PERFORM CUSTODIAL SUPPORT. Perform Custodial Support Process Improvements. k System Owner Ed Curry. System Enabling Leader.

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1 k System Owner Ed Curry CUSTODIAL SUPPORT Key Work Process (4): J. Powers Process Owner: Perform Custodial Support Enabling Leader Process Improvements tem heodore, Director Work System Owner Ed Curry Processes Owner Powers,Work Director System Enabling Leader Dane Theodore, Director Priority Processes Owner, Director pril 28, 2009 S UA LT, CA YA Y T L BREVA, S R R O N M E N TA VI EN S L, BREVA R CE COMPLIAN COMPLIAN CE E D DE R O N M E N TA S DE BLIC O C OLS HOOLS PU HO GOVERNOR S STERLING AWARD D O T S UA LT, CA YA TY N C IPIEN A FE D C R EC Revision 2 D N C Revision 2 April 28, 2009 A F E PUBLIC S I NV 2007

2 Key Work Process (4): CUSTODIAL SUPPORT Process Owner: J. Powers 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

3 Key Work Process (4): CUSTODIAL SUPPORT Process Owner: J. Powers Table of Contents 1. Cover Sheet 2. Table of Contents 3. Internal and External Customers 4. Macro Flow Chart 5. Key Work Process 4 Flow Chart 6. DMAIC Lite Storyboard - Check Points Priority Process Selection Matrix Form 8. Key-In-Process Measures Determination System Form 9. BPS Process Management System 10. Macro Process Control System Form 11. Key Work Process 4 Process Control Form 12. Countermeasure Matrix 13. Countermeasure Action Plan Matrix 14. Root Cause Action Plan 15. Document Tree 16. Key Work Process Indicator Data 17. EZ DMAIC 20 Checkpoint Review

4 Key Work Process (4): CUSTODIAL SUPPORT Process Owner: J. Powers ESCC INTERNAL CUSTOMERS School Board Superintendent Area Superintendents District Administration School Administration ECSS EXTERNAL CUSTOMERS State of Florida State Fire Marshall Florida Department of Education Local Government Fire Departments Parents / Guardians Students

5 Macro Process: MANAGE ENVIRONMENTAL, SAFETY & CODE COMPLIANCE Process Owner: J. POWERS STEP WHO BPS SCHOOL BOARD BPS ENVIRONMENTAL & CODE COMPLIANCE BPS PO&M OTHER NEED MANAGE ENVIRONMENTAL & CODE COMPLIANCE PREPARE UPDATE KWP1 PREPARE ENV/ SAFETY & CODE COMPLIANCE DOCUMENTS P1 - # POLICIES, PROCEDURES, PLANS, TRAINING COURSES, CHECKLISTS, MANUALS, SURVEYS, HANDBOOKS AND PAMPHLETS DEVELOPED, REVIEWED & UPDATED QUESTION INSPECT ISSUE QUESTION MONITOR P2 # OF COMPREHENSIVE FIRE SAFETY CASUALTY SANITATION INSPECTIONS ED P3 SERVICE RESPONSE TIME TO COMPLETE BUILDING FIELD INSPECTIONS. P4 - TIME TO ISSUED TEMP CO (OEF 110B) P5 - TIME TO COMPLETE FINAL INSPECTIONS. P6 - TIME TO ISSUE CERTIFICATE OF FINAL INSPECTION (OEF 209) P7 - # ENVIRONMENTAL INSPECTIONS ED P24 - PLAN REVIEW CYCLE TIME OF 30D / 7D P8 # OF CUSTODIANS TRAINED Regulatory Compliance Activity? YES Facilities in Compliance? P9 # OF FACILITY CUSTODIAL ANNUAL & BI-ANNUAL ASSESSMENTS CONDUCTED P10 # OF CLEAN CAMPUS REPORTS RECEIVED YES P11 CLEAN CAMPUS REPORT RECEIVED, REVIEWED, AND ACTIONS TAKEN WITHIN 10 D FROM CLOSE OF PREVIOUS REPORTING MONTH?? NO INSPECT FACILITIES & INFRASTRUCTURE ISSUE INSPECTION REPORTS NO KWP4 KWP2 CUSTODIAL SUPPORT KWP3 MONITOR & COMMUNICATE REGULATORY / CODE NON-COMPLIANCE P16 # Meetings Held P17 #work Orders Issued P18 # Reinspections Completed P19 Capital Deficiency Report Schedule Milestones MONITOR P12 # Of Unplanned Incidents Responses P13 Unplanned Incident Response Time P14 # Of Training Classes Conducted KWP5 MONITOR & COMMUNICATE REGULATORY / CODE COMPLIANCE P20 Comprehensive Environmental, Safety Casulty And Code Compliance Report Report Schedule Milestones P21 # OF IPM INSPECTIONS ED P22 # OF CCSS SUPPORTS CONDUCTED P23 # OF CUSTODIAL WORK ORDERS CLOSED P15 # Unplanned Life Safety Evaluations Requested MANAGED NEED IS MET 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 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 FACILITIES SERVICES: ROBERT J. WIEBEL / JIM POWERS 1/20/09

