1. “Into The Future” CCM Guidance draft version 2 June 2012

2. Concern & Countermeasure Sheets What Does CCM stand for? CCM stands for “Concern & Countermeasure” What is a CCM sheet used for? It is used to enable teams to prioritise concerns and identify those for which support is required from others, or those which are overdue for resolution

3. The CCM sheet is located in section D2 of your teamboard: Where do I find my CCM sheet? CONCERN & COUNTERMEASURE SHEET Team/Subject No.DATECONCERNCOUNTERMEASURERAISED BYWHO RESPWHENSIGN OFF NameAckn 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

4. What does a CCM sheet look like? CONCERN & COUNTERMEASURE SHEET Team/Subject No.DATECONCERNCOUNTERMEASURERAISED BYWHO RESPWHENSIGN OFF NameAckn 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

5. What are the benefits of a CCM sheet? It is a tool that improves the communication between Operatives and Management Promotes empowerment and ownership It fits with our “Continuous Improvement” approach It is a team based problem solving tool It is a highly visual method of tracking issues raised and issues closed or completed

6. So, what is the procedure for using the CCM sheet? 1) A concern has been identified by someone and is entered in the “Concern” column along with the date 2) The Countermeasure, or action required to resolve the concern, is agreed upon by the team and entered in the “Countermeasure” column 3) The name of the person raising the concern is entered in the “Raised by” column 4) The name of the person who would be responsible for resolution of the concern is entered into the “Who Resp. – Name” column, this can be colleagues, Team Leader, Supervisor, Contract Manager, etc...

7. 5) The responsible person acknowledges the concern in the “Ackn” column and enters a date for when the concern will resolved, or when feedback will be given 6) The responsible person assesses the concern and a decision is made on if it can be resolved 7) Feedback or resolution to the concern is given to the person who raised the concern on, or before the date entered in step 5 8) The concern raiser can then assess the response from the responsible person 9) If satisfied the concern raiser can then sign it off as complete. Only the person who raised the concern can sign off the concern, no-one else can do this!!! This is entered in the “Sign Off” column

8. Date and Concern Action req’d to resolve concern Who raised the concern Who is responsible and a signature or initial from responsible person Completion date Concern raiser signs off issue

9. But, what if I am not satisfied with the response to my concern? There are 2 possible reasons why the concern raiser may not sign off a concern on, or before the agreed date, these are: 1)The countermeasure, although agreed upon for the required action, is not complete on, or before, the agreed date Or 2)The countermeasure is deemed unfeasible, unrealistic or impractical by the responsible person

10. In the event of a concern not being complete on or before the agreed date: 1)The concern is escalated to next level, i.e. Contract Manager 2)If, after a period of 2 weeks, the concern remains unresolved, it is escalated to the next level, i.e. Operations Manager 3)If, after a further 2 week period, the concern remains unresolved, it is escalated to the top level – the Operations Director

11. In the event that the countermeasure cannot be resolved (due to practicality, costs, etc...): 1)The concern is escalated to next level, i.e. Contract Manager 2)If, after a period of 2 weeks, a satisfactory answer is not obtained, it can be escalated to the next level, i.e. Operations Manager 3)If, after a further 2 week period, a satisfactory answer has still not been obtained, it can then be escalated to the top level – the Operations Director for final resolution

12. Escalation Route 2 WEEKS2 WEEKS 4WEEKS4WEEKS 6WEEKS6WEEKS

13. Review Finally, all CCM sheets will be reviewed at the SMT Meeting (Senior Management Team) on the first Friday of every month

14. Process chart Concern has been identified and is entered into the CCM sheet Action req’d to resolve concern is entered Concern is escalated to responsible person Responsible person acknowledges concern A date is agreed for completion or feedback Responsible person assesses concern Feedback is given as to why the concern cannot be fulfilled Signed off as complete Escalate to next level i.e. Operations Manager Escalate to next level i.e. Operations Director Operations Director resolves issue End Implement action to resolve concern Signed off as complete Operations Director resolves issue End Accept reason? 2 weeks after agreed date escalate to next level i.e. Operations Manager Can the concern be resolved? Accept reason? After a further 2 weeks escalate to next level i.e. Operations Director Concern resolved? Resolved within agreed time? Yes No Yes No Yes All CCM sheets will be reviewed by the Senior Management Team on the first Friday of every month