Building Bridges Through Zone Management

Why build bridges? Zone Management is a way to build bridges between Facilities and the campus community Our customers do not always understand the intricacies of Facilities Management Zone Managers act as a liaison to our customers. Having someone on the inside of our organization work on the customer’s behalf eliminates the need for the customer to have intimate knowledge of our work flow and operations.

Why build bridges? Improve communication with customers Improve efficiency in operations Perform quality control on work orders We have hundreds of customers and 25K work orders per year With Zone Management, we are able to organize work orders into manageable groups Zone Management allows a more focused approach of monitoring work orders within each zone to ensure timely completion We divided the campus into 4 zones: Housing, Zone 1 (North end of campus), Zone 2 (Central area of campus), Zone 3 (South end of campus)

Why build bridges? Catch problems before they become BIG problems Increase proactivity with campus maintenance Improve the relationship between customers and Facilities Management The single biggest benefit is that we relate directly with the customers before we have a problem as opposed to in response to one. We gather information from customers and can go through a building completely, generating work orders, and get our trades out in the area in one fell swoop.

We have hundreds of customers and 24K work orders per year With Zone Management, we are able to organize work orders into manageable groups Zone Management allows a more focused approach of monitoring work orders within each zone to ensure timely completion We divided the campus into 4 zones: Housing, Zone 1 (North end of campus), Zone 2 (Central area of campus), Zone 3 (South end of campus)

Proactive Maintenance We serve the students best with clean, functional and well-lit classrooms. Conducted classroom condition assessments of over 300 rooms in 28 buildings Identified 200 classrooms that needed a facelift Student Success is at the forefront of ABA’s Mission and since students tend to be our silent customer we have taken a proactive approach to improving their learning environment Facelift included flooring, ceilings, lighting, chalk/whiteboards, blinds, doors, painting and deep cleaning

Alpine Hall Classroom Walls Before After

AiM Training Customer Service: 278-6242

Zone Managers Know what tools are available to improve customer satisfaction Monitors aging work orders to prevent “what is happening with my work?” If a customer has an issue, the Zone Managers can help with resolution Customers do not understand the intricacies of Facilities Services operations. They often do not deal with us routinely, so they are often confused to our processes.

Contact Customer Service for rapid requests: Broken glass Heating/Cooling Falling ceiling tiles Spills Smoke or gas smells Grounds/Custodial issues Plumbing Leaks Electrical problems Locked classrooms Keys/ access control Elevator Problems Customer Service: 278-6242 For after hour emergencies call: 278-6000

Kimberly Donaville-Davis Questions & Comments Zone 1: Mark Leisz mleisz@saclink.csus.edu (916) 278-7602 Zone 2: Kimberly Donaville-Davis kdonavil@csus.edu (916) 278-7379 Zone 3: Douglas Power dpower@saclink.csus.edu (916) 278-7553