campus services swap meet november 22, 2010
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TRANSCRIPT
Campus Services
Swap Meet
November 22, 2010
Presented by Lisa Hogarty
Vice President for Campus Services
Campus Services Review
• Met with over fifty key clients including Deans, VPs,
Faculty, Students and community members.
• Discussions with Campus Services directors and managers.
• Part of Executive Vice President Katie Lapp’s efforts to
improve administrative coordination and efficiency.
• In general, Campus Services provides very good service.
• Our customers trust that they’re getting their money’s worth.
• Some units are more cost-focused instead of service-focused.
• It’s hard to figure out how to access certain services.
Here’s What I Heard
• We have many areas where we achieve a high level of operational
excellence – and we should be proud of that.
• Our services are very competitive in the marketplace.
• Sometimes we forget that our service needs to be more personalized.
• Some of our offerings are designed around how we like to work rather
than how the customer gains access.
• Getting through the economic downturn was hard.
How Do I Interpret this Feedback?
We are accountable as service providers to steward
the University’s finances, student tuition & fees, rent,
retail transactions, and internal client expenses with
utmost care and responsibility.
We must be trusted by our clients.
Our Key Ingredients
We must provide the best possible services,
products, environments, and programs at the best
possible price. Our customers should feel the
money they spend on these offerings provide
value and personal fulfillment.
We have to do this everyday.
Our Key Ingredients
We are no longer working in silos or tubs.
• The University’s cultural legacy of
decentralization will not dictate our evolving
organizational structure.
Our Key Ingredients
• Campus Services will be an integrated set of businesses that
will not weaken, but bolster the unique services and
programs we offer.
Expectations for team work and collaboration
across Campus Services have been elevated.
Our Key Ingredients
Business Process Realignment (BPR)
• A comprehensive exercise to identify areas where we can improve our
business strategies, reduce administrative overhead costs, and make our
organization increasingly responsive to client needs.
• We will create cross-functional business redesign teams to consolidate
“like” business processes and take full advantage of our new scale.
• Ultimately, we must capitalize on the technologies available to us and
share best practices across Campus Services.
How Do We Get to the Next Level?
• Finance & Administration
• Business Applications, Technology, and Network
Infrastructure & Security
• The Operations Center
• Sustainable Building Services
Business Process Realignment (BPR)
Work Teams:
Shared Services Model
All Campus Services departments buy things, pay
for things, collect revenue, budget, manage business
systems, etc.
It’s often more costly to do them separately.
Shared Services Within Campus Services
• Financial Management
• Business Planning
• Management Development
• Controller Services
Finance & Administration for Campus Services:
- Led by Mary Maloley
• Business Applications
• ID Card Services
• Network & Systems Integration
• The University Operations Center
Operations & Logistics for Campus Services:
- Led by Paul Malagrifa
Shared Services Within Campus Services
Led by Gary Kassabian
• Harvard’s emergency planning and incident coordination.
• Development of a comprehensive, University-wide
business continuity plan.
Emergency Planning
The Office for Sustainability
• Evolving into a new structure to further embed sustainability
efforts into campus operations.
• Taking the extraordinary outreach and education efforts
and future green program development to the next level.
Occupant
Engagement
& Outreach
Sustainable
Building
Services
The Office for Sustainability
• GHG Communications
• Occupant Engagement & Outreach
• Student Engagement Programs
• Incubator for New and Innovative Programs
Led by Heather Henriksen
Energy, Facilities & Sustainable Building Services
Engineering & Utilities (E&U)
• GHG Inventory Monitoring
• Energy Procurement & Generation
• Engineering Services
• Utilities Administration, Operations, and Project Management
Facilities Maintenance Operations (FMO)
• Custodial Services
• Facilities Maintenance
• Landscape Services
• Solid Waste & Recycling
Sustainable Building Services
• Energy Audits & Technical Expertise
Led by Doug Garron
Harvard Real Estate Services
University & Commercial Real Estate – Led by Carolee Hill
• Property Management
• Leasing Services and Negotiations
• Space Consulting
Residential Real Estate - Led by Steve Nason
• Property Management
• Faculty, Staff, and Graduate Student Housing Services
• The Campus Services leadership team
will review recommendations and
decide how to phase-in those changes.
• Pilot programs will be implemented in
central administrative units before roll-
out to our main client groups.
• Teams will provide an update at the next
Swap Meet.
How Will BPR Updates be Communicated?
www.campusservices.harvard.edu
You’re encouraged to send feedback via the web!
Goals and Objectives for this Realignment:
• “De-silo” common functions and design new shared service models
that save money and reduce overhead costs.
• Leverage existing resources like the University Operations Center
and improve and simplify the experience of our clients as they
interact with our business units.
• Identify and implement both new and existing technology tools to
leverage our capacity to manage logistics across Campus Services.
Improve the Customer Experience!
• Simplify the way customers access our services and programs.
• Capitalize on the tremendous talent that exists within campus
services and the greater Harvard community to redesign
disparate or “clunky” business processes and embrace best
practices that make peoples work more fulfilling and less taxing.
• These changes will not negatively affect the level of service we
currently provide.
Goals and Objectives for this Realignment:
What will success look like?
Our Clients
Our Clients
Our Clients
Our Clients
Our Clients
Our Employees
Our Employees
Our Employees
Our Employees
Our Employees
Our Employees
Discussion