Performance Management Presentation Provide Basic Animal Life Support
Performance Management Presentation Provide Basic Animal Life Support Team Members: Eileen Morgan, Dr. Charmaine Foltz, Jim Weed, Dennis Barnard, Andy Limerick, Alphie Cisar, Brent Morse, Wayne O'Brien, Sonia Love ORS National Institutes of Health 14 January, 2005 1
Table of Contents Main Presentation Performance Management Plan Customer Perspective C 1 a: AAALAC accreditation ratings C 1 b: ACUC inspection ratings by type C 2 c: Percentage of non-exempt animal census requiring socialization C 2 d: Percentage of attempted socializations that were successful C 3 a: ORS Customer Scorecard ratings for animal husbandry and clinical veterinary and technical services Internal Business Process Perspective IB 1 a: Investigator response time to notifications of health status IB 1 b: Percentage of holding agreements processed by beginning of fiscal year 2
Table of Contents (cont. ) Main Presentation Learning and Growth Perspective LG 1 a: Percentage of staff with desired credentials LG 2 a: Percentage of technicians fully trained on all procedures by facility LG 2 b: Percentage of facilities with one fully trained technician Financial Perspective F 1 a: F 1 b: F 1 c: F 2 a: F 2 b: F 3 a: Unit cost of animal husbandry services Unit cost of clinical veterinary and technical services Unit cost of special environmental factors services Overall percentage of available housing utilized Overall percentage increase in holding capacity Percentage dollar savings associated with caging purchase strategy change Conclusions 3 Appendix
Performance Management Plan 4
Relationship Among Performance Objectives --___ relationship between objectives in different perspectives relationship between objectives within a perspective most important objectives 5
Customer Perspective 6
Customer Perspective 7
C 1 a: AAALAC Accreditation Ratings FY 02 fully accredited with commendations for DVR FY 99 fully accredited FY 93 all of NIH fully accredited; DVR falls accreditation under that DVR continuously accredited since 1960 s FY 93 Note: AAALAC site visits are tri-annual FY 99 FY 02 8
C 1 b: ACUC Inspection Results by Type Note: Minor requests are not necessarily deficiencies, but rather suggestions. 9
Customer Perspective (cont. ) 10
C 2 c: Percentage of Non-Exempt Animal Census Requiring Socialization FY 04 56% of the non-exempt animal census were socialized FY 03 50% of the non-exempt animal census were socialized FY 02 46% of the non-exempt animal census were socialized 11 Number of Animals
C 2 d: Percentage of Attempted Socializations That Were Successful FY 04 81% of the attempted socializations were successful FY 03 84% of the attempted socializations were successful FY 02 90% of the attempted socializations were successful Number of Animals 12
Customer Perspective (cont. ) 13
Customer Scorecard Methodology • In FY 04, modified ORS Customer Scorecard for animal husbandry and clinical veterinary and technical services 14
C 3 a: Customer Scorecard Ratings for Animal Husbandry and Clinical Veterinary and Technical Services • Survey was distributed via email to APDs and PIs. • • • Data Collection began May 28, 2004. Reminder emails sent June 11, 2004 and July 1, 2004. Data collection ended July 20, 2004. 20% response rate (N = 18 out of 92) 39% (N = 7) were APDs and 61% (N = 11) were PIs 15
C 3 a: Overall Satisfaction ratings with Animal Husbandry Services during the past 12 months N = 18 Unsatisfactory Outstanding 16
C 3 a: Overall Satisfaction ratings with Clinical Veterinary and Technical Services during the past 12 months N = 14 Unsatisfactory Outstanding 17
Customer Perspective Summary • • ACUC ratings included 46 commendations, 77 minor requests, and 15 major deficiencies Attempted socializations of non-human primates increased from 50% to 56% in FY 04 81% of the attempted socializations were successful Customer survey was completed in July, FY 04. The overall mean on customer satisfaction for animal husbandry is 7. 4 and for clinical veterinary and technical is 7. 7. These means are about 2 points above FY 02 ratings for each of the services. 18
Customer Perspective Planned Actions • • • ACUC semi-annual reviews of program and facilities ongoing; Strive to minimize major deficiencies Increase percentages of attempted and successful socializations for non-human primates Customer survey is currently planned to be repeated FY 06 to maximize response 19
Internal Business Process Perspective 20
Internal Business Process Perspective 21
IB 1 a: Investigator Response Time to Notifications of Health Status Note: Data gathered from building 14 C 22
