# Presentation: 267454

## FY02 ASA Presentation Provide Animal Product Delivery

**Presented by:****   **
- Scott Green
- Animal Resource Contracts Administrator
- ORS/DIRS/VRP
- Office of Research Services
- National Institutes of Health
**18 November  2002**

**Notes:**
Here is an ASA Presentation file to help you prepare your presentation for the Performance Management Conference to be held at the Natcher Conference Center on 18 November.  

OQM must receive your final PowerPoint presentation file by Monday, 11 November.  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.

Copy this file to your computer and name it for your ASA.

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
- ASA Template ..........................................................................3
- Customer Perspective.................................................................4
- Customer Segmentation ...................................................................5
- Customer Satisfaction.......................................................................9
- Unique Customer Measures..............................................................17
- Internal Business Process Perspective..........................................21
- Service Group Block Diagram............................................................22
- Conclusions from Discrete Services Deployment Flowcharts....................24
- Process Measures......................................................................... .27
- Learning and Growth Perspective................................................ 31
- Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data....... 32
- Analysis of Readiness Conclusions....................................................33
- Financial Perspective................................................................34
- Unit Cost......................................................................................35
- Asset Utilization.............................................................................39
- Conclusions and Recommendations.............................................43
- Conclusions from FY02 ASA.............................................................44
- Recommendations..........................................................................46
- Appendices..............................................................................48

**Notes:**

This Table of Contents lays out a recommended structure for your ASA presentation.  

Notice this page describes the Main Presentation.

Keep in mind that you have 30 minutes for the presentation, including questions from the audience.  

## Slide 3

**Notes:**
Replace the template shown here with page 1 of your ASA template.   

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.  Resizing the chart or graph in Excel first may give you better results.  You may want to try it both ways.

	In your presentation, please emphasize the value proposition and the service group strategy.  Have your customers had a chance to discuss with you the  the VP?  What elements of the value proposition were assessed in the ASA?  

## Customer Perspective

**Notes:**
Transition Slide for your Customer Perspective data and findings.

## Animal Transportation
Provides services for all ICs that use animals in their intramural research programs
Primary users are NIAID, NHLBI, and NCI (65%-75% of requests)
IC usage trends have been fairly consistent over the past 3 years

- Provides services for all ICs that use animals in their intramural research programs
- Primary users are NIAID, NHLBI, and NCI (65%-75% of requests)
- IC usage trends have been fairly consistent over the past 3 years

**Customer Segmentation**

**Notes:**
Insert bullet statements summarizing your findings from your customer segmentation graphs, or insert the actual graphs if you desire.  

If you have more than one graph, you will need to add additional blank slides to your presentation, and import your graphics to those slides. 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.  

Ideas for summarizing your Customer Segmentation Data:
Which segments are your primary customers?  
Which NIH customers are not currently your customers?  Why?
If you have multiple year data, how has your customer base changed over time?
What does the information show about who you are and are not serving?  What does this mean for your service area?
Have you chosen growth as your service strategy?  If so, how is this reflected in your chart (i.e., which segments will you target for growth)?

## Customer Segmentation

**Notes:**
Insert bullet statements summarizing your findings from your customer segmentation graphs, or insert the actual graphs if you desire.  

If you have more than one graph, you will need to add additional blank slides to your presentation, and import your graphics to those slides. 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.  

Ideas for summarizing your Customer Segmentation Data:
Which segments are your primary customers?  
Which NIH customers are not currently your customers?  Why?
If you have multiple year data, how has your customer base changed over time?
What does the information show about who you are and are not serving?  What does this mean for your service area?
Have you chosen growth as your service strategy?  If so, how is this reflected in your chart (i.e., which segments will you target for growth)?

## Animal Procurement
Provide services for all ICs that use animals in their intramural research programs
Primary users are NIAID, NINDS, and NICHD (approximately 44% of orders placed)

- Provide services for all ICs that use animals in their intramural research programs
- Primary users are NIAID, NINDS, and NICHD (approximately 44% of orders placed)

**Customer Segmentation**

**Notes:**
Insert bullet statements summarizing your findings from your customer segmentation graphs, or insert the actual graphs if you desire.  

