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1
FY02 ASA Presentation
Provide Animal Product Delivery
Presented by:
Scott GreenAnimal Resource Contracts AdministratorORS/DIRS/VRP
Office of Research ServicesNational Institutes of Health
18 November 2002
2
Table of Contents
Main PresentationASA Template ……………………………….……………………………….3Customer Perspective……………………….……………………………….4
Customer Segmentation …………………….……………………………………5Customer Satisfaction……………………….…………………………………….9Unique Customer Measures………………….………………………………….17
Internal Business Process Perspective……………………………………21Service Group Block Diagram…………………………………………………...22Conclusions from Discrete Services Deployment Flowcharts………………..24Process Measures………………………………………………………………. .27
Learning and Growth Perspective………………………………………… 31Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data……. 32Analysis of Readiness Conclusions………………………………………….…33
Financial Perspective……………………………………………………….34Unit Cost…………………………………………………………………………..35Asset Utilization…………………………………………………………………..39
Conclusions and Recommendations………………………………………43Conclusions from FY02 ASA..……………………………………………….….44Recommendations…………………………………………………………….….46
Appendices…………………………………………………………………...48
3
Team Members
Denise Duff and Jody Sallah
Product Leadership Harvest
Scott Green
Operational Excellence Growth
Service Strategy
ASA Template - 2002
Customer Value Proposition
Team Leader
Provide Animal Product Delivery
Discrete Services
Service Group
Customer Intimacy Sustain
(1) Operate an animal delivery service to ensure the safe transport and well-being of labortary animals between NIH facilities and other destinations in the local area. (2) Provide centralized procurement of small laboratory animals from commercial animal breeders to achieve economies of scale and in compliance with NIH animal health requirements.
DS1: Operate Animal Transportation Service
DS2: Procure Research Animals
X
X
4
Customer Perspective
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
6
Customer Segmentation
Operate Animal Transportation ServiceTransportation Runs by IC
0100200300
400500600700800900
100011001200
Institutes
Num
ber o
f Tra
nspo
rtatio
n R
uns
2000
2001
2002
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
8
Customer Segmentation
Customer Segmentation: Procure Research Animals FY02 IC Orders
881 873 858 811 778670 642 591
486 421 387219 171 129
12
23442410
1177
0
500
1000
1500
2000
2500
3000
NIAID
NINDS
NICHD
NIDDK
NIMH
NIDCR
NHLBI
NIANID
A
NHGRINEI
NCI
NIAAA
NIDCD
CC
NIAM
SO
RS
NCCAM
Institutes
Nu
mb
er o
f O
rder
s P
lace
d
9
• 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
Customer Satisfaction
10
Radar ChartOperate Animal Transportation ServiceFY02 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.
ORS Index = 8.27
8.40
8.28
8.48
7.42
1.00
4.00
7.00
10.00Cost
Quality
Timeliness
Reliability
Data based on 436 respondents
Service Group Index = 7.68
7.50
7.83
7.67
8.00
1.00
4.00
7.00
10.00Cost
Quality
Timeliness
Reliability
Data based on 6 respondents
11
Radar ChartOperate Animal Transportation ServiceFY02 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.
ORS Index = 8.55
8.60
8.58 8.54
8.518.51
1.00
4.00
7.00
10.00Availability
Responsiveness
ConvenienceCompetence
Handling ofProblems
Data based on 436 respondents
Service Group Index = 7.17
6.337.50
7.507.33
7.17
1.00
4.00
7.00
10.00Availability
Responsiveness
ConvenienceCompetence
Handling ofProblems
Data based on 6 respondents
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
• 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
Customer Satisfaction
14
Radar ChartProcure Research AnimalsFY02 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.
ORS Index = 8.27
8.40
8.28
8.48
7.42
1.00
4.00
7.00
10.00Cost
Quality
Timeliness
Reliability
Data based on 436 respondents
Service Group Index = 6.84
6.80
6.91
7.18
6.17
1.00
4.00
7.00
10.00Cost
Quality
Timeliness
Reliability
Data based on 11 respondents
15
Radar ChartProcure Research AnimalsFY02 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.
