Operational Reviews at theNational Cemetery Administration (NCA)
Presented by : Eric J. MalloyDirector, Improvement and Compliance Service1/11/2017
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Overview of the National Cemetery Administration (NCA)The Organizational Assessment and Improvement (OAI) Program OverviewThe Baldrige Performance Excellence Framework (PEF) applied to OAIComponents of an OAI self-assessment/reviewQuestions
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Agenda
NCA is one of three administrations within the Department of Veterans AffairsThe other administrations are Veterans Health and Veterans Benefits.The National Cemetery Administration (NCA)135 National CemeteriesMore than 3.4 million gravesites maintainedMore than 100,000 interments per yearMore than 300,000 headstones and markers provided per yearMore than 600,000 Presidential Memorial Certificates provided per yearApproximately 1,850 employees
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NCA Overview
Mission: National Shrines and Lasting Tributes – NCA honors Veterans and their eligible family members with final resting places in national shrines and with lasting tributes that commemorate their service and sacrifice to our Nation.Vision: NCA will be a model of excellence for burial and memorials for our Nation’s Veterans and their families.NCAICSsupports the mission and vision through its key products and services which include:Organizational Assessment and Improvement (OAI)- National Cemetery Reviews- District Office Reviews- Central Office Staff reviewsVeterans Cemetery Grants Program compliance reviewsImprovement studies (Lean, LSS, Process Design/redesign, Best Practice, etc.)Internal Controls, Risk ManagementOIG, GAO, and other types of evaluations
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NCA Overview
Began in 2004Initial Purpose: Drive continuous improvement efforts at national cemeteriesSelected questions from the Baldrige PEFSelected areas of importance – including safety and employee trainingOperational Standards and MeasuresMajor expansion and redesign in FY15, piloted in FY16, implemented FY17New purpose is focused on an integrated self-assessment and improvement program addressing multiple needs, while further enhancing a learning environment throughout NCA.
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OAI Program Overview
Organizational Assessment and Improvement (OAI)A key component of NCA’s Continuous Improvement Program
Multiple levels of review and improvementSelf-assessment and improvement at all levels of managementPeriodic review and improvement from higher levels of managementCentral Office led verification reviews/audits with follow-up and corrective actions
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OAI System Map11/2016
NCA Customer FocusedOperations
Self-assessAction PlansImprovement
ImprovementAction PlansSelf-assess
ImprovementAction PlansSelf-assess
EvaluateRevise
AnnualAnalysisReporting
CO-ledReviews
ICS
CO-ledReviews
ICS
CO-ledReviews
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Organizational Assessment and Improvement (OAI)A key component of NCA’s Continuous Improvement Program
Based on the Baldrige Performance Excellence Framework (PEF)Leadership –How leaders set direction, communicate goals, assess performance, and recognize excellencePlanning –How leaders plan for change to meet current and future business/customer needsCustomer Focus –How leaders listen to, understand, and respond to customer needs and expectationsData, Analysis, and Knowledge Management –How leaders utilize performance data to identify opportunities and quantify improvementsWorkforce Focus –How leaders assess capabilities and capacity, develop the workforce, and prepare for changing customer and business needsOperations –How leaders control, improve, and redesign processes to ensure consistent high-quality products and servicesResults –Objective evaluation of key outputs aligned with key processes associated with six primary Baldrige PEF process categoriesNCA Key Performance Measures, OIG/GAO open recommendations, Internal Controls, improvement projects/innovations, performance scorecards, Operational Standards and Measures
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Key components of an OAI Review
Baldrige PEF based LeadershipevaluationNCA Key Performance MeasuresOIG/GAO open recommendationsInternal ControlsImprovement projects/innovationsPerformance scorecardsOperational Standards and Measures
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Key components -Leadershipevaluationbased on six Baldrige PEF process categories
Baldrige PEFevaluation based on “Facilitated Discussion” approach to applying the criteria.Leaders are asked a series of questions aligned with each of the six Baldrige PEF process categories.Based on leadership responses – review teams develop and ask follow-up questions to members of the workforce to assess process ADLI.All responses are then aligned with a category specific maturity guidelines to identify one Strength and one Opportunity for Improvement.This is repeated for each of the six process categories.Baldrige PEF application method options: Survey; Facilitated Discussion; Mock Application; Application; or Audit
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Key components -NCA Key PerformanceMeasures, OIG/GAOopenrecommendations, Internal Controls
NCA Key Performance MetricsAssess current performance against national targets for NCA key metricsReview facility to determine/identify anyopen OIG or GAO recommendations. If there are open recommendations – then identify and ensure there is a current action plan in place to address.Internal Controls- Custom checklists- Aligned with requirements outlined in OMB Circular A-123- Example – Cemetery standard categories include: Compliance with Law; Reasonable Assurance and Safeguards; Integrity, Competence, and Attitude; Separation of Duties and Supervision; Access to and Accountability for Resources; Recording and documentation; Resolution of Audit Findings and Other Deficiencies; and Mandatory Training.
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Key components -Improvement projects/innovations
Improvement project/innovations- projects often the result of:Leaders Developing Leaders sessionsEmployee suggestionsAll Employee Survey result evaluationExternal Customer Satisfaction survey result evaluationSelf-assessment (OAI, Performance Scorecard, Staff Meeting)Participation in nationally sponsored studiesOpportunities identified through third-party review
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Key components – Performance Scorecards,OperationalStandards andMeasures
Performance ScorecardsAddress key products and services of the organizationReported periodically (at least quarterly)Associated goals or targetsOverall performance levelsOperational Standards and Measures. Categories of consideration include:Equipment Maintenance StandardsGrounds Maintenance StandardsHeadstone, Marker, and Niche Cover OperationsInterment OperationsOther Standards
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An integratedoperational review program that addresses multiple areas of importance across multiple types of offices.More areas of importance addressedMore types of offices addressedLower cost per review (labor and travel)Shorter cycle times from review to feedback report
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Results
Questions
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