6 Key Work Process (4) : CUSTODIAL SUPPORT Process Owner: J. POWERS STEP WHO BPS SCHOOL BOARD BPS FACILITIES ENVIRONMENTAL, SAFETY AND CODE COMPLIANCE CENTRAL CUSTODIAL SUPPORT DISTRICT ANCILLARY FACILITY OR SCHOOL NEED NEED THE NEED IS TO PROVIDE CUSTODIAL SUPPORT TO ALL DISTRICT SITE BASED CUSTODIAL TEAMS AND ADMINISTRATIVE AND TEACHING STAFF. DELIVERABLES: KWP4.1 CERTIFICATION TRAINING P8.1 # OF LEVEL 1 AND LEVEL 2 CERTIFICATION CLASSES GIVEN P8.2 # OF CUSTODIANS ATTENDING LEVEL 1 AND LEVEL 2 CLASSES D1. Inspection Reports D2. Data Base Updates QUESTION ARE THERE ANY OPEN WORK ORDERS?? NO YES PRIORITIZE PRIORITIZE WORK ORDERS QUESTION QUESTION IS THE WORK ORDER FOR CUSTODIAL INSPECTIONS? P9.1 # OF ANNUAL AND BI-ANNUAL ASSESSMENTS CONDUCTED P10.1 # OF CLEAN CAMPUS REPORTS RECEIVED 11.1 # OF CLEAN CAMPUS REPORTS REVIEWED AND ACTED UPON WITHIN 10D FROM CLOSE OF PREVIOUS REPORTING MONTH YES? NO CUSTODIAL INSPECTION KWP4.2 YES? IS THE WORK ORDER INTERGRATED PEST MANAGEMENT INSPECTIONS? NO KWP4.3 IPM INSPECTION P21.1 # OF IPM INSPECTIONS ED QUESTION CORRECT QUESTION QUESTION DID THE INSPECTION MEET CUSTODIAL STANDARDS? YES? NO? IS THE WORK ORDER FOR CENTRAL CUSTODIAL SERVICES SUPPORT (CCSS)? NO RETRAINING REQUIRED? CORRECT DEFICIENCY YES? NO YES KWP4.4 CCSS SUPPORT P22.1 # OF CCSS SUPPORTS CONDUCTED KWP4.5 CUSTODIAL TRAINING UPDATE & CLOSEOUT KWP4.6 UPDATE & CLOSEOUT WORK ORDERS P23.1 # OF CUSTODIAL WORK ORDERS CLOSED MANAGED NEED IS MET 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. FACILITIES SERVICES / Robert J. Wiebel & 1/12/09

7 ATTACHMENT A 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 to rseemer@etsfl.com and copy Steve Muzzy on all s. Thank you, Bob Seemer, President & COO, Electronic Training Solutions, Inc. Priority Process Name: Work System / Leader: DEFINE KWP 4 Perform Custodial Support KWP2 Inspect Facilities and Infrastructure DMAIC Lite Storyboard 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 Finalize and implement an annual comprehensive safety and security audit in every school by 2009/2010 and 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. ets, Inc. / CTi Page 1 ESCC KWP4

8 MEASURE DMAIC Lite Storyboard ATTACHMENT A 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. ets, Inc. / CTi Page 2 ESCC KWP4