If you have more than one graph, you will need to add additional blank slides to your presentation, and import your graphics to those slides. 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.  

Ideas for summarizing your Customer Segmentation Data:
Which segments are your primary customers?  
Which NIH customers are not currently your customers?  Why?
If you have multiple year data, how has your customer base changed over time?
What does the information show about who you are and are not serving?  What does this mean for your service area?
Have you chosen growth as your service strategy?  If so, how is this reflected in your chart (i.e., which segments will you target for growth)?

## Customer Segmentation

**Notes:**
Insert bullet statements summarizing your findings from your customer segmentation graphs, or insert the actual graphs if you desire.  

If you have more than one graph, you will need to add additional blank slides to your presentation, and import your graphics to those slides. 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.  

Ideas for summarizing your Customer Segmentation Data:
Which segments are your primary customers?  
Which NIH customers are not currently your customers?  Why?
If you have multiple year data, how has your customer base changed over time?
What does the information show about who you are and are not serving?  What does this mean for your service area?
Have you chosen growth as your service strategy?  If so, how is this reflected in your chart (i.e., which segments will you target for growth)?

## Animal Transportation
Response rate – 50%
Radar Chart
Product satisfaction ratings = 7.68 (7.5 – 8.0)
Highest – Cost		Lowest - Quality
Customer satisfaction ratings = 7.17 (6.33 – 7.5)
Highest – Responsiveness	Lowest – Handling Problems
Ratings are approximately 7-16% lower than ORS

- Response rate – 50%
- Radar Chart
- Product satisfaction ratings = 7.68 (7.5 – 8.0)
- Highest – Cost		Lowest - Quality
- Customer satisfaction ratings = 7.17 (6.33 – 7.5)
- Highest – Responsiveness	Lowest – Handling Problems
- Ratings are approximately 7-16% lower than ORS

**Customer Satisfaction**

**Notes:**
Insert bullet statements summarizing your findings from your customer satisfaction graphs, or insert the actual graphs if you desire.  

If inserting your radar charts or scatter diagram, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Ideas for summarizing your Customer Satisfaction Data:

Which ratings are highest?  Which are lowest?  Why?
How do the ratings compare to the data collected in the internal business perspective?  For example, if the average satisfaction with timeliness is low and your response time measure in the process perspective indicates that 97% of the time you delivered within agreed upon schedules, then the discrepancy needs to be investigated.
How do you compare to ORS overall?
What did you learn from reviewing all your comments?
Which areas will you concentrate your improvement efforts on and why?

## Radar ChartOperate Animal Transportation ServiceFY02 Product/Service Satisfaction Ratings

- Note:  The rating scale ranges  from 1 - 10 where “1” represents Unsatisfactory and “10” represents Outstanding.   Refer to the Data Analysis and Graphing training for advice on interpreting these results.

## Radar ChartOperate Animal Transportation ServiceFY02 Customer Service Satisfaction Ratings

- Note:  The rating scale ranges  from 1 - 10 where “1” represents Unsatisfactory and “10” represents Outstanding.   Refer to the Data Analysis and Graphing training for advice on interpreting these results.

## Animal Transportation
Customer comments – positive
Driver stationed at Animal Center
Flexible schedule

Customer comments – areas for improvement
Dispatching activity needs to be improved 
Need more customer service orientation
Scheduling and communication can be improved
Flexibility in scheduling – NIHAC to Bethesda
Concerns about sanitation of vehicles

- Customer comments – positive
- Driver stationed at Animal Center
- Flexible schedule
- Customer comments – areas for improvement
- Dispatching activity needs to be improved
- Need more customer service orientation
- Scheduling and communication can be improved
- Flexibility in scheduling – NIHAC to Bethesda
- Concerns about sanitation of vehicles

**Customer Satisfaction**

**Notes:**
Insert bullet statements summarizing your findings from your customer satisfaction graphs, or insert the actual graphs if you desire.  

If inserting your radar charts or scatter diagram, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Ideas for summarizing your Customer Satisfaction Data:

Which ratings are highest?  Which are lowest?  Why?
How do the ratings compare to the data collected in the internal business perspective?  For example, if the average satisfaction with timeliness is low and your response time measure in the process perspective indicates that 97% of the time you delivered within agreed upon schedules, then the discrepancy needs to be investigated.
How do you compare to ORS overall?
What did you learn from reviewing all your comments?
Which areas will you concentrate your improvement efforts on and why?

