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DOIS Quality Assessment

DOIS Quality Assessment. Quality Assessment. Route Management Model DOIS Quality Assessment Overview Quality Assessment Process. Route Management Model. Developed by Pacific Area Delivery Support. Quality Assessment Process – Overview.

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DOIS Quality Assessment

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  1. DOIS Quality Assessment

  2. Quality Assessment • Route Management Model • DOIS Quality Assessment Overview • Quality Assessment Process

  3. Route Management Model Developed by Pacific Area Delivery Support

  4. Quality Assessment Process – Overview

  5. Determine Performance Through WebEIS and Rank Order Units Quality Assessment Process – Step 1 • Use WebEIS to determine who the poor performers are through the following metrics: • Office Effectiveness • Street Effectiveness • Workload Effectiveness • Office Productivity • Street Productivity • Total Productivity

  6. Select DeliveryUnits for Quality Assessment Quality Assessment Process – Step 2 • Select delivery units based on the following criteria: • Delivery unit is in the bottom 10% of the District rank ordering (can be adjusted) • Data is taken from the last AP • Possible exceptions to consider: • Delivery unit is not ranked in the bottom 10% but has inordinate amount of OT • Delivery unit ranks in the bottom 10% but Caseable Volume to Base indicates a sizeable drop in caseable volume • ** Notify delivery units that Quality Assessment will take place

  7. Analyze DeliveryUnits with the UnitFeedback Report Quality Assessment Process – Step 3 Unit Feedback Report determines why the delivery unit is a poor performer and outlines the action items based on: Usage Logon, Capture Mail Volume – Manual, Capture Mail Volume – DCD, EOR Transfer, and Application Version Quality Practice Route/Carrier Daily Performance Report, Number of Operational Clockring Discrepancies and Remaining Route Vacancies. Effectiveness % Reductions in OT and UT, Office, Street, Workload Effectiveness, and OT %.

  8. Does the Delivery Unit Require a Visit? Schedule Conference Call or Webcast with Key Managers to Discuss Initial Findings Quality Assessment Process – Step 4

  9. On Site Visit with the Delivery Unit Supervisor Quality Assessment Process – Step 4 Station Managers/Postmaster and POOM(s) are present for the visit.

  10. Communicate Action Items through Exit Conference Quality Assessment Process – Step 5 • Unit Feedback Report outlines the action items based on: • DOIS Usage • Quality Practice • Effectiveness • ** Exit conference with key managers

  11. Follow Up on Action Items in 30 Days Quality Assessment Process – Step 6 Unit Feedback Report is created a second time 30 days after initial communication.

  12. Yes Yes No Final Exit Conference with Key Managers Action Items Resolved? End No Follow Up with Key Mangers on Unresolved Action Items Follow Up on Action Items in 30 Days Action Items Resolved? Quality Assessment Process – Step 7 Unit Feedback Report is created 30 days after initial follow up

  13. Quality Assessment Process (1) Determine Performance Through WebEIS and Rank Order Units (2) Select Delivery Units for Quality Assessment (3) Analyze Delivery Units with the Unit Feedback Report (4) Does the Delivery Unit Require a Visit? (5) Communicate Action Items Through Exit Conference (6) Follow Up on Action Items in 30 Days (7) Final Exit Conference with Key Managers

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