Presentation on theme: "Logistics System Functional Resource Group (LSFRG)"— Presentation transcript:
1 Logistics System Functional Resource Group (LSFRG) LtCol J. L. MyrkaMateriel Readiness OfficerII Marine Expeditionary Force16 January 2013
2 UNCLASSIFIEDBackgroundThe LSFRG is a construct developed by HQMC (LPC-2) to meet the emerging demands of guiding the functionality and employment and GCSS-MC. The LSFRG is not a “physical” organization in II MEF but will be comprised of three specially trained individuals in each MSC and 10 Intermediate Support Activity personnel that are provided Roles and Responsibilities in GCSS-MC beyond that of a User or the Unit User Account Manager (UUAM) at the Battalion/Squadron level. HQMC envisions that members of the LSFRG will be able to trouble shoot “REMEDY” tickets from users at the Unit level and provide a kind of “Buddy Aide.” The members of the LSFRG will be able to look into the User’s Account, Service Requests, requisitions, and other supply and financial related areas to better understand the problem reported in REMEDY and assist the UUAM/User or endorse and elevate the problem to the SPAWAR Help Desk.UNCLASSIFIED
3 UNCLASSIFIEDDiscussionThe LSFRG is a naming convention within GCSS-MC but its primary goal is to give existing organizations (MSC) more visibility within the system and enable Marines to better assist. Each MSC would have its own resource group through which issues (via phone, , or Remedy) can be routed. If the MSC cannot solve it or at least ensure that self-help has been applied (i.e. Knowledge Base and FAQ) it will go to the Intermediate Support Activity (SMU/MISCO). If the ISA cannot remediate it will go to MCLC and the PMO. HQMC desires to have the MSCs engaged and aware of the issues their units are having prior to escalating the REMEDY ticket to the next level.UNCLASSIFIED
4 Enterprise Level Help Desk UNCLASSIFIEDLSFRG Phase 11) BATTALION IDENTIFIES A POTENTIAL ISSUE WITH GCSS‐MC MAINTENANCE/SUPPLY/FINANCIAL FUNCTIONALITY AND CONDUCTS SELF HELP ACTIONS TO INCLUDE INITIAL USER TRAINING, THE GCSS‐MC WEB PAGE, KNOWLEDGE BASE, FREQUENTLY ASKED QUESTIONS (FAQ) AND DIRECT SUPPORT FROM UNIT USER ACCOUNT MANAGERS (UUAMS). IF THE ISSUE IS NOT RESOLVED AND IS TECHNICAL IN NATURE IT WILL BE FORWARDED TO THE GCSS‐MC PMO HELP DESK. IF IT IS FUNCTIONAL IN NATURE IT WILL BE ESCALATED TO THE MSC LSFRG.2) THE MSC LSFRG WILL INVESTIGATE AND ATTEMPT TO RESOLVE AT THEIR LEVEL. IF NOT RESOLVED THE MSC LSFRG MAY OPT TO PASS DIRECTLY TO THE ENTERPRISE HELP DESK OR ESCALATED TO THE INTERMEDIATE SUPPORT ACTIVITY (ISA).3) THE ISA LSFRG WILL INVESTIGATE AND ATTEMPT TO RESOLVE AT THEIR LEVEL. IF NOT RESOLVED THE ISA LSFRG MAY OPT TO PASS DIRECTLY TO THE ENTERPRISE HELP DESK OR ESCALATED TO MARINE CORPS LOGISTICS COMMAND (MCLC).4) MCLC WILL INVESTIGATE AND ATTEMPT TO RESOLVE AT THEIR LEVEL. IF NOT RESOLVED MCLC WILL ESCALATE TO THE ENTERPRISE HELP DESK.5) IF RESOLVED BY THE ENTERPRISE HELP DESK THE APPROPRIATE FAQ AND KNOWLEDGE BASE WILL BE UPDATED.6) All TECHNICAL ISSUES CAN GO DIRECTLY TO THE ENTERPRISE HELP DESK WHERE THEY WILL BE RESOLVED OR THE SYSTEM CHANGE REQUEST PROCESS WILL BE INITIATED.