Presentation on theme: "Street Management Supervision of the Process"— Presentation transcript:
1 Street Management Supervision of the Process Achieving Results by Performing More Effective Street ManagementIn this section we will discuss the who, what, why, and how of Street Management. We will also provide some new tools and address the roles of the District, Postmaster, Station Manager, and Delivery Supervisors.Supervision of the ProcessPostmaster/Station Manager
2 Define Purpose: Increase City Carrier Street Performance Problem Statement:Inconsistent and Late Delivery TimesHigh Street Hour UsageLow Street Performance (SEI)Goal/Objective:Reduce Street Variance to BaseIncrease Street Performance (SEI)Provide Tools to Assist in Identifying RoutesI’d like to take some time to define why we need to focus on Street Management.The main purpose for re-focusing on Street management is the need to increase city carrier Street performance.Over the years the Postal Service has seen street performance headed the wrong way with inconsistent and late delivery times all across the country. There has been an increase in the amount of street hours being used, and outside of a couple of years the SEI for the nation has shown a consistent downward trend.The goal or objective for this training is to provide you with the tools necessary to help reduce the variance between Actual and Base street times. This will help increase the street performance, SEI.Street Management is not a new program. There are however some new tools that we will discuss today, that will assist you in becoming more effective in street management.There is a need to re-focus delivery on performing more effective street management. This is going to take every level of this organization to make it successful.
3 Measure How do we measure success? Increase City Carrier Street Performance SEIPrimary Metric:DOIS Reduce Street Variance to BaseDOIS Increase Street Performance (SEI) over SPLYSecondary Metric:MSP Scans VariancesMSP Reduction in Scans After 1700How do we plan on measuring if we are successful?First of all we should see the continued upward trend in SEI.The primary metric that will be used will the variance between the actual street and base street hours in DOIS and the DOIS reported SEI.In addition to the DOIS indicators MSP will be used to track the Scan variances and a reduction in scans after 1700.
4 Why is there a decline in SEI? As we can see in this chart the City Carrier Street Performance, SEI, has shown a consistent downward trend for quite sometime.There are 2 exceptions: the first was back in 2002, QUESTION TO AUDIENCE CAN ANYONE TELL ME WHY? MSP. In 2002, we implemented MSP. QUESTION TO AUDIENCE KNOWING THAT, CAN ANYONE TELL ME WHY THE SEI DROPPED in 2003 AND EVERY YEAR SINCE EXCLUDING 2007? NOTE:MAKE A LIST OF ISSUES, THEN GO OVER LIST (5 BULLETS)The DPH shows a different trend. A more positive trend. QUESTION TO AUDIENCE CAN ANYONE TELL ME WHY? NOTE: MAKE A LIST OF ISSUES, THEN GO OVER LIST - Increase in DPS, and a reduction in the Office hours being used. This helps illustrate something that we like to call the balloon effect. Where we tighten up on our office management and reduce the hours but, the carriers increase their street hours because of the lack of Street Management.Untrained employeesProduct growthOffice Management Impact (balloon effect)Reluctance to manageLITTLE TO NO STREET MANAGEMENT5
5 As we can see on this chart the City Possible Deliveries continue to grow at a fairly constant rate (approximately 500,000 a year).Even with this the Postal Service has been able to reduce actual city delivery routes. However if we look closer at this chart we can see that there is still some potential based on the Actual Full Time Equivalent Routes usage.This represents hours over base that can be reduced.
6 Improve - Street Management City Carrier Hours - 68% related to the StreetMost Districts have no specific goals, guidelines, or requirementsThere has been little accountability for Street Management at any levelLet’s take a look at a couple of the things that we need to re-focus on with respects to Street Management:In FY-07 city carrier street hours accounted for approximately 68% of all city carrier route hours nationwide. This is up from approximately 60% in Nationally we are using approximately 5:37 on the street today and in the near future under FSS this street time will become even larger. If you consider that in the FSS environment routes could have between 6½ and 7 hours on the street that would be between 81 and 88% of an 8 hour assignment on the street .With this in mind the Districts are going to need to prepare for FSS and we need to begin now in establishing good street practices. The base street time and the MSP information is going to become very important. That is why the Districts need to become more involved with Street management.The fact that there has been little accountability for Street Management in the past has to change and with a better understanding of the who, why and how of Street Management will help create accountability.
