1 fy02 asa presentation provide nih events management services presented by: ken ryland marianne...
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1
FY02 ASA Presentation
Provide NIH Events Management Services
FY02 ASA Presentation
Provide NIH Events Management Services
Presented by:
Ken RylandMarianne Bachmann
Office of Research ServicesNational Institutes of Health
18 November 2002
Presented by:
Ken RylandMarianne Bachmann
Office of Research ServicesNational Institutes of Health
18 November 2002
2
Table of ContentsTable of Contents
Main PresentationASA Template ……………………………….……………………………….4Customer Perspective……………………….……………………………….5
Customer Segmentation …………………….……………………………………6-7Customer Satisfaction……………………….…………………………………….8-10Unique Customer Measures………………….…………………………………..11-14
Internal Business Process Perspective…………………………………….15Service Group Block Diagram……………………………………………………16Conclusions from Discrete Services Deployment Flowcharts………………..17-19Process Measures…………………………………………………………………20-22
Learning and Growth Perspective………………………………………….23Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data……..24Analysis of Readiness Conclusions…………………………………………….25Unique Learning and Growth Measures………………………………………..26
Financial Perspective………………………………………………………..27Unit Cost: ……………………………………………………………………… 28-29Asset Utilization……………………………………………………………………30Unique Financial Measures: Billable Hours …………………………………..31
Conclusions and Recommendations……………………………………….32Conclusions from FY02 ASA..……………………………………………………33Recommendations…………………………………………………………………34
Main PresentationASA Template ……………………………….……………………………….4Customer Perspective……………………….……………………………….5
Customer Segmentation …………………….……………………………………6-7Customer Satisfaction……………………….…………………………………….8-10Unique Customer Measures………………….…………………………………..11-14
Internal Business Process Perspective…………………………………….15Service Group Block Diagram……………………………………………………16Conclusions from Discrete Services Deployment Flowcharts………………..17-19Process Measures…………………………………………………………………20-22
Learning and Growth Perspective………………………………………….23Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data……..24Analysis of Readiness Conclusions…………………………………………….25Unique Learning and Growth Measures………………………………………..26
Financial Perspective………………………………………………………..27Unit Cost: ……………………………………………………………………… 28-29Asset Utilization……………………………………………………………………30Unique Financial Measures: Billable Hours …………………………………..31
Conclusions and Recommendations……………………………………….32Conclusions from FY02 ASA..……………………………………………………33Recommendations…………………………………………………………………34
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Table of ContentsTable of Contents
AppendicesPage 2 of your ASA Template
Customer segments graphs
Customer satisfaction graphs
Block diagram
Process maps
Process measures graphs
Learning and Growth graphs
Analysis of Readiness Information
Unit cost graphs
Asset utilization graphs
Any unique measures graphs
AppendicesPage 2 of your ASA Template
Customer segments graphs
Customer satisfaction graphs
Block diagram
Process maps
Process measures graphs
Learning and Growth graphs
Analysis of Readiness Information
Unit cost graphs
Asset utilization graphs
Any unique measures graphs
4
5
Customer PerspectiveCustomer Perspective
6
Customer Segmentation – Top 10 Clients in Conference ServicesCustomer Segmentation – Top 10 Clients in Conference Services
0
5
10
15
20
25
30
35
OD
NC
I
NA
ID
OR
S
NIN
DS
CC
NIM
H
NH
LB
I
NH
GR
I
NIC
HD
Percent
0
5
10
15
20
25
30
35
OD
NC
I
NA
ID
OR
S
NIN
DS
CC
NIM
H
NH
LB
I
NH
GR
I
NIC
HD
Percent
7
Customer Segmentation – Multimedia ServicesCustomer Segmentation – Multimedia Services
02468
1012141618
CC
NC
I
OD
NIN
DS
NIA
ID
NIC
HD
NID
DK
NH
LBI
NIM
H
OR
S
Revenue FY '99Revenue FY '00Revenue FY '01Revenue FY '02
02468
1012141618
CC
NC
I
OD
NIN
DS
NIA
ID
NIC
HD
NID
DK
NH
LBI
NIM
H
OR
S
Revenue FY '99Revenue FY '00Revenue FY '01Revenue FY '02
Percentage of Revenue
8
FY02 ORS Customer Survey Data for the Annual Self Assessments
Service Group 30:
Provide NIH Events Management Services
22 October 2002
Summary Prepared by Janice Rouiller, SAIC
FY02 ORS Customer Survey Data for the Annual Self Assessments
Service Group 30:
Provide NIH Events Management Services
22 October 2002
Summary Prepared by Janice Rouiller, SAIC
9
MethodologyMethodology• NIH Conference Services Customer Survey
• Developed based on focus groups
• Administered twice during FY2002
• Survey revised after Q2 FY2002
• Customer Sample• Representative sample of meetings selected each month
• Survey sent through email via Project Officer
• Results returned to Office of Quality Management
• Data analyzed by contractor for FY02 NIH Events Management Services Annual Self-Assessment (ASA)
• NIH Conference Services Customer Survey• Developed based on focus groups
• Administered twice during FY2002
• Survey revised after Q2 FY2002
• Customer Sample• Representative sample of meetings selected each month
• Survey sent through email via Project Officer
• Results returned to Office of Quality Management
• Data analyzed by contractor for FY02 NIH Events Management Services Annual Self-Assessment (ASA)
10
Survey Distribution Survey Distribution
Number of Surveys Distributed 102
Number of Surveys Returned 30
Response Rate 29%
Number of Surveys Distributed 102
Number of Surveys Returned 30
Response Rate 29%
11
Scheduling Meetings (cont.) Overall Satisfaction With Scheduling ExperienceScheduling Meetings (cont.) Overall Satisfaction With Scheduling Experience
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 4.88 5.79 5.75 5.92 6.50
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
12
Meeting Events (cont.) Overall Satisfaction With Meeting Event ExperienceMeeting Events (cont.) Overall Satisfaction With Meeting Event Experience
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent. Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 5.06 6.26 6.00 6.29 6.54
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
13
What One Improvement Would You Like To See?What One Improvement Would You Like To See?
