Retension Process Black Belt Project Storyboard

RESULT: Reduced number of extensions by 90%, Standardization of Process, New SOP
Key Improvement: Recommended eliminating 29 steps in current process
IMPACT: Quicker monitoring, identification, and accession of qualified reenlistees
Project: Analyze
Measure
IMA (Reserves) Reserve Support Unit (RSU) Air Stations West (ASW) Individual Mobilization Augmentee (IMA) and 160
140
OVE R A L L C Y C L E T IME 80.0%

70.0%

60.0%
Reserves Reenlistment and Extension Process

Retention and
120 50.0%
100
OVE R AL 40.0%
80
L S eries 1
60 30.0%
12 No 40
20.0%
16
11

Extension
Route request Local 26 82 27 29 30 31 32 33 34

20
to Senior Has Marine Yes No Submit to MOBCOM Yes RSU is notified Marine Yes
Extension HQMC Print TFRS Active Local Unit
Enlisted been MOBCOM via Submits to of length of Draft NAVMC performs
Approved Approves message Duty RUC Runs on Diary
proactive? TFRS HQMC extention extesion
(90 days)

Yes
No
0 10.0%
No

1 3 5 7 9 11 13 15 17 19 21 23 25 27
0.0%
13
Training A dminis trative Medic al C ommand
End

I-MR Chart of OVERALL
17 18
19
21 22 23 24 25
Training A dminis trative Medic al C ommand
Marine
Appropriate No Sent to MOBCOM MOBCOM/MM RSU verifies
NAVMC 321
signatures
on RSU
MOBCOM via reports on SB updates through End U C L=170.5
Drafted
obtained
Active
CSC Diary records MCTFS 160
Duty RUC

n iv u l a e
I d id a V lu
Yes
71 73 74
120
25
Dept. 1
RSU S1
Verified in
_
reports on
MCTFS
End 80 X=77.5
Diary

40
Yes 36 37 38
5 Conduct

Timelines s of s upport
10

20
2
Identify Training Provide Roster
Does 8
Marine is 35
Notify training
0

CPIMS Project ID No.:
1 Marines 3
Make 4 Yes Extention No Marine of
Educate Marine Screened Yes
Start (12-14, 6- Initial
Marine desire to (Refer to
30 days
Requireme LC L=-15.5
(c alls /c ommunic ation) Timelines s of
9, or 3-6 Contact RECC 60 61 62 63 39 40 41
Reenlistment 42
Marine routes 45 Marine43
submits 46 47 48 50 84 51 52 58 53 59 75 77 78 79
Reenlist Checklist) nts Fitnes Report RSU CO Submit to MOBCOM MOBCOM DD form 4 drafted Marines
months out No No Yes Print TFRS Yes Local unit runs
Admin/Billet
Dates
Effort is RSU follows up Marine Discrep package package via
provided
completed
MOBCOM via Screens Discrepencies forwards to
HQMC
Notify Marine and sent to Marine CO Signs performs
On Active RSU verifies Individual 3 6 9 12 15 18 21 24 27
Sponsor documented if needed rescreened encies created on Marine's Chain package to Approved Message Duty on diary via MCTFS folder closed
O bse r v a tion
s upport (c alls /c ommunic ation)
Identified endorsement TFRS package HQMC for signature reenlistment
Marine of Command RSU
ODSE68
Reports 69 No 9
RSU IMA
E-mail
Messages 6
Annotate Screening 64 65 67 Yes No No
Phone call
MARADMINS/ Marines Checklist On Yes Marines goes
Orders Medical
U C L=114.2
15
Intentions not Orders to medical 70 72
to reenlist

No
Career Planer
Folder
RELM Request 49
Rejected and
sent back to
76 80
MOBCOM
81
MOBCOM 100
Q uality of s upport (C areer P lanner
Sent to

k nowledge level) Q uality of s upport
66 Reports on updates

M v gR n e
7 the RSU MOBCOM

o in a g
Follow-up) RSU provides diary records
(6 month, 3 letter
75
(C areer P lanner k nowledge level)
month, 45 day)

NAV015239
50
__
54
Marine signs 85 55 56 57 25
M R=35.0 10 A vailability of information A vailability of
TFRS Submit signed
Message
acknowledging
disapproval
CO Signs copy via TFRS
to be archived
Marine is
dropped
End