9 ANALYZE DMAIC Lite Storyboard ATTACHMENT A 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 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). Approach Used To Select Root Cause 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. Qualitative analysis and general observation. Qualitative analysis and general observation. Qualitative analysis and general observation. ets, Inc. / CTi Page 3 ESCC K

10 IMPROVE DMAIC Lite Storyboard ATTACHMENT A 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 Yes B Yes C Yes D 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: your action plan(s) with this completed DMAIC Lite Storyboard, per instructions on page 1.) ets, Inc. / CTi Page 4 ESCC K

11 CONTROL DMAIC Lite Storyboard ATTACHMENT A 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. ets, Inc. / CTi Page 5 ESCC K

12 ATTACHMENT A 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 KWP4.2 Perform Custodial Inspection KWP4.3 Perform IPM Inspection KWP4. 4 Perform CCSS Support KWP4.5 Perform Custodial Training KWP4.6 Update and Closeout Work Orders SCALE: 5 = Extreme 4 = High 3 = Moderate 2 = Low 1 = None ets, Inc. / CTi Page 7

13 ATTACHMENT A KEY IN-PROCESS MEASURES DETERMINATION FORM Outcome Measures Q1 - ALL SCHOOLS CUSTODIAL ASSESSMENT RATING OF 90% In-Process Measures 1. P8 # Of Custodians Trained as Level 1 & P9 # Of Facility Custodial Assessments Conducted 3. P10 Clean Campus Report Received 4. P11 Clean Campus Report Received, Reviewed and Actions Taken 5. Q2 - REGULATORY AND CODE FACILITIES & INFRASTRUCTURE INSPECTION MILESTONES 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 Q3 - REGULATORY AND CODE COMPLIANCE ANNUAL REPORTS 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 4. P1 - # Policies, Procedures, Plans, Training Courses, Checklists, Manuals, Surveys, Handbooks And Pamphlets Developed, Reviewed & Updated ets, Inc. / CTi Page 8

14 Macro Process: MANAGE ENVIRONMENTAL, SAFETY & CODE COMPLIANCE BPS Process Management System Process Owner: J. Powers Work System: 5 Facilities Services Work Process 8 (Env Health Safety & Code Compliance) Process Owner: Owner Members Priority Processes Name Name 1. Prepare Env/ Powers.jim@brevar 1. Jeb Bynum Bynum.jeb@brevardscho Safety & Code dschools.org ols.org Compliance Documents 2. Jeff Schultz Schultz.jeff@brevardscho ols.org 3. Brian Webber Webber.brian@brevardsc 2. Inspect Facilities & Infrastructure 3. Issue Inspection Reports 4. & 6 Monitor Regulatory / Code Noncompliance 5. Perform Custodial Support Powers.jim@brev ardschools.org Powers.jim@brev ardschools.org Powers.jim@brev ardschools.org Powers.jim@brev ardschools.org hools.org Sterphone.dave@brevar dschools.org 1. Dave Sterphone 2. Jeb Bynum Bynum.jeb@brevardsch ools.org 3. George Bishop Bishop.george@brevard schools.org 4. Rick Smith Smith.ricka@brevardsch ools.org 1. Dave Sterphone.dave@brevar Sterphone dschools.org 2. Jeb Bynum Bynum.jeb@brevardsch ools.org 3. George Bishop Bishop.george@brevard schools.org 4. Rick Smith Smith.ricka@brevardsch ools.org 1. Dave Sterphone.dave@brevar Sterphone dschools.org 2. Jeb Bynum Bynum.jeb@brevardsch ools.org 3. Rick Smith Smith.ricka@brevardsch ools.org 1. George Bishop bishop.george@brevards chools.org 2. Earl Lewallen Lewallen.earl@brevards chools.org