ORS Index = 8.55
8.60
8.58 8.54
8.518.51
1.00
4.00
7.00
10.00Availability
Responsiveness
ConvenienceCompetence
Handling ofProblems
Data based on 436 respondents
Service Group Index = 7.31
7.73 7.09
7.007.45
7.27
1.00
4.00
7.00
10.00Availability
Responsiveness
ConvenienceCompetence
Handling ofProblems
Data based on 11 respondents
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
• 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
Scatter DiagramOperate Animal Transportation ServiceFY02 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.
6.00
6.20
6.40
6.60
6.80
7.00
7.20
7.40
7.60
7.80
8.00
8.20
8.40
8.60
8.80
9.00
9.20
9.40
9.60
9.80
10.00
6.00 6.20 6.40 6.60 6.80 7.00 7.20 7.40 7.60 7.80 8.00 8.20 8.40 8.60 8.80 9.00 9.20 9.40 9.60 9.80 10.00
Satisfaction
Imp
ort
an
ce
SATISFIED,IMPORTANT
CostConvenience
Responsiveness
Availability
Handling of Problems
CompetenceQuality Timeliness
Reliability
Data based on 6 respondents
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
Scatter DiagramProcure Research AnimalsFY02 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.
6.00
6.20
6.40
6.60
6.80
7.00
7.20
7.40
7.60
7.80
8.00
8.20
8.40
8.60
8.80
9.00
9.20
9.40
9.60
9.80
10.00
6.00 6.20 6.40 6.60 6.80 7.00 7.20 7.40 7.60 7.80 8.00 8.20 8.40 8.60 8.80 9.00 9.20 9.40 9.60 9.80 10.00
Satisfaction
Imp
ort
ance
SATISFIED,IMPORTANT
Cost
Convenience
ResponsivenessAvailability
Handling of Problems
Competence
Quality
TimelinessReliability
Data based on 11 respondents
21
Internal Business Process Perspective
22
Service Group Block Diagram
• Both discrete services are independent components within the Service Group
• Most ICs use both services
23
Provide Animal Product DeliveryBlock Diagram
Supplier Service Customer
ApprovedVendors
(External andNIH/NCI/DCT)
ProcureResearchAnimals
ICInvestigator
RequestorIC
Facility Manageror
Investigator
OperateAnimal
Transportation
Service
ICFacility or
Investigator
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
25
Operate Animal Transportation Service
VRP Dispatcher DriverInstitutes/Customer
Notify VRP ofrequirement
Vehicle/driveravailable
Modify/adjustrequirement
Recordrequirementon dispatch
log
Make pick-upor delivery
NoYes
Document completion ofrequirement
26
Procure Research Animals
VendorVRP Animal ProcurementRequestor (IC)
Submit electronicRAD to VRP
Resolveproblems
Counter offeraccepted
Electronicallyreview RAD
Problems?
