Talking Air Filtration

In this recorded technical seminar, Jeffery Siegel, Ph.D., discusses two methods of assessing filter testing in any environment, rather than a laboratory. Both use low-cost instrumentation and provide a direct assessment of air cleaning performance. Results from portable and central air cleaning systems in a variety of different environments such as classrooms, offices, and homes show the real value of filters is specific to an environment and can be used to illustrate the direct benefit of filtration.

View Dr. Siegel’s slides here: https://amped.egnyte.com/dl/60rxksuelJ

For detailed show notes, read below and use the timestamps to navigate the episode:

[0:48] A speaker introduces Dr. Jeffery Siegel. He is internationally recognized for his work and research on indoor air quality.

[2:15] Dr. Siegel presents a passage from Leviticus about what to do if there is a moisture problem in your home to show that human beings have cared about indoor air quality for as long as they have had buildings.

[4:08] Air filtration has had a much shorter history. Standard 52.2 at ASHRAE is only 25 years old. However, we know now that we should be investing in air filtration for return on investment in avoided healthcare costs.

[6:10] We know that filtration directly impacts health, as Dr. Siegel was part of a study that showed clear evidence that using filtration is effective in reducing PM concentrations.

[7:14] A study of 123 elementary schools in the Fall of 2020 in Georgia showed that schools that invested in filtration had a clear reduction in COVID-19 cases.

[10:14] Dr. Siegel argues that even though we recognize the benefit of air quality, we have not seen much action to promote filtration.

[12:00] The University of Toronto overestimated the amount of air changes they were getting in their classrooms from their filtration.

[14:24] Filters do not necessarily perform the way that we think that they should, which can lead to doubt surrounding filtration.

[17:28] In some studies, filtration makes a huge difference. In others, the difference is very small. The context matters to filter performance.

[18:27] Dr. Seigel explains that we need a way to more accurately assess how filters perform.

[20:14] Using a machine learning approach, researchers can take raw data and find all of the places where the concentration decreases.

[24:04] Dr. Seigel calls his other approach “Flip-Flop Testing.” It is a simpler way to test a cleaning strategy’s impact on air quality.

[26:00] The periods between the air cleaner and the placebo should be two hours and thirty minutes.

[28:41] The same air cleaner will perform differently in different environments.

[29:34] Dr. Seigel speaks about his ideal testing period to get an accurate median and capture some variation within a reasonable amount of time.

[30:25] Does the monitor matter? Some low-cost monitors do not perform as well at higher concentrations.

[34:50] Dr. Seigel expresses his interest in measuring byproducts.

[36:28] Dr. Seigel discusses blinded testing in which researchers will not know what filter was installed, to avoid bias.

[38:06] Dr. Seigel asks the audience to consider whether customers will understand that the same filter will perform differently in different environments.

[39:33] Dr. Seigel is conducting ongoing research on the effect of air quality on cognitive function. He found in his research that essential oil diffuser emissions affect people’s cognitive function.

[41:55] Recent literature suggests that VOCs might be very important to cognitive function independent of any effects of particles.

[42:28] Can we use filters better? Amy Li considered four control strategies for filtration.

[49:09] Dr. Seigel says it is a great time for filtration research, but experts must provide evidence that filtration works.

[49:40] In a Q&A section, one attendee asks about Dr. Seigel’s testing related to COVID-19.

[51:52] Another attendee asks about the effectiveness of ionic generators.

Insights from Air Filtration Experts: Best Practices, Historical Context, and Future Trends. Peer into the future of filtration testing with industry luminaries Bob Burkhead of Blue Heaven Technologies, Kathleen Owen of Owen Air Filtration Consulting, LLC, and Don Thornburg of Camfil. These esteemed experts have been pivotal in shaping the standards that underpin filtration testing worldwide.

Explore the dynamic world of air filtration with insights from industry veterans. This episode features highlights from a panel discussion hosted by Bobby Singer, with presentations by Bob Burkhead, Kathleen Owen, and Don Thornburg. Key topics include the historical development of ASHRAE standards, challenges in filter testing protocols, and the evolution towards global standards like ISO 16890. The speakers delve into issues such as the misuse of HEPA terminology, efficiency testing, the impact of COVID-19 on air cleaning standards, and the need for a unified global approach to air filtration. Join the conversation to learn best practices, emerging trends, and the future landscape of air filtration.

