Transcript Overview of F4 Variance Programs: CSV, SOV and CSAW

Overview of F4 Variance Programs:
CSV, SOV and CSAW
NAPUS Chapter Convention
Rancho Mirage CA
May 15th 2010
Customer Service Variance (CSV) Basics
• Scope: CAG A-G offices with F4 operations
• Measures F4 earned workload in FTES units
• Compares earned work hours to actual work
hours – FTES variance
• FTES = time; 1 unit = 6.6225 hrs
• FTEE = employees
– Includes a replacement factor
• Web site: http://variance/
CSV: An Overview
• F4 Earned Work Hours
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LDC 42: Business Return Services
LDC 43: Manual Distribution Volumes
LDC 44: PO Box Volumes
LDC 45: Window transactions
LDC 48: Administrative
• Productivity Factors
– Includes stand up talks and breaks
• F4 Work Hours
– F4 MODS operation codes
• F4 efficiency and complement
Small Office Variance (SOV) Basics
• Scope: CAG H-L offices
• Measures F4 earned workload in FTES units
– Workload value vs Unit Open value
• Compares earned work hours to actual work
hours – FTES variance
• FTES = time; 1 unit = 6.6225 hrs
• FTEE = employees
– Includes a replacement factor
• Web site: http://variance/
SOV: An Overview
• Similar to CSV except the following:
– Unit earns the greater of Unit Open value vs
workload value
– Management Involvement
Customer Service Adjusted Workload (CSAW) Basics
• Scope: CSV units only
– SOV units report in eFlash
• 2 main purposes
– Daily volume recording and reporting of F4 manual
distribution volumes
– Daily management of earned work hours to actual
work hour usage
• Web site: http://variance/
eLearning Training Materials
• Customer Service Variance – CSV
– Course #10014948
• Small Office Variance – SOV
– Course #10014941
• Customer Service Adjusted Workload –
CSAW
– Course #10014945
Questions?
Contact: Glen D Cournoyer
Area Delivery Programs Support
(858) 674-3175