Customer Operations Update

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Customer Operations Update
Produce
OperationalRations
Food Service
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Customer Operations Update

• Customer Relationship Management
• Executive Agency
• CFMS
• Produce update
• Prime Vendor changes
• STORES Web 3.0
• Food Service Equipment
• What do I do when?
• Quality issues product recalls
• Central theme Questions?

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Customer Relationship Management

• DLA Enterprise Management approach
• Process to support our military mission by
  matching products and services to our customer
  needs
• People Processes Tools Readiness
• Focus on marketing, sales service
• Deployment beginning April 2006
• its about the customer!

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Executive Agency

• DLA/DSCP designated EA Class I Sep 2004
• Rock Drills I and II held at DSCP Jan and Aug
  2005
• 100 gaps identified for action and review
• Original 100 gaps consolidated into 12 final gaps
• Currently documenting gaps for validation by DLA
  HQ
• Formation of Joint Integrated Process Teams
• Present validated gaps to JIPT for action May 2006

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Common Food Management System

• Joint effort between DLA and the Services to
  provide a standard retail food management system
• Functionality being implemented in one increment
• Menu planning Recipe maintenance
• Nutritional analysis Local inventory management
• Point of sale Meal production support
• Operational reporting
• Product replenishment requirements
• Demand side product receiving

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Integrate Subsistence Supply Chain

• Enterprise reporting capability supports
  Service HQ oversight of operations
• Timely data availability and reporting will
  enhance cost control and budget management
• Ensure interoperability of food management
  functions
• COTS solution integrates food management
  functions from point of service to Military
  Service Enterprise reporting
• Provides capability to standardize processes for
  menu planning, recipes, and ingredient data
• CFMS supports core food management functions,
  even without connectivity
• Common processes/system among Services facilitate
  cross component operations

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Produce Update

• DSCP planned to seek ordering efficiencies and
  reduce infrastructure
• DeCA decided to assume their own produce
  acquisition and distribution, effective Oct 1,
  2006
• Transition period underway to phase out DeCA
  support and implement new process via Produce
  Long Term Contracts by Oct 2006

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Region 4
Region 7
Region 6
Region 12
Region 13
Washington
Alaska
Maine
North Dakota
Montana
Minnesota
Oregon
VT
NH
Idaho
Wisconsin
South Dakota
MA
NY
CT
MI
RI
Wyoming
Iowa
PA
Region 11
NJ
Nebraska
Nevada
Delaware
Ohio
MD
IN
Illinois
Wash DC
West VA
Colorado
Utah
Kansas
VA
Missouri
California
Kentucky
Region 1
NC
Tennessee
Oklahoma
Arizona
Region 2
Arkansas
New Mexico
SC
Georgia
MS
Alabama
LA
Region 9
R1 Mid South/3 R2 California/5 R3 Southeast/6 R4
Northwest/4 R5 Texas/4 R6 Denver/3 R7 Great
Lakes/3 R8 South Central/3 R9 Central/3 R10 Southe
rn/3 R11 Mid Atlantic/2 R12 New
England/2 R13 Midwest/4
Texas
Florida
Region 10
Puerto Rico
Region 5
Region 3
Region 8
Produce Regions/Zones
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Prime Vendor Changes

• New items or item adds
• Plan early for review
• Air Force HQ requires coordination
• Pricing
• Increased audits
• Emergency orders
• Receipts
• CFMS catalog changes

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STORES Web 3.0 Implementation

• Increased IT security - effective Apr 2, 2006
• Verify personal info - correct / load missing
  info
• Email address prompt - important
• Requires new password - change every 90 days
• Requires new download, logon URL
• Complete Form 2875 Rules of Behavior

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Food Service Equipment

• Program received unfavorable review
• High-level scrutiny
• All orders reviewed scope and price
  reasonableness
• Programs future under consideration
• Partnership with GSA on commercial items
• Continued support for military unique overseas
  requirements

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What do I do when?
Performance related issues must be brought to the
attention of your account manager in a timely
manner. They can work to resolve performance
related issues through coordination with the PV
and KO. Continued poor performance will impact
their evaluation when it comes to the option
years or future contracts. Need to document
problems via email and include details to be
effective.

• I receive a short shipment or excess material
• I receive a substitute item
• I need to make adjustments
• I continue to have performance issues
• Ignore the STORES message about receipts

If you continue to ignore the STORES ALERT
regarding missing receipts, the receipts will
automatically post in STORES and you will be
billed accordingly. This will cause
discrepancies in your Service systems, vendor and
customer billing records and inventory records.
Accurate and timely receipts on your part will
save time and money later. When the ALERT
appears, complete the receipts as required.
Go to the STORES main menu under RECEIPTS, adjust
the quantity to the amount actually received.
Unwanted excess quantity can be rejected back to
the driver. Complete all other adjustments if
any and execute.
Go to the STORES main menu under RECEIPTS then to
Receipt Adjustment and zero out the item quantity
originally ordered, commit those changes. Go in
and add the item received (LSN must be on current
catalog), commit changes and complete all other
adjustments if any and execute.
You need to make any and all adjustments within
five (5) days after delivery of product. If you
miss the window, contact the account manager.
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Quality Issues Product Recalls

• Voluntarily initiated by vendor through FDA and
  FSIS - others initiated through Vet CMD
• Avian / Bird Influenzahttp//www.cdc.gov/flu/avia
  nhttp//www/oie.int/eng/en_index.htm
• Mad Cow Diseasehttp//www.cdc.gov/ncidod/dvrd/bse
  http//www.oie.int/eng/en_index/htm

Top 5 ReasonsHow You Know Your Cow has Mad Cow
Disease 5. She refuses to let you milk her,
saying "Not on the first date. 4. Your cow joins
the Hell's Angels because, hey, it already has a
cool leather jacket. 3. Your cow quits the family
dairy business and applies for a job at Burger
King. 2. Your cow gets a silicon implant for her
udder. 1. Your cow starts smoking grass rather
than eating it.
Typically Class I recalls are initiated by the
DSCP Consumer Safety Officer A Class I recall
involves a health hazard situation where there is
a reasonable probability that eating the food
will cause health problems or death. Product
might be contaminated with Listeria Monocytogenes
or E. coli 0157H7. Occasionally recalls are
initiated for food allergens such as milk or eggs.
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Central Themes
Work together Common goal Communication Receipts
- Receipts - Receipts
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Customer Operations Update
Questions?