View the panelists’ slides here:⁠ https://amped.egnyte.com/dl/7cI1Gx4OhB

Timestamps to navigate the episode:

[00:48] Meet Bobby Singer: From High School Band to Filtration Expert

[03:18] The Evolution of Filtration Testing Standards

[05:42] Misuse of the Term HEPA

[06:35] Future of Air Filtration Testing

[10:51] Kathleen Owen: Air Filtration Efficiency and Testing

[18:44] Don Thornburg: Global Filtration Standards

[22:45] Project Kickoff and Timeline

[24:31] Challenges with EN779

[25:34] Issues with DEHS Aerosol

[26:39] Potassium Chloride in 52.2

[28:56] Compromises in Standards

[30:56] Efficiency Values and PM

[33:59] Discharging and Averaging

[36:36] Speeding Up the Test

[38:53] Industry Impact and Future Steps

[41:23] Q&A Session

Expert panelists Brandon Deilgat (CAFS, American Metal Filter Company), David McKinney (SoCal Filters and Service Inc.), and Norman Rodriques (Springfield Spring Corporation) explore the pivotal role frames and latches play in upholding system integrity and optimizing filter performance. They cover practical, actionable strategies for leveraging frames and latches to fortify your systems and unlock their full potential. Whether you're an engineer or a professional in the field, this session offers essential insights for elevating your system's reliability and performance.

View the panelists’ slides here:⁠ https://amped.egnyte.com/dl/lyk3jpY6Cn

For detailed show notes, read below and use the timestamps to navigate the episode:

[0:48] Brandon Deilgat and Norman Rodriques introduce themselves. Norman explains his work at Springfield Spring Corporation and how he began his career at Flanders.

[3:10] Mr. Rodriques partnered with the American Metal Filter Company and SoCal Filters and Service Inc. because filters, frames, and clips need to function together to eliminate bypass. During the COVID-19 pandemic, filtration in general and bypass elimination specifically gained attention because COVID-19 is an airborne illness, but some filters let it through.

[7:30] David McKinney introduces himself. He is a new member of NAFA, and his company SoCal is a filter distributor and offers filter services. He says that a filter is only as good as its security to a frame, so clips, latches, and inspection are crucial to performance.

[8:46] Brandon introduces the universal holding frame. It is a 3-inch depth, 16-gage, with galvanized steel or stainless steel all-welded construction meant to last for the lifespan of the unit it is installed into. It is used for built-up filter banks and allows for multiple filter options

[9:38] There are two types of clip attachments. The Flage-fit clip or knock-on attaches directly to the flange of the frame.

[11:13] The second is a lance-installed or wire-type clip. This uses the lance-informed grooves on the universal holding fame. 

[11:37] David notes that people sometimes try to climb on the lances and bend them. Once the lance is bent, the clip will no longer fit in the frame.

[12:14] Brandon discusses centering dimples, which are made to exact size. This allows for the best chance of installing the filter directly in the center of the frame and eliminating air bypass. 

[12:44] Norman talks about examples of standard clips like P-clips, and extension spring clips. He also introduces non-standard clips like the versa-m. 

[14:45] Most V-bank filters have pockets in the header, so Norman’s company developed a P-clip that fits into those pockets. David speaks to the usefulness of these clips. 

[16:53] David talks about his preference for P-clips over corner-clips. Corner clips take more time to install.

[18:01] Brandon and David discuss standard sizing for the universal holding frame. Moving outside of the standard 24x24, 20x24, and 12x24, sizes eliminates the available compatible parts.

[19:30] Brandon and David talk about applications since the COVID-19 pandemic. David discusses inspecting systems and making sure filters are sealed properly. Great filters perform poorly if they are not sealed correctly.

[22:05] Brandon talks about filter combinations. David says it is important to learn about the different kinds of clips used for different kinds of filters. P-clips are available for everything while corner clips are used for 1-inch filters, headers, or 2-inch deep filters. Spring clips are used for reverse mounts or box filters. 

[23:15] David advises the attendees that when installing a 4V in a reverse mount application, it is important that they apply spring clips on the top and the bottom, not horizontally. 

[26:10] Norman explains how he manufactures all stainless clips. 

[27:44] To install filters that eliminate bypass more effectively, everything should be gasketed and clipped properly. 