IB 1 b: Percentage of Holding Agreements Processed by Beginning of Fiscal Year (as of 30 Sept) Note: Zero percentage of holding agreements were processed by beginning of fiscal year in FY 03 23
Internal Business Process Perspective Summary • • • Of Investigators who responded, 86% responded within 24 hours 56% of Investigators responded Holding agreements processed by first day in fiscal year continues to be 100% 24
Internal Business Process Perspective Planned Actions • • Response time by PI’s will continue to be monitored to ensure appropriate veterinary care Continue 100% success at processing holding agreements by beginning of FY 25
Learning and Growth Perspective 26
Learning and Growth Perspective 27
LG 1 a: Percentage of Staff with Desired Credentials 28
LG 2 a: Percentage of Technicians Fully Trained on all Procedures by Facility (Small Animals) • • 80% of technicians are fully trained on all procedures in sample facilities Technician’s in sample facilities are trained on 95% of proficiencies • Note: Facilities include 10 A, 127/128, 28 ICU, 28 D wing, 14 F/G 29
LG 2 b: Percentage of Facilities with One Fully Trained Technician (Small Animals) • 100% of facilities have one trained technician in all competencies listed. • Note: Facilities include 10 A, 127/128, 28 ICU, 28 D wing, 14 F/G 30
Learning and Growth Perspective Summary • Staff credentials • • • Recruiting and retaining veterinarians with ACLAM board certification challenging Facility managers maintained AALAS LATG certification status Technical proficiency • Data was obtained on 56% of small animal facilities where 80% of technicians are fully trained on all procedures and 100% of the facilities have one fully trained technician. 31
Learning and Growth Perspective Planned Actions • Credentials • • • Strive to obtain and retain board certified veterinarians in all new hires Encourage facility management personnel to obtain LATG certification Technical training proficiency • • Data collected on small animal facilities will be expanded to include all small animal facilities Tracking will begin in FY 05 on large animal proficiencies 32
Financial Perspective 33
Financial Perspective 34
F 1 a: Animal Husbandry Unit Cost 35
F 1 b: Clinical Veterinary and Technical Services Unit Cost 36
F 1 c: Special Environmental Factors Unit Cost 37
Financial Perspective (cont) 38
F 2 a: Overall Percentage Increase in Available Housing Utilized 5. 34% 2. 73% Note: Includes all housing available for all animals. Individual building and animal percentages are presented in separate graphs in the Appendix. 39
F 2 b: Overall Percentage Increase in Holding Capacity 3. 20% 7. 91% Note: Includes all housing available for all animals. Individual building and animal percentages are presented in separate graphs in the Appendix. 40
Financial Perspective (cont) 41
F 3 a: Percentage Dollar Savings in Caging and Equipment Purchases • In FY 02, identified bulk purchasing as potential improvement to streamline purchasing process 42
Financial Perspective Summary • Unit Cost • • • Animal Husbandry Unit Cost is $1. 82/animal cage day Veterinary and Technical Unit Cost is $11. 25/animal census Special Environmental Factors combined are $14. 36/unit • Housing Utilized and Holding Capacity continued to increase across DVR • Bulk purchasing of caging resulted in 22% percent savings to DRV in FY 04 43
Financial Perspective Planned Actions • • Unit Costs will continue to be calculated in future FY’s for cost containment purposes Housing Utilized • • Maintain or increase leasing agreements Housing Capacities continue to grow • • Use of new caging schemes, i. e. , ventilated rodent racks Assess need to renovate areas in light of budgetary constraints 44
Financial Perspective Planned Actions • Savings in Caging Purchases • Continue to purchase bulk caging and equipment to obtain best pricing 45
Conclusions 46
Conclusions from PMP • • • Full AAALAC Accreditation was maintained Continued monitoring ACUC semi annual reviews Socializations were increased over FY 02 and FY 03 Investigator’s who respond, do so within 24 hours Maintained Leasing Agreement Process consistent with FY 03 – 100% completed by first day of new FY Identified an upward trend in Veterinary Certifications 47
Conclusions from PMP • Tracking of Technician Proficiencies • • 56% of small animal facilities were evaluated 80% of technicians are fully trained on all proficiencies in sample facilities Of the 5 facilities evaluated, each identified one fully trained technician Housing Utilized and Capacity • Continued to be innovative in use of animal housing space utilizing new technology and transforming space to meet demand for housing different species 48
