FY02 ASA Presentation Provide NIH Events Management Services

1

FY02 ASA Presentation

Provide NIH Events Management Services

FY02 ASA Presentation


Presented by:

Ken RylandMarianne Bachmann

Office of Research ServicesNational Institutes of Health

18 November 2002

Presented by:

Ken RylandMarianne Bachmann

Office of Research ServicesNational Institutes of Health

18 November 2002

2

Table of ContentsTable of Contents

Main PresentationASA Template ……………………………….……………………………….4Customer Perspective……………………….……………………………….5

Customer Segmentation …………………….……………………………………6-7Customer Satisfaction……………………….…………………………………….8-10Unique Customer Measures………………….…………………………………..11-14

Internal Business Process Perspective…………………………………….15Service Group Block Diagram……………………………………………………16Conclusions from Discrete Services Deployment Flowcharts………………..17-19Process Measures…………………………………………………………………20-22

Learning and Growth Perspective………………………………………….23Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data……..24Analysis of Readiness Conclusions…………………………………………….25Unique Learning and Growth Measures………………………………………..26

Financial Perspective………………………………………………………..27Unit Cost: ……………………………………………………………………… 28-29Asset Utilization……………………………………………………………………30Unique Financial Measures: Billable Hours …………………………………..31

Conclusions and Recommendations……………………………………….32Conclusions from FY02 ASA..……………………………………………………33Recommendations…………………………………………………………………34

Main PresentationASA Template ……………………………….……………………………….4Customer Perspective……………………….……………………………….5

Customer Segmentation …………………….……………………………………6-7Customer Satisfaction……………………….…………………………………….8-10Unique Customer Measures………………….…………………………………..11-14

Internal Business Process Perspective…………………………………….15Service Group Block Diagram……………………………………………………16Conclusions from Discrete Services Deployment Flowcharts………………..17-19Process Measures…………………………………………………………………20-22

Learning and Growth Perspective………………………………………….23Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data……..24Analysis of Readiness Conclusions…………………………………………….25Unique Learning and Growth Measures………………………………………..26

Financial Perspective………………………………………………………..27Unit Cost: ……………………………………………………………………… 28-29Asset Utilization……………………………………………………………………30Unique Financial Measures: Billable Hours …………………………………..31

Conclusions and Recommendations……………………………………….32Conclusions from FY02 ASA..……………………………………………………33Recommendations…………………………………………………………………34

3

Table of ContentsTable of Contents

AppendicesPage 2 of your ASA Template

Customer segments graphs

Customer satisfaction graphs

Block diagram

Process maps

Process measures graphs

Learning and Growth graphs

Analysis of Readiness Information

Unit cost graphs

Asset utilization graphs

Any unique measures graphs

AppendicesPage 2 of your ASA Template

Customer segments graphs

Customer satisfaction graphs

Block diagram

Process maps

Process measures graphs

Learning and Growth graphs

Analysis of Readiness Information

Unit cost graphs

Asset utilization graphs

Any unique measures graphs

4

5

Customer PerspectiveCustomer Perspective

6

Customer Segmentation – Top 10 Clients in Conference ServicesCustomer Segmentation – Top 10 Clients in Conference Services

0

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Percent

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Customer Segmentation – Multimedia ServicesCustomer Segmentation – Multimedia Services

02468

1012141618

CC

NC

I

OD

NIN

DS

NIA

ID

NIC

HD

NID

DK

NH

LBI

NIM

H

OR

S

Revenue FY '99Revenue FY '00Revenue FY '01Revenue FY '02

02468

1012141618

CC

NC

I

OD

NIN

DS

NIA

ID

NIC

HD

NID

DK

NH

LBI

NIM

H

OR

S

Revenue FY '99Revenue FY '00Revenue FY '01Revenue FY '02

Percentage of Revenue

8

FY02 ORS Customer Survey Data for the Annual Self Assessments

Service Group 30:


22 October 2002

Summary Prepared by Janice Rouiller, SAIC

FY02 ORS Customer Survey Data for the Annual Self Assessments

Service Group 30:


22 October 2002

Summary Prepared by Janice Rouiller, SAIC

9

MethodologyMethodology• NIH Conference Services Customer Survey

• Developed based on focus groups

• Administered twice during FY2002

• Survey revised after Q2 FY2002

• Customer Sample• Representative sample of meetings selected each month

• Survey sent through email via Project Officer

• Results returned to Office of Quality Management

• Data analyzed by contractor for FY02 NIH Events Management Services Annual Self-Assessment (ASA)

• NIH Conference Services Customer Survey• Developed based on focus groups

• Administered twice during FY2002

• Survey revised after Q2 FY2002

• Customer Sample• Representative sample of meetings selected each month

• Survey sent through email via Project Officer

• Results returned to Office of Quality Management

• Data analyzed by contractor for FY02 NIH Events Management Services Annual Self-Assessment (ASA)

10

Survey Distribution Survey Distribution

Number of Surveys Distributed 102

Number of Surveys Returned 30

Response Rate 29%

Number of Surveys Distributed 102

Number of Surveys Returned 30

Response Rate 29%

11

Scheduling Meetings (cont.) Overall Satisfaction With Scheduling ExperienceScheduling Meetings (cont.) Overall Satisfaction With Scheduling Experience

Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.