Receivecounter offer
notify IC
Indentifyother
vendors
Fax RAD tovendor
Animalsavailable asrequested
NO
Confirmorder
YES
Submitscounter offer to
VRP
NO
YES
NO
A
IC reviewscounter offer
YES
27
Procure Research Animals
VendorVRP Animal ProcurementRequestor (IC)
A
Confirm orderinto CAPS
enter estimatedbilling
Electronicallyenter
order creditcardlog
Enter billinginformation
intoCAPS
Processcredit
Reconcilecredit card
Animal costsbilled to IC CAN
Animal received
Receiveanimals
into CAPS
Animalacceptable
Inspect animals
Requestcredit
Processcredit
Submit invoiceto
VRPYESNO
Ship animals
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
Process Measures
• Individual Values: Animal Transportation
Individual Values: Animal Transportation
125
150
175
200
225
250
275
300
Oct
-99
Nov
-99
Dec
-99
Jan-
00
Feb-
00
Mar
-00
Apr-0
0
May
-00
Jun-
00
Jul-0
0
Aug-
00
Sep-
00
Oct
-00
Nov
-00
Dec
-00
Jan-
01
Feb-
01
Mar
-01
Apr-0
1
May
-01
Jun-
01
Jul-0
1
Aug-
01
Sep-
01
Oct
-01
Nov
-01
Dec
-01
Jan-
02
Feb-
02
Mar
-02
Apr-0
2
May
-02
Jun-
02
Jul-0
2
Aug-
02
Sep-
02
Month/Year
Indi
vidu
al V
alue
s (X
)
LCL = 142.7
UCL = 274.8
Mean = 208.7
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
Learning and Growth Perspective
Individual Values: Animal Procurement
200
400
600
800
1000
1200
1400
1600
1800
2000
Oct-01 Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02 May-02 Jun-02 Jul-02 Aug-02 Sep-02
Month/Year
Ind
ivid
ua
l Va
lue
s (
X)
# Animals Ordered 479 1046 1200 1086 1206 1533 1313 1575 1615 1211 1400 1314
Oct-01 Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02 May-02 Jun-02 Jul-02 Aug-02 Sep-02
LCL = 653.8
UCL = 1842.6
Mean = 1248.2
Moving Range: Animal Procurement
0
100
200
300
400
500
600
700
800
Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02 May-02 Jun-02 Jul-02 Aug-02 Sep-02
Month/Year
Mo
vin
g R
ang
e (m
R)
Moving Range 567 154 114 120 327 220 262 40 404 189 86
Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02 May-02 Jun-02 Jul-02 Aug-02 Sep-02
UCL = 730.5
medmR = 189
32
Learning and Growth Perspective
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
• 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
Financial Perspective
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
Unit Cost MeasuresOperate Animal Transportation Unit Cost
FY 00-02
$0
$20
$40
$60
$80
$100
$120
$140
$160
FY 00 FY 01 FY 02
Fiscal Year
Uni
t Cos
t
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
Unit CostProcure Research Animals
Animal Procurement - FY 02
Unit Cost
Total Cost* # Orders Unit Cost$380,591 14,057 $27.07
* cost of operating the unit, does not include vendor costs.
Break Even Analysis
$225$29.2513,012
Average price per orderAverage surcharge per order @13%Break even point - # orders
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
41
Asset Utilization Operate Animal Transportation Service FY 00-02
0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%
100.0%
Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept
Months
% Ut
ilizati
on
FY 00
FY 01
FY 02
42
Asset Utilization Procure Research Animals FY 02
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept
Months
% U
tiliz
atio
n
43
For FY 03 we will begin to collect data which will allow us to better quantify Asset Utilization
Asset Utilization Measures
44
Conclusions and Recommendations
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
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
• 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
• 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
Appendices
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
51
DS1: Operate animal transportation service
DS2: Procure research animals
Change in Unit Cost displayed monthly
Change in Unit Cost displayed monthly
DS1: Operate animal transportation service
DS2: Procure research animals
Process map of Service Group
Process map of Discrete Service
Process map of Discrete Service
DS2: Procure research animals Customer segmentation chart showing # orders processed by IC over the past 3 years
Service Group
Increase customer satisfaction
Minimze unit cost at a defined service level.
Increase understanding of processes.
Performance Objective
Enhance quality of work life for employees in ORS.
Identify methods to measure processes.
