Performance Management Presentation Provide Basic Animal Life Support
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Transcript of Performance Management Presentation Provide Basic Animal Life Support
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Performance Management Presentation
Provide Basic Animal Life Support
Team Members:
Eileen Morgan, Dr. Charmaine Foltz, Jim Weed, Dennis Barnard, Andy Limerick, Alphie Cisar, Brent Morse, Wayne O'Brien, Sonia Love
ORS National Institutes of Health
14 January, 2005
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Table of Contents
Main Presentation
Performance Management Plan
Customer PerspectiveC1a: AAALAC accreditation ratingsC1b: ACUC inspection ratings by typeC2c: Percentage of non-exempt animal census requiring socializationC2d: Percentage of attempted socializations that were successfulC3a: ORS Customer Scorecard ratings for animal husbandry and
clinical veterinary and technical services
Internal Business Process PerspectiveIB1a: Investigator response time to notifications of health statusIB1b: Percentage of holding agreements processed by beginning of
fiscal year
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Table of Contents (cont.)
Main Presentation
Learning and Growth PerspectiveLG1a: Percentage of staff with desired credentials LG2a: Percentage of technicians fully trained on all procedures by
facilityLG2b: Percentage of facilities with one fully trained technician
Financial PerspectiveF1a: Unit cost of animal husbandry servicesF1b: Unit cost of clinical veterinary and technical servicesF1c: Unit cost of special environmental factors servicesF2a: Overall percentage of available housing utilizedF2b: Overall percentage increase in holding capacityF3a: Percentage dollar savings associated with caging purchase
strategy change
Conclusions
Appendix
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Performance Management Plan
Eileen Morgan and Dr. Charmaine Foltz
Jim Weed, Dennis Barnard, Andy Smith, Alphie Cisar, Brent Morse, Wayne O'Brien, Sonia Love
Date: 1/10/05
Team Members
Service Strategy
Value PropositionBasic Life Support Services contributes to the advancement of NIH intramural research by providing reliable animal care and veterinary services as well as unique support services delivered by professional and credible personnel trusted to uphold AAALAC international standards.
Team Leaders
We will deliver to our customers a combination of high quality, cost-effective, and consistent reliable services. We will focus on enhancing the skills set of our workforce, streamlining business processes to improve timeliness and foster positive customer relationships.
Strategy Description
Performance Management Plan (PMP)
DS3: Control special environmental factors for animals
DS2: Perform clinical veterinary and technical services
DS1: Provide animal husbandry services
Discrete Services
Division Approval/Date: Associate Director Approval/Date:
Provide basic animal life support
Service Group
Operational Excellence
Customer Intimacy
Product Leadership
Growth
Sustain
Harvest
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Relationship Among Performance Objectives
--- relationship between objectives in different perspectives
___ relationship between objectives within a perspective
most important objectives
C3: Increase Customer Satisfacton
CU
ST
OM
ER
FIN
AN
CIA
L
INT
ER
NA
L
BU
SIN
ES
S
LE
AR
NIN
G &
G
RO
WT
H
IB2: Ensure consistent reliable
services
F1: Minimize unit cost
LG2: Improve consistency of service
performance across facilities
LG1: Maintain and enhance staff competencies
PROVIDE BASIC ANIMAL LIFE SUPPORT
IB1: Improve timeliness of services
Date: December 19, 2003
C1: Maintain a high quality of animal care, veterinary
services and animal facilities with AALAC recommendations
C2: Demonstrate value of unique support services to
customers and stakeholders (perception)
F2: Maximize utilization of assets
F2: Maximize cost effectiveness of
purchases
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Customer Perspective
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Customer Perspective
Objective Measure FY04 Target FY05 Target FY06 Target Initiative Owner
C1a: AAALAC accreditation ratings
Maintain accreditation
Maintain accreditation
Maintain accreditation
Track and monitor periodically
Morgan and Foltz
C1b: ACUC inspection ratings by type
Receive zero major defects
Receive zero major defects
Receive zero major defects
Track and monitor semi-annually
Morgan
C1: Maintain a high quality of animal care, veterinary services, and animal facilities consistent with AAALAC recommendations
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C1a: AAALAC Accreditation Ratings
FY02 fully accredited
with commendations
for DVR
FY99 fully accredited
FY93 all of NIH fully accredited; DVR falls under that accreditation
DVR continuously accredited since 1960s
Note: AAALAC site visits are tri-annual
1960s FY02FY99FY93
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15
77
46
0 10 20 30 40 50 60 70 80 90
Major Defects
MinorRequests/Complaints
Commendations
FY04
C1b: ACUC Inspection Results by Type
Note: Minor requests are not necessarily deficiencies, but rather suggestions.
