# Presentation: 099013

## Performance Management Presentation

*Team Members*:**   **
- Gil Kruemmel, Paulette Mills
**ORS **
**National Institutes of Health**
- 9 January  2004

**               ****Provide Printing and Document **
**           ****Management Services**

**Notes:**
This template is designed to assist you in assembling your presentation for the Performance Management (PM) Conference, which will be held at the Natcher Conference Center on Wednesday, 21 January 2004.  All Performance Management (PM) teams will prepare a presentation.  You will need to have your presentation reviewed by your management prior to submitting it to OQM.   OQM must receive your final PowerPoint presentation file by Friday, 9 January.  Please email this file to kaplanc@ors.od.nih.gov.  Note that this template provides guidance and that you should not limit your report/presentation to the examples provided in it. Realize you are currently in the Notes Page View, where you will find advice on how to put together your ASA Presentation.   To view your slides as they will appear in Power Point, click on View and select Normal.  To return to the this view, click on View and select Notes Page.  

## Overview and Contents

- Years in Review – Changes in FTE’s
- PMP Template
- Value proposition and strategy
- Performance objectives and measures
- Customer Perspective: Critical Measures
- % Procurement Jobs with Multiple Bids
- Internal Business Processes : Critical Measures
- $ change in Top 10 (DS 1) Customers
- Learning and Growth: Critical Measures
- # of orders year to year
- # of impressions year to year
- FTE’s in Group
- Financial Perspective: Critical Measures
- Unit Costs
- Conclusions and Actions
- Appendix

**Notes:**
This Table of Contents lays out a recommended structure for your PM presentation.  Notice this page describes the Main Presentation.  Keep in mind that you have approximately 30 minutes for the presentation, including questions from the audience.   The means you will need to select one or two objectives per perspective from your Performance Management Plan (PMP), one or two measures for each objective selected, and the corresponding data and graphs for each of the measures selected.  All the remaining objectives, measures, graphs, and interpretation for your PMP should be placed in the Appendix.  

## Printing Branch FTE’s

## Revenue  DS1 Printing Procurement and DS2 Document Conversion/Management and Print Services

## Service Group Performance Management Plan

## Performance Plan For FY04 – FY05

## Strategic Objectives - Strategy Mapping

## Strategy Mapping Conclusions and Actions

- Strategy Mapping revealed our objectives should emphasize Financial as the top perspective.
- We modified our PMP to utilize more financial measures as both lead and lag indicators.
- Strategy Map Analysis:We must reach out to our existing customers and those prospective customers to inform them about our capabilities and benefits if we are to meet our customer objectives.

## Customer Perspective

**Critical Measures**

## Objective C1. : Improve on best price for procurement 	Measure: C1.1 Change in 3 Bids Analysis

- 3 Bid Chart

- Brochure average savings 1st & 2nd : $1060
- Posters average savings 1st & 2nd : $252

**Notes:**
You may decide that it is better to report some data in a text format instead of a graphical format.  Here is an example of a measure from the OQM PMP that does just that.  Again title the slide so it indicates the number of the measure (and it’s corresponding objective).  Here is the second measure (b) for the first customer objective (C1) on the OQM template.  You can see if you look back at the slide on page 7 that the title corresponds to what is listed on the OQM PMP for the second measure for the first customer objective.  

## No FY 03 survey was conducted
FY 04 survey will focus on the top ten customers
Survey will be individual focus surveys designed to determine the most important qualities of “good service”
The print team will ask OQM in assisting in the design and best implementation to gather and report on this info.

- FY 04 survey will focus on the top ten customers
- Survey will be individual focus surveys designed to determine the most important qualities of “good service”
- The print team will ask OQM in assisting in the design and best implementation to gather and report on this info.

- Objective C3. Increase Customer Satisfaction
- Measure: C3.1 Customer Survey

**Customer Survey Methodology**

## What does this Customer Data tell us?What actions are planned?

-   Our customers achieve the best market    rates by using our leveraged buying power.
-   Our use of multiple bids for thousands of procurement jobs keeps the vendor community aware of the value of our business at the same time it assures our customers receive the best rate.
-   A key to high customer satisfaction is in providing a best price solution plus informing the customers that we are providing this valuable service for them.

