Product Support Manager (PSM) Toolkit

Introduction & Brief History

Performance Based Life Cycle Product Support (PBL)

PSM Toolkit Goals

Introduction & Brief History

Welcome to the new Product Support Management (PSM) Toolkit. This new site replaces the former Performance Based Logistics (PBL) Toolkit.

The new 12-Step DoD Product Support Strategy Process Model described in this toolkit and seen above, replaces the "PBL 12-Step Process Model". This new model was originally released in the DoD Product Support Manager (PSM) Guidebook, dated April 2011, and supersedes the previously issued "Performance Based Logistics: A Program Manager's Product Support Guide," dated 10 Nov 2004.

The DoD continues to evolve and improve product support, with specific focus on increasing readiness and enabling better cost control. In 2008, the Office of the Assistant Secretary of Defense (ASD) Logistics and Materiel Readiness (L&MR) established a group of senior government, industry, and academia representatives, called the Product Support Assessment Team (PSAT), to drive this effort. In Nov 2009, Dr. Ashton Carter, then Under Secretary of Defense for Acquisition, Technology and Logistics, approved and signed the Weapon Systems Acquisition Reform Product Support Assessment (WSAR-PSA) Report and its eight integrated recommendations to improve life cycle product support. One of those recommendations was to further develop a Product Support Management Business Model (PSBM) and assist the PSM in his or her duties.

This report created significant changes to the PBL process, resulting in a transition to the PSM Toolkit. The new toolkit provides information and support about the current changes derived from the new Product Support Management (PSM) Guidebook and the Product Support Business Case Analysis (BCA) Guidebook. At the same time, it endeavors to keep many of the former contributions and beneficial or unchanged aspects of the PBL Toolkit. The information provided in the Toolkit can be used across the life cycle, whether the program is a new acquisition or a major increment on a legacy program. It applies to all variants, for all types of systems, at any phase of the life cycle.

This PSM Toolkit is intended to support the PSM, the PM, the Life Cycle Logistician and the Acquisition Community as a whole with the implementation of next-generation product support strategies.

Performance Based Life Cycle Product Support (PBL)

Performance Based Logistics (PBL), also known as Performance Based Life Cycle Product Support, is a Department of Defense (DoD) product support strategy designed to improve weapons system readiness within affordability constraints by bringing together integrated product support elements across the life cycle and leveraging public/private partnerships throughout the life cycle. The strategy is supported by detailing requirements in performance agreements specifying objective outcomes, measures, resource commitments, and stakeholder responsibilities. According to DoD Instruction 5000.02, "The PM shall employ effective Performance Based Life-Cycle Product Support (PBL) planning, development, implementation, and management. Performance Based Life-Cycle Product Support represents the latest evolution of Performance Based Logistics. Both can be referred to as 'PBL.' PBL offers the best strategic approach for delivering required life cycle readiness, reliability, and ownership costs. Sources of support may be organic, commercial, or a combination, with the primary focus optimizing customer support, weapon system availability, and reduced ownership costs."

To deliver product support as an integrated and affordable package, the Product Support Manager tailors the product support strategy for any specific program or commodity to meet the operational and support requirements of the end item. In some cases, the strategy must be further refined to meet the Service or DoD enterprise level goals and objectives. In every circumstance, however, readiness and availability must be balanced with affordability, taking budget realities into account. We must do more without more.

Programs will often change their weapon system product support strategy over the life cycle for any number of reasons. Whether developing a product support strategy for the first time, or updating the strategy, it is vital to adhere to a logical methodology. This methodology is captured in the Life Cycle Product Support Strategy Process Model. The model encompasses the major activities required to implement, manage, evaluate, and refine product support over the life cycle. It is not a one-time process, but rather a continuing, iterative process in which the sustainment of a system(s) is adapted and evolved to optimally support the needs and requirements of the Warfighter in an effective and affordable manner.

In today's product support environment, a government/industry team is a key long-term relationship developed among public and private sector stakeholders with contracts and product support arrangements. The team, under the government Program Support Manager's leadership, is built on a foundation of trust where there is mutual accountability for achieving the outcomes and performance goals in affordability, reliability, supportability, availability, and Total Ownership Cost (TOC) over the life cycle of a weapon system or item of equipment. The designated weapon system or equipment product support manager often does not have directive authority over all of the required organizations, capabilities, or functions needed to attain desired levels of support. With a well-formulated product support strategy and life cycle support plan, however, the mechanism is put into place to create a network of capabilities and initiatives required to attain the prescribed performance, cost, and customer satisfaction supportability targets.

PSM Toolkit Goals

To assist the Product Support Manager in creating and implementing product support strategies, DAU has created the PSM Toolkit. The PSM Toolkit mirrors the structure of the Life Cycle Product Support Strategy Process Model. The PSM Toolkit provides the Product Support Manager with a comprehensive set of tools and references for integrating the right mix of support sources using best value determinations while maintaining compliance with statutes, policy, available funding, and the BCA. It helps move from the development of a strategy into the execution of a product support plan for a weapon system. The toolkit systematically documents a structured process and necessary implementation actions for effective use of the product support strategy to attain the desired levels of support performance, cost management, and customer satisfaction.

To begin using the PSM Toolkit, click on any of the 12 interactive ovals in the graphic above and on each of the "step" pages to navigate directly to a PSM Toolkit step. Users may also navigate through the toolkit using the menu on the left side of the screen.

Users may interact with the PSM Toolkit and participate in dialogue with other users by joining as a member of the ACC and then accessing the Q&A feature. To access PSM Toolkit Q&A’s and related Product Support Strategy discussions, click here. Users may also help grow the toolkit by adding reference materials using the Add Content feature. (Note: you must have an ACC account and be logged in to Add Content)

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