# Presentation: 364279

## Performance Management PresentationImprove Environmental Quality

- Team Members:
**Kenny Floyd, Jim Carscadden, Bill Ketner, Charlyn Lee, Valerie Nottingham, Don Wilson**
**Division of Environmental Protection ORF **
**National Institutes of Health**
- January 21, 2004

**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.  

## Table of Contents

**Main Presentation**
- PM Template ...................................................................................4
- Customer Perspective....................................................................6
- Internal Business Process Perspective........................................17
- Learning and Growth Perspective................................................34
- Financial Perspective......................................................................37
- Conclusions and Recommendations.............................................42

**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.  

## Table of Contents (cont.)

**Appendix**
- Page 2 of template....................................................................
- Customer Perspective
- 	C2a:  List Name of Measure....................................................
- 	C2b:  List Name of Measure....................................................
- 	C2c:  List Name of Measure....................................................
- 	  Internal Business Process Perspective
- 	IB1a:  List Name of Measure....................................................
- 	IB1b:  List Name of Measure....................................................
- 	IB3a:  List Name of Measure....................................................
- Learning and Growth Perspective
- 	LG1b:  List Name of Measure....................................................
-  	LG2a:  List Name of Measure....................................................
- Financial Perspective
- 	F1a:  List Name of Measure....................................................
-  	F2a:  List Name of Measure....................................................
-  	F3a:  List Name of Measure....................................................
- 	C4a:  List Name of Measure....................................................

**Notes:**
Include in the Appendix of your Performance Management (PM) presentation all objectives, measures, and graphs on your Performance Management Plan (PMP) that you didn’t include in the main portion of your presentation.  Insert the numbering and titles on this page to reflect your particular numbering system and graphs.     

## Slide 4

**Notes:**
Insert page 1 of your Performance Management Plan (PMP) here.  This is an example from the Office of Quality Management (OQM) PMP.  Replace the figure shown here with page 1 of your PMP.   
To copy an Excel chart, diagram, graph, Visio chart, or MS Word narrative into PowerPoint:
1.  Copy selected chart/diagram/graph/ text in Excel/Visio/Word
2.  In PowerPoint, insert a new slide on which to paste your chart/diagram/graph.  Note when selecting a new slide on which to paste a graphic, you will want to select the slide type that only has a text box for a title, and the rest of the slide is blank. To insert a slide, choose “Insert”, then “New Slide” from the menu, select the type of slide to insert, and then click “OK”.
3.  Once you have positioned your cursor onto the new blank slide on which you want to import your graphic, choose “Edit” and then “Paste Special” from the menu.  By using “Paste Special” instead of just paste, you will help to keep the size of your file manageable.  
  Resize the copied object if necessary.  To do this, click on the graphic to select it - selection is demonstrated by the object being highlighted and little boxes around the image.  Use your mouse to change the size and location of the image by clicking on either the side or corner of the image and moving it.  If the resizing does not work well, you may want to try resizing the chart or graph in Excel first, and then importing it into PowerPoint.

## Relationship Among Performance Objectives

- The objectives under this service group all have a common theme of meeting regulatory requirements.  A common goal for each discrete service is reduced liability and maintaining good public relations.
- This presentation will focus on the waste management discrete services.

**Notes:**
On this slide, discus the relationships among your performance objectives on your PMP.  If you wish to use the strategy map diagram as a means to display these relationships, feel free to do so. Insert bullet statements summarizing your findings from your customer segmentation graphs, or insert the actual graphs if you desire.  
If you want to insert a diagram here, you will need to add additional blank slides to your presentation, and import your graphics to that slide. To insert a slide, choose “Insert”, then “New Slide” from the menu, select the type of slide to insert, and then click “OK”.
Refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

## Results from the FY04 ORF Customer Scorecard 

**Results from the FY04 ORF Customer Scorecard **
**Service Group: Improve Environmental **
**Quality**
**Product/Service:*****  Manage Solid Waste Streams***
- December 15, 2003
- Summary prepared by the Office of Quality Management (OQM) and SAIC

## Methodology

- Goal was to survey a sample of our 800 documented chemical waste collection customers
- 100 customers were randomly selected from our database of 800 customers
- Customer Scorecards were hand-delivered to the 100 customers
- Instructions requested that the survey be completed and mailed to our office

## Survey Distribution

- FY04 Administration
- Number of Surveys Distributed		100
- Number of respondents			  17
- Response Rate				  17%

## FY04 Satisfaction Ratings

**N = 17**

- Unsatisfactory

- Outstanding

-  * Respondents did not choose numerical ratings on this category

## Scatter DiagramFY04 Customer Importance and Satisfaction Ratings

- Note: The Importance rating scale ranges  from 1 - 10 where “1” represents Unimportant and “10” represents Important. The Satisfaction rating scale ranges  from 1 - 10 where “1” represents Unsatisfactory and “10” represents Outstanding.

