1
Performance Management Presentation
Provide Basic Animal Life Support
Team Members:
Eileen Morgan, Dr. Charmaine Foltz, Eric Hutchinson, Dennis Barnard, Andy Smith, Alphie Cisar, Brent Morse, Wayne O'Brien, Matt Tenace
ORS National Institutes of Health
8 January, 2004
2
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 servicesC3b: ORS Customer Scorecard Ratings for overall DVR services
Internal Business Process PerspectiveIB1a: Investigator response time to notifications of health statusIB1b: Percentage of holding agreements processed by beginning of fiscal yearIB1c: Average number of days to receive quality assurance test results
on feed
3
Table of Contents (cont.)
Main Presentation
Learning and Growth PerspectiveLG1a: Percentage of staff with desired credentials LG2b: 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
4
Performance Management Plan
Eileen Morgan and Dr. Charmaine Foltz
Eric Hutchinson, Dennis Barnard, Andy Smith, Alphie Cisar, Brent Morse, Wayne O'Brien, Matt Tenace
Date: 1/7/04
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
5
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
6
Customer Perspective
7
Customer Perspective
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
C1: Maintain a high quality of animal care, veterinary services, and animal facilities consistent with AAALAC recommendations
8
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
9
12
30
30
0 5 10 15 20 25 30 35
Major Defects
MinorRequests/Complaints
Commendations
FY03
C1b: ACUC Inspection Results by Type (FY04 Q1)
Note: Minor requests are not necessarily deficiencies, but rather suggestions.
10
Customer Perspective (cont.)
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
C2c: For control special environmental factors, percentage of total 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
11
C2c: Percentage of Non-Exempt Animal Census Requiring Socialization (as of 30 Sept)
1,058
484
1,047
526
0 200 400 600 800 1,000 1,200 1,400 1,600
Non-Exempt AnimalCensus
AttemptedSocializations
FY03
FY02
FY03 50% of the non-exempt animal census required socialization
FY02 46% of the non-exempt animal census required socialization
Number of Animals
12
C2d: Percentage of Attempted Socializations That Were Successful (as of 30 Sept)
484
436
526
444
0 100 200 300 400 500 600
AttemptedSocializations
SuccessfulSocializations
FY03
FY02
FY03 84% of the attempted socializations were successful
FY02 90% of the attempted socializations were successful
Number of Animals
13
Customer Perspective (cont.)
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
C3: Increase Customer Satisfaction
14
Customer Scorecard Methodology
• In FY03, modified ORS Customer Scorecard for animal husbandry and clinical veterinary and technical services• E-mail to customers (Animal Program Directors) in
FY04
• In FY03, modified ORS Customer Scorecard for overall DVR services• Conduct structured interviews in FY04
15
C3a: Customer Scorecard Ratings for Animal Husbandry and Clinical Veterinary and Technical Services
• Conduct survey during Quarter 3 of FY04• Compare results to those obtained in FY02• Determine actions as appropriate
16
C3b: Customer Scorecard Ratings for Overall DVR Services
• Conduct structured interview and survey during Quarter 3 of FY04
• Review baseline results • Determine actions as appropriate
17
Customer Perspective Summary
• AAALAC Accreditation successful for DVR and included commendations
• ACUC ratings included 30 commendations, 30 minor requests, and 12 major deficiencies
• Attempted socializations of non-human primates increased from 46% to 50% in FY03
• 84% of the attempted socializations were successful
• Customer interviews and surveys to be completed in FY04
18
Customer Perspective Planned Actions
• ACUC semi-annual reviews of program and facilities ongoing; Strive to minimize major deficiencies
• Maintain percentages of attempted and successful socializations for non-human primates
• Customer surveys to be sent to Animal Program Directors and structured interviews conducted with Scientific Directors in third quarter FY04
19
Internal Business Process Perspective
20
Internal Business Process Perspective