## Animal Procurement
Response rate – 61% 
9 ICs submitted results
Radar Chart
Product satisfaction ratings = 6.84 (6.17 – 7.18)
Highest – Reliability		Lowest – Cost
Customer satisfaction ratings = 7.31 (7.0 – 7.33)
Highest – Handling of Problems	Lowest – Convenience
Ratings are approximately 15% lower than ORS  

- Response rate – 61%
- 9 ICs submitted results
- Radar Chart
- Product satisfaction ratings = 6.84 (6.17 – 7.18)
- Highest – Reliability		Lowest – Cost
- Customer satisfaction ratings = 7.31 (7.0 – 7.33)
- Highest – Handling of Problems	Lowest – Convenience
- Ratings are approximately 15% lower than ORS

**Customer Satisfaction**

**Notes:**
Insert bullet statements summarizing your findings from your customer satisfaction graphs, or insert the actual graphs if you desire.  

If inserting your radar charts or scatter diagram, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Ideas for summarizing your Customer Satisfaction Data:

Which ratings are highest?  Which are lowest?  Why?
How do the ratings compare to the data collected in the internal business perspective?  For example, if the average satisfaction with timeliness is low and your response time measure in the process perspective indicates that 97% of the time you delivered within agreed upon schedules, then the discrepancy needs to be investigated.
How do you compare to ORS overall?
What did you learn from reviewing all your comments?
Which areas will you concentrate your improvement efforts on and why?

## Radar ChartProcure Research AnimalsFY02 Product/Service Satisfaction Ratings

- Note:  The rating scale ranges  from 1 - 10 where “1” represents Unsatisfactory and “10” represents Outstanding.   Refer to the Data Analysis and Graphing training for advice on interpreting these results.

## Radar ChartProcure Research AnimalsFY02 Customer Service Satisfaction Ratings

- Note:  The rating scale ranges  from 1 - 10 where “1” represents Unsatisfactory and “10” represents Outstanding.   Refer to the Data Analysis and Graphing training for advice on interpreting these results.

## Animal Procurement
Customer comments – positive
Reliable staff
Rapid response time
Effective problem solving
Pleasant helpful staff
CAPS has increased effectiveness of communication
Customer comments – areas for improvement
Need additional personnel (numerous respondents)
Some staff are not as effective at problem solving as others
CAPS should be updated to enhance querying capabilities
Customer training should be provided

- Customer comments – positive
- Reliable staff
- Rapid response time
- Effective problem solving
- Pleasant helpful staff
- CAPS has increased effectiveness of communication
- Customer comments – areas for improvement
- Need additional personnel (numerous respondents)
- Some staff are not as effective at problem solving as others
- CAPS should be updated to enhance querying capabilities
- Customer training should be provided

**Customer Satisfaction**

**Notes:**
Insert bullet statements summarizing your findings from your customer satisfaction graphs, or insert the actual graphs if you desire.  

If inserting your radar charts or scatter diagram, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Ideas for summarizing your Customer Satisfaction Data:

Which ratings are highest?  Which are lowest?  Why?
How do the ratings compare to the data collected in the internal business perspective?  For example, if the average satisfaction with timeliness is low and your response time measure in the process perspective indicates that 97% of the time you delivered within agreed upon schedules, then the discrepancy needs to be investigated.
How do you compare to ORS overall?
What did you learn from reviewing all your comments?
Which areas will you concentrate your improvement efforts on and why?

## Scatter Diagrams
Animal Transportation
All criteria considered very important (8.5 – 10)
Satisfaction level ranged from 6.5 – 8.0
Most important – competence, quality, reliability, timeliness
Least satisfaction – handling of problems

- Animal Transportation
- All criteria considered very important (8.5 – 10)
- Satisfaction level ranged from 6.5 – 8.0
- Most important – competence, quality, reliability, timeliness
- Least satisfaction – handling of problems

**Unique Customer Measures**

**Notes:**
If you added unique customer measures, insert bullet statements summarizing your findings here or the graphs if informative.  

