bay-valley kim r. fernandez district manager customer service & sales
DESCRIPTION
Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales. Bay-Valley. Vision Mission Value. BAY-VALLEY DISTRICT VISION. Be the premier provider of service and value as defined by our customers. “A great place to work, and the right place to do business”. - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/1.jpg)
![Page 2: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/2.jpg)
Bay-ValleyKim R. Fernandez
District Manager Customer Service & Sales
![Page 3: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/3.jpg)
Bay-ValleyBay-Valley
VisionMissionValue
![Page 4: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/4.jpg)
BAY-VALLEY DISTRICT BAY-VALLEY DISTRICT VISIONVISION
Be the premier provider of service and value as
defined by our customers.
“A great place to work, and the right place to do
business”
![Page 5: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/5.jpg)
BAY-VALLEY DISTRICTBAY-VALLEY DISTRICTMISSIONMISSION
• Providing affordable quality services and products for our
customers.
• Inspire employees through clear communication to achieve breakthrough performance and
profitability.
![Page 6: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/6.jpg)
BAY-VALLEY DISTRICTBAY-VALLEY DISTRICTVALUEVALUE
• Excellence • Courtesy• Integrity
• Trustworthiness• Efficiency
![Page 7: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/7.jpg)
Bay-Valley Circle of SuccessBay-Valley Circle of Success
![Page 8: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/8.jpg)
DLT
Expectations
ToolsTrainingResources
Performance & Compliance
SuccessOpportunities
Bay-Valley Circle of Success
![Page 9: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/9.jpg)
Strategic/Tactic/Process/Compliance Flow
District Leadership Team (DLT)
Strategies
Local Leadership Team (LLT)
Tactics
SOM, KOM SUPERVISORS
IMPLEMENTATION
Results
![Page 10: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/10.jpg)
DLT Strategies Kim R. Fernandez
District Manager Customer Service & Sales
Rick J. BlancasSenior Plant Manager
Bay-Valley District
![Page 11: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/11.jpg)
Service Strategies
Bay-Valley District
![Page 12: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/12.jpg)
TOP 5 NATIONAL
RANKING
ACHIEVE
FY 09 SERVICE STRATEGIES
![Page 13: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/13.jpg)
SERVICE STRATEGIES
SERVICE UP
ServiceFY 09 Target
FY 09YTD Gap
NationalRanking
EXFC 1-day 98.0 96.47 1.53 17
EXFC 2-day 96.5 95.75 .75 3
EXFC 3-day 95.0 93.04 1.96 27
DCPM-R Surface 98.0 96.30 1.70 16
DCPM-R Air 95.0 91.96 3.04 32
Express 98.0 96.94 1.06 9
![Page 14: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/14.jpg)
SERVICE STRATEGIES
SERVICE UP
ServiceFY 09 Target
FY 09YTD Gap
NationalRanking
CSM 740.0 544.4 195.6 69
WTIL 95 84 11 45
![Page 15: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/15.jpg)
SERVICE STRATEGIES – Market Dominant Products
SERVICE UP
Service FY 09 TargetFY 09YTD Gap
Presort 1-Day 98.0 80.14 17.86
Presort 2-day 96.5 89.28 7.22
Presort 3-day 95.0 84.23 10.77
Presort 4-day 95.0 77.10 17.90
FCM Parcels 1-day 98.0 80.68 17.32
FCM Parcels 2-day 96.5 89.57 6.93
FCM Parcels 3 to 5-day 95.0 81.43 13.57
![Page 16: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/16.jpg)
SERVICE STRATEGIES – Market Dominant Products
SERVICE UP
Service FY 09 TargetFY 09YTD Gap
Standard 3-day 95.0 90.50 4.50
Standard 4-day 95.0 58.82 36.18
Standard 5-day 95.0 77.78 17.22
Periodicals 95.0 68.06 26.94
![Page 17: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/17.jpg)
SERVICE STRATEGIES – Market Dominant Products
SERVICE UP
Service FY 09 Target
