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340th FTG process improvement event tackles Reserve status pay issues

Teresa Davies, 340th Flying Training Group continuous improvement manager, briefs 340th Flying Training Group members gathered at Joint Base San Antonio-Randolph, Texas Nov. 19-21 for a Continuous process improvement event to address pay issues that occur when Reserve members transition between pay statuses as Davies’ improvement process mentor, Bob Daffin from the Air Force Reserve Command at Robins Air Force Base, Ga. looks on. (U.S. Air Force photo by Debbie Gildea)

Teresa Davies, 340th Flying Training Group continuous improvement manager, briefs 340th Flying Training Group members gathered at Joint Base San Antonio-Randolph, Texas Nov. 19-21 for a continuous process improvement event to address pay issues that occur when Reserve members transition between pay statuses as Davies’ improvement process mentor, Bob Daffin from the Air Force Reserve Command at Robins Air Force Base, Ga. looks on. (U.S. Air Force photo by Debbie Gildea)

Senior Master Sgt. Jon Rousseaux, 340th Flying Training Group aviation resource management superintendent, discusses Reserve pay processing issues with Teresa Davies, 340th FTG continuous process improvement manager, during the Nov. 19-21 CPI event held at Joint Base San Antonio-Randolph, Texas, to find solutions for issues that occur when Reservist transition between pay statuses while Lt. Col. Brian Boettger, 96th Flying Training Squadron instructor pilot looks on. (U.S. Air Force photo by Debbie Gildea)

Senior Master Sgt. Jon Rousseaux, 340th Flying Training Group aviation resource management superintendent, discusses Reserve pay processing issues with Teresa Davies, 340th FTG continuous process improvement manager, during the Nov. 19-21 CPI event held at Joint Base San Antonio-Randolph, Texas, to find solutions for issues that occur when Reservist transition between pay statuses. . (U.S. Air Force photo by Debbie Gildea)

Lt. Col. Sara Linck, 340th Flying Training Group continuous improvement manager, emphasizes a point to group members during the Nov. 19-21 CPI event at Joint Base San Antonio-Randolph, Texas, to address pay issues that occur when Reserve members transition between pay statuses. Other members pictured are (back row left to right) Tech. Sgt. Janina White, Lt. Col. and Lt. Col. Thad Reddick, and Master Sgt. Valerie Valdes, (front row left to right) Tech. Sgt. Ecstacy Hardaway and Senior Master Sgt. Amy Whitman-Rector. (U.S. Air Force photo by Debbie Gildea)

Lt. Col. Sara Linck, 340th Flying Training Group continuous improvement manager, emphasizes a point to group members during the Nov. 19-21 CPI event at Joint Base San Antonio-Randolph, Texas, to address pay issues that occur when Reserve members transition between pay statuses. Other members pictured are (back row left to right) Tech. Sgt. Janina White, Lt. Col. Thad Reddick, and Master Sgt. Valerie Valdes, (front row left to right) Tech. Sgt. Ecstacy Hardaway and Senior Master Sgt. Amy Whitman-Rector. (U.S. Air Force photo by Debbie Gildea)

Lt. Col. Sara Linck (left) and Teresa Davies, 340th Flying Training Group process improvement managers, survey pay process road blocks during the Nov. 19-21 CPI event at Joint Base San Antonio-Randolph, Texas, to address pay issues that occur when Reserve members transition between pay statuses. (U.S. Air Force photo by Debbie Gildea)

Lt. Col. Sara Linck (left) and Teresa Davies, 340th Flying Training Group process improvement managers, survey pay process road blocks during the Nov. 19-21 CPI event at Joint Base San Antonio-Randolph, Texas, to address pay issues that occur when Reserve members transition between pay statuses. (U.S. Air Force photo by Debbie Gildea)

Senior Master Sgt. Tricia Adolphues, 5th Flying Training Squadron personnel superintendent (left), Senior Master Sgt. Vianca Contreras, 97th Flying Training Squadron superintendent and Master Sgt. Tainell Pettengill (right) discuss pay processes at the Nov. 19-21 continuous process improvement event held at Joint Base San Antonio-Randolph, Texa,s to address pay issues that occur when Reserve members transition between pay statuses. (U.S. Air Force photo by Debbie Gildea)

