1 FY02 ASA Presentation Provide Animal Product Delivery Presented by: Scott Green Animal Resource Contracts Administrator ORS/DIRS/VRP Office of Research

1

FY02 ASA Presentation

Provide Animal Product Delivery

Presented by:

Scott GreenAnimal Resource Contracts AdministratorORS/DIRS/VRP

Office of Research ServicesNational Institutes of Health

18 November 2002

2

Table of Contents

Main PresentationASA Template ……………………………….……………………………….3Customer Perspective……………………….……………………………….4

Customer Segmentation …………………….……………………………………5Customer Satisfaction……………………….…………………………………….9Unique Customer Measures………………….………………………………….17

Internal Business Process Perspective……………………………………21Service Group Block Diagram…………………………………………………...22Conclusions from Discrete Services Deployment Flowcharts………………..24Process Measures………………………………………………………………. .27

Learning and Growth Perspective………………………………………… 31Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data……. 32Analysis of Readiness Conclusions………………………………………….…33

Financial Perspective……………………………………………………….34Unit Cost…………………………………………………………………………..35Asset Utilization…………………………………………………………………..39

Conclusions and Recommendations………………………………………43Conclusions from FY02 ASA..……………………………………………….….44Recommendations…………………………………………………………….….46

Appendices…………………………………………………………………...48

3

Team Members

Denise Duff and Jody Sallah

Product Leadership Harvest

Scott Green

Operational Excellence Growth

Service Strategy

ASA Template - 2002

Customer Value Proposition

Team Leader

Provide Animal Product Delivery

Discrete Services

Service Group

Customer Intimacy Sustain

(1) Operate an animal delivery service to ensure the safe transport and well-being of labortary animals between NIH facilities and other destinations in the local area. (2) Provide centralized procurement of small laboratory animals from commercial animal breeders to achieve economies of scale and in compliance with NIH animal health requirements.

DS1: Operate Animal Transportation Service

DS2: Procure Research Animals

X

X

4

Customer Perspective

5

• Animal Transportation• Provides services for all ICs that use animals in

their intramural research programs• Primary users are NIAID, NHLBI, and NCI (65%-

75% of requests)• IC usage trends have been fairly consistent over

the past 3 years

Customer Segmentation

6


Operate Animal Transportation ServiceTransportation Runs by IC

0100200300

400500600700800900

100011001200

Institutes

Num

ber o

f Tra

nspo

rtatio

n R

uns

2000

2001

2002

7

• Animal Procurement• Provide services for all ICs that use animals in

their intramural research programs• Primary users are NIAID, NINDS, and NICHD

(approximately 44% of orders placed)


8


Customer Segmentation: Procure Research Animals FY02 IC Orders

881 873 858 811 778670 642 591

486 421 387219 171 129

12

23442410

1177

0

500

1000

1500

2000

2500

3000

NIAID

NINDS

NICHD

NIDDK

NIMH

NIDCR

NHLBI

NIANID

A

NHGRINEI

NCI

NIAAA

NIDCD

CC

NIAM

SO

RS

NCCAM

Institutes

Nu

mb

er o

f O

rder

s P

lace

d

9

• Animal Transportation• Response rate – 50%• Radar Chart

• Product satisfaction ratings = 7.68 (7.5 – 8.0)• Highest – Cost Lowest - Quality

• Customer satisfaction ratings = 7.17 (6.33 – 7.5)• Highest – Responsiveness Lowest – Handling Problems

• Ratings are approximately 7-16% lower than ORS

Customer Satisfaction

10

Radar ChartOperate Animal Transportation ServiceFY02 Product/Service Satisfaction Ratings

Note: The rating scale ranges from 1 - 10 where “1” represents Unsatisfactory and “10” represents Outstanding. Refer to the Data Analysis and Graphing training for advice on interpreting these results.

ORS Index = 8.27

8.40

8.28

8.48

7.42

1.00

4.00

7.00

10.00Cost

Quality

Timeliness

Reliability

Data based on 436 respondents

Service Group Index = 7.68

7.50

7.83

7.67

8.00

1.00

4.00

7.00

10.00Cost

Quality

Timeliness

Reliability


11

Radar ChartOperate Animal Transportation ServiceFY02 Customer Service Satisfaction Ratings


ORS Index = 8.55

8.60

8.58 8.54

8.518.51

1.00

4.00

7.00

10.00Availability

Responsiveness

ConvenienceCompetence

Handling ofProblems



6.337.50

7.507.33

7.17

1.00

4.00

7.00

10.00Availability

Responsiveness


Handling ofProblems


12

• Animal Transportation• Customer comments – positive

• Driver stationed at Animal Center• Flexible schedule

• Customer comments – areas for improvement• Dispatching activity needs to be improved • Need more customer service orientation• Scheduling and communication can be improved• Flexibility in scheduling – NIHAC to Bethesda• Concerns about sanitation of vehicles


13

• Animal Procurement• Response rate – 61% • 9 ICs submitted results• Radar Chart

• Product satisfaction ratings = 6.84 (6.17 – 7.18)• Highest – Reliability Lowest – Cost

• Customer satisfaction ratings = 7.31 (7.0 – 7.33)• Highest – Handling of Problems Lowest – Convenience