7 Street Management is… Natural extension of office management Necessary to maintain the routes & time of deliveryThe tool for controlling park points, relays, OT, auxi assistanceSupporting documentationUsed to follow-up on customer issuesA way to identify safety and security issues.REQUIREDWhat is Street Management - Street Management is:The natural extension of office management. A day in delivery does not end when you get the carrier out of the office and on to the street. On the last slide we talked about the street accounting for 68% of the carriers time currently.In order to maintain the routes and time of delivery it is important for the Postal Service and our customers.Street Management is probably one of the most important tools for controlling park points, relays, OT, auxiliary assistance. If you are on the street you understand the how’s and why’s the carriers are using overtime or auxiliary assistance. You can also identify if the park points and relays are correct and being adhered to.Your street management records becomes additional supporting documentation if further actions are required to maintain the route and carrier performance.In a delivery unit there are also customer issues that occur that require you to investigate and follow-up on.This is a way to identify safety and security issues related to the route that the carriers may have or may not have identified.Street management most of all is REQUIRED.7
8 Why do Street Management? M-39 & M-41 – Reasons for Street ManagementM Street Management is a Natural Extension of Office Management ALL carriers are to be notified to expect daily supervision on the streetM Accompanying carriers on the street is an essential responsibility of management......One of most important dutiesM Manager must maintain objective attitude....Open and above boardM – Certain criteria may call attention for individual street supervision. No advance notice to the carrier is requiredM – SUPERVISION - Carriers may expect to be supervised at all times while in performance of their daily duties134 Street Management134.1 ObjectivesStreet management is a natural extension of office management. All carriers are to be notified to expect daily supervision on the street just as they receive daily supervision in the office. For a delivery manager to fully understand and control the organization, the manager must be aware of any conditions that affect delivery anywhere within the service territory.Accompanying carriers on the street is considered an essential responsibility of management and one of the manager’s most important duties. Managers should act promptly to correct improper conditions. A positive attitude must be maintained by the manager at all times.Conservation of energy is most important, and street supervision must also be directed to achieve this objective. Supervisors must not permit unauthorized deviations from the route, engine idling for excessive periods, wasteful driving habits, and unauthorized or excessive vehicle stops and moves on park and loop routes.134.2 TechniquesThe manager must maintain an objective attitude in conducting street supervision and discharge this duty in an open and above board manner.The manager is not to spy or use other covert techniques. Any employee infractions are to be handled in accordance with the section in the current National Agreement that deal with these problems.134.3 Criteria for NeedCertain criteria may call attention for individual street supervision. When overtime or auxiliary assistance is used frequently on a route (foot, motorized, parcel post, collection, relay), when a manager receives substantial evidence of loitering or other actions or lack of action by one or more employees, or when it is considered to be in the interest of the service, the manager may accompany the carrier on the street to determine the cause, or meet the carrier on the route and continue until such a time as the manager is satisfied. No advance notice to the carrier is required.16 Supervision Carriers may expect to be supervised at all times while in performance of their daily duties.M-39M-41
9 Who should do Street Management? Roles of District ManagementDistrict MOPSTrainingMonitor program complianceDistrict MPOOMonitor complianceReview potential routesAs has been stated before Street Management needs to be addressed at all levels of the organization. So lets take a look at some of the District level roles and responsibilities for Street Management.District MOPS:Training – Must ensure that there are some individuals in the District that understand the process and are able to train others in the process. Some suggested ways to cascade the training down are:At Postmaster/Station Manager MeetingsHave Postmasters/station Managers train supervisorsAt any District level meetings with Delivery managers (supervisors)Monitoring – Ensure that the field is trained and are adhering to the requirements of the program. In addition to this the MOPS is responsible to ensure that AMS and the delivery units work closely together to maintain an accurate AMS database.District MPOO:Training – Must ensure that all the Postmasters, Station Managers and Delivery Supervisors in the District are trained and understand the process.The MPOO’s should work closely with the MOPS to ensure that the training is performed.Monitoring Compliance – The MPOO’s should also ensure that the field is trained and are adhering to the requirements of the program. Field visits and reviews of Street Management records need to be performed. It is recommended that quarterly reviews be performed. In addition to the field visits the MPOO’s may require that the units submit copies of the Monthly Recap Report that the field will be completing.Review potential routes – The MPOO’s should be reviewing the Address Quality Reporting Tools (AQRT) also to ensure that the field is reviewing the required routes.
