1. 1 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

2. 2 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

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4. 4 Customer Perspective

5. 5 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 Customer Segmentation

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7. 7 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) Customer Segmentation

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9. 9 Animal Transportation Response rate – 50% Radar Chart Product satisfaction ratings = 7.68 (7.5 – 8.0) Highest – CostLowest - Quality Customer satisfaction ratings = 7.17 (6.33 – 7.5) Highest – ResponsivenessLowest – Handling Problems Ratings are approximately 7-16% lower than ORS Customer Satisfaction

10. 10 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.

11. 11 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.

12. 12 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 Satisfaction

13. 13 Animal Procurement Response rate – 61% 9 ICs submitted results Radar Chart Product satisfaction ratings = 6.84 (6.17 – 7.18) Highest – ReliabilityLowest – Cost Customer satisfaction ratings = 7.31 (7.0 – 7.33) Highest – Handling of ProblemsLowest – Convenience Ratings are approximately 15% lower than ORS Customer Satisfaction

14. 14 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.

15. 15 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.

16. 16 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 Satisfaction

17. 17 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 Unique Customer Measures

18. 18 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.

19. 19 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 Unique Customer Measures

20. 20 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.

21. 21 Internal Business Process Perspective

22. 22 Service Group Block Diagram Both discrete services are independent components within the Service Group Most ICs use both services

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24. 24 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 Conclusions from Discrete Services Deployment Flowcharts

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28. 28 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 )

29. 29 Process Measures Individual Values: Animal Transportation

30. 30 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

31. 31 Learning and Growth Perspective

32. 32 Learning and Growth Perspective

33. 33 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 Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data

34. 34 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 Analysis of Readiness Conclusions

35. 35 Financial Perspective

36. 36 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 Unit Cost Measures

37. 37 Unit Cost Measures

38. 38 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 Unit Cost Measures

39. 39 Unit Cost Procure Research Animals

40. 40 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 Asset Utilization Measures

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43. 43 For FY 03 we will begin to collect data which will allow us to better quantify Asset Utilization Asset Utilization Measures

44. 44 Conclusions and Recommendations

45. 45 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

46. 46 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

47. 47 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 Recommendations

48. 48 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 Recommendations

49. 49 Appendices

50. 50 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

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65. 65 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.

66. 66 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.

67. 67 Jody: 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.

68. 68 Survey Respondents Operate Animal Transportation Service FY02 Respondents by IC

69. 69 Survey Respondents (cont.) Operate Animal Transportation Service FY02 Respondents by Location

70. 70 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.

71. 71 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.

72. 72 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.

73. 73 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.

74. 74 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.

75. 75 Survey Respondents Procure Research Animals FY02 Respondents by IC Procure

76. 76 Survey Respondents (cont.) Procure Research Animals FY02 Respondents by Location Procure

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79. 79 Conclusion from Turnover, Sick Leave, Awards, EEO/ER/ADR Data