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US Coast Guard Command Instructions
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Coast Guard's Measurement Model
Operational Definition of a Measure
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Encl.
(3)
COMDTINST
5224.9A
Process
Measurement
Model
Example
The
following
practical
application
of
this
model
to a
field
travel
claim
office
is
illustrative
only.
Due
to
space
imitations,
critical
detail
required
by
the
Process
Measurement
Guide
has
been
omitted.
1.
"Identify
key
elements
of
your
process
"
The
key
elements
might
be
...
receipt/log-in
travel
claim..then..
compute
entitlement
..then..
prepare
product
to
pass
to
Finance
Center
..then..
prepare
member's
summary
of
computation.
2.
"Negotiate
mutually
agreeable
customer
output
requirements"
You
might
discover
your
customer
requirements
by
...
Talk
to a
dozen
customers
(frequent
travelers
as
well
as
travelers
who
don't
use
Diner's
Club
cards).
Find
out
what
is
really
"important"
to
the
traveler!
For
example:
prompt
payment,
no
errors
in
payment,
and
understandable
breakdown
of
travel
entitlements
.
3.
"Determine
effectiveness
measures
of
key
customer
outputs"
Decide
what
data
is
needed
to
determine
if
customer's
"important"
issues
are
being
addressed.
a.
Cycle
time
for
claim
(claim
received
until
check
delivered).
b.
Cycle
time
for
claim
in
travel
office.
c.
Error
rate on
claims.
d.
Survey
of
customer's
satisfaction.
Keep
talking
to
your
customers
in
the
future!
4.
"Determine
internal
efficiency
measures
of
your
process
"
Plan
your
data
collection
strategies
to
determine
CYCLE
TIMES
and
WASTE
(ie...
error
rate)
in
your
process.
Review
the
"operational
definition
of a measure"
checklist
to
answer
all
questions
about
your
CYCLE
TIMES
and
WASTE
measures.
5.
"Negotiate
mutually
agreeable
supplier
input
requirements"
Talk
to a
dozen
travelers
...
find
out
reasons
why
travelers
don't
promptly
complete
travel
claims
and why
they
make
errors
in
preparing
their
claims.
Discuss
these
issues
with
the
travel
office
staff.
Develop
training
or
helping
guides
for
travelers
to
eliminate
traveler
delays
and mistakes.
Keep
talking
to
travelers
in
the
future.
6.
"Determine
effectiveness
measures
of
key
supplier
inputs"
Plan
your
data
collection
strategies
to
determine
CUSTOMER
SATISFACTION
(ie...
survey)
and
ON-TIME
DELIVERY
(Time
from
end of
travel
to
receipt
of
original
claim
in
travel
office),
7.
"Collect
and
use
measurement
data
"
Prepare
your
charts
for
presenting
your
data.
Post
the
charts
so
you
and
the
staff
can
see
the
data
as it is
being
collected.
Use
the
information
to
initiate
improvement
efforts.
Reminder:
This
example
is
illustrative
only.
See
the
Process
Measurement
Guide
for
detailed
help.
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