• YES! I am so disturbed by the lack of conference space, even scheduling well over one year in advance, for a large and important NIMH lecture series. We have had to put off international speakers because the large conference rooms were already booked. I had to beg and plead all over campus for the others, it's really a shame. This is very unfortunate given that we are the world's largest research institution, but don't have rooms for the world experts to come and speak.
• More conference rooms so it is easier to find a location!• More rooms available.• Online booking.• Better quality and newer technology AV equipment. • Not to have the individual Branches/Programs charged.• It would be great to have videoconferencing available in Building 31, C
wing conference rooms.
• YES! I am so disturbed by the lack of conference space, even scheduling well over one year in advance, for a large and important NIMH lecture series. We have had to put off international speakers because the large conference rooms were already booked. I had to beg and plead all over campus for the others, it's really a shame. This is very unfortunate given that we are the world's largest research institution, but don't have rooms for the world experts to come and speak.
• More conference rooms so it is easier to find a location!• More rooms available.• Online booking.• Better quality and newer technology AV equipment. • Not to have the individual Branches/Programs charged.• It would be great to have videoconferencing available in Building 31, C
wing conference rooms.
14
What One Improvement Would You Like To See?What One Improvement Would You Like To See?
• The person on the phone who set up my most recent conference was so efficient and helpful. When one place that we were originally trying to book was not available, she recommended others which turned out to be even better. Thanks so much for a great meeting.
• The Natcher Conference Center staff was very helpful and friendly and made the meeting run smoothly.
• Thank you, thank you, thank you for the additional chairs for the NSC. They were a blessing in disguise.
• So far I have been extremely pleased with the arrangements I make. Since I am never on site I really don't know how the AV technician responds, but I have had no complaints from the doctors here.
• Over the last 6 months, customer service has improved. Continued training should be provided to operators and staff on regular duty at conference facilities, excellent service could be maintained.
• Everything else was great!
• The person on the phone who set up my most recent conference was so efficient and helpful. When one place that we were originally trying to book was not available, she recommended others which turned out to be even better. Thanks so much for a great meeting.
• The Natcher Conference Center staff was very helpful and friendly and made the meeting run smoothly.
• Thank you, thank you, thank you for the additional chairs for the NSC. They were a blessing in disguise.
• So far I have been extremely pleased with the arrangements I make. Since I am never on site I really don't know how the AV technician responds, but I have had no complaints from the doctors here.
• Over the last 6 months, customer service has improved. Continued training should be provided to operators and staff on regular duty at conference facilities, excellent service could be maintained.
• Everything else was great!
15
Internal Business Process PerspectiveInternal Business Process Perspective
16
Service Group Block DiagramService Group Block Diagram
Provide
Conference Services
Provide
Conference Services
Provide
Multi-media Services
Provide
Multi-media Services
Events ManagementEvents Management
17
Conference Services Block DiagramConference Services Block Diagram
18
19
• We combined the Meeting request form and the Security Approval form into one.
• Migrating from temporary web page to Remedy software. (Tracking data)
• Paradigm shift in the responsibilities of the Conference Coordinators from order takers to Event planners. (Advantage increased availability and utilization of rooms)
• The SSFAS billing system is too complicated and is driving up operating costs
• We combined the Meeting request form and the Security Approval form into one.
