1. Continuously Learning and Improving 2010 1 Camp Nelson National Cemetery

2. Agenda 2  Camp Nelson National Cemetery (NC)  Mission  Performance  Sustaining High Performance Levels  Workforce Engagement

3. Camp Nelson NC 3  Located in Nicholasville, Kentucky  Opened in 1866  Over 30 developed acres  In 2009 the cemetery performed 370 interments making it the 52 nd busiest cemetery in the NCA system

4. Camp Nelson NC - Mission 4 Camp Nelson NC will provide a mutually supportive, peaceful and reverent environment, in which, every person who enters these hollowed grounds, has the opportunity to reflect on the task that is and will be accomplished and the many lives that have been memorialized in stone. Camp nelson NC will provide timely, honorable and dignified services to veterans and their families at all times.

5. Camp Nelson NC - Performance 5  Percent of Graves in National Cemeteries Marked within 60 Days of interment  Headstone / Marker / Niche Cover Proper Height and Alignment  Clean Headstone / Marker / Niche Cover  Headstone / Marker / Niche Cover Proper Grade

6. Camp Nelson NC - Performance 6  Percent of Respondents who Agreed or Strongly Agreed that the Maintenance of the Cemetery grounds is Excellent  Percent of Respondents who Rate the Cemetery Appearance as Excellent  Percent of Respondents who Agreed or Strongly Agreed that the Appearance of their Loved Ones Gravesite/Columbaria is Excellent

7. Percent of Graves in National Cemeteries Marked within 60 Days of interment INTEGRATION: Key Measure #1, Figure 2.1-3, Strategic Objectives, Measures, and Timetables COMPARISONCOMPARISON

8. Headstone / Marker / Niche Cover Proper Height and Alignment INTEGRATION: Key Measure #3, Figure 2.1-3, Strategic Objectives, Measures, and Timetables COMPARISONCOMPARISON

9. Clean Headstone / Marker / Niche Cover INTEGRATION: Key Measure #4, Figure 2.1-3, Strategic Objectives, Measures, and Timetables COMPARISONCOMPARISON

10. Headstone / Marker / Niche Cover Proper Grade INTEGRATION: Linked to Maintain Cemetery as a National Shrine COMPARISONCOMPARISON

11. Percent of Respondents who Agreed or Strongly Agreed that the Maintenance of the Cemetery grounds is Excellent Key metric linked to overall satisfaction and national shrine standards COMPARISONCOMPARISON

12. Percent of Respondents who Rate the Cemetery Appearance as Excellent INTEGRATION: Key Measure #6, Figure 2.1-3, Strategic Objectives, Measures, and Timetables COMPARISONCOMPARISON

13. Percent of Respondents who Agreed or Strongly Agreed that the Appearance of their Loved Ones Gravesite/Columbaria is Excellent Linked to shrine standards and satisfaction with cemetery COMPARISONCOMPARISON

14. Sustaining High Performance Levels  Multiple improvement efforts are needed to achieve high performance  Standards and procedures maintain the gains  Continued improvement is needed to sustain performance as business needs and customer expectations change

15. Improving the Grave Cover Initial Grave CoverBetter Grave Cover

16. Improving the Grave Cover Even Better Grave CoverNew Grave Cover

17. Improving the Headstone Marker Initial Headstone MarkerBetter Headstone Marker

18. Improving the Headstone Marker New Type of Headstone Marker

19. Improving the Tamper Tool Initial Tamper and LevelBetter Tamper

20. Improving the Tamper Tool Tamper with Measure and Level

21. Improving the Lowering Device Initial Lowering Device Better Lowering Device

22. Improving the Mower Initial MowerMower with Bumper

23. Improving the Wash Area Initial Wash AreaNew Wash Area

24. Improving the Unknown Headstone Puller Initial Puller Strap New Puller

25. Improving the Unknown Headstone Puller Better Puller

26. How do you get so many ideas from so few people? 26  A great deal can be achieved when everyone works together.  An organizational structure that promotes and supports innovation and learning  Staff meetings every morning  Open door policy  Ongoing communications  Funds to award those who come up with ideas  Funds to work and develop ideas  Time to work and develop ideas

27. Camp Nelson NC 27 On behalf of the entire Camp Nelson National Cemetery team I would like to thank you for allowing us the opportunity to share our story.