For example, you may show a graph depicting repeat customers or new customers, or revenue from new customers or new services.

Refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Delete this slide if you have no additional unique customer measures.

## Scatter DiagramOperate Animal Transportation ServiceFY02 Customer Importance and Satisfaction Ratings:  A Closer Look

**Scatter Diagram****Operate Animal Transportation Service****FY02 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.

## Scatter Diagrams
Animal Procurement
All criteria considered very important (7.0 – 10)
Satisfaction level ranged from 6.0 – 8.0
Cost is the the least important criteria with the lowest level of satisfaction

- Animal Procurement
- All criteria considered very important (7.0 – 10)
- Satisfaction level ranged from 6.0 – 8.0
- Cost is the the least important criteria with the lowest level of satisfaction

**Unique Customer Measures**

**Notes:**
If you added unique customer measures, insert bullet statements summarizing your findings here or the graphs if informative.  

For example, you may show a graph depicting repeat customers or new customers, or revenue from new customers or new services.

Refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Delete this slide if you have no additional unique customer measures.

## Scatter DiagramProcure Research AnimalsFY02 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.

## Internal Business Process Perspective

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

## Service Group Block Diagram

- Both discrete services are independent components within the Service Group
- Most ICs use both services

**Notes:**
Discuss the relationship between your Service Group and the discrete services included in the group.  

This would be the place to point out any difficulties you had with establishing performance measures for your existing discrete services (e.g., because they do not accurately reflect the work you do or the services you provide to customers).

You may also highlight suggested changes to the service group focus, or to the discrete service composition.   

If you want to insert your block diagram, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

## Slide 23

## Our Service Group completed 2 deployment flowcharts for 2 discrete services
Process map for Animal Transportation is simple and straight forward
Process map for Animal Procurement is complex and involves a number of distinct steps
Placing and confirming the order with the vendor
Billing the investigator for the animals 
Maintaining credit card log and reconciliation

- Process map for Animal Transportation is simple and straight forward
- Process map for Animal Procurement is complex and involves a number of distinct steps
- Placing and confirming the order with the vendor
- Billing the investigator for the animals
- Maintaining credit card log and reconciliation

**Conclusions from Discrete Services Deployment Flowcharts**

**Notes:**
Each Service Group was required to complete a deployment flowchart on every discrete service in their Service Group.  After reviewing these flowcharts, summarize what you learned from this analysis. 

Ideas for summarizing conclusions from your Deployment Flowcharts:
Did it lead to suggestions for changing the process?  
Did it lead to identifying process measures?  
Have you made any changes in your processes already based on what you learned?  
What impact should these changes have in process performance, customer satisfaction?  
How would you know if the changes achieved expected results?

If particularly useful, you may want to include a copy of a deployment flowchart.  Realize that in most cases, it will be difficult for your audience to readily see your chart in this format.   However, you could focus on a section that you changed. 

If you choose to insert any deployment flowcharts, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

## Slide 25

## Slide 26

## Slide 27

## Process Measures

- DS1:  Animal Transportation
- Number of runs – pick-up and/or deliveries
- Protocol driven and vary with research requirements
- Reviewed data from last 3 years
- Peak (mid FY 00) approximately 30% above 3 year mean
- Last 2 years fairly consistent
- 	(approximately +/- 10% of mean )

**Notes:**
Each Service Group was required to come up with a unique process measure for every discrete service.  List those measures here.  A simple way to do that is indicated above.  

Also summarize any data that was collected on these process measures, and the findings from that data.  If relevant, include graphs showing your process measures data.  

You should indicate how these unique measures helped you assess the performance elements of your team’s value proposition.   

For example, if you indicated that you provide timely and cost efficient services, then show the percentage of times that your services were delivered within agreed upon schedules.  Then, in the financial perspective you can show how your unit cost has changed over time, or how your rates compared to other service providers.  You may also show how your response time to service requests has changed over time.

## Process Measures

- Individual Values: Animal Transportation

**Notes:**
Transition Slide for your Learning and Growth Perspective data and findings.

## Process Measures

- DS2:  Procure Research Animals
- Number of orders placed
- Reviewed data from FY 02
- Oct/Nov have fewest orders – budgets not established
- Fairly consistent remainder of year

**Notes:**
Each Service Group was required to come up with a unique process measure for every discrete service.  List those measures here.  A simple way to do that is indicated above.  