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
IB1: Improve timeliness of service
21
IB1a: Investigator Response Time to Notifications of Health Status (as of 30 Sep)
0
0.5
1
1.5
2
2.5
3
May
FY02
Jun F
Y02
Jul F
Y02
Aug FY
02
Sep F
Y02
Oct
FY03
Nov FY03
Dec F
Y03
Jan F
Y03
Feb F
Y03
Mar
FY03
Apr FY03
May
FY03
Jun F
Y03
Jul F
Y03
Aug FY
03
Sep F
Y03
Nu
mb
er
of
Da
ys
Scan/Email Fax
Note: Data gathered from building 10A
22
IB1b: Percentage of Holding Agreements Processed by Beginning of Fiscal Year (as of 30 Sept)
0%
20%
40%
60%
80%
100%
* FY03 FY04
Note: Zero percentage of holding agreements were processed by beginning of fiscal year in FY03
23
IB1c: Average Number of Days to Receive Quality Assurance Test Results on Feed (as of 30 Sept)
0
5
10
15
20
25
30
35
1/10
/200
3
1/17
/200
3
1/24
/200
3
1/31
/200
3
2/7/
2003
2/14
/200
3
2/21
/200
3
2/28
/200
3
3/7/
2003
3/14
/200
3
3/21
/200
3
3/28
/200
3
4/4/
2003
4/11
/200
3
4/18
/200
3
4/25
/200
3
5/2/
2003
5/9/
2003
5/16
/200
3
5/23
/200
3
5/30
/200
3
6/6/
2003
6/13
/200
3
6/20
/200
3
6/27
/200
3
7/4/
2003
7/11
/200
3
7/18
/200
3
7/25
/200
3
# Days to Receive Quality Assurance Results
Note: Control chart 1B1c1 shown in Appendix
FY03 Average = 15 days
Range = 7 - 32 days
FY02 Average = 45 days
Range = days
24
Internal Business Process PerspectiveSummary
• Investigator response time improvement continues at expected levels
• Holding agreements processing resulted in 100% improvement in FY03
• Analysis of feed average turn-around time significantly improved from 45 days in FY02 to 15 days in FY03. However, a wide range still exists (7 – 32 days)
25
Internal Business Process PerspectivePlanned Actions
• Discontinue tracking of response time; electronic alternative to customers still requesting fax
• Holding agreement time frame process will continue to be measured to ensure maintenance of 100% success
• The nutrition program is undergoing review and we will be assessing status
26
Learning and Growth Perspective
27
Learning and Growth Perspective
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
28
LG1a: Percentage of Staff with Desired Credentials (as of FY04 Q1)
70%
50% 50%
75% 75% 75%
0%
20%
40%
60%
80%
100%
FY02 FY03 FY04
Veterinarians (ACLAM Boarded) Facility Management Branch (LATG Certified)
29
Learning and Growth Perspective (cont.)
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
LG2: Improve consistency of services across facilities
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
30
LG2b: Percentage of Facilities with One Fully Trained Technician (as of FY04Q1)
• Based on pilot test of 3 facilities
• 100% of the pilot facilities had one fully trained technician
• Will gather data on all facilities in FY04 and track semi-annually
31
Learning and Growth PerspectiveSummary
• Staff accreditations• Locating and retaining veterinarians with ACLAM
board certification challenging• Facility managers maintained AALAS LATG
Accreditation Status
• Pilot of Fully Trained Technicians successful
32
Learning and Growth PerspectivePlanned Actions
• Accreditations• Strive to obtain and retain board certified
veterinarians in all new hires• Encourage facility management personnel to
obtain LATG certification
33
Financial Perspective
34
Financial Perspective
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
35
F1a: Animal Husbandry Unit Cost (as of 30 Sep)
$1.83
$0.00
$0.20
$0.40
$0.60
$0.80
$1.00
$1.20
$1.40
$1.60
$1.80
$2.00
FY03
Unit Cost
Note: Baseline Unit Cost
36
F1b: Clinical Veterinary and Technical Services Unit Cost (as of 30 Sep)
$10.33
$0.00
$2.00
$4.00
$6.00
$8.00
$10.00
$12.00
FY03
Unit Cost
Note: Baseline Unit Cost
37
F1c: Special Environmental Factors Unit Cost (as of 30 Sep)
$90
$0
$10
$20
$30
$40
$50
$60
$70
$80
$90
$100
FY03
Unit Cost
Note: Baseline Unit Cost
38
Financial Perspective (cont)
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
F2: Maximize utilization of assets
39
F2a: Overall Percentage Increase in Available Housing Utilized (as of 30 Sep)
57%
73%
0%
10%
20%
30%
40%
50%
60%
70%
80%
FY02 FY03
Percentage
Note: Includes all housing available for all animals. Individual building and animal percentages are presented in separate graphs in the Appendix.
