MON-S1-3.middlestead

20 slides on tips: take some and leave some…
20 slides on tips: take some and leave some
Paul Middlestead
G.G. Hatch SI Lab
University of Ottawa
ASITA 2016
 So basic it’s stupid but… establishing clear responsibilities within the lab is essential for an bl
h h l b
lf
efficient performance…
 This can be achieved through a job description, clearly This can be achieved through a job description clearly defining types of tasks & responsibilities
 Allows for yearly job evaluation and better efficiency  Have clear delimitation of your area
y
 No shared space
 Uncluttered
 Keep things off the floor
 Good fence makes for good neighbors
 Clean environment attracts clean work and good work ethics
 All
Allows for relaxed and pleasant f l d d l
t environment
 Yearly report submitted to superior, department, faculty or granting agency about:
 Revenues
 Spending
 Clients (internal, government, universities, private…)
 Number(s) of samples done p
 Type(s) of samples
 All
Allows for accurate evaluation of lab f l i f l b performance and proper planning of resources
 Is your lab in the yellow pages?
y
y
g
 Is your lab in the newspapers ads?
 Is your lab advertised on TV?
 Your website is your main contact source y
Mickey mouse website = …
 Can do everything; can’t do everything well … unless y
g
y
g
you happen to have unlimited personnel and resources
 Accept it and suggest other labs that can provide i
instead of just saying no
d f j i  Smart use of resources  You never leave anyone in a tight spot  Have a price structure in place
 Internal (may not want to advertise this one…)
 Academia (local, national, international)
 Government (national, international)
G
t ( ti
l i t
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l)
 Private, commercial
 Whatever…
 No confusion, clear and fair  Can be used to define client price level
i e Where do you send the invoice?
i.e. Where do you send the invoice?
 First 30 samples price at X price, then the next are at Y price (or X ‐15%) … whatever  Free duplicates? 10%?
 Find a structure that works for you
 Users want a deal, by offering a discount you will please them; however, the discount must also work for you
 Establish a submission sheet (Excel, Word, etc.)
 Customer info
 Sample type
 Service requested
S i t d
 Billing info
 List of sample
p ID’s
 Clarifies the request, simplifies billing and provides sample list
 Can be justified to users by saying that it lowers sample fees & eliminates mistakes
G.G Hatch Stable Isotope Laboratory
25 Templeton Street, Advanced Research Complex
University of Ottawa, Faculty of Science,
Ottawa, Ontario, Canada K1N 6N5
Lab: (613) 562-5800 ext. 6836
FILL IN YELLOW CELLS -
Attn: P. Middlestead or W. Abdi
431 National Center
MAKE NO OTHER CHANGES
Submitter Information
LAST Name:
First Name:
Initial:
Institution:
Address:
City & State or Province:
Postal Code:
Billing Information
Cost Center or PO:
Last Name:
First Name:
Institution:
Address:
City & State or Province:
Country:
Postal Code:
Country:
Email:
Telephone:
Fax:
Samples (& their containers) will not be returned; plan accordingly.
Email:
Telephone:
Fax:
Supervisor (if applicable):
Submission Date:
Project Title:
Isotope Ratios Req:
Numeric Media Code:
Counter
Example 1
Example 2
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10
LIMS for Light Stable Isotopes
Version 8.1
T. B. Coplen
U.S. Geological Survey
Reston, VA 20192
Email: [email protected]
Send completed file to ALL staff:
[email protected]
[email protected]
[email protected]
INTERNATIONAL clients: must include
Canada Customs form with samples
(copy found on website with submission form)
Optional Project
Comment:
Sample ID
J33-9
3TT 7-88
Weight (mg) %C for applicable media %N for applicable media %S for applicable media
0,354
42,99
10,41
88,2
1,255
33
5,4
pH or Alkalinity
Salinity (PSU)
7,3
Comment
204 my other info
Hatch Lab ID
(for lab use only)
 Establish Service Terms & Conditions; post on website
and/or as part of the submission
d
f h
b
f
form
 Any other legal forms or requirements
 Customs declarations
 Soils, wood, etc. (permit require)
 Safety requirements for visitors (waiver form)
 Provide backup for potential issues or p
p
“misunderstandings”
 Disorganised users 
 Help them once and you are finished, they will expect this every time; it becomes their mode of operation
 Instate a rush fee, such as x2 or x3 the regular price
 This will take care of the abuse
 You leave the decision up to the user to pay extra to have the samples done right away…
 A lot of the same questions come up (e.g. the elemental analyser)
l
l
l
)
 Write a little document explaining the basics and requirements for EA analysis
 Then you can answer his/her questions AFTER they have read it
 Saves you time and energy by having the user read and understand the limits and pitfalls of a technique and the instrumentation
 Have a weighing kit at each balance
g g
 Tweezers
 Spatulas
 Pens
P
 Markers
 In some cases some items will develop legs and feet g



