES

1. P2 # Of Comprehensive Fire Safety Casualty Sanitation Inspections Performed

2. P3 Service Response to Complete Building Field Inspections

3. P7 - # Environmental Inspections Performed

Q3 - REGULATORY AND CODE COMPLIANCE ANNUAL REPORTS MILESTONES 4. P1 - # Policies, Procedures, Plans,

Training Courses, Checklists, Manuals, Surveys, Handbooks And Pamphlets Developed, Reviewed & Updated

J. PowersMacro

Process: Process Owner:

MANAGE ENVIRONMENTAL,SAFETY & CODE

COMPLIANCE

BPS Process Management System

Work System: 5 Facilities Services

Work Process 8 (Env Health Safety & Code Compliance) Process Owner: Jim Powers

Owner Members Priority Processes Name Email Name Email

1. Jeb Bynum [email protected]

2. Jeff Schultz [email protected]

1. Prepare Env/ Safety & Code Compliance Documents

Jim Powers [email protected]

3. Brian Webber [email protected]

1. Dave Sterphone

[email protected]


3. George Bishop [email protected]

2. Inspect Facilities & Infrastructure


4. Rick Smith [email protected]

1. Dave Sterphone

[email protected]



3. Issue Inspection Reports



1. Dave Sterphone

[email protected]


4. & 6

Monitor Regulatory / Code Non-compliance




5. Perform Custodial Support

Jim Powers [email protected] 2. Earl Lewallen Lewallen.earl@brevards

chools.org

Final 1/26/09 Page 1 of 3

Macro Process Control System Process Name: Facilities Environmental Safety and Code Compliance Process Owner: Jim Powers Process Customer: BPS School Board, representing staff, students, parents and the community Critical Customer Requirements:

Current Sigma Level: TBD Process Purpose: To ensure adequate and appropriate safe and healthy learning environment for student, teachers and support staff. Outcome Indicators: Q1 – Q4

Process and Quality Indicators Checking / Indicator Monitoring Process

Indicators Control Limits Data to Collect

Timeframe (Frequency) Responsibility

Quality Indicators

Specs/ Targets

What is Checking Item or Indicator Calculation

When to Collect Data?

Who will Check?

Contingency Plans / Miscellaneous Actions Required for Exceptions Procedure References

P1

# Policies, Procedures, Plans, Training Courses, Checklists, Manuals, Surveys, Handbooks And Pamphlets Developed, Reviewed & Updated

• Target: > 100% by Sept 30th • Baseline: 45 Days

• Tracking the development, reviews and updates of District and Departmental documentation.

Annually July 1 Jim Powers

Mandate additional department resources to complete the development, review, additions or deletions as soon as possible.

P2 # Of Fire Safety, Casualty and Sanitation Inspections Performed

• Target: 110 by June 30th • Baseline: 10 per Month • Tracking the completion of site fire safety inspections. Monthly Jim Powers Mandate additional department resources to complete

all fire safety inspection by end of the FY. P3 Service Response Time To Complete

Building Field Inspection(s) • Target: 24 Hours • Baseline: 12 Hours • Tracking the completion of requested building inspections. Monthly Dave Sterphone Add overtime or additional inspectors.

P4 Time to Issue Temporary CO (OEF 110B) (By BO)

• Target: 24 Hours • Baseline: 12 Hours • Tracking the time to issue temporary certificates of occupancy. Monthly Dave Sterphone Add overtime or additional inspectors.

P5 Time to Complete Final Inspection for Building Permits

• Target: 24 Hours • Baseline: 12 Hours • Tracking the time to complete final inspection and documentation review. Monthly Dave Sterphone Add overtime or additional inspectors.

P6 Time to Issue Certificate of Final Inspection (OEF 209) for Building Permits

• Target: 24 Hours Baseline: 12 Hours • Tracking the time to issue final inspection certificate. Monthly Dave Sterphone Add overtime.

P7 # Environmental Inspections Performed

• Target: 76 Semi-Annual • Baseline: 13 per Month

• Tracking the completion of site EPA driven environmental safety inspections. Monthly Jim Powers Mandate additional department resources to complete

environmental EPS inspection semi-annual.

