# Presentation: 736140

**Categorizers (CAT) Team Workshop/Lunch #2005-02**

## OUR AGENDA!

**Workshop Goals**
**Who said that?**
**ORPS Trending**
**CAT Form Entries **
**Programmatic Bins **
**Cat Chat**
**Customer Service**
**Meeting Evaluation and Wrap-up**
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## CAT Team Workshop

_**Workshop Goals:**_
-  To EVALUATE and CONTINUOSLY  IMPROVE the BNL Occurrence Reporting Program.
-  To MAINTAIN a baseline categorization process such that reportability decisions are both VALID and CONSISTENT.

-   **CAT**

## Who Said That?

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**    ****Whilst attempting to explain a discovery he was asked, 'But, after all, what use is it?' **
**    ****____________replied, 'Why sir, there is the probability that you will soon be able to tax it.'**
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## BNL ORPS Report StatusFY 2005 (End of Month)

## ORPS Corrective Action StatusFY 2005 (End of Month)

## Past Due ORPS Actions(ORPS - Transportation of Solidified Liquid Low-Level Waste) 

**Revise the "Evaluation of Seller QA Programs" subject area to provide more definitive criteria concerning the need to evaluate suppliers of A1 and A2 OFF- THE-SHELF items.**
**We are in the final stages of testing the web-based system (SES) that is linked to the subject area. Upon completion of satisfactory testing, the subject area will be issued.**
**Work on subject area is ongoing. **
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## ORPS Reports and ActionsJune 30, 2005

**ALD**

## BNL ORPS by Calendar Year Report Submitted

**As of 07/08**

## CAT Electronic Entries

**04/01 – SC, D****ebris was found along North Street near the east gate **
**04/01 – SC, Unexpected Discovery of Hazardous Energy Source (SC3)**
**04/06 – SC, ****1-5 gallons of hydraulic on pavement at Bldg 515 **
**04/06 – SC, Halon System Configuration & Control issue at Bldg 515**
**04/19 – MB, ****Worker breaks finger while climbing ladder @ AGS**
**04/20 – MB, Haz concerns associated with energized mag @ NSLS**
**04/21 – MB, Post-doc faints when taking blood samples @ 490**
**04/21 – MB, Worker injures back while moving drum @ WMD**
**04/24 – MB, Water main break near Bldg 488 **
**04/25 – RK, Smoke alarm from overheated plastic tubing @ Bldg 832**
**04/26 – RK, Minor injury when working on excavator**
**05/04 – KK, Sparking From ATR Main Magnet Cooling Water Pump**
**05/11 – SM, Tritium Release from Bldg 463**
**05/11 – KK, ****R.A. Cuts Hand/Requires Stitches ****@ Bldg 555**
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## CAT Electronic Entries

**05/16 – KK, Hyd oil leak of ~ 1-5 gallons @ Bldg 555 703**
**05/16 – AL, ESD truck backs into parked car @ Bldg 801**
**05/18 – AL, ~1/2 gal diesel oil spill from EG near Bldg 610 **
**05/25 – AL, Electric heater in firehouse caught fire**
**05/26 – KS, Strike of Pre-identified LV Comm Cable @ Bldg 811 **
**05/26 – KS, Technician Cuts Thumb During Cable Repair ****@ Bldg 811**
**06/07 – SC/ES, Personnel Exposure to Excessive Noise **** (SC-3)**
**06/07 – SC, Fire in GEM Vehicle Storage Comp Outside of Building 599 **
**06/07 – PB, Researcher transport Rad experiment in private vehicle**
**06/07 – PB, ****Radioactive contamination found on clothing**
**06/10 – SC, Small quantities of Rad Mat detected by BNL Vehicle R.M.**
**06/14 – MB, < 1 Gal "Vegetable Based" Hyd Fluid Spill at Bldg 209**
**06/15 – MB, ~ 1 Gallon ****Diesel Fuel Spill near Bldg 120**
**06/17 – MB, Adult male transported to hospital due to illness**
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## CAT Electronic Entries