Package Svcs – Del Con – All Stds 97.0
End to End 97.0
Intra BMC 97.0
1st Enroute 97.0
![Page 18: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/18.jpg)
Cost Strategies
Bay-Valley District
![Page 19: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/19.jpg)
STRATEGY
ACHIEVE
%
Plan
YTD
%
SPLY
Target
Current
%
SPLY
Current
GAP
TOE 2.4% -7% -3.7% $9,853,680
Non-Personnel Plan
-2.9% -4.8% -9.6% 0
FY 09 COST STRATEGIES
COST DOWN
![Page 20: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/20.jpg)
$ Achieve Non personnel plan
$ Travel Reduction (Line 3D, 3E, 3K)
$ Reducing POV$ Only Necessary Travel – Utilizing Meeting Place$ Limit/Eliminate Off-Site Meetings
$ -0.6% to Plan YTD $ -10.2% to SPLY YTD
$ Supplies & Service ( Lines 31-39)$ Monitoring by finance number – managing the sites that are overrunning$ Only necessary expenditures
$ -2.7 % to Plan YTD$ -21.6% to SPLY YTD
COST DOWN
FY 09 DISTRICT COST TACTICS
![Page 21: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/21.jpg)
FY 09 District COST TACTICS
Miscellaneous Expenses (Line 44) $ Monitoring financial counts – manage the sites
that are not in compliance
$ Monitoring Excess Stock Inventory – manage the sites that are not in compliance
$ Monitoring financial overages and shortage (AIC 247 & 647) – manage the sites that are not in compliance
$ -64.2% to Plan YTD$ -79% to SPLY YTD
COST DOWN
![Page 22: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/22.jpg)
Higher Level
$ Manage Vacancies
$ Manage Unauthorized Details
$ Current PerformanceCurrent Performance$ Baseline PP 24$ Reduction to Baseline - 4.2%
COST DOWN
FY 09 District COST TACTICS
![Page 23: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/23.jpg)
FACILITY OPTIMIZATION
# SitesAnnual Cost Avoidance
Sale Price
FY 09 Sites ClosedMare Island Sta., Vallejo NPU, Concord NPU 3 $214,776 *
FY 09 Site SoldSaratoga Village Sta. 1 $85,000 2M
Current Savings 4 $299,776 2M
Pending Site ClosuresMartinez Pacheco Branch
Oakland ISF (release building) 2 $1,860,080 *
Under Consideration for ClosureParkmoor Sta., Berkeley NPU 2 $801,367 *
Under Consideration for SaleDanville Lot, Hayward Bradford Lot, Berkeley DDU Lot 3 $75,000 N/A
Grand Total 12 $3,036,223 2M
$ Right Sizing Facilities for Operational Needs
![Page 24: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/24.jpg)
STRATEGY
ACHIEVE
%Plan
YTD
% SPLYTarget
% SPLY
YTD
WKHR
GAP
Work Hour Plan
FN 1 2.8% -18.3% -17% 66,087
FN 2B 3.8% -10.0% -7.8% 175,685
FN 3A 3.3% -9.9% -7.7% 10,515
FN 3B -0.2% -7.5% -9.2% 0
FN 4 1.8% -14.9% -12% 21,745
Support Functions -0.1% -2.8% -4.7% 0
FY 09 COST STRATEGIESCOST DOWN
![Page 25: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/25.jpg)
FY 09 COST STRATEGIES
STRATEGYActual YTD
Last 4 Weeks
% SPLY YTD
MINIMIZE OT
FN 1 OT 6.29% 1.61% -37.6%
FN 2B OT 6.77% 4.56% -32.6%
FN 3A OT 6.28% 2.25% -45.2%
FN 3B OT 1.83% .24% -72.9%
FN 4 OT 5.25% 2.74% -42.8%
COST DOWN
![Page 26: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/26.jpg)
Operational Strategies
Bay-Valley District
![Page 27: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/27.jpg)
Bay-Valley Operational Strategies
Scheduling and Staffing (All Operations)
Tour Realignment• Plants Completed
– 528 People Migrated– OT Reduction
PIV Reduction• Reduce Higher Level• Bid Realignment
PVS Trip Reduction • 27 Trips South
• 27 Trips North
![Page 28: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/28.jpg)
Bay-Valley Operational Strategies
Scheduling and Staffing (All Operations)
Route Reduction• 157 Routes Eliminated• F2C Work hour reduction to SPLY
― WK 25 -7.6% MTD -12.3% YTD -7.9 %
» - 381,832 work hours to SPLY
— Performance to Plan— WK 25 7.2% MTD 5.7% YTD 4.7%
Hours Per Route• WK 25 7.92 MTD 7.99 YTD 8.24