• Ratings are approximately 15% lower than ORS


14

Radar ChartProcure Research AnimalsFY02 Product/Service Satisfaction Ratings


ORS Index = 8.27

8.40

8.28

8.48

7.42

1.00

4.00

7.00

10.00Cost

Quality

Timeliness

Reliability



6.80

6.91

7.18

6.17

1.00

4.00

7.00

10.00Cost

Quality

Timeliness

Reliability


15

Radar ChartProcure Research AnimalsFY02 Customer Service Satisfaction Ratings


ORS Index = 8.55

8.60

8.58 8.54

8.518.51

1.00

4.00

7.00

10.00Availability

Responsiveness


Handling ofProblems



7.73 7.09

7.007.45

7.27

1.00

4.00

7.00

10.00Availability

Responsiveness


Handling ofProblems


16

• Animal Procurement• Customer comments – positive

• Reliable staff• Rapid response time• Effective problem solving• Pleasant helpful staff• CAPS has increased effectiveness of communication

• Customer comments – areas for improvement• Need additional personnel (numerous respondents)• Some staff are not as effective at problem solving as others• CAPS should be updated to enhance querying capabilities• Customer training should be provided


17

• Scatter Diagrams• Animal Transportation

• All criteria considered very important (8.5 – 10)• Satisfaction level ranged from 6.5 – 8.0• Most important – competence, quality, reliability,

timeliness• Least satisfaction – handling of problems

Unique Customer Measures

18

Scatter DiagramOperate Animal Transportation ServiceFY02 Customer Importance and Satisfaction Ratings: A Closer Look

Note: A smaller portion of the chart is shown so that the individual data points can be labeled.

6.00

6.20

6.40

6.60

6.80

7.00

7.20

7.40

7.60

7.80

8.00

8.20

8.40

8.60

8.80

9.00

9.20

9.40

9.60

9.80

10.00

6.00 6.20 6.40 6.60 6.80 7.00 7.20 7.40 7.60 7.80 8.00 8.20 8.40 8.60 8.80 9.00 9.20 9.40 9.60 9.80 10.00

Satisfaction

Imp

ort

an

ce

SATISFIED,IMPORTANT

CostConvenience

Responsiveness

Availability

Handling of Problems

CompetenceQuality Timeliness

Reliability


19

• Scatter Diagrams• Animal Procurement

• All criteria considered very important (7.0 – 10)• Satisfaction level ranged from 6.0 – 8.0• Cost is the the least important criteria with the lowest

level of satisfaction

Unique Customer Measures

20

Scatter DiagramProcure Research AnimalsFY02 Customer Importance and Satisfaction Ratings: A Closer Look

Note: A smaller portion of the chart is shown so that the individual data points can be labeled.

6.00

6.20

6.40

6.60

6.80

7.00

7.20

7.40

7.60

7.80

8.00

8.20

8.40

8.60

8.80

9.00

9.20

9.40

9.60

9.80

10.00

6.00 6.20 6.40 6.60 6.80 7.00 7.20 7.40 7.60 7.80 8.00 8.20 8.40 8.60 8.80 9.00 9.20 9.40 9.60 9.80 10.00

Satisfaction

Imp

ort

ance

SATISFIED,IMPORTANT

Cost

Convenience

ResponsivenessAvailability

Handling of Problems

Competence

Quality

TimelinessReliability


21

Internal Business Process Perspective

22

Service Group Block Diagram

• Both discrete services are independent components within the Service Group

• Most ICs use both services

23

Provide Animal Product DeliveryBlock Diagram

Supplier Service Customer

ApprovedVendors

(External andNIH/NCI/DCT)

ProcureResearchAnimals

ICInvestigator

RequestorIC

Facility Manageror

Investigator

OperateAnimal

Transportation

Service

ICFacility or

Investigator

24

• Our Service Group completed 2 deployment flowcharts for 2 discrete services• Process map for Animal Transportation is simple

and straight forward• Process map for Animal Procurement is complex

and involves a number of distinct steps• Placing and confirming the order with the

vendor• Billing the investigator for the animals • Maintaining credit card log and reconciliation

Conclusions from Discrete Services Deployment Flowcharts

25

Operate Animal Transportation Service

VRP Dispatcher DriverInstitutes/Customer

Notify VRP ofrequirement

Vehicle/driveravailable

Modify/adjustrequirement

Recordrequirementon dispatch

log

Make pick-upor delivery

NoYes

Document completion ofrequirement

26

Procure Research Animals

VendorVRP Animal ProcurementRequestor (IC)

Submit electronicRAD to VRP

Resolveproblems

Counter offeraccepted

Electronicallyreview RAD

Problems?

