®. customer service opportunity model customer service variance customer service adjusted...
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Customer Service Opportunity Model
Customer Service Variance
Customer Service Adjusted Workload
Function Four Variance Programs
CSV
CSSOM
CSAW
Management Tools
Supervisory Tool
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
CSSOM Identifies a 52 Week by Week Trend Using Established AWPS (Automated Workforce Projection System) Productivity Assumptions
Also Includes the FollowingFY07 Base DataAWPS Other TimeActual DPS Percentage (Box Section)
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
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
Report will reflect performance based on the scope of time selected
AWPS Data Elements – Automated import into CSV
End of Run, eFlash, WOS, AMS, WebVars, WebCoins
Updated back to start of FY every week
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
Floating Icon
AWPS breakdown of all LDC 48 workload by type
Select Customer Service Adjusted Workload (CSAW)
CSAW houses trend average daily volumefor 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
CSAW houses AWPS productivity factorsfor each data element
Based on trend volume, average earned daily workhours are projected for each
data element
CSAW then calculates the earned value of the workloadby LDC and by day for the coming week
The projected workload value for the week creates the projectednumber of hours to schedule to each day
0.00 0.000.000.000.000.00 0.00 0.00
Click on day of weekEnter Dist and Box Volume
Post Daily Volume
46.49
70.79
92.94
19.95
00.00
11.53
231
WOS transactions and SSA volume daily feed
Earned workhour value by LDCadjusts according to volume
TACS workhours by LDC for previous dayImport every morning by 6AM local time
Running total for the week,Actual plus projected values
Select Customer Service Adjusted Workload Performance Review for previous week
Daily distribution and Box volume From manual entry
Daily Retail transactions and SSA volume – Automatic feed from WOS
Target 6AM local time
Vending LDC 46 and Admin LDC 48Daily value as allocated by end user
Earned Hours by LDC by dayTotal for the week
TACS actual Hours by LDC by dayTotal for the week
Target import by 6AM local time
Daily variance by LDC by dayTotal for the week
Daily hours per posted scheduleTotal for the week
Weekly variance by LDC Total for the week
Sick Leave, Over time, Penalty OT Total for the week
Total CSV F4 Variance for the week,Broken down to the day
CSSOM / CSV / CSAW
Dynamic F-4 Performance Models
Standardized MethodologyStandardized Data SourceNational to Unit Level Line of SiteForecasting - Plan Ahead, Track BehindRelevant, Actionable Data