Progression of Wells Fargo’s Office Ergonomics Process — Results Presented by: LaQuandra Jones, Loss Prevention Specialist, Wells Fargo Tony Silva, Atlas Injury Prevention Solutions
Agenda ▪ About Wells Fargo ▪ Ergonomics Process ▪ Tiered approach: ▪ Training and self-correction ▪ Internal evaluators ▪ External evaluators ▪ Challenges/Opportunities ▪ Current Program ▪ Initial Results 2
About Wells Fargo Diversified, community-based financial services company Vision: “We want to satisfy our customers’ financial needs and help them succeed financially.” ▪ 268,000 team members ▪ 8600 locations ▪ More than 90 businesses in 36 countries & territories 3
Wells Fargo Risk & Insurance Management Charged with protecting Wells Fargo from accidental loss or losses which would significantly affect personnel, property, finances or the ability of the Company to fulfill its obligations to our customers, shareholders, team members and the community. 4
Loss Prevention Responsibilities ▪ Preventing and/or reducing the frequency and severity of injuries to team members, customers and visitors ▪ Preventing and/or reducing property losses ▪ Managing, responding to and consulting on safety and health 5
Wells Fargo Ergonomics Process Key Points: ▪ Applies to all team members ▪ Offices, distribution, vaults ▪ Proactive approach focuses on making changes when risks have been identified ▪ Incorporating ergonomics into the design phase of a new facility or process, and the purchasing of new equipment or tools 6
Tiered Approach to Control Risk Factors ▪ Training and self-correction ▪ Online software where team members go through training, self-assessment and self-correction ▪ Voluntary ▪ For both new hires, interoffice moves ▪ Internal evaluators – SECs ▪ External evaluators ▪ Used when an SEC is not onsite ▪ For more complex cases ▪ E.g., for accommodation cases involving medical issues, disabilities 7
History of the SEC Program ▪ In existence for 25 years ▪ Repetitive Strain Injuries (RSIs) are the 2 nd most common cause of WC claims ▪ Spread ergonomics awareness ▪ Help business lines decrease cost of 3 rd party ergonomic vendors 8
Who are SECs? ▪ Selected by management or have management approval ▪ Trained on basic office ergonomics ▪ Day 1 is basic ergonomics awareness ▪ Day 2 is how to perform evaluations and how to conduct training for their teams ▪ Certified to conduct internal ergonomic evaluations 9
Requirements for Certification ▪ Complete initial two day training ▪ Complete one ergonomic evaluation within 30 days of training class ▪ Perform six evaluations per certification year ▪ Complete 20 ergonomic credits every two years 10
Historic Positive Program Outcomes ▪ Legion of individuals with a high level of office ergonomics awareness ▪ Being able to immediately respond to site needs without additional cost of an external evaluator ▪ Providing training sessions e.g., lunch n’ learns 11
Historic Program Challenges ▪ Evaluators with basic ergonomics knowledge ▪ High turnover ▪ Providing training to SECs ▪ Training is in-person, onsite by Loss Prevention team ▪ Evaluators at 25 locations ▪ Expanding program to new locations ▪ Growing demand with new design 12
Administrative Challenges ▪ Large number of evaluations completed annually with lack of data management ▪ Pen and paper forms ▪ No measures on: ▪ Quality of evaluations ▪ Timeliness (meeting 7 day metric) ▪ Tracking of closure of recommendations ▪ No formal follow-up or check for success 13
Current Program 1. Moved to web based training 2. All evaluations, recommendations and tracking completed using a web based solution 14
Web Based Training ▪ Reduced class length from 2 days to 4 hours ▪ Moved from general ergonomics awareness to more focus on principles of ergonomics that apply to any scenario (sit, stand, tablet, laptop, desktop, etc.) ▪ Majority of time spent on how to complete an evaluation and selecting office ergonomic solutions ▪ Behavioral and products ▪ Blended learning model ▪ Web-based training with learning verification assignment ▪ Apply knowledge in real scenarios and get feedback from experts 15
Learning Verification and Feedback Loop ▪ This step is critical when training is delivered via the web to ensure competence in new evaluators (research shows that web based/e-learning is not very effective for application based training). ▪ Created “learning verification” assignment that is completed at the end of the training session and provides feedback ▪ Review first 3 evaluations that are performed to ensure accuracy and to provide feedback to evaluator 16
Web Based Solution ▪ All evaluations, recommendations and tracking are now completed using a web based solution ▪ Easily accessible via tablet or phone ▪ Eliminates non-value added data input resulting in time savings ▪ Initiated by self-assessment survey completed by team member which puts some “skin in the game” from them 17
The Process
The Process
Media Upload
Team Member Risk Evaluation ▪ Risk Considerations + ▪ Discomfort: Current Problems ▪ Ergonomic: Future Problems Discomfort Risk ▪ Other Concerns: Ask Questions Other Concerns - Ergonomic Risk
The Process Confirm risk and define recommendations
The Process Tailor the employee’s workstation for their individual needs
The Process Implement recommendations that can be done so immediately
The Process Review a Setup Guide with the employee
The Process Review a Stretch Guide with the employee
The Process
The Process
The Process
The Process
The Process Standard product list utilized to ensure right product is selected
The Process Help guide users on when to recommend a certain product 32
The Process Guide to possible causes and solutions based on complaint/discomfort 33
The Process
The Process
The Process
The Process Discomfort Follow-up Surveys
Initial Results ▪ Reduced training time and cost (reduced travel) ▪ Web based training effective ▪ 93% of participants successfully completed learning verification exercise ▪ Reaching multiple locations during a single training ▪ Automating SEC process ▪ Addressed difficulties with administering the old process; keeping up with evaluations, keeping records (files); maintenance of evaluation form;
Training Class Comparison – Live vs. Web ▪ Liked convenience of being at desk for training rather than traveling to other facility ▪ A written protocol/guide helped made assessment activity easier, rather than referring back to a full PowerPoint ▪ Knowledge check approach was easy to complete (used existing online system) ▪ Missed the class interaction 39
Online vs. Paper Based ▪ Positives ▪ Easy access to system ▪ No requirements for data/file storage (all stored online) ▪ Team member has some engagement prior to completing a face-to-face assessment ▪ Easier to track status of evaluations for a site lead ▪ Easy to complete follow up (now automatic vs. manual) 40
Recommend
More recommend
