Original Date: 11/06/2007
Revision Date: / /

CACI International’s Reliability-Centered Maintenance Program hired highly skilled administrative support and trained these individuals in its Level I and Level II certification course work. By training these individuals in all aspects of the program, CACI has added value to its program by cross-training individuals who have in-depth knowledge of Reliability-Centered Maintenance and can provide the customer support that has enabled CACI to maintain its reputation as an IT industry leader.

While successfully developing, implementing, and administering the Reliability-Centered Maintenance (RCM) program for the U.S. Navy, CACI was faced with a problem that plagues many companies. The program was growing and the same staff members that serve as instructors, facilitators, consultants, developers, and managers were also performing administrative duties, dealing with such details as ordering supplies and answering telephone inquiries. To continue RCM development and implementation without sacrificing key office and program administrative functions, highly qualified administrative support was hired. Taking a page from its own book, CACI took this concept step further by fully integrating administrative support into development and implementation of its key product – RCM. This was done by training the administrative staff in the same manner as the other RCM staff. CACI now has RCM Level I and II certified administrative staff. The administrative staff is thoroughly knowledgeable in the core mission and is now a key CACI RCM training-force multiplier.

RCM administrative duties touch all phases of instruction, starting with the preliminary phase of assisting students when registering for certification classes to post-graduation assistance (Figure 3-1). The administrative staff is well versed in the Electronic Planned Maintenance System (ePMS) gateway Web site, the primary source of information concerning RCM course offerings, certification status, Electronic Reliability-Centered Maintenance (eRCM), and eWaiver. After course completion, the administrative staff continues its value-added contribution of collecting data and generating course-related information such as pass-fail notifications. Statistics are also kept on problem areas for all exam questions, as well as final scores, average scores, and times to finish the exam. Another important administrative function is pending recertification notices. Two months prior to the RCM Level I or RCM Level II three year certification expiration, correspondence is sent informing certification holders of their current status and offering them the option of completing an online recertification examination or attending another course. Finally, the administrative staff provides tier-one Help Desk support 24/7.

Faced with a problem of how to keep technical momentum going in a fast-paced, successful operational program without getting bogged down in program administration, CACI increased administrative services. Technically adept administrative personnel armed with knowledge and program insight have clearly added value to the overall program.

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