®. Customer Service Opportunity Model Customer Service Variance Customer Service Adjusted Workload.

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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