BUCKLEY SPACE FORCE BASE, Colo. -- The implementation of the EVOLVE framework has brought measurable improvements to the points management branch at the Air Reserve Personnel Center, according to Tech. Sgt. AdaLinda C. Terpening, a Technician with the branch.
Terpening's work center is responsible for creating and maintaining accurate service history records for members of the Air Force Reserve and Air National Guard. The accuracy of these records is crucial, relying on proper records management, data integrity, customer education, and effective technician training.
"EVOLVE is a tool that, when utilized as intended, enables effective change at the lowest level possible," said Terpening. "It provides a standardized framework for development across all the different workgroups within ARPC."
Early in the EVOLVE initiative, Terpening's section conducted a continuous process improvement event to create a process map. This effort involved collaboration among team members to identify and eliminate unnecessary steps, streamlining their processes. The result was a standardized workflow and updated training materials that enhanced consistency and efficiency.
"Prior to EVOLVE, tracking metrics didn’t hold much significance to technicians because they lacked meaning," said Terpening. "Now, with our daily Gemba meetings, information is consistently channeled throughout our team, ensuring expectations are clear and achievable."
GEMBA boards have become a tool for tracking progress, identifying deficiencies, and developing actionable solutions. By providing a visual representation of workload and priorities, the team gained clarity on objectives and timelines. This new structure helped the team address their aging inventory backlog.
"We developed a plan to step away from daily production and dedicate specific periods to tackling our backlog," Terpening explained. "With leadership support, we achieved our goal three and a half months ahead of schedule."
Once their backlog was resolved, the Points Management team shifted focus to new inventory. Within a month, they were processing cases within the same month they were created. The team’s new ability to calculate daily production needs has enabled them to manage their workload efficiently, ensuring proper staffing levels for optimal results.
"Our training program has also improved," said Terpening. "Now, we can ensure that all technicians in Points Management are fully trained without sacrificing production."
Terpening credited her team’s success to full engagement and support at all levels. By fostering teamwork and accountability through EVOLVE, technicians embraced the changes and remained motivated by their measurable progress.
"The buy-in from our technicians was essential," Terpening said. "They excelled because they were motivated by the tangible progress we reported every morning at GEMBA."
According to ARPC, the EVOLVE program is designed to improve efficiency, empower teams, and streamline processes to enhance service for Total Force customers.