DS2: Procure research animals
Learning and Growth Perspective
Performance Measure
Financial Perspective
Performance Measure
Performance Objective
Increase understanding of customer base
DS1: Provide timely transportation to customers
Performance Objective
Service Group:
% customer requests for transportation honored (displayed monthly)
Performance MeasureInternal Business Process Perspective
Identify and report on process measures for Discrete Services
DS1: Operate animal transportation service Customer segmentation chart showing # runs by IC over past 3 years
Turnover
Maintain & enhance competencies for the future organization.Analysis of Readiness Index
Performance Objective
Awards/Recognition
Contacts/Complaints with EEO/ER/ADR
Sick Leave Usage
DS2: Procure research animals Customer satisfaction ratings from the ORS Customer Scorecard
Customer PerspectivePerformance Measure
DS1: Operate animal transportation service Customer satisfaction ratings from the ORS Customer Scorecard
# customer complaints classified by category
DS2: Procure research animals Actual assets utilized/planned asset utilization displayed monthly
Maximize utilization of assets.
DS1: Operate animal transportation service Actual assets utilized/planned asset utilization displayed monthly
52
Operate Animal Transportation ServiceUsage DataFY 2000
IC/Month Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept Total Average %NIAID 80 87 76 88 104 117 88 119 105 92 92 89 1137 94.8 40.4%NHLBI 29 29 35 24 46 40 34 50 40 55 54 53 489 40.8 17.4%NCI 18 16 25 16 19 21 17 28 19 11 26 15 231 19.3 8.2%NINDS 10 17 15 0 12 14 13 11 28 24 19 12 175 14.6 6.2%NICHD 12 16 19 5 12 9 13 20 1 0 21 15 143 11.9 5.1%NIAAA 10 7 4 0 1 26 22 16 28 20 8 0 142 11.8 5.0%NIDDK 8 3 5 5 6 10 21 17 10 7 17 12 121 10.1 4.3%CC 3 3 1 0 5 11 5 6 6 7 10 8 65 5.4 2.3%NIAMS 4 2 1 2 9 6 3 5 5 6 10 5 58 4.8 2.1%NIA 8 5 3 3 5 4 3 4 4 6 5 1 51 4.3 1.8%NIMH 8 6 4 3 4 6 3 1 7 2 1 5 50 4.2 1.8%FDA 4 5 2 2 2 5 3 2 2 1 3 1 32 2.7 1.1%NIDR 1 1 3 2 4 3 1 4 3 4 3 2 31 2.6 1.1%ORS/VRP 1 1 2 2 6 4 3 2 2 4 3 1 31 2.6 1.1%NEI 0 3 1 0 2 2 0 3 2 2 5 1 21 1.8 0.7%GRC 5 1 4 5 0 0 0 0 1 0 3 2 21 1.8 0.7%NIDA 1 1 1 0 1 0 0 3 0 0 3 2 12 1.0 0.4%NHGRI 0 0 0 0 0 1 1 0 0 1 0 0 3 0.3 0.1%WRAIR 0 0 1 0 0 0 0 0 1 0 0 1 3 0.3 0.1%USHUS 0 0 0 0 0 0 0 0 0 1 0 0 1 0.1 0.0%NIDCD 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0 0.0%
Total 202 203 202 157 238 279 230 291 264 243 283 225 2817 234.75 100.0%
53
Operate Animal Transportation ServiceUsage DataFY 2001
IC/Month Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept Total Average %NIAID 86 77 90 88 93 107 90 105 115 100 120 90 1161 96.8 48.8%NHLBI 41 30 38 29 17 26 20 24 28 26 30 37 346 28.8 14.5%NCI 20 19 20 20 18 18 16 29 26 18 25 21 250 20.8 10.5%NICHD 19 8 16 14 9 7 11 7 6 5 8 2 112 9.3 4.7%CC 4 8 6 9 15 17 9 8 7 6 7 3 99 8.3 4.2%NIDDK 14 7 15 3 8 7 13 4 5 9 5 4 94 7.8 3.9%NEI 1 1 2 2 14 14 9 8 9 7 8 0 75 6.3 3.2%NINDS 7 4 5 3 7 2 4 5 3 5 11 10 66 5.5 2.8%NIAMS 9 3 6 2 6 7 6 0 1 1 0 1 42 3.5 1.8%NIDR 2 4 1 9 5 5 3 1 0 2 2 0 34 2.8 1.4%NIMH 4 3 4 5 3 1 3 2 0 0 2 0 27 2.3 1.1%FDA 2 1 2 3 5 5 0 0 1 2 2 1 24 2.0 1.0%NIA 2 1 1 2 2 0 0 1 2 3 0 0 14 1.2 0.6%ORS/VRP 3 3 0 1 0 2 0 1 2 1 0 1 14 1.2 0.6%NIDA 2 0 1 2 0 0 1 0 0 1 0 0 7 0.6 0.3%NIAAA 2 0 2 1 0 0 1 0 0 0 0 0 6 0.5 0.3%GRC 0 0 0 1 0 0 0 1 1 0 2 0 5 0.4 0.2%WRAIR 0 0 3 0 0 0 0 0 0 0 0 0 3 0.3 0.1%USHUS 0 0 0 0 0 0 0 0 0 1 0 0 1 0.1 0.0%NHGRI 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0 0.0%NIDCD 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0 0.0%