P8 # Of Custodians Trained as Level 1 & 2 Certification

• Target: 75% Level 1 & 50% Level 2 Certification.

• Baseline: 59.9% / 10.3%

• Measure the number of custodians that have completed level 1- Professional Custodial Certification & Level 2 - Master Custodial Certification courses.

Monthly Jim Powers Failure to train custodians to a higher standard jeopardizes the health and safety of staff and students.

P9 # Of Facility Custodial Annual and Bi-Annual Assessments Conducted

• Target: 202 completed • Baseline: 184 School Sites • Track the number of facility custodial assessments conducted. Annual &

Bi-Annual Jim Powers Failure to complete facility custodial assessments requires staff overtime or the addition of new personnel.

P10 # of Clean Campus Reports Received • Target: 96 completed • Baseline: 80 School Sites • Track the number or reports received per month. Monthly George Bishop Contact Schools for the report.

P11 Clean Campus Report Received, Reviewed and Actions Taken

• Target: Within 10D From Close of Previous Reporting Month y

• Baseline: 3 Days

• Track the number of Clean Campus Reports Reviewed and Actions Taken per month and review and action cycle time. Monthly Jim Powers Contact school to get clean campus report completed.

P12 # Of Unplanned Incidents Responses

• Target: None Baseline: 3

• Track the number of unplanned emergency incidents responded to per month. Monthly Jim Powers Mandate additional department resources to respond

to unplanned incidents.

P13 Unplanned Incident Response Time

• Target: 12 • Baseline: 12 • Track the time it takes to respond to an emergency incident. Monthly Jim Powers Review procedures and provide additional training.

P14 Number not used

And

Final 1/26/09 Page 2 of 3

Macro Process Control System Process Name: Facilities Environmental Safety and Code Compliance Process Owner: Jim Powers Process Customer: BPS School Board, representing staff, students, parents and the community Critical Customer Requirements:

Current Sigma Level: TBD Process Purpose: To ensure adequate and appropriate safe and healthy learning environment for student, teachers and support staff. Outcome Indicators: Q1 – Q4




Quality Indicators

Specs/ Targets



Who will Check?


P15 # Unplanned Life Safety Evaluations Requested

• Target: None • Baseline: 3

• Track the number of unplanned life safety evaluations requested by schools. Monthly Jim Powers Mandate additional department resources to complete

unplanned evaluations.

P16 # Meetings Held • Target: 110 • Baseline: 110

• Track the number of meeting held with principals to discuss facility non-compliance inspection results. Monthly Jim Powers None

P17 #work Orders Issued • Target: 1500 • Baseline: 1500 • Track the number of non-compliance work orders issued. Monthly Jim Powers None – Annual estimate W/O Issues is 2,500 Max.

P18 # Re-inspections Completed • Target: 110 • Baseline: 220 • Track the number of non-compliance re-inspections performed. Monthly Jim Powers None

P19 Capital Deficiency Report Schedule Milestones

• Target: May Current Year • Baseline: May Current Year

• Track the completion of schedule milestones in support of the Annual Comprehensive Environmental, Safety, Casualty and Code Compliance Report.

Monthly Jim Powers Mandate additional department resources to complete the review of the Capital Deficiency Report IAW schedule milestones.

P20 Comprehensive Environmental, Safety Casualty And Code Compliance Report Schedule Milestones

• Target: June Current Year • Baseline: June Current Year

• Track the completion of schedule milestones to publish the Annual Comprehensive Environmental, Safety, Casualty and Code Compliance Report.

Monthly Jim Powers Mandate additional department resources to publish Comprehensive Environmental, Safety Casualty And Code Compliance Report IAW Schedule Milestones.

P21 # of IPM Inspections Performed • Target: 120 • Baseline: 120

• Track the number of integrated Pest Management inspections performed per month. Monthly Jim Powers Mandate additional department resources to perform

IPM inspections.