• Migrating from temporary web page to Remedy software. (Tracking data)
• Paradigm shift in the responsibilities of the Conference Coordinators from order takers to Event planners. (Advantage increased availability and utilization of rooms)
• The SSFAS billing system is too complicated and is driving up operating costs
Conclusions from Discrete Services Deployment FlowchartsConclusions from Discrete Services Deployment Flowcharts
20
Note: Though not significant, a downward trend occurred after September 2001. The process also became less predictable.Note: Though not significant, a downward trend occurred after September 2001. The process also became less predictable.Individual Values: Total Number of Events
400
600
800
1000
1200
1400
Month/Year
Ind
ivid
ual
Val
ues
(X
)
Total # Events 1051 963 902 1083 1053 1089 1119 1116 1039 923 844 838 956 842 648 791 834 863 897 937 764 739 571 831
O-00 N-00 D-00 J-01 F-01 M-01 A-01 M-01 J-01 J-01 A-01 S-01 O-01 N-01 D-01 J-02 F-02 M-02 A-02 M-02 J-02 J-02 A-02 S-02
LCL = 831
mR = 1002
UCL = 1102
mR = 806
UCL = 1173
LCL = 510
Moving Range: Total Number of Events
0
100
200
300
400
Month/Year
Mo
vin
g R
ang
e (m
R)
Moving Range 88 61 181 30 36 30 3 77 116 79 6 118 114 194 143 43 29 34 40 173 25 168 260
N-00 D-00 J-01 F-01 M-01 A-01 M-01 J-01 J-01 A-01 S-01 O-01 N-01 D-01 J-02 F-02 M-02 A-02 M-02 J-02 J-02 A-02 S-02
UCL = 210
mR = 64
UCL = 363
mR = 111
21
FY’02 Conference Room UtilizationFY’02 Conference Room UtilizationFY02 Conference Room Utilization
0
200
400
600
800
1,000
1,200
1,400
1 Room
151
10 L
ipset
t Am
phitheat
er
31/6
C Room
10
31/6
C Room
7
31/6
C Room
9
40 V
id C
onf Room
120
7
45 B
alcony B
45 M
ain A
uditoriu
m
45 R
oom C
1/C2
45 R
oom E
1/E2
45 R
oom G
1/G
2
45 R
oom J
Vid
Tel
50 R
oom 1
227/
1233
Lobby
60 C
lass
134
6001
Exe
c Room
A1/
A2
6001
Exe
c Room
C
6001
Exe
c Room
E V
id T
el
EPN Room
CDEF
EPN Room
EEPN R
oom G
EPN Room
J
RKL2
Room 9
112/9
116
Hlf
Day
2Hr
22
FY 2001- 2002 - Web CastsFY 2001- 2002 - Web Casts
0
10
20
30
40
50
60
70
80
Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
FY 2001FY 2002
0
10
20
30
40
50
60
70
80
Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
FY 2001FY 2002
23
FY02 Learning and Growth (L&G) Data for the Annual Self Assessments
Service Group 30:
Provide NIH Events Management Services
26 September 2002
Summary Prepared by the Office of Quality Management
FY02 Learning and Growth (L&G) Data for the Annual Self Assessments
Service Group 30:
Provide NIH Events Management Services
26 September 2002
Summary Prepared by the Office of Quality Management
24
Learning and Growth Data TableLearning and Growth Data Table
About one week sick leave per employeeAbout one week sick leave per employee
About 2 awards for every 3 employeesAbout 2 awards for every 3 employees
19% employee turnover19% employee turnover
2 ADR case out of 16 employees2 ADR case out of 16 employees
Pop
ulat
ion
Est
imat
e
No.
of S
epar
atio
ns
Turn
over
Rat
eTo
tal H
ours
of S
ick
Leav
e U
sed
Ave
rage
Hou
rs o
f
Sic
k Le
ave
Use
d
Num
ber
of A
war
ds
Rec
eive
dA
vera
ge N
umbe
r of
Aw
ards
Rec
eive
d
Num
ber
of E
EO
Com
plai
nts
Ave
rage
Num
ber
of
EE
O C
ompl
aint
s
Num
ber
of E
R C
ases
Ave
rage
Num
ber
of
ER
Cas
esN
umbe
r of
AD
R
Cas
esA
vera
ge N
umbe
r of
AD
R C
ases
5745 16 3 0.19 589 37 10 0.63 0 0.00 0 0.00 2 0.13Service
Group 30 Total
16 3 0.19 589 37 10 0.63 0 0.00 0 0.00 2 0.13
25
Summary of Service Group 30 Learning and Growth DataSummary of Service Group 30 Learning and Growth Data
• Twenty percent employee turnover• Three summer interns departed
• About one week sick leave per employee• About 2 awards for every 3 employees• 2 ADR cases out of 16 employees
• Twenty percent employee turnover• Three summer interns departed
• About one week sick leave per employee• About 2 awards for every 3 employees• 2 ADR cases out of 16 employees
26
Analysis of Readiness Conclusions Analysis of Readiness Conclusions
Customer Perspective:· Contract for customer survey data analysis & evaluation · Deploy web based customer survey data collection tool Internal Business Perspective:· Develop project management skills and abilities· Develop video production and meeting planning skills and abilities· Accelerate multimedia equipment and system replacements Learning and Growth Perspective:· Build up verbal and written communication skills and abilities· Expand client relation skills Financial Perspective:· Develop quantitative and analytical skills and abilities· Expand budget and financial knowledge
Customer Perspective:· Contract for customer survey data analysis & evaluation · Deploy web based customer survey data collection tool Internal Business Perspective:· Develop project management skills and abilities· Develop video production and meeting planning skills and abilities· Accelerate multimedia equipment and system replacements Learning and Growth Perspective:· Build up verbal and written communication skills and abilities· Expand client relation skills Financial Perspective:· Develop quantitative and analytical skills and abilities· Expand budget and financial knowledge
27
Financial PerspectiveFinancial Perspective
28
Conference Services Room Category Rates vs. Market Rates
Conference Services Room Category Rates vs. Market Rates
$3,000
$6,000
$2,000
$750
$2,000
$6,500
$2,500
$4,000
$1,200$1,400$1,500
$840
$2,500
$750$450
$250
$1,250
$2,250
$3,250
$4,250
$5,250
$6,250
$7,250
Small Rm14 - 45
Medium Rm50 - 90
Large Room100 - 150
MediumAud 100
Large Aud270 - 500
Market Day NIH Day NIH Half Day
29
Multimedia ServicesFY 1998 - 2003 - Hourly Rates
Multimedia ServicesFY 1998 - 2003 - Hourly Rates
0
20
40
60
80
100
120
140
FY 1998 FY 1999 FY 2000 FY 2001 FY 2002 FY 2003
EM's Hourly Rate
Contract Multimedia
0
20
40
60
80
100
120
140
FY 1998 FY 1999 FY 2000 FY 2001 FY 2002 FY 2003
EM's Hourly Rate
Contract Multimedia
30
Conference Services – Asset UtilizationConference Services – Asset Utilization
1,500
2,000
2,500
3,000
3,500
4,000
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Actual hours
Target
1,500
2,000
2,500
3,000
3,500
4,000
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Actual hours
Target
Ho
urs
Ho
urs
MonthsMonths
31
Multimedia Services FY 2001- 2002 – Billable Hours
Multimedia Services FY 2001- 2002 – Billable Hours
0
100
200
300
400
500
600
700
800
900
Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
FY 2001
FY 2002
0
100
200
300
400
500
600
700
800
900
Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
FY 2001
FY 2002
Target HoursTarget Hours
32
Conclusions and Recommendations Conclusions and Recommendations
33
Conclusions from FY02 ASAConclusions from FY02 ASA
• Need for more rooms which have a capacity of 100 to 150.