Receivecounter offer

notify IC

Indentifyother

vendors

Fax RAD tovendor

Animalsavailable asrequested

NO

Confirmorder

YES

Submitscounter offer to

VRP

NO

YES

NO

A

IC reviewscounter offer

YES

27

Procure Research Animals

VendorVRP Animal ProcurementRequestor (IC)

A

Confirm orderinto CAPS

enter estimatedbilling

Electronicallyenter

order creditcardlog

Enter billinginformation

intoCAPS

Processcredit

Reconcilecredit card

Animal costsbilled to IC CAN

Animal received

Receiveanimals

into CAPS

Animalacceptable

Inspect animals

Requestcredit

Processcredit

Submit invoiceto

VRPYESNO

Ship animals

28

Process Measures

• DS1: Animal Transportation• Number of runs – pick-up and/or deliveries• Protocol driven and vary with research

requirements• Reviewed data from last 3 years

• Peak (mid FY 00) approximately 30% above 3 year mean

• Last 2 years fairly consistent

(approximately +/- 10% of mean )

29

Process Measures

• Individual Values: Animal Transportation

Individual Values: Animal Transportation

125

150

175

200

225

250

275

300

Oct

-99

Nov

-99

Dec

-99

Jan-

00

Feb-

00

Mar

-00

Apr-0

0

May

-00

Jun-

00

Jul-0

0

Aug-

00

Sep-

00

Oct

-00

Nov

-00

Dec

-00

Jan-

01

Feb-

01

Mar

-01

Apr-0

1

May

-01

Jun-

01

Jul-0

1

Aug-

01

Sep-

01

Oct

-01

Nov

-01

Dec

-01

Jan-

02

Feb-

02

Mar

-02

Apr-0

2

May

-02

Jun-

02

Jul-0

2

Aug-

02

Sep-

02

Month/Year

Indi

vidu

al V

alue

s (X

)

LCL = 142.7

UCL = 274.8

Mean = 208.7

30

Process Measures

• DS2: Procure Research Animals• Number of orders placed • Reviewed data from FY 02• Oct/Nov have fewest orders – budgets not

established• Fairly consistent remainder of year

31

Learning and Growth Perspective

Individual Values: Animal Procurement

200

400

600

800

1000

1200

1400

1600

1800

2000

Oct-01 Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02 May-02 Jun-02 Jul-02 Aug-02 Sep-02

Month/Year

Ind

ivid

ua

l Va

lue

s (

X)

# Animals Ordered 479 1046 1200 1086 1206 1533 1313 1575 1615 1211 1400 1314

Oct-01 Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02 May-02 Jun-02 Jul-02 Aug-02 Sep-02

LCL = 653.8

UCL = 1842.6

Mean = 1248.2

Moving Range: Animal Procurement

0

100

200

300

400

500

600

700

800

Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02 May-02 Jun-02 Jul-02 Aug-02 Sep-02

Month/Year

Mo

vin

g R

ang

e (m

R)

Moving Range 567 154 114 120 327 220 262 40 404 189 86

Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02 May-02 Jun-02 Jul-02 Aug-02 Sep-02

UCL = 730.5

medmR = 189

32


33

• 20% employee turnover (2 out of 10) • 1 retirement• 1 physically unable to perform

• Approximately 8.2 days sick leave per employee• Average of 1.2 awards for each employee• No ER/EEO/ADR cases out of 10 employees

Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data

34

• Animal Transportation• Increase computer knowledge of staff leading to automation

of transportation requests and scheduling to prepare for upcoming retirement of government staff

• Identify the effects of the outsourcing initiative on service

• Animal Procurement • Increase computer knowledge of staff specifically regarding

credit card logs and reconciliation• Staff should achieve level 1 Acquisition Certification • Must identify how animal procurement function will be

affected by NIH NBS

Analysis of Readiness Conclusions

35

Financial Perspective

36

Operate Animal Transportation Service• Average cost per delivery/pick-up has increased substantially

(<42%) over past 3 years.• Increase attributed to

• Decrease in demand past 2 years compared to FY 00 of approximately 15.5%

• Increased contractor costs in FY 02• Increased fuel costs in FY 02

Unit Cost Measures

37

Unit Cost MeasuresOperate Animal Transportation Unit Cost

FY 00-02

$0

$20

$40

$60

$80

$100

$120

$140

$160

FY 00 FY 01 FY 02

Fiscal Year

Uni

t Cos

t

38

Procure Research Animals• Annual Operating Costs (FY 02) – $3,780,195 (includes

cost of animals)• Annual Operating Costs (FY 02) – $380,591 (not including

cost of animals)• Average cost per order - $283• Average contribution (13% surcharge per order) - $36.79• Break-even point (annually and monthly) - 10,345

Unit Cost Measures

39

Unit CostProcure Research Animals

Animal Procurement - FY 02

Unit Cost

Total Cost* # Orders Unit Cost$380,591 14,057 $27.07

* cost of operating the unit, does not include vendor costs.

Break Even Analysis

$225$29.2513,012

Average price per orderAverage surcharge per order @13%Break even point - # orders

40

Asset Utilization Measured• Operate Animal Transportation Service

• Difficult to ascertain due to the variation within the types of deliveries/pick-ups

• Assume that during busiest month we are at full capacity• Compare other months to busiest month

• Procure Research Animals• Assume that during busiest month we are at full capacity• Compare other months to busiest month

Asset Utilization Measures

41

Asset Utilization Operate Animal Transportation Service FY 00-02

0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%

100.0%

Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept

Months

% Ut

ilizati

on

FY 00

FY 01

FY 02

42

Asset Utilization Procure Research Animals FY 02

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


Months

% U

tiliz

atio

n

43

For FY 03 we will begin to collect data which will allow us to better quantify Asset Utilization

Asset Utilization Measures

44

Conclusions and Recommendations

45

Conclusions from FY02 ASA

• Transportation• Major Findings

• Unit cost has increased significantly over the past 3 years• Demand has decreased past 2 years compared to FY 00• Varying degrees of customer satisfaction/dissatisfaction

