2. Performance Improvement Through Benchmarking and Performance Measurement Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

3. In The Beginning RFP developed for operational study Three firms responded One proposed to provide a management team and save big $$ Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

4. The Deal Proposed a budget based on FY 1989 actual Provided a documented plan of cost- saving ideas Budget to stay at 1989 levels for 5 years, plus UM-wide increases We keep all savings for facilities renewal/campus improvements Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

5. Why Benchmark and Performance Measures? Business and Finance VP’s want them –They measure bookstore revenue –Endowment return Establishes a starting point to measure improvements Creates an atmosphere that fosters data- driven decision making Generates savings to be used for unfunded deferred maintenance projects Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

6. Financial Performance Labor and Materials Utilities Environmental Services Contract Outside Services Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

7. How We Track Our Budget Cost per Square Foot Cost by Function Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

8. Cost by Functional Areas Labor Materials Outside Services Miscellaneous Labor Materials Outside Services ZoneEnergy Total Total Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

9. Cost by Functional Areas (continued) Housekeeping-Basic Housekeeping-Extra Grounds-Basic Grounds-Extra Waste Recycling Electric Chilled Water Water Sewer Natural Gas Environmental Services Contract Total Total Utilities Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

10. Buildings Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

11. Utilities Performance Measures Electricity - Kilowatts/Square Foot Dollars/Square Foot Gas - Therms/Square Foot Dollars/Square Foot Water -Cubic Feet/Square Foot Dollars/Square/ Foot Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

12. How We Do It Lotus or Excel Spreadsheet Data entry totals only Sort by highest monthly increase Reports go to Facilities Managers for action Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

13. Results Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

14. EFFICIENCY IMPROVEMENT THROUGH PERFORMANCE MEASUREMENT Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

15. Cleanup 2.3% Paperwork 3.7% Idle 7.1% Getting Parts 6.7% Trouble Shoot 9.8% Working 30.1% Talking 8.2% Travel 22.2% Breaks 9.9% Physical Plant Labor Study May 1995 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

16. Physical Plant Labor Study May 1995 Cleanup 2 people Paperwork 3 people Idle 6 people Getting Parts 6 people Trouble Shoot 8 people Working 26 people Talking 7 people Travel 19 people Breaks 8 people Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

17. Non-Productive Time Travel 22% 9.8% 3.7% 9.9% 8.2% 7.1% 6.7% 2.3% Breaks T.S.TalkingIdleGet PartsPaperworkCleanup Percentages Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

18. Physical Plant-1995 DIRECTOR Assistant Director for Operations Assistant Director Energy & Utilities CarpentryCarpentry PaintingPainting PlumbingPlumbing SupportSvcsSupportSvcs Zone1Zone1 Zone2Zone2 Zone3Zone3 ElectricalElectrical HVACHVAC Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

19. Physical Plant-1997 DIRECTOR Academic Maint. Zone 1 Academic Maint. Zone 2 Housing Maint. Zone Auxiliary Maint. Zone Projects Energy and Utilities Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

20. Physical Plant Labor Study Work Breakdown (May 1997) 65% 1 Paperwork 2% Idle 1% Talking 1% Working Travel 18% Breaks 4% Trouble Shoot 3%3% Getting Parts 6% Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

21. Indicators of Efficiency and Improvements 109% improvement in productivity after reorganization in 1997, compared to 1995 63% reduction in service response time from 18.1 days in 1995 to 3 days in 2001 Improvement in preventive maintenance work order completion, from 43% in 1995 to 96% in 2001 90% increase in average square feet maintained per employee, from 31,000 in 1989 to 67,000 in 2001 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

22. Indicators of Efficiency and Improvements 98% customer satisfaction for fiscal year 2001; based on customer comment cards stating that service was good or great. 44% reduction in sick leave used from fiscal year 1997 to 2001; capturing 2440 hours of additional work time. Decrease in the academic building Facilities Condition Index (FCI) from 11.9% in 1993 to 3.1% in 2001. 38% reduction in Overtime used from fiscal year 1997 to 2001. Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

23. Housing Facilities Monthly Work Order Count Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

24. Housing Work Orders 8/19/00 to 9/15/00 Pm's 5% Air Conditioning 16% Plumbing 12% Electrical 15% Carpentry 27% Trucking 25% Painting 0% Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

25. Furniture Repair 31% Tile Repair 3% Leak Repair 6% Hurricane Prep/Recovery 11% Miscellaneous Repairs 4% Toilet/Bathroom Repairs 6% Door Repairs 16% Windows/Blinds Shutter Repair 23% Housing Carpentry Work Orders 8/19/00 to 9/15/00 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

26. Housing Facilities Response Days 0 0.5 1 1.5 2 2.5 MEDIAN 1111121111111111 MARAPRMAYJUNJULAUGSEPOCTNOVDECJANFEBMARAPRMAYJUN Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

27. Sign Shop Backlog Work Orders March 2001 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

28. Housing Elevator Problems (08/19/2000 to 09/15/2000) Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

29. Completed Preventive Maintenance Work Orders Percent by Month by Zone 19971998 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

30. Completed Preventive Maintenance Work Orders Percent by Month by Zone 199920002001 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

31. Performance Indicators Customer Comment Cards Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

32. Physical Plant - Sicktime Comparison Fiscal Years 98, 99, 00 and 01 5574 3217 3339 3134 0 1000 2000 3000 4000 5000 6000 FY98FY99FY00FY01 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

33. Physical Plant - Overtime Comparison Fiscal Years 98, 99, 00 and 01 3360 3111 3480 5054 0 1000 2000 3000 4000 5000 6000 FY98FY99FY00FY01 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

34. Facilities Condition Index Based on the NACUBO/APPA concept Based on annual re-assessment of University Facilities Shared with the Board of Trustees and Deans Used by FP&C as a programming tool for renovations Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

35. Physical Plant Performance Measures Facilities Condition Index (FCI) Labor Study Work Order Completion Rates Response Time Backlog Preventive Maintenance Completion Percentage Work Order Completion/Employee O&M Costs/Square Foot/Function Customer Satisfaction Overtime Costs Sick Time Usage Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.