1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 4.88 5.79 5.75 5.92 6.50

Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02

12

Meeting Events (cont.) Overall Satisfaction With Meeting Event ExperienceMeeting Events (cont.) Overall Satisfaction With Meeting Event Experience

Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent. Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.

1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 5.06 6.26 6.00 6.29 6.54


13

What One Improvement Would You Like To See?What One Improvement Would You Like To See?

• YES! I am so disturbed by the lack of conference space, even scheduling well over one year in advance, for a large and important NIMH lecture series. We have had to put off international speakers because the large conference rooms were already booked. I had to beg and plead all over campus for the others, it's really a shame. This is very unfortunate given that we are the world's largest research institution, but don't have rooms for the world experts to come and speak.

• More conference rooms so it is easier to find a location!• More rooms available.• Online booking.• Better quality and newer technology AV equipment. • Not to have the individual Branches/Programs charged.• It would be great to have videoconferencing available in Building 31, C

wing conference rooms.

• YES! I am so disturbed by the lack of conference space, even scheduling well over one year in advance, for a large and important NIMH lecture series. We have had to put off international speakers because the large conference rooms were already booked. I had to beg and plead all over campus for the others, it's really a shame. This is very unfortunate given that we are the world's largest research institution, but don't have rooms for the world experts to come and speak.

• More conference rooms so it is easier to find a location!• More rooms available.• Online booking.• Better quality and newer technology AV equipment. • Not to have the individual Branches/Programs charged.• It would be great to have videoconferencing available in Building 31, C

wing conference rooms.

14

What One Improvement Would You Like To See?What One Improvement Would You Like To See?

• The person on the phone who set up my most recent conference was so efficient and helpful. When one place that we were originally trying to book was not available, she recommended others which turned out to be even better. Thanks so much for a great meeting.

• The Natcher Conference Center staff was very helpful and friendly and made the meeting run smoothly.

• Thank you, thank you, thank you for the additional chairs for the NSC. They were a blessing in disguise.

• So far I have been extremely pleased with the arrangements I make. Since I am never on site I really don't know how the AV technician responds, but I have had no complaints from the doctors here.

• Over the last 6 months, customer service has improved. Continued training should be provided to operators and staff on regular duty at conference facilities, excellent service could be maintained.

• Everything else was great!

• The person on the phone who set up my most recent conference was so efficient and helpful. When one place that we were originally trying to book was not available, she recommended others which turned out to be even better. Thanks so much for a great meeting.

• The Natcher Conference Center staff was very helpful and friendly and made the meeting run smoothly.

• Thank you, thank you, thank you for the additional chairs for the NSC. They were a blessing in disguise.

• So far I have been extremely pleased with the arrangements I make. Since I am never on site I really don't know how the AV technician responds, but I have had no complaints from the doctors here.

• Over the last 6 months, customer service has improved. Continued training should be provided to operators and staff on regular duty at conference facilities, excellent service could be maintained.

• Everything else was great!

15

Internal Business Process PerspectiveInternal Business Process Perspective

16

Service Group Block DiagramService Group Block Diagram

Provide

Conference Services

Provide

Conference Services

Provide

Multi-media Services

Provide

Multi-media Services

Events ManagementEvents Management

17

Conference Services Block DiagramConference Services Block Diagram

18

19

• We combined the Meeting request form and the Security Approval form into one.

• Migrating from temporary web page to Remedy software. (Tracking data)

• Paradigm shift in the responsibilities of the Conference Coordinators from order takers to Event planners. (Advantage increased availability and utilization of rooms)

• The SSFAS billing system is too complicated and is driving up operating costs

• We combined the Meeting request form and the Security Approval form into one.

• Migrating from temporary web page to Remedy software. (Tracking data)

• Paradigm shift in the responsibilities of the Conference Coordinators from order takers to Event planners. (Advantage increased availability and utilization of rooms)

• The SSFAS billing system is too complicated and is driving up operating costs

Conclusions from Discrete Services Deployment FlowchartsConclusions from Discrete Services Deployment Flowcharts

20

Note: Though not significant, a downward trend occurred after September 2001. The process also became less predictable.Note: Though not significant, a downward trend occurred after September 2001. The process also became less predictable.Individual Values: Total Number of Events

400

600

800

1000

1200

1400

Month/Year

Ind

ivid

ual

Val

ues

(X

)

Total # Events 1051 963 902 1083 1053 1089 1119 1116 1039 923 844 838 956 842 648 791 834 863 897 937 764 739 571 831

O-00 N-00 D-00 J-01 F-01 M-01 A-01 M-01 J-01 J-01 A-01 S-01 O-01 N-01 D-01 J-02 F-02 M-02 A-02 M-02 J-02 J-02 A-02 S-02

LCL = 831

mR = 1002

UCL = 1102

mR = 806

UCL = 1173

LCL = 510

Moving Range: Total Number of Events

0

100

200

300

400

Month/Year

Mo

vin

g R

ang

e (m

R)

