Installation Management Campaign Plan description of all data elements associated with each metric. The metrics will continue to be refined over time to improve strategic outcomes within the Installation Management Community. Key Elements to Metrics Deployment The Army currently uses the Strategic Management System (SMS) as its platform to capture, align to strategy, and report performance results driven by the Army Campaign Plan. Similarly, SMS has been selected as the results reporting solution for the Installation Management Campaign Plan. SMS is a knowledge management tool which aligns strategic focus across Regions and Garrisons. It is a web-enabled, data-driven, performance reporting application which is capable of capturing data from various existing sources, thus avoiding duplicate data entry. It provides a flexible, multi-tiered, enterprise wide view of performance to enable informed decisions at executive and tactical levels. The dashboard supports the Commander’s desire to enter his operation center at any time and assess current performance. Detailed metric information, such as data elements, metric formulas, thresholds of performance, and source of data, is loaded into in this web-enabled application by Headquarters Installation Management Command staff. The intent is to minimize additional data collection and manual input at the installation level by pulling data from existing data collection systems when possible. There are no plans to replace existing databases. SMS has the capability to link to and automate the input of information from data sources like the Installation Status Report and Unit Status Report. The process for training users and reviewers to operate within the Strategic Management System is ongoing and will be sustained through Direct Connect Online sessions. Figure D-2 describes how reporting at different levels of the organization supports the programs and initiatives outlined in the Campaign Plan. Detailed reporting tasks will be published in a follow-on Operations Order. Voice of the Customer (VOC) A key element to monitoring performance by Line of Effort is to stay in tune with the customer. While the nature of the customer and our relationship with them is quite varied across the Installation Management Community, it is important for us to understand and learn from their perceptions. Our customers include Senior Commanders, Soldiers, Family members, Civilians and Retirees. Currently, VOC metrics include those related to customer satisfaction and customer behavior as reflected in participation and utilization rates. VOC metrics also relate to meeting customer satisfaction standards as reported in surveys, like the annual Customer Service Assessment.
Annex D: Metrics Â
D-3