Why Isn’t My Lab Perfect? Nan Thomey and Clint David Environmental Chemistry, Inc.

Why Oh Why

Common Mistakes Seen By Clients Wrong test method used Incorrect detection limits Omitted or extra tests Missed turnaround time Missed holding time Calculation errors

Top Reasons Human Error Communication Education and Training Experience

Human Error Even the highest degree of automation relies upon accurate input from people Garbage In, Garbage Out So how can we increase the accuracy of human input? Human error involved in most mistakes, but often not the true root cause

Common Causes of Human Error Misunderstanding requirements Complicated Processes Distracted Tired and overworked Insufficient training Inexperience Lack of Understanding

Misunderstanding Requirements Communication is the key Identify with client what and why they need testing Requires a true dialogue between lab and client Establish trust and don’t be afraid to ask questions Educate clients if needed

Complicated Processes Streamline processes Minimize the number of steps Simplify processes Clearly define and document procedures Don’t rely entirely upon ability to read and follow written instructions Facilitate and engage in active discussions

Inspect What You Expect Does employee (or client) seem engaged in discussion? Are there signs of fatigue during discussions Is there a sense of motivation? Are there signs of initiative being taken to prevent problems?

Education Requires a determination that person has the basic education needed to be effectively trained to execute a process Formal and informal “education” Understanding of the goals to be achieved

Training Must be interactive Must be repetitive Must be consistent Must be conducted by “experts” Must clearly identify goals Must be monitored to determine effectiveness

Experience There is no substitute for experience Minimize employee turnover Identify mentors Share knowledge among peers

Engaging With Today’s Workforce A discussion with Clint David, Vice President of Operations Dealing with the loss of experience as workers retire What it takes to effectively impart knowledge to a young workforce