P22 # of CCSS Supports Conducted • Target: None • Baseline: 7

• Track the number of Central Custodial Services Support supports conducted per month. Monthly Jim Powers Mandate additional department resources to conduct

CCSS support.

P23 # of Custodial Work Orders Closed • Target: 321 • Baseline:321 • Track the number of custodial work orders (all types) closed each month. Monthly Jim Powers Mandate additional department resources to perform

and close Custodial inspections.

Q1 All Schools Custodial Assessment Rating Of 90%

• Target: 100% • Baseline: 80 Schools

• The number of schools that receive a 90% or better on the annual custodial assessment.

Annually July 1

Jim Powers Refer to contingency plans and miscellaneous information above related to individual submittals.

Q2 # School Custodians Certified Level 1 & School Custodians Certified Level 2.

• Target: 75% & 50% • Baseline: 59.9% / 10.3% • The number of custodians receiving Level 1 & 2 certifications. Annually

July 1 Jim Powers Refer to contingency plans and miscellaneous

information above related to individual submittals.

Q3 Regulatory And Code Compliance Inspection Milestone

• Target: 100% • Baseline: 100% • The completion of annual regulatory and code compliance reports. Annually


information above related to individual submittals

Q4 Regulatory And Code Compliance Annual Reports Milestones

• Target: 100% • Baseline: 100% • The completion of annual regulatory and code compliance reports. Annually


information above related to individual submittals Approved:

Date:

Rev #:

Rev Date:

And

1/26/2009 Final Page 1 of 1

KWP 4 Process Control System Process Name: Perform Custodial Support Process Owner: Jim Powers Process Customer: BPS School Board, representing staff, students, parents and the community Critical Customer Requirements:

Current Sigma Level: TBD Process Purpose: To Provide Custodial Support To All District Site Based Custodial Teams And Administrative And Teaching Staff. Outcome Indicators: Macro Q1 & Q2 and KWP4 Q1




Quality Indicators

Specs/ Targets



Who will Check?


P8.1 # Of Custodians Trained as Level 1 & 2 Certification

• Target: 75% Level 1 & 50% Level 2 Certification.

• Baseline: 59.9% / 10.3%

• Measure the number of custodians that have completed level 1- Professional Custodial Certification & Level 2 - Master Custodial Certification courses.

Monthly Jim Powers Failure to train custodians to a higher standard jeopardizes the health and safety of staff and students.

P9.1 # Of Facility Custodial Annual and Bi-Annual Assessments Conducted

• Target: 202 completed • Baseline: 184 School Sites • Track the number of facility custodial assessments conducted. Annual &

Bi-Annual Jim Powers Failure to complete facility custodial assessments requires staff overtime or the addition of new personnel.

P10.1 # of Clean Campus Reports Received • Target: 96 completed • Baseline: 80 School Sites • Track the number or reports received per month. Monthly George Bishop Contact Schools for the report.

P11.1 # Clean Campus Report Reviewed and Actions Taken Within 10d After The Close Of The Previous Monthly Reporting Cycle

• Target: 87 • Baseline: 83

• Track the number of Clean Campus Reports Reviewed and Actions Taken per month. Monthly Jim Powers Contact school to get clean campus report completed.

P21.1 # of IPM Inspections Performed • Target: 120 • Baseline: 120 • Track the number of IPM Inspections performed. Monthly Jim Powers Mandate additional department resources to complete

Inspections.

P22.1 # of CCSS Supports Conducted • Target: None • Baseline: 7 • Track the number of CCSS support activities conducted. Monthly Jim Powers Mandate additional department resources to support

schools.

P23.1 # of Custodial Work Orders Closed • Target: 321 • Baseline:321 • Track the completion of Custodial work orders. Monthly Jim Powers Mandate additional department resources close work

orders.

Q1 All Schools Custodial Assessment Rating Of 90%

• Target: 100% • Baseline: 80 Schools

• The number of schools that receive a 90% or better on the annual custodial assessment.

Annually July 1

Jim Powers Refer to contingency plans and miscellaneous information above related to individual submittals.

Q2 # School Custodians Certified Level 1 & School Custodians Certified Level 2.