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and walk out of the lab on their own. Hmmm.
Can be very frustrating and time consuming
Color‐code or label everything! (tools, broom, etc.)
Somewhat extreme but the message is clear!
Have a sheet for stuff on loan
 Different colors for different labs
 Instate internal blind controls within all your runs
y
 Report it (n, std dev, expected value, value)
 Human nature:
 1000 analysis
 999 amazing analysis
 1 bad analysis
You will be remembered ll b
b d
for the bad one, not for the 999 amazing
the 999 amazing.
 A A reputation takes along time to build, but i k l
i b ild b can be destroyed very quickly
 If there is an error, the lab is always wrong
y
g
 Well no, but we all make mistakes
 Look into problems reported by users right away
 Acknowledge mistakes when they do happen
 Fix them ASAP
 Put in place strategies to keep them from recurring
 Compensate users (free analyses, credit…)
 Users appreciate an honest approach and will be happy to come back
 You can’t do it all alone.
 Learn to delegate …and accept things to be done differently.  Otherwise:
 Lost of trust
 Lost of initiative and autonomy
 Low retention
 Ready for a burn out?
y
 You get a more efficient team by letting your staff do their stuff
ff d h i ff
 Include a survey with the data sent to users
y
 Tally the data with the annual report
 Can be used to improve service
 Can be shown to dissatisfied entity
 Please remember that most researchers want their data done NOW for FREE! Ah Ah!
Laboratoire d’isotope (stable) - G.G. Hatch – (Stable) Isotope Laboratory
140 Louis Pasteur
Département des sciences de la Terre / Department of Earth Sciences
Faculté des sciences / Faculty of Science
Université d’Ottawa / University of Ottawa
Ottawa Ontario K1N 6N5
T: 613-562-5800 x6839 / F: 613-562-5192
Sondage
g de satisfaction
Veuillez remplir le sondage selon ces critères :
1= faible 2= acceptable 3= bon 4= très bon 5= excellent
Customer Satisfaction Survey
y
Please rate the following statements about the lab where:
1= poor 2= acceptable 3= good 4= very good 5= excellent
Entrez un “X” dans la colonne appropriée, ou imprimez la
page pour la remplir à la main.
Enter an “X” in the appropriate empty box on each line, or print the
form and fill it in by hand.
Please include comments for ratings below 5.
1
1)
Mon impression du labo en général est / My overall impression of
the lab is:
Commentaires/Comments:
1)
La qualité des données reçues est / The quality of the data I
received is:
Commentaires/Comments:
1)
Le temps d’attente pour mes analyses était / The turnaround time
for analysis was:
Commentaires/Comments:
 Comment
1)
En général les prix du labo sont / Overall I feel the lab’s prices
are:
Commentaires/Comments:
 Billingual
1)
L’accès au labo pour formation et/ou l’utilisation d’équipement
était / Access to the Lab for training &/or use of the facilities was:
Commentaires/Comments:
1)
Le format du fichier final est / The format of the results file is:
Commentaires/Comments:
1)
Les modalités de la facturation sont / The invoicing terms are:
Commentaires/Comments:
1)
Mon expérience en navigant le site web du labo était / My
e perience navigating
experience
na igating the lab’s web
eb site was:
as
Commentaires/Comments:
 Short
 Simple
2
3
4
5
N/A
J’aimerais voir les améliorations suivantes / I would like to see the following improvement(s):
Veuillez transmettre le sondage rempli par courrier
électronique à [email protected], par télécopieur (613562-5192) ou par la poste.
Merci d’avoir pris le temps de remplir le sondage.
Please return the form to the lab by e-mail to
[email protected], by fax (613-562-5192) or by regular mail.
Thank you for taking the time to fill out the survey.
 Have a calendar or schedule for various lab activities

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


IInstruments
Balance
Extraction lines
Visitors
Staff holidays or appointments
 Make it visible, accessible and simple to all staff
M k it i ibl ibl d i l t ll t ff
 If it is booked, it is yours
 Make sure instruments are ready to be used
 Allows for allocation of resources
 You can use Outlook to schedule all the work
 You can use a web based calendar (Google…)
 You can use a specialised software such as Calendar scheduling software…
 You can also use this…
 Once a year, have your floor waxed.  Yep waxed.
 No, I mean waxed.
 Oh and clean up before.
Oh d l
b f
 Usually after winter. That would be spring.
 100% guaranty, this stupid tip will put a smile on your face and make you want to come to work. One of the best tip. Really.
 Don’t underestimate to power of a “Thank You”
 Treat your staff once in a while (restaurant, social activity, gift, little sweets…)
 Be nice to your support staff such as
 Cleaning staff
 Glass Blower, machinist, IT
Glass Blower machinist IT
 Secretaries
 And colleagues from Ottawa
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 Create a positive atmosphere, smile
Best tip ever: don’t believe everything you read. That is why I had 21 of them.
I would like to thank Wendy, Patricia and Kerry for their input and holding the fort.
Tip to pickup a girl: keep your back straight and lift with your knees.
My joke for this year:
yj
y
Do you know a good chemistry joke?
No sorry, all of them argon.