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Overview of F4 Variance Programs: CSV, SOV and CSAW

Overview of F4 Variance Programs: CSV, SOV and CSAW. NAPUS Chapter Convention Rancho Mirage CA May 15 th 2010. Customer Service Variance (CSV) Basics. Scope: CAG A-G offices with F4 operations Measures F4 earned workload in FTES units

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Overview of F4 Variance Programs: CSV, SOV and CSAW

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  1. Overview of F4 Variance Programs:CSV, SOV and CSAW NAPUS Chapter Convention Rancho Mirage CA May 15th 2010

  2. Customer Service Variance (CSV) Basics • Scope: CAG A-G offices with F4 operations • Measures F4 earned workload in FTES units • Compares earned work hours to actual work hours – FTES variance • FTES = time; 1 unit = 6.6225 hrs • FTEE = employees • Includes a replacement factor • Web site: http://variance/

  3. CSV: An Overview • F4 Earned Work Hours • LDC 42: Business Return Services • LDC 43: Manual Distribution Volumes • LDC 44: PO Box Volumes • LDC 45: Window transactions • LDC 48: Administrative • Productivity Factors • Includes stand up talks and breaks • F4 Work Hours • F4 MODS operation codes • F4 efficiency and complement

  4. Small Office Variance (SOV) Basics • Scope: CAG H-L offices • Measures F4 earned workload in FTES units • Workload value vs Unit Open value • Compares earned work hours to actual work hours – FTES variance • FTES = time; 1 unit = 6.6225 hrs • FTEE = employees • Includes a replacement factor • Web site: http://variance/

  5. SOV: An Overview • Similar to CSV except the following: • Unit earns the greater of Unit Open value vs workload value • Management Involvement

  6. Customer Service Adjusted Workload (CSAW) Basics • Scope: CSV units only • SOV units report in eFlash • 2 main purposes • Daily volume recording and reporting of F4 manual distribution volumes • Daily management of earned work hours to actual work hour usage • Web site: http://variance/

  7. eLearning Training Materials • Customer Service Variance – CSV • Course #10014948 • Small Office Variance – SOV • Course #10014941 • Customer Service Adjusted Workload – CSAW • Course #10014945

  8. Questions? Contact: Glen D Cournoyer Area Delivery Programs Support (858) 674-3175

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