• Target: 75% & 50% • Baseline: 59.9% / 10.3% • The number of custodians receiving Level 1 & 2 certifications. Annually


information above related to individual submittals.

KWP4 Q1

% Of Clean Campus Reports Received, Reviewed And Acted Upon Within 10d After The Close Of The Previous Monthly Reporting Cycle .

• Target: 90% • Baseline: 97%

• The completion of the review of clean Campus Reports and associated action taken to improve the cleanliness of the school campus.

Annually July 1

Jim Powers Refer to contingency plans and miscellaneous information above related to individual submittals

Approved:

Date:

Rev #:

Rev Date:

And

Countermeasures Matrix:

EFFECTIVENESS X FEASIBILITY = OVERALL ACTION

PROBLEM

ROOT CAUSECOUNTER-MEASURE

PRACTICALMETHODS

Scale: 1 = Negligble 2= Somewhat 3= Moderate 4= Very 5 = Extreme

The Certification Classes are only offered during the

weekends.

Trainers are not afforded overtime wages to provide weekend training

Certification class registration

information is not consistently being provided to all site-

based (school) custodians, and often times they

don't know how to register (on-line) for

classes.

Not providing enough training

opportunities each year.

Develop and kick-off an advertisement campaign

targeting school principals and explaining the importance and value of having all of their site-

based (school) custodians participate in the subject training

and certification program.

Move the certification training schedule from weekends to being

performed during regular business hours.

Have the Training Custodians deliver a print-out of the

Training/Certification Schedule and hand deliver to site-based (school) custodians, and ask

each school head custodian to post a copy of the schedule on a bulletin board in each school's

custodial office. .

Finds a way to adjust operating budgets to allow overtime

charges &/or outsourced charges for this important training need..

KWP4 - Perform Custodial Support

The number of custodians with Level I and II certifications

did not meet the districts goal of 75% for Level I and 50%

for Level II certification.

Use department staff to develop advertising campaign.

Use department staff to complete this task.

Custodial Management Team to work with Accounting and Finance and Assistant Superintendent of Facilities to allow the use of overtime and to increase budget.

Use department staff to develop new training schedule and work with site-based managers.

5

5

5

5

5 25 Yes

3 15 Yes

4 20 Yes

0 0 No

DMAIC LITE STORYBOARD – IMPROVE – CHECKPOINT 10

Work System #5: Facilities Service Department (Mr. Curry & Mr. Theodore)

Process # 8 Owner: Jim Powers - Environmental, Health & Safety, and Code Compliance

Q1 – All Schools Custodial Assessment Rating of 90% and Q2 – 75% custodians Level 1 & 50% Level II Cert Training Countermeasure Action Plans: Create annual capital corrective action items prioritization list & publish

COUNTERMEASURE PROJECTED START DATE

PROJECTED END DATE

ACCOUNTABLE PERSON

SUPPORT ORGANIZATION

ESTIMATED COST

Develop and kick-off an advertisement campaign targeting school principals and explaining the importance and value of having all of their site-based (school) custodians participate in the subject training and certification program.

Week 1 Week 7 Jim Powers & Team

Print Shop

Area Superintendent’s Offices

Less than $2000 labor and materials each year.

Move the certification training schedule from weekends to being performed during regular business hours. Week 4 Week 7 Jim Powers &

Team

Selected Schools for training site locations (use of classroom space).

None anticipated

Have the Training Custodians deliver a print-out of the Training/Certification Schedule and hand deliver to site-based (school) custodians, and ask each school head custodian to post a copy of the schedule on a bulletin board in each school’s custodial office. In addition, provide written instructions (pamphlet) describing how to schedule subject (on-line) classes.

Week 7 Week 8 Jim Powers & Team

Print Shop

Technology Services

Less than $1000 labor and materials each year.