• September 11th had a dramatic impact on the non-mission related meetings. (Eliminated after hours)
• Fee for Service has made clients more cost conscious, reduced multiple bookings, findings rooms which they do not have to pay fees.
• Cancellation Fee & New scheduling software implementation.
• Availability of rooms will increase.
• Need for more rooms which have a capacity of 100 to 150.
• September 11th had a dramatic impact on the non-mission related meetings. (Eliminated after hours)
• Fee for Service has made clients more cost conscious, reduced multiple bookings, findings rooms which they do not have to pay fees.
• Cancellation Fee & New scheduling software implementation.
• Availability of rooms will increase.
34
• Continue to upgrade facilities. (Multimedia equipment and infrastructure) Conference Room #1/151, Lipsett, Natcher Conference Center Control System, #31 6 & 10.
• New Conference facilities (CRC, NSC, Democracy, Parklawn)
• Develop and Implement an NIH wide policy mandating Conference rooms with a capacity of 50 or more be centrally managed.
• Purchase and install non linear editing systems• Collaborate with DSS to prepare and implement a
contract for captioning services.• Installation of wireless LAN
• Continue to upgrade facilities. (Multimedia equipment and infrastructure) Conference Room #1/151, Lipsett, Natcher Conference Center Control System, #31 6 & 10.
• New Conference facilities (CRC, NSC, Democracy, Parklawn)
• Develop and Implement an NIH wide policy mandating Conference rooms with a capacity of 50 or more be centrally managed.
• Purchase and install non linear editing systems• Collaborate with DSS to prepare and implement a
contract for captioning services.• Installation of wireless LAN
RecommendationsRecommendations
35
AppendicesAppendices
36
AppendicesAppendices
• Include the following:
• Page 2 of your ASA Template• Customer segments graphs • Customer satisfaction graphs• Block diagram• Process maps• Process measure graphs• Learning and Growth graphs• Analysis of Readiness Information • Unit cost graphs• Asset utilization graphs• Any unique measures graphs
• Include the following:
• Page 2 of your ASA Template• Customer segments graphs • Customer satisfaction graphs• Block diagram• Process maps• Process measure graphs• Learning and Growth graphs• Analysis of Readiness Information • Unit cost graphs• Asset utilization graphs• Any unique measures graphs
37
Customer PerspectiveCustomer Perspective
DS1: Provide Conference Services
DS2: Provide Multi-Media Services
Number of events scheduled by month
Length of events by facility
Revenue from studio shoots by month
Number of webcast programs by customer
Increase understanding of processes.
Increase customer satisfaction
Performance Objective Performance Measure
Internal Business Process Perspective
Complete process maps of Service Group/Discrete Services
DS1: Provide Conference Services - Increase understanding of customer needs
Customer satisfaction ratings from the ORS Customer Scorecard for each Discrete Service
Number and type of suggested improvements
Identify methods to measure processes.
Number of events scheduled by facility
Identify and report on process measures for Discrete Services
Performance Objective
Increase understanding of customer base
Customer PerspectivePerformance Measure
Customer segmentation of Discrete Services
38
MethodologyMethodology
• All data represent occurrences from Oct 2001 - June 2002
• Data analyzed covered period between October 1st and end of June to provide time to analyze and present the data
• ORS Human Resources (HR) provided data on:• Turnover• Sick leave• Awards
• HR data stored in NIH databases by Standard Administrative Codes (SACs)
• Developed cross-reference of ORS Service Groups to SACs• Almost all SACs assigned to Service Groups • Some Service Groups have identical SACs
• In this case, two Service Groups will receive same set of data
• All data represent occurrences from Oct 2001 - June 2002
• Data analyzed covered period between October 1st and end of June to provide time to analyze and present the data
• ORS Human Resources (HR) provided data on:• Turnover• Sick leave• Awards
• HR data stored in NIH databases by Standard Administrative Codes (SACs)
• Developed cross-reference of ORS Service Groups to SACs• Almost all SACs assigned to Service Groups • Some Service Groups have identical SACs
• In this case, two Service Groups will receive same set of data
39
Methodology (cont.)Methodology (cont.)
• Also obtained data from: • Equal Employment Opportunity (EEO)
• Number of EEO complaints
• Employee Relations (ER)• Number of ER cases
• Alternative Dispute Resolution (ADR)• ADR cases
• Also obtained data from: • Equal Employment Opportunity (EEO)
• Number of EEO complaints
• Employee Relations (ER)• Number of ER cases
• Alternative Dispute Resolution (ADR)• ADR cases
40
Interpreting Your DataInterpreting Your Data
• FY02 is the first time L&G data were collected and analyzed• Compare your Service Group relative to the other ORS Service
Groups • What are all the L&G indicators telling you?• In the future your group should compare itself to its own Service
Group data over time
• Interpret data in terms of other ASA data• Customer satisfaction ratings• Process measures• Financial measures
• Does the L&G data, when compared to data in other perspectives, show potential relationship (could L&G be contributing to customer satisfaction results)?
