1. Proactive Residence Hall Work Order Program
Facilities Management

2. Mission
Our mission is to provide student housing that is safe, clean, and fully operational on the day students arrive to campus.
Vision
Our vision is to provide timely service throughout the year by responding to Residence Hall work orders in a proactive as opposed to reactive manner.

3. Charter
Mission – Have the dorms fully prepared for the students upon arrival.
Burning platform – Residence halls that are fully prepared and maintained for student occupancy will make a less stressful and easier transition.
Process Description – Facilities Management responds to problems the students find in the dorms once they arrive.
Problem Statement – An effective way to assess the readiness of residence halls needs to be created in order to make the necessary repairs and preparations prior to the arrival of the students.
Sponsor – Wayne Orr
Process Owner – Jeff Reed
Team Leader – Aaron Beale
Facilitator – Erin Powers
Team – Aaron Beale, Richard Smith, Erin Powers, Steven Peters, Tim Alexander, Rodney Hensley
IT solutions around the corner?

4. Proactive Residence Hall Work Order Program
The goal of this program is to shift the focus of our department to a more proactive approach to readying the Residence Halls for student arrival. We propose that by working proactively we will gain efficiency by reducing travel time and duplicated efforts by different trades, create a higher more consistent standard across Campus, and prevent the “flood” of work orders that has traditionally slowed response time at the beginning of each semester.

5. SIPOC Suppliers Inputs Process Outputs Customers Students RA’s FA’s
Collegium
Work order requests submitted by suppliers.
Current state requires a reaction to information from suppliers listed. This information tends to “flood the system” all at the same time, and is of inconsistent quality.
Clean, well maintained, fully functional residence halls.
Students,
RA’s
FA’s
Collegium

6. SWOT Analysis Internal External Strengths Weaknesses Opportunities
Skilled tradespeople capable of making the required repairs and upgrades to living areas.
Adequate funding to accomplish the desired goals.
Technicians often feel overwhelmed by the quantity of work necessary to achieve a desired standard.
Work has traditionally come in great “floods” and is typically handled reactively.
Internal
Strengths
Weaknesses
Opportunities
Threats
External
Prevent the likelihood of overwhelming our technicians by beginning to work in a pro-active manner.
Reduce travel or “windshield” time by controlling the pace and schedule of repairs by evaluating and conducting repairs during the summer months.
Achieve a more consistent standard across Campus by having our technicians be the initial reporters as opposed to the suppliers listed in our SIPOC description
Resistance to change.
Cultural shift necessary on the part of technicians and management to become problem “seekers” as opposed to “responders”.

7. Hi-Level Process Map
Students arrive on Campus
Deficiencies noted, work order request submitted
Work order created, Technician dispatched.
Work completed. Often requiring multiple trips for parts, etc.
Work completed .

9. Current State Spaghetti Diagram
Numbers in white boxes = number of trips technicians make per year

10. Analysis of Work Orders (Number of work orders per dorm each year)

11. Analysis of Work Orders (Number of work orders per dorm each year)

13. Future State Spaghetti Diagram
Numbers in white boxes = number of trips technicians make per year

14. Standard Work

15. Results from Waste Elimination
Old process steps: 10
New process steps: 5
50% reduction
Old process NVA steps: 8
New process NVA steps: 3
37.5% reduction

16. Savings 44% reduction in total dorm work orders
Largest reduction: 75% (Danforth)
Soft Savings: $14,794
Hard Savings: $13,948