1. DOIS Quality Assessment.
DOIS Quality Assessment

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

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

4. Quality Assessment Process – Overview
Quality Assessment Process – Overview

5. 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

6. 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

7. 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

8. 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

9. 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.

10. 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

11. 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.

12. 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

13. 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