1. 1 CONDUCT FACILITY ASSESSMENTS Customer Value Proposition Leverage our expertise and background in NIH scientific infrastructure needs by providing state of the art facility assessments to contribute towards NIH's goal of exceeding industry facility standards. Presented by: Ed Bain November 18, 2002

2. 2 Table of Contents Main Presentation ASA Template, Page 1…..…………………….………………………………………4 Customer Perspective……………………….…………………………………….5 Customer Performance Objectives………….……………………………..6 Customer Segmentation …………………….……………………………..7 Customer Satisfaction……………………….………………………………8 Customer Measure, Increase Safety and Functionality…………….9 Internal Business Process Perspective…………………………………………10 Internal Business Process Performance Objectives……………………11 Service Group Block Diagram…………………………………………….12 Conclusions from Discrete Services Deployment Flowcharts………13 Internal Business Process Measure, Improve Cycle Time……………14 Internal Business Process Measure, Improve FCI………..……………15 Learning and Growth Perspective………………………………………………..16 Learning and Growth Performance Objectives………………………….17 Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data18 Analysis of Readiness Index Conclusions……………………………….19 Learning and Growth Measure, Train Customers to use Software…..20

3. 3 Table of Contents Main Presentation Financial Perspective …………………………………………………………21 Financial Perspective …………………………………………………………21 Financial Performance Objectives…………….…………………………….22 Unit Cost…………………………………………………………………………23 Asset Utilization………………………………………………………………..24 Financial Measure, Improve Building Deficiency Cost Data……………25 Conclusions and Recommendations……………………………………………..26 Improvements Implemented…………………………………………………27 Conclusions from FY02 ASA..………………………………………………28 Recommendations……………………………………………………………29 Appendices………………………………………………………………………………30 Page 2 of ASA Template……………………………………………………………….31 Process maps……………………………………………………………………………32

4. 4 ASA Template – Page 1

5. 5 Customer Perspective

6. 6 Customer Performance Objectives Increase understanding of customer baseIncrease understanding of customer base Increase customer satisfactionIncrease customer satisfaction Increase safety and functionalityIncrease safety and functionality

7. 7 Objective: Increase Understanding of Customer Base Performance Measure: Customer Segmentation Customer Objective

8. 8 Customers will be surveyed electronically using the ORS scorecards.Customers will be surveyed electronically using the ORS scorecards. Only facility assessment report recipients will be surveyedOnly facility assessment report recipients will be surveyed Objective: Increase Customer Satisfaction Performance Measure: Customer Survey for Facility Assessments Customer Objective

9. 9 Objective: Increase Safety and Functionality Performance Measure: Square Footage Assessed on a 3 year Cycle Customer Objective Target = 3 Million SF / Year

10. 10 Internal Business Process Perspective

11. 11 Internal Business Process Performance Objectives Increase understanding of processIncrease understanding of process Identify methods to measure processIdentify methods to measure process Improve buildings Facility Condition IndexImprove buildings Facility Condition Index

12. 12 Objective: Increase understanding of process Performance Measure: Block diagram Program funding for next year Assess Buildings Determine FCIs Perform repairs Conduct Facility Assessments: Block Diagram of Assessment Cycle Establish facility assessment schedule Internal Business Process Objective

13. 13 Conclusions: Involved DCAB in the processInvolved DCAB in the process Reduce the time between the initial customer contact and presentation of the final results to the customer.Reduce the time between the initial customer contact and presentation of the final results to the customer. Process to update data before the next assessmentProcess to update data before the next assessment Internal Business Process Objective Objective: Increase understanding of process Objective: Increase understanding of process Performance Measure: Discrete Services Deployment Flowcharts

14. 14 Objective: Identify Methods to Measure Processes Performance Measure: Improve cycle time for assessment process Internal Business Process Objective Target = 120 Days

15. 15 Objective: Performance Measure: Objective: Improve Facility Condition Index Performance Measure: Decrease the FCI overall for all buildings Internal Business Process Objective 50% 10% 5% Target

16. 16 Learning and Growth Perspective

17. 17 Learning and Growth Performance Objectives Enhance Quality of Work life for Employees in ORSEnhance Quality of Work life for Employees in ORS Maintain and Enhance Competencies for the Future OrganizationMaintain and Enhance Competencies for the Future Organization Customers trained in use of Facilities Assessment ApplicationCustomers trained in use of Facilities Assessment Application