Moving Range 88 61 181 30 36 30 3 77 116 79 6 118 114 194 143 43 29 34 40 173 25 168 260

N-00 D-00 J-01 F-01 M-01 A-01 M-01 J-01 J-01 A-01 S-01 O-01 N-01 D-01 J-02 F-02 M-02 A-02 M-02 J-02 J-02 A-02 S-02

UCL = 210

mR = 64

UCL = 363

mR = 111

21

FY’02 Conference Room UtilizationFY’02 Conference Room UtilizationFY02 Conference Room Utilization

0

200

400

600

800

1,000

1,200

1,400

1 Room

151

10 L

ipset

t Am

phitheat

er

31/6

C Room

10

31/6

C Room

7

31/6

C Room

9

40 V

id C

onf Room

120

7

45 B

alcony B

45 M

ain A

uditoriu

m

45 R

oom C

1/C2

45 R

oom E

1/E2

45 R

oom G

1/G

2

45 R

oom J

Vid

Tel

50 R

oom 1

227/

1233

Lobby

60 C

lass

134

6001

Exe

c Room

A1/

A2

6001

Exe

c Room

C

6001

Exe

c Room

E V

id T

el

EPN Room

CDEF

EPN Room

EEPN R

oom G

EPN Room

J

RKL2

Room 9

112/9

116

Hlf

Day

2Hr

22

FY 2001- 2002 - Web CastsFY 2001- 2002 - Web Casts

0

10

20

30

40

50

60

70

80

Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep

FY 2001FY 2002

0

10

20

30

40

50

60

70

80


FY 2001FY 2002

23

FY02 Learning and Growth (L&G) Data for the Annual Self Assessments

Service Group 30:


26 September 2002

Summary Prepared by the Office of Quality Management

FY02 Learning and Growth (L&G) Data for the Annual Self Assessments

Service Group 30:


26 September 2002

Summary Prepared by the Office of Quality Management

24

Learning and Growth Data TableLearning and Growth Data Table

About one week sick leave per employeeAbout one week sick leave per employee

About 2 awards for every 3 employeesAbout 2 awards for every 3 employees

19% employee turnover19% employee turnover

2 ADR case out of 16 employees2 ADR case out of 16 employees

Pop

ulat

ion

Est

imat

e

No.

of S

epar

atio

ns

Turn

over

Rat

eTo

tal H

ours

of S

ick

Leav

e U

sed

Ave

rage

Hou

rs o

f

Sic

k Le

ave

Use

d

Num

ber

of A

war

ds

Rec

eive

dA

vera

ge N

umbe

r of

Aw

ards

Rec

eive

d

Num

ber

of E

EO

Com

plai

nts

Ave

rage

Num

ber

of

EE

O C

ompl

aint

s

Num

ber

of E

R C

ases

Ave

rage

Num

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of

ER

Cas

esN

umbe

r of

AD

R

Cas

esA

vera

ge N

umbe

r of

AD

R C

ases

5745 16 3 0.19 589 37 10 0.63 0 0.00 0 0.00 2 0.13Service

Group 30 Total

16 3 0.19 589 37 10 0.63 0 0.00 0 0.00 2 0.13

25

Summary of Service Group 30 Learning and Growth DataSummary of Service Group 30 Learning and Growth Data

• Twenty percent employee turnover• Three summer interns departed

• About one week sick leave per employee• About 2 awards for every 3 employees• 2 ADR cases out of 16 employees

• Twenty percent employee turnover• Three summer interns departed

• About one week sick leave per employee• About 2 awards for every 3 employees• 2 ADR cases out of 16 employees

26

Analysis of Readiness Conclusions Analysis of Readiness Conclusions

Customer Perspective:· Contract for customer survey data analysis & evaluation · Deploy web based customer survey data collection tool Internal Business Perspective:· Develop project management skills and abilities· Develop video production and meeting planning skills and abilities· Accelerate multimedia equipment and system replacements Learning and Growth Perspective:· Build up verbal and written communication skills and abilities· Expand client relation skills Financial Perspective:· Develop quantitative and analytical skills and abilities· Expand budget and financial knowledge