0 LC L=0
information
3 6 9 12 15 18 21 24 27
O bse r v a tion
5

Boxplot of A TO B, B TO C, C TO D, D TO E
0
140
Mos t Important Important L es s Important
IM A and Reserve Retention and Extensionproject Data Collection Plan
120 Residual Plots for Cycle Time
Objective Measures/Data Data Collection Method Data Sources Timing Responsible Party
(Why) (What) (How) (Where) (When) (Who)
Document number of Historical Data
Normal Probabilit y Plot of t he Residuals Residuals Versus t he Fit t ed Values
Inspection of files, emails, contact Unit Career Planner

Problem Statement:
1
reenlistment completed.
Track seperations and
Number of Reenlistments sheets and Total Force Retention Office (Share driv and
e
(3 years - Current year
plus two previous
SSgt Caputi, Sgt Bumbasi, &
Sgt Richard
100 99
System (TFRS) unit files)
why) years) 6
Historical Data 90
Identify why extensions (3 years - Current year SSgt Caputi, Sgt Bumbasi, &
80 4

ei u l
2 Number of Extensions sheets and Total Force Retention Office (Share driv and
e

Rsd a
Pr et
ec n
were performed plus two previous Sgt Richard

D ta
years)
Historical Data 50 2

a
Note the number eligible Number of individuals were (3 years - Current year SSgt Caputi, Sgt Bumbasi, &
3 to start processing eligible
sheets and Total Force Retention
System (TFRS)
Office (Share driv and
unit files)
e
plus two previous Sgt Richard 60 0
years)
10
Document how many Inspection of files, emails, contact Unit Career Planner
Historical Data -2

Per the Marine Corps Order P104R.35B ,
(3 years - Current year SSgt Caputi, Sgt Bumbasi, &
4 were disqualified from
reenlisting and why
Number disqualified sheets and Total Force Retention
System (TFRS)
unit files)
e
plus two previous Sgt Richard 40 1
years) -6 -3 0 3 6 2 4 6 8
To document when
interviews were Historical Data Residual Fitted Value
5
performed ((1st, 2nd. &
3rd) by the Career
Number of interviews
conducted with individual
sheets and Total Force Retention Office (Share driv and
e
(3 years - Current year
plus two previous
SSgt Caputi, Sgt Bumbasi, &
Sgt Richard
20

the Career Planner and Commanding
Hist ogram of t he Residuals Residuals Versus t he Order of t he Dat a
Planner and how far out years)
from EAS/ECC
To document when and
Historical Data 0 8
how often the Inspection of files, emails, contact Unit Career Planner
6 Commanding Officer had
Number of Commanding
sheets and Total Force Retention Office (Share driv and
e
(3 years - Current year SSgt Caputi, Sgt Bumbasi, & 6
Officer interviews plus two previous Sgt Richard
the opportunity to System (TFRS) unit files)
A TO B B TO C C TO D D TO E 6

F e u ny
years)
4

r qe c

ei u l
interv iew the individual

Rsd a
Officer are required to conduct several
Historical Data
Capture Cycle Time from Inspection of files, emails, contact Unit Career Planner
7 First Contact to Overall Cycle Time sheets and Total Force Retention Office (Share driv and
e
4 2
plus two previous Sgt Richard
Reenlistment System (TFRS) unit files)
years)
0
Capture Cycle Time from
First Contact to Marine based on mtg notes, xxx may be
Unit Career Planner
Historical Data
Process Capability of OVERALL 2
8 Cycle Time A Office (Share driv and
e
-2

interviews with Reserve Enlisted Marines
submission of "request received" plus two previous Sgt Richard
unit files)
information for package years)
Capture Cycle Time from 0
when reenlistment Historical Data USL -4 -2 0 2 4 6 1 5 10 15 20 25 30
Unit Career Planner
package is Completed based on mtg notes, yyy may be (3 years - Current year SSgt Caputi, Sgt Bumbasi, &
9 and sent and receiv ed at
Cycle Time B
CO endorsement
e
P rocess D ata W ithin Residual Obser vation Or der
unit files) LS L *
MARFORRES/MOBCO years) O v erall

with a Reserve Component Code (RCC) of
M T arget *
P otential (Within) C apability

