Annual Building Coordinators Meeting January 15, 2013 Facilities Management Department Business and Finance Division

Welcome Jan Van Der Kley, V.P. Business and Finance

Excellent customer service Common expectation between customer and service provider Measure results and report them to customers and service providers Continuous improvement FM employee training and customer service culture Focus on Customers and Facility Stewardship

FM Operating Unit Presentations 1.WeCare Program Your top service needs How we will deliver How we will measure 2.Answers to your specific questions 3.New process or important reminder

1)How long does it take to process my request for service? 2)When will a service person show up to resolve my issue? Maintenance Services

1) The Facilities Management Service Center goal is to process all on-line requests for service in under four minutes Maintenance Services

2) Tracking starts when request received Length of time noted when request processed into work order Work order sent to regional Maintenance Shop For all non-emergency requests: First response within 48 hours for classrooms First response within 24 hours for resident living areas 10-day priority for all other non-emergency requests Information documented in weekly reports On-line requests can be queried on the FM homepage Maintenance Services

What is a reasonable time frame to see burned out bulbs replaced? Answers to Your Specific Questions Maintenance Services

All non-emergency issues are assigned a standard, 10-day priority. If your need is more urgent, please call FM Service Center: Monday – Friday 7AM – 5PM Answers to Your Specific Questions Maintenance Services

FOR ALL REQUESTS FOR SERVICE: Details, details, details! New Process or Important Reminders Specific information How fast? How slow? How loud? Sounds like? Duration? Location? Point of reference? Do Not Try to Diagnose the Problem Maintenance Services

Your efforts are very much appreciated – we would not succeed without you!

When can we expect to have parking lots and sidewalks plowed after a snow event? Landscape Services

If normal snowfall ends by 10pm, campus will be clear by 8am the following morning Snowfalls greater than 6” will be cleared within 24 hrs. after snow ends Snow that continues throughout the day will be cleaned within 24 hrs. after snow subsides Landscape Services

Management will determine whether the time commitment was met, and will document the results Landscape Services

How is it determined where flowers are planted on campus & what are your summer maintenance routines? Landscape Services

Landscape services has reviewed all of campus and has placed all areas into a classification system: Class I Area – Very High Intensity Landscaping Class II Area – High Intensity Landscaping Class III Area – Medium Intensity Landscaping Class IV Area – Low Intensity Landscaping For All Classes – Other Factors Considered for Seasonal FTE Placement Landscape Services

Grounds work carts driving too fast on sidewalks Answers to Your Specific Questions Landscape Services

A written policy regarding the operation of work carts If you witness someone speeding, call ASAP Extremely helpful if you supply cart number Answers to Your Specific Questions Landscape Services

Answers to Your Specific Questions Landscape Services

How frequently & what tasks do you perform to clean spaces in my building? BCSS

Custodial auditors regularly review the tasks performed and report on a monthly basis the percentage of tasks completed satisfactorily BCSS

How soon after submitting a project or construction request will someone respond? Construction & Engineering Projects

Immediate request confirmation via Notified of the estimator assigned within 2 business days Estimator meets with client, sets date for review of plan Estimate is delivered within time period and discussed with client Construction & Engineering Projects

Was the requestor contacted within the two-day period following notification by the office to the requestor? Was the estimate delivered and reviewed within the time period? Administrative Assistant will contact the client for answers to both questions via telephone or and record answers Construction & Engineering Projects

Metric – Client Survey Communication Schedule Satisfaction Service Overall Rating Suggestions for Improvement Construction & Engineering Projects

Power Plant MASCI - Glenn Bivins’ Excellence in Apprenticeship Award CACUBO - Best Practices Award Landscape Arbor Day Foundation –Tree Campus USA Michigan Turfgrass - Environmental Stewardship Certification PGMS – Professional Grounds Management Honor Award Maintenance APPA - Effective & Innovative Practices Award Custodial Kalamazoo Regional Chamber – Environmental Award WMU Facilities Management Recognition Facilities Management BOM – FM Excellence Award

Questions? This Presentation Located on Building Coordinator Website