Total 218 169 212 194 202 218 186 196 206 187 222 170 2380 198.3 100.0%
54
Operate Animal Transportation ServiceUsage DataFY 2002
IC/Month Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept Total AverageNIAID 99 103 96 105 85 96 96 103 105 97 109 107 1201 100.1NHLBI 28 33 47 23 38 39 34 39 65 57 67 70 540 45.0NCI 17 20 13 15 15 15 20 12 0 3 5 0 135 11.3NIDDK 12 23 12 12 4 5 8 6 3 2 4 2 93 7.8NINDS 10 5 5 2 10 8 7 6 3 4 6 8 74 6.2CC 12 12 2 0 3 6 4 0 4 6 4 8 61 5.1NICHD 4 3 6 6 6 3 3 5 1 3 1 5 46 3.8NIA 2 4 6 3 0 0 1 0 8 3 10 4 41 3.4ORS/VRP 4 2 4 1 3 1 0 3 3 1 2 0 24 2.0NIAMS 1 1 5 3 4 1 1 4 1 0 0 1 22 1.8NIAAA 0 1 0 3 3 0 0 6 4 2 0 2 21 1.8FDA 1 2 2 2 2 2 1 3 0 0 0 0 15 1.3NIMH 1 4 3 1 0 0 2 0 1 0 0 0 12 1.0NIDA 0 2 0 0 2 4 1 0 2 0 1 0 12 1.0NIDR 0 1 0 1 0 4 0 0 0 0 0 1 7 0.6NEI 0 0 0 0 1 0 0 1 0 0 1 2 5 0.4GRC 0 0 0 0 0 0 0 0 2 0 1 2 5 0.4WRAIR 0 0 1 0 0 0 0 0 0 0 2 0 3 0.3NHGRI 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0NIDCD 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0USHUS 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0
Total FY 02 191 216 202 177 176 184 178 188 202 178 213 212 2317 126.0
55
Operate Animal Transportation Service by Fiscal Year
0
50
100
150
200
250
300
350
Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept
Months
Num
ber o
f Run
s
Total FY 02
Total FY 01
Total FY 00
56
IC Monthly Animal Expense
IC Oct Nov Dec Jan Feb Mar Apr May Jun July AugNIAID 38,857 52,045 101,703 48,597 94,585 84,940 77,398 79,603 85,544 58,499 104,139 NINDS 13,094 24,084 17,306 24,771 26,527 28,299 40,047 24,811 35,727 26,683 31,887 NIMH 13,354 23,982 28,106 28,916 24,754 30,641 25,014 30,495 24,055 23,469 15,277 NCI 1,199 29,435 20,413 14,092 32,006 26,574 27,862 29,708 34,895 33,302 26,140 NICHD 10,006 20,542 22,008 14,472 26,630 20,941 24,780 30,732 28,561 18,033 23,105 NHGRI 12,138 14,279 24,869 9,642 28,436 21,636 27,792 18,951 35,344 23,581 23,783 NIA 5,926 23,807 16,460 20,800 22,177 40,734 22,963 23,545 25,622 14,328 9,154 NEI 5,526 19,212 20,753 12,241 20,179 17,320 18,388 30,570 33,884 24,603 26,947 NIDA 1,037 19,712 23,431 18,133 5,903 23,336 19,810 15,443 29,048 24,760 18,661 NHLBI 6,181 10,702 19,349 7,337 22,500 18,890 24,320 30,337 19,350 16,874 18,483 NIDCR 4,699 18,698 11,870 25,099 21,416 18,295 20,274 14,324 17,905 21,371 25,214 CC 6,739 11,053 12,270 16,931 11,921 24,227 3,818 16,503 16,506 10,682 20,342 NIDDK 4,552 12,738 11,565 11,079 21,456 18,640 10,045 9,297 6,536 10,682 10,498 NIAAA 6,114 4,254 6,143 9,463 4,552 16,817 6,571 8,656 10,058 6,521 11,656 NIAMS 1,330 4,509 2,222 6,867 3,585 6,353 2,231 5,704 7,815 4,699 7,986 NIDCD 1,718 2,755 2,923 6,186 1,370 4,289 3,497 4,237 7,721 5,680 5,764 ORS 1,711 1,807 604 6,792 2,120 1,609 7,574 699 4,449 2,785 2,039 NCCAM - 228 861 843