- Note:  A  smaller portion of the chart is shown so that the individual data points can be labeled.

- 8.50

- 8.60

- 8.70

- 8.80

- 8.90

- 9.00

- 9.10

- 9.20

- 9.30

- 9.40

- 9.50

- 9.60

- 9.70

- 9.80

- 9.90

- 10.00

- 8.50

- 8.60

- 8.70

- 8.80

- 8.90

- 9.00

- 9.10

- 9.20

- 9.30

- 9.40

- 9.50

- 9.60

- 9.70

- 9.80

- 9.90

- 10.00

**Satisfaction**

**Importance**

***SATISFIED,***

***IMPORTANT***

- Convenience

- Responsiveness

- Availability

- Handling of Problems

- Competence

- Quality

- Timeliness

- Reliability

**Data based on 17 respondents**

**Cost not included since not rated on satisfaction**

## Scatter DiagramFY04 Customer Importance and Satisfaction Ratings:  A Closer Look

- Note:  A  smaller portion of the chart is shown so that the individual data points can be labeled.

## FY04 Timeliness RatingWaste collection services provided within 24 hours of customer request – Frequency of Response

**N = 17**
**Mean = 9.56**
**Median = 10**

## Customer CommentsWhat was done particularly well?

- I have had no problems with collection of material.
- Very responsive to our calls/needs.  All the people who come to DLM are courteous and professional.  Keep doing the good job!
- Timeliness of removal.
- Timely responsiveness.
- Very quick to pick up wastes.  All personnel from phone help to those coming to the lab have been extremely pleasant and appear to be quite competent.
- Quick responsiveness.  Always easy to reach.
- The pick-up team always arrives within a day of our request.
- Very timely.
- Removal.
- Maintaining the physical dumpsters.

## Customer CommentsWhat needs to be improved?

- Communication on the actual cost of services to the end user.
- Communication by phone.  We did not place all items in boxes, so two trips were required.
- Stop the contract clean-up crews from washing animal waste and bedding from being washed down.  The storm drain leading to the NIH creeks.  The waste is located near the 14A Cage wash "Somat" dumpster.  This area needs constant monitoring so a waste management problem does not get out of hand.

## Other Customer Comments

- I am very satisfied.
- We would like to find the funnel that is shorter and transparent if available.
- I don't know what the cost is so I can't comment on this.  It may be very important.
- I really dislike this scorecard.  Suggest that it be tailored to the service being evaluated.

## Summarizing Your Customer Scorecard Data

- Overall the surveys show a high level of customer satisfaction
- The customers place a high importance on the reliability of the service and are very satisfied with the convenience.
- Future actions
- We will continue to improve communications with our customers and address their needs thru changes to the contract service and attention to contract performance requirements.

## Internal Business Process Perspective

**Notes:**
Select the most important objectives from your PMP in the internal business process perspective that you want to focus on in the main presentation.  This example shows an internal business process objective from the OQM PMP.  Replace this diagram with the corresponding row(s) in your PMP for the internal business process objective you would like to highlight.  To do this, copy the appropriate row(s) from your PMP and insert it on this slide. Refer to page 4 of this presentation in the notes for directions on how to insert Excel charts into PowerPoint.  Your PM consultant or OQM staff can also assist you if you have difficulty.   

## Internal Business Process PerspectiveContinued

**Internal Business Process Perspective****Continued**

## Performance Measures

**IB7-1:  Time between customer collection request and delivery of     service (PBSC Measure)**
**Contract Performance Standard:  Receive service request calls for recycling collection from Project Officer or customers by phone or electronic means, document electronically and respond within 24 hours.**
**AQL = 100% of all service request calls serviced within 24 hours**
**Results:  AQL measured for 12 months.  Met AQL in 51 of 52 weeks = 98.08% Compliance****	****	****	**

**Notes:**
Next I am going to review the unique process measures used by our group to further measure the quality of the service.  Most of the measures that we used are performance standards already in place for the performance based solid waste, med waste and recycling  services contract.  Our staff monitors compliance with these performance based standards on a continual basis.

Beginning with Recycling Services our first process measure is directly from the PB Contract.

Time between customer collection request and delivery of service (PBSC Measure)
Contract Performance Standard:  Receive service request calls for recycling collection from Project Officer or customers by phone or electronic means, document electronically and respond within 24 hours.
AQL = 100% of all requests serviced within 24 hours
Results:  AQL measured for 40 weeks.  Met AQL in 39 of 40 weeks = 97.5% Compliance

## IB7-1:  Compliance with 24 hour Recycling Pick Up Requests

**	****Performance Measures**

**Notes:**
This slide shows for the 40 week period of Dec 2001 – Sept 2002, that we achieved a compliance rate of 97.5% based on our contract monitoring of this perf standard.

