We Think We Are Doing a Good Job, BUT What Do Our Customers Think? Andrew Frowd Director – Facilities Management

QUT 28,000 EFT 9 Faculties No Residential

FM Organisation Chart

Balanced Scorecard Customer Learning & Growth Business Practices Financial

Customer Service Framework = Service Provider of Choice Service Level Agreements Benchmarking of Costs Customer Satisfaction Surveys

Maintenance SLA PRIORITY RESPONSE TIME TARGET Priority 12 hours95% Priority 2Same Day95% Priority 33 Days90% Priority 42 Weeks90% Measured through maintenance management system.

Vehicle Fleet SLA ActionParameterGoal Booking request response time Telephone – immediate / – 2 working hours 99% Cleanliness of vehicles Cleaned weekly100% Service faults repaired promptly Roadworthiness maintained100% Vehicle servicing up to date Service booked not later than 24 hours of falling due 100%

Maintenance KPI PRIORITY RESPONSE TIME TARGET Priority 12 hours95% Priority 2Same Day95% Priority 33 Days90% Priority 42 Weeks90% Measured through maintenance management system.

Vehicle Fleet KPI Response to requests 99% within 2 working hours (from Request Register) Vehicle servicing100% serviced (from vehicle logs)

Corrective Maintenance KPI Report

AAPPA Benchmarking

Benchmarking

Customer Satisfaction Linkage between consumption and payment Promulgation AND acceptance of SLAs Who is the customer?

Who is the Customer? Individual consumer Corporate university Statutory obligations

Customer Satisfaction Survey – Primary Page 1

Customer Satisfaction Survey – Primary Page 2

Customer Satisfaction Survey – Secondary Page 1

Customer Satisfaction Survey – Secondary Page 2

Customer Satisfaction – Facilities Management as a Whole

Customer Satisfaction – Capital Works

Customer Satisfaction – Security (Corporate)

Customer Satisfaction – Security (Individual)

Customer Service Framework = Service Provider of Choice Service Level Agreements Benchmarking of Costs Customer Satisfaction Surveys

AAPPA Benchmarking

We Think We Are Doing a Good Job, BUT What Do Our Customers Think? Questions?