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Customer Perspective (cont.)
Objective Measure FY04 Target FY05 Target FY06 Target Initiative Owner
C2c: For control special environmental factors, percentage of non-exempt animal census requiring socialization
Comparison to FY03 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Weed
C2d: For control special environmental factors, percentage of attempted socializations that were successful
Comparison to FY03 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Weed
C2: Demonstrate Value of Unique Support Services to Customers and Stakeholders
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C2c: Percentage of Non-Exempt Animal Census Requiring Socialization
1,052
584
1,047
526
1,058
484
0 200 400 600 800 1,000 1,200 1,400 1,600
Non-Exempt AnimalCensus
AttemptedSocializations
FY02
FY03
FY04
FY04 56% of the non-exempt animal census were socialized
FY03 50% of the non-exempt animal census were socialized
FY02 46% of the non-exempt animal census were socialized
Number of Animals
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C2d: Percentage of Attempted Socializations That Were Successful
584
475
526
444
484
436
0 100 200 300 400 500 600
AttemptedSocializations
SuccessfulSocializations
FY02
FY03
FY04
FY04 81% of the attempted socializations were successful
FY03 84% of the attempted socializations were successful
FY02 90% of the attempted socializations were successful
Number of Animals
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Customer Perspective (cont.)
Objective Measure FY04 Target FY05 Target FY06 Target Initiative Owner
C3: Increase Customer Satisfaction
C3a: ORS Customer Scorecard ratings for animal husbandry and clinical veterinary and technical services
Improvement in ratings on comparable discrete services surveyed in previous years
TBD TBD Conduct survey in FY04 Q3
Morgan and Foltz
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Customer Scorecard Methodology
• In FY04, modified ORS Customer Scorecard for animal husbandry and clinical veterinary and technical services
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C3a: Customer Scorecard Ratings for Animal Husbandry and Clinical Veterinary and Technical Services
• Survey was distributed via email to APDs and PIs.• Data Collection began May 28, 2004.• Reminder emails sent June 11, 2004 and July 1,
2004.• Data collection ended July 20, 2004.• 20% response rate (N = 18 out of 92)• 39% (N = 7) were APDs and 61% (N = 11) were
PIs
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C3a: Overall Satisfaction ratings with Animal Husbandry Services during the past 12 months
7.39
6.89
7.61
7.72
7.5
7.11
7.72
7.33
1 2 3 4 5 6 7 8 9 10
Handling of Problems
Competence
Convenience
Responsiveness
Availability
Reliability
Timeliness
Quality
Unsatisfactory Outstanding
N = 18
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C3a: Overall Satisfaction ratings with Clinical Veterinary and Technical Services during the past 12 months
7.64
7.36
7.71
7.5
7.71
7.86
7.86
8
1 2 3 4 5 6 7 8 9 10
Handling of Problems
Competence
Convenience
Responsiveness
Availability
Reliability
Timeliness
Quality
Unsatisfactory Outstanding
N = 14
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Customer Perspective Summary
• ACUC ratings included 46 commendations, 77 minor requests, and 15 major deficiencies
• Attempted socializations of non-human primates increased from 50% to 56% in FY04
• 81% of the attempted socializations were successful• Customer survey was completed in July, FY04. The
overall mean on customer satisfaction for animal husbandry is 7.4 and for clinical veterinary and technical is 7.7. These means are about 2 points above FY02 ratings for each of the services.