Also summarize any data that was collected on these process measures, and the findings from that data.  If relevant, include graphs showing your process measures data.  

You should indicate how these unique measures helped you assess the performance elements of your team’s value proposition.   

For example, if you indicated that you provide timely and cost efficient services, then show the percentage of times that your services were delivered within agreed upon schedules.  Then, in the financial perspective you can show how your unit cost has changed over time, or how your rates compared to other service providers.  You may also show how your response time to service requests has changed over time.

## Learning and Growth Perspective

**Notes:**
Transition Slide for your Learning and Growth Perspective data and findings.

## Learning and Growth Perspective

**Notes:**
Transition Slide for your Learning and Growth Perspective data and findings.

## 20% employee turnover (2 out of 10) 
1 retirement
1 physically unable to perform
Approximately 8.2 days sick leave per employee
Average of 1.2 awards for each employee
No  ER/EEO/ADR cases out of 10 employees

- 1 retirement
- 1 physically unable to perform
- Approximately 8.2 days sick leave per employee
- Average of 1.2 awards for each employee
- No  ER/EEO/ADR cases out of 10 employees

**Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data**

**Notes:**
Summarize your findings and conclusions from the Learning and Growth data provided to your Team.  If useful, insert any Learning and Growth graphs from the feedback packages provided by OQM.  

Refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Ideas for conclusions on Turnover, Sick Leave, Awards, EEO/ER/ADR:
How has the employee turnover in your area impacted your ability to deliver excellent service to your customers?
Have you not had turnover in your area?  How does that impact your ability to stay current with customers’ ever changing demands for services?
Does your EEO/ER/ADR data indicate issues that need to be addressed in your work place?
What has been the cumulative impact of sick leave usage, and the need to address workplace issues through the ADR, EEO and ER processes in servicing NIH or ORS customers?
Do the awards provided to your employees seem to match with the service they are delivering to their customers?  In answering this question, please relate to the customer satisfaction data and indicators of service performance (e.g., cycle time, unit cost, quality). 

## Animal Transportation
Increase computer knowledge of staff  leading to automation of transportation requests and scheduling to prepare for upcoming retirement of government staff
Identify the effects of the outsourcing initiative on service

Animal Procurement 
Increase computer knowledge of staff specifically regarding credit card logs and reconciliation
Staff should achieve level 1 Acquisition Certification 
Must identify how animal procurement function will be affected by NIH NBS

- Increase computer knowledge of staff  leading to automation of transportation requests and scheduling to prepare for upcoming retirement of government staff
- Identify the effects of the outsourcing initiative on service
- Animal Procurement
- Increase computer knowledge of staff specifically regarding credit card logs and reconciliation
- Staff should achieve level 1 Acquisition Certification
- Must identify how animal procurement function will be affected by NIH NBS

**Analysis of Readiness Conclusions**

**Notes:**
Summarize the major findings from the Analysis of Readiness questions reviewed by your team.  

Ideas for Analysis of Readiness Summary:
Do you expect major changes in the service group value proposition, or in the composition of discrete services ( 3 - 5 years from now)?
What new skills and abilities are needed by your workforce?
How do you plan to address fluctuations in discrete service demand?
What changes in technology or tools, if any, are needed or desired?  How do you know?  Is it based on best practices or benchmarking studies? If so, please explain.
What is the team doing to address the changes needed?  What is the plan? What are the possible consequences of not implementing the changes in the time needed?

## Financial Perspective

**Notes:**
Transition Slide for your Financial Perspective data and findings.

## 	Operate Animal Transportation Service
Average cost per delivery/pick-up has increased substantially (<42%) over past 3 years.
Increase attributed to 
Decrease in demand past 2 years compared to FY 00 of approximately 15.5%
Increased contractor costs in FY 02
Increased fuel costs in FY 02

- Average cost per delivery/pick-up has increased substantially (<42%) over past 3 years.
- Increase attributed to
- Decrease in demand past 2 years compared to FY 00 of approximately 15.5%
- Increased contractor costs in FY 02
- Increased fuel costs in FY 02

**Unit Cost Measures**

**Notes:**

If you choose to insert your unit cost graphs, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Ideas for Summarizing your Unit Cost Measures:
How did you define unit cost for each discrete service?
If you didn’t define unit cost for each discrete service, why not?
Is your unit cost going up or down or remaining stable?  Why?
What do you anticipate next year and in the future?

