what customers want-presentation

Jim Aynes

Executive Director Employment Source

Fayetteville, NC

What Customers Want

Pamela M. Munoz

Mission & Installation Contracting CommandDirector, Installation Contracting Office

Joint Base Lewis-McChord

Agenda

• Introduction/background• Times of federal budget constraints• Is it time to consider realigning your business

focus?• Being competitive in a tight fiscal environment• My experience as a contracting professional• Closing

Introduction/Background

• Pamela M. Munoz– Director, Installation Contracting Office, Joint Base Lewis-McChord– 19 years contracting experience; 4 years as Director– First AbilityOne experience in 1993 as a Contract Administrator

• Mission and Installation Contracting Command (MICC)– HQ, Army Materiel Command (AMC)– Army Contracting Command (ACC)– Mission and Installation Contracting Command (MICC)

• 7 Contracting Centers• 35 Installation Contracting Offices (ICOs)

Times of federal budget constraints

• DoD/Army are curbing their appetite for contract support

• Down scoping existing contracts• Where is Army spending what money they have?

– Government in-sourcing (?)– Critical needs to support mission (CONUS/JBLM)

• Installations that are Power Projection Platforms (PPPs)• ARFORGEN Cycle (Reset/Train-Ready/Available)• Infrastructure/Facilities Maintenance• Support of Wounded Warriors/Warriors In Transition

Time to consider realigning your business focus?

• Products or services mix• Geographical• Can your business “roll” with your customer’s

sometimes dramatic change in mission that impact contract requirements?

Being Competitive in a tight fiscal environment

• More than just performance, technical capabilities, and fair price

• Changing environment for competition– Increased competition between NPAs/crossing regional

areas– Expanding to more complex contracts of higher dollar

value


• Bring your “A” Game to the table– Understand who your customer is

• Mission• Culture• Location

– Give the customer a “feel” for who your company is and what you stand for

– Demonstrate energy and eagerness to be our partner– How does your company provide “value added”?– Employment of Service Disabled Veterans– Be able to articulate why going AbilityOne/NISH is your customer’s

best contract solution– Offer your ***unconditional guarantee*** for quality services


• Keep lines of communication open– Regional NISH Office– Government

• Contracting Office Director• Contracting Officer• Contract Specialist/Administrator• Contracting Officer’s Representative

My experience as a contracting professional

• Build strong partnerships with high performing NPAs• Proven history of success and value added opens the doors

to more opportunity• Winning new customers is about alleviating perceived risk

– ***Unconditional Guarantee*** of quality contract performance– How will people with disabilities perform; be able to provide quality

service to meet mission requirements– Breaking down stereotypes– You understand – and can demonstrate – knowledge of your

customer’s mission and culture– Your ability to articulate how you will meet the changing needs of

your customer (ARFORGEN)

Closing

Pamela M. Munoz

Mission & Installation Contracting CommandInstallation Contracting Office

Joint Base Lewis-McChord

[email protected]

Deborah A. Ault

Chief, Contracts DivisionMission & Installation Contracting Command Center

Fort Knox

What Customers Want

Agenda

• Introduction/background• What the ‘Customer Wants’• NISH and Fort Knox• Closing

Background

• Debbie Ault– Chief, Contracts Division, MICC Center - Fort Knox– Over 30 years contracting experience: Procurement Clerk Typist,

Purchasing Agent, Contract Administrator, Contract Specialist, Division Chief

• MICC Center - Fort Knox Customers– US Army Accessions Command; US Army Recruiting Command; US

Army Cadet Command– Human Resources Command– Military Entrance Processing Command– Garrison– Various others

What the Customer Wants

• Contract Compliance• Good Working Relationship

NISH and Fort Knox

• Custodial Services• Mail and Distribution Services• New Initiatives• Facilities Maintenance Services

– Call Center– Market Research - includes AbilityOne consideration

Closing

Deborah A. Ault

Mission & Installation Contracting Command Center(Fort Knox)

[email protected]]

Jim AynesExecutive Director - Employment Source

What Customers WantGrowing AbilityOne Opportunities

Meeting and Exceeding our Customers Expectations

History on Employment Source Contract GrowthValue add to our customer Creative look and feel Make it easy for the customer to work with

you

Agenda

Historical growth of Employment Source

Growth Drivers Expand opportunities with existing customers Broaden scope of services and products Expand geographic footprint

