Orlando Hauling becomes first SDO-certified
site in Florida
Orlando, Fla. – Service Delivery Optimization (SDO), a program launching across the company
to improve performance management and efficiency through coaching and operational changes,
has a big goal for 2014 – certifying 80 percent of WM’s 15,000 collection routes, which equates
to about 280 sites.
For the Florida Area, the mission is even bigger. Their goal is to have all sites certified by the en
of year. That’s a huge task, but they’re already off to a good start with the certification of Orlando
Hauling – the first location within the state to do so.
For a site to become SDO-certified, it must achieve both a four percent efficiency improvement
and four percent unit cost improvement. To get there, it takes a lot of focus, a lot effort and
strong commitment to change.
“Before the implementation of SDO, I felt the district was in a state of lull,” said Dave Wall, Sr.,
district manager. “SDO was a breath of fresh air for my entire team. The drivers bought in right away.
They enjoy the level of attention that they are receiving from the huddles, crew outs and coaching
sessions. If you follow the parameters and embrace it, your district will begin to see results quickly.”
Congrats to Orlando Hauling on this tremendous milestone, and to the rest of the company’s certified
sites. As of this publishing, 40 locations have received SDO certification.
Q: How has SDO changed the district?
Dave Wallace, Sr. District Manager: Before the implementation of SDO, I felt the district was in a
state of lull. We all believed we were doing all that needed to be done. Our results were consistently
in the top percentage for the Florida Area and there were not many issues. We were coaching our drivers
to improve on all levels and were in a state of complacency. SDO was a breath of fresh air for my entire
team. The drivers bought in right away. They enjoy the level of attention that they are receiving from the
huddles, crew outs and coaching sessions. The managers have also evolved into a true team. My
mangers went from being good managers with their particular line of business (LOB) to great managers with
all LOB’s. I have also experienced a change. I thought we were doing everything right, and was a bit
disengaged. I am now in the thick of everything every day. I am not micro-managing my managers and have
learned how to ask the correct questions to ensure we continuously engage and coach ourselves and employees
to perfection. Since the inception of the program, the Orlando district has reduced 1,100 hours per week. This is
just one of the positive outcomes. It is hard to argue with results like this.
Jessica McCartney, Route Manager: SDO provides Route Mangers with a routine, timeframe and the proper
tools to ensure our district is operating efficiently. The overall communication between managers and drivers
has improved. The drivers are more engaged and leave the district each morning with pride. Before SDO I thought
we were doing the best job we could. If you are willing to adapt and change, your district will reap the benefits in a big way.
Delina Jefferson, Operations Specialist: We are more proactive versus reactive in the field in regards to efficiencies
and addressing customer issues. SDO engages drivers to provide input for solutions and the synchronized morning
launches ensure all time is used productively.
Q: What words of wisdom do you have for other districts about SDO?
Dave Wallace: Ensure your district does the SDO pre-work, which includes ensuring e-Map is updated, all drivers are classified
correctly and read the book, Leadership and Self-Deception: Getting out of the Box, at least three weeks prior to launching SDO.
Start early, begin working on pieces of SDO with your team and perfect them once the SDO team arrives at your site for full
implementation. If you follow the parameters and embrace it, your district will begin to see results quickly. The results will
motivate your employees to continue succeeding in SDO.
Jessica McCartney: Ensuring “Role Play” stays fresh, new and meaningful can be challenging. Be open-minded and alert to
what drivers are saying to capture topics to discuss. Also, use the book Self-Deception: Getting out of the Box as a tool.
Delina Jefferson: Always be open-minded for change. SDO is a mindset change on how we operate – in and out of the box.
Q: What are the benefits of the “Huddle Board”?
Jessica McCartney: It is a snapshot that allows drivers to see how we trended the previous day and how we are trending
moving forward. The drivers look to see their name in the top three and the drivers in the bottom three are accountable for
explaining why, which provides an opportunity to seek a solution to improve.
Q: How will you ensure SDO continues at Orlando Hauling?
Dave Wallace: Once SDO certification is achieved you must continue to drive the program. It is an evolving process.
As a team, we must continue to encourage driver engagement, provide effective manager coaching and seek feedback
from all employees. All ideas to improve must be examined, and we must constantly think about minutes rather than lump
sums of time. Just today, the managers brought up a new idea with a crew out that will save another 4.5 hours per week.
I am very proud of all my employees for embracing SDO and I look forward to our continued improvements as a