FY 99 Alerts Performance

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RIGHT TIME
Where we are ... Where we need to go.
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Customer Training
Customer Satisfaction
Right Time
Headquarters Process Owner Patsy N. Oburn, PMP,
DCMA-OCT 703-428-0941/DSN 427 poburn_at_hq.dcma.mil
Headquarters Process Owner Mark Melnyk, DCMA-OB
703-428-0944/DSN 427 mmelnyk_at_hq.dcma.mil
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• Assumptions
• Why are you here?
• What will you learn?
• What is DCMAs Product/ Service ?
• Why do Delay Notices
• Why are CPSS important?
• What is the Alerts Tool Suite?

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• Objective
• Know
• DCMA Who What - Where
• Why we do Delay Notices
• Why we respond to CPSS
• Use Training Materials
• Learn to Be Users
• Ask Questions

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DCMA is a Team Member...
...In the defense acquisition community
Secretary of Defense
Under Secretary of Defense (Acquisition,
Technology, Logistics)
Chairman Joint Chiefs of Staff
Army
Navy
Air Force
Marine Corps
DLA
DCMA
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DCMA Field Offices

• Defense Contract Management Office
• Major Facility
• Geographic Area

CMO
Operations
Tech Assessment Group

• Functional Specialists
• Contracting
• Engineering
• Q/A
• Manufacturing
• Pricing

• Functional Specialists
• Tech Expertise
• Corporate Support
• Assessment

1002 Global Operating Locations
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Districts East West
Current DCMA Structure Total 70 Major Offices
DCMD East
DCMD West
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DCMDI Worldwide Operations
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Americas
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Southern Europe
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DCMDW
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--- HQ DCMDI
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Pacific
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DCMDE
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Saudi Arabia
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5 CMOS with 32 Offices in 21 Countries, and 566
Fuel Sites
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http//www.dcma.mil/cassites/intl/productncpl.htm
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CAS Life Cycle Involvement
WHAT WE DO!!!

• FAR 42.302aStandard Functions
• DFARS 242.302
• FAR 42.302bAdditional Functions
• DFARS 242.302

81 Functions
Production Surveillance Pricing /
Negotiation Core Contract Administration Program
Technical Support Quality Assurance Engineering
Surveillance Property Management
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Contract Admin Team
Industrial SpecialistProc Tech, CMA
ACO, CA
Schedule
Cost
Performance
Quality Assurance Specialist
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A D M I N I S T R A T I O N
M A N A G E M E N T
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• DCMA is a Customer Focused organization
• You are DCMAs Buying Activity Customer
• What do you need/want?
• The customer needs insight up front and early
• To make better acquisition decisions
• To maintain a state of readiness in a
  rightsized environment (backorders)
• to support the warfighter
• DCMA is committed to DELIVER insight and
  knowledge to you, our customer

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• Thought Youd Like to Know
• DCMA doesnt issue Alerts
• DCMA issues Delay Notices
• DCMA responds to Customer Priority Satisfaction
  System Request (CPSS)
• Alerts Tool suite is an Information Technology
  application web based for Buying Activities

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• Why Automate Delay Notice / CPSS Process
• Improve communication between DCMA and Customers
  on potential/actual Delay Notice and CPSS
  requests
• Paperless Repository of Delay Notices and CPSS
  data
• Uniform Communication process
• Provide single source for establishment and
  maintenance of Contract Administration Team (CAT)
• Improve Customer support through use of DCMA
  Alerts Delay Notice CPSS performance goals and
  metrics

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Delay Notice (Knowledge Push)
Issue Delay Notice
Contract Management Office Contract Admin Team
(CAT)

• Cause/Reason for Delay,
• Forecast Delivery Date,
• Insight to assist Buying Activity in decision
  making

Client/Server

• Risk Planning
• Assessment
• Handling
• Monitoring Identify potential/actual delays

