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What is the change?

What is the change?. Building Operations December 2009. OBJECTIVES. To obtain efficiency by deploying trades directly into the zones where they will start and end their day. To simplify the way in which we deliver service to you.

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What is the change?

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  1. What is the change? Building Operations December 2009

  2. OBJECTIVES To obtain efficiency by deploying trades directly into the zones where they will start and end their day. To simplify the way in which we deliver service to you. To obtain greater familiarity and consistency with the buildings. To develop relationships between trades and customers.

  3. How did we get here? April 2009 – Re-organization Announced Summer 2009 – Building Operations Leadership Team Assembled Summer 2009 – 18 Focus Groups with Trades and Customers Sept 2009 – Re-align existing zones Dec 2009 – Zone Implementation

  4. Building Operations – Vision Statement “Create outstanding university experiences by maintaining and operating our learning environment in the safest, simplest, most sustainable, and efficient way.”

  5. What can the trades do in the Zone? • Guideline: less than two days of work which could include repair requests, and preventative maintenance. Minor customer requested jobs such as hang a whiteboard, installation of an electrical outlet, or painting of an office; however, we will require a Customer Work Request to cover the cost of the materials. • Ancillary Customers within each zone will continue to pay for both labour and materials as they do in our current model. • Trades person will determine whether they can accommodate the request without affecting the other customers in the zone. 5

  6. How do I get work done in the Zone? Your single point of contact is our Service Centre Desk who will triage issues on your behalf (604-822-2173). NOTE: Calls of Urgent Nature should be routed through our Service Centre (Trouble Calls) In the coming months, as relationships develop with your trades people, you may choose to contact them directly. 6

  7. What Trades will work in the Zones? Utility Workers – Are first responders for changing light bulbs and unplugging of toilets. Should the repair require an electrician (ballast) or plumber, the UW sends to appropriate tradesperson. Carpenters – Are responsible for items such as repair of wood & steel doors & windows (except lock hardware), stairs and treads, gates, door hinges, VCT tile floors, installing items such as bulletin boards. Painters – Are responsible for internal and external painting in buildings. Electricians – Are responsible for items such as outlets and switches, burnt out ballasts on light fixtures, tripped circuits, electric motors, automatic projection screens, light timers. Plumbers – Are responsible for items such as plugged or leaking toilets or sinks, domestic hot and cold water, gas leaks, pilot lights, drinking fountains, ceiling leaks. CAITs (Controls Technician) – Are responsible for the Building Management System within a building. They typically deal with problems such as heating, whole building hot water, pneumatic and digital controls installation and testing, HVAC troubleshooting. Maintenance Engineers – Are responsible for the inspections and system operation such as compressed air, supply & exhaust fans or belts, chillers, pumps, filter changes, heating, ventilation, fumehoods, steam operations within buildings and mechanical system isolation. Millwrights – Are responsible for items such as replacement of pumps, changing fan pulleys, repair of mechanical equipment.

  8. Who will be in your zone?

  9. How Do I Contact Yellow/Orange Zone …..

  10. How Do I Contact Teal/Green Zone ….. 10

  11. How Do I Contact Red/Blue Zone ….. 11

  12. How Do I Contact Brown/Grey Zone ….. 12

  13. How will Building Operations obtain feedback? • Net Promoter Score • Weekly survey to ask one question: “How would you rate your most recent experience with your Building Operations zone team?” 0 1 2 3 4 5 6 7 8 9 10 Not Satisfied Neutral Pleased Demonstration: http://wapi.lbs.ubc.ca/survey/nps.asp 13

  14. What Can I Expect in the Next 3 Weeks? • Trades in the zones November 30th • Kick Off Events on Dec 1st & 2nd - come and meet your zone trades. • Yellow/Orange Zones - Tuesday, December 1 – 9:30-10:30 am – War Memorial Gym Lobby • Green/Teal Zones – Tuesday, December 1 – 1:30 - 2:30 pm – Ike Barber – Dodson Room • Red/Blue Zones – Wednesday, December 2 – 9:30-10:30 am – Kaiser Atrium • Brown/Grey Zones – Wednesday, December 2 – 1:30 – 2:30 pm – Food Nutrition Health Lobby • Trades will work through the back log of existing calls already reported and in our maintenance system. • Increased communication from your tradesperson on issues that you bring to their attention. 14

  15. What should I expect in the next few months? • Improved communication and delivery of service. • Emphasis will be on collaboration with the zone staff, we will require weekly feedback in the form of NPS surveys. • Operational Effectiveness group will meet with the zone staff weekly and collect their feedback on issues relating to stores, vehicle use, parking, time cards, work flow, Blackberry use, administrative challenges and others. • Continuous improvement through further focus groups. 15

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