27

Financial PerspectiveFinancial Perspective

28

Conference Services Room Category Rates vs. Market Rates

Conference Services Room Category Rates vs. Market Rates

$3,000

$6,000

$2,000

$750

$2,000

$6,500

$2,500

$4,000

$1,200$1,400$1,500

$840

$2,500

$750$450

$250

$1,250

$2,250

$3,250

$4,250

$5,250

$6,250

$7,250

Small Rm14 - 45

Medium Rm50 - 90

Large Room100 - 150

MediumAud 100

Large Aud270 - 500

Market Day NIH Day NIH Half Day

29

Multimedia ServicesFY 1998 - 2003 - Hourly Rates

Multimedia ServicesFY 1998 - 2003 - Hourly Rates

0

20

40

60

80

100

120

140

FY 1998 FY 1999 FY 2000 FY 2001 FY 2002 FY 2003

EM's Hourly Rate

Contract Multimedia

0

20

40

60

80

100

120

140

FY 1998 FY 1999 FY 2000 FY 2001 FY 2002 FY 2003

EM's Hourly Rate

Contract Multimedia

30

Conference Services – Asset UtilizationConference Services – Asset Utilization

1,500

2,000

2,500

3,000

3,500

4,000

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Actual hours

Target

1,500

2,000

2,500

3,000

3,500

4,000

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Actual hours

Target

Ho

urs

Ho

urs

MonthsMonths

31

Multimedia Services FY 2001- 2002 – Billable Hours

Multimedia Services FY 2001- 2002 – Billable Hours

0

100

200

300

400

500

600

700

800

900


FY 2001

FY 2002

0

100

200

300

400

500

600

700

800

900


FY 2001

FY 2002

Target HoursTarget Hours

32

Conclusions and Recommendations Conclusions and Recommendations

33

Conclusions from FY02 ASAConclusions from FY02 ASA

• Need for more rooms which have a capacity of 100 to 150.

• September 11th had a dramatic impact on the non-mission related meetings. (Eliminated after hours)

• Fee for Service has made clients more cost conscious, reduced multiple bookings, findings rooms which they do not have to pay fees.

• Cancellation Fee & New scheduling software implementation.

• Availability of rooms will increase.

• Need for more rooms which have a capacity of 100 to 150.

• September 11th had a dramatic impact on the non-mission related meetings. (Eliminated after hours)

• Fee for Service has made clients more cost conscious, reduced multiple bookings, findings rooms which they do not have to pay fees.

• Cancellation Fee & New scheduling software implementation.

• Availability of rooms will increase.

34

• Continue to upgrade facilities. (Multimedia equipment and infrastructure) Conference Room #1/151, Lipsett, Natcher Conference Center Control System, #31 6 & 10.

• New Conference facilities (CRC, NSC, Democracy, Parklawn)

• Develop and Implement an NIH wide policy mandating Conference rooms with a capacity of 50 or more be centrally managed.

• Purchase and install non linear editing systems• Collaborate with DSS to prepare and implement a

contract for captioning services.• Installation of wireless LAN

• Continue to upgrade facilities. (Multimedia equipment and infrastructure) Conference Room #1/151, Lipsett, Natcher Conference Center Control System, #31 6 & 10.

• New Conference facilities (CRC, NSC, Democracy, Parklawn)

• Develop and Implement an NIH wide policy mandating Conference rooms with a capacity of 50 or more be centrally managed.

• Purchase and install non linear editing systems• Collaborate with DSS to prepare and implement a

contract for captioning services.• Installation of wireless LAN

RecommendationsRecommendations

35

AppendicesAppendices

36

AppendicesAppendices

• Include the following:

• Page 2 of your ASA Template• Customer segments graphs • Customer satisfaction graphs• Block diagram• Process maps• Process measure graphs• Learning and Growth graphs• Analysis of Readiness Information • Unit cost graphs• Asset utilization graphs• Any unique measures graphs

• Include the following:

• Page 2 of your ASA Template• Customer segments graphs • Customer satisfaction graphs• Block diagram• Process maps• Process measure graphs• Learning and Growth graphs• Analysis of Readiness Information • Unit cost graphs• Asset utilization graphs• Any unique measures graphs

37

Customer PerspectiveCustomer Perspective

DS1: Provide Conference Services

DS2: Provide Multi-Media Services

Number of events scheduled by month

Length of events by facility

Revenue from studio shoots by month

Number of webcast programs by customer

Increase understanding of processes.

Increase customer satisfaction

Performance Objective Performance Measure

Internal Business Process Perspective

Complete process maps of Service Group/Discrete Services

DS1: Provide Conference Services - Increase understanding of customer needs

Customer satisfaction ratings from the ORS Customer Scorecard for each Discrete Service

Number and type of suggested improvements

Identify methods to measure processes.

Number of events scheduled by facility

Identify and report on process measures for Discrete Services

Performance Objective

Increase understanding of customer base

Customer PerspectivePerformance Measure

Customer segmentation of Discrete Services

38

MethodologyMethodology

• All data represent occurrences from Oct 2001 - June 2002

• Data analyzed covered period between October 1st and end of June to provide time to analyze and present the data

• ORS Human Resources (HR) provided data on:• Turnover• Sick leave• Awards

• HR data stored in NIH databases by Standard Administrative Codes (SACs)

• Developed cross-reference of ORS Service Groups to SACs• Almost all SACs assigned to Service Groups • Some Service Groups have identical SACs

• In this case, two Service Groups will receive same set of data

• All data represent occurrences from Oct 2001 - June 2002

• Data analyzed covered period between October 1st and end of June to provide time to analyze and present the data

• ORS Human Resources (HR) provided data on:• Turnover• Sick leave• Awards

• HR data stored in NIH databases by Standard Administrative Codes (SACs)

• Developed cross-reference of ORS Service Groups to SACs• Almost all SACs assigned to Service Groups • Some Service Groups have identical SACs

• In this case, two Service Groups will receive same set of data

39

Methodology (cont.)Methodology (cont.)