• From reviewing your Service Group’s L&G data, what could be done to improve Quality of Work Life (QOWL)?
• FY02 is the first time L&G data were collected and analyzed• Compare your Service Group relative to the other ORS Service
Groups • What are all the L&G indicators telling you?• In the future your group should compare itself to its own Service
Group data over time
• Interpret data in terms of other ASA data• Customer satisfaction ratings• Process measures• Financial measures
• Does the L&G data, when compared to data in other perspectives, show potential relationship (could L&G be contributing to customer satisfaction results)?
• From reviewing your Service Group’s L&G data, what could be done to improve Quality of Work Life (QOWL)?
41
Service Group Turnover Rate Service Group Turnover Rate
• Calculated as the number of separations for a Service Group / Population of Service Group• Separations defined as:
• Retirements (separation codes 3010, 3020, 3022)• Resignations (separation codes 3120, 3170)• Removals (separation codes 3300)• Terminations (separation codes 3520, 3550, 3570)• Promotions to new organization (separation codes 7020)• Reassignments (separation code 7210)
• Note that transfers/promotions within ORS Divisions/Offices are not captured by the NIH database
• Calculated as the number of separations for a Service Group / Population of Service Group• Separations defined as:
• Retirements (separation codes 3010, 3020, 3022)• Resignations (separation codes 3120, 3170)• Removals (separation codes 3300)• Terminations (separation codes 3520, 3550, 3570)• Promotions to new organization (separation codes 7020)• Reassignments (separation code 7210)
• Note that transfers/promotions within ORS Divisions/Offices are not captured by the NIH database
42
Service Group Turnover Rate (cont.)Service Group Turnover Rate (cont.)
• Calculation of Service Group population was needed since number of employees changes over time • Population for Service Group was estimated
based on average of employee count at three snapshots in time (Nov 2001, Feb 2002, June 2002)
• Calculation of Service Group population was needed since number of employees changes over time • Population for Service Group was estimated
based on average of employee count at three snapshots in time (Nov 2001, Feb 2002, June 2002)
43
0.00
0.05
0.10
0.15
0.20
0.25
0.30
0.35
12 16 21 30 27 20 42 13 41 3 24 23 7 18 1 2 10 11 17 31 26 25 40 28 37 29 33 39 5 32 36 38 4 8 9 14 15 19 34 35 43
Service Group Turnover Rate (Oct 2001 - June 2002)
Service Group Turnover Rate (Oct 2001 - June 2002)
Service Group NumberService Group Number
Tu
rno
ve
r R
ate
44
Average Hours of Sick Leave UsedAverage Hours of Sick Leave Used
• Calculated as the total number of sick leave hours used for a Service Group / Population of Service Group
• Calculated as the total number of sick leave hours used for a Service Group / Population of Service Group
45
0
10
20
30
40
50
60
70
80
14 3 9 31 8 17 43 38 36 33 41 12 30 32 28 18 29 21 39 20 16 24 27 40 35 5 23 42 19 4 34 15 37 25 26 1 2 10 11 13 7
Average Hours of Sick Leave Used(Oct 2001 - June 2002)
Average Hours of Sick Leave Used(Oct 2001 - June 2002)
Service Group NumberService Group Number
Av
era
ge
Ho
urs
46
Average Number of Awards ReceivedAverage Number of Awards Received
• Calculated as the total number of awards received / Population of Service Group
• Includes both monetary and non-monetary awards• Cash awards• QSIs• Time-off • Honorary• Customer Service
• Calculated as the total number of awards received / Population of Service Group
• Includes both monetary and non-monetary awards• Cash awards• QSIs• Time-off • Honorary• Customer Service
47
0.00
0.50
1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
9 43 1 2 10 11 40 42 7 41 12 4 5 28 39 35 32 33 8 15 36 38 34 37 29 17 14 31 16 30 19 18 13 20 21 3 24 26 25 23 27
Average Number of Awards Received(Oct 2001 - June 2002)
Average Number of Awards Received(Oct 2001 - June 2002)
Service Group NumberService Group Number
Av
era
ge
nu
mb
er
48
Average Number of EEO ComplaintsAverage Number of EEO Complaints
• Calculated the total number of EEO complaints for a Service Group / Population of Service Group
• Calculated the total number of EEO complaints for a Service Group / Population of Service Group
49
0.00
0.01
0.02
0.03
0.04
0.05
0.06
0.07
20 8 33 34 7 31 26 25 38 36 32 5 1 2 3 4 9 10 11 12 13 14 15 16 17 18 19 21 23 24 27 28 29 30 35 37 39 40 41 42 43
Average Number of EEO Complaints (Oct 2001 - June 2002)
Average Number of EEO Complaints (Oct 2001 - June 2002)
Service Group NumberService Group Number
A
ve
rag
e N
um
be
r
50
Average Number of ER CasesAverage Number of ER Cases
• Calculated the total number of ER cases for a Service Group / Population of Service Group
• Case is defined as any contact with ER Office where an action occurs (e.g., Letter is prepared)
• Calculated the total number of ER cases for a Service Group / Population of Service Group
• Case is defined as any contact with ER Office where an action occurs (e.g., Letter is prepared)
51
0.00
0.05
0.10
0.15
0.20
0.25
0.30
7 23 16 3 31 13 9 20 25 26 17 36 38 37 29 32 39 1 2 4 8 10 11 12 14 15 18 19 21 27 28 30 33 34 35 40 41 42 43
Average Number of ER Cases (Oct 2001 - June 2002)
Average Number of ER Cases (Oct 2001 - June 2002)
Service Group NumberService Group Number
Av
era
ge
Nu
mb
er
52
Average Number of ADR CasesAverage Number of ADR Cases