• Improvements Already Initiated• Use of Outlook to schedule pick-ups and deliveries• Use of staggered scheduling to increase availability• Institute request confirmation process

46

Conclusions from FY02 ASA

• Animal Procurement• Major Findings

• Varying degrees of customer satisfaction/dissatisfaction• FY 02 average revenue per order greatly exceeded unit cost

per order

• Improvements Already Initiated• Continue to hold CAPS Users Group meetings to discuss

relevant issues and receive customer feedback.• Work with CIT to address computer issues• Work with CIT on credit card reconciliation issues

47

• Transportation• Initiate web-based transportation request

• Estimated date of implementation - 1/03• Initiate automated scheduling via Outlook

• Estimated date of implementation - 1/03• Improve data collection methodology

• Estimated date of implementation - 12/02• Initiate improved customer feed-back

• Estimated date of implementation - 12/02• Initiate staff refresher training sessions

• Estimated date of implementation - 2/03• Enhance transportation section of the VRP web-site

• Estimated date of implementation - 6/03

Recommendations

48

• Procurement• Recruit additional staff

• Estimated date of implementation – 3/03• Will require approval of VRP Business Manager and Director

• Develop and implement user training program• Estimated date of implementation – 3/03

• Increase efficiency of credit card reconciliation process• Estimated date of implementation – 12/02

• Develop customer training program• Estimated date of implementation – 3/03

• Enhance animal procurement section of the VRP web-site• Estimated date of implementation - 6/03

Recommendations

49

Appendices

50

Appendices

• Table of Contents• Page 2 of your ASA Template• Customer Segments Graphs • Asset Utilization Graphs• Customer Satisfaction Recommendations and Graphs• Analysis of Readiness Information• Learning and Growth Graphs

51

DS1: Operate animal transportation service

DS2: Procure research animals

Change in Unit Cost displayed monthly

Change in Unit Cost displayed monthly

DS1: Operate animal transportation service


Process map of Service Group

Process map of Discrete Service

Process map of Discrete Service

DS2: Procure research animals Customer segmentation chart showing # orders processed by IC over the past 3 years

Service Group

Increase customer satisfaction

Minimze unit cost at a defined service level.

Increase understanding of processes.

Performance Objective

Enhance quality of work life for employees in ORS.

Identify methods to measure processes.



Performance Measure

Financial Perspective

Performance Measure


Increase understanding of customer base

DS1: Provide timely transportation to customers


Service Group:

% customer requests for transportation honored (displayed monthly)

Performance MeasureInternal Business Process Perspective

Identify and report on process measures for Discrete Services

DS1: Operate animal transportation service Customer segmentation chart showing # runs by IC over past 3 years

Turnover

Maintain & enhance competencies for the future organization.Analysis of Readiness Index


Awards/Recognition

Contacts/Complaints with EEO/ER/ADR

Sick Leave Usage

DS2: Procure research animals Customer satisfaction ratings from the ORS Customer Scorecard

Customer PerspectivePerformance Measure

DS1: Operate animal transportation service Customer satisfaction ratings from the ORS Customer Scorecard

# customer complaints classified by category

DS2: Procure research animals Actual assets utilized/planned asset utilization displayed monthly

Maximize utilization of assets.

DS1: Operate animal transportation service Actual assets utilized/planned asset utilization displayed monthly

52

Operate Animal Transportation ServiceUsage DataFY 2000

IC/Month Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept Total Average %NIAID 80 87 76 88 104 117 88 119 105 92 92 89 1137 94.8 40.4%NHLBI 29 29 35 24 46 40 34 50 40 55 54 53 489 40.8 17.4%NCI 18 16 25 16 19 21 17 28 19 11 26 15 231 19.3 8.2%NINDS 10 17 15 0 12 14 13 11 28 24 19 12 175 14.6 6.2%NICHD 12 16 19 5 12 9 13 20 1 0 21 15 143 11.9 5.1%NIAAA 10 7 4 0 1 26 22 16 28 20 8 0 142 11.8 5.0%NIDDK 8 3 5 5 6 10 21 17 10 7 17 12 121 10.1 4.3%CC 3 3 1 0 5 11 5 6 6 7 10 8 65 5.4 2.3%NIAMS 4 2 1 2 9 6 3 5 5 6 10 5 58 4.8 2.1%NIA 8 5 3 3 5 4 3 4 4 6 5 1 51 4.3 1.8%NIMH 8 6 4 3 4 6 3 1 7 2 1 5 50 4.2 1.8%FDA 4 5 2 2 2 5 3 2 2 1 3 1 32 2.7 1.1%NIDR 1 1 3 2 4 3 1 4 3 4 3 2 31 2.6 1.1%ORS/VRP 1 1 2 2 6 4 3 2 2 4 3 1 31 2.6 1.1%NEI 0 3 1 0 2 2 0 3 2 2 5 1 21 1.8 0.7%GRC 5 1 4 5 0 0 0 0 1 0 3 2 21 1.8 0.7%NIDA 1 1 1 0 1 0 0 3 0 0 3 2 12 1.0 0.4%NHGRI 0 0 0 0 0 1 1 0 0 1 0 0 3 0.3 0.1%WRAIR 0 0 1 0 0 0 0 0 1 0 0 1 3 0.3 0.1%USHUS 0 0 0 0 0 0 0 0 0 1 0 0 1 0.1 0.0%NIDCD 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0 0.0%

