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Products NPA Roundtable Discussion Session 2

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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Products NPA Roundtable Discussion Session 2

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    1. Products NPA Roundtable Discussion – Session 2 Dennis Fields, NISH COO April 14, 2008 = = = March 17, 2008 Draft = = =

    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 NISH’s Response Phase 1: April 2008 – December 2008

    8. March 17, 2008 Draft 8 Field Operations Realignment April 2008 Graphic To Be Developed (Customer Relationship Business Model)

    9. March 17, 2008 Draft 9 NISH’s 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 NISH’s 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 NISH’s 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 NISH’s 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 NISH’s 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 NISH’s Response Phase 2: January 2009 – September 2009

    15. March 17, 2008 Draft 15 NISH’s 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 NISH’s 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 NISH’s 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 NISH’s 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 NISH’s 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 NISH’s 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 NISH’s 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

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