## Performance Measures

- 	**IB7-2: Timeliness and effectiveness of recyclable collections (PBSC Measure)**
**	****	****	**
**Contract Performance Standard:**** ****Timely and efficient collection of recyclable materials from interior and exterior containers and liners replaced as required in the SOW**
**AQL = No more than 10% of a representative sample of all containers in use greater than 50% full as measured within 4 hours of scheduled service.**
**Results:  AQL measured for 52 weeks.  Met AQL in 52 of 52 weeks = 100% Compliance****	****	**

**Notes:**
Our second unique measure for recycling services is another perf stand from the contract.

DS1:  Collection and Processing of Recyclable Materials 

Timeliness and effectiveness of recyclable collections (PBSC Measure)	
Contract Performance Standard: Timely and efficient collection of recyclable materials from interior and exterior containers and liners replaced as required in the SOW
AQL = No more than 10% of a representative sample of all containers in use greater than 50% full as measured within 4 hours of scheduled service.
Results:  AQL measured for 40 weeks.  Met AQL in 40 of 40 weeks = 100% Compliance		

## Performance Measures

- 	IB8-1:**  Collection and Disposal of Solid Waste**
**Timely and effective emptying of exterior trash dumpsters to prevent overfilling and loading dock backups (PBSC Measure)**
**Contract Performance Standard: Empty containers on schedules that allows continuous loading from the dock.**
**AQL = No more than 10% of containers full and unable to receive additional trash on main campus during core hours.**
**Results:  AQL measured for 52 weeks.  Met AQL in 52 of 52 weeks = 100% Compliance****	**

**Notes:**
Next I will review our 2 process measure for solid waste

The first is a PS out of the contract.

DS2:  Collection and Disposal of Solid Waste

Timely and effective emptying of exterior trash dumpsters to prevent overfilling and loading dock backups (PBSC Measure)
Contract Performance Standard: Empty containers on schedules that allows continuous loading from the dock.
AQL = No more than 10% of containers full and unable to receive additional trash on main campus during core hours.
Results:  AQL measured for 40 weeks.  Met AQL in 40 of 40 weeks = 100% Compliance	

## 	Performance Measures

**	****Performance Measures**

**Notes:**
This slide shows for the 40 week period of Dec 2002 – Sept 2003, that we achieved a compliance rate of 100% based on our contract monitoring of this perf standard.

## 	Performance Measures

**	****Performance Measures**

**Collection and Disposal of Solid Waste**
**     ****Effectiveness of waste reduction efforts accomplished ****	****through the recycling program**
**    ****The effectiveness was determined by taking the amounts ****	****recycled divided by amounts of solid waste plus amounts ****	****recycled.  This provides a percentage of solid waste ****	****reduction achieved through recycling.**
**    ****Results:  Achieve an average recycling rate of 30.30%****	**** for ****	****	****  FY2003**

**Notes:**
This slide shows for the 40 week period of Dec 2002 – Sept 2003, that we achieved a compliance rate of 100% based on our contract monitoring of this perf standard.

## 	Performance Measures

**	****Performance Measures**

**Notes:**
This slide shows for the 40 week period of Dec 2002 – Sept 2003, that we achieved a compliance rate of 100% based on our contract monitoring of this perf standard.

## Performance Measures

- 	IB9-1**:  Collection and Disposal of Hazardous Waste**
**Time between customer collection request and delivery of service**
**The effectiveness was determined by using the ORS Customer Scorecard.  We added an extra question on the Scorecard to measure whether the customers felt that contract requirement for providing waste collection services within 24 hours of request was being met.  **
**Results:  Of the 12 responders that answered the question, all 12 gave a perfect score of 10 = 100% compliance**

**Notes:**

DS3:  Collection and Disposal of Hazardous Waste
Our second hazardous waste measure is:

Timeliness of the collection of hazardous waste.  The Contract requires that waste collection be performed within 24 hours of the customer request. 

We measured how well our contractor is meeting this standard by using the ORS Customer Scorecard.  We added an extra question on the Scorecard to measure whether the customers felt that contract requirement was being met.  
Results:  Of the 12 responders that answered the question, all 12 gave a perfect score of 10 = 100% compliance

## FY04 Timeliness RatingWaste collection services provided within 24 hours of customer request – Frequency of Response

**N = 17**
**Mean = 9.56**
**Median = 10**

## Performance Measures

- 	IB9-2:**  Effectiveness of Recycling/Reuse of Hazardous Waste**
**Effectiveness of using recycling options as compared to destruction or disposal**
**The effectiveness was determined by calculating the total weight of hazardous waste recovered for reuse divided by the the total weight disposed plus weight recovered for reuse. This provides a percentage of hazardous waste that was effectively recovered for reuse.**
**Results:  Achieved a recycling rate of 21.7% for FY03.  This is a very good recycling rate due to the light weight of many recyclable waste streams.  The recycling rate in FY02 was 18%.  This was a 20.5% improvement over the previous year.**

**Performance Measures**

**Notes:**
This chart displays these results.  We had 1 customer who completed the survey but was not sure if the 24 hour standard had been met.  