D
Historical Data USL 90 Method 2 Method 1

on
when Unit Career Planner
10 MARFORRESS/MOBCO Cycle Time C
Total Force Retention System
e
S ample M ean 77.5357 Cp *

't
(TFRS) plus two previous Sgt Richard
M completes rev iew and unit files)
years) S ample N 28 C PL * No commitments

th o
routes to HQMC
S tD ev (Within) 30.6689 C PU 0.14 Material

inn

KA (Reserve non-obligors) or RCC KF
Historical Data
C pk 0.14

ke
when package is initally Unit Career Planner S tD ev (O v erall) 31.3197

D
Total Force Retention System (3 years - Current year SSgt Caputi & Sgt Bumbasi,

th
11 receiv ed at HQMC, Cycle Time D Office (Share driv and
e No mandatory admin muster
O v erall C apability

on
(TFRS) plus two previous Sgt Richard

ey
approv ed and returned to unit files)
years)
Command.

't
Pp *

ne
Capture Cycle time is

ca
from date of reenlistment Total Force Retention System Unit Career Planner
Historical Data PPL * IMA marines schedule their own drills

ed

re N o
(3 years - Current year SSgt Caputi & Sgt Bumbasi,
Local commands hold

(IMA) prior to the end of the Reserve
12 to hav ing it reflect in Cycle Time E (TFRS) & Marine Corps Total Office (Share driv and
e PPU 0.13 N

no
Marine Corps Total Forces (MCTF) unit files) o

to
years) P pk 0.13

t r
Forces (MCTF) fo

do
C pm * ll

ig
o No feedback from marines

lo
w

ht
ca
u

in
p

l c
Entries not run

Expiration of Current Contract (RECC) (i.e.

fo
om
m
Wait on VA
20 40 60 80 100 120 140

d
an

ce
Order not read prior to becoming an IMA
Marine's info not

ds
O bserv ed P erformance E xp. Within P erformance E xp. O v erall P erformance

or
(1) Initial Interview- 14 to 12 months, (2)
up to date

Improve

nf
P P M < LS L * PPM < LS L * P P M < LS L *

ct
Marines don't care

te
PPM > USL 321428.57 PPM > U S L 342218.85 P P M > U S L 345326.40

ire

no
P P M T otal 321428.57 PPM T otal 342218.85 P P M T otal 345326.40 No No Order/Policy

td

id
NOBCOM/Command

pa

ts
no
Pay not affected

sy
follow-up

en
Six- Month Interview - 9 to 6 months, and

bu
ot
es

m
N
do

oo
re
Root Causes:

ui

T
O
No Tracking to 1. Marine not educated

eq
C
completion Marines don't know 2. Actions not enforced

R
RECC Interview- 6-3 months). In most
3. Pay not initially affected

s
sk
FUTURE STATE RSU REENLIS TMENT PROCESS 24MAY11

do rine
4. Tracking

ta
C a reer R etention P rojec t
5. Lacking follow-up w/Marine

a
n'
R ec ommenda tions a nd D etails

M
11 12 18 19 20 21 22 23 24 RECOMMENDAT IONS NOT ES T EAM MEMBER DET AILS PERSON BENEFIT S OF WHEN TO MET RICS
Route Yes HQMC Local Unit

cases the three interviews have not been
Request to Sr Route to Print TFRS Marine Starts ASSIGNED T O (List details here ACCOUNT ABLE RECOMMENDAT ION IMPLEMENT (For monitoring
Measurement Man
Local Approved Draft NAVMAC Reports on DRA FT /DEVELOP and attach FOR be nefits of
HQMC Notifies RSU Message Extension
Enlisted Extension No by HQMC? Diary documents, IMPLEMENT ING recommendation - Machine
Approved? samples, relate d to cost, cycle
(90 days) template s, etc., time, quality,
as appropriate.) custome r
No 1 ObtainT/O adjust to Decision from Executive Officer will This request LtCol Jackson Continuity (dedicated Beginning of satisfaction, etc.)
Customer

conducted only one interview has been
include a Career HQMC by end of work with the must be Career planner). Marines FY12 Satisfaction (Survey)
Yes
EXTENSION PROCESS

