Performance Based Management

Self-Assessment Report

October 2004

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Printing & production

Introduction/Background

Date of last assessment: October 2003

Departmental Overview

Laboratory Mission

The Stanford Linear Accelerator Center is the lead Department of Energy (DOE) laboratory for electron-based high energy physics. It is dedicated to research in elementary particle physics, accelerator physics and in allied fields that can make use of its synchrotron radiation facilities—including biology, chemistry, geology, materials science and environmental engineering. Operated on behalf of the DOE by Stanford University, SLAC is a national user facility serving universities, industry and other research institutions throughout the world. Its mission can be summarized as follows:

• Perform world-class research in high energy physics, particle astrophysics and cosmology, and in the use of synchrotron radiation

• Provide accelerators, detectors, instrumentation and support for national and international research programs in elementary particle physics and allied fields that use synchrotron radiation

• Advance the art of accelerators and related devices through development of sources of high energy particles and synchrotron radiation, plus new techniques for their scientific utilization

• Advance the critical technologies necessary to maintain its leadership and excellence in particle physics, accelerator physics, particle astrophysics and cosmology, and synchrotron radiation

• Transfer practical knowledge and innovative technology to the private sector

• Contribute to the education of the next generation of scientists and engineers, and to the scientific awareness of the public

• Achieve and maintain excellence in matters of environmental concern and provide for the safety and health of its staff and the general public.

The Printing and Reproduction functional area self-assessment is based on, and measured against, performance objectives and standards as reflected in Performance Based Management measures that were jointly defined by SLAC managers and their DOE/OAK counterparts in order to address customer satisfaction, cost efficiency, and contract compliance.

Douglas Kreitz, Assistant Director for Business Services, BSD

Dianne Morris, Supervisor of the Reproduction Facility, Mechanical Design

Performance Objective/Measure:

The Laboratory manages information as a corporate resource to improve the quality of its products, to add value to scientific programs and customer services, and as a tool to improve its work processes. Information will be made available rapidly and cost effectively and will be distributed to the public, industrial partners and stakeholders, as appropriate.

Assumptions:

For purposes of this performance objective, the "information management" elements include Printing and Reproduction.

Process used to meet objective/measure:

Three representative measures have been chosen that reflect the performance of the SLAC Reproduction facility, an area where measurements are readily available.

Percentage of double-sided duplication

Cost per copy

Customer satisfaction

Details of these measures are summarized in this document.

Findings:

The percentage of total “impressions” of double-sided black-and-white copying in the Reproduction Facility was 92% in FY 2004.  This high percentage is unchanged from last year. If we include color copying in our calculations, the total reduces slightly to 89%, still an excellent statistic -- very encouraging and consistent with our overall efforts to encourage double-sided copying in all modes.

1. Our cost per copy has decreased slightly (minus ~7.7 %) from the figure for last fiscal year.  Our per-copy costs averaged $0.6807 this year compared with $0.07377 in FY 2003.  Our goal is to keep our cost-per-copy within 10% each year.  Therefore, this lower cost-per-copy result is certainly within the acceptable range and is consistent with past performance.
2. Customer satisfaction with the Duplication facility remains very high as indicated in the ongoing customer satisfaction survey. We are pleased to report that 94.8% of customers rate our service in the highest possible rating. This is an “Outstanding” result.  Documentation on customer satisfaction is available on request.

Discussion:

The Duplicating Facility volume comprises slightly less than 20% of the copying done at SLAC overall.  We do not record data on other copy volumes in the “convenience copiers” distributed throughout the laboratory.

The cost-per-copy figure for the Duplicating Facility has returned a value similar to those seen in previous years.  Since the Duplicating Facility has generally fixed operating costs for labor and equipment, cost-per-copy depends almost entirely on volume. 

Customer satisfaction with the Duplicating Facility is extremely high and we intend to continue to maintain that high satisfaction.

Overall Performance

Customer Satisfaction:

Treating each of the components of this functional area independently:

1. In the area of convenience copying, customer satisfaction appears to be satisfactory. No complaints have been reported by Purchasing; new copiers are performing adequately.  In this area, we would rate ourselves as “Good”.
2. Customers of the SLAC Reproduction facility indicated a very high satisfaction in their surveys.  This deserves a rating of “Outstanding”.
3. The Technical Publications group continues to receive very positive comments regarding Web availability of SLAC publications and the innovative means of delivery of this information.  This rates an “Outstanding” for performance.

Cost/Efficiency

1. For convenience copiers, costs and efficiency are well served with the current mix of vendors.  .  In this area, we would rate ourselves as “Good”.
2. For the Reproduction Facility, costs, efficiency, and customer satisfaction remain “Excellent” as indicated in the performance measures.
3. Technical Publications continues to make SLAC publications available via the Web. This is an efficient distribution system for both Laboratory staff and the entire High Energy Physics community, and especially for SLAC collaborators at other institutions.  This rates an “Outstanding” for performance.

Contract compliance:

SLAC is in compliance with all DOE Orders dealing with Printing and Reproduction.

Performance Goals for FY 2005 

• To continue to offer efficient and cost-effective duplicating services
• To encourage double-sided duplication whenever practical
• To continue to investigate, and implement, innovative uses of internet technology to reduce dependence on hard-copy distribution of information

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