Know your Customer Some Hard Lessons Learned

1
Know your Customer Some Hard Lessons Learned
2
Lessons Learned

• Background

• The Need
• The Customers
• Our Situation
• Our Supporters
• The Challenge/Deliverable

• Problems/Issues

• Lessons Learned

3
Lessons Learned

• The Need
• How do we effectively maintain EP training
  standards, in particular the Area Emergency
  Operations training program, across all 8
  affected program areas at SRS?

4
Lessons Learned
The Customers (1,900)

• Defense Waste Processing Facility (DWPF)
• F H Area (Separations)
• Liquid Waste Disposition (Tank Farms)
• Tritium Facilities
• Solid Waste (Burial Grounds)
• Savannah River National Laboratory (SRNL)
• 100 Areas (Material Storage Area)

5
Lessons Learned

• Our Situation

• WSRC experiencing the growing pains from
  re-organizational changes

• Decentralized Training-support for design and
  development would now come with a hefty price
  tag

• Emergency Preparedness Coordinators (EPCs) key
  position to maintain Area EP program requirements
  will no longer be under the Emergency Services
  organization. They have a new boss and new
  priorities.

6
Lessons Learned
Our Supporters

• EPCs are the interface with the primary customer.
  They are critical when the new program is
  implemented.

• Web Based Training Organization. Provided the
  template and key programming to ensure
  compatibility with the Sites databases.

• Training Records and Information Network (TRAIN)
  organization supported the course information
  data entry.

• Emergency Services Management was key support to
  resolve issues

7
Lessons Learned

• The Challenge/Deliverable

• Deliver a new quality Area Emergency Operations
  (AEO) training product on time with a shoe
  string budget.

• Redesign 8 courses. Each course was 4 hours
  classroom instruction.

• New design will be a single 1 hour CBT AEO
  Core/Fundamentals and eight (8) Facility Specific
  Walkthrough Modules

• Ensure delivery is seamless. All on-shift
  personnel identified as an ERO responder per the
  watch bill must maintain qualifications.

8
Lessons Learned
9
Lessons Learned

• Problems Issues

• EPCs were not sold on the new AEO product,
  particularly on the facility specific work
  through module.

• In-house CBT developer was learning the new
  software while developing the product.

• Failed to include all the Training Coordinators
  in setting up the new course requirements in
  their tracking system.

10
Lessons Learned

• Problems Issues

• Implementation strategy and timing was flawed.
  The lack of a grace period for requalification
  caused some to lose qualifications.

• Loss of credibility with the EPCs

11
Lessons Learned

• When challenged with developing a new product
  spend time in the design phase and.

• Identify all your customersask Who will be
  directly impacted by this product? Do they
  understand the reason behind the change? What are
  their concerns?

• Identify all of your supportask Who do I need
  to help develop and deliver this product/service?
  Do they understand what they need to do?

12
Lessons Learned

• Select an individual who is known to have a good
  rapport with your customer. Use them as the
  salesperson to sell your product

• Plan time to do a thorough and independent test
  of your product.

13
Lessons Learned

• What was gained?

• An Area Emergency Operations CBT program
  available 24/7 to shift operations.

• A standard EP program tied to the all the areas
  across the site through the Automatic
  Qualification Matrix used to track and maintain
  qualifications.

14
Lessons Learned

• What was gained?

• In-house (Emergency Services) expertise to update
  and enhance CBT program with minimal cost.

• An innovative training design that has saved
  and has provided sound training.

• A greater appreciation and insight on how to work
  better with my customers.