DOIS Quality Assessment . DOIS Quality Assessment

Route Management Model DOIS Quality Assessment Overview   Quality Assessment Route Management Model DOIS Quality Assessment Overview Quality Assessment Process

Route Management Model   Route Management Model Developed by Pacific Area Delivery Support

Quality Assessment Process – Overview   Quality Assessment Process – Overview

Determine Performance Through WebEIS and Rank Order Units   Quality Assessment Process – Step 1 Determine Performance Through WebEIS and Rank Order Units Use WebEIS to determine who the poor performers are through the following metrics: Office Effectiveness Street Effectiveness Workload Effectiveness Office Productivity Street Productivity Total Productivity Use WebEIS to determine who the poor performers are through the following metrics: 1) Office Effectiveness - comparison of actual office hours to projected office hours (reported as percentage) 2) Street Effectiveness - comparison of actual street hours to projected street hours (reported as percentage) 3) Workload Effectiveness - comparison of actual total hours to projected total hours (reported as percentage) 4) Office Productivity - ratio of cased letters and cased flats to actual LDC 21 hours 5) Street Productivity - ratio of cased letters, cased flats, and DPS letters to actual LDC 22 hours 6) Total Productivity - ratio of cased letters, cased flats and DPS letters to actual LDC 21 and LDC 22 hours

Select Delivery Units for Quality Assessment   Quality Assessment Process – Step 2 Select delivery units based on the following criteria: Delivery unit is in the bottom 10% of the District rank ordering (can be adjusted) Data is taken from the last AP Possible exceptions to consider: Delivery unit is not ranked in the bottom 10% but has inordinate amount of OT Delivery unit ranks in the bottom 10% but Caseable Volume to Base indicates a sizeable drop in caseable volume ** Notify delivery units that Quality Assessment will take place Select Delivery Units for Quality Assessment Select delivery units based on the following criteria: Delivery unit is in the bottom 10% of the District rank ordering (can be adjusted) Data is taken from the last AP Possible exceptions to consider: Delivery unit is not ranked in the bottom 10% but has inordinate amount of OT Delivery unit ranks in the bottom 10% but Caseable Volume to Base indicates a sizeable drop in caseable volume

Analyze Delivery Units with the Unit Feedback Report   Quality Assessment Process – Step 3 Unit Feedback Report determines why the delivery unit is a poor performer and outlines the action items based on: Usage Logon, Capture Mail Volume – Manual, Capture Mail Volume – DCD, EOR Transfer, and Application Version Quality Practice Route/Carrier Daily Performance Report, Number of Operational Clockring Discrepancies and Remaining Route Vacancies. Effectiveness % Reductions in OT and UT, Office, Street, Workload Effectiveness, and OT %. Analyze Delivery Units with the Unit Feedback Report

Does the Delivery Unit Require a Visit?   Quality Assessment Process – Step 4 Does the Delivery Unit Require a Visit? Schedule Conference Call or Webcast with Key Managers to Discuss Initial Findings

On Site Visit with the Delivery Unit Supervisor   Quality Assessment Process – Step 4 On Site Visit with the Delivery Unit Supervisor Station Managers/Postmaster and POOM(s) are present for the visit.

Communicate Action Items through Exit Conference   Quality Assessment Process – Step 5 Unit Feedback Report outlines the action items based on: DOIS Usage Quality Practice Effectiveness ** Exit conference with key managers Communicate Action Items through Exit Conference

Follow Up on Action Items in 30 Days   Quality Assessment Process – Step 6 Follow Up on Action Items in 30 Days Unit Feedback Report is created a second time 30 days after initial communication.

Quality Assessment Process – Step 7   Quality Assessment Process – Step 7 Action Items Resolved? Final Exit Conference with Key Managers End Follow Up with Key Mangers on Unresolved Action Items Follow Up on Action Items in 30 Days Yes No Unit Feedback Report is created 30 days after initial follow up

Quality Assessment Process   Quality Assessment Process (1) Determine Performance Through WebEIS and Rank Order Units (2) Select Delivery Units for Quality Assessment (3) Analyze Delivery Units with the Unit Feedback Report (4) Does the Delivery Unit Require a Visit? (5) Communicate Action Items Through Exit Conference (6) Follow Up on Action Items in 30 Days (7) Final Exit Conference with Key Managers