![Page 29: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/29.jpg)
Bay-Valley Operational Strategies
Manual Volume Reduction
• FY 08 Flats 33.03% Letters 7.72%• YTD Flats 28.19 Letters 6.83%• MTD Flats 26.32% Letters 6.59% • WK 25 Flats 26.54% Letters 6.15%
![Page 30: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/30.jpg)
• Reduction of Collection Boxes• 173 Removed• LDC 27 -3.4% SPLY YTD
– Performance To Plan -2.6% YTD
• DPS Improvement•FY 08 YTD 89.53%•FY 09 YTD 92.76%
• Rural Route Counts» In Progress
Bay-Valley Operational Strategies
![Page 31: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/31.jpg)
People Strategies
Bay-Valley District
![Page 32: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/32.jpg)
FY 09 PEOPLE STRATEGIES
STRATEGY
ACHIEVE
FY 09 March
YTD
%
SPLYNational Ranking
VOE 70% 64.2 1.3 34
MVA Target 8 10.23 -14.2 47
OII Target 4 5.06 -9.5 39
![Page 33: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/33.jpg)
FY 09 PEOPLE STRATEGIES
Right People In The Right Place At The Right Time
o Manage ORNAo Effective Management of Productive Hours
o Align Resources to Earned Workloado Use of Complement Tools – CSV, CCM, MPSOM, MPES, CSAW
![Page 34: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/34.jpg)
Growth Strategies
Bay-Valley District
![Page 35: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/35.jpg)
Strategy
February YTD
% Plan
February
YTD
%SPLY
Plan
GAP
Achieve Revenue Plan -7% -7.4% -25,601,234
FY09 GROWTH STRATEGIES
![Page 36: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/36.jpg)
FY09 GROWTH STRATEGIES
StrategyYTD
Participation
Total Leads YTD
Total Revenue
YTD
Revenue % to
Target
Maximize Business Connect to drive leads for BDT sales
91.43% 2,475 $1,859,470 30.83
Maximize Customer Connect to drive leads for BDT sales
46.25% (Carriers)
420 $1,396,927 53.62
Maximize Rural Outreach to drive leads for BDT sales
15 Rural Carriers
21 $280,268 No target
![Page 37: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/37.jpg)
Bay-Valley District
Service
People
Growth
Cost
![Page 38: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/38.jpg)
LLT TACTICSLLT TACTICS
Bay-Valley District
![Page 39: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/39.jpg)
Bay-Valley TacticsBalwant Grewal, Sam Vasquez
Toya Jackson, Ed KimbleLLT Co-Chair
![Page 40: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/40.jpg)
Service Tactics
Bay-Valley
![Page 41: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/41.jpg)
SERVICE TACTICS
Eliminate Last Mile Failures
Improve Flat Performance
Improve Quality
Improve Scanning Performance
Improve WTIL
Achieve Operating Plan (24-hour clock)
SERVICE UP
![Page 42: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/42.jpg)
SERVICE TACTICS
3M Process
Reduce Missent Volume to Delivery Offices
Perform PM Audits
Monitor Pivoting
Monitor OOS rate
ELIMINATE LAST MILE FAILURES
![Page 43: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/43.jpg)
SERVICE TACTICS
2M Process
Reduce Missent Volume to Delivery Offices
Address AFSM At-Risk Volumes
Establish Flats Improvement Team
IMPROVE FLAT PERFORMANCE
![Page 44: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/44.jpg)
SERVICE TACTICS
PAARC
Daily QC checks – Auto, AFSM, APPS, Manual, Containerization, Dispatch
Address – DSMART, eMIRS
IMPROVE QUALITY
![Page 45: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/45.jpg)
SERVICE TACTICS
Preventable Failures
Proper Scanning
IMPROVE SCANNING PERFORMANCE
![Page 46: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/46.jpg)
SERVICE TACTICS
Staffing and Scheduling
Alert System
Alternate Access
Wait Time In Line (WTIL)
![Page 47: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/47.jpg)
Commercial First-Class Mail
Periodicals