40
F2b: Overall Percentage Increase in Holding Capacity (as of 30 Sep)
Note: Includes entire holding capacity available for all animals. Individual building and animal percentages are presented in separate graphs in the Appendix.
63%
113%
0%
20%
40%
60%
80%
100%
120%
FY02 FY03
Percentage
41
Financial Perspective (cont)
Objective Measure FY03 Target FY04 Target FY05 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 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
42
F3a: Percentage Dollar Savings in Caging Purchases (as of 30 Sep)
• In FY02, identified bulk purchasing as potential improvement to streamline purchasing process
27%
23%
0%
10%
20%
30%
40%
50%
FY02 FY03
Dollar Savings
43
Financial PerspectiveSummary
• Unit Cost • Animal Husbandry Unit Cost is $1.83/animal cage
days • Veterinary and Technical Unit Cost is
$10.33/animal census• Special Environmental Factors combined are
$90/unit • Housing Utilized and Holding Capacity
continue to increase across DVR
• Bulk purchasing of caging resulted in 23% percent savings to DRV in FY03
44
Financial PerspectivePlanned Actions
• Unit Costs will continue to be calculated in future FY’s for cost containment purposes
• Housing Utilized • Increases in leasing agreements continues
• Housing Capacities continue to grow • Use of new caging schemes, i.e., ventilated rodent
racks• Renovation of areas to become animal holding,
i.e., Building 14G, 106; Building 102, A wing.
45
Financial PerspectivePlanned Actions
• Savings in Caging Purchases • Continue to purchase bulk caging to obtain best
pricing• Purchase rodent enrichment in bulk to reduce unit
pricing
46
Conclusions
47
Conclusions from PMP
• Full AAALAC Accreditation was maintained• Socializations maintained at satisfactory level• Established a baseline for monitoring ACUC • Established a baseline for monitoring commendations
and complaints• Investigator Response Time improvement consistent
over time• Addressed Leasing Agreement Process with a 100%
improvement• Nutrition Program is currently being evaluated in its
entirety• Identified a downward trend in Veterinary Certifications
48
Conclusions from PMP
• Technician Proficiencies completed as a Pilot • In 3 facilities, identified a minimum of one fully trained
technician
• Housing Utilized and Capacity• Continue to be innovative in use of animal housing space
utilizing new technology and transforming space to meet demand for housing different species, i.e., 102 housing rodents and primates
49
Conclusions from PMP
• Highlight initiatives for FY04• Strengthen animal care and use program for upcoming
AAALAC review to include revision of SOP’s• Strive to increase socializations by 5-10% • Complete nutrition program review• Complete customer surveys for scientific directors• Complete technician proficiencies for each veterinary
technician; strive for increased percentage of fully trained technicians
50
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 abstractsC3c: Number of commendations, minor
requests/complaints, and major defects by typeC3d: Number of commendations, minor
requests/complaints, and major defects by facilityC3e: Number of commendations, minor
requests/complaints, and major defects by discrete service
51
Appendix (cont.)
Appendix
Internal Business Process PerspectiveIB1c1: Control chart analysis of feed quality test assurance results turnaround time by month
Learning and Growth Perspective
LG2a: Percentage of technicians fully trained on all procedures by facility
52
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
53
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
54
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
55
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
56
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
57
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
58
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
59
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
60
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
61
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
62
C1c: ACUC Inspection Ratings by Facility (as of 30 Sep)
• Developed log in FY03 • Will pilot test, revise, and implement in FY04
63
Customer Perspective (cont.)