Senior Master Sgt. Tricia Adolphues, 5th Flying Training Squadron personnel superintendent (left), Senior Master Sgt. Vianca Contreras, 97th Flying Training Squadron superintendent and Master Sgt. Tainell Pettengill (right) discuss pay processes at the Nov. 19-21 continuous process improvement event held at Joint Base San Antonio-Randolph, Texa,s to address pay issues that occur when Reserve members transition between pay statuses. (U.S. Air Force photo by Debbie Gildea)

Tech. Sgt. Janina White, 340th Flying Training Group force management non-commissioned officer in charge and Lt. Col. Thad Reddick, 39th Flying Training Squadron instructor pilot, hone in on a point during the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas, as group members (left to right) Tech. Sgt. Ecstacy Hardaway (right), Senior Master Sgt. Amy Whitman-Rector and Master Sgt. Valerie Valdes listen in during a discussion on the best way to solve issues that occur when Reserve members transition between pay statuses. (U.S. Air Force photo by Debbie Gildea)

Tech. Sgt. Janina White, 340th Flying Training Group force management non-commissioned officer in charge and Lt. Col. Thad Reddick, 39th Flying Training Squadron instructor pilot, hone in on a point during the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas, as group members (left to right) Tech. Sgt. Ecstacy Hardaway, Senior Master Sgt. Amy Whitman-Rector and Master Sgt. Valerie Valdes listen in during a discussion on the best way to solve issues that occur when Reserve members transition between pay statuses. (U.S. Air Force photo by Debbie Gildea)

Bob Daffin from the Air Force Reserve Command at Robins Air Force Base, Georgia, offers insights to attendees at the Nov. 19-21 340th Flying Group continuous process improvement event at Joint Base San Antonio-Randolph, Texas, facilitated by his improvement process mentee, Teresa Davies Lt. Col. Sara Linck. The CPI event was held, to find solutions for issues that occur when Reservists transition between pay statuses. (U.S. Air Force photo by Janis El Shabazz)

Bob Daffin from the Air Force Reserve Command at Robins Air Force Base, Georgia, offers insights to attendees at the Nov. 19-21 340th Flying Group continuous process improvement event at Joint Base San Antonio-Randolph, Texas, facilitated by his improvement process mentee, Teresa Davies and Lt. Col. Sara Linck. The CPI event was held, to find solutions for issues that occur when Reservists transition between pay statuses. (U.S. Air Force photo by Janis El Shabazz)

Lt. Col. David Bruce, 97th Flying Training Squadron instructor pilot at Sheppard Air Force Base, Texas, briefs Col. Brent Drown on road blocks his group identified during the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas, held to address pay issues that occur when Reserve members transition between pay statuses. Drown, 340th Flying Training Group deputy commander, stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth. (U.S. Air Force photo by Janis El Shabazz)

Lt. Col. David Bruce, 97th Flying Training Squadron instructor pilot at Sheppard Air Force Base, Texas, briefs Col. Brent Drown on road blocks his group identified during the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas, held to address pay issues that occur when Reserve members transition between pay statuses. Drown, 340th Flying Training Group deputy commander, stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth. (U.S. Air Force photo by Janis El Shabazz)

Kimberly Woods, unit program coordinator with the 433rd Training Squadron at Joint Base, San Antonio-Lackland, Texas, responds to questions from Col. Brent Drown, 340th Flying Training Group deputy commander during the out brief for the Nov. 19-21 continuous process improvement event held at JBSA-Randolph, Texas, to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander, Col. Allen Duckworth. (U.S. Air Force photo by Janis El Shabazz)

Kimberly Woods, unit program coordinator with the 433rd Training Squadron at Joint Base, San Antonio-Lackland, Texas, responds to questions from Col. Brent Drown, 340th Flying Training Group deputy commander during the outbrief for the Nov. 19-21 continuous process improvement event held at JBSA-Randolph, Texas, to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander, Col. Allen Duckworth. (U.S. Air Force photo by Janis El Shabazz)