15 Process Name: Facilities Environmental Safety and Code Compliance Process Customer: BPS School Board, representing staff, students, parents and the community Process Purpose: To ensure adequate and appropriate safe and healthy learning environment for student, teachers and support staff. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 P14 Process and Quality Indicators Process Indicators And Control Limits Quality Indicators Specs/ Targets # Policies, Procedures, Plans, Training Courses, Checklists, Target: > 100% by Sept 30th Manuals, Surveys, Handbooks And Baseline: 45 Days Pamphlets Developed, Reviewed & Updated # Of Fire Safety, Casualty and Target: 110 by June 30th Sanitation Inspections Performed Baseline: 10 per Month Service Response Time To Complete Target: 24 Hours Building Field Inspection(s) Baseline: 12 Hours Time to Issue Temporary CO (OEF Target: 24 Hours 110B) (By BO) Baseline: 12 Hours Time to Complete Final Inspection for Target: 24 Hours Building Permits Baseline: 12 Hours Time to Issue Certificate of Final Target: 24 Hours Inspection (OEF 209) for Building Baseline: 12 Hours Permits # Environmental Inspections Target: 76 Semi-Annual Performed Baseline: 13 per Month Target: 75% Level 1 & 50% # Of Custodians Trained as Level 1 & Level 2 Certification. 2 Certification Baseline: 59.9% / 10.3% # Of Facility Custodial Annual and Bi- Annual Assessments Conducted # of Clean Campus Reports Received Clean Campus Report Received, Reviewed and Actions Taken # Of Unplanned Incidents Responses Unplanned Incident Response Time Number not used Target: 202 completed Baseline: 184 School Sites Target: 96 completed Baseline: 80 School Sites Target: Within 10D From Close of Previous Reporting Month y Baseline: 3 Days Target: None Baseline: 3 Target: 12 Baseline: 12 Macro Process Control System Process Owner: Critical Customer Requirements: Current Sigma Level: TBD Outcome Indicators: Q1 Q4 Checking / Indicator Monitoring Data to Collect What is Checking Item or Indicator Calculation Tracking the development, reviews and updates of District and Departmental documentation. Timeframe (Frequency) Responsibility When to Collect Who will Data? Check? Contingency Plans / Miscellaneous Actions Required for Exceptions Procedure References Final 1/26/09 Page 1 of 3 Annually July 1 Tracking the completion of site fire safety inspections. Monthly Mandate additional department resources to complete the development, review, additions or deletions as soon as possible. Mandate additional department resources to complete all fire safety inspection by end of the FY. Tracking the completion of requested building inspections. Monthly Dave Sterphone Add overtime or additional inspectors. Tracking the time to issue temporary certificates of occupancy. Monthly Dave Sterphone Add overtime or additional inspectors. Tracking the time to complete final inspection and documentation review. Monthly Dave Sterphone Add overtime or additional inspectors. Tracking the time to issue final inspection certificate. Monthly Dave Sterphone Add overtime. Tracking the completion of site EPA driven environmental safety inspections. Measure the number of custodians that have completed level 1- Professional Custodial Certification & Level 2 - Master Custodial Certification courses. Track the number of facility custodial assessments conducted. Monthly Monthly Annual & Bi-Annual Mandate additional department resources to complete environmental EPS inspection semi-annual. Failure to train custodians to a higher standard jeopardizes the health and safety of staff and students. Failure to complete facility custodial assessments requires staff overtime or the addition of new personnel. Track the number or reports received per month. Monthly George Bishop Contact Schools for the report. Track the number of Clean Campus Reports Reviewed and Actions Taken per month and review and action cycle time. Track the number of unplanned emergency incidents responded to per month. Monthly Contact school to get clean campus report completed. Monthly Mandate additional department resources to respond to unplanned incidents. Track the time it takes to respond to an emergency incident. Monthly Review procedures and provide additional training.