*IF THE ISSUE CAN BE SOLVED AT ANY PARTICULAR LEVEL IT STOPS AT THAT LEVEL.**TECHNICAL ISSUES CAN BE ADDRESSED TO THE GCSS‐MC PMO HELP DESK DIRECTLY.NOTE – DASHED LINES REPRESENT A DIRECT LINK TO THE ENTERPRISE HELP DESK FOR RESOLUTION OF TECHNICAL ISSUES.123456**USERFunctionalTechnicalUnitMMO/Sup/UUAMResolved?YESEndNOMSC LSFRGResolved?YESEndNOISALSFRGResolved?YESEndNOMCLC LSFRGResolved?YESEndNOEnterprise Help DeskResolved?Update FAQ/Knowledge BaseYESResolved?YESEndEnterprise Level Help Desk(SPAWAR)Issue Requires a Change RequestCR ProcessInitiatedUNCLASSIFIED
5 Training Establish and Escalate Remedy Tickets What will be trained? Overview of the LSFRG ConceptLSFRG Roles/Responsibilities/Functions/PermissionsExplanation of incident resolution (SPAWAR)Using Remedy and Internal Knowledgebase (SPAWAR)Establish and Escalate Remedy TicketsTop 10 Functional Helpdesk CallsCreating Sub-InventoriesUsing the eDesktop (PMO Training)UUAM Class (PMO Training)Helpdesk Issues that require LSFRG Knowledge (PMO)Exporting all members from a resource groupGCSS-MC I.E. and Java Console SetupsOracle Self-Help within formsSelf RegistrationPriority Assignment Matrix
6 LSFRG RolesFoundation Roles for all LSFRG Billet Accounts listed below:GCSS-MC User Management - Query OnlyGCSS-MC iSupport RequestorGCSS-MC Discoverer Reports UserGCSS-MC Discoverer Reports WriterGCSS-MC DBI Customer Support Dashboard UserGCSS-MC DBI Depot Repair Dashboard UserGCSS-MC DBI Field Service Dashboard UserGCSS-MC DBI Inventory / Supply AnalystGCSS-MC DBI Financial AnalystGCSS-MC Document Management Query OnlyGCSS-MC Retail Item Master Manager Query OnlyGCSS-MC Financial InquirerGCSS-MC CV VAL Bills of MaterialGCSS-MC CV VAL Field Service ManagerGCSS-MC CV VAL InventoryGCSS-MC CV VAL Oracle Installed Base UserGCSS-MC CV VAL Order Management Super UserGCSS-MC CV VAL Purchasing Super UserGCSS-MC CV VAL Trading CommunityGCSS-MC User Account ReviewerOracle Installed Base User
8 Current LSFRG Structure UNCLASSIFIEDCurrent LSFRG StructureUNCLASSIFIED
9 SummaryThe LSFRG is envisioned to provide the MSC with an internal resource that is specially trained and empowered to look down and assist/analyze Remedy Tickets initiated from the Unit level and assist them in remediating their problems in GCSS-MC before elevating to a higher level. Since a large number of support calls are the result of incorrect user settings, misaligned users or their accounts, at a minimum the members of the LSFRG will be able to review User Accounts ensuring they are properly configured. Additional items include the ability to share recent knowledge and guidance, analyze trends and deficiencies in User training or system functionality. Lastly, the MSC LSFRG will be integral in MEF remediation of Trends which will provide input for revision to existing Policies, Training, or System Functionality as well.
10 Update to FAQ/Knowledge Support Value ChainMRTCProcess ChangeUpdate to FAQ/KnowledgeBaseLSFRG as Corpsman AidMEF AdvocateELEVATEMSC/ISALSFRGGCSS-MCPMO/SPAWARReviews LSFRG TrendsSystem ChangeUSERUnit SMESelf AidBuddy AidCorpsman AidEvac to Hospital
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