**06/21 – ES, White Powder Substance Found Behind Bldg 657**
**06/24 – RK, <1 gallon Hyd Fluid Spill by Bldg 912 ashphalt**
**06/28 – SC, 15/140 Tone Alert Radios (Plectron Replacements) inoperable**
**06/28 – SC, ****Syringes (w/needles) found in ****Trash Receptacles @ Bldg 725A**
**06/30 – SC, ~2 inches (150 -200 gallons) of water floods BMRR  **** **
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## ORPS Reportable and Nonreportable Cat Entries

- 25

- 46

- 37

- 32

- 20

- 20

- 24

- 31

- 9

- 9

- 10

- 9

- 12

- 12

- 9

- 2

- 0

- 5

- 10

- 15

- 20

- 25

- 30

- 35

- 40

- 45

- 50

- 03-4

- 04-1

- 04-2

- 04-3

- 04-4

- 05-01

- 05-02

- 05-03

**Fiscal Year Quarter**

**Number of Events**

- Nonreportable

- Reportable

- Nonreportable Average

- Reportable Average

## Programmatic Bins

**Personnel Contamination**
**Medical Department**
**NSLS**
**Physics**
**CA-D**
**BGRR Project**
**Utilities Struck**
**Railroad Tracks**
**Material Transportation**
**Electrical Shock Hazards**
**Material Handling Issues**
**Waste Management **
**Chemistry**
**Environmental Restoration ****(new bin) **
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## Programmatic Review

**Personnel Contamination – 2004**
**04/14 – 5,000 dpm on top of worker’s shoe at BGRR (RAR) **
**05/21 – <50,000 dpm cont on experimenters at AGS**
**08/31 – ~ 200 dpm/100cm2 on experimenter at PET**** **
**Personnel Contamination – 2005**
**02/02 – Personnel Contamination at Cyclotron**
**02/08 – ****Radioisotope Production Lab Contamination Identified @ 901 **
**03/30 – 14,000 dpm of beta/gamma on sneaker at PET  **
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## Programmatic Review

_**Medical department, 2004**_
**01/27 – MEL hot cell filters not replaced at age of 66 months**
**02/03 – Water leak floods 490 with 150 gallons**
**02/03 – Slip and fall on slick floor **
**03/10 – Failed HEPA filter efficiency test at B-801**
**03/12 – 20ml leak from D-waste storage tank in B-801**
**04/08 – Chill water spill at 801 during seasonal flushing**
**04/28 – BLIP target shaft leaks water to secondary containment**
**05/09 – New target window at BLIP leaking**
**05/25 – Herpes-B Virus Precautions in Animal Facility (SC3)**
**07/30 – Minor leak from “D” waste valve in B-801**
**08/10 – Minor I-135 spill in B-490 (RAR)**
**08/16 – Carpenter drills into water line in B-490**
**10/29 – RWP and Trans Safety Violations in B-490 (SC3) **
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## Programmatic Review

_**Medical department, 2005**_
**01/17 – Steam Leak in Basement of Building 490**
**01/26 – Meth Chloride Spill and Overexposure @ 490 (SC3)**
**04/21 – Post-doc faints when taking blood samples @ 490**
**06/07 – Researcher transport Rad experiment in private vehicle**

## Programmatic Review

_**NSLS, 2004**_
**01/16 – Pre-action SS spurious trip **
**02/07 – Unapproved work in laser hutch (Bldg. 729)**
**04/18 – Unauthorized SDL operation**
**05/13 – Window pane falls from second floor**
**06/03 – Improper cable connection on exp floor  **
**07/12 – Worker feels mild electrical tingling in his finger**
**07/22 – Hydrofluoric Acid Contamination of Technician**
**08/07 – Trace amts. of H-sulfide leaked from gas cylinder **
**08/10 – Worker experiences electric shock (SC3)**
**09/22 – Voltage leakage through hook on crane at NSLS**
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## Programmatic Review

_**NSLS, 2005**_
**03/03 – ****Suspect Bolts Found in Crane During Inspection @ NSLS (SC4)**
**04/20 – Haz concerns associated with energized magnet**
**06/28 – SC, ****Syringes (w/needles) found in Research Laboratory**
**   ****Trash Receptacles @ Bldg 725A**
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## Programmatic Review