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Customer Perspective Planned Actions
• ACUC semi-annual reviews of program and facilities ongoing; Strive to minimize major deficiencies
• Increase percentages of attempted and successful socializations for non-human primates
• Customer survey is currently planned to be repeated FY06 to maximize response
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Internal Business Process Perspective
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Internal Business Process Perspective
Objective Measure FY04 Target FY05 Target FY06 Target Initiative Owner
IB1a: Investigator response time to notifications of health status
N/A TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morse, Love
IB1b: Percentage of holding agreements processed by beginning of fiscal year
100% 100% 100% Track and monitor annually. Take action as dictated by results.
Morgan
IB1c: Average number of days to receive quality assurance test results on feed
TBD TBD TBD Working Group will review results and gather benchmark information for presentation to Advisory Team for their consideration on how DVR should handle quality assurance of feed and bedding going forward.
Barnard
IB1: Improve timeliness of service
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IB1a: Investigator Response Time to Notifications of Health Status
0%
20%
40%
60%
80%
100%
April
May
June Ju
ly
August
Septe
mber
Pe
rce
nta
ge
% Response in 24 hours % Responded
Note: Data gathered from building 14C
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IB1b: Percentage of Holding Agreements Processed by Beginning of Fiscal Year (as of 30 Sept)
0%
20%
40%
60%
80%
100%
* FY03 FY04 FY05
Note: Zero percentage of holding agreements were processed by beginning of fiscal year in FY03
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Internal Business Process PerspectiveSummary
• Of Investigators who responded, 86% responded within 24 hours
• 56% of Investigators responded• Holding agreements processed by first day in
fiscal year continues to be 100%
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Internal Business Process PerspectivePlanned Actions
• Response time by PI’s will continue to be monitored to ensure appropriate veterinary care
• Continue 100% success at processing holding agreements by beginning of FY
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Learning and Growth Perspective
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Learning and Growth Perspective
Objective Measure FY04 Target FY05 Target FY06 Target Initiative Owner
LG1: Maintain and enhance competencies for the future DVR
LG1a: Percentage of staff with desired credentials
Comparison to FY03 results
TBD TBD Identify improvements and implement. Annual
Morgan and Foltz
LG2a: Percentage of technicians fully trained on all procedures by facility
Pilot Results TBD TBD Implement data collection in all facilities. Track and monitor semi-annually. Take action as dictated by results.
Morgan
LG2b: Percentage of facilities with one fully trained technician
Pilot Results TBD TBD Implement data collection in all facilities. Track and monitor semi-annually. Take action as dictated by results.
Morgan
LG2: Improve consistency of service performance across facilities
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LG1a: Percentage of Staff with Desired Credentials
70%
50%
55%
75% 75% 75%
0%
20%
40%
60%
80%
100%
FY02 FY03 FY04
Veterinarians (ACLAM Boarded) Facility Management Branch (LATG Certified)
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LG2a: Percentage of Technicians Fully Trained on all Procedures by Facility (Small Animals)
• 80% of technicians are fully trained on all procedures in sample facilities
• Technician’s in sample facilities are trained on 95% of proficiencies• Note: Facilities include 10A, 127/128, 28ICU, 28
D wing, 14 F/G
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LG2b: Percentage of Facilities with One Fully Trained Technician (Small Animals)
• 100% of facilities have one trained technician in all competencies listed.• Note: Facilities include 10A, 127/128, 28ICU, 28
D wing, 14 F/G
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Learning and Growth PerspectiveSummary
• Staff credentials• Recruiting and retaining veterinarians with ACLAM
board certification challenging• Facility managers maintained AALAS LATG
certification status
• Technical proficiency • Data was obtained on 56% of small animal
facilities where 80% of technicians are fully trained on all procedures and 100% of the facilities have one fully trained technician.
