Continuously Learning and Improving

2010

1

Camp Nelson National Cemetery

Agenda

2

Camp Nelson National Cemetery (NC)

Mission

Performance

Sustaining High Performance Levels

Workforce Engagement

 

Camp Nelson NC

3

Located in Nicholasville, Kentucky

Opened in 1866

Over 30 developed acres

In 2009 the cemetery performed 370 interments making it the 52nd busiest cemetery in the NCA system

Camp Nelson NC - Mission

4

Camp Nelson NC will provide a mutually supportive, peaceful and reverent environment, in which, every person who enters these hollowed grounds, has the opportunity to reflect on the task that is and will be accomplished and the many lives that have been memorialized in stone. Camp nelson NC will provide timely, honorable and dignified services to veterans and their families at all times.

Camp Nelson NC - Performance

5

Percent of Graves in National Cemeteries Marked within 60 Days of interment

Headstone / Marker / Niche Cover Proper Height and Alignment

Clean Headstone / Marker / Niche Cover

Headstone / Marker / Niche Cover Proper Grade

Camp Nelson NC - Performance

6

Percent of Respondents who Agreed or Strongly Agreed that the Maintenance of the Cemetery grounds is Excellent

Percent of Respondents who Rate the Cemetery Appearance as Excellent

Percent of Respondents who Agreed or Strongly Agreed that the Appearance of their Loved Ones Gravesite/Columbaria is Excellent

Percent of Graves in National Cemeteries Marked within 60 Days of interment

INTEGRATION: Key Measure #1, Figure 2.1-3, Strategic Objectives, Measures, and Timetables

COMPARISON

Headstone / Marker / Niche Cover Proper Height and Alignment

INTEGRATION: Key Measure #3, Figure 2.1-3, Strategic Objectives, Measures, and Timetables

COMPARISON

Clean Headstone / Marker / Niche Cover

INTEGRATION: Key Measure #4, Figure 2.1-3, Strategic Objectives, Measures, and Timetables

COMPARISON

Headstone / Marker / Niche Cover Proper Grade

INTEGRATION: Linked to Maintain Cemetery as a National Shrine

COMPARISON

Percent of Respondents who Agreed or Strongly Agreed that the Maintenance of the Cemetery grounds is Excellent

Key metric linked to overall satisfaction and national shrine standards

COMPARISON

Percent of Respondents who Rate the Cemetery Appearance as Excellent INTEGRATION: Key Measure #6, Figure 2.1-3, Strategic Objectives, Measures, and Timetables

COMPARISON

Percent of Respondents who Agreed or Strongly Agreed that the Appearance of their Loved Ones Gravesite/Columbaria is Excellent

Linked to shrine standards and satisfaction with cemetery

COMPARISON

Sustaining High Performance Levels

Multiple improvement efforts are needed to achieve high performance

Standards and procedures maintain the gains

Continued improvement is needed to sustain performance as business needs and customer expectations change

Improving the Grave Cover

Initial Grave Cover Better Grave Cover

Improving the Grave Cover

Even Better Grave Cover New Grave Cover

Improving the Headstone Marker

Initial Headstone Marker Better Headstone Marker

Improving the Headstone Marker

New Type of Headstone Marker

Improving the Tamper Tool

Initial Tamper and Level Better Tamper

Improving the Tamper Tool

Tamper with Measure and Level

Improving the Lowering Device

Initial Lowering Device Better Lowering Device

Improving the Mower

Initial Mower Mower with Bumper

Improving the Wash Area

Initial Wash Area New Wash Area

Improving the Unknown Headstone Puller

Initial Puller Strap New Puller

Improving the Unknown Headstone Puller

Better Puller

How do you get so many ideas from so few people?

26

A great deal can be achieved when everyone works together. An organizational structure that promotes and

supports innovation and learning Staff meetings every morning Open door policy Ongoing communications Funds to award those who come up with ideas Funds to work and develop ideas Time to work and develop ideas

Camp Nelson NC

27

 On behalf of the entire Camp Nelson National Cemetery team I would like to thank you for allowing us the opportunity to share our story.