®. Customer Service Opportunity Model Customer Service Variance Customer Service Adjusted...
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®
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Customer Service Opportunity Model
Customer Service Variance
Customer Service Adjusted Workload
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Function Four Variance Programs
CSV
CSSOM
CSAW
Management Tools
Supervisory Tool
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Data Elements:End of Run - Auto/Mech Volumes
eFlash - Distribution, Box Volumes and
Workhours
WOS Earned Hours and Workload
WebVARS – Vending
Address Mgmt System – Routes/ Deliveries
WebCOINS – On Rolls Complement and
MPOO Designation
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CSSOM Identifies a 52 Week by Week Trend Using Established AWPS (Automated Workforce Projection System) Productivity Assumptions
Also Includes the FollowingFY07 Base DataAWPS Other TimeActual DPS Percentage (Box Section)
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CDPOM Equivalent to Function Four Overall Trend Analysis Which Allow
Planning Ahead and Looking Behind
Engine that Drives CSSOM Data Behind CSSOM Drill Down Capability to the Unit Level
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Interactive Supervisor Daily Tool to Determine Value of Workload
Manage Workhours to Workload
Allows Supervisor to Right Size Daily Scheduling of Employees in the Various Function Four Activities
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Report will reflect performance based on the scope of time selected
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AWPS Data Elements – Automated import into CSV
End of Run, eFlash, WOS, AMS, WebVars, WebCoins
Updated back to start of FY every week
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CSV Executive Summary
Percent Achieved in Auto/Mech, Manual, Retail, and Admin.
Auto/Mech, Manual, and Retail Volume Variance to Base
FTES Actual, Earned, and Variance
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Floating Icon
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AWPS breakdown of all LDC 48 workload by type
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Select Customer Service Adjusted Workload (CSAW)
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CSAW houses trend average daily volumefor each data element over the past 12 week
Based on the allocation by the user, CSAW projects the average volume for each
day of the coming week
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CSAW houses AWPS productivity factorsfor each data element
Based on trend volume, average earned daily workhours are projected for each
data element
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CSAW then calculates the earned value of the workloadby LDC and by day for the coming week
The projected workload value for the week creates the projectednumber of hours to schedule to each day
0.00 0.000.000.000.000.00 0.00 0.00
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Click on day of weekEnter Dist and Box Volume
Post Daily Volume
46.49
70.79
92.94
19.95
00.00
11.53
231
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WOS transactions and SSA volume daily feed
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Earned workhour value by LDCadjusts according to volume
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TACS workhours by LDC for previous dayImport every morning by 6AM local time
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Running total for the week,Actual plus projected values
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Select Customer Service Adjusted Workload Performance Review for previous week
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Daily distribution and Box volume From manual entry
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Daily Retail transactions and SSA volume – Automatic feed from WOS
Target 6AM local time
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Vending LDC 46 and Admin LDC 48Daily value as allocated by end user
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Earned Hours by LDC by dayTotal for the week
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TACS actual Hours by LDC by dayTotal for the week
Target import by 6AM local time
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Daily variance by LDC by dayTotal for the week
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Daily hours per posted scheduleTotal for the week
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Weekly variance by LDC Total for the week
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Sick Leave, Over time, Penalty OT Total for the week
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Total CSV F4 Variance for the week,Broken down to the day
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CSSOM / CSV / CSAW
Dynamic F-4 Performance Models
Standardized MethodologyStandardized Data SourceNational to Unit Level Line of SiteForecasting - Plan Ahead, Track BehindRelevant, Actionable Data