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Learning and Growth PerspectivePlanned Actions
• Credentials• Strive to obtain and retain board certified
veterinarians in all new hires• Encourage facility management personnel to
obtain LATG certification• Technical training proficiency
• Data collected on small animal facilities will be expanded to include all small animal facilities
• Tracking will begin in FY05 on large animal proficiencies
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Financial Perspective
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Financial Perspective
Objective Measure FY04 Target FY05 Target FY06 Target Initiative Owner
F1a: For animal husbandry services, cost per cage day (number of cage days /budget)
Baseline TBD TBD Track and monitor quarterly
Morgan, Foltz, and Green
F1b: For clinical veterinary and technical services, cost per animal census (number in animal census/budget)
Baseline TBD TBD Track and monitor quarterly
Morgan, Foltz, and Green
F1c: For special environmental factors, cost per unit (number of units/budget)
Baseline TBD TBD Track and monitor quarterly
Morgan, Foltz, and Green
F1: Minimize unit cost of each discrete service
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F1a: Animal Husbandry Unit Cost
$1.83 $1.82
$1.50
$1.60
$1.70
$1.80
$1.90
$2.00
FY03 FY04
Unit Cost
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F1b: Clinical Veterinary and Technical Services Unit Cost
$10.33
$11.25
$9.00
$9.50
$10.00
$10.50
$11.00
$11.50
$12.00
FY03 FY04
Unit Cost
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F1c: Special Environmental Factors Unit Cost
$10.75
$14.36
$0.00
$2.00
$4.00
$6.00
$8.00
$10.00
$12.00
$14.00
$16.00
FY03 FY04
Unit Cost
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Financial Perspective (cont)
Objective Measure FY04 Target FY05 Target FY06 Target Initiative Owner
F2a: Overall percentage increase in holding capacity
Comparison to FY03 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2b: Overall percentage increase in available housing utilized
Comparison to FY03 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2: Maximize utilization of assets
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F2a: Overall Percentage Increase in Available Housing Utilized
2.73%
8.07%
1%
3%
5%
7%
9%
11%
FY03 FY04
Percentage
Note: Includes all housing available for all animals. Individual building and animal percentages are presented in separate graphs in the Appendix.
5.34%
2.73%
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F2b: Overall Percentage Increase in Holding Capacity
7.91%
11.11%
1%
3%
5%
7%
9%
11%
FY03 FY04
Percentage
Note: Includes all housing available for all animals. Individual building and animal percentages are presented in separate graphs in the Appendix.
3.20%
7.91%
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Financial Perspective (cont)
Objective Measure FY04 Target FY05 Target FY06 Target Initiative Owner
F3: Maximize cost-effectiveness of purchases
F3a: Percentage dollar savings associated with selected purchase strategy changes and implemented process improvements
Calculated dollar savings in rack purchases, feed and bedding
TBD TBD Identify improvements in purchase strategies. Implement change. Track and monitor annually.