## Performance Measures

- 	IB9-3:**  Compliance with Hazardous Waste Regulations**
**Effectiveness of hazardous waste regulatory compliance as measured by regulatory violations**
**The effectiveness was determined by documenting any regulatory violations received in FY03.  **
**Results:  No regulatory violations were received = 100% compliance**

**Notes:**

DS3:  We had 3  process measures for the Collection and Disposal of Hazardous Waste

This contract is not currently a PB contract, but we are currently working on the competitive of a new 5 year contract that will be PB.

Our first process measure is:

Effectiveness of hazardous waste regulatory compliance as measured by regulatory violations
The effectiveness was determined by evaluating the results of all regulatory inspections performed during FY02.  One 2-day regulatory inspection was performed by the Maryland Department of the Environment. 
Results:  No regulatory violations were discovered as a result of this inspection = 100% compliance

## 	 Performance Measures

**IB9-3:  Effectiveness of Hazardous Waste Regulatory Compliance  FY 03 **

- * Respondents did not choose numerical ratings on this category

**Average Customer Satisfaction =  89.78%**

**N = 17**

## Performance Measures

- 	**IB10-1:  Collection and Disposal of Medical Pathological Waste**
**Time between MPW boxes placed in storage areas by customer and removed by Contractor (PBSC Measure)**
**Contract Performance Standard: Timely and efficient collection of  MPW containers from building interiors and loading docks**
**AQL = 90% of all MPW containers collected on-site**** ****within 3 hours of being set-out by generator.**
**Results:  AQL measured for 52 weeks.  Met AQL in 52 of 52 weeks = 100% Compliance****	**

**Notes:**
DS4:  Collection and Disposal of Medical Pathological Waste

We had one process measure for med waste.  This is a PB measure out of our contract.

Time between MPW boxes placed in storage areas by customer and removed by Contractor (PBSC Measure)

Contract Performance Standard: Timely and efficient collection of  MPW containers from building interiors and loading docks

AQL = 90% of all MPW containers collected on-site within 3 hours of being set-out by generator.

Results:  AQL measured for 40 weeks.  Met AQL in 40 of 40 weeks = 100% Compliance	

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

- Recycling Services:  We met our contract performance based standards 100% of the time.
- Solid Waste Services: We met our contract performance based standard 100% of the time and we increased our recycling rate to 30%.  FY02 rate was 25%.
- Hazardous Waste Services:  We increased our recycling rate, operated in full regulatory compliance, and achieved a very high score from customers on the Customer Score Card.
- Medical Waste Services:  We met our contract performance based standard 100% of the time.

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

## Internal Business Process PerspectiveWhat actions are planned?

- Recycling Services:  Strive to maintain and improve this high level of performance.
- Solid Waste Services: Strive to maintain and improve this high level of performance and continue to pursue a recycling rate goal of 50%.
- Hazardous Waste Services:  Strive to increase our recycling rate, maintain our full regulatory compliance, and achieve an even higher score from customers on the Customer Score Card.
- Medical Waste Services:  Strive to maintain and improve this high level of performance.

**Notes:**
Use this slide to discuss the actions you plan to take based on the data gathered and analyzed.  

## Learning and Growth Perspective

**Notes:**
Select the most important objectives from your PMP in the Learning and Growth perspective that you want to focus on in the main presentation.  Then copy that row from your PMP and insert it on this slide. Refer to page 4 of this presentation in the notes for directions on how to insert Excel charts into PowerPoint.  Your PM consultant or OQM staff can also assist you if you have difficulty.   This slide shows an example from the OQM template, and you will want to replace this slide with your own.

## Slide 36

## Financial Perspective 

**Notes:**
Minimizing unit cost at a defined service delivery level is a common objective for all teams.  Thus all teams need to report on this objective in the main presentation.  

## Financial PerspectiveWhat does the data tell you?

**DEP provides top quality waste services to the NIH without significant costs increases from year to year**
**Solid waste cost does not account for removal from within the building to the exterior waste collection container**
**Solid waste and recycled materials are directly related, as one goes up the other comes down**

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

## Conclusions from PMP

- List major findings from your PMP
- 	-  Quality of services have remained at the highest levels
- List any improvements achieved
- 	-  20% increase in solid waste recycling
- 	-  21% increase in hazardous waste recycling
- Highlight initiatives for FY04
- 	-  Continue to increase hazardous and solid waste recycling rates
- 	-  Continue hazardous waste operations in full regulatory compliance

**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?