Web Based Access
Buying Activity
Customer response with instructions
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Customer Priority Satisfaction System - (CPSS)
(Knowledge Pull)
CAT
CMO
Evaluate
Buying Activity
Risk Planning, Assessment Handling, Monitoring
Identify customer needs/priorities
Prepare Response
Suspense 22 work days after approval/system
release date
Release Reviewed or Automatic
Summary
- Pending CPSS - Executive
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• Types of CPSS Request
• Mechanism for the customer to address specific
  issues such as
• Acceleration/Expedite
• Backorder Items
• Close-out Actions
• Property
• Other General Contract Issues
• Readiness
• Special Surveillance
• Status Closeout
• Status - Delivery

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• ACCELERATION/EXPEDITE
• A request for delivery earlier than the contract
  delivery date that may or may not include
  consideration and modification.
• 5 workday response time

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• BACKORDER ITEM
• Logistic Term not Contract Administration
• Buying Activity has a requirement that they cant
  satisfy.
• Critical Measure for success with Buying Activity
  
• Buying Activities need to explain their concerns
  to DCMA and provide adequate instructions for
  DCMA to take action.
• DCMA supports customers concerns with Status,
  which should include
• Suppliers current performance (On-Time rate)
• Suppliers current capacity
• Probability of success for expedite
• Impacts from such actions
• Recommendations

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• CLOSEOUT ACTION
• Buying Activity is directing DCMA to take action
• Remaining Actions necessary to closeout contract
• Identification of responsible parties for such
  actions
• Any dates that apply to these actions
• Any other information that will assist the
  process

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• GENERAL CONTRACT ISSUES
• Anything related to the contract, that isnt
  specific to the other types of requests.
• Instructions to an ACO to complete a modification
• Information concerning contract clauses

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• OTHER REQUEST
• Communication related to any administration
  aspect
• Response shall be specific to each individual
  question

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• PROPERTY
• Buying Activity may address a specific Property
  issue.
• Problem
• Request for Assistance
• Instructions

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• READINESS REQUESTS
• High priority items - direct impact on
  services/mission
• Among the most critical functions of DCMA
• Priority Attention
• Respond within 2 work days

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• STATUS DELIVERY
• Inquiries to determine if item is on schedule
• Response shall include
• Production status of items
• Estimated shipment date
• Response time shall be within 5 work days

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• STATUS CLOSE-OUT
• Inquiry to determine if items have shipped
• Response shall include
• Status of contract
• Status of the remaining actions
• Responsible parties
• Response time shall be within 5 work days

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• SPECIAL SURVEILLANCE
• Requested by Buying Activities
• Instructions to DCMA for something special, could
  be for the life of the contract or for a given
  period of time.

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Alerts Narrative Improvement Tool
The Delay Notice - Customer Priority Satisfaction
System - Alerts Tool Processes require three
primary measurement points Coverage, Timeliness,
and Quality, to satisfy the customer needs and
support the Agencys Mission and Performance
Goals. Coverage is measured by an automated
data collection method, Delay Notice
Report. Timeliness while not currently a
performance Goal is visible via the Delay Notice
Report. Future Performance Goal. Quality
requires translating a qualitative review of the
DCMA information into quantitative data.
The Alerts Narrative Quality Review Tool will be
used for the following 1. Assess CMO
performance (individual, District, TAG, IOA,
Customer Feedback ) 2. Training Aid
Reviewer Details Name
email phone DCMA
alias (If Customer
Procurement ID )
Score the following Prompts
Does the information provided satisfy your need/
answer your question/ enable you to make an
informed business decision?
Does the narrative contain options/recommendations
Is the narrative clear and professional?
Comments
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Does the information provided satisfy your need/
answer your question/enable you to make an
informed business decision? (The prompts are not
intended to be a checklist, rather to assist you
in your evaluation and rating)

• Does the narrative identify the who, what,
  where, when, why and how's pertaining to the
  issue?
• Does this Delay Notice/CPSS response include
• forecast delivery dates (Delay Notice)
• actions DCMA is taking
• e.g., corrective action plans, supplier inclusion
  on the Contractor Alert List (CAL), cooperative
  process improvement efforts, corrective action
  requests (CARs), addressing systemic vs. isolated
  problems
• Does the narrative specify DCMA follow-up
  activities (if required)?