Date:

Owners:

02/02/09 02/09/09 02/16/09 02/23/09 03/02/09 03/09/09 03/16/09 03/23/09 03/30/09 04/06/09 04/13/09 04/20/09 Comments

Scheduled

Completed

Scheduled

Completed

Scheduled

Completed

Scheduled

Completed

Scheduled

Completed

Scheduled

Completed

Scheduled

Completed

Scheduled

Completed

Scheduled

Completed

Custodians are not being made aware of the custodial certification trainng classes. Classes are bing held on weekends.

Develop a training ad program to hold classes during the workweek.

Us department staff to design the ad campaing and certification training schedule.

5 Broadcast Pilot Training Course

Jim Powers & Team

6Training

Custodian Supervisor

Conduct Pilot Training Scession

Jim Powers & Team

Jim Powers & Team

Jim Powers & Team

Jim Powers & Team

3

4

KWP4 Action Plan - Perform Custodial Support

Root Cause:

Countermeasure:

Practical Method:

Jim Powers

26-Jan-09

Weeks

Get Campaign, Course and Course Schedule Approved

No. Task Accountable Person

1

2

Conduct kickoff meeting

Develop / Design Training Course

Design Advertising Campaign

7 Rollout District-Wide Training

Jim Powers & Team

MANAGE ENVIRONMENTAL,SAFETY, CASUALTY AND

CODE COMPLIANCE

MANAGE ENVIRONMENTAL,SAFETY, CASUALTY AND

CODE COMPLIANCE

J. Powers

Process Improvement

Document TreeMacro

Process: Process Owner: Document Title:

MACRO DMAIC LITE STORYBOARD

MACRO PCS

MACRO FLOWCHART

MACRO PRIORITY PROCESSSELECTION MATRIX FORM

MACRO KEY IN-PROCESSMEASURES DETERMINATION

SYSTEMS FORM

MACRO DMAIC LITE STORYBOARD

MACRO PRIORITY PROCESSSELECTION MATRIX FORM

KWP3 MONITOR &COMMUNICATE REGULATORY

NON-COMPLIANCEFLOW CHART

KWP3 ACTION PLAN(s)

KWP3COUNTERMEASURE

MATRIX

KWP3 INDICATOR DATA

Note 1: May be required if flow chart has internal work processin addition to individual steps.

KWP2 DMAIC LITE STORYBOARD

KWP2 PRIORITY PROCESSSELECTION MATRIX FORM

KWP2 INSPECTFACILITIES &

INFRASTRUCTUREFLOW CHART

KWP2 ACTION PLAN(s)

KWP2COUNTERMEASURE

MATRIX

KWP2 INDICATOR DATA

Note 1

KWP4 DMAIC LITE STORYBOARD

KWP4 PRIORITY PROCESSSELECTION MATRIX FORM

KWP4 PERFORM CUSTODIAL

SUPPORT FLOWCHART

KWP4 ACTION PLAN(s)

KWP4COUNTERMEASURE

MATRIX

KWP4 INDICATOR DATA

Note 1

Key Work Processes 1 - 5

1st DMAIC Lite Storyboard 2nd DMAIC Lite Storyboard 3rd DMAIC Lite Storyboard

EEZZ DDMMAAIICC 2200 CCHHEECCKKPPOOIINNTTSS DDEEFFIINNEE MMEEAASSUURREE AANNAALLYYZZEE IIMMPPRROOVVEE CCOONNTTRROOLL

PPllaann DDoo CChheecckk AAcctt

EZDMAICSM is a registered Service Mark of ets Inc. ~ Copyright 2009, ets Inc. Page 1

Macro Process Name: Environmental Safety & Code Compliance Key Work Process: KWP4 – Perform Custodial Support

Work System / Leader: Ed Curry Process Owner: Jim Powers DMAIC Status: Improve Cycle: Yes Refine Cycle: No

DEFINE

1. The stakeholder and need were identified. Yes: X No: Rating: 5

Comment: Internal and external customers were identified from review of the general purpose of the organization and the organization’s policies/procedures.

