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IMPROVED FACILITY SERVICES PROJECT MANAGEMENT PROCESS

IMPROVED FACILITY SERVICES PROJECT MANAGEMENT PROCESS. PROJECT OUTLINE. PROJECT OUTLINE. How We Got Here UW-System Chargeback Policy & Construction Project Decision Matrix Desired Outcomes Customer Feedback Process Redesign Proposed Improved Process Guiding Principles.

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IMPROVED FACILITY SERVICES PROJECT MANAGEMENT PROCESS

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  1. IMPROVED FACILITY SERVICES PROJECT MANAGEMENT PROCESS

  2. PROJECT OUTLINE PROJECT OUTLINE • How We Got Here • UW-System Chargeback Policy & Construction Project Decision Matrix • Desired Outcomes • Customer Feedback • Process Redesign • Proposed Improved Process • Guiding Principles

  3. HOW WE GOT HERE • Reviewed statutes and policies • Reviewed our existing process • Reviewed the desired outcomes • Reviewed best practices within the State

  4. STATE STATUTES & UW-SYSTEM POLICY Taken from UW-System’s Website

  5. RESPONSIBILITIES Facility Services currently maintains…. • 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 As well as all Chargeback work….

  6. UW-SYSTEM BUILDING MAINTENANCE CHARGEBACK POLICY How do you know what is considered a work order? Also find a link at http://www4.uwm.edu/pps/Admin/LeftMenu

  7. DESIRED OUTCOMES • Set specific goals for the process • Address bottlenecks in the process • Use customer feedback for improvement • Improve efficiency

  8. CUSTOMER FEEDBACK Facility Services does good work, but…… • Too Slow • Expensive • Inaccurate Estimates • Lack of Communication • Untimely Billing

  9. PROCESS REDESIGN 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

  10. GUIDING PRINCIPLES • Be Proactive - • Educate our customers • Learn from our customers • Focus on the Customer - • Project Communication Plan • Post-Project Surveys • Accountability • ??? • ???

  11. IMPROVED PROCESS GOALS By reengineering to optimize our processes and resources…. • Increase Quality • Increase Speed • Increase Predictability • Increase Customer Satisfaction

  12. OUR CURRENT PROCESS

  13. OUR IMPROVED PROCESS

  14. PROPOSED IMPROVED PROCESS You can help us improve: 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

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