**Unit Cost Measures**

**Notes:**

If you choose to insert your unit cost graphs, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Ideas for Summarizing your Unit Cost Measures:
How did you define unit cost for each discrete service?
If you didn’t define unit cost for each discrete service, why not?
Is your unit cost going up or down or remaining stable?  Why?
What do you anticipate next year and in the future?

## Procure Research Animals
Annual Operating Costs (FY 02) – $3,780,195 (includes cost of animals)
Annual Operating Costs (FY 02) – $380,591 (not including cost of animals)
Average cost per order - $283
Average contribution (13% surcharge per order) - $36.79
Break-even point (annually and monthly) - 10,345

- Annual Operating Costs (FY 02) – $3,780,195 (includes cost of animals)
- Annual Operating Costs (FY 02) – $380,591 (not including cost of animals)
- Average cost per order - $283
- Average contribution (13% surcharge per order) - $36.79
- Break-even point (annually and monthly) - 10,345

**Unit Cost Measures**

**Notes:**

If you choose to insert your unit cost graphs, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Ideas for Summarizing your Unit Cost Measures:
How did you define unit cost for each discrete service?
If you didn’t define unit cost for each discrete service, why not?
Is your unit cost going up or down or remaining stable?  Why?
What do you anticipate next year and in the future?

## Unit CostProcure Research Animals

## Asset Utilization Measured
Operate Animal Transportation Service
Difficult to ascertain due to the variation within the types of deliveries/pick-ups
Assume that during busiest month we are at full capacity
Compare other months to busiest month
Procure Research Animals
Assume that during busiest month we are at full capacity
Compare other months to busiest month

- Operate Animal Transportation Service
- Difficult to ascertain due to the variation within the types of deliveries/pick-ups
- Assume that during busiest month we are at full capacity
- Compare other months to busiest month
- Procure Research Animals
- Assume that during busiest month we are at full capacity
- Compare other months to busiest month

**Asset Utilization Measures**

**Notes:**

If you choose to insert graphs, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Ideas for Summarizing Asset Utilization Measures:
How did you define asset utilization?
How close are you in meeting your planned utilization?  Why?
How can you better plan asset utilization in the future?

## Slide 41

## Slide 42

## 	For  FY 03 we will begin to collect data which will allow us to better quantify Asset Utilization

**Asset Utilization Measures**

**Notes:**

If you choose to insert graphs, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Ideas for Summarizing Asset Utilization Measures:
How did you define asset utilization?
How close are you in meeting your planned utilization?  Why?
How can you better plan asset utilization in the future?

## Conclusions and Recommendations 

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

## Conclusions from FY02 ASA

- Transportation
- Major Findings
- Unit cost has increased significantly over the past 3 years
- Demand has decreased past 2 years compared to FY 00
- Varying degrees of customer satisfaction/dissatisfaction
- Improvements Already Initiated
- Use of Outlook to schedule pick-ups and deliveries
- Use of staggered scheduling to increase availability
- Institute request confirmation process

**Notes:**
Use this slide to summarize your conclusions from the FY02 ASA.

Ideas for Conclusions:
What are your major findings based on all of the analyses you’ve conducted? 
What services, products, or processes have you identified for improvement?
What have you already implemented based on your findings?

## Conclusions from FY02 ASA

- Animal Procurement
- Major Findings
- Varying degrees of customer satisfaction/dissatisfaction
- FY 02 average revenue per order greatly exceeded unit cost per order
- Improvements Already Initiated
- Continue to hold CAPS Users Group meetings to discuss relevant issues and receive customer feedback.
- Work with CIT to address computer issues
- Work with CIT on credit card reconciliation issues

**Notes:**
Use this slide to summarize your conclusions from the FY02 ASA.

Ideas for Conclusions:
What are your major findings based on all of the analyses you’ve conducted? 
What services, products, or processes have you identified for improvement?
What have you already implemented based on your findings?