2. An indicator measuring our performance in meeting the need was developed. Yes: X No: Rating: 5 Yes, the following Process Indicators were identified for measurement: P8- # Of Custodians Trained as Level 1 & 2 Certification P9- # Of Facility Custodial Annual and Bi-Annual Assessments Conducted P10- # of Clean Campus Reports Received P11- Clean Campus Report Received, Reviewed and Actions Taken P21- # of IPM Inspections Performed P22- # of CCSS Supports Conducted P23- # of Custodial Work Orders Closed 3. A theme statement consistent with the indicator was selected. Yes: X No: Rating: 5

Comment: Yes the theme statement is consistent with the indicators. The indicators being the number of Custodial Assessments (a.k.a. School Clean Campus Grade) indicating a score (or grade) less than 90%.

Rating Legend:

5 = Checkpoint Fully Satisfied / 4 = Meets Most Criteria of Checkpoint / 3 = Meets Minimal Requirement of Checkpoint 2 = Checkpoint Somewhat/Partially Satisfied / 1 = Checkpoint Not Addressed




MEASURE

4. The theme was stratified from various viewpoints and a significant problem was chosen. Yes: X No: Rating: 5

Comment: The theme was stratified into nine (9) problem areas:

- The number of custodians certified with Level I and II did not meet the District goal.

- Schedule and attendance of site based training.

- Custodial standards are not communicated adequately to site-based custodians.

- Equipment and its use.

- Custodial staff limitations (hiring freeze).

- Entry pay rate restricts the hiring pool.

- Poor work practices.

- Absenteeism and high employment turn-over rate.

- Custodians instructed by site based administrator(s) to periodically perform non-custodial duties (i.e. direct parking lot/pedestrian traffic, stamp test books).

5. A target for improvement was established based on the stakeholder's need and its impact on the theme indicator was determined. Yes: X No: Rating: 5

Comment: A target has been established. The target is to have 90% of all district schools receive an A+ score (grade of 90% or greater) during future Annual Custodial Assessments.

6. A problem statement that addressed the gap between the actual and target values was developed. Yes: X No: Rating: 5

Comment: A problem statement identifying that only 76% of district schools received an Annual Custodial Assessment grade of 90% or greater, and that only 59% of district custodians attained/retained a Level I Certification and 10% attained/retained a level II Certification for competency during the past two years. A gap was defined by analyzing the problem in comparison to the target (desired outcome). Specifically, the goal is to increase the number of schools receiving an A+ Annual Custodial Assessment grade by 14.5% during the next 14 months.

Rating Legend:





ANALYZE

7. Potential causes most likely to have the greatest impact on the problem were selected. Yes: X No: Rating: 5

Comment: The following four (4) potential problems were selected by Env Safety and Custodial Operations staff:

- Certification Classes are only offered during the weekends.

- Trainers are not afforded overtime wages to provide weekend training. As a result, this current year’s certification training schedule was canceled.

- Certification class registration information is not consistently being provided to all site-based (school) custodians, and often times they don’t know how to register (on-line) for classes.

- Not providing enough training opportunities each year.

8. A relationship between the root causes and the problem was verified with data. Yes: X No: Rating: 5

Comment: A relationship between the root cause and the problem was verified by conducting direct discussions with Head Custodians and other school site support staff and conducting school site cleanliness inspection and audits. 9. Root causes were selected and the impact of each root cause on the gap was

determined. Yes: X No: Rating: 5

Comment: Currently the district only has an average of 75.5% of its schools attaining an Annual Custodial Assessment Score (Grade) of 90 Points or greater. With adequate training on custodial standards and best practices, the schools will be cleaner and result in higher annual Custodial Assessment grades. Better advertising of available training/certification opportunities, coupled with making the training/certification classes available during regular business hours are expected to have a positive impact on the defined gap.

Rating Legend:





IMPROVE

10. Countermeasures were selected to address verified root causes. Yes: X No: Rating: 5

Comment: Yes, four counter measures were selected by our Central Custodial Services staff. Counter measures include:

- Develop and kick-off an advertisement campaign targeting school principals and explaining the importance and value of having all of their site-based (school) custodians participate in the subject training and certification program.

- Move the certification training schedule from weekends to being performed during regular business hours.

