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March 17, 2008 Draft. 2. Products Customer Service Survey Improvement Conclusions. Restructure Products Business Unit to be more responsive to needs of NPAsImprove communications between Products and the NPAs Expand business development opportunitiesImprove staff knowledge and training . March 1
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1. Products NPA Roundtable Discussion Session 2 Dennis Fields, NISH COO
April 14, 2008
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2. March 17, 2008 Draft 2 Products Customer Service Survey Improvement Conclusions Restructure Products Business Unit to be more responsive to needs of NPAs
Improve communications between Products and the NPAs
Expand business development opportunities
Improve staff knowledge and training
3. March 17, 2008 Draft 3 NPA Comments from January 9th Roundtable Forum Revise organizational structure and staffing
Communicate roles and responsibilities
Expand business development opportunities
Improve NISH/NPA relationship
4. March 17, 2008 Draft 4
We Hear You !!!
5. March 17, 2008 Draft 5 Commitments Made at January Products Roundtable NISH is committed to improving NPA relationships
Supervision of Products Field Operations staff to be moved to Regions
Provide NPAs with NISH staff roles and responsibilities
Products Project Distribution process to be modified to include Regional Directors
Recommendations for improvement reviewed with Products Ad hoc Advisory Group
6. March 17, 2008 Draft 6 Actions Taken Since January 2008 Field Operations staff moved to Regions
Process established for Regional Directors to participate in Sources Sought decisions
Products Ad hoc Advisory group established
Recommendations reviewed with Regional Directors and Products Ad hoc Advisory group
7. March 17, 2008 Draft 7 NISHs Response Phase 1: April 2008 December 2008
8. March 17, 2008 Draft 8 Field Operations RealignmentApril 2008
Graphic To Be Developed
(Customer Relationship Business Model)
9. March 17, 2008 Draft 9 NISHs Response Phase 1 Continue efforts to improve Products Organizational Structure by:
Staffing National Technical Team to assist
NPAs with production/quality issues
Evaluating the integration/collaboration of the
BD teams throughout NISH
10. March 17, 2008 Draft 10 NISHs Response Phase 1 Improve Communications:
Develop and distribute information on the
following topics:
AbilityOne Essentials (including the Transparency
process)
Communicate defined roles and responsibilities
for NISH staff
Communicate breaking news on the NPA page of the NISH website
11. March 17, 2008 Draft 11 NISHs Response Phase 1 Expand BD Opportunities
Research, document, and communicate
BD best practices among Products NPAs
Increase interactions between NPAs and
the Federal Customer
Formalize BD roles and responsibilities
between NISH and Products NPAs
12. March 17, 2008 Draft 12 NISHs Response Phase 1 Expand BD Opportunities
Improve the Transparency Process:
Offer ability for NPAs to subscribe to the Sources
Sought Notification process
Upon request, provide feedback to NPAs not
assigned an opportunity
Identify Sources Sought opportunities that require
established NPAs to mentor smaller NPAs
13. March 17, 2008 Draft 13 NISHs Response Phase 1 Improve Staff Knowledge and Training
Develop customer service standards for
NISH personnel who interact with NPAs
Develop metrics for staff that interact
with NPAs
Develop customer service training courses
14. March 17, 2008 Draft 14 NISHs Response Phase 2: January 2009 September 2009
15. March 17, 2008 Draft 15 NISHs Response Phase 2 Expand BD Opportunities
Focus BD activities and marketing on:
Expanding existing lines of business into new
markets and agencies
Developing commercial opportunities
Communicate Trade Show schedule to CRPs
16. March 17, 2008 Draft 16 NISHs Response Phase 2 Expand BD Opportunities
Research:
Create a research team that identifies BD
opportunities
Identify new channels for existing PL projects
Identify evolving strategic and commercial
lines of business
17. March 17, 2008 Draft 17 NISHs Response Phase 2 Expand BD Opportunities
Hold How to sessions to assist NPAs in identifying
potential BD opportunities
Continue to support legislative changes that:
Establish AbilityOne goals within federal agencies
Allow subcontracts to be added to the PL
Create working groups that facilitate collaboration
between NPAs with similar contracts
18. March 17, 2008 Draft 18 NISHs Response Phase 2 Improve Staff Knowledge and Training
Ensure that NISH staff that interact with NPAs
complete the following courses:
NISH customer service
NISH federal contracting
Include customer service metrics in staff
performance measurement
19. March 17, 2008 Draft 19 NISHs Response Phase 2 Improve Communications
Develop and distribute information on the
following topics:
Becoming an AbilityOne Products producer
Negotiating pricing with a Federal Agency
How to develop AbilityOne business opportunities
Best practices to improve production operations
20. March 17, 2008 Draft 20 NISHs Response Phase 2 Improve Communications
Provide periodic regional updates to discuss:
Customer service and support issues
Federal procurement and BD trends
Committee activities and policy changes
21. March 17, 2008 Draft 21 NISHs Response Phase 2 Improve Communications
Conduct hands-on sessions regarding:
Responding to Sources Sought notices
Price development and negotiation
Responding to allocations
Research and develop additional methods of
communicating with NPAs
22. March 17, 2008 Draft 22 In Conclusion We have heard your concerns
23. March 17, 2008 Draft 23 In Conclusion
NISH will respond to concerns identified in the Customer Service Survey during the next eighteen months
24. March 17, 2008 Draft 24 NEXT STEPS Continue to work with NPAs
Ad hoc Products Advisory Group to ensure success in efforts to improve customer service
Perform Customer Service Survey Fall 2008
Malcolm Baldrige Voice of the Customer Initiative
25. March 17, 2008 Draft 25 In Conclusion
Provide a quote or graphics
26. March 17, 2008 Draft 26 Questions and Comments