Morgan
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F3a: Percentage Dollar Savings in Caging and Equipment Purchases
• In FY02, identified bulk purchasing as potential improvement to streamline purchasing process
27%
23% 22%
0%
10%
20%
30%
40%
50%
FY02 FY03 FY04
Pe
rce
nta
ge
% Dollar Savings
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Financial PerspectiveSummary
• Unit Cost • Animal Husbandry Unit Cost is $1.82/animal cage
day • Veterinary and Technical Unit Cost is
$11.25/animal census• Special Environmental Factors combined are
$14.36/unit• Housing Utilized and Holding Capacity
continued to increase across DVR
• Bulk purchasing of caging resulted in 22% percent savings to DRV in FY04
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Financial PerspectivePlanned Actions
• Unit Costs will continue to be calculated in future FY’s for cost containment purposes
• Housing Utilized • Maintain or increase leasing agreements
• Housing Capacities continue to grow • Use of new caging schemes, i.e., ventilated rodent
racks• Assess need to renovate areas in light of
budgetary constraints
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Financial PerspectivePlanned Actions
• Savings in Caging Purchases • Continue to purchase bulk caging and equipment
to obtain best pricing
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Conclusions
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Conclusions from PMP
• Full AAALAC Accreditation was maintained• Continued monitoring ACUC semi annual reviews• Socializations were increased over FY02 and FY03• Investigator’s who respond, do so within 24 hours • Maintained Leasing Agreement Process consistent
with FY03 – 100% completed by first day of new FY• Identified an upward trend in Veterinary Certifications
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Conclusions from PMP
• Tracking of Technician Proficiencies • 56% of small animal facilities were evaluated• 80% of technicians are fully trained on all proficiencies in
sample facilities• Of the 5 facilities evaluated, each identified one fully trained
technician
• Housing Utilized and Capacity• Continued to be innovative in use of animal housing space
utilizing new technology and transforming space to meet demand for housing different species
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Conclusions from PMP
• Highlight initiatives for FY05• To successfully complete FY05 AAALAC program review and
site visit. • Strive to continue to increase socializations • Review response time data and process to ensure appropriate
veterinary care• Complete technician proficiencies for each veterinary
technician; implement large animal proficiency tracking; strive for increased percentage of fully trained technicians
• (Use Initiative Roadmap here) – should be the same.
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Appendix
Appendix
Pages 2 – 9 of Performance Management Plan
Customer Perspective
C1c: ACUC inspection ratings by facilityC1d: ACUC inspection ratings by discrete serviceC2a: For control special environmental factors, number of
consultations, presentations and trainingsC2b: For control special environmental factors, number of
publications and abstracts C3b: ORS Customer Scorecard Ratings for overall DVR services
C3c: Number of commendations, minor requests/complaints, and major defects by type
C3d: Number of commendations, minor requests/complaints, and major defects by facility
C3e: Number of commendations, minor requests/complaints, and major defects by discrete service
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Appendix (cont.)
Appendix
Internal Business Process PerspectiveIB1c: Average number of days to receive quality assurance test results on feed
IB1c1: Control chart analysis of feed quality test assurance results turnaround time by month
Learning and Growth Perspective
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Appendix (cont.)
Appendix
Financial PerspectiveF2c: Percentage increase in holding capacity and housing utilized for building 10A rodents
F2d: Percentage increase in holding capacity and housing utilized for building 14B rodents
F2e: Percentage increase in holding capacity and housing utilized for building 14C rodents
F2f: Percentage increase in housing utilized for building 14B non- human primates
F2g: Percentage increase in housing utilized for buildings 103 and 104 non-human primates
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Performance Management Plan (page 2)
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
C1a: AAALAC accreditation ratings
Maintain accreditation
Maintain accreditation
Maintain accreditation
Track and monitor Morgan and Foltz
C1b: ACUC inspection ratings by type
Receive zero major defects
Receive zero major defects
Receive zero major defects
Pilot ACUC rating categorization, revise as appropriate, and implement. Take action as dictated by results.
Morgan and Foltz
C1c: ACUC inspection ratings by facility
Monitor Monitor Monitor Pilot ACUC rating categorization, revise as appropriate, and implement. Take action as dictated by results.
Morgan and Foltz
Cu
sto
mer
C1: Maintain a high quality of animal care, veterinary services, and animal facilities consistent with AAALAC recommendations
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Performance Management Plan (page 3)
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
C2a: For control special environmental factors, number of consultations and presentations
Baseline TBD TBD Pilot, revise, and implement professional activities log. Track and monitor annually.
Hutchinson
C2b: For control special environmental factors, number of publications and abstracts
Baseline TBD TBD Pilot, revise, and implement professional activities log. Track and monitor annually.