Col. Brent Drown, 340th Flying Training Group deputy commander receives an out brief from Master Sgt. Terri Wren, 43rd Flying Training Squadron following the continuous process improvement event held Nov. 19-21 at Joint Base San Antonio-Randolph, Texas, to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth. (U.S. Air Force photo by Janis El Shabazz)
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Col. Brent Drown, 340th Flying Training Group deputy commander receives an outbrief from Master Sgt. Terri Wren, 43rd Flying Training Squadron following the continuous process improvement event held Nov. 19-21 at Joint Base San Antonio-Randolph, Texas, to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth. (U.S. Air Force photo by Janis El Shabazz)

Master Sgt. Valerie Valdes, personnel programs section chief, 39th Flying Training Squadron, Joint Base San Antonio-Randolph, Texas, briefs Col. Brent Drown, 340th Flying Training Group deputy commander following the Nov. 19-21 continuous process improvement event held to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander, Col. Allen Duckworth. (U.S. Air Force photo by Janis El Shabazz)
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Master Sgt. Valerie Valdes, personnel programs section chief, 39th Flying Training Squadron, Joint Base San Antonio-Randolph, Texas, briefs Col. Brent Drown, 340th Flying Training Group deputy commander following the Nov. 19-21 continuous process improvement event held to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander, Col. Allen Duckworth. (U.S. Air Force photo by Janis El Shabazz)

Senior Master Sgt. Amy Whitman-Rector, 340th Flying Training Group financial management superintendent, briefs Col. Brent Drown, 340th Flying Training Group deputy commander on counter measures her group devised to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth at the Nov. 19-21 event at Joint Base San Antonio-Randolph, Texas. (U.S. Air Force photo by Janis El Shabazz)
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Senior Master Sgt. Amy Whitman-Rector, 340th Flying Training Group financial management superintendent, briefs Col. Brent Drown, 340th Flying Training Group deputy commander on counter measures her group devised to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth at the Nov. 19-21 event at Joint Base San Antonio-Randolph, Texas. (U.S. Air Force photo by Janis El Shabazz)

Tech. Sgt. Ecstacy Hardaway, 340th Flying Training Group force management technician, briefs Col. Brent Drown, 340th FTG deputy commander, on counter measures her group devised to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth, at the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas. (U.S. Air Force photo by Janis El Shabazz)
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Tech. Sgt. Ecstacy Hardaway, 340th Flying Training Group force management technician, briefs Col. Brent Drown, 340th FTG deputy commander, on counter measures her group devised to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth, at the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas. (U.S. Air Force photo by Janis El Shabazz)

Master Sgt. Aisha Thomas, 340th Flying Training Group career advisor, briefs Col. Brent Drown, 340th FTG deputy commander on counter measures her group devised to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth at the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas. (U.S. Air Force photo by Janis El Shabazz)
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Master Sgt. Aisha Thomas, 340th Flying Training Group career advisor, briefs Col. Brent Drown, 340th FTG deputy commander on counter measures her group devised to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth at the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas. (U.S. Air Force photo by Janis El Shabazz)

Tech. Sgt. Janina White, 340th Flying Training Group force management non-commissioned officer in charge, highlights counter measures her group devised at the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas, to address pay issues that occur when Reserve members transition between pay statuses. (U.S. Air Force photo by Janis El Shabazz)
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Tech. Sgt. Janina White, 340th Flying Training Group force management non-commissioned officer in charge, highlights counter measures her group devised at the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas, to address pay issues that occur when Reserve members transition between pay statuses. (U.S. Air Force photo by Janis El Shabazz)

Master Sgt. Tainell Pettengill, 340th Flying Training Group undergraduate flying training section non-commissioned officer in charge, provides the out brief overview to Col. Brent Drown, 340th FTG deputy commander on counter measures and action plans her group devised to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth at the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas. (U.S. Air Force photo by Janis El Shabazz)
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Master Sgt. Tainell Pettengill, 340th Flying Training Group undergraduate flying training section non-commissioned officer in charge, provides the outbrief overview to Col. Brent Drown, 340th FTG deputy commander on counter measures and action plans her group devised to address pay issues that occur when Reserve members transition between pay statuses. Drown stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth at the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas. (U.S. Air Force photo by Janis El Shabazz)