16 Process Name: Facilities Environmental Safety and Code Compliance Process Customer: BPS School Board, representing staff, students, parents and the community Process Purpose: To ensure adequate and appropriate safe and healthy learning environment for student, teachers and support staff. P15 P16 P17 P18 P19 P20 P21 P22 P23 Q1 Q2 Q3 Q4 Process and Quality Indicators Process Indicators And Quality Indicators # Unplanned Life Safety Evaluations Requested # Meetings Held #work Orders Issued # Re-inspections Completed Capital Deficiency Report Schedule Milestones Comprehensive Environmental, Safety Casualty And Code Compliance Report Schedule Milestones # of IPM Inspections Performed # of CCSS Supports Conducted # of Custodial Work Orders Closed All Schools Custodial Assessment Rating Of 90% # School Custodians Certified Level 1 & School Custodians Certified Level 2. Regulatory And Code Compliance Inspection Milestone Regulatory And Code Compliance Annual Reports Milestones Control Limits Specs/ Targets Target: None Baseline: 3 Target: 110 Baseline: 110 Target: 1500 Baseline: 1500 Target: 110 Baseline: 220 Target: May Current Year Baseline: May Current Year Target: June Current Year Baseline: June Current Year Target: 120 Baseline: 120 Target: None Baseline: 7 Target: 321 Baseline:321 Target: 100% Baseline: 80 Schools Target: 75% & 50% Baseline: 59.9% / 10.3% Target: 100% Baseline: 100% Target: 100% Baseline: 100% Macro Process Control System Process Owner: Critical Customer Requirements: Current Sigma Level: TBD Outcome Indicators: Q1 Q4 Checking / Indicator Monitoring Data to Collect What is Checking Item or Indicator Calculation Track the number of unplanned life safety evaluations requested by schools. Track the number of meeting held with principals to discuss facility noncompliance inspection results. Timeframe (Frequency) Responsibility When to Collect Who will Data? Check? Monthly Monthly None Contingency Plans / Miscellaneous Actions Required for Exceptions Procedure References Mandate additional department resources to complete unplanned evaluations. Track the number of non-compliance work orders issued. Monthly None Annual estimate W/O Issues is 2,500 Max. Track the number of non-compliance re-inspections performed. Monthly None Track the completion of schedule milestones in support of the Annual Comprehensive Environmental, Safety, Casualty and Code Compliance Report. Track the completion of schedule milestones to publish the Annual Comprehensive Environmental, Safety, Casualty and Code Compliance Report. Track the number of integrated Pest Management inspections performed per month. Track the number of Central Custodial Services Support supports conducted per month. Monthly Monthly Monthly Monthly Track the number of custodial work orders (all types) closed each month. Monthly The number of schools that receive a 90% or better on the annual custodial assessment. The number of custodians receiving Level 1 & 2 certifications. The completion of annual regulatory and code compliance reports. The completion of annual regulatory and code compliance reports. Annually July 1 Annually July 1 Annually July 1 Annually July 1 Mandate additional department resources to complete the review of the Capital Deficiency Report IAW schedule milestones. Mandate additional department resources to publish Comprehensive Environmental, Safety Casualty And Code Compliance Report IAW Schedule Milestones. Mandate additional department resources to perform IPM inspections. Mandate additional department resources to conduct CCSS support. Mandate additional department resources to perform and close Custodial inspections. Refer to contingency plans and miscellaneous information above related to individual submittals. Refer to contingency plans and miscellaneous information above related to individual submittals. Refer to contingency plans and miscellaneous information above related to individual submittals Refer to contingency plans and miscellaneous information above related to individual submittals Approved: Date: Rev #: Rev Date: Final 1/26/09 Page 2 of 3