Hutchinson
C2c: For control special environmental factors, percentage of non-exempt animal census requiring socialization
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Hutchinson
C2d: For control special environmental factors, percentage of attempted socializations that were successful
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Hutchinson
C2: Demonstrate Value of Unique Support Services to Customers and Stakeholders
Cu
sto
mer
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Performance Management Plan (page 4)
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
C3a: ORS Customer Scorecard ratings for animal husbandry and clinical veterinary and technical services
Approved APD survey
Improvement in ratings on comparable discrete services surveyed in FY02
TBD Conduct survey in FY04 Q2
Morgan and Foltz
C3b: ORS Customer Scorecard Ratings for overall DVR services
Approved Scientific Director survey
Baseline TBD Conduct survey in FY04 Q2
Morgan and Foltz
C3c: Number of commendations, minor requests/complaints, and major defects by type
Receive zero major defects
Receive zero major defects
Receive zero major defects
Pilot customer log, revise as appropriate, and implement. Take action as dictated by results.
Morgan and Foltz
C3d: Number of commendations, minor requests/complaints, and major defects by facility
Monitor Monitor Monitor Pilot customer log, revise as appropriate, and implement. Take action as dictated by results.
Morgan and Foltz
C3e: Number of commendations, minor requests/complaints, and major defects by discrete service
Monitor Monitor Monitor Pilot customer log, revise as appropriate, and implement. Take action as dictated by results.
Morgan and Foltz
C3: Increase Customer Satisfaction
Cu
sto
mer
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Performance Management Plan (page 5)
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
IB1a: Investigator response time to notifications of health status
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Tenace
IB1b: Percentage of holding agreements processed by beginning of fiscal year
Comparison to FY02 results
100% 100% Track and monitor yearly. Take action as dictated by results.
Smith
IB1c: Average number of days to receive quality assurance test results on feed
Significantly improve FY02 turnaround time
TBD TBD Working Group will review results and gather benchmark information for presentation to Advisory Team for their consideration on how DVR should handle quality assurance of feed and bedding going forward.
Barnard
IB1c1: Control chart analysis of feed quality test assurance results turnaround time by month
Monitor Monitor Monitor Track and monitor periodically
Barnard
IB2: Ensure consistent reliable services
IB2a: Percentage of new projects holding an orientation meeting.
Approved orientation meeting definition and guidelines
95% 100% Projects will begin implementing guidelines in FY04. Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
Inte
rnal
Bu
sin
ess
IB1: Improve timeliness of service
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Performance Management Plan (page 6)
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
LG1: Maintain and enhance competencies for the future DVR
LG1a: Percentage of staff with desired credentials
Comparison to FY02 results
TBD TBD Identify improvements and implement
Morgan and Foltz
LG2a: Percentage of technicians fully trained on all procedures by facility
Pilot Results TBD TBD Implement data collection in all facilities. Track and monitor quarterly. Take action as dictated by results.
O'Brien and Morse
LG2b: Percentage of facilities with one fully trained technician
Pilot Results TBD TBD Implement data collection in all facilities. Track and monitor quarterly. Take action as dictated by results.
O'Brien and Morse
Lea
rnin
g a
nd
Gro
wth LG2: Improve
consistency of service performance across facilities
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Performance Management Plan (page 7)
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
F1a: For animal husbandry services, cost per cage day (number of cage days /budget)
Comparison to FY02 results
TBD TBD Track and monitor quarterly
Morgan, Foltz, and Green
F1b: For clinical veterinary and technical services, cost per animal census (number in animal census/budget)
Comparison to FY02 results
TBD TBD Track and monitor quarterly
Morgan, Foltz, and Green
F1c: For special environmental factors, cost per unit (number of units/budget)
Comparison to FY02 results
TBD TBD Track and monitor quarterly
Morgan, Foltz, and Green
F1: Minimize unit cost of each discrete service
Fin
anci
al
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Performance Management Plan (page 8)
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
F2a: Overall percentage increase in holding capacity
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2b: Overall percentage of available housing utilized
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2c: Percentage increase in holding capacity and housing utilized for building 10A rodents
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2d: Percentage increase in holding capacity and housing utilized for building 14B rodents
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2e: Percentage increase in holding capacity and housing utilized for building 14C rodents
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2f: Percentage increase in housing utilized for building 14B non-human primates
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2g: Percentage increase in housing utilized for buildings 103 and 104 non-human primates
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2: Maximize utilization of assets
Fin
anci
al
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Performance Management Plan (page 9)
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
Fin
anci
al
F3: Maximize cost-effectiveness of purchases
F3a: Percentage dollar savings associated with selected purchase strategy changes and implemented process improvements
Calculated dollar savings in caging purchases
Calculated dollar savings associated with selected purchase strategy changes and implemented process improvements
Calculated dollar savings associated with selected purchase strategy changes and implemented process improvements
Identify improvements in purchase strategies. Implement change. Track and monitor quarterly.
