1. Building Bridges
Through
Zone Management

2. 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.

3. 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)

4. 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.

5. 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)

6. 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

7. Alpine Hall
Classroom Walls
Before
After

8. AiM Training
Customer Service:

9. 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.

10. 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:
For after hour emergencies call:

12. Kimberly Donaville-Davis
Questions & Comments
Zone 1:
Mark Leisz
(916)
Zone 2:
Kimberly Donaville-Davis
(916)
Zone 3:
Douglas Power
(916)