_**Physics, 2004**_
**07/01 – Laser interlock check overdue by 3 weeks @ ATF**
**10/21 – Trimmed tree branch breaks window at physics**
_**Physics, 2005**_
**04/25 – Smoke alarm from overheated plastic tubing @ Bldg 832**

## Programmatic Review

_**CA-D, 2004**_
**01/13 - Worker breaks ankle while preparing for cable pull (SC3)**
**03/22 - Welder’s helper receives minor eye irritation**
**05/17 - Damaged detector at STAR after 10 foot drop**
**05/21 - <50,000 dpm cont on experimenters at AGS**
**07/14 - Fire in a RHIC RF cavity power supply in Bldg 1004A**
**08/11 - Heating element inside cold box causes burn to hand (SC 3)**
**10/15 - Potential fire hazard in AGS cable tray (SC4)**
**10/15 - Low voltage leakage through hook on crane at bldg 930**
**11/08 - Fire Inside Power Supply Cabinet (SC4)**
**12/02 - Unauthorized access into the STAR hall**

## Programmatic Review

_**CA-D, 2005**_
**01/07 – Employee falls while walking (Reason Unknown, SC3)**
**02/09 – ****Slip and Fall Results in Hairline Fracture of Kneecap (SC3)  **
**03/14 – Cooling Water Leak at LINAC due to stuck open relief valve **
**02/22 – ****High pH detected at recharge basin HTW, Bldg 930**
**04/19 – ****Worker breaks finger while climbing ladder @ AGS**
**05/04 – Sparking From ATR Main Magnet Cooling Water Pump**

## Programmatic Review

_**BGRR Project, 2004**_
**04/14 - 5,000 dpm on top of worker’s shoe (RAR)**
**05/03 - Leakage of cont water from Sea-Land Container (SC4)**
**05/11 - Filter cart sep from resp during work in rad/cont area (SC3)**
**09/03 - DSB work performed outside of procedure (SC4)**
**10/05 - Injury due to steel plate falling at bldg 701 (SC3)**
_**BGRR Project, 2005**_
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## Programmatic Review

_**Utilities struck, 2004:**_
**04/19 – Electrical utility conduit strike (SC3)**
**07/07 – Domestic water main strike**
**09/07 – Comm. cable severed during excavation work**
**12/09 – Unexpected **_**discovery**_** of 2.4K deenergized cables during excavation**
_**Utilities struck, 2005:**_

## Programmatic Review

_**Railroad Tracks, 2004**_
**09/03 - Empty railroad car derailed at BNL track switch**
**09/04 - Off-site train car derailment (SC4)**
**09/14 - Inadequate rail safety procedures (SC4)**
_**Railroad Tracks, 2005**_
**01/05 - Empty Railroad Car Derailed**
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## Programmatic Review

_**Material Transportation, 2004**_
**	****-  06/25 - B-52 waste cont support chnl rain water accumulation (SC4)**
**	****-  07/26 - ****Transportation of Solidified Liquid Low-Level Waste**** (SC1)**
**    **_**Note:**_**  “suspected radioactive contamination occurs involving shipment of radioactive materials” = SC1**
_**Material Transportation, 2005**_
**03/17 – Excessive Drainage from BNL Rail Cars arriving at Envirocare (SC3)**

## Programmatic Review

_**Electrical Shock Hazards, 2004**_
**07/12 - Worker feels mild electrical tingling in his finger @ NSLS**
**08/10 - Worker experiences electric shock @ NSLS (SC3)**
_**Electrical Shock Hazards, 2005**_
**04/01 - Unexpected Discovery of Hazardous Energy Source @ Magnet Division (SC3)**

##  Programmatic Review 

_**Material Handling Issues, 2004**_
**03/05, Load Falls off Flatbed Truck, (SC3)**
**03/24, Recurring Material Handling Problems, (SCR)**
**05/17, Damaged detector at STAR after 10 foot drop**
**06/11, 500 # steel block falls (3 – 4 feet) from forklift**
**10/05, Injury due to steel plate falling at bldg 701 (SC3)**
_**Material Handling Issues, 2005**_
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##  Programmatic Review 

