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IMPROVEDFACILITY SERVICES
PROJECT MANAGEMENT
PROCESS
PROJECT OUTLINEPROJECT OUTLINE
• How We Got Here
• UW-System Chargeback Policy & Construction Project Decision
Matrix
• Desired Outcomes
• Customer Feedback
• Process Redesign
• Proposed Improved Process
• Guiding Principles
• Reviewed statutes and policies
• Reviewed our existing process
• Reviewed the desired outcomes
• Reviewed best practices within the State
HOW WE GOT HERE
STATE STATUTES &
UW-SYSTEM POLICY
Taken from UW-System’s Website
RESPONSIBILITIES
• 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
Facility Services currently maintains….
As well as all Chargeback work….
UW-SYSTEMBUILDING
MAINTENANCE
CHARGEBACK POLICY
How do you know what is considered a work order?
Also find a link athttp://www4.uwm.edu/pps/Admin/LeftMenu
DESIRED OUTCOMES
• Set specific goals for the
process
• Address bottlenecks in the
process
• Use customer feedback for
improvement
• Improve efficiency
Facility Services does good work, but……
• Too Slow
•Expensive
• Inaccurate Estimates
• Lack of Communication
• Untimely Billing
CUSTOMER FEEDBACK
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
PROCESS REDESIGN
• Be Proactive - •Educate our customers• Learn from our customers
• Focus on the Customer -• Project Communication Plan• Post-Project Surveys
• Accountability• ???• ???
GUIDING PRINCIPLES
By reengineering to optimize our processes and resources….• Increase Quality
• Increase Speed
• Increase Predictability
• Increase Customer Satisfaction
IMPROVED PROCESS GOALS
OUR CURRENT PROCESS
OUR IMPROVED PROCESS
You can help us
improve:
PROPOSED IMPROVED PROCESS
Email your suggestions to the committee at:
Volunteer to pilot this new process
Let us know of other groups that need to see this