Where we are …... Where we need to go.

1. RIGHT TIME Where we are …... Where we need to go.

2. Customer Training Customer Satisfaction Right Time Headquarters Process Owner Patsy N. Oburn, PMP, DCMA-OCT 703-428-0941/DSN: 427 poburn@hq.dcma.mil Headquarters Process Owner Mark Melnyk, DCMA-OB 703-428-0944/DSN: 427 mmelnyk@hq.dcma.mil

3. Assumptions • Why are you here? • What will you learn? • What is DCMA’s Product/ Service ? • Why do Delay Notices • Why are CPSS important? • What is the Alerts Tool Suite?

4. Objective • Know • DCMA – Who – What - Where • Why we do Delay Notices • Why we respond to CPSS • Use Training Materials • Learn to Be Users • Ask Questions

5. DCMA is a Team Member... ...In the defense acquisition community Secretary of Defense Under Secretary of Defense (Acquisition, Technology, & Logistics) Chairman Joint Chiefs of Staff Army Navy Air Force Marine Corps DLA DCMA

6. DCMA Field Offices • Defense Contract Management Office • Major Facility • Geographic Area CMO Operations Tech Assessment Group • Functional Specialists • Contracting • Engineering • Q/A • Manufacturing • Pricing • Functional Specialists • Tech Expertise • Corporate Support • Assessment 1002 Global Operating Locations

7. Districts East & West Current DCMA Structure Total 70 Major Offices DCMD East DCMD West

8. DCMDI Worldwide Operations . . . Northern Europe . . . . . . . . . . . . . . . . . . . . . Americas . . . . . . . . Southern Europe . . . . . DCMDW . . . . . . . . . --- HQ DCMDI . . . . . . . . . . Pacific . DCMDE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Saudi Arabia . . . . . . . . . . . . . . . . . . . . . 5 CMOS with 32 Offices in 21 Countries, and 566 Fuel Sites . http://www.dcma.mil/cassites/intl/productncpl.htm

9. CAS Life Cycle Involvement PRE-AWARD AWARD COMPLETION PERFORMANCE WHAT WE DO!!! • FAR 42.302aStandard Functions • DFARS 242.302 • FAR 42.302bAdditional Functions • DFARS 242.302 81 Functions Production Surveillance Pricing / Negotiation Core Contract Administration Program Technical Support Quality Assurance Engineering Surveillance Property Management

10. Contract Admin Team Industrial SpecialistProc Tech, CMA ACO, CA Schedule Cost Performance Quality Assurance Specialist

11. FOCUS CONTRACT REQUIREMENTS CUSTOMER NEEDS PREDICTIVE MEASURES ( Trends ) WORKLOAD MEASURES ( Counts ) PERFORMANCE MEASURES SERVICE PROCESS INSIGHT CAS OVERSIGHT METHODOLOGY FUNCTIONAL ( Individual ) INTEGRATED ( Team ) VALUE ADDED REPORT PERFORMANCE INFLUENCE PERFORMANCE WEB BASED CONSISTENT RESULTS VARIOUS METHODS VARIABLE RESULTS COMMUNICATION OUTPUT PROACTIVE KNOWLEDGE REACTIVE INFORMATION CONTRACT COMPLETE SUCCESS CUSTOMER SATISFIED Driving Force = PERFOMANCE BASED PLANNING A D M I N I S T R A T I O N M A N A G E M E N T

12. DCMA is a Customer Focused organization • You are DCMA’s Buying Activity Customer • What do you need/want? • The customer needs insight up front and early • To make better acquisition decisions • To maintain a state of readiness in a “rightsized” environment(backorders) • to support the warfighter • DCMA is committed to DELIVER insight and knowledge to you, our customer

13. Thought You’d Like to Know • DCMA doesn’t issue Alerts • DCMA issues Delay Notices • DCMA responds to Customer Priority Satisfaction System Request (CPSS) • Alerts Tool suite is an Information Technology application – web based for Buying Activities