• Also obtained data from: • Equal Employment Opportunity (EEO)

• Number of EEO complaints

• Employee Relations (ER)• Number of ER cases

• Alternative Dispute Resolution (ADR)• ADR cases

• Also obtained data from: • Equal Employment Opportunity (EEO)

• Number of EEO complaints

• Employee Relations (ER)• Number of ER cases

• Alternative Dispute Resolution (ADR)• ADR cases

40

Interpreting Your DataInterpreting Your Data

• FY02 is the first time L&G data were collected and analyzed• Compare your Service Group relative to the other ORS Service

Groups • What are all the L&G indicators telling you?• In the future your group should compare itself to its own Service

Group data over time

• Interpret data in terms of other ASA data• Customer satisfaction ratings• Process measures• Financial measures

• Does the L&G data, when compared to data in other perspectives, show potential relationship (could L&G be contributing to customer satisfaction results)?

• From reviewing your Service Group’s L&G data, what could be done to improve Quality of Work Life (QOWL)?

• FY02 is the first time L&G data were collected and analyzed• Compare your Service Group relative to the other ORS Service

Groups • What are all the L&G indicators telling you?• In the future your group should compare itself to its own Service

Group data over time

• Interpret data in terms of other ASA data• Customer satisfaction ratings• Process measures• Financial measures

• Does the L&G data, when compared to data in other perspectives, show potential relationship (could L&G be contributing to customer satisfaction results)?

• From reviewing your Service Group’s L&G data, what could be done to improve Quality of Work Life (QOWL)?

41

Service Group Turnover Rate Service Group Turnover Rate

• Calculated as the number of separations for a Service Group / Population of Service Group• Separations defined as:

• Retirements (separation codes 3010, 3020, 3022)• Resignations (separation codes 3120, 3170)• Removals (separation codes 3300)• Terminations (separation codes 3520, 3550, 3570)• Promotions to new organization (separation codes 7020)• Reassignments (separation code 7210)

• Note that transfers/promotions within ORS Divisions/Offices are not captured by the NIH database

• Calculated as the number of separations for a Service Group / Population of Service Group• Separations defined as:

• Retirements (separation codes 3010, 3020, 3022)• Resignations (separation codes 3120, 3170)• Removals (separation codes 3300)• Terminations (separation codes 3520, 3550, 3570)• Promotions to new organization (separation codes 7020)• Reassignments (separation code 7210)

• Note that transfers/promotions within ORS Divisions/Offices are not captured by the NIH database

42

Service Group Turnover Rate (cont.)Service Group Turnover Rate (cont.)

• Calculation of Service Group population was needed since number of employees changes over time • Population for Service Group was estimated

based on average of employee count at three snapshots in time (Nov 2001, Feb 2002, June 2002)

• Calculation of Service Group population was needed since number of employees changes over time • Population for Service Group was estimated

based on average of employee count at three snapshots in time (Nov 2001, Feb 2002, June 2002)

43

0.00

0.05

0.10

0.15

0.20

0.25

0.30

0.35

12 16 21 30 27 20 42 13 41 3 24 23 7 18 1 2 10 11 17 31 26 25 40 28 37 29 33 39 5 32 36 38 4 8 9 14 15 19 34 35 43

Service Group Turnover Rate (Oct 2001 - June 2002)

Service Group Turnover Rate (Oct 2001 - June 2002)

Service Group NumberService Group Number

Tu

rno

ve

r R

ate

44

Average Hours of Sick Leave UsedAverage Hours of Sick Leave Used

• Calculated as the total number of sick leave hours used for a Service Group / Population of Service Group

• Calculated as the total number of sick leave hours used for a Service Group / Population of Service Group

45

0

10

20

30

40

50

60

70

80

14 3 9 31 8 17 43 38 36 33 41 12 30 32 28 18 29 21 39 20 16 24 27 40 35 5 23 42 19 4 34 15 37 25 26 1 2 10 11 13 7

Average Hours of Sick Leave Used(Oct 2001 - June 2002)

Average Hours of Sick Leave Used(Oct 2001 - June 2002)


Av

era

ge

Ho

urs

46

Average Number of Awards ReceivedAverage Number of Awards Received

• Calculated as the total number of awards received / Population of Service Group

• Includes both monetary and non-monetary awards• Cash awards• QSIs• Time-off • Honorary• Customer Service

• Calculated as the total number of awards received / Population of Service Group

• Includes both monetary and non-monetary awards• Cash awards• QSIs• Time-off • Honorary• Customer Service

47

0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

4.50

9 43 1 2 10 11 40 42 7 41 12 4 5 28 39 35 32 33 8 15 36 38 34 37 29 17 14 31 16 30 19 18 13 20 21 3 24 26 25 23 27

Average Number of Awards Received(Oct 2001 - June 2002)

Average Number of Awards Received(Oct 2001 - June 2002)


Av

era

ge

nu

mb

er

48

Average Number of EEO ComplaintsAverage Number of EEO Complaints

• Calculated the total number of EEO complaints for a Service Group / Population of Service Group