Total 95,322 241,570 240,292 232,822 275,532 318,599 284,987 294,012 337,703 268,914 277,779
IC Monthly Order Count
IC Oct Nov Dec Jan Feb Mar Apr May Jun July AugNIAID 83 168 222 144 210 241 217 287 225 175 232NINDS 93 182 165 200 205 217 237 172 266 185 223NICHD 56 114 129 92 133 135 140 139 131 108 107NIDDK 19 78 78 61 93 98 63 72 67 56 143NIMH 45 62 71 58 65 83 81 79 80 97 68NIDCR 28 66 48 79 68 101 71 67 76 84 83NHLBI 19 36 63 48 66 79 71 148 96 69 64NIA 18 56 52 67 56 112 57 121 90 48 42NIDA 5 55 62 53 24 76 54 51 77 78 57NHGRI 23 34 53 27 54 56 65 82 89 44 46NEI 21 42 53 34 41 48 45 72 76 61 43NCI 6 27 59 18 46 52 45 63 66 37 37NIAAA 23 26 23 41 21 57 33 52 46 36 33NIDCD 9 15 35 43 11 38 33 35 51 34 38CC 5 13 14 16 17 30 7 20 30 10 30NIAMS 3 11 7 11 16 15 6 21 24 13 21ORS 3 11 5 12 18 6 21 9 9 8 20NCCAM 0 2 3 4Total 459 996 1139 1004 1144 1444 1246 1490 1499 1143 1287
Procure Research Animals Average Monthly Animal Orders and Expense by IC
57
Procure Research AnimalsIC Yearly Order Count
FY 02
NIAID18%
NINDS21%
NHLBI4%
NIDCR6%
NIDDK4%
NIA4%
NIDA1%
NHGRI5%
NEI5%
NCI1%
OTHER4%
NICHD12%
NIMH10%
NIAAA5%
58
Procure Research Animals Vendors Monthly Expense
FY 02
$119,394.57
$246,050.22
$291,585.13
$246,292.29
$325,854.38 $316,832.33
$382,049.78
$286,724.45
$335,827.43$315,297.91
$338,594.84$327,076.57
$0.00
$50,000.00
$100,000.00
$150,000.00
$200,000.00
$250,000.00
$300,000.00
$350,000.00
$400,000.00
$450,000.00
Months
Mon
thly
Exp
ense
59
Procure Research AnimalsIC Yearly Animal Expense by IC
( In Thousands)FY02
254
136 175
221 209 221 248 252 269 258 307 287
320
891
-
100,000
200,000
300,000
400,000
500,000
600,000
700,000
800,000
900,000
1,000,000
NIAID NINDS NIMH NCI NICHD NHGRI NIA NEI NIDA NHLBI NIDCR CC NIDDK OTHER
Institutes
Expe
nse
60
Procure Research AnimalsIC Monthly Animal Expense
FY 02
NIAID23%
NINDS9%
NIMH7%
NCI8%NICHD
6%
NHGRI7%
NIA6%
NEI6%
NIDA5%
NHLBI5%
NIDCR5%
CC4%
NIDDK3%
OTHER6%
61
Operate Animal Transportation Service Asset Utilization
2000
Month Oct Nov Dec Jan Feb Mar Apr May June July Aug SeptDeliveries 202 203 202 157 238 279 230 291 264 243 283 225% utilizationFY 00 69.4% 69.8% 69.4% 54.0% 81.8% 95.9% 79.0% 100.0% 90.7% 83.5% 97.3% 77.3%
2001
Month Oct Nov Dec Jan Feb Mar Apr May June July Aug SeptDeliveries 218 139 212 194 202 218 186 196 206 187 202 170% utilizationFY 01 100.0% 63.8% 97.2% 89.0% 92.7% 100.0% 85.3% 89.9% 94.5% 85.8% 92.7% 78.0%
2002
Month Oct Nov Dec Jan Feb Mar Apr May June July Aug SeptDeliveries 191 216 212 194 176 184 178 188 202 178 213 212% utilization FY 02 88.4% 100.0% 98.1% 89.8% 81.5% 85.2% 82.4% 87.0% 93.5% 82.4% 98.6% 98.1%
80.7%
89.1%
90.4%
62
Asset Utilization Operate Animal Transportation Service FY 00-02
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept
Months
% U
tiliz
atio
n FY 00
FY 01
FY 02
63
Procure Research Animals Asset Utilization2002
Month Oct Nov Dec Jan Feb Mar Apr May June July Aug SeptDeliveries 479 1046 1200 1086 1206 1533 1313 1575 1615 1211 1400 1314% utilization 29.7% 64.8% 74.3% 67.2% 74.7% 94.9% 81.3% 97.5% 100.0% 75.0% 86.7% 81.4%