Standard Mail
Package Services– Includes Single Piece Parcel Post,
Media Mail, Bound Printed Matter, Library Mail
NEW SERVICE MEASUREMENT
Market Dominant Products
![Page 48: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/48.jpg)
SERVICE TACTICS
COMMERCIAL FCMTreat as Collection MailIOP Agreement with BMEUSecure BMEU hand-off procedure
STANDARD MAILMail Flow Color Code Adherence
PERIODICALS Operating plan compliance
Dispatch & logistics compliance
![Page 49: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/49.jpg)
Cost Tactics
Bay-Valley
![Page 50: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/50.jpg)
FN 1 (less than 1%)
F3A (less than 1%)
F3B (less than 1%)
FN 2B (3%)
FN 4 (2%)
COST DOWN
FY 09 COST TACTICS
ACHIEVE OT TARGETS
![Page 51: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/51.jpg)
OT Tactics
Minimize NSD OT
Minimize Pre-Tour & Post Tour OT
Realign Bids to have right people in the right place at the right time
– Earned Workload– Bid Management
COST DOWN
FY 09 COST TACTICS
![Page 52: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/52.jpg)
Manual Volume Reduction
$ TARGETS$ 20% Flats$ 5% Letters
Last 4 Wks Performance 26.43% Flats
6.49% Letters
COST DOWN
FY 09 COST TACTICS
![Page 53: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/53.jpg)
Manual Volume Reduction Tactics
$ Proper Volume Recording
$ Back flowing
$ Gatekeeper for Manual Operations
COST DOWN
FY 09 COST TACTICS
![Page 54: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/54.jpg)
COMPLEMENT MANAGEMENT
Migrate Complement to Meet Financial ChallengesCOST DOWN
F1 Excessing 120 clerks
Migrate LDC 10 Employees to meet 22:1 ratio
F3A Projected Excessing 6 clerks, 6 drivers
F3B Projected Excessing 60 LDC 37, 38 & 39 Employees
Route Reduction & Carrier Migration to Reduce Complement
Re-position F4 through CSV Earned Validated Through 1994
Process
![Page 55: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/55.jpg)
People Tactics
![Page 56: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/56.jpg)
COMPLEMENT MANAGEMENT TACTICS
Manage current complement
Utilize CCM, MPSOM & MPES Tools
Manage PTF’s to prevent maximization
Manage Efficiencies and Productivities
Bid Management
Realign Bids and complement to the workload
Current 1994
Pivoting
Ensure the correct skills are on the bids
![Page 57: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/57.jpg)
COMPLEMENT MANAGEMENT TACTICS
ORNA
Manage Medicals
Utilize Push Reports
Ensure medicals are timely
Ensure Job Offers match medicals
Manage Non-Productive
Manage DRAC process
Utilize DAT Coordinator
![Page 58: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/58.jpg)
Growth Tactics
![Page 59: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/59.jpg)
• Business Connecto TARGETSLevel 24’s - 3 activities per monthLevel 22 and below – 2 activities per month
– Community• Chamber of Commerce• Lyons, Rotary• Emerging Markets• Community Networking Presentations• Customer Appreciation• PCC
Growth Tactics
![Page 60: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/60.jpg)
• Customer Connect
o TARGETOne lead per zip code per month
– Roll outs – 96 Offices YTD – 100% as of Jan FY 09– Qrtly Meetings– SBS Office visits and Stand Ups
Growth Tactics
![Page 61: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/61.jpg)
• Rural Reach
– Roll outs – 39 Offices YTD – 100% as of Jan FY 09
– SBS Office visits and Stand Ups
Growth Tactics
![Page 62: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/62.jpg)
TOP 5 NATIONAL
RANKING
ACHIEVE
FY 09 PEOPLE STRATEGIES
![Page 63: Bay-Valley Kim R. Fernandez District Manager Customer Service & Sales](https://reader034.vdocuments.us/reader034/viewer/2022051517/568158d5550346895dc61bb8/html5/thumbnails/63.jpg)