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