• Calculated the total number of EEO complaints for a Service Group / Population of Service Group

49

0.00

0.01

0.02

0.03

0.04

0.05

0.06

0.07

20 8 33 34 7 31 26 25 38 36 32 5 1 2 3 4 9 10 11 12 13 14 15 16 17 18 19 21 23 24 27 28 29 30 35 37 39 40 41 42 43

Average Number of EEO Complaints (Oct 2001 - June 2002)

Average Number of EEO Complaints (Oct 2001 - June 2002)


A

ve

rag

e N

um

be

r

50

Average Number of ER CasesAverage Number of ER Cases

• Calculated the total number of ER cases for a Service Group / Population of Service Group

• Case is defined as any contact with ER Office where an action occurs (e.g., Letter is prepared)

• Calculated the total number of ER cases for a Service Group / Population of Service Group

• Case is defined as any contact with ER Office where an action occurs (e.g., Letter is prepared)

51

0.00

0.05

0.10

0.15

0.20

0.25

0.30

7 23 16 3 31 13 9 20 25 26 17 36 38 37 29 32 39 1 2 4 8 10 11 12 14 15 18 19 21 27 28 30 33 34 35 40 41 42 43

Average Number of ER Cases (Oct 2001 - June 2002)

Average Number of ER Cases (Oct 2001 - June 2002)


Av

era

ge

Nu

mb

er

52

Average Number of ADR CasesAverage Number of ADR Cases

• Calculated the number of ADR cases for a Service Group / Population of Service Group

• Case is initiated when person contacts ADR

• Calculated the number of ADR cases for a Service Group / Population of Service Group

• Case is initiated when person contacts ADR

53

0.00

0.05

0.10

0.15

0.20

0.25

7 9 30 24 33 34 3 23 26 25 5 20 21 31 29 39 28 32 36 16 38 1 2 4 8 10 11 12 13 14 15 17 18 19 27 35 37 40 41 42 43

Average Number of ADR Cases (Oct 2001 - June 2002)

Average Number of ADR Cases (Oct 2001 - June 2002)


Av

era

ge

Nu

mb

er

54

NIH Conference ServicesFY02 Customer SegmentationNIH Conference ServicesFY02 Customer Segmentation

9

7

4

3

2

1 1

0 00

1

2

3

4

5

6

7

8

9

10

Administrator,Secretary,Assistant

Other ProgramCoordinator,

Specialist

Program Officer,Project Officer

Researcher,Scientist

AdministrativeOfficer

Branch, Lab Chief CommitteeManagement

Officer,Conference

Planner

Scientif ic ReviewAdministrator

Customers

Nu

mb

er o

f R

esp

on

den

ts

Data based on 28 respondents

55

Readiness Determination Working Tool

Service Group: Provide Events Management Services

Readiness Determination Working Tool

Service Group: Provide Events Management Services

56

Analysis of Readiness Conclusions Analysis of Readiness Conclusions



57

NIH Conference Services (cont.) FY02 Conference Room UseNIH Conference Services (cont.) FY02 Conference Room Use

11

6 6

5 5

4

2 2

1

0 00

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

Natch

er C

ente

rEPN

Rockle

dge

Bldg. 3

1 - 6

th flo

or

Neuro

scien

ces

Bldg 1

(Wils

on H

all)

Mas

ur/L

ipset

t

Oth

er

Bldg 5

0

Bldg 6

0

6001

Exe

cutiv

e Plaz

a

Conference Rooms

Nu

mb

er o

f T

imes

Ro

om

Uti

lize

d


58

NIH Conference Services (cont.) FY02 Meeting TypeNIH Conference Services (cont.) FY02 Meeting Type

12

9 9

8

7

4

1

0

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

Staff, Branch, Institute Council, Consensus,Advisory Committee

Steering, Planning Educational Seminars,Training Classes,

ProfessionalDevelopment

Research, Medical,Symposiums

Social, Recreational Other

Nu

mb

er o

f M

eeti

ng

s


59

Scheduling Meetings FY02 Number of Meetings ScheduledScheduling Meetings FY02 Number of Meetings Scheduled

0

14

4

10

0

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

None One to Five Six to Ten More thatn 10

Number of Meetings

Nu

mb

er o

f M

eeti

ng

s


60

Scheduling Meetings (cont.) FY02 Most Recent Scheduling ExperienceScheduling Meetings (cont.) FY02 Most Recent Scheduling Experience

27

10

0

5

10

15

20

25

30

Jan - March 2002 Oct - Dec 2001 Prior to Oct 2001

Most Recent Scheduling Experience

Nu

mb

er o

f M

eeti

ng

s


61

Scheduling Meetings (cont.) Call Answered PromptlyScheduling Meetings (cont.) Call Answered Promptly

Percent "Yes"

96%93%

0%

20%

40%

60%

80%

100%

Oct - Dec 2001 Jan - Feb 2002

62

Scheduling Meetings (cont.) Phone Messages Returned in a Prompt MannerScheduling Meetings (cont.) Phone Messages Returned in a Prompt Manner

Percent "Yes"