• Calculated the number of ADR cases for a Service Group / Population of Service Group
• Case is initiated when person contacts ADR
• Calculated the number of ADR cases for a Service Group / Population of Service Group
• Case is initiated when person contacts ADR
53
0.00
0.05
0.10
0.15
0.20
0.25
7 9 30 24 33 34 3 23 26 25 5 20 21 31 29 39 28 32 36 16 38 1 2 4 8 10 11 12 13 14 15 17 18 19 27 35 37 40 41 42 43
Average Number of ADR Cases (Oct 2001 - June 2002)
Average Number of ADR Cases (Oct 2001 - June 2002)
Service Group NumberService Group Number
Av
era
ge
Nu
mb
er
54
NIH Conference ServicesFY02 Customer SegmentationNIH Conference ServicesFY02 Customer Segmentation
9
7
4
3
2
1 1
0 00
1
2
3
4
5
6
7
8
9
10
Administrator,Secretary,Assistant
Other ProgramCoordinator,
Specialist
Program Officer,Project Officer
Researcher,Scientist
AdministrativeOfficer
Branch, Lab Chief CommitteeManagement
Officer,Conference
Planner
Scientif ic ReviewAdministrator
Customers
Nu
mb
er o
f R
esp
on
den
ts
Data based on 28 respondents
55
Readiness Determination Working Tool
Service Group: Provide Events Management Services
Readiness Determination Working Tool
Service Group: Provide Events Management Services
56
Analysis of Readiness Conclusions Analysis of Readiness Conclusions
Customer Perspective:· Contract for customer survey data analysis & evaluation · Deploy web based customer survey data collection tool Internal Business Perspective:· Develop project management skills and abilities· Develop video production and meeting planning skills and abilities· Accelerate multimedia equipment and system replacements Learning and Growth Perspective:· Build up verbal and written communication skills and abilities· Expand client relation skills Financial Perspective:· Develop quantitative and analytical skills and abilities· Expand budget and financial knowledge
Customer Perspective:· Contract for customer survey data analysis & evaluation · Deploy web based customer survey data collection tool Internal Business Perspective:· Develop project management skills and abilities· Develop video production and meeting planning skills and abilities· Accelerate multimedia equipment and system replacements Learning and Growth Perspective:· Build up verbal and written communication skills and abilities· Expand client relation skills Financial Perspective:· Develop quantitative and analytical skills and abilities· Expand budget and financial knowledge
57
NIH Conference Services (cont.) FY02 Conference Room UseNIH Conference Services (cont.) FY02 Conference Room Use
11
6 6
5 5
4
2 2
1
0 00
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Natch
er C
ente
rEPN
Rockle
dge
Bldg. 3
1 - 6
th flo
or
Neuro
scien
ces
Bldg 1
(Wils
on H
all)
Mas
ur/L
ipset
t
Oth
er
Bldg 5
0
Bldg 6
0
6001
Exe
cutiv
e Plaz
a
Conference Rooms
Nu
mb
er o
f T
imes
Ro
om
Uti
lize
d
Data based on 28 respondents
58
NIH Conference Services (cont.) FY02 Meeting TypeNIH Conference Services (cont.) FY02 Meeting Type
12
9 9
8
7
4
1
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Staff, Branch, Institute Council, Consensus,Advisory Committee
Steering, Planning Educational Seminars,Training Classes,
ProfessionalDevelopment
Research, Medical,Symposiums
Social, Recreational Other
Nu
mb
er o
f M
eeti
ng
s
Data based on 28 respondents
59
Scheduling Meetings FY02 Number of Meetings ScheduledScheduling Meetings FY02 Number of Meetings Scheduled
0
14
4
10
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
None One to Five Six to Ten More thatn 10
Number of Meetings
Nu
mb
er o
f M
eeti
ng
s
Data based on 28 respondents
60
Scheduling Meetings (cont.) FY02 Most Recent Scheduling ExperienceScheduling Meetings (cont.) FY02 Most Recent Scheduling Experience
27
10
0
5
10
15
20
25
30
Jan - March 2002 Oct - Dec 2001 Prior to Oct 2001
Most Recent Scheduling Experience
Nu
mb
er o
f M
eeti
ng
s
Data based on 28 respondents
61
Scheduling Meetings (cont.) Call Answered PromptlyScheduling Meetings (cont.) Call Answered Promptly
Percent "Yes"
96%93%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
62
Scheduling Meetings (cont.) Phone Messages Returned in a Prompt MannerScheduling Meetings (cont.) Phone Messages Returned in a Prompt Manner
Percent "Yes"
80%82%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
63
Scheduling Meetings (cont.) Asked About Pre-meeting Access to RoomScheduling Meetings (cont.) Asked About Pre-meeting Access to Room
Percent "Yes"
44%
21%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
64
Scheduling Meetings (cont.) A/V List ReviewedScheduling Meetings (cont.) A/V List Reviewed
Percent "Yes"
76%
57%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
65
Scheduling Meetings (cont.) Received Meeting ConfirmationScheduling Meetings (cont.) Received Meeting Confirmation
Percent "Yes"
96% 96%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
66
Scheduling Meetings (cont.) Received 2 Week ReminderScheduling Meetings (cont.) Received 2 Week Reminder
Percent "Yes"
52%
64%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
67
Scheduling Meetings (cont.) Satisfaction With Scheduler CompetenceScheduling Meetings (cont.) Satisfaction With Scheduler Competence
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 5.40 5.92 5.90 5.92 6.46
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
68
Scheduling Meetings (cont.) Satisfaction With Scheduler ResponsivenessScheduling Meetings (cont.) Satisfaction With Scheduler Responsiveness
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 6.47 5.68 5.00 6.12 6.50
