Deploying FMWR-DS Feat aturing uring a Fort Knox Case Study dy - - PowerPoint PPT Presentation
Deploying FMWR-DS Feat aturing uring a Fort Knox Case Study dy What is FMWR-DS? The Fam amily y an and MW d MWR Delivery ivery Sy System tem (FMWR WR-DS DS) is a f a five ve step p pr proc ocess ess to crea eate te integr
Feat aturing uring a Fort Knox Case Study dy
FM FMWR-DS S is is desig igned ned to foster er the he deli liver ery y of in integra rated, ted, cu customer mer- focu cused ed pro rogra rams s geare red to each ch Garrison’s unique needs.
Th The Key y Re Result t Ar Areas s (KRA RAs) s) are the go goals of FMWR-DS DS:
1. 1. Increas ase customer r focused programming ing 2. 2. Maximize mize use of facilit lities 3. 3. Expand non-facilit acility based programmin ming Integrate rate programming ming 4. 4. Integrate rate programming ming 5. 5. Pursue sue externa nal l partners rship hip opportun unities ities 6. 6. Develo lop intern rnal al marketi ting strate tegie ies 7. 7. Improve common support t service ices 8. 8. Implement nt team concepts ts
Form rmali lizes es the he pro roce cess to im impro rove and nd enh nhanc nce e Recr creation ion at your ur Garr rris ison
uppor
ts deplo loyments yments and nd Sold ldie ier r re readin iness ess for r our ur Arm rmy
rengt ngthen hens s the he Arm rmy Fa Famil ily
imizes es patro ron n opport rtuni unities ties
tuniti nities es
FMWR-DS Process
Community Inventory
Gathering list
FMWR-DS Process
Questionnaire
Goals/Tasks
FMWR-DS Process
& DFMWR Brief
Staff Brief
FMWR-DS Process
FMWR-DS Process
FMWR-DS Process
Program Managers Director, Family & Morale, Welfare Recreation Garrison Commander Chief, Community Recreation Front Line Staff Recreation Programmers Customer
Customer Focused Programming
Desired outcome:
Tools that help with this KRA:
Desired outcome:
Tools that help with this KRA:
Desired outcome:
Tools that help with this KRA:
Key Resul ult Are reas –
ntegra grate te pro rogra ramming ing
Desired outcome:
Tools that help with this KRA:
Desired outcome:
Tools that help with this KRA:
Desired outcome:
Tools that help with this KRA:
Desired outcome:
services
Tools that help with this KRA:
Desired outcome:
Tools that help with this KRA:
BBAs Loss of programs and facilities 2003-2004 Garrison Commander and Director “buy in” Work Force Briefings & Union Negotiations Position Reviews Competitive Recruitment Actions 2005 Stood Up New Structure Trained & Educated Staff Developed Action Plan – Marketing – Community Needs Assessment – Review Assessment/Determine Needs Marketed, Promoted and Executed 2008 Hosted SE Region FMWR-DS Implementation workshop Update of Knox FMWR-DS Action Plan and approved by DA Semiannual update completed 2010 Fort Knox Family and MWR served as a DA pilot site for FMWR-DS Implementation (Knox, Leonard Wood, Riley, Bliss, Hawaii, Camp Humphreys and 3 sites in Europe)
BUSINES ESS Melinda linda Stic ickle le ACS Melinda linda Robert berts RECREAT EATION Mark rk Wicker NAF SUPPOR ORT SERVI VICES Betsy Faber er CHILD LD & YOUTH Rayceil il Oggs gs
(FAP)
Mobilization
Member Program (EFMP)
Employment Asst Program
Building (AFTB), Community Life Program (CLP), Army Family Action Plan (AFAP)
(AER)
WR-DS DS
Centers
For Single Soldiers (BOSS)
Management
Construction (Requirements Determination)
Sponsorship
Warehouse & Maintenance
Ventures
(Region)
Business
Centers
Home Networks
Fitness
Services
Services