Healthcare is one of the biggest markets for filtration, but getting the right people to pay enough attention to it is always a challenge. In this recorded conference presentation, Jacob Schneider from Meadows & Ohly shares his expertise on the lifecycle of healthcare facility projects. The presentation gives the filtration industry insights into how end users, project managers, and property managers are or are not thinking about filters. Mr. Schnieder describes the different phases of facility development and advises attendees on which parts of the process project teams would be most receptive to input on filtration solutions.

View the speaker’s slides here: https://amped.egnyte.com/dl/3kURC0GFFc

For detailed show notes, read below and use the timestamps to navigate the episode:

[1:20] The presentation begins with an introduction from Jacob Scheider. He is a civil engineer by education, but he has spent his career managing capital projects for healthcare organizations.

[2:50] Mr. Schnieder explains the large team structure of healthcare facility projects. These projects involve a project management side, a medical side made up of clinical staff and facility engineers, and a construction and implementation side.

[3:53] Mr. Schneider lists the lifecycle phases for large projects. These phases are project launch, the construction phase, contracting, activation, and ongoing operation.

[5:30] The project launch phase involves meeting with core administrators, determining the needs of the facilities, consulting experts, and developing the project budget.

[8:04] Mr. Schneider gives examples of project goals by showing the audience the goals for a project he worked on.

[9:16] The second phase of the project is the design phase. This phase involves the establishment of project implementation teams, or PIT teams. These teams tend to be the most influential out of any decision-maker in the project lifecycle.

[11:54] What drives decisions during the design phase? The main factor is meeting code requirements. Healthcare organizations must have an extreme amount of oversight and must meet rigorous standards.

[13:15] Facility standard books come from a variety of sources. These sources include internal groups, but they also tend to reach out to third-party subject matter experts to design their standards.

[15:20] In the contracting phase, the facility onboards major partners and returns to the budget through the budget alignment process.

[19:00] Mr. Schneider suggests that the cost-cutting nature of this phase means that everyone is looking for suggestions, and there is leeway to make sweeping changes to the design to better align with the budget.

[19:16] Mr. Schnieder introduces the construction phase. In this phase, teams build facilities, procure materials, and manage any changes that must be made.

[21:56] The change management process is different in this phase. Any changes at this phase must go through an extremely cumbersome consideration process.

[22:44] The final phase is activation and operation. This involves training staff members, starting up equipment, undergoing inspections, and maintaining the facility. Making changes to services like filtration at this point is difficult.

[26:01] Code requirements continue to drive decision-making at this phase, but operational impacts become the second most important factor. Keeping the facility operational is crucial to avoid losing doctors, patients, and revenue.

[28:10] Schnieder recaps the key phases of the facility project lifecycle and who makes decisions in those phases.

[29:18] An attendee asks about the best time in the lifecycle to sell replacement filters to facilities.

[30:15] Mr. Schnieder speaks about a recent pharmacy activation where he spent much of his time making decisions about filtration. One challenge he faced was smoke-testing the filters, which can be extremely impactful to operations by increasing patient turnaround times when rooms are tested.

UVGI system experts Jay Carter of Sanuvox and Dale Harrison of Fresh Aire UV explain the science and applications of Ultraviolet Germicidal Irradiation (UVGI) lamps. He explores the types of UVGI systems that can be installed in HVAC systems and facilities. Listen to expert tips and techniques to properly size and install several different types of UVGI systems, including maintenance and electrical requirements. The presentation was recorded at the 2023 Technical Seminar in Atlanta, GA.

View the presentation slides here: https://amped.egnyte.com/dl/XWqbY8Log9

For detailed show notes, read below and use the timestamps to navigate the episode:

[0:48] The speaker explains how installing Ultraviolet Germicidal Irradiation (UVGI) lamps inside a heating, ventilation, and air conditioning (HVAC) system improves air quality.

[1:30] Jay Carter of Sanuvox introduces himself and the presentation on UVGI lamps.

[2:40] Mr. Carter introduces the key terms he will define: frequency, intensity, and dose. These are the key factors that impact UVGI performance.

[3:24] Mr. Carter explains that UV-C, or germicidal UV, is classified as light between 100 and 280 nanometers. The most efficient electrical delivery of germicidal is low-pressure mercury vapor lamps.

[4:31] Ozone is formed every time the light frequency is below 240nm. Lower frequencies can break oxygen

[5:32] Mr. Carter defines UV intensity as the measurement on a surface at a specific distance of the magnitude of UV light, or the amount of UV power. It is measured in microwatts per centimeter squared. The intensity number reduces as the distance from the lamp increases.