77.3%
64
Asset Utilization Procure Research Animals FY 02
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept
Months
% U
tiliza
tion
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
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
• Jody:• Insert scatter diagrams for both
procurement and transportation
Scatter DiagramOperate Animal Transportation ServiceFY02 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.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
8.00
9.00
10.00
1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00 10.00
Satisfaction
Imp
ort
an
ce
NOT SATISFIED, IMPORTANT
NOT SATISIFIED, NOT IMPORTANT
SATISFIED,IMPORTANT
SATISFIED, NOT IMPORTANT
Data based on 6 respondents
68
Survey RespondentsOperate Animal Transportation ServiceFY02 Respondents by IC
4
1 1
0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 00
1
2
3
4
5
6
NIH IC
Nu
mb
er o
f R
esp
on
den
ts
Data based on 6 respondents
69
Survey Respondents (cont.)Operate Animal Transportation ServiceFY02 Respondents by Location
2
3
1
00
1
2
3
4
On-Campus Off-Campus Both No Response
Location
Nu
mb
er
of
Re
sp
on
de
nts
Data based on 6 respondents
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
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
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
Other CommentsProcure 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
Scatter DiagramProcure Research AnimalsFY02 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.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
8.00
9.00
10.00
1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00 10.00
Satisfaction
Imp
ort
an
ce
NOT SATISFIED, IMPORTANT
NOT SATISIFIED, NOT IMPORTANT
SATISFIED,IMPORTANT
SATISFIED, NOT IMPORTANT
Data based on 11 respondents
75
Survey RespondentsProcure Research AnimalsFY02 Respondents by IC Procure
2 2
1 1 1 1 1 1 1
0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 00
1
2
3
NIH IC
Nu
mb
er o
f R
esp
on
den
ts
Data based on 11 respondents
76
Survey Respondents (cont.)Procure Research AnimalsFY02 Respondents by Location Procure
9
0
2
00
1
2
3
4
5
6
7
8
9
10
On-Campus Off-Campus Both No Response
Location
Nu
mb
er
of
Re
sp
on
de
nts
Data based on 11 respondents
77
Readiness Analysis
Animal Transportation
• Required skills and abilities• Experienced driver of vans and trucks• Clean driving record• Commercial drivers license preferred• Knowledge of animal care regulations and standards, especially regarding the transport of animals, animal tissues, and
specimens• Knowledge of required safety precautions in the transport of animals and other biological materials
• 3 year forecastIt is expected that over the next three years the transportation staff, which is comprised of both Government FTEs and contractorstaff will have sufficient numbers of personnel with the appropriate skills and abilities. One Government staff is expected to retirein FY 03, however that position (dispatcher) will not be filled, due to automation of that activity.