## Transportation
Initiate web-based transportation request
Estimated date of implementation - 1/03
Initiate automated scheduling via Outlook
Estimated date of implementation - 1/03
Improve data collection methodology
Estimated date of implementation - 12/02
Initiate improved customer feed-back
 Estimated date of implementation - 12/02
Initiate staff refresher training sessions
Estimated date of implementation - 2/03
Enhance transportation section of the VRP web-site
Estimated date of implementation - 6/03

- Initiate web-based transportation request
- Estimated date of implementation - 1/03
- Initiate automated scheduling via Outlook
- Estimated date of implementation - 1/03
- Improve data collection methodology
- Estimated date of implementation - 12/02
- Initiate improved customer feed-back
-  Estimated date of implementation - 12/02
- Initiate staff refresher training sessions
- Estimated date of implementation - 2/03
- Enhance transportation section of the VRP web-site
- Estimated date of implementation - 6/03

**Recommendations**

**Notes:**
Use this slide to summarize your recommendations.

Ideas for Recommendations:
How do you recommend making improvements for the future?
What recommendations can you implement without higher-level approval?
If you need approval from higher authority to implement a recommendation, clearly state who that would be, and the date by which you need the decision.

## Procurement
Recruit additional staff
Estimated date of implementation – 3/03
Will require approval of VRP Business Manager and Director
Develop and implement user training program
Estimated date of implementation – 3/03
Increase efficiency of credit card reconciliation process
Estimated date of implementation – 12/02
Develop customer training program
Estimated date of implementation – 3/03
Enhance animal procurement section of the VRP web-site
Estimated date of implementation - 6/03

- Recruit additional staff
- Estimated date of implementation – 3/03
- Will require approval of VRP Business Manager and Director
- Develop and implement user training program
- Estimated date of implementation – 3/03
- Increase efficiency of credit card reconciliation process
- Estimated date of implementation – 12/02
- Develop customer training program
- Estimated date of implementation – 3/03
- Enhance animal procurement section of the VRP web-site
- Estimated date of implementation - 6/03

**Recommendations**

**Notes:**
Use this slide to summarize your recommendations.

Ideas for Recommendations:
How do you recommend making improvements for the future?
What recommendations can you implement without higher-level approval?
If you need approval from higher authority to implement a recommendation, clearly state who that would be, and the date by which you need the decision.

## Appendices

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

## Appendices

- Table of Contents
- Page 2 of your ASA Template
- Customer Segments Graphs
- Asset Utilization Graphs
- Customer Satisfaction Recommendations and Graphs
- Analysis of Readiness Information
- Learning and Growth Graphs

**Notes:**
It is recommended that you include all the items listed on this slide in your Appendices.  This will allow anyone reviewing your ASA to obtain the full picture of your data and how you came to your conclusions and recommendations.

Again, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

## Slide 51

## Slide 52

## Slide 53

## Slide 54

## Slide 55

## Slide 56

## Slide 57

## Slide 58

## Slide 59

## Slide 60

## Slide 61

## Slide 62

## Slide 63

## Slide 64

## What was done particularly well?Operate Animal Transportation Service

- Animal deliveries from Poolesville and to Poolesville.
- Your schedule is flexible.
- Our driver is great.
- Always on time for pick up.
- Driver is always punctual and is willing to work with our needs
- Very very few of the drivers clean the trucks as needed.

## What needs to be improved?Operate Animal Transportation Service

- Responsiveness - flexibility in scheduled days for transporting the different species per investigator need.
- Additional step van - Suburban to small for larger animal transports to Bldg 10.
- Management/Supervision in Transportation office needs work, as well as communication via phone.
- Scheduling of transportation.
- Scheduling and communication to the drivers responsible for providing the transportation to the customers.
- Cleaning truck.  Customer service, polite, courteous to customers communication with sites when pick-up are late.  Timeliness of deliveries, pick up @ 9:00 not del till 2 PM.  Pick up of all items, frequently forget items numerous dispatch problem need corrected.

## Jody:
Insert scatter diagrams for both procurement and transportation

- Insert scatter diagrams for both procurement and transportation

**Scatter Diagram****Operate Animal Transportation Service****FY02 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.