[8:21] UVGI Lamps age and depreciate in capacity based on burn time. Most manufacturers recommend changing them every year, while others recommend waiting two years.

[9:33] Mr. Carter defines “dose” as the method for measuring UV effectiveness in an environment. Comparing dose to the caliber of a gun, Mr. Carter explains that a different dose is necessary depending on the microbe that the user intends to target.

[12:30] Mr. Carter delves into common UVGI application types. He explains that UV will clean evaporator coils all the way through, thereby destroying microorganisms and replenishing capacity.

[16:10] Mr. Carter examines three different types of air disinfection applications. He explains that lamps are sometimes positioned parallel to the air stream to maximize contact time.

[18:50] Mr. Carter explains that not all UV lamps are created equal. Ballasts and lamps work in combination, so a faulty pairing of lamps and ballasts can negatively impact the performance of a lamp.

[20:45] Mr. Harrison speaks about the applications of UVGI lamps in classrooms, hospitals, and airports. He explains that natural air convection helps the lamps sterilize these spaces.

[22:05] Mr. Carter encourages experts to take a needs-based approach in their recommendations rather than attempting to push a solution without adequate explanation.

[23:50] UVGI is set apart from other technologies because of its extensive history of peer-reviewed testing. The science behind UVGI is over half a century old.

[26:23] Mr. Harrison explains the importance of accurate data to the application of UVGI technology.

[28:21] Harrison and Carter introduce the question section of their discussion. An attendee asks if there is a protocol for the disposal of lamps.

[29:05] An attendee asks if Harrison and Carter have seen an increase in installations to larger rooftop units.

[30:44] An attendee asks about the use of UV for coil cleaning in situations with serious calcium buildup.

[32:24] An attendee asks whether ozone monitoring is available for UVGI lamps.

[36:48] The popularity of UV increased after the COVID-19 pandemic, bringing a new demand for the technology.

[39:32] Mr. Harrison discusses UV exposure and safety, advising individuals to treat UV like electricity.

Jon Rajala, PhD, explains the history and future of nanofibers in filtration in this recorded conference session at the 2023 NAFA Technical Seminar in Atlanta, Georgia. Learn about the historical development of nanofiber technology dating back to the 1600s. Gain insights into the current challenges faced in nanofiber filter development. Explore the future of nanofibers as Rajala illuminates key developments that will bring nanofiber filtration to the forefront of the industry.

View Dr. Rajala’s slides here: https://amped.egnyte.com/dl/BwSTz9Fb4c

For detailed show notes, read below and use the timestamps to navigate the episode:

[2:04] Dr. Rajala explains what nanofibers are and how their unique properties make them useful. He defines a nanofiber as one thousand times smaller than a piece of hair, as their distinction comes from their size.

[3:09] Dr. Rajala explains the early history of nanofibers. The science of electrospinning dates back to the 1600s when scientists observed how liquids behaved in electric fields and conceptualized the Taylor Cone. In the 1800s, English physicist Lord Raleigh observed that the Taylor Cone shape ejected droplets outwards. Years later, researchers used these findings to learn that polymer chains could be drawn out and pulled into one nanofiber.

[5:38]: Dr. Rajala defines and explains electrospinning, which is the main method of producing nanofibers in the filtration industry. The process involves applying a high voltage to a polymer solution. The fibers are then jetted, whipped, and drawn down to the grounded collector.

[6:38] Dr. Rajala details how the unique properties of nanofibers come from their nano-dimension structures. Because nanofibers have a high surface area to volume ratio, they can produce significant effects without contributing much weight. This makes them highly useful and functional.

[7:43] Dr. Rajala and his team researched at ways of producing catalytic converters with nanofibers to remove harmful gasses from the exhaust of lawnmower engines.

[9:14] Dr. Rajala touches on the physics of air filtration. The important property for nanofiber filtration is airflow. The velocity is roughly zero at the surface of a regular fiber, but nanofibers are smaller and do not have a zero velocity gradient at that point. This allows for better airflow.

[10:25] Dr. Rajala discusses the current state of nanofibers. The PTFE HEPA filter media is a nanofiber application that shows how bigger fibers perform versus smaller fibers.

[13:27] Dr. Rajala compares microglass to synthetic nanofiber media. They have comparable initial resistance and dust-holding properties.