Services
DIREC ECTOR OR Randy ndy Moore
CRD Division Chief Library Program Auto Craft Program Information Ticketing & Registration Operations Officer Outdoor Recreation Ticketing Thrift Shop Equipment Checkout Center Camp Carlson Travel Camp French Shooting Range Horse Stables Commun unity ity Progr grams s FMWR-DS DS BOSS Rep Mil ilit itary Sports & Fitness Intramurals Aquatics FMWR MWR-DS Programm mmer ODR/WAQ Q (1) FMWR MWR-DS DS Programm mmer Comm mm Activ ivit ities (2) Senio ior Programm mmer (1) Frame Shop/Gallery
RV Storage Lot Fencing
ds Assessments ments – Focus us Groups – customers mers & s staff – SERO Needs Assessment ment – FMWR Advisory Council il – FMWR Particip icipants ants – our “Stars” – AFAP Confere rence ce – Online ne Surveys – BOSS Council il
am Developmen ment
dinati ation – Use of facilit lities ies – Regist stratio ration and Accountin nting (RecTrac!) rac!) – Custo tomer r Service ce
lop & M Maintai tain n Librarie raries – Facil iliti ities – Program am Leaders rs – Establish ablish & M Maintai tain 18-mont nth h Plannin ning Calendar ar
Ha Hanse sen n Gall llery ry SKIES ITR ITR The Country Store
Programmers with community
– FRG meetings – Newcomers briefings – Command briefings
Larg rge e & Small Mult ltip ipurp urpos
e Rooms STACC C Opportu
ities ies
debook
ne Oppor
unity y Knox
l Blasts, s, Primary & Weekend end
w.knoxmwr wr.c .com
e – Acti tivity ty Info, Events ts & On On-lin line e Registra tration tion
er, , You Tube & Flickr
dvertisement isements s & FMWR Feature e Articles
play y Boards
ers
side Billboar ards ds
kly Newcomers rs Briefing ng
t Groups ps (Hearts s Apart)
cept
– A holis isti tic customer mer demand driven Family ly & M MWR a and community nity approach h to deliver programs and service ices to the instal tallat lation
cated ed FMWR-DS S Program am Team
– FMWR-DS Workshop hops (Bi-weekly kly)
rammi ming in the ARFORGEN EN Model
– Seat t on the ARFORGEN Committee tee
ners rshi hips ps
– Busines iness Operation ions Divisio ion
ide facilit lity, staff, food and beverage age and partial al funding – CRD Activities ties
ide volunte teers rs – NAF Support Service ces Divisio ion
keting ting create tes promotio tional nal materia ials ls – Surroundin unding Community ity Busines nesses ses
ide funding through h sponsorship rship
ist t with event planning ing, promotion ion and executi tion
Oct – Jun FY10 Bench chma mark rks Results New w Programs grams 20% 20% 16% 16% Promoti motion Methods 5 14 14 Avera rage ge Participa icipants 15 15 92 92 Cance cell llat ation Rate Overal rall 0-35 35% 12% 12% Cance cell llat ation Rate for New Program grams 30 30-50% 0% 33% 33% Evalu aluatio ion of Program gram 4+ out of 5 4.4 Evalu aluatio ion of Custome mer r Servi vice ce 4+ out of 5 4.2 Broch chure re to Partici icipan pant Ratio io Less s than 50:1 32: 2:1 Clas ass s Repeat Rate 50% 50% 66% 66% NIBD D Goal al $103 03,530 30 $168 68,128 28
Oct – Jun FY10
Total Offered New Offered / % New Offered New Complete New Cancelled New Cancelled Rate Repeat Offered Repeat Complete Repeat Cancelled Repeat Cancellation Rate Average Participants Classes
157 5 / 3% 5 0% 152 144 8 5% 23
Trips and Tours
19 8 / 42% 4 4 50% 11 6 5 45% 13
Activities
15 10 / 67% 5 5 50% 5 4 1 20% 11
Contracts
3 2 / 67% 2 0% 1 1 0% N/A
Tournaments
7 2 / 29% 2 0% 5 4 1 20% 97
Special Events
17 8 / 47% 8 0% 9 9 0% 843
Leagues
0/ 0% 0% 0%
Intramurals
13 1 / 8% 1 0% 12 12 0% 159