17 Process Name: Perform Custodial Support Process Customer: BPS School Board, representing staff, students, parents and the community Process Purpose: To Provide Custodial Support To All District Site Based Custodial Teams And Administrative And Teaching Staff. P8.1 P9.1 Process and Quality Indicators Process Indicators And Quality Indicators # Of Custodians Trained as Level 1 & 2 Certification # Of Facility Custodial Annual and Bi- Annual Assessments Conducted P10.1 # of Clean Campus Reports Received P11.1 # Clean Campus Report Reviewed and Actions Taken Within 10d After The Close Of The Previous Monthly Reporting Cycle P21.1 # of IPM Inspections Performed P22.1 # of CCSS Supports Conducted P23.1 # of Custodial Work Orders Closed Q1 Q2 KWP4 Q1 All Schools Custodial Assessment Rating Of 90% # School Custodians Certified Level 1 & School Custodians Certified Level 2. % Of Clean Campus Reports Received, Reviewed And Acted Upon Within 10d After The Close Of The Previous Monthly Reporting Cycle. Control Limits Specs/ Targets Target: 75% Level 1 & 50% Level 2 Certification. Baseline: 59.9% / 10.3% Target: 202 completed Baseline: 184 School Sites Target: 96 completed Baseline: 80 School Sites Target: 87 Baseline: 83 Target: 120 Baseline: 120 Target: None Baseline: 7 Target: 321 Baseline:321 Target: 100% Baseline: 80 Schools Target: 75% & 50% Baseline: 59.9% / 10.3% Target: 90% Baseline: 97% KWP 4 Process Control System Process Owner: Critical Customer Requirements: Current Sigma Level: TBD Outcome Indicators: Macro Q1 & Q2 and KWP4 Q1 Checking / Indicator Monitoring Data to Collect What is Checking Item or Indicator Calculation Measure the number of custodians that have completed level 1- Professional Custodial Certification & Level 2 - Master Custodial Certification courses. Track the number of facility custodial assessments conducted. Timeframe (Frequency) Responsibility When to Collect Who will Data? Check? Monthly Annual & Bi-Annual Contingency Plans / Miscellaneous Actions Required for Exceptions Procedure References Failure to train custodians to a higher standard jeopardizes the health and safety of staff and students. Failure to complete facility custodial assessments requires staff overtime or the addition of new personnel. Track the number or reports received per month. Monthly George Bishop Contact Schools for the report. Track the number of Clean Campus Reports Reviewed and Actions Taken per month. Track the number of IPM Inspections performed. Monthly Track the number of CCSS support activities conducted. Monthly Track the completion of Custodial work orders. Monthly The number of schools that receive a 90% or better on the annual custodial assessment. The number of custodians receiving Level 1 & 2 certifications. The completion of the review of clean Campus Reports and associated action taken to improve the cleanliness of the school campus. Monthly Contact school to get clean campus report completed. Annually July 1 Annually July 1 Annually July 1 Mandate additional department resources to complete Inspections. Mandate additional department resources to support schools. Mandate additional department resources close work orders. Refer to contingency plans and miscellaneous information above related to individual submittals. Refer to contingency plans and miscellaneous information above related to individual submittals. Refer to contingency plans and miscellaneous information above related to individual submittals Approved: Date: Rev #: Rev Date: 1/26/2009 Final Page 1 of 1

18 Countermeasures Matrix: KWP4 - Perform Custodial Support ROOT CAUSE COUNTER- MEASURE PRACTICAL METHODS EFFECTIVENESS X FEASIBILITY = OVERALL ACTION The Certification Classes are only offered during the weekends. Develop and kick-off an advertisement campaign targeting school principals and explaining the importance and value of having all of their sitebased (school) custodians participate in the subject training and certification program. Use department staff to develop advertising campaign Yes 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. Trainers are not afforded overtime wages to provide weekend training Certification class registration information is not consistently being provided to all sitebased (school) custodians, and often times they don't know how to register (on-line) for classes. 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.. Use department staff to develop new training schedule and work with site-based managers. Use department staff to complete this task Yes 4 20 Yes Not providing enough training opportunities each year. Finds a way to adjust operating budgets to allow overtime charges &/or outsourced charges for this important training need.. Custodial Management Team to work with Accounting and Finance and Assistant Superintendent of Facilities to allow the use of overtime and to increase budget No Scale: 1 = Negligble 2= Somewhat 3= Moderate 4= Very 5 = Extreme

19 DMAIC LITE STORYBOARD IMPROVE CHECKPOINT 10 Work System #5: Facilities Service Department (Mr. Curry & Mr. Theodore) Process # 8 Owner: - 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 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. PROJECTED START DATE PROJECTED END DATE Week 1 Week 7 ACCOUNTABLE PERSON & Team SUPPORT ORGANIZATION Print Shop Area Superintendent s Offices ESTIMATED COST 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 & 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 & Team Print Shop Technology Services Less than $1000 labor and materials each year.