Total 202 203 202 157 238 279 230 291 264 243 283 225 2817 234.75 100.0%

53


IC/Month Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept Total Average %NIAID 86 77 90 88 93 107 90 105 115 100 120 90 1161 96.8 48.8%NHLBI 41 30 38 29 17 26 20 24 28 26 30 37 346 28.8 14.5%NCI 20 19 20 20 18 18 16 29 26 18 25 21 250 20.8 10.5%NICHD 19 8 16 14 9 7 11 7 6 5 8 2 112 9.3 4.7%CC 4 8 6 9 15 17 9 8 7 6 7 3 99 8.3 4.2%NIDDK 14 7 15 3 8 7 13 4 5 9 5 4 94 7.8 3.9%NEI 1 1 2 2 14 14 9 8 9 7 8 0 75 6.3 3.2%NINDS 7 4 5 3 7 2 4 5 3 5 11 10 66 5.5 2.8%NIAMS 9 3 6 2 6 7 6 0 1 1 0 1 42 3.5 1.8%NIDR 2 4 1 9 5 5 3 1 0 2 2 0 34 2.8 1.4%NIMH 4 3 4 5 3 1 3 2 0 0 2 0 27 2.3 1.1%FDA 2 1 2 3 5 5 0 0 1 2 2 1 24 2.0 1.0%NIA 2 1 1 2 2 0 0 1 2 3 0 0 14 1.2 0.6%ORS/VRP 3 3 0 1 0 2 0 1 2 1 0 1 14 1.2 0.6%NIDA 2 0 1 2 0 0 1 0 0 1 0 0 7 0.6 0.3%NIAAA 2 0 2 1 0 0 1 0 0 0 0 0 6 0.5 0.3%GRC 0 0 0 1 0 0 0 1 1 0 2 0 5 0.4 0.2%WRAIR 0 0 3 0 0 0 0 0 0 0 0 0 3 0.3 0.1%USHUS 0 0 0 0 0 0 0 0 0 1 0 0 1 0.1 0.0%NHGRI 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0 0.0%NIDCD 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0 0.0%

Total 218 169 212 194 202 218 186 196 206 187 222 170 2380 198.3 100.0%

54


IC/Month Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept Total AverageNIAID 99 103 96 105 85 96 96 103 105 97 109 107 1201 100.1NHLBI 28 33 47 23 38 39 34 39 65 57 67 70 540 45.0NCI 17 20 13 15 15 15 20 12 0 3 5 0 135 11.3NIDDK 12 23 12 12 4 5 8 6 3 2 4 2 93 7.8NINDS 10 5 5 2 10 8 7 6 3 4 6 8 74 6.2CC 12 12 2 0 3 6 4 0 4 6 4 8 61 5.1NICHD 4 3 6 6 6 3 3 5 1 3 1 5 46 3.8NIA 2 4 6 3 0 0 1 0 8 3 10 4 41 3.4ORS/VRP 4 2 4 1 3 1 0 3 3 1 2 0 24 2.0NIAMS 1 1 5 3 4 1 1 4 1 0 0 1 22 1.8NIAAA 0 1 0 3 3 0 0 6 4 2 0 2 21 1.8FDA 1 2 2 2 2 2 1 3 0 0 0 0 15 1.3NIMH 1 4 3 1 0 0 2 0 1 0 0 0 12 1.0NIDA 0 2 0 0 2 4 1 0 2 0 1 0 12 1.0NIDR 0 1 0 1 0 4 0 0 0 0 0 1 7 0.6NEI 0 0 0 0 1 0 0 1 0 0 1 2 5 0.4GRC 0 0 0 0 0 0 0 0 2 0 1 2 5 0.4WRAIR 0 0 1 0 0 0 0 0 0 0 2 0 3 0.3NHGRI 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0NIDCD 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0USHUS 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0