[16:03] Dr. Rajala explains the performance difficulties in the current state of nanofiber media. He points to electrostatic charge and dust capacity as the main challenges to overcome. For example, a MERV15 filter with an electrostatic charge will degrade in performance over time.

[20:02] Another challenge with nanofibers is inconsistency. A fine layer of nanofibers can be easily damaged. More rigid structures are more successful than depositing and coating nanofibers on existing media.

[21:30] Dr. Rajala delves into the future of nanofibers in filtration. Testing filters with ASHRAE disadvantages nanofiber filters due to their unique properties. The test dust includes more large particles than the filter would naturally encounter, making it less favorable to nanofiber filter performance. Better ways of testing filters with more realistic particle size distribution could show how nanofibers realistically perform and give them more traction in the industry.

[25:03] Dr. Rajala projects that people will improve lower-efficiency media with nanofibers. Nanofiber media will maintain efficiency throughout its life, increasing its appeal to the industry. As more people are drawn to nanofiber medias, people will develop better ways to implement nanofiber medias.

In this episode of the Talking Air Filtration Podcast, Jeff Littleton, Executive Vice President of ASHRAE, discusses the organization's current priorities, accomplishments, and future goals. He highlights ASHRAE's extensive global reach with 53,000 members in 130 countries and its involvement in research and standards development related to HVAC and air filtration. Emphasis is placed on collaboration with NAFA, the new net-zero ASHRAE headquarters, emerging standards on infectious aerosols, the push towards building decarbonization, and the potential impact of artificial intelligence on building design and performance. Numerous opportunities for participation and engagement with ASHRAE's initiatives are outlined, including involvement in technical committees, research projects, and government affairs.

View the speaker’s slides here:

For detailed show notes, read below and use the timestamps to navigate the episode:

[1:00] Introduction to Talking Air Filtration Podcast and guest Jeff Littleton. Discussion on the importance of clean air and ASHRAE's net-zero facility.

[3:00] Overview of ASHRAE's mission, global membership, and collaboration with NAFA.

[6:45] Explanation of ASHRAE's administrative and technical committees, standards, and guidelines.

[13:15] Discussion on ASHRAE's research initiatives, conferences, and educational courses.

[18:42] Introduction to new standards, including 241P for infectious aerosols, and the process of standard development.

[25:00] Details on building decarbonization, the significance of embodied carbon, and future expectations for EPDs in air filtration components.

[34:20] Exploration of AI in building design and its potential impact on ASHRAE standards and building performance.

[45:05] Closing thoughts on ASHRAE priorities and audience questions regarding net-zero building costs, research project monitoring, and collaboration with government bodies on IAQ and decarbonization initiatives.

The recent episode of the Talking Air Filtration Podcast delves into the critical role of molecular (gas phase) filtration in HVAC systems. Sean Gilstorf and Dave Schaaf explore the necessity of molecular filtration to eliminate extremely small contaminants that even the most advanced particulate filters cannot remove. They discuss various filtration mediums, such as activated carbon from diverse sources (like coconut shells and coal), and their efficiency. Key concepts such as adsorption and chemisorption are explained, alongside practical advice on choosing the appropriate filters based on factors like carbon load and pressure drop. The episode touches on different applications, from hospital settings to combating odors, and highlights the importance of identifying specific contaminants and their concentrations for effective filtration.

View the speaker’s slides here: https://amped.egnyte.com/dl/RGQ5WZm7Ew

View detailed show notes and use timestamps to navigate the episode:

[0:48] Introduction to the podcast and guests Sean Gilstorf and Dave Schaaf, who will discuss molecular filtration in HVAC systems.

[1:35] The necessity of molecular filtration for removing ultra-fine contaminants, with a detailed explanation of terms like charcoal, gas phase, and molecular filtration.

[2:45] Comparing particulate matter and gas phase contaminants – why HEPA or OPA filters are insufficient for molecular filtration.

[3:30] Overview of molecular contaminants categorized as corrosive, toxic, or odorous, with examples like hydrogen sulfide and chlorine.

[5:16] Definitions of physical adsorption and chemisorption with examples, emphasizing the surface area and capacity required for effective molecular filtration.

[7:11] Review of different substrates used in molecular filtration (activated alumina, zeolites, activated carbon), and their sources such as coconut shells, coal, and wood.

[8:30] Addressing typical applications and the role of impregnated carbon in removing various contaminants.