80%82%

0%

20%

40%

60%

80%

100%


63

Scheduling Meetings (cont.) Asked About Pre-meeting Access to RoomScheduling Meetings (cont.) Asked About Pre-meeting Access to Room

Percent "Yes"

44%

21%

0%

20%

40%

60%

80%

100%


64

Scheduling Meetings (cont.) A/V List ReviewedScheduling Meetings (cont.) A/V List Reviewed

Percent "Yes"

76%

57%

0%

20%

40%

60%

80%

100%


65

Scheduling Meetings (cont.) Received Meeting ConfirmationScheduling Meetings (cont.) Received Meeting Confirmation

Percent "Yes"

96% 96%

0%

20%

40%

60%

80%

100%


66

Scheduling Meetings (cont.) Received 2 Week ReminderScheduling Meetings (cont.) Received 2 Week Reminder

Percent "Yes"

52%

64%

0%

20%

40%

60%

80%

100%


67

Scheduling Meetings (cont.) Satisfaction With Scheduler CompetenceScheduling Meetings (cont.) Satisfaction With Scheduler Competence


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 5.40 5.92 5.90 5.92 6.46


68

Scheduling Meetings (cont.) Satisfaction With Scheduler ResponsivenessScheduling Meetings (cont.) Satisfaction With Scheduler Responsiveness


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 6.47 5.68 5.00 6.12 6.50


69

Scheduling Meetings (cont.) Satisfaction With Scheduler CourtesyScheduling Meetings (cont.) Satisfaction With Scheduler Courtesy


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 5.73 6.29 5.25 6.40 6.71


70

Scheduling Meetings (cont.) Satisfaction With Ease of Changing Scheduled EventsScheduling Meetings (cont.) Satisfaction With Ease of Changing Scheduled Events


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 4.85 5.87 5.23 5.95 6.43


71

Scheduling Meetings (cont.) Satisfaction With Flexibility of Scheduling ProcessScheduling Meetings (cont.) Satisfaction With Flexibility of Scheduling Process


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 4.88 5.69 5.47 5.83 6.20


72

Meeting Events FY02 Number of Meetings AttendedMeeting Events FY02 Number of Meetings Attended

3

11

6

7

0

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

None One to Five Six to Ten More thatn 10

Number of Meetings

Nu

mb

er o

f M

eeti

ng

s


73

Meeting Events (cont.) FY02 Most Recent Meeting ExperienceMeeting Events (cont.) FY02 Most Recent Meeting Experience

25

0 00

5

10

15

20

25

30

Jan - March 2002 Oct - Dec 2001 Prior to Oct 2001

Most Recent Meeting Experience

Nu

mb

er o

f M

eeti

ng

s


74

Meeting Events (cont.) Room Set-up as RequestedMeeting Events (cont.) Room Set-up as Requested

Percent "Yes"

76%

86%

0%

20%

40%

60%

80%

100%


75

Meeting Events (cont.) Know Where to Go for AssistanceMeeting Events (cont.) Know Where to Go for Assistance

Percent "Yes"

76%

86%

0%

20%

40%

60%

80%

100%


76

Meeting Events (cont.) Conference Coordinator Greeted You Prior to Actual Meeting Time

Meeting Events (cont.) Conference Coordinator Greeted You Prior to Actual Meeting Time

Percent "Yes"

36%

57%

0%

20%

40%

60%

80%

100%


77

Meeting Events (cont.) Room Had the Supplies You NeededMeeting Events (cont.) Room Had the Supplies You Needed

Percent "Yes"

64%

89%

0%

20%

40%

60%

80%

100%


78

Meeting Events (cont.) Have the A/V Equipment You RequestedMeeting Events (cont.) Have the A/V Equipment You Requested

Percent "Yes"

64%

82%

0%

20%

40%

60%

80%

100%


79

Meeting Events (cont.) A/V Equipment Operated ProperlyMeeting Events (cont.) A/V Equipment Operated Properly

Percent "Yes"

48%

75%

0%

20%

40%

60%

80%

100%


80

Meeting Events (cont.) A/V Tech Available Prior to MeetingMeeting Events (cont.) A/V Tech Available Prior to Meeting

Percent "Yes"

60%64%

0%

20%

40%

60%

80%

100%


81

Meeting Events (cont.) A/V Tech Available During MeetingMeeting Events (cont.) A/V Tech Available During Meeting

Percent "Yes"

52%

61%

0%

20%

40%

60%

80%

100%


82

Meeting Events (cont.) Satisfaction With Reliability of Room Set-upMeeting Events (cont.) Satisfaction With Reliability of Room Set-up


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 5.28 6.08 6.21 5.91 6.28


83

Meeting Events (cont.) Satisfaction With Cleanliness of RoomMeeting Events (cont.) Satisfaction With Cleanliness of Room


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 5.65 6.19 6.53 6.22 6.32


84

Meeting Events (cont.) Satisfaction With Room FurnishingsMeeting Events (cont.) Satisfaction With Room Furnishings


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 4.89 5.76 6.42 6.22 6.36


85

Meeting Events (cont.) Satisfaction With Conference Coordinator CompetenceMeeting Events (cont.) Satisfaction With Conference Coordinator Competence