Total FY 02 191 216 202 177 176 184 178 188 202 178 213 212 2317 126.0

55

Operate Animal Transportation Service by Fiscal Year

0

50

100

150

200

250

300

350


Months

Num

ber o

f Run

s

Total FY 02

Total FY 01

Total FY 00

56

IC Monthly Animal Expense

IC Oct Nov Dec Jan Feb Mar Apr May Jun July AugNIAID 38,857 52,045 101,703 48,597 94,585 84,940 77,398 79,603 85,544 58,499 104,139 NINDS 13,094 24,084 17,306 24,771 26,527 28,299 40,047 24,811 35,727 26,683 31,887 NIMH 13,354 23,982 28,106 28,916 24,754 30,641 25,014 30,495 24,055 23,469 15,277 NCI 1,199 29,435 20,413 14,092 32,006 26,574 27,862 29,708 34,895 33,302 26,140 NICHD 10,006 20,542 22,008 14,472 26,630 20,941 24,780 30,732 28,561 18,033 23,105 NHGRI 12,138 14,279 24,869 9,642 28,436 21,636 27,792 18,951 35,344 23,581 23,783 NIA 5,926 23,807 16,460 20,800 22,177 40,734 22,963 23,545 25,622 14,328 9,154 NEI 5,526 19,212 20,753 12,241 20,179 17,320 18,388 30,570 33,884 24,603 26,947 NIDA 1,037 19,712 23,431 18,133 5,903 23,336 19,810 15,443 29,048 24,760 18,661 NHLBI 6,181 10,702 19,349 7,337 22,500 18,890 24,320 30,337 19,350 16,874 18,483 NIDCR 4,699 18,698 11,870 25,099 21,416 18,295 20,274 14,324 17,905 21,371 25,214 CC 6,739 11,053 12,270 16,931 11,921 24,227 3,818 16,503 16,506 10,682 20,342 NIDDK 4,552 12,738 11,565 11,079 21,456 18,640 10,045 9,297 6,536 10,682 10,498 NIAAA 6,114 4,254 6,143 9,463 4,552 16,817 6,571 8,656 10,058 6,521 11,656 NIAMS 1,330 4,509 2,222 6,867 3,585 6,353 2,231 5,704 7,815 4,699 7,986 NIDCD 1,718 2,755 2,923 6,186 1,370 4,289 3,497 4,237 7,721 5,680 5,764 ORS 1,711 1,807 604 6,792 2,120 1,609 7,574 699 4,449 2,785 2,039 NCCAM - 228 861 843

Total 95,322 241,570 240,292 232,822 275,532 318,599 284,987 294,012 337,703 268,914 277,779

IC Monthly Order Count

IC Oct Nov Dec Jan Feb Mar Apr May Jun July AugNIAID 83 168 222 144 210 241 217 287 225 175 232NINDS 93 182 165 200 205 217 237 172 266 185 223NICHD 56 114 129 92 133 135 140 139 131 108 107NIDDK 19 78 78 61 93 98 63 72 67 56 143NIMH 45 62 71 58 65 83 81 79 80 97 68NIDCR 28 66 48 79 68 101 71 67 76 84 83NHLBI 19 36 63 48 66 79 71 148 96 69 64NIA 18 56 52 67 56 112 57 121 90 48 42NIDA 5 55 62 53 24 76 54 51 77 78 57NHGRI 23 34 53 27 54 56 65 82 89 44 46NEI 21 42 53 34 41 48 45 72 76 61 43NCI 6 27 59 18 46 52 45 63 66 37 37NIAAA 23 26 23 41 21 57 33 52 46 36 33NIDCD 9 15 35 43 11 38 33 35 51 34 38CC 5 13 14 16 17 30 7 20 30 10 30NIAMS 3 11 7 11 16 15 6 21 24 13 21ORS 3 11 5 12 18 6 21 9 9 8 20NCCAM 0 2 3 4Total 459 996 1139 1004 1144 1444 1246 1490 1499 1143 1287

Procure Research Animals Average Monthly Animal Orders and Expense by IC

57

Procure Research AnimalsIC Yearly Order Count

FY 02

NIAID18%

NINDS21%

NHLBI4%

NIDCR6%

NIDDK4%

NIA4%

NIDA1%

NHGRI5%

NEI5%

NCI1%

OTHER4%

NICHD12%

NIMH10%

NIAAA5%

58

Procure Research Animals Vendors Monthly Expense

FY 02

$119,394.57

$246,050.22

$291,585.13

$246,292.29

$325,854.38 $316,832.33

$382,049.78

$286,724.45

$335,827.43$315,297.91

$338,594.84$327,076.57

$0.00

$50,000.00

$100,000.00

$150,000.00

$200,000.00

$250,000.00

$300,000.00

$350,000.00

$400,000.00

$450,000.00

Months

Mon

thly

Exp

ense

59

Procure Research AnimalsIC Yearly Animal Expense by IC

( In Thousands)FY02

254

136 175

221 209 221 248 252 269 258 307 287

320

891

-

100,000

200,000

300,000

400,000

500,000

600,000

700,000

800,000

900,000

1,000,000

NIAID NINDS NIMH NCI NICHD NHGRI NIA NEI NIDA NHLBI NIDCR CC NIDDK OTHER

Institutes

Expe

nse

60

Procure Research AnimalsIC Monthly Animal Expense

FY 02

NIAID23%

NINDS9%

NIMH7%

NCI8%NICHD

6%

NHGRI7%

NIA6%

NEI6%

NIDA5%

NHLBI5%

NIDCR5%

CC4%

NIDDK3%

OTHER6%

61

Operate Animal Transportation Service Asset Utilization

2000

Month Oct Nov Dec Jan Feb Mar Apr May June July Aug SeptDeliveries 202 203 202 157 238 279 230 291 264 243 283 225% utilizationFY 00 69.4% 69.8% 69.4% 54.0% 81.8% 95.9% 79.0% 100.0% 90.7% 83.5% 97.3% 77.3%

2001

Month Oct Nov Dec Jan Feb Mar Apr May June July Aug SeptDeliveries 218 139 212 194 202 218 186 196 206 187 202 170% utilizationFY 01 100.0% 63.8% 97.2% 89.0% 92.7% 100.0% 85.3% 89.9% 94.5% 85.8% 92.7% 78.0%

2002

Month Oct Nov Dec Jan Feb Mar Apr May June July Aug SeptDeliveries 191 216 212 194 176 184 178 188 202 178 213 212% utilization FY 02 88.4% 100.0% 98.1% 89.8% 81.5% 85.2% 82.4% 87.0% 93.5% 82.4% 98.6% 98.1%

