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Performance Based Logistics Metrics Workshop SOLE Conference 15-16 May 2007. Terri Schwierling Chief, PBL & Analysis Branch Maint Spt Div, Maint Dir IMMC, AMCOM. Performance Based Logistics Metric Workshop Topics of Discussion . Metric Policy and Guidance
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Terri Schwierling
Chief, PBL & Analysis Branch
Maint Spt Div, Maint Dir
IMMC, AMCOM
* JROC Established Materiel Readiness/Sustainment Key Performance Parameter & Key System Attributes (DUSD (L&MR) Memorandum Dated 10 Mar 07)
Performance Based Metrics and Reporting
Overarching Metrics
Most Frequently Used Metrics
Reporting
Semiannual Report
DA and AMC
Automated System TBD
Operational Availability
Operational Readiness
Fill Rate
Customer Wait Time
Backorder Reduction
Operational Availability
Mission Reliability
Cost Per Unit Usage
Logistics Footprint
Logistics Response Time
Inherent Only:
Reliability
Obsolescence
Areas to Consider
Measurable Metric
Each Metric Does Not Require A Separate IPT
Data Collection
Automated Reporting Data Base Impact to Resources
Multiple Sub-Metric Options
Measure process performance
Iterate for continuous improvement
Improve the process
UAVS PMO PBL Metrics
Metric
Max Rating
System Status 85% or Higher
Readiness (SSR)
Customer Wait Time 90% or Higher
(CWT)
Logistics 12/1 or Higher
Maintenance Ratio
(LMR)
Field Service Satisfactory
Representative
Performance (FSR)
PBL Metrics
A
o
OR
MTBSA
What are we Buying ?
SSR
CWT
FSR
MTBF
MTBEFF
LMR
MTTR
Performance Metrics Pyramid
Intelligent Workload Allocation: Flexibility & Unity of Effort
Performance Requirement: Operational Readiness and Availability Metrics
Scope has to match the desired outcomes.
SAMPLE PBL Metricsto ORD Crosswalk
Performance Based Product Support Metrics
PBL Metrics Crosswalk to ORD
versus
Minimum Acceptable Performance
Plus
Score .91
Minus
Score .84
Effective Metrics, Performance Management, and Continuous Improvement Culture
It’s really not about what you say. It’s about what you do.
SSR= Total Time (TT) – Down Time (DT)
Total Time (TT)
Current Metric Customer Wait Time (CWT)
Goal 90% Weighted at 25%
CWT= Total Number of Soldier Requisitions – Late Solider Requisitions (LR)
Total Number of Requisitions
Terms And Conditions
Contractor Shall fill 90% of unit requisitions per the following CWT:
Priority Designator (PD)CONUS (Days)OCONUS (Days)
01 thru 03 3 7
04 thru 08 7 10
09 thru 15 10 15
CWT begins on the day the requisition is submitted by a soldier either
through the FSR or the Standard Army Retail Supply System (SARSS)
when it is implemented as evidenced by the document number. When
Government personnel, as evidence by the carriers shipping document,
receive the part CWT calculations end.
A LR is a soldier requisition that is not filled within the number of
days delineated in the table based upon the unit location (CONUS/OCONUS)
CWT= Total Number of Soldier Requisitions – Late Solider Requisitions (LR)
Total Number of Requisitions
PROS
Desired Result- Responsiveness
Measurable
Data Collection Process In place
Known out come
CONS
Unit Relies on FSR to Submit Requisition
FSR Relies on Depot to Submit Requisition
Delay with FSR closing out Requisition
Misuse of Priority Designator
Does not take into account demands filled
thru repair process
Government Transportation
Customer Response Time (CRT)
CRT = Combination of Requisition Processing and Repair of Repairables (ROR)
Recommendation for Supply and ROR
Count all Requisitions
User
FSR
Depot
Implement Automated Inventory Control Process
Update LMI Data Base with Provisioning Type Data
Address all Lead Times
Recoverability Codes
Refresher Training on UPAS
Reduce all ROR lead times by 20%
Track all ROR actions in UPAS
Implement Tracking Process for Unserviceables
Identify Direct Exchange Items
Subcontractor/Vendor Support Agreements
Flow Metrics to subs
Conduct Subcontractor/Vendor Conference
Customer Response Time (CRT) – What we think it is !
