dois quality assessment
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DOIS Quality Assessment. Quality Assessment. Route Management Model DOIS Quality Assessment Overview Quality Assessment Process. Route Management Model. Developed by Pacific Area Delivery Support. Quality Assessment Process – Overview. - PowerPoint PPT PresentationTRANSCRIPT
DOIS Quality Assessment
DELIVERY OPERATIONS INFORMATION SYSTEM
• Route Management Model
• DOIS Quality Assessment Overview
• Quality Assessment Process
Quality Assessment
DELIVERY OPERATIONS INFORMATION SYSTEM
Adjust Base Hours Reposition Complement Others -VehiclesR
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Route Structure
DPARS Percent to Standard Earned Hours TEI/OEI/SEI
DOIS MSPT
oo
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dic
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rsRoute Managment Model
Efficiency Improvement
Capturing Undertime (daily) Minor Adjustments (ongoing) Management Specials (as needed) Full Count and Inspection (planned)
Developed by Pacific Area Delivery Support
Route Management Model
DELIVERY OPERATIONS INFORMATION SYSTEM
Quality Assessment Process – Overview
DeterminePerf ormance
Through WebEISand Rank Order
Units
Select Deliv eryUnits f or Quality
Assessment
Analy ze Deliv eryUnits with the UnitFeedback Report
Does the Deliv eryUnit Require a Visit ?
Schedule Meetingwith Key
Managers toDiscuss Initial
Findings
ScheduleConf erence Call orWebcast with Key
Managers toDiscuss Initial
Findings
CommunicateAction Itemsthrough ExitConf erence
Follow Up onAction Items in 30
Day s
Follow Up withKey Managers onUnresolv ed Action
Items
Action ItemsResolv ed?
Final ExitConf erence withKey Managers
Yes
No
Yes
Follow Up onAction Items in 30
Day s
No
On Site Visit withthe Deliv ery Unit
Superv isor
Action ItemsResolv ed?
Yes
(1) (2) (3) (4) (5) (6) (7)
WebEIS identif ies who is not using DOIS ef f ectiv ely ;the Unit Feedback Report indicates why .
No
DELIVERY OPERATIONS INFORMATION SYSTEM
Use WebEIS to determine who the poor performers are through the following metrics:
•Office Effectiveness
•Street Effectiveness
•Workload Effectiveness
•Office Productivity
•Street Productivity
•Total Productivity
Quality Assessment Process – Step 1
Determine Performance
Through WebEIS and Rank Order
Units (1)
DELIVERY OPERATIONS INFORMATION SYSTEM
Select delivery units based on the following criteria:
• Delivery unit is in the bottom 10% of the District rank ordering (can be adjusted)
• Data is taken from the last AP
Possible exceptions to consider:
• Delivery unit is not ranked in the bottom 10% but has inordinate amount of OT
• Delivery unit ranks in the bottom 10% but Caseable Volume to Base indicates a sizeable drop in caseable volume
** Notify delivery units that Quality Assessment will take place
Select DeliveryUnits for Quality
Assessment
(2)
Quality Assessment Process – Step 2
DELIVERY OPERATIONS INFORMATION SYSTEM
Unit Feedback Report determines why the delivery unit is a poor performer and outlines the action items based on:
Usage
Logon, Capture Mail Volume – Manual, Capture Mail Volume – DCD, EOR Transfer, and Application Version
Quality Practice
Route/Carrier Daily Performance Report, Number of Operational Clockring Discrepancies and Remaining Route Vacancies.
Effectiveness
% Reductions in OT and UT, Office, Street, Workload Effectiveness, and OT %.
Analyze DeliveryUnits with the UnitFeedback Report
(3)
Quality Assessment Process – Step 3
DELIVERY OPERATIONS INFORMATION SYSTEM
Does the Deliv eryUnit Require a Visit ?
Schedule Meetingwith Key
Managers toDiscuss Initial
Findings
ScheduleConf erence Call orWebcast with Key
Managers toDiscuss Initial
Findings
Yes
No
(4)
Does the Delivery Unit Require a Visit?
(4)
Schedule Conference Call or Webcast with Key Managers to
Discuss Initial Findings
Quality Assessment Process – Step 4
DELIVERY OPERATIONS INFORMATION SYSTEM
Station Managers/Postmaster and POOM(s) are present for the visit.
On Site Visit with the Delivery Unit
Supervisor
Quality Assessment Process – Step 4
DELIVERY OPERATIONS INFORMATION SYSTEM
Unit Feedback Report outlines the action items based on:
• DOIS Usage
• Quality Practice
• Effectiveness
** Exit conference with key managers
Quality Assessment Process – Step 5
Communicate Action Items through Exit Conference
(5)
DELIVERY OPERATIONS INFORMATION SYSTEM
Unit Feedback Report is created a second time 30 days after initial communication.
Follow Up on Action Items in 30 Days
(6)
Quality Assessment Process – Step 6
DELIVERY OPERATIONS INFORMATION SYSTEM
Unit Feedback Report is created 30 days after initial follow up
Action Items Resolved?
Final Exit Conference with Key Managers
End
Follow Up with Key Mangers on
Unresolved Action Items
Follow Up on Action Items in
30 Days
Action Items Resolved?
Yes
YesNo
No
Quality Assessment Process – Step 7
DELIVERY OPERATIONS INFORMATION SYSTEM
(1) Determine Performance Through WebEIS and Rank Order Units
(2) Select Delivery Units for Quality Assessment
(3) Analyze Delivery Units with the Unit Feedback Report
(4) Does the Delivery Unit Require a Visit?
(5) Communicate Action Items Through Exit Conference
(6) Follow Up on Action Items in 30 Days
(7) Final Exit Conference with Key Managers
Quality Assessment Process