10 Who should do Street Management? Roles of Delivery Unit ManagementPostmaster/Station ManagerTrainingEnsure complianceAssist in reviewing and identifying potential routesDevelop schedule for week/monthCover workroom floor when supervisor is on the street and/or perform actual street managementDelivery SupervisorDiscuss schedule/planPerform street management as plannedMaintain foldersWho should do Street Management?Her are the basic roles for the delivery unit management. We will go into more detail on these roles but all levels of management in a delivery unit need to know that they are a major part iof having a successful Street Management process.Postmaster/Station ManagerTrainingEnsure complianceAssist in reviewing and identifying potential routesDevelop schedule for week/monthCover workroom floor when supervisor is on the street and/or perform actual street managementDelivery SupervisorDiscuss schedule/planPerform street management as plannedMaintain folders
11 Who should do Street Management? Postmaster/Station ManagerTrainingEnsure that all Delivery managers have been trainedSupervisors204BEnsure complianceWeekly/monthly checks of Route and Unit foldersAssist in reviewing and identifying potential routesWeekly review of reports on webMSP Route Prioritization ReportAddress Quality Improvement Process – Best Opportunity ReportDevelop schedule for week/monthWork with Supervisor when planning the following weeks scheduleShould be in conjunction with CDPOM pivoting planningCover workroom floor when supervisor is on the street and/or perform actual street managementLets take a look at the Postmaster & Station Manager role.Training:It is very important that the Postmaster or Station Manager understand the process so that they can ensure that all Delivery managers have been trained, this includes; Supervisors and204BEnsure compliance:Weekly and monthly checks and reviews of the Route and Unit folders should be performed and signed off on as required on the forms. This lets the delivery supervisors know that it is important.Assist in reviewing and identifying potential routes:Weekly review of reports on web; MSP Route Prioritization Report and the Address Quality Improvement Process – Best Opportunity Reports are the ones that you should start with and we will discuss these in a few minutes. These reports will guide you to the routes with the most potential or need.Develop schedule for week/month:Working with the supervisor the Postmaster or Station Manager should plan the Street Management activities for the upcoming weeks. Scheduling the Street Management provides the supervisor and the Postmaster or Station Manager with the expectations for the coming weeks. This should be done in conjunction with CDPOM pivoting planning for the unit.Cover workroom floor when supervisor is on the street and/or perform actual street management
12 How should Street Management be Done? The Address Quality Improvement Process – Best Opportunity Report was mentioned as a good starting point for identifying routes with potential issues.This report can be found in IMAQ on the Address Quality Reporting Tools web page.The address that goes directly to this page is: AQRT
13 Once you have selected your Area and District you can select MPOO or 3-digit group. This data can be downloaded into and excel file or displayed on the web. You should look for your zone and identify the routes that have the most potential under the Weighted Total column.The higher the number, the greater the number of issues that need to be addressed from an AMS stand point. This takes into consideration the different elements covered by the AMS Street Review.A jointly signed letter by Vice Presidents Tom Day and Kathy Ainsworth on July 20, 2007, outline the importance of having accurate AMS data to both the mailers and Postal Service.In this letter delivery units are required to complete reviews on 50% of the of the routes with potential issues based on this report.
14 The DOIS MSP, Weekly MSP Route Prioritization Report was also mentioned as a good starting point for identifying routes with potential issues.This report can be on the DOIS MSP web page.The address that goes directly to this page is: MSPWEB
15 Improve - MSP Review cont. This report is a new report that takes two of the existing reports in MSPWeb, consolidates the information and performs some analysis on the data to help you identify routes that may need attention. This report compares the average scan times compared to the scheduled scan times. Lets take a closer look at the information:Lets look at the First Delivery Variance, Last Delivery Variance and Last Delivery Compared to First Delivery columns. These columns are color coded to help you identify routes that on average for the selected period get to their first or last delivery early (in yellow) on time (not color), or late (in red). The Last Delivery Compared to First Delivery column indicates if the carrier expanded their street time, and the color coding is the same as the other columns.For this report a variance on less than -.25 (or 15 minutes) is considered early. So numbers that are -.25 or more negative are early (such as -.50, -1.20).For this report a variance on greater than .25 (or 15 minutes) is considered early. The similar is true for this, numbers that are .25 or more are late (such as .50, 1.20).Any route that falls between this is considered on time. There are 3 columns on the right that display the status of the first, last delivery or if the street time was expanded.The last 2 columns that will help you in finalizing the routes needing attention.The 3999 Exception column pulls the data from the DOIS and indicates if the current 3999 in DOIS is older that 1 year or if it is older that the last adjustment indicated in DOIS.The last column provides a place for you to indicate if the route is identified as a potential route in the AQRT – AQIP Best Opportunity Route report.With this information you should be able to prioritize the routes for Street Management. Examples: routes that get to their first and last delivery late and expand street time, routes that get to first delivery on time or early and last delivery late. Any route needing AQRT attention should also be considered.
