What did we learn today?

1
What did we learn today?
2

• Great job
• Incredible amount of valuable information that we
  need to put to use
• People want to get their stories out we need to
  find a way to make this happen
• Much work to do
• Can we take the information gathered to define a
  PWS for the services defined
• Are we at the right level of aggregation -
  dis-aggregation?
• Careful to make sure the analysis is useful and
  valid?

3

• Tendency to be organization centric
• Where is the pay-off in the value propositions
• we provide blah, blah, blah in order to ????
• And how do we demonstrate that we are in fact
  going after the things that do matter?
• Where are the benchmarks

4
An ORS Scorecard

• All in all how are we doing?

5
C1To provide consistent, high quality facility,
protective, research and administrative support
services.
Means Units 02 Target
Roll up of ORS customer satisfaction surveys, segmented by Program Area and customer group by rank Baseline data
6
Ratings of Satisfaction and Importance during
FY02 with Five Major Service Areas ORS Provides
to NIH
Mean Rating
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.
7
Which of the following are most important to you
when considering ORS products/services?
Important
Unimportant
Mean Rating
8
C1To provide consistent, high quality facility,
protective, research and administrative support
services.
Means Units 02 Target
Roll up of ORS customer satisfaction surveys, segmented by Program Area and customer group by rank Baseline data
C2To have NIH community familiar with the range
of ORS services and how to access them.
Means Units 02 Target
Market awareness surveys, segmented by Program Area and customer group by rank Baseline data
C3To meet or exceed sales forecasts in
fee-for-service and to understand variances.
Means Units 02 Target
Track sales against forecast by product and service not less than quarterly Meet for exceed forecasts
9
P1To minimize non-value added activities within
ORS processes.
Means Units 02 Target
Activity analysis and re-engineering of ORS operational processes Activity time and cost Baseline data
P2Deliver capital projects on-time and on-budget
understand variances
Means Units 02 Target
Earned value analysis and schedule variance EVA, time 85 on-time, on-budget
P3To have requisite staff in programs and to
understand variances
Means Units 02 Target
Track on-board staff against approved business plan levels FTEs NMT 5 variance
10
LG1Improve quality of worklife for employees
Means Units 02 Target
HRMI survey all ORS employees HRMI data Improvement over prior years
11
How do the people in your work group feel about
their OPDIV/STAFFDIV?
12
Do the people in your work group share their
expertise, knowledge, and skill to help get the
work out?
13
Is information about what is happening in the
organization communicated to your work group in a
timely fashion?
14
How much encouragement is given to people in your
work group to try new approaches for getting the
work done?
15
LG1Improve quality of worklife for employees
Means Units 02 Target
HRMI survey all ORS employees HRMI data Improvement over prior years
LG2Ready workforce for the future
Means Units 02 Target
Role up of ORS readiness index data segmented by Program Area Baseline data
16
F1Manage unit costs
Means Units 02 Target
Change in unit cost at discrete service level, weighted change in units /unit weighted cost increase NMT 6
17
Property Management
Municipal
Program Support
Services Mgt Support
Regulatory
Building Space
18
Building Space
Program Support
Municipal
Regulatory Compliance
Property Management
Service Management Support
19
Building Space
Program Support
Municipal
Regulatory Compliance
Property Management
Service Management Support
20
Building Space
Program Support
Municipal
Regulatory Compliance
Property Management
Service Management Support
21
F1Manage unit costs
Means Units 02 Target
Change in unit cost at discrete service level, weighted change in units /unit weighted cost increase NMT 6
F2Manage total program expenditures to plan and
understand variances
Means Units 02 Target
Variance analysis by organization and services hierarchy of actual expenditures (accural) to forecast 2 overall, NMT 10 within org or service
F3Breakeven over time in SSF operations and
understand variances by line of business
Means Units 02 Target
Balance sheet analysis 2-4 portfolio margin
22
P4Manage contract expenditures to plan and
understand variance
Means Units 02 Target
Track contract expenditure accurals against approved plan levels accural NMT 5 variance
P5Maximize facility uptime within NIH core hours
Means Units 02 Target
-working on this- hours Baseline data