improved facility services project management process

IMPROVEDFACILITY SERVICES

PROJECT MANAGEMENT

PROCESS

PROJECT OUTLINEPROJECT OUTLINE

• How We Got Here

• UW-System Chargeback Policy & Construction Project Decision

Matrix

• Desired Outcomes

• Customer Feedback

• Process Redesign

• Proposed Improved Process

• Guiding Principles

• Reviewed statutes and policies

• Reviewed our existing process

• Reviewed the desired outcomes

• Reviewed best practices within the State

HOW WE GOT HERE

STATE STATUTES &

UW-SYSTEM POLICY

Taken from UW-System’s Website

RESPONSIBILITIES

• Over 5.0 Million square feet of

buildings

• An increasing presence at remote campus sites

• The Heat Plant, Grounds,Campus Infrastructure,and Distribution

• All Building Controls

Facility Services currently maintains….

As well as all Chargeback work….

UW-SYSTEMBUILDING

MAINTENANCE

CHARGEBACK POLICY

How do you know what is considered a work order?

Also find a link athttp://www4.uwm.edu/pps/Admin/LeftMenu

DESIRED OUTCOMES

• Set specific goals for the

process

• Address bottlenecks in the

process

• Use customer feedback for

improvement

• Improve efficiency

Facility Services does good work, but……

• Too Slow

•Expensive

• Inaccurate Estimates

• Lack of Communication

• Untimely Billing

CUSTOMER FEEDBACK

After these assessments, our redesign evolved….

• Illustrated Our Process

• Blended with UW-Madison’s Work Order Process

• Addressed needed changes

• Re-illustrated our Improved Process

PROCESS REDESIGN

• Be Proactive - •Educate our customers• Learn from our customers

• Focus on the Customer -• Project Communication Plan• Post-Project Surveys

• Accountability• ???• ???

GUIDING PRINCIPLES

By reengineering to optimize our processes and resources….• Increase Quality

• Increase Speed

• Increase Predictability

• Increase Customer Satisfaction

IMPROVED PROCESS GOALS

OUR CURRENT PROCESS

OUR IMPROVED PROCESS

You can help us

improve:

PROPOSED IMPROVED PROCESS

Email your suggestions to the committee at:

workordr@uwm.edu

Volunteer to pilot this new process

Let us know of other groups that need to see this