Sponsorship/ Advertising
45K 45K N/A N/A N/A N/A N/A N/A N/A N/A
Program am (Oct – Jun FY10) Goal l FY 10 Offered To Date Execu cuted To Date / % o
FY 10 G Goal Cancella latio ion Rate NIBD To Date NIBD Goal for FY % of FY Goal
Classes es 153 153 157 157 152 / 100% 4% 4% $20,790 0,790 $13,440 3,440 100% 0% Trips ps and Tours 40 40 19 19 10 / 25% 53% 53% $4,44 445 $4,48 481 100% 0% Activ ivit ities ies 17 17 15 15 9 / 53% 40% 40% $568 $568 $3,00 000 19% 19% Contr trac acts ts 4 3 3 / 75% 0% 0% $59,350 9,350 $44,000 4,000 100% 0% Tournament rnaments 12 12 7 6 / 50% 15% 15% $0 $0 N/A N/A Special ecial Events ts 16 16 17 17 17 / 100% 0% 0% $82,975 2,975 $31,989 1,989 100% 0% Leagues es 2 0 / 0% 0% 0% $0 $0 $200 $200 0% 0% Intram ramurals urals 9 13 13 13 / 100% 0% 0% N/A N/A N/A Sponsor nsorship/ ip/ Advert ertis ising ng 36K 36K 45K 45K 45K / 100% N/A $45,000 5,000 $6,00 000 100% 0%
TOTAL AL 249 228 207 / 83% 9% 9% $213,1 ,128 $103,5 ,530 100%
Fort rt Knox x Benefits ts Based d Assess ssme ment nt Tool l and Custom tomer er Satisf isfact action n Survey
Benefits Based Army Recreation Tool - Auto Skills Center
Program Name: What benefit(s) do you want participants to experience through this program? Benefit 1: Benefit 2: Program Objective 1: Program Objective 2: Survey Question 1: Overall, I am satisfied with this program Survey Question 2: Survey Question 3: Total Participants: Survey Scores: # of Responses Average Scores: % of Participants Surveyed 6 Question 1: Question 1: Question 1: Question 1: 29 6 4.83 100.00 Question 2: Question 2: Question 2: Question 2: 29 6 4.83 100.00 Question 3: Question 3: Question 3: Question 3: 25 6 4.17 100.00 Survey results indicate that: Overall, participants were satisfied with this program Participants experienced the development of or increase in skill through participation in this program. Participants experienced a decreased level of stress while participating in this program. Customer Safety Class Jan10th & 12th Development of or increase in skill Participants will experience the development of or increase in skill through participation in this program. Participants will experience a decreased level of stress while participating in this program. Decreased stress I believe that my level of stress decreased while participating in this program. Through participation in this program, I have developed a new skill or increased an existing skill.
– Participants reported by an average of 4.16 out of 5 that they experienced a decrease in stress.
– Participants reported by an average of 4.00 out of 5 that they experienced an increase in morale.
– Total sales for the event were 90% higher than the average sales for the previous three same nights of the week the program took place.
– Participants reported by an average of 4.37 out of 5 that they experienced a decrease in stress
– Participants reported by an average of 4.18 out of 5 that they experienced an increase in camaraderie.
– Total sales for the event were 292% higher than the average sales for the previous three same nights of the week the program took place.
– Participants reported by an average of 4.35 out of 5 that they experienced a decrease in stress.
– Total sales for the event were 90% higher than the average sales for the previous three same nights of the week the program took place.
Loo-Wow! Shamrock Shackfest Taste of Derby
programs offered directorate wide
integration