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Does the narrative contain recommendations,
options, or alternatives? (The prompts are not
intended to be a checklist, rather to assist you
in your evaluation and rating)

• Do the recommendations/options
• Reflect an independent DCMA approach?
• Identify the risk, consequences and impacts
  within the alternatives and recommendations.
• Does the narrative demonstrate DCMA is taking
  appropriate actions for resolution of the issues
  at hand?

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Is the narrative clear and professional? (The
prompts are not intended to be a checklist,
rather to assist you in your evaluation and
rating)

• Does the response demonstrate a customer focus?
• Is the tone of the response unemotional?
• Is the response concise?
• Is the response well written (spelling grammar
  correct)?

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FEATURES

• Customer WEB Access
• Drop Down Menus
• Edit Capability - Cut/Paste/Copy
• Broadcast Message

• Delay Notice down to Delivery Schedule
• PCO Response to Delay Notice
• Ability to Change Email Address

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FEATURES (CONT)

• Automatic Reconciliation
• Executive Summary Data Available
• Multiple CLIN Input
• Search Function

• Buying Activity POC Email Address
• Asterisk Denoting Mandatory Fields
• Automatic Release 3 Workdays After Input

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• Buying Activity Alerts POC
• Buying Activity needs to identify an Alerts POC
• For the entire Buying Activity
• Complete Customer Profile Sheet, retain copy
• Default Email Address Someone from the Buying
  Activity
• Required for times when emails are incorrect or
  the system rejects
• Ensure the information gets to the correct person
• Ensure that any corrections necessary are made
• Communicates Alerts issues to Mgt
• Communicates Alerts issues to CLR

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• SECURITY ISSUES
• Accredited
• Access requires individual sign-on
  codes/passwords
• User profiles and roles (to ensure maintenance of
  accurate user information)
• Automatic population of the authors name in the
  narratives
• Non-disclosure process for Buying Activities that
  employ third party contractors

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• Troubleshooting/Problems
• LOCAL ADP SUPPORT
• DCMA HELP DESK
• [phone]
• OR
• http//helpdesk.dcma.mil/index.cfm

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Alerts Phase II HOW DOES IT WORK?

• Customer Access
• Input new requests to DCMA
• Receive respond to delay notices
• View pending, completed or archived requests

On/Off Line Customers

• West International Districts

• East District

Compaq Proliant 6500/ 7000
Compaq Proliant 6500/ 7000
Off Line Customer Email
Internet
WWW Server
WWW Server
Replication
HPT600
HPT600

• Alerts reads CAGE, DoDAAC, Contractor address,
  PIIN/SPIIN, CLIN/ELIN, DCMA Attribute (CAT) codes
  schedule data from SDW
• Alerts writes delay notice data to SDW

ORACLE database
ORACLE database
SDW
Batch Retrieval
Batch Retrieval
OLTP (operational dbase)
Batch Updates
Compaq Proliant 6500/ 7000
Batch Updates
Compaq Proliant 6500/ 7000
CMO 1
CMO n
. . .
. . .
CMO 1
CMO n
. . .
. . .
On Line Retrieval
On Line Retrieval

• Delay Notice Module
• DCMA enters anticipated/actual delays in
  deliveries
• Reasons for delay
• Contractor action DCMA assessment
• CPSS Module
• Process customer requests for priority or
  extraordinary surveillance
• Input requests for off-line customers
• Contract Admin Team (CAT) Module
• Build, view and modify info on DCMA teams assigned

DCMA Contract Admin Team Member
DCMA Contract Admin Team Member
PC Application
PC Application
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Alerts URL http//alerts.dcmdw.dcma.mil/alerts
Or http//alerts.dcmde.dcma.mil/alerts