16 Using the information from the previously discussed Weekly MSP Prioritization Report, the weekly schedule for the upcoming week and the Street Management Monthly Recap Report (which we will discuss later), a scheduled Street Management plan should be developed and completed for the delivery unit.This schedule should include at a minimum:The routes with Scheduled Leave indicated by dayRoutes that are scheduled for Pivoting by dayThe type of Street Management to be scheduled (Full day or Partial)The signature of the person preparing the scheduleAs the Street management is performed initials of the person performing itWhen the week is over the schedule should be placed in the Unit Street Management folder and used to consolidate the Street Management Monthly Recap Report.
17 This is the Street Management Monthly Recap Report. This report will provide the delivery management in the units with a snapshot of the current monthly status of Street Management for the unit. It will also help in scheduling Street Management for the future.This report uses the weekly schedule to identify when and on which routes Street Management was performed. The delivery supervisors should complete this report each Friday and sign it after the final week of the month is completed. The Postmaster/Station Manager should review it weekly and at the end of the month sign the form and file it in the Unit Street Management folder.This report will show what routes actually had Street Management performed during the month. It will also show that although Street Management is being scheduled, it may not be being performed and analysis should be done to identify why it is not being done and how this can be corrected to ensure that it is in the future.
18 Who should do Street Management? Delivery SupervisorAssist in reviewing and identifying potential routesWeekly review of reports on webMSP Route Prioritization ReportAddress Quality Improvement Process – Best Opportunity ReportDiscuss schedule/planWork with Postmaster/Station Manger when planning the following weeks work scheduleShould be in conjunction with CDPOM pivoting planningPerform street management as plannedMaintain foldersEnsure that route folders are implementedUpdate route folders when Street Management is performedLets take a look at the Delivery Supervisor now.In most units the Delivery Supervisor is the primary person performing the Street Management. As discussed earlier, Street Management is not exclusively performed by the Delivery Supervisor nor should it be. There are many activities related to Street Management where there needs to be a joint effort. The first one is:Assist in reviewing and identifying potential routesWeekly review of reports on webMSP Route Prioritization ReportAddress Quality Improvement Process – Best Opportunity ReportIn addition to these the delivery supervisor should;Discuss schedule/planWork with Postmaster/Station Manager when planning the following weeks work scheduleThis should be in conjunction with CDPOM pivoting planningPerform street management as plannedMaintain foldersEnsure that route folders are implemented and maintainedUpdate unit route Street management folders when Street Management is performed
19 Improve - DOIS Review Utilize DOIS Base Route Information Pivot Plans When was the base data last reviewedWhen was the base data last updatedHow was the base data last updatedPivot PlansWhen were the pivot plan last reviewedWhen were the pivot plan last updatedMSP Location ReportWhen were the MSP location schedules last reviewedWhen were the MSP location schedules last updatedThere are many things that need to be performed related to Street Management, however it all starts in the office and in DOIS. DOIS has a wealth of information, however, we need to begin by focusing our attention on the basics.DOIS base information – There are some questions that we need to ask:When was the base data last reviewed?When was the base data last updated?How was the base data last updated?QUESTION TO AUDIENCE WHY IS IT IMPORTANT TO ASK THESE QUESTIONS? If the base data hasn’t been reviewed and updated for several years, it may be inaccurate provide little usable information. The base information provides DOIS with information it needs to determine the projected street and return times.How was the base data last updated? This is an important issue, especially with the National agreement between the Postal Service and the NALC. There was a dispute over DOIS and part of the MOU resolving this issue states “Other than obvious data errors, route based information may only be changed through a full-count and inspection or minor route adjustment.”The questions related to Pivot plans and MSP are similar to those for DOIS, and have similar impacts on day to day operations. The pivot plans are used daily to assist in determining the values that should be used on 3996’s and when splitting routes based on CDPOM projections.MSP should be used daily to help identify where within a route there may be issues that management needs to address. If the scheduled locations and times are inaccurate then the reports are useless. MSP was implemented to help narrow down the potential trouble spots on the routes and to help maintain consistent time of delivery for our customers.