80.7%

89.1%

90.4%

62

Asset Utilization Operate Animal Transportation Service FY 00-02

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


Months

% U

tiliz

atio

n FY 00

FY 01

FY 02

63

Procure Research Animals Asset Utilization2002

Month Oct Nov Dec Jan Feb Mar Apr May June July Aug SeptDeliveries 479 1046 1200 1086 1206 1533 1313 1575 1615 1211 1400 1314% utilization 29.7% 64.8% 74.3% 67.2% 74.7% 94.9% 81.3% 97.5% 100.0% 75.0% 86.7% 81.4%

77.3%

64

Asset Utilization Procure Research Animals FY 02

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


Months

% U

tiliza

tion

65

What was done particularly well?Operate Animal Transportation Service

• Animal deliveries from Poolesville and to Poolesville.• Your schedule is flexible.• Our driver is great.• Always on time for pick up.• Driver is always punctual and is willing to work with our needs• Very very few of the drivers clean the trucks as needed.

66

What needs to be improved?Operate Animal Transportation Service

• Responsiveness - flexibility in scheduled days for transporting the different species per investigator need.

• Additional step van - Suburban to small for larger animal transports to Bldg 10.• Management/Supervision in Transportation office needs work, as well as communication

via phone.• Scheduling of transportation.• Scheduling and communication to the drivers responsible for providing the transportation to

the customers.• Cleaning truck. Customer service, polite, courteous to customers communication with sites

when pick-up are late. Timeliness of deliveries, pick up @ 9:00 not del till 2 PM. Pick up of all items, frequently forget items numerous dispatch problem need corrected.

67

• Jody:• Insert scatter diagrams for both

procurement and transportation

Scatter DiagramOperate Animal Transportation ServiceFY02 Customer Importance and Satisfaction Ratings

Note: The Importance rating scale ranges from 1 - 10 where “1” represents Unimportant and “10” represents Important. The Satisfaction rating scale ranges from 1 - 10 where “1” represents Unsatisfactory and “10” represents Outstanding.

1.00

2.00

3.00

4.00

5.00

6.00

7.00

8.00

9.00

10.00

1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00 10.00

Satisfaction

Imp

ort

an

ce

NOT SATISFIED, IMPORTANT

NOT SATISIFIED, NOT IMPORTANT

SATISFIED,IMPORTANT

SATISFIED, NOT IMPORTANT


68

Survey RespondentsOperate Animal Transportation ServiceFY02 Respondents by IC

4

1 1

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 00

1

2

3

4

5

6

NIH IC

Nu

mb

er o

f R

esp

on

den

ts


69

Survey Respondents (cont.)Operate Animal Transportation ServiceFY02 Respondents by Location

2

3

1

00

1

2

3

4

On-Campus Off-Campus Both No Response

Location

Nu

mb

er

of

Re

sp

on

de

nts


70

What was done particularly well?Procure Research Animals

• Reliable Staff - Consistency of the service.• Timely and consistent processing of orders and assistance with resolution when problems

were encountered. Specifically, the Unit Manager, Ms. Denise Duff provided exceptional service. Luke was helpful, as well. Ms. Duff is very quick to correct problems.

• The caps system has improved communications and eliminated many problems with faxes and confirmations.

• Response time when addressing ordering issues.• Handling of counter offers and any problems that may occur is always done in a prompt

and courteous manner.• I think with such a small staff and a heavy work load that service is provided to the best of

the staff's ability.• Personnel are always pleasant and attempt to be helpful.

71

What needs to be improved?Procure Research Animals

• Maybe add personnel: We feel the pressure on the current staff when we call.• It is clear there are not sufficient skilled personnel to provide the same level of service

when Ms. Duff is out of the office. Hire at least one additional person with a similar skill level.

• Communication when problems arise. Follow through on problems with the customer.• Add additional staff, so as not to burn out the current staff.• 1. The office need to have more staff to handle the work load. 2. Errors are being made

due to over worked staff. 3. To follow up on order to see that all steps have been done. 4. Pay closer attention to what is on the orders, before placing orders. 5. Need to pay closer attention to conformations from vendors.

• Attitude needs to be improved dur to overworked employees. More help is needed in office of VRP. A lot of mistakes are being made. Orders not being confirmed properly. Problems need to be fixed on a better basis.

• Response time on animal orders that are not able to come in on the requested scheduled delivery date. I think this is due to short staffed. Competence and handling of problems is provided extremely well by some, others with out any names being mentioned are not as efficient and lack the drive to provide professional and efficient customer service.

• The database needs to be updated to allow easy searching of orders and maintaining/tracking orders. A training module should also be included to allow new users to learn the proper use of the system and provide help for frequently asked questions.

72

What needs to be improved? (cont.)Procure Research Animals

• CAPS system is very antiquated and not user friendly. Staffing levels in animal procurement need to be improved - always seem over worked and under staffed. Quality of a couple of personnel could use improvement. Many times I have been given misinformation that adversely affected my animal orders. Need a system to track whether order confirmations have been received in a timely manner. They sometimes set on VRP for almost a week. Denise Duff is great but she needs some better help.