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
69
Scheduling Meetings (cont.) Satisfaction With Scheduler CourtesyScheduling Meetings (cont.) Satisfaction With Scheduler Courtesy
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 5.73 6.29 5.25 6.40 6.71
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
70
Scheduling Meetings (cont.) Satisfaction With Ease of Changing Scheduled EventsScheduling Meetings (cont.) Satisfaction With Ease of Changing Scheduled Events
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 4.85 5.87 5.23 5.95 6.43
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
71
Scheduling Meetings (cont.) Satisfaction With Flexibility of Scheduling ProcessScheduling Meetings (cont.) Satisfaction With Flexibility of Scheduling Process
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 4.88 5.69 5.47 5.83 6.20
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
72
Meeting Events FY02 Number of Meetings AttendedMeeting Events FY02 Number of Meetings Attended
3
11
6
7
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
None One to Five Six to Ten More thatn 10
Number of Meetings
Nu
mb
er o
f M
eeti
ng
s
Data based on 28 respondents
73
Meeting Events (cont.) FY02 Most Recent Meeting ExperienceMeeting Events (cont.) FY02 Most Recent Meeting Experience
25
0 00
5
10
15
20
25
30
Jan - March 2002 Oct - Dec 2001 Prior to Oct 2001
Most Recent Meeting Experience
Nu
mb
er o
f M
eeti
ng
s
Data based on 28 respondents
74
Meeting Events (cont.) Room Set-up as RequestedMeeting Events (cont.) Room Set-up as Requested
Percent "Yes"
76%
86%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
75
Meeting Events (cont.) Know Where to Go for AssistanceMeeting Events (cont.) Know Where to Go for Assistance
Percent "Yes"
76%
86%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
76
Meeting Events (cont.) Conference Coordinator Greeted You Prior to Actual Meeting Time
Meeting Events (cont.) Conference Coordinator Greeted You Prior to Actual Meeting Time
Percent "Yes"
36%
57%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
77
Meeting Events (cont.) Room Had the Supplies You NeededMeeting Events (cont.) Room Had the Supplies You Needed
Percent "Yes"
64%
89%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
78
Meeting Events (cont.) Have the A/V Equipment You RequestedMeeting Events (cont.) Have the A/V Equipment You Requested
Percent "Yes"
64%
82%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
79
Meeting Events (cont.) A/V Equipment Operated ProperlyMeeting Events (cont.) A/V Equipment Operated Properly
Percent "Yes"
48%
75%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
80
Meeting Events (cont.) A/V Tech Available Prior to MeetingMeeting Events (cont.) A/V Tech Available Prior to Meeting
Percent "Yes"
60%64%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
81
Meeting Events (cont.) A/V Tech Available During MeetingMeeting Events (cont.) A/V Tech Available During Meeting
Percent "Yes"
52%
61%
0%
20%
40%
60%
80%
100%
Oct - Dec 2001 Jan - Feb 2002
82
Meeting Events (cont.) Satisfaction With Reliability of Room Set-upMeeting Events (cont.) Satisfaction With Reliability of Room Set-up
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 5.28 6.08 6.21 5.91 6.28
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
83
Meeting Events (cont.) Satisfaction With Cleanliness of RoomMeeting Events (cont.) Satisfaction With Cleanliness of Room
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 5.65 6.19 6.53 6.22 6.32
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
84
Meeting Events (cont.) Satisfaction With Room FurnishingsMeeting Events (cont.) Satisfaction With Room Furnishings
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 4.89 5.76 6.42 6.22 6.36
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
85
Meeting Events (cont.) Satisfaction With Conference Coordinator CompetenceMeeting Events (cont.) Satisfaction With Conference Coordinator Competence
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 5.11 6.18 5.56 6.58 6.48
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
86
Meeting Events (cont.) Satisfaction With Conference Coordinator ResponsivenessMeeting Events (cont.) Satisfaction With Conference Coordinator Responsiveness
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 4.94 5.96 5.84 6.36 6.60
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
87
Meeting Events (cont.) Satisfaction With Conference Coordinator CourtesyMeeting Events (cont.) Satisfaction With Conference Coordinator Courtesy
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 5.11 6.18 6.11 6.60 6.60
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
88
Meeting Events (cont.) Satisfaction With A/V Technician CompetenceMeeting Events (cont.) Satisfaction With A/V Technician Competence
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 5.47 6.24 6.56 6.33 6.67
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
89
Meeting Events (cont.) Satisfaction With A/V Technician ResponsivenessMeeting Events (cont.) Satisfaction With A/V Technician Responsiveness
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 5.76 6.44 6.44 6.44 6.55
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
90
Meeting Events (cont.) Satisfaction With A/V Technician CourtesyMeeting Events (cont.) Satisfaction With A/V Technician Courtesy
Note: The rating scale ranges from 1 - 7 where “1” represents Poor and “7” represents Excellent.
