Measuring Productivity Through Various Metrics J. Peter Pierce May 6, 2014 | May 8, 2014 PRISM International Annual Conference

Agenda Pierce Involvement in the Industry Sales Force’s Role Operations’ Role Measurement Tools and Reports Scheduling and Staffing Quality Control Question / Answer Session 2

Pierce Involvement in the Records and Information Management Industry: A Brief History 3

Pierce Involvement in the Industry 4 Pierce Business Archives1969 – 1989 o Philadelphia o Connecticut o New York Metro / New Jersey o Boston o Baltimore / Washington

Pierce Involvement in the Industry 5 Leahy Business Archives Merger 1990 Boston New York Metro / New Jersey Connecticut Miami / Fort Lauderdale Houston Dallas Chicago Los Angeles

Pierce Involvement in the Industry Pierce Leahy Archives 1990 – 2000 During this period, grew to become largest company in the industry as measured by cubic feet under management 6

Pierce Involvement in the Industry Pierce Leahy – International Footprint 6A

Pierce Involvement in the Industry First Enterprise System in the industry fully developed and deployed PLUS: The Pierce Leahy User Solution Dramatically changed our business model from General Manager to a Sales / Ops Model Vision to become “the WalMart of the RIM industry” 7

Pierce Involvement in the Industry July 1, 1997 We took Pierce Leahy Archives public on the New York Stock Exchange: PLH 1990 $40 Million in revenues after Leahy acquisition 1997 $250 Million in revenues at time of public offering 8

Pierce Involvement in the Industry Pierce Leahy / Iron Mountain Merger February 2000 o Implemented / facilitated the integration of the two companies; left Iron Mountain after several months to build Pioneer Capital 9

Pierce Involvement in the Industry Retrievex o Pioneer – together with Welsh, Carson, Anderson & Stowe (WCAS) – created an entirely new industry player in October 2007 with the acquisition of Advanced Records Management Services (ARMS), Boston o Vision for Retrievex was to be truly different – the most customer-focused company in the industry Customer Foremost, Quality Paramount 10

Pierce Involvement in the Industry 11

Pierce Involvement in the Industry Retrievex enabled Access to gain a truly nationwide footprint and to become the third largest industry player as well as the largest privately held member of the industry Access acquisition of Retrievex

Pierce Involvement in the Industry Clearly, Pioneer’s knowledge and expertise spans Single-site operations Single-site operations with multiple facilities Multiple-city operations We fully understand them all We’ve measured productivity and profitability for all organizational types 13

Sales Force’s Role In Measuring Productivity 14

Sales Force’s Role First and foremost, to sell. o Working with Operations from the initial survey and proposal process o Identify active records vs. inactive records and price the required services accordingly o Perform customer-wide, thorough research o Are active records easy to access? o File organization in alpha or numeric sequence or batch or random format? o Are most requests for Whole Boxes or Individual Files? o Are Retention Schedules in place? Consistent? Monthly / Yearly? 15

Sales Force’s Role Correct Account Setup is key o 60% of the information gathered may be correct o 40% will probably be best guess 16

Operations’ Role In Measuring Productivity 17

Operations’ Role Correct Implementation Planning is key to workforce productivity o Determine Location Assignments o “Dead files” should be located high and behind o Active files may require open shelving 18

Operations’ Role For Productivity and Profitability, Measure all Activities: Daily / Monthly / Year to Date o References o Refiles o New Boxes Added o Boxes Destroyed o Interfiles 19

Measurement Tools and Reports For Continuous Productivity Improvement 20

Measurement Tools and Reports Reports of Record Center Activities Daily / Monthly / Year to Date o Summary of Work Orders by o Activity Code o All Customers o By Customer o City / Location o Building within City 21

Measurement Tools and Reports Key Reports – Drivers o Organizing Routes o Roadnet or Mapquest o Number of stops o Items delivered per stop o Items picked up per stop o Things to look for o Building logistics o Elevator availability o City vs. suburban landscape 22

Measurement Tools and Reports Data Entry / File Scanning / Indexing o Format must be consistent o Productivity is measured per Line Item o Customer needs to sign off on the formats and reports BEFORE the work begins 23

Operations / Account Management Need to work closely together to evaluate productivity for each account o File Actions – Whole Box / Individual Files o Setting standards for pulling files and refiling activities o Open-shelf vs. box pulls / Individual Files o Measure performance -“Inspect what you expect.” o Quality controls o Outcards o Not in File (NIF) o Establishing success ratios for each client 24

Customer Work Orders Origination Inbound Call 10% Combination of the two Online 90% Online is the goal Minimizes the need for a large Customer Service Group Productivity improves as customers use the technology At Retrievex, by 2012, we had achieved the 90 / 10 goal! 25 Inbound Call 90% Combination of the two Online 10% 2000

Scheduling and Staffing What are your cut-off times? o AMPMOnce-a-day o If two cut-off times (AM / PM), what are your activities in the AM vs. PM? Schedule your employees around your cut-offs o All references pulled and processed between 3 PM and 11 PM o All boxes checked-in and shelved between 3 PM and 11 PM o Trucks are unloaded and re-loaded during the 3 – 11 PM shift Benefits: eliminate overtime o Drivers and Record Center Staff 26

Quality Control In Measuring Productivity 27

Quality Control “Daily work is daily work – that’s why we must complete it daily!” Drivers go out and Orders come in DAILY o File Requests o New Boxes o Refiles – Whole Boxes and Individual Files o Interfiles 28

Quality Control Things to look for when measuring performance and reviewing pricing and profitability o Not all customers will be the same! o Not all customers will have the same file integrity profile (Finds vs. NIFs) o Open-shelf activity vs. boxed files o Quality Control for NIFs 29

In Summary 30

In Summary Expectations are set based on “Best in Class”, not averages and standards o You want to find ways to “raise the bar” o Be sure your pricing for activities is correct o Measure profit for each customer and departments within each customer o Some departments will be more profitable than others 31

In Summary Today’s technology, built on an enterprise-wide platform make all the data you need available o You can have convenient desktop access to all the data and reporting required to achieve the highest productivity goals o Grasp this opportunity to set standards, measure results, evaluate profitability and continually improve your business! 32

Question / Answer Session 33

Thank You! 34