73

Other CommentsProcure Research Animals

• Overall Excellent service provided by the Animal Procurement Section.• More investigator training would be helpful.• Keep up the good work.• Denise Duff is a wonderful help in all matters relating to animal orders and should be

recognized for that.• Most of the staff work's well with you on problems in a timely manner.• Your system seems to be designed to serve the needs of your own office rather than as a

customer service. Since you don't have a clear concept of the needs of your customers, you will not satisfy them.

74

Scatter DiagramProcure Research AnimalsFY02 Customer Importance and Satisfaction Ratings

Note: The Importance rating scale ranges from 1 - 10 where “1” represents Unimportant and “10” represents Important. The Satisfaction rating scale ranges from 1 - 10 where “1” represents Unsatisfactory and “10” represents Outstanding.

1.00

2.00

3.00

4.00

5.00

6.00

7.00

8.00

9.00

10.00

1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00 10.00

Satisfaction

Imp

ort

an

ce

NOT SATISFIED, IMPORTANT

NOT SATISIFIED, NOT IMPORTANT

SATISFIED,IMPORTANT

SATISFIED, NOT IMPORTANT


75

Survey RespondentsProcure Research AnimalsFY02 Respondents by IC Procure

2 2

1 1 1 1 1 1 1

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 00

1

2

3

NIH IC

Nu

mb

er o

f R

esp

on

den

ts


76

Survey Respondents (cont.)Procure Research AnimalsFY02 Respondents by Location Procure

9

0

2

00

1

2

3

4

5

6

7

8

9

10

On-Campus Off-Campus Both No Response

Location

Nu

mb

er

of

Re

sp

on

de

nts


77

Readiness Analysis

Animal Transportation

• Required skills and abilities• Experienced driver of vans and trucks• Clean driving record• Commercial drivers license preferred• Knowledge of animal care regulations and standards, especially regarding the transport of animals, animal tissues, and

specimens• Knowledge of required safety precautions in the transport of animals and other biological materials

• 3 year forecastIt is expected that over the next three years the transportation staff, which is comprised of both Government FTEs and contractorstaff will have sufficient numbers of personnel with the appropriate skills and abilities. One Government staff is expected to retirein FY 03, however that position (dispatcher) will not be filled, due to automation of that activity.

• Forecast of upcoming training needs• Animal transportation regulations and standards - USDA, DOT, Guide for the Care and Use of Laboratory Animals• Animal handling and restraint• Health and safety procedures for the transportation of animals, animal tissues, and specimens

• Forecast of required equipment, supplies, materials• Transport vehicles• Spill-proof specimen transport containers

• Analysis of equipment, supplies, materials• All required equipment and supplies are currently available and replacement is not anticipated during the next 3 years• Must continue to work on development of web-based transportation request form

• Implication of failing to obtain appropriate mix of skills, abilities, equipment, supplies, and materials• Inability to meet customer requirement for transportation services• Loss of efficiencies leading to an increase in unit cost

78

Readiness AnalysisAnimal Procurement

1. Required skills and abilitiesa. DELPROb. Data Warehousec. CAPSd. Use of Government purchase carde. Knowledge of rodent models and vendors

2. 3 year forecasta. We intend to increase the staff of the Animal Procurement Unit by 1FTE. The

candidate selected for this position should have all of skil ls and abilities l isted above. It is expected that with the additional procurement technician, the Unit shall haveadequate staff to carry out is’s mission through the next 3 years.

3. Forecast of upcoming training needsa. With the transition to the New Business System, additional training will be required for

the procurement staff to effectively use this system.

4. Forecast of required equipment, supplies, materialsa. It is expected that the desk-top computers and fax machines will need to be replaced

over the next 3 years.

5. Analysis of equipment, supplies, materialsa. All required equipment and supplies are currently available and replacement is not

anticipated during the next 3 years.

6. Implication of failing to obtain appropriate mix of skills, abilities, equipment, supplies, andmaterialsa. Increased cost of operationb. Inability to meet investigator’s request for laboratory animals c. Interference with critical research initiatives

a. DELPROb. Data Warehousec. CAPSd. Use of Government purchase carde. Knowledge of rodent models and vendors

a. We intend to increase the staff of the Animal Procurement Unit by 1FTE. Thecandidate selected for this position should have all of skil ls and abilities l isted above. It is expected that with the additional procurement technician, the Unit shall haveadequate staff to carry out is’s mission through the next 3 years.

a. With the transition to the New Business System, additional training will be required forthe procurement staff to effectively use this system.

a. It is expected that the desk-top computers and fax machines will need to be replacedover the next 3 years.

a. All required equipment and supplies are currently available and replacement is notanticipated during the next 3 years.

a. Increased cost of operationb. Inability to meet investigator’s request for laboratory animals c. Interference with critical research initiatives

79

Conclusion from Turnover, Sick Leave, Awards, EEO/ER/ADR Data

Operate Animal Transportation Service 4 1 1 402.5 100.6 4 1 0 0 0 0 0 0Procure Research Animals 6 1 1 254.75 42.5 8 1.3 0 0 0 0 0 0

Service Group 24 Total 10 2 2 657.25 65.7 12 1.2 0 0 0 0 0 0

Documents

1 FY02 ASA Presentation Provide Animal Product Delivery Presented by: Scott Green Animal Resource Contracts Administrator ORS/DIRS/VRP Office of Research