- Have the Training Custodians deliver a print-out of the Training/Certification Schedule and hand deliver to site-based (school) custodians, and ask each school head custodian to post a copy of the schedule on a bulletin board in each school’s custodial office. In addition, provide written instructions (pamphlet) describing how to schedule subject (on-line) classes.

- Finds a way to adjust operating budgets to allow overtime charges &/or outsourced charges for this important training need.

However the staff determined (during one of many group planning discussions) that the fourth counter measure is currently unfeasible considering the current economically challenging times for the organization and society at large.

11. The method for selecting the appropriate practical methods was clear and considered

effectiveness and feasibility. Yes: X No: Rating: 5

Comment: Yes, a counter measures matrix (w/a feasibility scale of 1-5) was used by the Central Custodial Services staff, and three (3) counter measures were chosen.

IMPROVE

12. The action plan reflected accountability, schedule, and cost, and was implemented. Yes: X No: Rating: 3

Comment: A countermeasure action plan matrix and gant chart were developed which shows deployment accountability, schedule and associated cost. A rating of 3 because the plan schedule had to be extended out to 07/01/2010.

Rating Legend:





CONTROL

13. [Results] The effect of countermeasures on the root causes was demonstrated. Yes: No: X Rating: 2

Comment: The effects of countermeasures on the root causes have not yet been demonstrated due the level of effort needed and timeframe established for a successful action plan. It has been forecast that the effect of countermeasures on the root causes will be demonstrated by the start of the FY 09/10 Christmas break.

14. [Results] The effect of countermeasures on the problem was demonstrated. Yes: No: X Rating: 2

Comment: The effects of countermeasures on the problem have not yet been demonstrated due the level of effort needed and timeframe established for a successful action plan. It has been forecast that the effect of countermeasures on the problem will be demonstrated by the start of the FY 09/10 Christmas break.

15. [Results] The improvement target was achieved and causes of significant variation were addressed. Yes: No: X Rating: 2

Comment: The improvement target has not been, and will not expect to be, achieved until after the initial action plan is fully executed (revised target date: July 01, 2010) and any necessary refinement measures are instituted. It has been forecast that the effect of countermeasures on reaching the target will be demonstrated by the start of the FY 09/10 Christmas break.

16. [Results] The effect of countermeasures on the theme indicator representing the stakeholder’s need was demonstrated. Yes: No: X Rating: 2

Comment: It has been forecast that the countermeasures effect on the theme indicator and state holder’s needs will be demonstrated by July 1, 2010.

CONTROL

17. [Standardization] A method was established to document, permanently change, and communicate the revised process or standard, and was implemented. Yes: No: X Rating: 2

Comment: Standardization cannot be implemented until after completion of the initial action plan and any/all subsequent refinement actions are performed. It has been forecast that this will occur by July 1, 2010.

18. [Standardization] Specific areas for replication were identified, and an action plan was developed to promote organizational learning. Yes: X No: Rating: 5

Comment: The practice of providing trade specific training and certification (including competency recognition/reward) may very well apply to other work systems within the organization, however supporting data needs to be gathered/reviewed, and possible refinements need to be performed prior to formally sharing this improvement idea with other work systems (i.e. Plant Operations and Maintenance trades).

Rating Legend:





CONTROL

19. [Future Plans] Any remaining problems of the theme were addressed. Yes: X No: Rating: 4

Comment: Yes, following are some examples:

- Custodial staff limitations (hiring freeze).

- Entry pay rate restricts the hiring pool.

- Poor work practices.

- Absenteeism and high employment turn-over rate.

- Custodians instructed by site based administrator(s) to periodically perform non-custodial duties (i.e. direct parking lot/pedestrian traffic, stamp test books).

20. [Future Plans] Lessons learned, P-D-C-A of the ets Six Sigma DMAIC Method, and

team growth were assessed and documented. Yes: X No: Rating: 5

Comment: Yes, some process improvement initiatives by their nature (problem defined, organizations means/method of collecting data, etc.) require a year or more to develop, kick-off, monitor, and review data, before verifying the effects of the process change(s) -- let-alone initiate any refinement opportunities.

Rating Legend:
