Accountablean Lead ebook

‘Accountable’ Leads Guidance Booklet Accountable in everything we do,Working together for continuous improvement

Contents• Welcome• What’s it all about?• Role Profile• Daily Accountability Audit• Weekly team meeting• How to action suggestions• How to raise a WOW• Accountable Significant 6• Lean Significant 6• Frequently asked questions• Useful Numbers

WelcomeWelcome to the team, and a massive thank you for volunteering to be part of your bays ‘Accountable Team’. By joiningthe team, you are forming part of a much wider network of ‘Accountable Leads’ operating all over the company who, justlike you, are working together with the bay teams to help maintain levels of compliance and identify areas forimprovement. These areas often range, and can be through finding areas that can be improved by the company, installingnew or additional equipment or improving the working practices. Naturally there may be times where despite all of thetools and processes being in place, choices may be made which are at odds with the expected behaviour. It is here thatthe real skill as being part of the team comes into play. You will be part of trying to understand the reasons why a decisionhas been made and if and when required challenging and encouraging people’s attitude to ensure that the companyoperates to a high standard and secures its place is being a leading Maintenance & Repair Organisation (MRO).What’s it all about?In June 2014, KLM UK Engineering launched the ‘Accountable’ Significant 6 behaviours which were widely communicatedto the organisation through the use of poster campaigns and videos showing some of the tragic incidents that havehappened to the aviation, and how we as an organisation at times fall short of the expected and legally required standardswhen performing maintenance. The message was accepted by all to be a crucial part of the daily work routine, but in thesix months that followed, it was quickly identified that full implementation of the ‘Significant 6’ behaviours weren’t alwayshappening with staff reporting a host of barriers that minimised the ability or desire of staff to work to the newlycommunicated standards.With the rollout of the Lean Significant 6, the connection between the two values was quickly noted, hence the jointeffort. The identification of Waste and the application of Lean thinking to eliminate this is key to effective continuousimprovement, but it will also make it easier for the teams to be accountable and meet the expected levels of compliance.Knowledge of Lean is not essential for you to perform your duties as a Lead, but training will be provided at a later date.“Lean Belts” will be identified within the bays who can help you and the rest of the team with any questions you mayhave, and you will also have the full support of the Black Belts for this. Some Lean explanation is included later in thisguide, but only as a quick reference.How much time will it take?The role of ‘Accountable Lead’ is designed to go alongside your full time role. Whether you are a Mechanic, MaintenanceOperative, Technician, the role should take no more than 40 minutes of your daily shift. This encompasses a daily walkaround, updating of the ‘Accountability Spreadsheet’ and where necessary coordinating the weekly team meeting. You willbe issued separately a barcode to swipe to when performing your duties, which is issued personally to you.

Role Profile Bay Accountable LeadsBackgroundKLM UK Engineering launched the Accountability Significant 6 in June 2014. The six topics were identified throughanalysis of the Organisations Safety Management System (SMS) Occurrence Reports and Audit Non Conformances. Thelaunch of the six topics was conveyed through videos, posters and other promotional material. Following the launch ofthe Significant 6, the role of “Bay Accountable Lead” has been identified to continue the momentum of the campaign,identify any barriers to implementation of the Significant 6, and drive cultural change amongst staff at shop floor level.InformationThe role of Bay Accountable Lead is crucial to ensuring the continued flight safety of Customer’s aircraft whenundergoing maintenance at KLM UK Engineering (KLMUKE). The role is fundamental in providing a voice for membersof the maintenance staff to identify barriers that are preventing them from demonstrating the behaviours associatedwith the Accountable Significant 6 message. As Bay Accountable Lead, you will be working with all grades of staff tofacilitate the implementation of solutions to the problems identified, and to ensure that staff feel engaged and includedin problem solving and involved with the implementation of ideas.ObjectiveTo drive and encourage standards within the maintenance environment focussing on the Accountable ‘Significant 6’behaviours, whilst highlighting continuous improvement initiatives to help sustain these standards.ReportingThe Bay Accountable Lead will report to both the bay Project Manager and Organisations Accountable Lead.Duties • Facilitate the completion of daily ‘Accountability Audits’ • Populate the ‘Accountability Audit Spreadsheet’ on a daily basis • Brief the team at the morning team briefs of any findings identified as a result of the ‘Accountability Audit’ • Facilitate ‘Accountability Weekly Team Meetings’ • Escalating issues identified that cannot be solved with the maintenance bay • Be an ambassador for the Accountable Significant 6 message



Accountable Lead – Guide 1Daily ‘Accountability Audit’InformationThe daily ‘Accountability Audit’ is a crucial part in measuring the standards within the bay relating to theSignificant 6 behaviours. The daily audit measures all areas of the aircraft relating to the Significant 6behaviours of Housekeeping, Tool Control, Task Sign Up and Communication.ResourcesTwo people are required to facilitate the daily audit.ProcedureThere are two daily audit sheets; these combined cover the audit areas for the entire bay. The dailyaudit sheet should be carried out by one of the nominated ‘Accountable Leads’ between 07:00 and07:30. Once completed, the results of the audit should be communicated to the team at the 07:30morning team meeting.Flow Chart Audits sheets located on the bay notice board Daily walk round andAudit sheets completedTeam briefed by theAccountable Leads Daily audit sheets Accountabilityscanned into the system spreadsheet accessed ‘Accountable from the ‘Safety &Spreadsheet’ populated Compliance home page by Accountable Leads

Accountable Lead – Guide 2Weekly Team MeetingInformationThe weekly team meeting is an opportunity for the team to ‘get together’ and discuss the week. Thismeeting is a formalised way to feedback to the team any systemic items identified as failing followingthe results of the ‘Accountability Audits’. In addition to this, any improvement ideas suggested by theteam should be presented.ResourcesAll of the Accountable Leads on shift should facilitate the weekly team meeting.ProcedureThe weekly team meeting should be communicated by displaying the ‘Team Meeting’ poster. Areminder should be communicated at the morning team brief. Any ideas suggested should bediscussed at the weekly team meeting and a consensus from the team as to what action if any theteam feels should be taken.Flow ChartWeekly team meeting Standard team poster to poster displayed to be used. inform the teamAny documents required WOW submittedcopied in preparation for Ideas parked for end of check? the meetingSuggestions actioned as requiredIdeas post it note added to the pin board.

Accountable Lead – Guide 3 How to Action SuggestionsInformationThe team suggestions that are placed on the notice board will be reviewed weekly at the bay teammeeting as described in Accountable Lead – Guide 2. It is important though that at this stage, theideas are actioned correctly to ensure that they can be either logged or implemented in the right wayResourcesAll of the Accountable Leads are responsible for ensuring that the person who raised the idea aresupported to raise a WOW if required.ProcedureFollowing acceptance of the ideas, the ‘Accountable Leads’ must use the flow chart below for each ofthe ideas suggested to identify the correct course of action.Flow Chart Will the idea take No two people more than 1 shift day to implement?Yes Will the idea NoWOW raised cost more than £250 to implement? Yes ‘Postit’ note to be moved to the ‘Team Agreed’ section on the notice board. ‘During times of ‘low work’ during the aircraft input/end of check, Project Manager can direct staff to implement solutions.

Raising a WOW Selecting this wizard will create the following pages. Click the Next button to navigate through the wizard Add your details as instructed (Remember when you enter your name, start with your surname)

Add the details of your idea. Attachments such as photos or any scanned documents can also be attached to help explain your suggestion.Click on Finish tosubmit.A message will beautomatically sent tothe Lean Team and thereview will commence.

• Handover any uncompleted task comprehensively at the end of each daily shift• Maintain shift continuity and ensure an overlap across critical path tasks• Discuss significant risks for key tasks at each shift brief• Report occurrences or improvement ideasCommunication PP PALMER THIS TEXT SAYS NOTHING INTERESTING, INFACT IT HAS NO A truly inspirational, accountable, customer focussed and lean company. #Significant6REQUIREMENT TO BE HERE OTHER THAN THE FACT THAT WE ARE This text says nothing of interest, but has been included to make the poster look more like a movie trailer.

• Always use Approved DataApproved Data PP PALMER THIS TEXT SAYS NOTHING INTERESTING, INFACT IT HAS NO A truly inspirational, accountable, customer focussed and lean company.REQUIREMENT TO BE HERE OTHER THAN THE FACT THAT WE ARE This text says nothing of interest, but has been included to make the poster look more like a movie trailer. #Significant6

• Do not allow any awaiting inspection cards across a shift.• Inspect and sign-up all completed work at the end of each daily shift.• Record outstanding tasks, including specific task staging.Task Sign up PP PALMER THIS TEXT SAYS NOTHING INTERESTING, INFACT IT HAS NO A truly inspirational, accountable, customer focussed and lean company. #Significant6REQUIREMENT TO BE HERE OTHER THAN THE FACT THAT WE ARE This text says nothing of interest, but has been included to make the poster look more like a movie trailer.

• Induct staff consistently upon arrival at KLM UK Engineering.• Assess competence continuously and provide feedback.• Provide efficient and accessible training.• Challenge colleagues when necessary.Competence PP PALMER THIS TEXT SAYS NOTHING INTERESTING, INFACT IT HAS NO A truly inspirational, accountable, customer focussed and lean company. #Significant6REQUIREMENT TO BE HERE OTHER THAN THE FACT THAT WE ARE This text says nothing of interest, but has been included to make the poster look more like a movie trailer.

• Keep your work area clean throughout task execution.• Return tooling and equipment when no longer required for the task.• Clean down your teams work area at the end of your daily shift.• Report any damaged or missing items to the area supervisor.Housekeeping PP PALMER THIS TEXT SAYS NOTHING INTERESTING, INFACT IT HAS NO #Significant6REQUIREMENT TO BE HERE OTHER THAN THE FACT THAT WE ARE A truly inspirational, accountable, customer focussed and lean company. This text says nothing of interest, but has been included to make the poster look more like a movie trailer.

• Check tools at task completion and at the end of each shift.• Account for all tools and equipment.• Avoid unauthorised access to your toolbox.• Return specialist tools and equipment.Tool Control PP PALMER THIS TEXT SAYS NOTHING INTERESTING, INFACT IT HAS NO #Significant6REQUIREMENT TO BE HERE OTHER THAN THE FACT THAT WE ARE A truly inspirational, accountable, customer focussed and lean company. This text says nothing of interest, but has been included to make the poster look more like a movie trailer.

TOGETHER we are Waste Moonshine Elimination Lean by 6S ExampleCommunication Visual ManagementThree of the six blocks are especially relevant tosustaining the Accountable Significant 6

• Open your eyes to waste and work together to eliminate• Encourage colleagues to share ideas & implement best practice• Use Value Stream Mapping tools to identify & remove waste Waste Elimination See definition of WASTE on next page

Using DOWNTIME acronym to identify the eight wastes

• Use 6S methodology to create an organized workplace• Define a place for everything, and keep everything in its place• Reassure work area is organized when the job is complete 6S 6S description shown in figure on following page



• Create an environment where abnormalities are obvious• Simplify tasks to avoid mistakes• Use pictures as they say more than a 1,000 words Visual Management

Frequently asked questionsHow much time will I be required to carry out the role of ‘Accountable Team Lead’?The role has been designed to supplement your daily duties. You shouldn’t be required to spend more than40 minutes of your shift day carrying out the formal part of your role.I am not a Mechanic, am I still able to be part of the ‘Accountable Team’In short, yes. The team is designed to be inclusive of ALL members of the bay, and as such, no matter whatyour grade, you will be welcomed as part of your bay’s team.Will I have to confront people if they do something wrong?The word confront is definitely the wrong one to use. As a lead, if you notice that someone is doingsomething wrong, often a polite conversation acts as a gentle reminder, and people will happily work withyou. Remember, the role is about supporting the team, not simply focussing on the bad.What if the person I am talking to keeps doing what they are doing?If the standards are not right, and after talking to the person, they refuse to work together to find a solution,you are able to approach another member of staff whether they be as in a supervisory capacity or not to askfor support. If this doesn’t work, you should escalate the issued to the Project Manager. 99% of things thatarise however will never require such escalation.What if I witness something that is unsafe?It doesn’t matter whether you are part of the ‘Accountable Team’ or not. If you witness something that isunsafe and you are not satisfied with the solution, you should raise an Occurrence Report. This helpshighlight the issue to the Safety & Compliance Department who can take the necessary action to ensure theflight safety of the aircraft isn’t compromised.

Useful NumbersSite Maintenance x 4580Safety & Compliance x 4615Lean Sig Sigma x 4441Human Resources x 4513Luke Frost X 4615