Planner FY11. Commanding Officer submitted to have a dedicated
Requested by
HQMC along knowledgible person to
13 14 15 16 Commanding /

Recommendations:
Obtain RSU Verifies 17 Officer/Op with statistics talk to about Career
NAVMAC 321 RSU Reports and Survey Planning issues.
Appropriate through A Sponsor during
Drafted on Diary T/O structure feedback
Signatures MCTFS

documented as occurring and that is
review
2 Work to get Schooled This is a one Same as above Same as above Same as above Same as above Same as above Customer
trained Career Planner stop shop for all Satisfaction and
assigned to the RSU inforamation Quality (Survey)
related to
individuals who
10 may be eligible

usually within 2 months of the Marine
Error: Identify for reenlistment
58 Root Cause 3 Send one of the MSgt Villarreal (traning School dates MSgt Villarreal Same as above End of FY11 Customer
A 31 32 33 assigned RSU Marines Chief) identified, Marine (traning Chief) Satisfaction and
to the Career Planning identified and Quality (Survey)
Conduct

•Use TFRs
Training Provide Roster School
Yes Training availability, and
funds requested
2 3 4 5 8 9 30
from

falling off contract. The problem has
1 Notify Marine
Make Initial Educate <30 Days No MARFORRES.
Start Identify Marine Does Yes Screen Marine of 38
Marine
Contact Marine RECC? 51 52 53 34 35 36 37 39 40 41 42 43 44 45 46 47 48 49 50 4 Be proactive in Many of the Project Sponsor/Admin Develop/utilize LtCol Jackson Early identiffication of End of July Reduce cycle time
Marine Requirements Create Submits Forward to Marine Local Unit RSU Verifies Close 29
desire to Admin/ Identify Fitness Document RSU Follows Marine Re- Discrep No Route to Approved
Yes Print TFRS Draft DD monitoring the items associated Chief internal those that are not being 2011 when Marine starts
59 60 Reenlistment Complete CO Endorses Notify Marine Marine for CO Signs Performs Reports on through Individual End performance and with extentions
61 Reenlist? 62 Billet Sponsor Report Date Effort Up if Needed screened encies? HQMC by Message Form 4 control/monitorin proactive in meeting process.
Package Package to Signature Reenlistment Diary MCTFS Folder records of the Marines were associated

•Seek Career Planner Billet on TO
ODSE Email Education Check-list HQMC? g procedures requirements of both
RSU with Admin
Reports Phone call for marines to Retnetion and IMA

existed for more than 2 years. While there
Brief Yes 63 Issues, medical
Messages Check-list and training follow Program
No 54 55 57 Career
Maradmins No
YesMarine goes to Planner
Orders 6 On 5 Use the full capabilities This is a one MCO and Sgt Bumbasi/Sgt Allows for tracking of End of July Assist in managing
Annotate Medical Folder

Control
REENLISTMENT PROCESS

Orders? Medical of TFRS to track the stop shop for all guidance from Richard/SSgt needed interviews 2011 the process (time
Marine's reenlistment process inforamation HHQs and Resilien (Career management).
Intention to not ADDITIONAL RECOMMENDATIONS related to

•Proactively rack status of
HQMC Planners) Improves overall

has been improvements over that time the
Reenlist No AFFECTING PROCESS: individuals who
may be eligible quality of the
56 process.
for reenlistment
7 RSU Provides 6 Update/establish SSgt Caputi Draft SOP Sgt Bumbasi/Sgt Standardizes process End of June Adherance to
Follow Up
Letter Website MCO Sharepoint SOP/Desktop Richard/SSgt reduce variation 20011 SOP/Desktop
- 6 mos
Procedures Resilien (Career Procedures.
- 3 mos
- 45 days Planners) Improves overall

current process has caused an increase in
quality and customer

requirements
25 26 27 28 satisfaction
Marine Signs Submit Signed
Marine is Standard Filing
TFRS CO Signs Copy via TFRS FAQ's Standard Files 7 Deployed guidance in Infromation Career Planner Will use e-mail Sgt Bumbasi Greater detail in End of FY11 Monitor feedback
Dropped Cabinets bulletins and SOP's capture from and Website
Message to be Archived (Career Planner) guidance, easier for from customers
MARADMINs everyone to follow, through regular

the number of extension requested (40 out
and TFRS on a
reduces variation surveys. Improves
regular basis
quality of program