[11:03] Sean Gilstorf discusses different products used in the HVAC market, including pleated and mini-pleat filters, and their loading capacities.

[11:48] The relationship between filter performance, carbon load, pressure drop, and breakthrough efficiency.

[23:17] Various filters for different applications, their usability, and how to choose based on contaminant concentrations.

[28:34] Key advice on pre-filter media layers and retrofitting filters for extended carbon filter life.

[33:02] The speakers begin the Q&A segment of the presentation

[33:21] Examples of case studies and insights into wildfire smoke filtration solutions for better indoor air quality.

[36:10] Further questions in the Q&A segment address filtration challenges, molecular filtration’s role in virus containment, and practical advice for field applications.

For more resources and information: https://www.nafahq.org/molecular-filtration

In this episode of the Talking Air Filtration Podcast, we are joined by Don Milton from the University of Maryland School of Public Health. Milton, an expert in infectious bioaerosols and respiratory virus transmission, discusses the importance of clean indoor air and the impact of airborne infections like COVID-19 and influenza. Highlights include detailed discussions on respiratory particle transmission, both through fine aerosols and surface contamination, and the effectiveness of various preventive measures such as masks, ventilation, and ultraviolet (UV) light. Milton emphasizes the critical role of engineering controls in controlling viral transmission and addresses the social implications and challenges of implementing these strategies. Insights from various studies underscore the need for layered prevention approaches in both public spaces and homes.

Here is the conference program so you can see what's on each Day 1, 2, 3 File. https://amped.egnyte.com/dl/4wUI0RL73b

Timestamps to navigate the episode:

[00:00] Introduction to the Talking Air Filtration Podcast

[00:48] Guest Introduction: Don Milton

[01:53] Understanding Respiratory Virus Transmission

[02:11] Analyzing Pandemic Data and Trends

[04:25] Modes of Respiratory Virus Transmission

[09:30] Importance of Air Filtration and Certification

[10:01] Evidence of Airborne Transmission

[13:44] Effectiveness of Masks and Ventilation

[23:36] Role of UV in Virus Inactivation

[31:31] Conclusion and Q&A

In this episode, speaker Kevin Young discussed the basic understanding of lean and the importance of understanding throughput time in any business process or part. These concepts force you to look at your business differently and help you to find waste. How do you sustain the results once you find the waste and implement a process to control it? Achieving process discipline and consistent results can be difficult in any new process or business. This session explains the major elements of a Lean Management System that any leader can implement in their business to achieve sustained results.

Download Kevin Young's PowerPoint here: https://amped.egnyte.com/dl/eGE5KsAW0K

For detailed show notes, read below and use the timestamps to navigate the episode:

(0:00) Beginning of Episode.

(4:50) Kevin outlines LEAN and its two critical principles: throughput and waste. Throughput is the time it takes for a process or operation to complete. From administrative to payroll, to inventory, and production - all sources of build-up. Identifying waste throughout an operation is what LEAN aims to do to reduce waste. Kevin gives an example of throughput at a factory with visuals. There are three Japanese terms for waste; Muda is the first term and encompasses overproduction, waiting, transporting, overprocessing, motion, inventory, and defects. The second term is Mura and encompasses unevenness, meaning ups and downs of scheduling for orders and what is produced. The third term is Muri, which encompasses overburden and is difficult to see as waste because it is visible in equipment or machine downtime and overburdening workers.

[12:10] Kevin discusses how waste build-up can lead to chaos, instability, time mismanagement, and the failure to address problems as soon as possible. Overall, no value to add.

[13:44] Kevin describes the tiers in detail and gives an example of how he utilized the four tiers: standard work, visual management, accountability meetings, and discipline.

[22:17] Accountability meeting: an opportunity to set a timeline, track metrics, and an opportunity to give or ask for help and resources. How often they occur depends on the actions and their frequency. Kevin stresses the importance of ensuring action will take place after goals are set during a meeting.

[25:23] Discipline—what are our roles as managers/leaders? If we set up our process correctly, we should run it correctly, and the metrics will come in. A second-level layered process audit helps manage a process by nipping an issue in the bud, whether it's an employee hesitant to do something due to lack of training or being overburdened.

[27:30] What does a tiered management structure look like? Kevin goes into detail about each tier and its designated role in problem-solving. Overall, the tier system ensures a standardized way of managing escalations and helps bring them down.