## Internal Business Process PerspectiveCritical Measures

**Notes:**
Transition Slide for your Internal Business Process Perspective data and findings.

## -Insert  chart/table here-

- Objective IB2. Improve Awareness of NIH printing and document management services.
- 	Measure: IB2.1 Top customers changes

##  NIH Activity Report

- Objective IB2. Improve Awareness of NIH printing and document management services.
- 	Measure: IB2.3 NIH activity report

## Internal Business Process PerspectiveWhat does the data tell you?What actions are planned?

-       We know who our major customers are by the 	type of purchases they make and the volume.
-        Our total NIH activity shows the total market is 	2x the size of the commercial procurement 	executed in our branch.
-        We plan to continue our educational awareness 	program to all the IC’s informing them about 	our leveraged buying benefits and the risk 	management benefits built into our 	procurement process.

**Notes:**
Use this slide to make bulleted statements about what you learned from the data you reported in this perspective.  

## Learning and Growth PerspectiveCritical Measures

**Notes:**
Transition Slide for the Learning and Growth Perspective.

## Printing Branch FTE’s

- FY 04  Target = 9

- Objective L1. Improve Adoption of best business practices
- Measure: L1.2 Change in FTE’s

## Objective L2: Increase knowledge of customer needsMeasure L2.1: Change in number of total jobs

**Objective L2: Increase knowledge of customer needs****Measure L2.1: Change in number of total jobs**

## Objective L2: Increase knowledge of customer needs	Measure L2.1: Change in number of impressions

**Objective L2: Increase knowledge of customer needs****	****Measure L2.1: Change in number of impressions**

## Learning and Growth PerspectiveWhat does the data tell us?What actions are planned?

- Minimize our on board FTE’s while sustaining high level of commercial procurement, in-house impressions to include document conversion.
- In order to continue to meet the demands for orders of all types with a reduced number of FTE’s it is important we adopt the best business practices in order receipt, order management, order fulfillment and quality control.

**Notes:**
Use this slide to make bulleted statements about what you learned from the data you reported in this perspective.  

## Financial PerspectiveCritical Measures

**Notes:**
Transition Slide for the Customer Perspective.  

## Objective F2. Minimize Unit CostsMeasure F2.1 Reduce internal unit costs (DS1 & DS2)

## Conclusions

**Notes:**
Transition Slide for your Conclusions.  

## Conclusions from PMP

**Eye-Openers**
- Total NIH printing market is twice the size of Central Printing and Publishing Management's total printing procurement revenue
- NIH Printing Procurement officials should be aware that our 3 Bid system enables us to meet customer requirements while ensuring best price available
**Emphasis On**
- Continue emphasis on getting "Healthy" financially (Positive NOR)
- Educate customers on our capabilities and benefits
- Continue to adjust resources to ever changing customer requirements
- Continue adopting Best Business Practices

**Notes:**
Use this slide to summarize your conclusions from the PM effort.  Ideas for Conclusions:
What are your major findings based on all of the analyses you’ve conducted? 
What improvements has the group achieved thus far?
What initiatives are planned for FY04?

## Conclusions from PMP

**Improvements Achieved**
- Met all work requirements with less personnel resources (Reduced FTE's by 62.5%)
- Reduce space requirement by $200K
**Highlight Initiatives for FY-04**
- Awarded Scan/Conversion Contract for electronic research grant applications in support of the NIH eRA Initiative
- Developed formal marketing plan
- "Storefront" service offerings through additional DMAPS sites
- Develop a contract to allow for migration to off-site contractor for digital printing of grant material:  Potential savings of over $1.1M
- Move current operation out of Stonestreet location (space savings of $300K)
- Develop working partnership with QAI (conversion contractor) to develop new business applications

**Notes:**
Use this slide to summarize your conclusions from the PM effort.  Ideas for Conclusions:
What are your major findings based on all of the analyses you’ve conducted? 
What improvements has the group achieved thus far?
What initiatives are planned for FY04?