[Graphic of model showing three parts of the process:

1. Inputs - Containing a box with the text: "External Influencing Factors."
   
   
2. Conversion Process - Contains a large box and an oval:
   1. The large box is labeled "Choices," and contains four boxes pointing downward to an area labeled "Systems." The four boxes have the following content:
      • Mission
      • Guiding Principles
      • Strategies to Influence the External Environment
      • Goals and Objectives

      The area labeled "Systems" is encircled by the following terms:

      • Technical
      • Structural
      • Decision-Making and Information
      • People
      • Reward
      • Renewal
      
      
   2. The oval contains the text: "Behaviors, Feelings, and Attributes."
   
   
3. Outputs - Containing an oval with the text: "Outcomes."

Arrows point sequentially from "Inputs" to the large box and oval under the "Conversion Process," to "Outputs" and then back to the oval and large box under "Conversion Process."]

[Graphic with arrows pointing from "Mission" to "Vision" to "Core Values" to the following terms, each pointing to the next in succession:]

• Physical Plant
• Customer
• Decision Making
• People Systems
• Rewards
• Renewal

CORE VALUES

[Illustration titled "VA Regional Office, Los Angeles Roadmap," showing buildings, desks, employees, various kinds of office equipment, and other workplace accessories sitting on a winding road leading toward the sun with the notation: Our vision "To Be the Nordstrom's of Government."]

[Poster titled "VA Regional Office, Los Angeles." The poster contains the illustration of a rocket shooting towards the moon and text depicting the Regional Office's mission, vision, and core values.]

[Graphic of circle containing the text: "Physical Plant"]

[Three pictures of inefficient work settings. The first one shows the work area with many lights disconnected and turned off. The second shows mounds of paper on a table. The third shows a large open area overcrowded with desks and miscellaneous office equipment.]

[Three pictures of modern, efficient work settings. The first shows a well-lit open area with cubicles. The second shows a reception and waiting area with a banner saying "Welcome." The third shows neat cubicles and work stations.]

[Graphic of circle containing the word "Customer."]

[Three pictures of work areas with posters of veterans suspended from the ceiling and a banner stating "We Honor Veterans."]

[Poster titled "America's Heroes" showing pictures of service members with text to the right of each.]

[Three pictures showing walls with framed pictures of service members and veterans.]

[Two pictures of patriotic displays. One picture shows a display called "The Bunker," which portrays life of the soldier in a bunker. The second picture shows another patriotic display titled "The Story of LA's Veterans."]

[Two pictures show exhibits titled "Vietnam Veterans Memorial" and "POW/MIA."]

[Series of pictures showing framed wall displays from the museum.]

[Graphic of circle containing the term "Decision Making."]

Regional Office Operations Center

[Two pictures showing wall displays at the Regional Office Operations Center.]

Division Operations Centers

[Three pictures showing wall displays at the Veterans Service Center Operations Center and three pictures showing wall displays at the Loan Guaranty Division Operations Center.]

[A graphic box containing the word "Team" with lines leading to the following:]

• Work in the Pipeline
• Video Monitor Displays
• Bulletin Boards

Division and Team Video Display Monitors

[Pictures of two video monitors showing charts. The pictures are labeled:]

• Team Balanced Scorecard Display
• Team Phone Traffic Display

[Graphic of circle containing the term "People Systems."]

[Two pictures of charts.]

[Graphic titled "Report Card - VSR" showing monthly account form for the following categories:]

• Overtime
• Leave
• Detail Time
• No. of EP's
• Standard Man Hours
• Minimum Productivity
• Number N'ed
• Percent N'ed

[A composite poster of employee pictures and a theater marquee.]

[A composite poster of family pictures titled "Family Day 97."]

[Four pictures of display boards in the Employee Wing are shown: "VA LARO Team," "VETS," "Past--New," and "Future."]

[Displays from the Employee Wing show pictures of employees who were awarded the "Employees of the Quarter" award.]

[A picture of a card titled "Thank you for exemplifying our core values" and containing a narrative of core values in list format.]

[Graphic of circle containing the word "Rewards."]

[Graphic box containing the title "Goals and Shares Earned - Team F" and a table showing the following:]

• VSC - 3/31/00 Target: 51.5; Potential Shares: 3; Score: 51.3; Shares Earned: 0
  
  
• Team F - 3/31/00 Target: 48.5; Potential Shares: 2; Score: 51.4; Shares Earned: 2
  
  
• TOTAL SHARES ---- 2

[Bar chart labeled "VR and E Rehabilitated Veterans" showing FY 95 at 89, FY 96 at 132, FY 97 at 182, FY 98 at 215, FY 99 at 325, FY 2000 at 355, and FY 2001 at 375.]

[A bar chart with Customer Survey results of Overall Impressions:]

1. Decisions on Claims - Percent who had a claim granted (of those who knew the status of their claim):
   • Shows that during the period 1996 through 1999, Los Angeles went from lowest in the nation to close to the national average.
   
   

   ---

   [A bar chart with Customer Survey results on Overall Impressions:]

   1. Overall Impressions - Percent who said VA kept them informed of the full range of available benefits and services (of those who needed this information):
      • Shows that during the period 1996 through 1999, Los Angeles went from second lowest to better than the national average.
      
      

      ---

      REGIONAL OFFICE FTE

      [Bar chart showing a decline in FTE's from 467 in 1994 to 324 in 2001.]