20 Enhanced 3999X- AQ (Improved) New ToolsEnhanced 3999X- AQ (Improved)Delivery information from AMS by Sector/SegmentAMS Review information by AddressStreet Observation WorksheetMany of you may have use the 3999X to perform Street Management or Route Inspections. It is the perfect tool to do these and Street management but there were some issues with it. First of all, the delivery unit would need to request the reports in advance from AMS and have them sent to the delivery unit. Not all of the information on the form had relevance to delivery. These are just a few of the issues with the 3999X. AMS and City Delivery have worked together (as it is hoped the field will do) to revise and enhance the report.The new form will provide both AMS and delivery the information to do more effective Street Management and AMS Reviews.This report has the AMS data by sector/segment, and delivery sequence within that. We will be looking at this form in detail shortly.The form will also provide AMS information related to DSMART and eUARS needed to perform the AMS AQIP reviews.The Street Observation worksheet is a little cheat sheet that should be used when performing Street Management. It gives you a quick reference of some of the more common things to observe while performing Street Management.Let’s take a look at these new forms.
21 New 3999-X Consolidated with AMS Review Data This form may look similar to the previous version but there are some subtle changes that have a big impact on its usefulness.For starters this form is no longer printed by AMS and sent to the delivery unit. The delivery units will be able to print their own 3999X-AQ locally. This does several things; it shortens the time to get the forms at the delivery unit and it allows the report to represent the most current information available.The form will now be in a landscape format to provide more room to display the information.There is now a column that will display any Collection box, MSP, Park Point and Relay locations which will help the manager who is doing Street Management to determine if these are the best locations for these functions or if they should be changed.The middle section of this report shows all of the relative information in the AMS database. With this information and the appendix which will be printed with the 3999X-AQ the delivery managers performing Street Management can identify and collect the necessary information to correct DSMART and eUARS issues on the route. Routes that have DSMART or eUARS issues will have them identified on the form and the specific information will be attached.This form will be used to provide AMS with the needed information to correct the database. When database issues are identified copies of the 3999X-AQ should be submitted to AMS for updating.With both AMS and delivery using the same form it standardizes the process even more and provides for more focus and resources for both Street Management and AMS Reviews.
22 For those who have performed Street Management in the past, these are things that you probably looked for when you where on the street.We tried to consolidate the information that was felt as the more important elements in performing Street Management on one piece of paper.The worksheet is broken down into different sections and can be folded in half to make it easier to carry on the street.The sections are: NOTE: REVIEW THE ITEMS LISTED ON THE WORKSHEETRoute Issues –Safety –Collection Boxes –Route Set-up –Does the Carrier –CBU/NDCBU’s –
23 Control – Unit Files Unit/Route Files Route Folder Unit Folder Street Observation worksheets3999/3999-X (less than 1 year old)Pivot plan by route (less than 1 year old)MSP locations by route (less than 1 year old)DSMART/EUARS reports (less than 1 month old)4584 Observation of Driving Practices *Unit FolderWeekly MSP Route Prioritization Report (weekly report)AQIP Best Opportunity Routes (less than 1 month old)3999 Sync Report (less than 1 year old)Street Management Monthly Recap Report (including weekly schedules)Street Observations4584DSMART/eUARS3999/99-XPivot PlanMSP LocationsRte 6001Non-Career: One per quarter• Probationary (0 - 3 months): 30, 60, & 80 day evaluations• Employees with months postal experience: One per quarter• Employees with 2 years plus postal experience: Twice per yearYou heard mentioned several time that the information collected needs to be placed in the Unit and/or Route Street Management folders. This is what will be needed to be in compliance with this new Street Management program.Folders need to be set-up for each individual route with the following information collected and maintained in the folders:Street Observation worksheets3999/3999-X (less than 1 year old)Pivot plan by route (less than 1 year old)MSP locations by route (less than 1 year old)DSMART/EUARS reports (less than 1 month old)4584 Observation of Driving Practices *Unit FolderWeekly MSP Route Prioritization Report (weekly report)AQIP Best Opportunity Routes (less than 1 month old)3999 Sync Report (less than 1 year old)Street Management Monthly Recap Report (weekly schedules attached)It is important to remember that the District is responsible for checking and ensuring compliance with this program.AQIP Best OpptyMSP Route Prioritization3999 SyncUnitStreet Management Monthly Recap
24 This report will provide you with the status of the AMS Street Reviews and should be reviewed at least monthly by the Postmaster/Station Managers and weekly by the MPOO’s and MOPS. It can be found on the AQRT web page.
25 Achieving Results By Performing More Effective Street Management SupervisionQuestions???