**Notes:**
Insert bullet statements summarizing your findings from your customer satisfaction graphs, or insert the actual graphs if you desire.  

If inserting your radar charts or scatter diagram, refer to page 4 of this presentation for directions on how to insert charts/diagrams/graphs from other programs into PowerPoint.  

Ideas for summarizing your Customer Satisfaction Data:

Which ratings are highest?  Which are lowest?  Why?
How do the ratings compare to the data collected in the internal business perspective?  For example, if the average satisfaction with timeliness is low and your response time measure in the process perspective indicates that 97% of the time you delivered within agreed upon schedules, then the discrepancy needs to be investigated.
How do you compare to ORS overall?
What did you learn from reviewing all your comments?
Which areas will you concentrate your improvement efforts on and why?

## Survey RespondentsOperate Animal Transportation ServiceFY02 Respondents by IC

## Survey Respondents (cont.)Operate Animal Transportation ServiceFY02 Respondents by Location 

## What was done particularly well?Procure Research Animals

- Reliable Staff - Consistency of the service.
- Timely and consistent processing of orders and assistance with resolution when problems were encountered.  Specifically, the Unit Manager, Ms. Denise Duff provided exceptional service.  Luke was helpful, as well.  Ms. Duff is very quick to correct problems.
- The caps system has improved communications and eliminated many problems with faxes and confirmations.
- Response time when addressing ordering issues.
- Handling of counter offers and any problems that may occur is always done in a prompt and courteous manner.
- I think with such a small staff and a heavy work load that service is provided to the best of the staff's ability.
- Personnel are always pleasant and attempt to be helpful.

## What needs to be improved?Procure Research Animals

- Maybe add personnel:  We feel the pressure on the current staff when we call.
- It is clear there are not sufficient skilled personnel to provide the same level of service when Ms. Duff is out of the office.  Hire at least one additional person with a similar skill level.
- Communication when problems arise.  Follow through on problems with the customer.
- Add additional staff, so as not to burn out the current staff.
- 1.  The office need to have more staff to handle the work load.  2.  Errors are being made due to over worked staff.  3.  To follow up on order to see that all steps have been done.  4.  Pay closer attention to what is on the orders, before placing orders.  5.  Need to pay closer attention to conformations from vendors.
- Attitude needs to be improved dur to overworked employees.  More help is needed in office of VRP.  A lot of mistakes are being made.  Orders not being confirmed properly.  Problems need to be fixed on a better basis.
- Response time on animal orders that are not able to come in on the requested scheduled delivery date.  I think this is due to short staffed.  Competence and handling of problems is provided extremely well by some, others with out any names being mentioned are not as efficient and lack the drive to provide professional and efficient customer service.
- The database needs to be updated to allow easy searching of orders and maintaining/tracking orders.  A training module should also be included to allow new users to learn the proper use of the system and provide help for frequently asked questions.

## What needs to be improved? (cont.)Procure Research Animals

- CAPS system is very antiquated and not user friendly.  Staffing levels in animal procurement need to be improved - always seem over worked and under staffed.  Quality of a couple of personnel could use improvement.  Many times I have been given misinformation that adversely affected my animal orders.  Need a system to track whether order confirmations have been received in a timely manner.  They sometimes set on VRP for almost a week.  Denise Duff is great but she needs some better help.

## Other CommentsProcure Research Animals

- Overall Excellent service provided by the Animal Procurement Section.
- More investigator training would be helpful.
- Keep up the good work.
- Denise Duff is a wonderful help in all matters relating to animal orders and should be recognized for that.
- Most of the staff work's well with you on problems in a timely manner.
- Your system seems to be designed to serve the needs of your own office rather than as a customer service.  Since you don't have a clear concept of the needs of your customers, you will not satisfy them.

## Scatter DiagramProcure Research AnimalsFY02 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.

## Survey RespondentsProcure Research AnimalsFY02 Respondents by IC Procure

## Survey Respondents (cont.)Procure Research AnimalsFY02 Respondents by Location Procure

## Slide 77

## Slide 78

## Conclusion from Turnover, Sick Leave, Awards, EEO/ER/ADR Data