18. 18 Objective: Enhance Quality of Work life for Employees in ORS Performance Measure: Turnover, Sick Leave, Awards, and EEO/ER/ADR Data Observation: 5.6 % employee turnover5.6 % employee turnover Less than one week of sick leave used per employeeLess than one week of sick leave used per employee Approximately one award per employeeApproximately one award per employee No EEO or ADR cases out of 18 employeesNo EEO or ADR cases out of 18 employeesConclusions: Zero turnover, not including retirementZero turnover, not including retirement Employees are satisfied and happyEmployees are satisfied and happy Healthy environment and good working relationship among employeesHealthy environment and good working relationship among employees Learning and Growth Objective

19. 19 Required skills: Contracting, facility management, coordination and planning, technical backgroundRequired skills: Contracting, facility management, coordination and planning, technical background RMS staff have these skills and can assume duty of the Project Officer if necessaryRMS staff have these skills and can assume duty of the Project Officer if necessary Lack of personnel and skills in assessment and software application resulting in need for contract supportLack of personnel and skills in assessment and software application resulting in need for contract support Objective: Maintain and Enhance Competencies for the Future Organization Performance Measure: Analysis of Readiness Index Learning and Growth Objective

20. 20 Objective: Customers trained in use of Facilities Assessment Software Application Performance Measure: Increase number of customers trained in use of Facility Assessment Software Learning and Growth Objective Target = 50%

21. 21 Financial Perspective

22. 22 Financial Performance Objectives Minimize Unit Cost at a Defined Service LevelMinimize Unit Cost at a Defined Service Level Maximize Utilization of AssetsMaximize Utilization of Assets Improve Building Deficiency Correction Cost DataImprove Building Deficiency Correction Cost Data

23. 23 Objective: Minimize Unit Cost at a Defined Service Level Performance Measure: Change in Unit Cost Financial Objective Target

24. 24 100% Asset Utilization Objective: Maximize Utilization of Assets Performance Measure: Actual Asset Utilization Financial Objective

25. 25 Objective: Improve Building Deficiency Correction Cost Data Performance Measure: % variation between budgeted costs and actual repair/replacement expenses Financial Objective Target = +/- 10%

26. 26 Conclusions and Recommendations

27. 27 Improvements Implemented: Established a three year contract for assessment programEstablished a three year contract for assessment program Completed first third of NIH campus (FY 02)Completed first third of NIH campus (FY 02) Began the second third of NIH campus (FY 03)Began the second third of NIH campus (FY 03) Completed assessment for off campus facilities at Rocky Mountain Laboratory, Montana and National Institute of Environmental Health Sciences in North CarolinaCompleted assessment for off campus facilities at Rocky Mountain Laboratory, Montana and National Institute of Environmental Health Sciences in North Carolina Included other facility management reports such as roof maintenance, indoor air quality and asbestos management program in to the facility assessment databaseIncluded other facility management reports such as roof maintenance, indoor air quality and asbestos management program in to the facility assessment database

28. 28 Conclusions from FY02 ASA Major findings: Electronic links to other facility management and reports can not be made economically.Electronic links to other facility management and reports can not be made economically. For security reasons, a link to the assessment database from ORS web page should not be established.For security reasons, a link to the assessment database from ORS web page should not be established. Backlog of Maintenance and Repair greater than expectedBacklog of Maintenance and Repair greater than expected Most buildings in fair conditionMost buildings in fair condition

29. 29 Complete assessment cycle.Complete assessment cycle. Assess other off campus facilities at GRC, Baltimore; New Iberia, Louisiana; Ft. Detrick, Maryland.Assess other off campus facilities at GRC, Baltimore; New Iberia, Louisiana; Ft. Detrick, Maryland. Use assessment data in planning and budgetingUse assessment data in planning and budgeting Establish a policy goal for FCI at NIH.Establish a policy goal for FCI at NIH. Develop a process to update building deficiencies before next assessment.Develop a process to update building deficiencies before next assessment. Involve DCAB in the process.Involve DCAB in the process. Shorten assessment cycle.Shorten assessment cycle. Recommendations

30. 30 Appendices

31. 31 ASA Template – Page 2

32. 32 Flow Chart