Air Force Publishing Distribution Center AFPDC

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Air Force Publishing Distribution Center (AFPDC)

Customer Service/Warehouse
Doll Holman AFDPO/PPL 9 July 2008
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OVERVIEW

• Government Key Personnel
• Contractor Key Personnel
• Customer Service Operations
• AFPDC Order Processing Flow
• AFPDC AF1846 Process
• AFPDC Over The Max Issue Process
• AFPDC Shipping Process

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Air Force Publishing Distribution Center New Fac
ility
100,000 square feet warehouse space
3,000 square feet of office space
12,000 square feet secure area for safeguarded
and classified material Warehouse racking (5
levels) Top rack (22 Feet) High ceilings (30
feet clear) Modern state of the art equipment
Adaptability for other use
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Government Key Personnel

• Air Force Publishing Distribution Center Manager,
  Mr. Lawrence Poland
  
• Primary Quality Assurance Personnel (QAP) for
  surveillance and monitoring of contract
  performance
  
• Provide technical assistance and guidance and
  instructions to Contractor
  
• Acts as intermediary for MAJCOM material
• Receive/review/analyze communications to AFPDC
• Focal point Inquiries/Assistance

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Government Key Personnel(cont)
Traffic Management Officer and Assistant Air
Force Publishing Distribution Center Administ
rator, Mrs. Doll Holman Provides Quality Assu
rance oversight of the AFPDC contracted
operation Receives/review/analyzes shipments
to/from AFPDC Acts as intermediary for Recrui
ting Material Provides management support /gui
dance in the World-wide Distribution of publish
ing items to support the Air Force mission
Manages Second Destination Funding budget for T
ransportation Account through AFMC Focal po
int Inquiries/Assistance
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Contractor Key Personnel

• Project Manager Mr. Andrew Johnson
• Assistant Project Manager Ms. Nancy Moran
• Warehouse Manager Mr. Ronald Simper
• Warehouse Receiving Manager Mr. Mike McCormick
• Classified Warehouse Manager Mr. James Neville

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Customer Service

• The Customer Service operation at the AFPDC is
  manned by three contracted personnel
  
• Mrs. Gloria Bowers
• Mrs. Roberta Casper
• Mrs. Miriam Canham
• Each team member is responsible for ensuring
  customers requests and concerns are addressed
  accurately and timely
  
• E-MAIL afdpo-afpdc-service_at_pentagon.af.mil
• COMM [phone]/3373 DSN 584-4729/4829
• FAX COMM [phone] DSN 584-4629

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AFPDC Customer Service Support

• AFPDC Customer Service provides support to all
  Air Force Agencies (CONUS OCONUS) as well as
  supporting Air Force Active Reserve, Air Force
  Recruiting Service, DeCA and The United States
  Air Force Academy

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Customer Service Roles and Responsibilities

• Each Customer Service specialist has designated
  individual responsibilities
  
• Although they have distinct designated
  responsibilities their duties and skills are
  cross-utilized
  
• Types of requests most common
• Routine and over the maximum orders
• Requests to order controlled Defense Language
  Proficiency Testing (DLPT) and Air Force
  Personnel Tests (AFPTs)
  
• Request for support in obtaining an AF1846
  account
  
• Requests from customers in obtaining emergency
  orders
  

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FY 2007 Customer Service Orders

• Regular Orders Processed
  36,009
  
• Special Orders 7,002
• Back Orders 6,940
• DLPTs, AFPTs Initial Distributions (ID)
  16,955
  
• TOTAL ORDERS PROCESSED 66,906

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FY 2008 Customer Service Orders To Date

• Regular Orders Processed 24,578
• Special Orders 1,926
• Back Orders 26,504
• DLPTs, AFPTs IDs 16,740
• TOTAL ORDERS PROCESSED 69,748

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Processed Orders Matrix
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AFPDC Freight Shipmentswith Matrix

• Freight Shipments Processed for FY 2007 1,371
• Spikes from Mar-May 07 indicate Professional
  Development Guide Distribution that occurs every
  odd year
  
• Freight Shipments Processed to Date for FY08 -
  605
  

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AFPDC Order Processing Flow
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AFPDC Over The Max Issue Process
Customer places order that exceeds maximum issue


Order goes into a queue for approval by the Ap
proving Official
Customer sends letter of justification to AFPD
C Administrator
Yes
No
Is justification letter acceptable
Order is released from queue and processed
Approving Official contacts customer to agre
e upon an
acceptable quantity
Order is printed, picked, checked, packed and sh
ipped
Approving Official adjusts the quantity on the
order
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AFPDC Shipping Process
Order is picked, checked and packed in the AFPDC
warehouse

Yes
No
Does order weigh 200 lbs?
Order is brought to Customer Service where the
CBL is prepared for shipment via common freight
carrier

Order is shipped via USPS or FedEx (depending
on most economical
means of shipment)
Carrier picks up shipment
Shipment is delivered to customer
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Way of the Future!!

• Bar coding the entire distribution process to
  include
  
• Receiving
• Inventory
• Order Fulfillment
• Shipping
• Wireless communication throughout the facility to
  advance from a batch bar-coding process to Radio
  Frequency (RF) real time process
  

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Air Force Publishing Distribution Center

• QUESTIONS?