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Function Four Customer Service Variance Programs

Function Four Customer Service Variance Programs. CSSOM. Customer Service Opportunity Model Customer Service Variance Customer Service Adjusted Workload. CSV. CSAW. Function Four Variance Programs. CSV CSSOM CSAW. Management Tools. Supervisory Tool. CSSOM. Data Elements:

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Function Four Customer Service Variance Programs

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  1. Function Four Customer Service Variance Programs

  2. CSSOM • Customer Service Opportunity Model • Customer Service Variance • Customer Service Adjusted Workload CSV CSAW

  3. Function Four Variance Programs • CSV • CSSOM • CSAW Management Tools Supervisory Tool

  4. CSSOM • Data Elements: • End of Run - Auto/Mech Volumes • eFlash - Distribution, Box Volumes and Workhours • WOS Earned Hours and Workload • WebVARS – Vending • Address Mgmt System – Routes/ Deliveries • WebCOINS – On Rolls Complement and MPOO Designation

  5. CSSOM • CSSOM Identifies a 52 Week by Week Trend Using Established AWPS (Automated Workforce Projection System) Productivity Assumptions • Also Includes the Following • FY07 Base Data • AWPS Other Time • Actual DPS Percentage (Box Section)

  6. CSSOM • CDPOM Equivalent to Function Four • Overall Trend Analysis Which Allow Planning Ahead and Looking Behind • Engine that Drives CSSOM • Data Behind CSSOM • Drill Down Capability to the Unit Level CSV

  7. CSAW • Interactive Supervisor Daily Tool to Determine Value of Workload • Manage Workhours to Workload • Allows Supervisor to Right Size Daily Scheduling of Employees in the Various Function Four Activities

  8. Report will reflect performance based on the scope of time selected

  9. AWPS Data Elements – Automated import into CSV End of Run, eFlash, WOS, AMS, WebVars, WebCoins Updated back to start of FY every week

  10. CSV Executive Summary Percent Achieved in Auto/Mech, Manual, Retail, and Admin. Auto/Mech, Manual, and Retail Volume Variance to Base FTES Actual, Earned, and Variance

  11. Floating Icon

  12. AWPS breakdown of all LDC 48 workload by type

  13. Select Customer Service Adjusted Workload (CSAW)

  14. CSAW houses trend average daily volume for each data element over the past 12 week Based on the allocation by the user, CSAW projects the average volume for each day of the coming week

  15. CSAW houses AWPS productivity factors for each data element Based on trend volume, average earned daily workhours are projected for each data element

  16. CSAW then calculates the earned value of the workload by LDC and by day for the coming week The projected workload value for the week creates the projected number of hours to schedule to each day 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00

  17. Click on day of week Enter Dist and Box Volume Post Daily Volume 46.49 70.79 92.94 19.95 00.00 11.53 231

  18. WOS transactions and SSA volume daily feed

  19. Earned workhour value by LDC adjusts according to volume

  20. TACS workhours by LDC for previous day Import every morning by 6AM local time

  21. Running total for the week, Actual plus projected values

  22. Select Customer Service Adjusted Workload Performance Review for previous week

  23. Daily distribution and Box volume From manual entry

  24. Daily Retail transactions and SSA volume – Automatic feed from WOS Target 6AM local time

  25. Vending LDC 46 and Admin LDC 48 Daily value as allocated by end user

  26. Earned Hours by LDC by day Total for the week

  27. TACS actual Hours by LDC by day Total for the week Target import by 6AM local time

  28. Daily variance by LDC by day Total for the week

  29. Daily hours per posted schedule Total for the week

  30. Weekly variance by LDC Total for the week

  31. Sick Leave, Over time, Penalty OT Total for the week

  32. Total CSV F4 Variance for the week, Broken down to the day

  33. CSSOM / CSV / CSAW • Dynamic F-4 Performance Models • Standardized Methodology • Standardized Data Source • National to Unit Level Line of Site • Forecasting - Plan Ahead, Track Behind • Relevant, Actionable Data

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