Conclusions from PMP • Highlight initiatives for FY 05 • • • To successfully complete FY 05 AAALAC program review and site visit. Strive to continue to increase socializations Review response time data and process to ensure appropriate veterinary care Complete technician proficiencies for each veterinary technician; implement large animal proficiency tracking; strive for increased percentage of fully trained technicians (Use Initiative Roadmap here) – should be the same. 49
Appendix Pages 2 – 9 of Performance Management Plan Customer Perspective C 1 c: C 1 d: C 2 a: ACUC inspection ratings by facility ACUC inspection ratings by discrete service For control special environmental factors, number of consultations, presentations and trainings C 2 b: For control special environmental factors, number of publications and abstracts C 3 b: ORS Customer Scorecard Ratings for overall DVR services C 3 c: Number of commendations, minor requests/complaints, and major defects by type C 3 d: Number of commendations, minor requests/complaints, and major defects by facility C 3 e: Number of commendations, minor requests/complaints, and major defects by discrete service 50
Appendix (cont. ) Appendix Internal Business Process Perspective IB 1 c: Average number of days to receive quality assurance test results on feed IB 1 c 1: Control chart analysis of feed quality test assurance results turnaround time by month Learning and Growth Perspective 51
Appendix (cont. ) Appendix Financial Perspective F 2 c: Percentage increase in holding capacity and housing utilized for building 10 A rodents F 2 d: Percentage increase in holding capacity and housing utilized for building 14 B rodents F 2 e: Percentage increase in holding capacity and housing utilized for building 14 C rodents F 2 f: Percentage increase in housing utilized for building 14 B nonhuman primates F 2 g: Percentage increase in housing utilized for buildings 103 and 104 non-human primates 52
Performance Management Plan (page 2) 53
Performance Management Plan (page 3) 54
Performance Management Plan (page 4) 55
Performance Management Plan (page 5) 56
Performance Management Plan (page 6) 57
Performance Management Plan (page 7) 58
Performance Management Plan (page 8) 59
Performance Management Plan (page 9) 60
Customer Perspective 61
C 1 c: ACUC Inspection Ratings by Facility • Pilot tested log in FY 04 62
Customer Perspective (cont. ) 63
C 2 a: Number of Consultations, Presentations and Trainings Note: Includes Control Special Environmental Factors data 64
C 2 b: Number of Publications and Abstracts/Posters Note: Includes Control Special Environmental Factors data 65
Customer Perspective (cont. ) 66
C 3 b: Customer Scorecard Ratings for Overall DVR Services • NIH level animal services study to be completed FY 05 67
C 3 c: Customer Feedback Categorization by Type • Developed customer log of commendations and complaints • Pilot results for FY 04 • • Commendations Complaints 98 33 68
C 3 d: Customer Feedback Categorization by Facility • Developed customer log of commendations and complaints by facility 69
C 3 e: Customer Feedback Categorization by Discrete Service • • Developed customer log of commendations and complaints Will pilot test and revise in FY 05 70
Internal Business Process Perspective 71
Internal Business Process Perspective 72
IB 1 c: Average Number of Days to Receive Quality Assurance Test Results on Feed Average = 17 days Range = 6 – 27 days Note: Control chart 1 B 1 c 1 shown in Appendix beginning with FY 03 data 73
IB 1 C 1: Average Turnaround Time for Feed Quality Assurance Results 74
Financial Perspective 75
F 2 c: Percentage Increase in Holding Capacity and Housing Utilized for Building 10 A Rodents Note: Percentage increase shown is against FY 99 baseline 76
F 2 d: Percentage Increase in Holding Capacity and Housing Utilized for Building 14 B Rodents Note: Percentage increase shown is against FY 01 baseline 77
F 2 e: Percentage Increase in Holding Capacity and Housing Utilized for Building 14 C Rodents FY 01 FY 02 FY 03 Note: Percentage increase/decrease shown is against FY 00 baseline FY 04 78
F 2 f: Percentage Increase in Housing Utilized for Building 14 B Non-Human Primates Note: Percentage increase shown is against FY 01 baseline 79
F 2 g: Percentage Increase in Housing Utilized for Buildings 103 and 104 Non. Human Primates FY 01 FY 02 FY 03 Note: Percentage increase/decrease shown is against FY 00 baseline FY 04 80
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