Issues Management at the Hanford Nuclear Reservation Tank Farms

1. Issues Managementat the Hanford Nuclear Reservation Tank Farms September 13, 2004

2. CH2M Corrective Action Management • Problem identification, Tracking and Trending • Zero threshold reporting by any employee or subcontractor • Problem Evaluation Request (PER - electronic form) • Electronic routing for problem review • Operations control center review each shift • QA review daily (assignment of trend codes) • Senior management review daily • Electronic action tracking (E-STARS) • PER resolution assignment • Corrective Action assignment • Trend Analysis • Leading indicators • Lagging indicators

3. What is PER? • An electronic form used to document problems/issues/concerns • Web-based application • Intuitive, easy to learn system • “zero-threshold” reporting of conditions adverse to quality, safety, and health • Multiple review cycles – timely management attention • Avenue to document causal analysis, generate corrective actions, and obtain trending information for continuous improvement

4. Six steps to PER • Identification (PER initiator tab) • Operations Control Center Review • Timely review for operability, reportability, and notifications • PER Screening • Representative screening for ownership, significance, and assignment of trend codes • Senior Leadership Review • VP and Director level review of plant problems • PER Resolution (graded approach to issues management) • Six levels of significance (Invalid, Trend, TUF, PIE/CIM, PER, SIGPER) • PER Closure

5. PER Screen Example

6. What is E-STARS? • An electronic action tracking system that interfaces with the PER system • Web-based application • One system to initiate, track, and close actions • Intuitive, easy to learn system • Interfaces with external systems (e-mail, document control, job control, etc) • Real-time “in-transit” action status • Supports ad hoc and structured workflow

7. E-STARS Screen Example

8. Proven Performance • Addressing ISMS Core Functions & Guiding Principles • Core Functions • Define Scope of Work • Perform Work within Controls • Provide Feedback and Continuous Improvement • Principles • Line Management Responsibility for Safety • Clear Roles & Responsibilities • Balanced Priorities • Operations Authorization

9. Implementing ISMS • Audits and assessments identified the company had excessive action tracking systems, lack of control and proper visibility of program critical activities • CH2M HILL reduced corrective action delinquency rate to single digits • Current delinquency rate of less than 3% • Retired 9 legacy action tracking systems • Reducing site wide O&M costs • Providing visibility and accountability of all critical corrective actions to senior leadership • Daily senior leadership meetings rely on daily reports and metrics pulled from E-STARS

10. PER Delinquency Rate

11. Feedback and Improvement • CH2M PER Trending Program • Leading indicators: assigned during PER screening process by QA Manager • Price Anderson Amendment Act (PAAA); measure of compliance to Nuclear Rules • Work Process; characterization of work activity occurring during event • Functional Area; high level company function impacted by event • Consequence; actual or potential consequence of the event • ISMS • Lagging indicators: assigned during PER resolution by Responsible Manager • Causal Analysis Tree (CAT) codes; post event trending of associated cause(s)

12. Trend Program Features • Early characterization for leading indication • Early identification of issues prior to them becoming significant events • Management Review Thresholds • Action levels set based on best business practice goals • Statistical Thresholds • Statistical control limits set at +/- 3 sigma • Monthly characterization of key elements • Common cause analysis performed for those above Management Review or Statistical control limits • Quarterly trend program health report • Indicator panel style presentation of program health

13. Example: Work Planning

14. Why a Best Practice? • Demonstrating proven performance with Hanford’s accelerated tank waste cleanup mission • Used to implement ISMS • Maximizing return on government investment • Enhancing productivity through technology integration • Building collaborative partnerships

15. Maximizing ROI • Maximizing Return on Government Investment • Developed at DOE Richland and shared with other federal agencies • US Air Force • Correspondence staffing and control - Information management requirements • Gap Analysis – 90% match, Operation Assessment • Health & Human Services • Centers for Medicaid & Medicare to monitor program management action items • Positioning for Army, FBI, and Defense Travel System • E-STARS v4.0 was sponsored by the Air Force • Approximately $1M in product enhancements at no additional cost to DOE

16. Conclusion • Corrective Acton Program • Identify issue • Take immediate/compensatory action • Assign significance and ownership • Senior Management input • Causal Analysis and Corrective Action Planning; graded approach • Feedback and Continuous Improvement (Trend data) • Contacts: • Marnelle Sheriff, CH2M Corrective Action Program Manager, (509) 376-2096, marnelle_l_sheriff@rl.gov • Debbie Hovley, LMIT PER/E-STARS Program Manager, (509) 376-8204

17. Q & A • Questions?