14. Why Automate Delay Notice / CPSS Process • Improve communication between DCMA and Customers on potential/actual Delay Notice and CPSS requests • Paperless Repository of Delay Notices and CPSS data • Uniform Communication process • Provide single source for establishment and maintenance of Contract Administration Team (CAT) • Improve Customer support through use of DCMA Alerts Delay Notice & CPSS performance goals and metrics

15. Delay Notice (Knowledge Push) Issue Delay Notice Contract Management Office Contract Admin Team (CAT) • Cause/Reason for Delay, • Forecast Delivery Date, • Insight to assist Buying Activity in decision making Client/Server • Risk Planning • Assessment • Handling • Monitoring Identify potential/actual delays Web Based Access Buying Activity Customer response with instructions

16. Customer Priority Satisfaction System - (CPSS) (Knowledge Pull) CAT CMO Evaluate Buying Activity Risk Planning, Assessment Handling, Monitoring Identify customer needs/priorities Prepare Response Suspense 22 work days after approval/system release date Release Reviewedor Automatic Summary - Pending CPSS - Executive

17. Types of CPSS Request Mechanism for the customer to address specific issues such as: • Acceleration/Expedite • Backorder Items • Close-out Actions • Property • Other General Contract Issues • Readiness • Special Surveillance • Status – Closeout • Status - Delivery

18. ACCELERATION/EXPEDITE • A request for delivery earlier than the contract delivery date that may or may not include consideration and modification. • 5workday response time

19. BACKORDER ITEM • Logistic Term – not Contract Administration • Buying Activity has a requirement that they can’t satisfy. • Critical Measure for success with Buying Activity • Buying Activities need to explain their concerns to DCMA and provide adequate instructions for DCMA to take action. • DCMA supports customer’s concerns with Status, which should include: • Suppliers current performance (On-Time rate) • Suppliers current capacity • Probability of success for expedite • Impacts from such actions • Recommendations

20. CLOSEOUT ACTION • Buying Activity is directing DCMA to take action • Remaining Actions necessary to closeout contract • Identification of responsible parties for such actions • Any dates that apply to these actions • Any other information that will assist the process

21. GENERAL CONTRACT ISSUES • Anything related to the contract, that isn’t specific to the other types of requests. • Instructions to an ACO to complete a modification • Information concerning contract clauses

22. OTHER REQUEST • Communication related to any administration aspect • Response shall be specific to each individual question

23. PROPERTY • Buying Activity may address a specific Property issue. • Problem • Request for Assistance • Instructions

24. READINESS REQUESTS • High priority items - direct impact on services/mission • Among the most critical functions of DCMA • Priority Attention • Respond within 2 work days

25. STATUS – DELIVERY • Inquiries to determine if item is on schedule • Response shall include: • Production status of items • Estimated shipment date • Response time shall be within 5 work days

26. STATUS – CLOSE-OUT • Inquiry to determine if items have shipped • Response shall include: • Status of contract • Status of the remaining actions • Responsible parties • Response time shall be within 5 work days

27. SPECIAL SURVEILLANCE • Requested by Buying Activities • Instructions to DCMA for something special, could be for the life of the contract or for a given period of time.

28. Click on the questions in the red boxes for scoring prompts and then on the icon to return to this page. Poor Excellent 1 2 3 4 5 6 Alerts Narrative Improvement Tool The Delay Notice - Customer Priority Satisfaction System - Alerts ToolProcesses require three primary measurement points; Coverage, Timeliness, and Quality, to satisfy the customer needs and support the Agency’s Mission and Performance Goals. Coverageis measured by an automated data collection method, Delay Notice Report. Timelinesswhile not currently a performance Goal is visible via the Delay Notice Report. Future Performance Goal. Qualityrequires translating a qualitative review of the DCMA information into quantitative data. The Alerts Narrative Quality Review Tool will be used for the following: 1. Assess CMO performance (individual, District, TAG, IOA, Customer Feedback ) 2. Training Aid Reviewer Details: Name: email: phone: DCMA alias: (If Customer Procurement ID: ) Score the following Prompts Does the information provided satisfy your need/ answer your question/ enable you to make an informed business decision? Does the narrative contain options/recommendations Is the narrative clear and professional? Comments:

29. Does the information provided satisfy your need/ answer your question/enable you to make an informed business decision?(The prompts are not intended to be a checklist, rather to assist you in your evaluation and rating) • Does the narrative identify the ‘who, what, where, when, why and how's pertaining to the issue? • Does this Delay Notice/CPSS response include: • forecast delivery dates (Delay Notice) • actions DCMA is taking • e.g., corrective action plans, supplier inclusion on the Contractor Alert List (CAL), cooperative process improvement efforts, corrective action requests (CARs), addressing systemic vs. isolated problems • Does the narrative specify DCMA follow-up activities (if required)?

30. Does the narrative contain recommendations, options, or alternatives?(The prompts are not intended to be a checklist, rather to assist you in your evaluation and rating) • Do the recommendations/options: • Reflect an independent DCMA approach? • Identify the risk, consequences and impacts within the alternatives and recommendations. • Does the narrative demonstrate DCMA is taking appropriate actions for resolution of the issues at hand?

31. Is the narrative clear and professional?(The prompts are not intended to be a checklist, rather to assist you in your evaluation and rating) • Does the response demonstrate a customer focus? • Is the tone of the response unemotional? • Is the response concise? • Is the response well written (spelling & grammar correct)?

32. Customer WEB Access Drop Down Menus Edit Capability - Cut/Paste/Copy Broadcast Message Delay Notice down to Delivery Schedule PCO Response to Delay Notice Ability to Change Email Address FEATURES

33. Automatic Reconciliation Executive Summary Data Available Multiple CLIN Input Search Function Buying Activity POC Email Address Asterisk Denoting Mandatory Fields Automatic Release 3 Workdays After Input FEATURES(CONT)

34. Buying Activity Alerts POC • Buying Activity needs to identify an Alerts POC • For the entire Buying Activity • Complete Customer Profile Sheet, retain copy • Default Email Address – Someone from the Buying Activity • Required for times when emails are incorrect or the system rejects • Ensure the information gets to the correct person • Ensure that any corrections necessary are made • Communicates Alerts issues to Mgt • Communicates Alerts issues to CLR

35. SECURITY ISSUES • Accredited • Access requires individual sign-on codes/passwords • User profiles and roles (to ensure maintenance of accurate user information) • Automatic population of the author’s name in the narratives • Non-disclosure process for Buying Activities that employ third party contractors

36. Troubleshooting/Problems • LOCAL ADP SUPPORT • DCMA HELP DESK (888) 576-3262 OR http://helpdesk.dcma.mil/index.cfm

37. Alerts Phase II HOW DOES IT WORK? • Customer Access • Input new requests to DCMA • Receive & respond to delay notices • View pending, completed or archived requests On/Off Line Customers • West & International Districts • East District Compaq Proliant 6500/ 7000 Compaq Proliant 6500/ 7000 Off Line Customer Email Internet WWW Server WWW Server Replication HPT600 HPT600 • Alerts reads CAGE, DoDAAC, Contractor address, PIIN/SPIIN, CLIN/ELIN, DCMA Attribute (CAT) codes & schedule data from SDW • Alerts writes delay notice data to SDW ORACLE database ORACLE database SDW Batch Retrieval Batch Retrieval OLTP (operational dbase) Batch Updates Compaq Proliant 6500/ 7000 Batch Updates Compaq Proliant 6500/ 7000 CMO 1 . . . . . . CMO n CMO 1 . . . . . . CMO n On Line Retrieval On Line Retrieval • Delay Notice Module • DCMA enters anticipated/actual delays in deliveries • Reasons for delay • Contractor action & DCMA assessment • CPSS Module • Process customer requests for priority or extraordinary surveillance • Input requests for off-line customers • Contract Admin Team (CAT) Module • Build, view and modify info on DCMA teams assigned DCMA Contract Admin Team Member DCMA Contract Admin Team Member PC Application PC Application

38. Alerts URL:http://alerts.dcmdw.dcma.mil/alerts Orhttp://alerts.dcmde.dcma.mil/alerts