Morgan
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Customer Perspective
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
C1: Maintain a high quality of animal care, veterinary services, and animal facilities consistent with AAALAC recommendations
C1c: ACUC inspection ratings by facility
Monitor Monitor Monitor Pilot ACUC rating categorization, revise as appropriate, and implement. Take action as dictated by results.
Morgan and Foltz
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C1c: ACUC Inspection Ratings by Facility
• Pilot tested log in FY04
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Customer Perspective (cont.)
Objective Measure FY04 Target FY05 Target FY06 Target Initiative Owner
C2: Demonstrate Value of Unique Support Services to Customers and Stakeholders
C2a: For control special environmental factors, number of consultations, presentations, and trainings
Baseline TBD TBD Pilot, revise, and implement professional activities log. Track and monitor annually.
Weed
C2b: For control special environmental factors, number of publications and abstracts/posters
Baseline TBD TBD Pilot, revise, and implement professional activities log. Track and monitor annually.
Weed
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C2a: Number of Consultations, Presentations and Trainings
11
47
10
2
7
18
0
10
20
30
40
50
FY03 FY04
Number of Consultations Number of Presentations Number of Trainings Provided
Note: Includes Control Special Environmental Factors data
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C2b: Number of Publications and Abstracts/Posters
2
1
4
3
0
1
2
3
4
5
6
FY03 FY04
Number of Publications Number of Abstracts/Posters
Note: Includes Control Special Environmental Factors data
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Customer Perspective (cont.)
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
C3c: Number of commendations, minor requests/complaints, and major defects by type
Receive zero major defects
Receive zero major defects
Receive zero major defects
Pilot customer log, revise as appropriate, and implement. Take action as dictated by results.
Morgan and Foltz
C3d: Number of commendations, minor requests/complaints, and major defects by facility
Monitor Monitor Monitor Pilot customer log, revise as appropriate, and implement. Take action as dictated by results.
Morgan and Foltz
C3e: Number of commendations, minor requests/complaints, and major defects by discrete service
Monitor Monitor Monitor Pilot customer log, revise as appropriate, and implement. Take action as dictated by results.
