An important step in any process is process improvement. The Project Manager, Line Managers, and individual workers are expected to provide feedback as appropriate. Providing feedback under Integrated Safety Management (ISM) principles allows for continuous improvement, as hazards are analyzed, information on the adequacy of controls is gathered, and line and independent oversight is conducted to develop and implement safety measures in the workplace. Procedures, practices, tools or equipment that can be adjusted or improved should be identified and discussed.
Safety is a crucial component of any Lessons Learned review. The RI Safety Roundtable meeting (refer to Appendix H, Environment/Health/Safety, Safety Controls and Oversight) will be the forum for discussion of safety concerns.
At the completion of a project, the Project Manager will, at a minimum, review the project for opportunities to improve upon the processes in future work.
7.6.1 Lessons Learned/Best Practices
The Project Manager identifies and documents substantive Lessons Learned/Best Practices from projects. This may require a meeting of the project team, including the client, EHS Team Lead, and Facilities Operations Team Lead. Lessons Learned/Best Practices are documented on the Lessons Learned/Best Practices form and included in the project files.
The Project Director reviews documented DCM Lessons Learned/Best Practices and schedules discussion time during department meetings to review. Depending on the subject, Lessons Learned/Best Practices may also be shared with other Facilities Departments. Lessons Learned/Best Practices with direct relevance to LBNL personnel outside the Facilities Division are considered for submittal via the LBNL Lessons Learned and Best Practices Program. The Project Director or designee facilitates the sharing of Lessons Learned/Best Practices outside the DCM.
The DCM Department Head and/or Project Director review completed projects with the assigned Project Manager. This review includes Lessons Learned/Best Practices, completed Customer Feedback Survey (refer to following section), and/or client feedback on the project solicited by the DCM Department Head or Project Director.
7.6.2 Customer Feedback Survey
Customer Feedback Surveys are provided to clients for all projects. This process is managed via the Maximo Work Order system. The DCM Department Head or designee reviews survey responses and takes appropriate action. Responses are tracked and reported in the DCM Performance Scorecard.
7.6.3 A/E and Subcontractor Evaluations
In consultation with the Procurement Department, the Project Manager completes the A/E and/or subcontractor evaluation forms, reflecting input from the Lessons Learned process, and forwards this evaluation to Procurement.
