Communication Goals Metric

1. Communication Goals Metric Mapping – Facilities Service Request for Cost Estimate Business Analyst assigns number and forwards to Dept. Mgr. Dept. Mgr assigns Project Manager and Reviewing Reps on Routing Sheet. Attachment #1 Business Analyst transfers the information from the Routing Sheet onto theCommunication Goals Metric Spreadsheet Attachment #2 Project Manager conducts Project Kick-Off Meeting with Review Reps. Routing Sheet and/ or Meeting Sheet is signed and indicates involvement of Reviewing Reps. Attachment #3/#4 Customer Submits FSR for cost Estimate to Facilities Project Manager returns FSR with Completed Estimate, Routing Sheet And/or Meeting Sheet to Business Analyst Attachment #3, #4 Business Analyst transfers information from the Routing and Meeting Sheet onto Communication Goal Metric Spreadsheet Attachment #3/#4/#5 Business Analyst returns FSR and Estimate to Requestor 010904 Prepared by LeAnn Scharbach

2. Communication Goals Metric Mapping Facilities Service Request for Cost Estimate 1. Requestor submits Facilities Service Request for cost estimate to Facilities Operations Construction Services. 2. Facilities Operation Business Analyst assigns an FSR Number, attaches a Facilities Operations Communication Goal Routing Sheet and forwards to Department Manager to assign a Project Manager and which reviewing reps should be involved with the project (Attachment #1) 3. Business Analyst transfers information from the Routing Sheet onto the Communication Goals Metric Spreadsheet (Attachment #2) 4. Project Manager conducts Project Kick-Off Meeting with reviewing reps to discuss the work requested. Reviewing Reps sign the Routing Sheet and/or Meeting Sheet and request involvement or no involvement (Attachment #3 #4) 5. Project Manager returns completed FSR with estimate, signed Routing Sheet and Meeting Sheet (Attachment #3, #4) 6. Business Analyst returns FSR and Estimate to the Requestor. 7. Business Analyst transfers information from Routingand Meeting Sheetsonto the Communication Goals Metric Spreadsheet (Attachment #3, #4, #5)  010904 Prepared by LeAnn Scharbach

3. Attachment #1 Routing Sheet Estimate

4. Attachment #2 Meeting Sheet Estimate Facilities Project/SWAT/Maintenance Review Goal – Month 2003

5. Attachment #3 Signed Routing Sheet Estimate

6. Attachment #4 Meeting Sheet Estimate PM: Joe SmithFacilities Service Request #: 02050

7. Attachment #5 Goal Metric Spreadsheet Estimate Facilities Project/SWAT/Maintenance Review Goal – Month 2003

8. Communication Goals Metric Mapping – Facilities Service Request for Project Customer returns FSR authorizing work requested to Facilities Business Analyst attaches Routing Sheet and Meeting Sheet to FSR and forwards to Project Manager Attachment #1, #2 Business Analyst transfers the Information from the Routing Sheet onto the Communication Goal Metric Spreadsheet Attachment #3 Project Manager conducts meetings with Customers and Reviewing Reps. Business Analyst compiles monthly data from Communication Goal Metric Spreadsheet and forwards Spreadsheet, Monthly Review Goal and Bar Graph to Facilities Operations Construction Services Manager Attachment #5, #6, #7 Business Analyst transfers data from the Routing Sheet and Meeting Sheets onto the Goal Metric Spreadsheet Attachment #5 Project Manager completes work requested and returns the FSR, completedRouting Sheet, Meeting Sheets to Business Analyst Attachment #1, #4 010904 Prepared by LeAnn Scharbach

9. Communication Goals Metric Mapping Facilities Service Request for Project • Customer returns Facilities Service Request with signature approval to authorize the work requested to Facilities Operations Construction Services. • Facilities Operations Business Analyst attaches the completedFacilities Operations Communication Goal Routing Sheetand Meeting Sheet to FSR and forwards to the Project Manager (Attachment #1, #2) • Business Analyst transfers information from the Routing Sheet onto the Communication Goals Metric Spreadsheet (Attachment #3) • Project Manager conducts meetings with Customers and Reviewing Reps with regards to the scope of work. • Project Manager completes the work requested and returns the FSR,signed Routing Sheet,and Meeting Sheetsto Business Analyst (Attachment #1, #4) • Business Analyst transfers the data from the Routing Sheetand Meeting Sheetsonto the Facilities Projects/SWAT/Maintenance Review Goal Metric Spreadsheet (Attachments #1, #2, #5) • Business Analyst compiles monthly data from the completed Facilities Projects/SWAT/Maintenance Review Goal Metric Spreadsheetand forwards data Monthly Review Goal Overviewand Bar Graphto Facilities Operations Construction Services Manager (Attachment #5, #6. #7) 010904 Prepared by LeAnn Scharbach

10. Attachment #1 Routing Sheet Project

11. Attachment #2 Meeting Sheet Project PM: Joe SmithFacilities Service Request #: 02050

12. Attachment #3 Metric Spreadsheet Project Facilities Project/SWAT/Maintenance Review Goal – Month 2003

13. Attachment #4 Meeting Sheet Project PM: Joe SmithFacilities Service Request #: 02050

14. Attachment #5 Metric Spreadsheet Project Facilities Project/SWAT/Maintenance Review Goal – Month 2003

15. Attachment #6 Monthly Review Goal Project

16. Attachment #7 Bar Graph Project Annual Communication Metric – 2003 ( Includes Estimates and Projects ) 700 600 500 400 300 # of Missed Opportunities - 91 Total # of Opportunities – 597 # of Opportunities Made - 506 200 # of No Shows - 13 100 Jan 03 Feb 03