Employment Source

Primary customer in our backyard

Recognize us as the community resource Develop a business advisory council to gain access

to potential customers in local community Outreach to local installations and/or potential

business partners, i.e. Chamber of Commerce, Rotary

Build reputation as a trusted partner Meet or exceed expectations Make it easy for customer to with you Cost efficient for services or product provided

Veterans Affairs Medical Center – Switchboard

Expansion with Existing Customers

Fort Bragg Mail Services Grounds Maintenance Vehicle Registration Administrative Support –

Soldier Welcome Center Basewide Food Service Operation

Veterans Affairs Hospital, NC Patient ID badges Patient files and records Switchboard Valet Parking Veterans Affairs Hospital, KY

Fort Bragg, Mail Services

Fort Bragg, Vehicle Registration

Examples of growth with Existing Customers

Know your skill set and area(s) of expertise Strategic expansion Hire people that have knowledge base. [example:

Reception Center] Strategic downsize Never fail the customer – use AbilityOne to transfer

contract if necessary. [example: custodial services, commissary]

Fort Bragg Welcome Center Commissary Operations, Ft. Benning

Broaden Scope of Services / Products

Service Expansion Food service Administrative and Mail room operations Grounds Maintenance

Products expansion – we had expertise with wood and metal shop Humvee jacks Military lockers Architectural chairs Range Targets

Military Humvee Jacks Architectural Design Chair

Food Service operations

Examples of business line expansion

Be willing to go where the customer has requirements Partner with brick and mortar facilities in off-site locations Example: Redstone Arsenal Alabama – Phoenix Off-Site locations Kentucky – Facilities Management; Administration at

VA Cherry Point, NC – Food Service Operations Raleigh, NC – Expansion EPA building Fort Knox

o Mail Service Operationso Contact Center and Support – Human Resources

Command

Expand Geographic Footprint

8

Support in developing Statement of Work As a long-term partner, help identify cost savings for

customer Be open to developing partnerships Sub / prime relationships with commercial customers Sub / prime relationships with other non-profits

Demonstrate capability Availability and responsiveness Make every customer feel as if they are your most

important customer Deliver results – majority of our business has grown based on reputation and demonstrated results Keep the customer happy! Fort Bragg Food Service Awards and

recognition for outstanding work

Always Be a “Value Add” to Customer

Closing

Jim Aynes

Executive Director - Employment Source

600 Ames StreetFayetteville, NC 28301

[email protected]: 910-826-4699 ext. 232

Sherri Scyphers Hungate

Vice PresidentGoodwill Industries of South Florida, Inc.

What Customers WantGrowing your business

Customer Service is a roadmap to success!

Our mission is to identify persons with significant disabilities, conduct vocational evaluation, provide training and offer employment at GI or locate jobs in the South Florida community.

What is Goodwill’s Mission?

•$110 Revenue

•2300+ Employees on Payroll

•Over 1000 Competitive Employment Placements

•Entrepreneurial Business Lines of Grounds Maintenance, Janitorial, Bus Cleaning, Food Service, Document Destruction, Berthing, Miami HeraldAdvertisement Insertion, Warehousing, Apparel/ Flag Manufacturing, and Retail Stores

Who is Goodwill Industries of South Florida?

GI does not generate any business income unrelated to its 501(C)(3) status. With 92% of our revenues related to programs, we are rated as one of the most cost-effective not-for-profits in the United States.

Who is Goodwill Industries of South Florida?

• Atlantic Oceanographic and Meteorological Agency• City of Miami• Defense Logistics Agency Troop Support• Department of Veterans Affairs• General Service Administration• Internal Revenue Service • Miami-Dade County• State of Florida• The Miami Herald• University of Miami• U.S. Air Force• U.S. Army• U.S. Coast Guard• U.S. Navy

Who are our a Few of our Customers?

Road Map

CRP Mentorship

Easy to Contact

ProcessImprovement

Professional

Face To

Face Meetings

Know SOW/Spec

Learn Customer’s Problems/Stresses

Counted on

In the Worse of

Times

QualityPerformance

Exceeding Expectations

WrittenCommunications

Phone CustomerService Audits

HappyCustomer

Contact

Sherri Scyphers HungateVice President

Goodwill Industries of South Florida, Inc. 2121 N.W. 21st Street

Miami, Fl 33142

(305) [email protected]

Jim Aynes

Executive Director -Employment Source

Fayetteville, NC

Q&A

Session Evaluation Information

SESSION TITLE: Customers

SESSION CODE: OP-W130

what customers want-presentation

Documents

contracting centers

customers mission

contract administrator

munozmission installation

mission requirements

tight fiscal environment

command acc mission

quality contract performance