Morgan and Foltz
C3: Increase Customer Satisfaction
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C3b: Customer Scorecard Ratings for Overall DVR Services
• NIH level animal services study to be completed FY05
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C3c: Customer Feedback Categorization by Type
• Developed customer log of commendations and complaints
• Pilot results for FY04• Commendations 98• Complaints 33
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C3d: Customer Feedback Categorization by Facility
• Developed customer log of commendations and complaints by facility
Facility Type of Request NumberCommendations 2Minor Requests/Complaints 6Commendations 13Minor Requests/Complaints 3Commendations 27Minor Requests/Complaints 2Commendations 9Minor Requests/Complaints 10Commendations 9Minor Requests/Complaints 2Commendations 13Minor Requests/Complaints 6Commendations 8Minor Requests/Complaints 0Commendations 4Minor Requests/Complaints 0Commendations 7Minor Requests/Complaints 4Commendations 1Minor Requests/Complaints 0Commendations 6Minor Requests/Complaints 0
Building 128
Building 102
Building 103
Comments not building specific
Building 14E
Building 14D
Building 10B2
Building 10A
Building 14BN
Building 14C
Building 14F/G
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C3e: Customer Feedback Categorization by Discrete Service
• Developed customer log of commendations and complaints
• Will pilot test and revise in FY05
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Internal Business Process Perspective
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Internal Business Process Perspective
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
IB1: Improve timeliness of service
IB1c1: Control chart analysis of feed quality test assurance results turnaround time by month
Monitor Monitor Monitor Track and monitor periodically
Barnard
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IB1c: Average Number of Days to Receive Quality Assurance Test Results on Feed
0
5
10
15
20
25
30
1 8 15 22 29 36 43 50 57 64 71 78 85 92 99 106
FY04 Sample
# D
ay
s t
o R
ec
eiv
e Q
ua
lity
As
su
ran
ce
Re
su
lts
Note: Control chart 1B1c1 shown in Appendix beginning with FY03 data
Average = 17 days
Range = 6 – 27 days
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IB1C1: Average Turnaround Time for Feed Quality Assurance Results
Individual Values: QA Turnaround Time
0
5
10
15
20
25
30
35
40
1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181
Ind
ivid
ual
Val
ues
(X
)
UCL = 24.6
LCL = 7.6
FY03 FY04
Signal
Mean = 16.1
Moving Range: QA Turnaround Time
0
2
4
6
8
10
12
14
16
18
20
22
24
26
1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181
Mo
vin
g R
an
ge
(m
R)
UCL = 10.4
mR = 3.2
FY03 FY04
Signal
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Financial Perspective
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
F2c: Percentage increase in holding capacity and housing utilized for building 10A rodents
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2d: Percentage increase in holding capacity and housing utilized for building 14B rodents
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2e: Percentage increase in holding capacity and housing utilized for building 14C rodents
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2f: Percentage increase in housing utilized for building 14B non-human primates
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2g: Percentage increase in housing utilized for buildings 103 and 104 non-human primates
Comparison to FY02 results
TBD TBD Track and monitor quarterly. Take action as dictated by results.
Morgan and Foltz
F2: Maximize utilization of assets
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F2c: Percentage Increase in Holding Capacity and Housing Utilized for Building 10A Rodents
31%
51%
73% 73%
34%
59%
83% 83% 85%
61%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
FY00 FY01 FY02 FY03 FY04
Holding Capacity Housing Utilization
Note: Percentage increase shown is against FY99 baseline
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F2d: Percentage Increase in Holding Capacity and Housing Utilized for Building 14B Rodents
156%
325%
141%
225%
294%
353%
0%
50%
100%
150%
200%
250%
300%
350%
400%
FY02 FY03 FY04
Holding Capacity Housing Utilization
Note: Percentage increase shown is against FY01 baseline
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F2e: Percentage Increase in Holding Capacity and Housing Utilized for Building 14C Rodents
-29% -27%
-56%
1%
8%12%
15%
-60%-70%
-60%
-50%
-40%
-30%
-20%
-10%
0%
10%
20%
Holding Capacity Housing Utilized
Note: Percentage increase/decrease shown is against FY00 baseline
FY02 FY03 FY04FY01
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F2f: Percentage Increase in Housing Utilized for Building 14B Non-Human Primates
43%
49%
55%
25%
30%
35%
40%
45%
50%
55%
60%
FY02 FY03 FY04
Housing Utilized
Note: Percentage increase shown is against FY01 baseline
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F2g: Percentage Increase in Housing Utilized for Buildings 103 and 104 Non-Human Primates
Note: Percentage increase/decrease shown is against FY00 baseline
-7%
10%
-5%-4%
-8%
-6%
-4%
-2%
0%
2%
4%
6%
8%
10%
12%
Housing Utilized
FY01 FY02 FY03 FY04