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
C2: Demonstrate Value of Unique Support Services to Customers and Stakeholders
64
C2a: Number of Consultations, Presentations and Trainings (as of 30 Sep)
1110
7
1
3
5
7
9
11
13
15
FY03
Number of Consultations Number of Presentations Number of Trainings Provided
Note: Includes Control Special Environmental Factors data
65
C2b: Number of Publications and Abstracts/Posters (as of 30 Sep)
2
4
1
2
3
4
5
6
FY03
Number of Publications Number of Abstracts/Posters
Note: Includes Control Special Environmental Factors data
66
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
67
C3c: Customer Feedback Categorization by Type (as of FY04Q1)
• Developed customer log of commendations and complaints
• Will pilot test and revise in FY04
Type NumberAddressed/ Resolved
CommendationsMinor Requests/ComplaintsMajor Defects
68
C3d: Customer Feedback Categorization by Facility (as of FY04Q1)
• Developed customer log of commendations and complaints
• Will pilot test and revise in FY04
Facility Type of Request NumberAddressed/ Resolved
CommendationsMinor Requests/ComplaintsMajor DefectsCommendationsMinor Requests/ComplaintsMajor DefectsCommendationsMinor Requests/ComplaintsMajor DefectsCommendationsMinor Requests/ComplaintsMajor Defects
Building 10A
Building 14B
Building 14C
Building,….
69
C3e: Customer Feedback Categorization by Discrete Service (as of FY04Q1)
• Developed customer log of commendations and complaints
• Will pilot test and revise in FY04
Discrete Service Type of Request NumberAddressed/ Resolved
CommendationsMinor Requests/ComplaintsMajor DefectsCommendationsMinor Requests/ComplaintsMajor DefectsCommendationsMinor Requests/ComplaintsMajor DefectsCommendationsMinor Requests/ComplaintsMajor Defects
Provide animal husbandry services
Perform clinical veterinary and technical servicesControl special environmental factors for animalsService Group Level
70
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
71
IB1C1: Average Turnaround Time for Feed Quality Assurance Results (as of 30 Sep)
72
Learning and Growth Perspective
Objective Measure FY03 Target FY04 Target FY05 Target Initiative Owner
LG2: Improve consistency of service performance across facilities
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
73
LG2a: Percentage of Technicians Fully Trained on all Procedures by Facility (as of 30 Sep)
• Data not available in FY03• Will begin collecting this data in FY04
74
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
75
F2c: Percentage Increase in Holding Capacity and Housing Utilized for Building 10A Rodents (as of 30 Sep)
31%
51%
73%
34%
59%
83% 83%
61%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
FY00 FY01 FY02 FY03
Holding Capacity Housing Utilization
Note: Percentage increase shown is against FY99 baseline
76
F2d: Percentage Increase in Holding Capacity and Housing Utilized for Building 14B Rodents (as of 30 Sep)
156%
325%
141%
225%
0%
50%
100%
150%
200%
250%
300%
350%
FY02 FY03
Holding Capacity Housing Utilization
Note: Percentage increase shown is against FY01 baseline
77
F2e: Percentage Increase in Holding Capacity and Housing Utilized for Building 14C Rodents (as of 30 Sep)
-29% -27%
1%
8%12%
-60%-70%
-60%
-50%
-40%
-30%
-20%
-10%
0%
10%
20%
Holding Capacity Housing Utilized
Note: Percentage increase/decrease shown is against FY01 baseline
FY02 FY03
78
F2f: Percentage Increase in Housing Utilized for Building 14B Non-Human Primates (as of 30 Sep)
43%
49%
25%
30%
35%
40%
45%
50%
55%
FY02 FY03
Housing Utilized
Note: Percentage increase shown is against FY01 baseline
79
F2g: Percentage Increase in Housing Utilized for Buildings 103 and 104 Non-Human Primates (as of 30 Sep)
Note: Percentage increase/decrease shown is against FY00 baseline
-7%
10%
-4%
-8%
-6%
-4%
-2%
0%
2%
4%
6%
8%
10%
12%
Housing Utilized
FY01 FY02 FY03