CRT = Combination of Requisition Processing and Repair of Repairables (ROR)
CRT= Total Number of Requisitions and ROR’s – Late Requisitions and ROR’s
Total Number of Requisitions and ROR’s
Result of Customer Response Time (CRT) Discussions
2 Metrics
Customer Wait Time and Depot Maintenance Ratio
Customer Wait Time (CWT)
CWT= Total Number of Requisitions – Late Requisitions
Total Number of Requisitions
DMR= Total Hours
# of Open Maintenance Actions
LMR= Total Hours
# of Unscheduled Maintenance Actions (UMA)
Terms And Conditions
The contractor shall maintain a LMR of 8 through 12:1
TH= Total System Flight Hours. All fielded system TM shall be summed into a
Quarterly total.
UMA= Maintenance actions that are required to return the systems or subsystem
to a mission capable status due to component failure beyond the routine preventive
maintenance actions defined in the UAVS TMs. UMAs include stand alone UMAs
and, in some case of the parent child MAs, only the subordinate UMAs will be counted.
The LMR shall be calculated using both actual data and data obtained by analysis when
Recommended engineering changes have not been funded for implementation.
LMR= Total Hours
# of Unscheduled Maintenance Actions (UMA)
CONS
Engineering Services currently not included
in PBL Contract
Requires up front investment
PROS
Measurable
Data Collection Process In place
LMR= Total Hours
# of Unscheduled Maintenance Actions (UMA)
Considerations
Goals
Reduce Mishaps
Reduce Unscheduled Maintenance Actions
Improve Reliability
Accountability
Improve Maintainability
Measurable
Data Collection Process
Achievable
Adjust Weight Factor
Impact
Cost
Cost Sharing Associated with
Mechanical Failures
System Status Readiness
Recommendations
Include Engineering Services in PBL
Cost Study/Trade Analysis
Include Mishap Investigation in PBL
FSR = Field Service Representative Quotient
Defined as Customer Satisfaction Quotient
Terms And Conditions
The parties agree that the contractor shall achieve a minimum
Satisfactory FSR rating:
The FSR Customer Assessment Report (FCA) will be used to determine
the FSR quarterly rating. All FCA reports will be summed and a straight
Average will be used to determine FSR rating.
Ratings on the FCA report are 5=Outstanding
4=Good
3=Satisfactory
2=Below Average
1=Poor
The contractor shall only retain FSR Teams that maintain a performance
rating of “Satisfactory or better on the FCA appraisal”
FSR = Field Service Representative Quotient
Defined as Customer Satisfaction Quotient evaluated via CSAP Report
CONS
Subjective not Quantitative
Limited feedback from OIF Units
Minimum measurement of FSR performance
FSR have limited control of unit operations
PROS
Customer Feedback
Measurable
Data Collection Process In place
Subjective
FSR Represent OEM and GOV PMO
FSR Performance = Mishap Reduction
Recommendations
Enhance FSR Training
Measure FSR by UPAS Transactions
Measure FSR by Mishap per flight hour
Improve MOA with Gaining Units
Reduce FSR Footprint
Collocated Unit
Division FSR Support
two year period with quarterly goals
Alignment to Known Warfighter Requirements
ORD Requirements and Corresponding PBL Metrics
UAVS PBL Metrics Definitions
Colors show where
PBL metrics
Support
ORD Requirements!
Current
Recommended ?
To facilitate the change from Cost contracts to Fixed / Incentive Fee type contracts – The FY 06 efforts will review collected actual cost during each scoring meeting to determine how much cost can be quantified and compared to the definitized cost target proposed.
Based on Performance
The Composite Incentive Score (IS) is calculated and Fee is then determined
via the following Table found in Section H of the PBL Contract.
Exceeded Metrics
IS = 93
Achieved Metrics
IS = 85