Lt. Col. Mark Hiatt, 340th Flying Training Group manpower and personnel director (left), discusses counter measures with group members at the Nov. 19-21 continuous process improvement event held at Joint Base San Antonio-Randolph, Texas, to address pay issues that occur when Reserve members transition between pay statuses. (U.S. Air Force photo by Janis El Shabazz)
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Lt. Col. Mark Hiatt, 340th Flying Training Group manpower and personnel director (left), discusses counter measures with group members at the Nov. 19-21 continuous process improvement event held at Joint Base San Antonio-Randolph, Texas, to address pay issues that occur when Reserve members transition between pay statuses. (U.S. Air Force photo by Janis El Shabazz)

Teresa Davies, 340th Flying Training Group continuous improvement manager, receives feedback from Col. Brent Drown, 340th FTG deputy commander, on counter measures and action plans her group devised at the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas to address pay issues that occur when Reserve members transition between pay statuses. Also pictured is as Bob Daffin, Air Force Reserve Command, Robins Air Force Base, Georgia. Drown stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth as Davies’ (U.S. Air Force photo by Janis El Shabazz)
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Teresa Davies, 340th Flying Training Group continuous improvement manager, receives feedback from Col. Brent Drown, 340th FTG deputy commander, on counter measures and action plans her group devised at the Nov. 19-21 continuous process improvement event at Joint Base San Antonio-Randolph, Texas to address pay issues that occur when Reserve members transition between pay statuses. Also pictured is Bob Daffin, Air Force Reserve Command, Robins Air Force Base, Georgia. Drown stood in for the improvement process champion, 340th FTG Commander Col. Allen Duckworth (U.S. Air Force photo by Janis El Shabazz)

JOINT BASE SAN ANTONIO-Randolph, Texas – Subject matter experts from across the 340th Flying Training Group gathered here Nov. 19-21 for a continuous process improvement event to address pay problems resulting when members transition between statuses, such as Active-Guard Reserve to Traditional Reserve or vice versa.

The CPI event was led by 340th FTG continuous improvement gurus Lt. Col. Sara Linck and Teresa Davies with oversight provided by Davies' improvement process mentor, Bob Daffin from Air Force Reserve Command. Members from each  squadron and from the headquarters commander support staff, finance, undergraduate flying training, military personnel section, medical and aviation resource managers worked together to identify possible root causes for inaccurate, slow or no pay when members transition between statuses.

The team used a pick chart and the “5 Whys” technique to rank and identify possible root causes, and brainstormed to generate potential countermeasures.

The team identified seven ‘pain points’ or possible root cause areas:

  • Appointment orders being delayed because DD214s were not  available in the Automated Records Management System or ARMS
  • Lack of transparency regarding reasons for delay
  • Statuses incorrectly identified during member transition
  • Lack of communication between key players during member transitions
  • CSS can't verify pay record change
  • No standardized processing lists
  • No clearly defined Air Reserve Personnel Center, group or unit processing task list

“It was a maze of issues because this process traverses Air Force Personnel Center, ARPC, force support, CSS, military personnel section, and financial management,” said Davies. “But the team was energized and worked with surgical precision to identify the root causes and the countermeasures to address inefficiencies in the process.”

Outbrief team leads recommended countermeasures to Col. Brent Drown, group deputy commander, who represented the improvement process champion, Col. Allen Duckworth, group commander. Proposals included the following:

Military Personnel

-Educate members on importance of getting DD214 into ARMS when transitioning to Reserve

-Tour AFPC to build relationships and identify delays in production

-Establish “live feed” of hiring status to give visibility of new gains overdue for an appointment order

-Military Personnel document ARPC accessions processes

Military Personnel/Financial Management

-Establish standardized checklists

-Identify steps required to create Air Reserve Technician pay record to detect implementation shortfalls

-Establish HQ collocated transition team consisting of members from CSS, FM and MPS to create synergy between the sections. This team would be backed up by a virtual transition presence visible to CSS, FM and MPS to head off roadblocks.

-Give CSS pay record visibility so they can verify record changes

-Assign a HQ transitions team lead

Financial Management

-Define and map specific process tasks

“Throughout this process our efforts were focused on creating customer satisfaction that is value-driven, not task-driven,” said Davies. “Team members know that the pieces of paper they process have living breathing humans on the other end. Pay inefficiencies can dramatically impact members’ lives and thereby cause a negative impact to mission success.”

The team will now await feedback from the champion to determine the way forward.