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 5.11 6.18 5.56 6.58 6.48


86

Meeting Events (cont.) Satisfaction With Conference Coordinator ResponsivenessMeeting Events (cont.) Satisfaction With Conference Coordinator Responsiveness


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 4.94 5.96 5.84 6.36 6.60


87

Meeting Events (cont.) Satisfaction With Conference Coordinator CourtesyMeeting Events (cont.) Satisfaction With Conference Coordinator Courtesy


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 5.11 6.18 6.11 6.60 6.60


88

Meeting Events (cont.) Satisfaction With A/V Technician CompetenceMeeting Events (cont.) Satisfaction With A/V Technician Competence


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 5.47 6.24 6.56 6.33 6.67


89

Meeting Events (cont.) Satisfaction With A/V Technician ResponsivenessMeeting Events (cont.) Satisfaction With A/V Technician Responsiveness


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 5.76 6.44 6.44 6.44 6.55


90

Meeting Events (cont.) Satisfaction With A/V Technician CourtesyMeeting Events (cont.) Satisfaction With A/V Technician Courtesy


1.00

2.00

3.00

4.00

5.00

6.00

7.00

Quarter and Year

Me

an

Ra

tin

g

Mean Rating 5.94 6.53 6.63 6.67 6.60


91Note: A significant drop occurred after September, 2001 along with an increase in unpredictability.Note: A significant drop occurred after September, 2001 along with an increase in unpredictability.

Individual Values: Number of 2 Hour Events

0

100

200

300

400

500

600

Month/Year

Ind

ivid

ual

Val

ues

(X

)

Total # Events 416 428 412 486 420 483 450 447 400 371 340 373 298 262 221 290 323 343 364 172 100 325 281 473


LCL = 315mR = 419

UCL = 426

mR = 288

UCL = 523

LCL = 149

Signal

Moving Range: Number of 2 Hour Events

0

50

100

150

200

250

Month/Year

Mo

vin

g R

ang

e (m

R)

Moving Range 12 16 74 66 63 33 3 47 29 31 33 75 36 41 69 33 20 21 192 72 225 44 192


UCL = 128

medmR = 33

UCL = 170

medmR = 44

Signal

92Note: Not much change after September, 2001. A single signal occurred in October of 2001.Note: Not much change after September, 2001. A single signal occurred in October of 2001.

Moving Range: Number of Full Day Events

0

25

50

75

100

125

150

175

200

Month/Year

Mo

vin

g R

ang

e (m

R)

Moving Range 96 77 82 58 55 46 10 28 61 47 43 138 75 83 25 17 7 1 6 70 90 65 38


UCL = 179

mR = 55

UCL = 142

mR = 43

Individual Values: Number of Full Day Events

0

100

200

300

400

500

Month/Year

Ind

ivid

ual

Val

ues

(X

)

Total # Events 426 330 253 335 393 338 384 374 402 341 294 251 389 314 231 256 273 266 265 259 329 239 174 212


LCL = 198

mR = 343

UCL = 383

mR = 267

UCL = 483

LCL = 152

Signal

93Note: Process has become less predictable since September, 2001 with a single signal occurring in May, 2002.Note: Process has become less predictable since September, 2001 with a single signal occurring in May, 2002.

Moving Range: Number of Half Day Events

0

50

100

150

200

250

Month/Year

Mo

vin

g R

ang

e (m

R)

Moving Range 4 32 25 22 28 17 10 58 26 1 4 55 3 70 49 7 16 14 238 171 160 59 30


UCL = 85

medmR = 22

UCL = 189

medmR = 49

Signal

Individual Values: Number of Half Day Events

0

100

200

300

400

500

600

Month/Year

Ind

ivid

ual

Val

ues

(X

)

Total # Events 209 205 237 262 240 268 285 295 237 211 210 214 269 266 196 245 238 254 268 506 335 175 116 146


LCL = 170

UCL = 405

mR = 251UCL = 309

LCL = 97

Signal

mR = 239

94

• List unit cost measures for each discrete service• Bulleted statements of conclusions from unit cost

measures• Insert graphs of unit cost data if insightful

• List unit cost measures for each discrete service• Bulleted statements of conclusions from unit cost

measures• Insert graphs of unit cost data if insightful

Unit Cost MeasuresUnit Cost Measures

95

• List asset utilization measures for each discrete service

• Bulleted statements of conclusions from asset utilization measures

• Insert graphs of asset utilization data if insightful

• List asset utilization measures for each discrete service

• Bulleted statements of conclusions from asset utilization measures

• Insert graphs of asset utilization data if insightful

Asset Utilization MeasuresAsset Utilization Measures

96

• If added unique measures, list them• Bulleted statements of conclusions from data• Insert graphs of unique measure(s) if insightful

• If added unique measures, list them• Bulleted statements of conclusions from data• Insert graphs of unique measure(s) if insightful

Unique Financial MeasuresUnique Financial Measures

Documents

FY02 ASA Presentation Provide NIH Events Management Services