ML20058P424

Forwards NRC Customer Satisfaction Survey Form for Use by Cognizant NRC Region 2 Staff Re Licensee Total Quality Mgt,Safety Margin Improvement & Sustainable Regulatory Performance Development Programs at Plant

ML20058P424
Person / Time
Site:	Westinghouse
Issue date:	10/25/1993
From:	Fici J WESTINGHOUSE ELECTRIC COMPANY, DIV OF CBS CORP.
To:	Stohr J NRC OFFICE OF INSPECTION & ENFORCEMENT (IE REGION II)
References
CON-NRC-93-032, CON-NRC-93-32 NUDOCS 9312270123
Download: ML20058P424 (5)

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Westinghouse Commercial Nuclear Drawer R L

Electric Corporation Fuel Division f3$fE' egg 2so l

s NRC-93-032

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October 25,1993 78-IM[

3 U. S. Nuclear Regulatory Commission

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Division ~of Radiation Safety and Safeguards A'ITN: Mr. J. Philip Stohr, Director j

Region II 101 Marietta Street, NW Atlanta, GA 30323

Dear Mr. Stohr:

As part of our efforts to integrate Total Quality Management, Safety Margin Improvement, and Sustainable Regulatory Performance Development programs at the Westinghouse-Fuel Fabrication Facility (Columbia, SC), we are extending.the concept of the Westinghouse Customer Service Plan methodology, an approach that has proven so successful in dealings with

- the utilities that we serve, to also encompass the Nuclear Regulatory Commission staff (NRC).

To this end, in early September we conducted a Westinghouse Productivity and Quality Center "Value Edge" Workshop for development of a Value Structure and NRC Customer Satisfaction Survey Form for the Service Plan. First, Regulatory Development evaluation categories and '

factors were created; then, the factors were rated by a multi-disciplined team of Westinghouse management and engineering representatives, as to pm perceptions of NRC's ranking 'of relative importance of each factor and om perceptions of NRC's; satisfaction with Columbia's.

performance against each factor (both on a scale from one to nine).

These were very important accomplishments indeed, but the most -important facet' - NRC CUSTOMER FEEDBACK - has yet to be realized. Thus, we have enclosed with this letter the same NRC Customer Satisfaction Survey Form for use by cognizant individuals on the Region II staff, to' share lhgir ranking of relative importance of each factor and their satisfaction with Columbia's performance against each factor (on the same scale from one to nine). Please also use the enclosed dictionary of terms to guide your ratings.

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The ultimate purpose of these efforts is to converge NRC expectations with Columbia performance, to the mutual benefit of both parties and the public _we serve. If you have recommendations concerning addition, modification, and/or deletion of any of the categories and/or factors, feel free to also share them with us. I personally plan to spend some additional time to share our initiatives in this area with your representatives at the November 5th management meeting. Thank you for helping to make this quality activity a success.

Sincerely, WESTINGHOUSE ELECTRIC CORPORATION s

mes A. Fici, Manager 5

Columbia Plant cc:

Stewart D. Ebneter, Administrator i

Region II l

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. CONTROL SYSTEM COMhfITh1ENTS (How well we say what we are going to do).

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i-A.

LICENSE-APPLICATIONS - License and-' Amendment ' applications formally:

l submitted to the NRC for approval, d

B.

POLICIES & GUIDANCE PROCEDURES - Written, high. level documents'-

which interpret regulations, establish plant policies governing the development of-

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lower level implementing procedures, and provide acceptable methodologies.

4 C.

IMPLEMENTING PROCEDURES - Written documents which describe how-specific operations are to be performed.

D.

SAFETY AND SAFEGUARDS PLANS - NRC approved plans which further -

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define how the plant will meet certain regulatory requirements. These include the i

Emergency Plan, Fundamental Nuclear Material Control (FNMC) Plan, Physical

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Security Plan, Design Information Questionnaire (DIQ), etc.

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E.

RESPONSE TO NON-COMPLIANCES - A response to an NRC Notice of:

Violation, that includes:

1) Admitting noncompliance, 2) Reasons for non-

.j compliance 3) Immediate actions taken and results achieved 4) Identification of corrective actions to prevent non-compliance from occurring again, and 5) Date j

full compliance was/will be achieved.

2.

PERFORMANCE (How well we do what we said we would do)

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A.

COMPLIANCE WITH LICENSE & PROCEDURES - Meticulous conformance to 1: cense and approved procedure requirements.

.I B.

FREQUENCY OF NOTIFICATIONS - Minimization of times the NRC must be formally notified of severe process upsets and inability to follow procedures.

C.

FREQUENCY & SEVERITY OF ACCIDENTS - How often accidents occur in the plant, and their relative magnitude.

D.

INTERNAL RE? ORT ITEMS (Red Books, Data Packs, Audits, etc.) - Self-identification, and prompt correction of' process and procedural non-

. conformances.

I E.

SELF ASSESSMENT ITEMS - The quantity, severity and repetitiveness ofitems identified during self assessments; and, their prompt and effective resolution.'

j F.

' QUALITY OF TRAINING / QUALIFICATIONS - Performance-based nature of personnel training and qualification programs.

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G.

QUALITY OF SAFETY SIGNIFICANT EQUIPMENT - The reliability and effectiveness of equipment deemed to be safety significant.

3.

DOCUMENTATION (How well we rei. T what we did)

A.

SAFETY PERFORMANCE RECORDS (Air Samples, Surveys, Dosimetry, etc.)

- The accuracy, accessibility and usefulness of safety data records.

B.

SAFETY & SAFEGUARDS ANALYSES & EVALUATIONS - The accuracy, thoroughness and professionalism with which analyses and evaluations are completed and documented.

C.

FACILITY CHANGE AUTHORIZATIONS - The thoroughness with which

'l proposed facility / process changes are analyzed, evaluated, controlled and documented to ensure compliance with regulations, license conditions, plant procedures and industry standards.

4.

SAFETY CULTURE (Our values, attitudes and behaviors) j A.

PREVAILING STATE OF MIND - Always looking for ways to improve safety.

A constant awareness of what can go wrong, and a feeling of personal l

accountability for safe operation. A feeling of pride and " ownership" in the plant and its operation.

B.

DISCIPLINED, CRISP APPROACH TO OPERATIONS - Plant staff are highly trained and confident, but not complacent. Safety and safeguards are closely held beliefs, and people display a positive attitude toward following procedures. There is good teamwork and crisp communications among staff.

C SOUND TECHNICAL BASIS FOR ACTIONS - Insistence on ' maintaining plant procedures, design bases and technical documentation of plant changes up-to-date.

I Always operating within the design basis of the plant.

i D.

RIGOROUS SELF-ASSESSMENT - An openness to disclose problems; and, willingness to face facts, even bad news. The plant is willing to deal with problems immediately and effectively.

E.

PARTICIPATION IN REGULATORY PROCESS - The willingness to cooperate with, and support NRC on new regulatory initiatives which promote enhanced safety and safeguards.

I F.

MUTUAL UNDERSTANDING BETWEEN NRC/E - The willingness to participate in two-way efforts to better understand each others' expectations, goals, needs and processes.

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