• Forecast of upcoming training needs• Animal transportation regulations and standards - USDA, DOT, Guide for the Care and Use of Laboratory Animals• Animal handling and restraint• Health and safety procedures for the transportation of animals, animal tissues, and specimens
• Forecast of required equipment, supplies, materials• Transport vehicles• Spill-proof specimen transport containers
• Analysis of equipment, supplies, materials• All required equipment and supplies are currently available and replacement is not anticipated during the next 3 years• Must continue to work on development of web-based transportation request form
• Implication of failing to obtain appropriate mix of skills, abilities, equipment, supplies, and materials• Inability to meet customer requirement for transportation services• Loss of efficiencies leading to an increase in unit cost
78
Readiness AnalysisAnimal Procurement
1. Required skills and abilitiesa. DELPROb. Data Warehousec. CAPSd. Use of Government purchase carde. Knowledge of rodent models and vendors
2. 3 year forecasta. We intend to increase the staff of the Animal Procurement Unit by 1FTE. The
candidate selected for this position should have all of skil ls and abilities l isted above. It is expected that with the additional procurement technician, the Unit shall haveadequate staff to carry out is’s mission through the next 3 years.
3. Forecast of upcoming training needsa. With the transition to the New Business System, additional training will be required for
the procurement staff to effectively use this system.
4. Forecast of required equipment, supplies, materialsa. It is expected that the desk-top computers and fax machines will need to be replaced
over the next 3 years.
5. Analysis of equipment, supplies, materialsa. All required equipment and supplies are currently available and replacement is not
anticipated during the next 3 years.
6. Implication of failing to obtain appropriate mix of skills, abilities, equipment, supplies, andmaterialsa. Increased cost of operationb. Inability to meet investigator’s request for laboratory animals c. Interference with critical research initiatives
a. DELPROb. Data Warehousec. CAPSd. Use of Government purchase carde. Knowledge of rodent models and vendors
a. We intend to increase the staff of the Animal Procurement Unit by 1FTE. Thecandidate selected for this position should have all of skil ls and abilities l isted above. It is expected that with the additional procurement technician, the Unit shall haveadequate staff to carry out is’s mission through the next 3 years.
a. With the transition to the New Business System, additional training will be required forthe procurement staff to effectively use this system.
a. It is expected that the desk-top computers and fax machines will need to be replacedover the next 3 years.
a. All required equipment and supplies are currently available and replacement is notanticipated during the next 3 years.
a. Increased cost of operationb. Inability to meet investigator’s request for laboratory animals c. Interference with critical research initiatives
79
Conclusion from Turnover, Sick Leave, Awards, EEO/ER/ADR Data
Operate Animal Transportation Service 4 1 1 402.5 100.6 4 1 0 0 0 0 0 0Procure Research Animals 6 1 1 254.75 42.5 8 1.3 0 0 0 0 0 0
Service Group 24 Total 10 2 2 657.25 65.7 12 1.2 0 0 0 0 0 0