R ecommendations •Seek Diary capabilities
of 50) in order for the individual Marine
T his omme nda tions A na lys is T a ble
R e c mode l s hows
whic h root c a us e s or

•Command hold Marines
is s ues a re
a ddres s e d by e a c h
rec omme nda tion
Meas urement and Metrics (C ontrol) P lan
R ec ommendation Metric S pec ific ations How report W ho W hen X or B ig Y
and the Command to have enough time to
(K e y: 1=wea k,
5= mode ra te ,
9= s trong re la tions hip)
and targ et res pons ible

accountable
Recommendations ObtainT/O Work to Send Be proactive Use the full Update/ Deployed Set up Establish Obtain diary Commanding
values
prepare for Reenlistments, thus causing
 adjust to get one of in monitoring capabilities establish guidance Career Career reporting Officer/
include a Schooled the the of TFRS to SOP/ in Planning Planer capabilities Op Sponsor
Career trained assigned performance track the Desktop bulletins Office to section for all conduct
Planner Career RSU and records reenlistment Procedures and mirror that on Marines Interval Monitor number of Number of <5% R unning C ontrol C areer Monthly C ycle time

•Develop SOP
Planner Marines of the process SOP's of best Website. (IMAs Interviews
extens ion being E xtens ion C harts P lanners /E xecutive

an increase in manpower/resources (2) to
assigned to the Marines practice assigned to
to the
RSU
Career
Planning
active duty
office and
the
Command) performed Officer
School school
house
C ontinuous ly collect E ffectivenes s of >95% B rief (C us tomer E xcutive Officer S imi-A nnually Quality
manage the process and in some cases •Set-up Career Planner’s office
 Charter/Voice of
the Customer
(VOC)-Survey/Root feedback from C areer planner S urveys )
Cause/Issue
C us tomers a nd prog ram
(R es erves /IMA
resulting in the individual's) falling of
Marine not educated 1 5 5 5 9 5 5 1 9 1 5 51

based on Benchmark
Actions not enforced 9 5 5 9 9 5 5 5 9 9 9 79
Pay not effected
Tracking
1
9
1
9
1
9
9
9
5
9
5
9
5
5
9
9
1
9
9
9
5
9
51
95
Ma rines )
Lacking follow-up
E ns ure Marines Improvement >95% C ompare monthly A dmin Monthly C ycle time a nd Quality
contract (10) which in turn makes the
with the Marine 5 9 9 9 5 5 9 1 5 5 5 67
No accountability by

•Extension on case by case bases
Command
IMA Ordered not
9 9 9 9 9 9 5 9 9 9 9 95
records and Trend reports ; look at
followed 9 9 9 9 9 9 9 1 1 9 9 91 requirements are up Unit levels

individual unavailable to the
IMA performance not
tracked 9 9 9 9 9 9 1 9 9 9 5 87 to date
No Career Planner

•Seek approval to submit directly to
on T/O 9 9 9 5 5 9 9 9 9 9 9 91
Desktop Procedures 9 9 9 5 9 9 9 5 5 9 9 87 E ns ure Marines are Tra cking number >95% B rief C ommand A nnually Quality

customers/stakeholders.
No networking with
other Career informed about there of Marines
Planners 5 9 9 5 5 5 9 9 9 1 1 67
requirements and the receiving training

HQMC
TFRS not used 9 9 9 9 9 9 9 9 5 5 9 91
Trained Career
Planner 5 9 9 9 9 9 9 9 9 5 9 91
proces s
Career Planner has
other duties 9 9 9 9 5 9 9 9 9 5 9 91
98 110 110 110 106 106 98 94 98 94 102

A ll is s ues ha ve be e n a ddre s s ed by re c omme nda tions .
A ction if exceeds es ta blis hed metric: C O A warenes s , Identify ca us e of s pike and addres s items /is s ues caus ing s pike or neg ative feedback

Organization: RSU Miramar
Black Belt: LtCol Rollin F. Jackson, Sr.

Retension Process Black Belt Project Storyboard

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