_**Waste Management, 2005**_
**01/07 – WMD Worker Enters Controlled Area with Expired Training**
**06/30 – ~2 inches (150 -200 gallons) of water flooded the equipment level at the BMRR**
**04/21 – Worker injures back while moving drum **

##  Programmatic Review 

_**Chemistry, 2005**_
**02/02 – Personnel Contamination at Cyclotron**
**02/08 – ****Radioisotope Production Lab Cont Identified @ 901**
**03/30 – 14,000 dpm of beta/gamma on sneaker at PET**
**05/11 – ****R.A. Cuts Hand/Requires Stitches ****@ Bldg 555**

##  Programmatic Review 

_**Environmental Restoration, 2005**_
**05/26 – Technician Cuts Thumb During Cable Repair ****@ Bldg 811**
**06/07 – Personnel Exposure to Excessive Noise **** (SC-3)**
**06/21 – White Powder Substance Found Behind Bldg 657**

## Delightfully Exceptional Customer Service(A Training Session Re-cap – My View!)

##        Outline

**First Impression**
**Channels of Communication**
**Service Quality**
**The List of 20**

## The Moment of Truth

**How long does it take to make a first impression?**
**In those first 7s, how many impressions do you make?**
**A****ppearance**
**S****mile**
**B****ody Language**
**E****ye Contact**
**V****ocal Quality**
**A****ttitude**
**“****Do **_**SOMETHING**_** ****that makes you **_**DIFFERENT**_** and **_**UNIQUE**_**.”**

## EYE CONTACT

**Establish a relationship**
**“****I’m speaking to what I see in your eyes.”**
**Windows of the soul**
**Eye contact is a matter of punctuation.  It’s the registration of an idea, a phrase, a single word, during a continuous linking of the eyes.**

## The Three Channels of Communication:

**V****erbal ****(7%)**** - The actual words**
**V****ocal ****(38%)**** - How you say the words (tone/pacing)**
**V****isual ****(55%)**** - How you look when you say the words (attitude)**
**Deepest needs of all people, to be:**
**Validated**
**Understood**
**Appreciated**
**In short, we all want to be loved!**

## Nonverbal Communication

** ****Smile**
** ****Open Body Posture**
** ****Lean Forward**
** ****Eye Contact**
** ****Relax**

## Customer Service

**“****Folks want service”**** – Quality and Level of Service**
**Meeting **_**needs**_** in regard to what you are delivering**
**5 Factors of Service Quality (RATER)**
**R****eliable**
**A****ssurance  -  TRUST = Confidence + Competence**
**T****angibles  -  What’s in it for me?**
**E****mpathetic  -   Meet the **_**NEEDS of the INDIVIDUAL**_
**R****esponsive  -  Timeliness**
**UNDER promise and OVER deliver**
**HOW does the server respond when something goes wrong?**

## Win Over Nasty/Angry Customers with ASAP

**A****pologize – Fix the person, then the problem**
**S****ympathize**
**A****ccept Responsibility**
**P****repare to Help**
**Building Customer Rapport**
**G****reet**
**A****sk**
**A****cknowledge ****EMOTIONS**

## A Law To Live By!

**In order to understand what another person is saying, you must assume that is is true and try to imagine what it might be true of.**
***Psychologist George Miller***
**That is: The proper response when someone says, "My toaster is talking to me!" is "What is your toaster saying?", followed by very careful and attentive listening. **
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## Final Thoughts

**Don’t Forget To Strive To Achieve ****FABLED**** Service!**
**FABLED Service gets talked about**
**Create a List of 20**
**If you can’t do your job really well somebody else will.**
***Tom Peters***

## CAT Team Workshop

**CAT Team Action Item Review**
**Meeting Evaluation and Wrap-Up**
- _[ ](http://sports.yahoo.com/mlb/teams/bos)_