20 KWP4 Action Plan - Perform Custodial Support Custodians are not being made aware of the custodial certification trainng classes. Classes are Root Cause: Date: 26-Jan-09 bing held on weekends. Countermeasure: Develop a training ad program to hold classes during the workweek. Owners: Practical Method: Us department staff to design the ad campaing and certification training schedule. No. Task Accountable Person Weeks 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 1 Conduct kickoff meeting & Team Scheduled Completed 2 Design Advertising Campaign & Team Scheduled Completed 3 Develop / Design Training Course & Team Scheduled Completed 4 Get Campaign, Course and Course Schedule Approved & Team Scheduled Completed 5 6 Broadcast Pilot Training Course Conduct Pilot Training Scession & Team Training Custodian Supervisor Scheduled Completed Scheduled Completed 7 Rollout District-Wide Training & Team Scheduled Completed Scheduled Completed Scheduled Completed

21 MANAGE ENVIRONMENTAL, Macro Process: SAFETY, CASUALTY AND CODE COMPLIANCE Process Owner: J. Powers Document Title: Process Improvement Document Tree MANAGE ENVIRONMENTAL, SAFETY, CASUALTY AND CODE COMPLIANCE MACRO FLOW CHART Key Work Processes 1-5 MACRO PCS MACRO DMAIC LITE STORYBOARD MACRO PRIORITY PROCESS SELECTION MATRIX FORM MACRO KEY IN-PROCESS MEASURES DETERMINATION SYSTEMS FORM KWP3 MONITOR & COMMUNICATE REGULATORY NON-COMPLIANCE FLOW CHART MACRO DMAIC LITE STORYBOARD MACRO PRIORITY PROCESS SELECTION MATRIX FORM KWP3 ACTION PLAN(s) KWP3 COUNTERMEASURE MATRIX KWP3 INDICATOR DATA KWP2 INSPECT FACILITIES & INFRASTRUCTURE FLOW CHART KWP2 DMAIC LITE STORYBOARD KWP2 PRIORITY PROCESS SELECTION MATRIX FORM KWP2 ACTION PLAN(s) KWP2 COUNTERMEASURE MATRIX Note 1 KWP2 INDICATOR DATA KWP4 CUSTODIAL SUPPORT FLOW CHART KWP4 DMAIC LITE STORYBOARD KWP4 PRIORITY PROCESS SELECTION MATRIX FORM KWP4 ACTION PLAN(s) KWP4 COUNTERMEASURE MATRIX Note 1 KWP4 INDICATOR DATA 1st DMAIC Lite Storyboard 2nd DMAIC Lite Storyboard 3rd DMAIC Lite Storyboard Note 1: May be required if flow chart has internal work process in addition to individual steps.

22 EZ DMAIC 20 CHECKPOINTS DEFINE MEASURE ANALYZE IMPROVE CONTROL Plan Do Check Act Macro Process Name: Environmental Safety & Code Compliance Key Work Process: KWP4 Perform Custodial Support Work System / Leader: Ed Curry DMAIC Status: Improve Cycle: Yes Process Owner: 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 EZDMAIC SM is a registered Service Mark of ets Inc. ~ Copyright 2009, ets Inc. Page 1

23 EZ DMAIC 20 CHECKPOINTS DEFINE MEASURE ANALYZE IMPROVE CONTROL Plan Do Check Act 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: 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 EZDMAIC SM is a registered Service Mark of ets Inc. ~ Copyright 2009, ets Inc. Page 2

24 EZ DMAIC 20 CHECKPOINTS DEFINE MEASURE ANALYZE IMPROVE CONTROL Plan Do Check Act 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: 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 EZDMAIC SM is a registered Service Mark of ets Inc. ~ Copyright 2009, ets Inc. Page 3

25 EZ DMAIC 20 CHECKPOINTS DEFINE MEASURE ANALYZE IMPROVE CONTROL Plan Do Check Act 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 (online) 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: 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 EZDMAIC SM is a registered Service Mark of ets Inc. ~ Copyright 2009, ets Inc. Page 4

26 EZ DMAIC 20 CHECKPOINTS DEFINE MEASURE ANALYZE IMPROVE CONTROL Plan Do Check Act 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, 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, [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: 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 EZDMAIC SM is a registered Service Mark of ets Inc. ~ Copyright 2009, ets Inc. Page 5

27 EZ DMAIC 20 CHECKPOINTS DEFINE MEASURE ANALYZE IMPROVE CONTROL Plan Do Check Act 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: 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 EZDMAIC SM is a registered Service Mark of ets Inc. ~ Copyright 2009, ets Inc. Page 6