1.00
2.00
3.00
4.00
5.00
6.00
7.00
Quarter and Year
Me
an
Ra
tin
g
Mean Rating 5.94 6.53 6.63 6.67 6.60
Q2 FY01 Q3 FY01 Q4 FY01 Q1 FY02 Q2 FY02
91Note: A significant drop occurred after September, 2001 along with an increase in unpredictability.Note: A significant drop occurred after September, 2001 along with an increase in unpredictability.
Individual Values: Number of 2 Hour Events
0
100
200
300
400
500
600
Month/Year
Ind
ivid
ual
Val
ues
(X
)
Total # Events 416 428 412 486 420 483 450 447 400 371 340 373 298 262 221 290 323 343 364 172 100 325 281 473
O-00 N-00 D-00 J-01 F-01 M-01 A-01 M-01 J-01 J-01 A-01 S-01 O-01 N-01 D-01 J-02 F-02 M-02 A-02 M-02 J-02 J-02 A-02 S-02
LCL = 315mR = 419
UCL = 426
mR = 288
UCL = 523
LCL = 149
Signal
Moving Range: Number of 2 Hour Events
0
50
100
150
200
250
Month/Year
Mo
vin
g R
ang
e (m
R)
Moving Range 12 16 74 66 63 33 3 47 29 31 33 75 36 41 69 33 20 21 192 72 225 44 192
N-00 D-00 J-01 F-01 M-01 A-01 M-01 J-01 J-01 A-01 S-01 O-01 N-01 D-01 J-02 F-02 M-02 A-02 M-02 J-02 J-02 A-02 S-02
UCL = 128
medmR = 33
UCL = 170
medmR = 44
Signal
92Note: Not much change after September, 2001. A single signal occurred in October of 2001.Note: Not much change after September, 2001. A single signal occurred in October of 2001.
Moving Range: Number of Full Day Events
0
25
50
75
100
125
150
175
200
Month/Year
Mo
vin
g R
ang
e (m
R)
Moving Range 96 77 82 58 55 46 10 28 61 47 43 138 75 83 25 17 7 1 6 70 90 65 38
N-00 D-00 J-01 F-01 M-01 A-01 M-01 J-01 J-01 A-01 S-01 O-01 N-01 D-01 J-02 F-02 M-02 A-02 M-02 J-02 J-02 A-02 S-02
UCL = 179
mR = 55
UCL = 142
mR = 43
Individual Values: Number of Full Day Events
0
100
200
300
400
500
Month/Year
Ind
ivid
ual
Val
ues
(X
)
Total # Events 426 330 253 335 393 338 384 374 402 341 294 251 389 314 231 256 273 266 265 259 329 239 174 212
O-00 N-00 D-00 J-01 F-01 M-01 A-01 M-01 J-01 J-01 A-01 S-01 O-01 N-01 D-01 J-02 F-02 M-02 A-02 M-02 J-02 J-02 A-02 S-02
LCL = 198
mR = 343
UCL = 383
mR = 267
UCL = 483
LCL = 152
Signal
93Note: Process has become less predictable since September, 2001 with a single signal occurring in May, 2002.Note: Process has become less predictable since September, 2001 with a single signal occurring in May, 2002.
Moving Range: Number of Half Day Events
0
50
100
150
200
250
Month/Year
Mo
vin
g R
ang
e (m
R)
Moving Range 4 32 25 22 28 17 10 58 26 1 4 55 3 70 49 7 16 14 238 171 160 59 30
N-00 D-00 J-01 F-01 M-01 A-01 M-01 J-01 J-01 A-01 S-01 O-01 N-01 D-01 J-02 F-02 M-02 A-02 M-02 J-02 J-02 A-02 S-02
UCL = 85
medmR = 22
UCL = 189
medmR = 49
Signal
Individual Values: Number of Half Day Events
0
100
200
300
400
500
600
Month/Year
Ind
ivid
ual
Val
ues
(X
)
Total # Events 209 205 237 262 240 268 285 295 237 211 210 214 269 266 196 245 238 254 268 506 335 175 116 146
O-00 N-00 D-00 J-01 F-01 M-01 A-01 M-01 J-01 J-01 A-01 S-01 O-01 N-01 D-01 J-02 F-02 M-02 A-02 M-02 J-02 J-02 A-02 S-02
LCL = 170
UCL = 405
mR = 251UCL = 309
LCL = 97
Signal
mR = 239
94
• List unit cost measures for each discrete service• Bulleted statements of conclusions from unit cost
measures• Insert graphs of unit cost data if insightful
• List unit cost measures for each discrete service• Bulleted statements of conclusions from unit cost
measures• Insert graphs of unit cost data if insightful
Unit Cost MeasuresUnit Cost Measures
95
• List asset utilization measures for each discrete service
• Bulleted statements of conclusions from asset utilization measures
• Insert graphs of asset utilization data if insightful
• List asset utilization measures for each discrete service
• Bulleted statements of conclusions from asset utilization measures
• Insert graphs of asset utilization data if insightful
Asset Utilization MeasuresAsset Utilization Measures
96
• If added unique measures, list them• Bulleted statements of conclusions from data• Insert graphs of unique measure(s) if insightful
• If added unique measures, list them• Bulleted statements of conclusions from data• Insert graphs of unique measure(s) if insightful
Unique Financial MeasuresUnique Financial Measures