the year of the customer fe&p reorganization: improving for our customers

The Year of the CustomerFE&P Reorganization:

Improving for Our Customers

Feedback

• Much Respect And Appreciation For Hard Working And Dedicated FE&P Staff

• Work Can Be Slow And Sometimes Ineffective

• Too Expensive; Outside Vendors Are Seen As More Cost-effective

• We Are Not Creative At Providing Options To Meet Costs, Schedule Or Expectations

• Not Enough Accountability

Feedback

• Improvement Opportunities:– Educating Our Customers; Setting Expectations– Standardizing Costs and Processes– Creative Problem Solving– Communications & Transparency of Process– New Technologies & Equipment– Taking Responsibility and Being Accountable

My Goal

• Build Upon And Preserve The Work Done by FE&P To Create The Beautiful Campus We Have Today

• Introduce New Processes And Technologies To Be More Productive And Better Meet The Needs Of Our Customers

For FE&P, 2015 is…. the year of the customer

FE&P Focus For 2015

Year Of The Customer

Building Maintenance

• New Building Maintenance Organization:– Zone Shops: Multiple Trades Teamed Within A

Shop To Service A Geographical Zone• Carpenters, Plumbers, Electricians, Painters, HVAC, PM• Shop Located Within Each Zone• Similar Concept Within Custodial And Grounds

– Cycle Shop: Mobile Team Cycling Annually Through Each Building. Public Space Maintenance

– Specialty Shop: Elevators, Roofer, Equipment Repair, Generators

• Building Controls: Separated from HVAC. Assigned To Central Plant

• Vehicle Repair: Assigned to Grounds

Zone Map

Advantages

• Closer To Customers, Tools & Supplies• Fewer Customers & Better Communication • Less Traveling And More Servicing • Reduced Costs• Increased Focus On Building Public Spaces• Specialization Within Zones & Cross Training

Between Trades • Enhanced Employee and Customer Satisfaction

Project Management

• Currently – Two Divisions With Different Practices– Inconsistent Standards– Confusing To Customers

• Changes– Merge Maintenance PMs into Capital PM Division– Single Project Management Organization– One-stop-shopping For Customers– Standardized Processes

Contracting

• Currently – Decentralized System– Supervisors Managing Paperwork And Not

Getting To The Job Sites– Contracts For Small Dollar Services– Lack Of Competitive Bidding– No “Nimble” Contracts (JOC, ID/IQ)

• Changes– Create Professional Contracting Position & Hire– Improve Competitive Contracting: Develop RFPs, Conduct Pre-

bid Meetings, Evaluate Bids, Select Best Value Contractors– Free Supervisors To Focus On Managing Staff And Work– Implement Nimble Contracts

New Expertise

• Quality Control Position– Work Flow Analysis: Streamline, Identify Inefficiencies

And Focus On Continuous Improvement– Investigate New Technologies And Equipment– Metrics: Productivity & Customer Satisfaction

• Human Resources Position– FE&P Has Over 300 Employees – Addition Of Full-time HR Position

Dedicated To FE&P Employees– Employee Relations, Recruitment Assistance,

Performance Management, And Training

Early Successes

• Eliminated $4 Service Charge On Billable Work• Eliminating Requirement To Have A Contract

For Small Dollar Purchases• Authorize P-Card Use For Small Service Jobs• Investigating Alternatives to Project

Management Charge Model• More To Come….

Russell Price

• Assistant Vice President, Facilities & Engineering

• Started February 1, 1979• 36+ Years Service• BS, University of Houston• Whitaker Scholar• Baker College Associate• Farewell Event: March 27th, 2 PM at Cohen

House