University Housing Urgent Communications

Campus ForumOctober 14, 2009

Brenda Krueger Human Resources - Team Lead

John Talbot Facilities

Bob Slusher Dining and Culinary Services

Marc Scateni University Apartments

Jennifer Getz Human Resources

Denise Neath Dining and Trucking

Keri Robbins Communications

Jodi Krause Facilities 2nd and 3rd shift

Dani Joens-Tuttle Residence Life

Dave Swiderski Res Halls Assignments

Sharon Seagren Conferences Services

Denny Grueneberg Housing mail delivery/Customer

Steve Scott Facilities employee without email/Customer

Barb Burchfield Subject Matter Expert

Tedd Snyder Black Belt

Team Members

The current process for distributing hard copies of urgent information within Housing proved unreliable. 5 – 96 hours and some even never received

Voice of the Customer indicated acceptable timeframes of receiving urgent communications would be less than 24 hours, and closer to two hours. – A Housing distribution process does not currently exist to meet this

expectation.

Customer Groups:– Employees of University Housing (with and without email)

– Residents/households in University Apartments (year round).

– Residents in the University Residence Halls (academic year).

– Conference guests/sponsors in University Residence Halls (summer).

Where we started …

Decision Made Create

MessageTransport Materials

Deliver

InformProduce Materials

5 minutes

16 hrs: 2 actual work 14 whitespace 23 hrs:

7 driving 16 whitespace

5 Days

The Current Process

Reducing time from 96 hrs to 2 hrs

Root Causes: Why did it take so long??

Housing mail process used not designed for urgent mailings

Customers expect it to arrive fast, preferably electronically

Mailing not identified as urgent Alert Branded Message

Nothing important comes in the mail No back up staff Important information comes mostly electronically

The sender did not identify the audience before labeling the mailing

Finding Solutions to Solve Root Causes

Solutions that Address Root Cause

ROOT CAUSES Message TV system

Flash on computer

Radio (2-way)

Textmsg

P.A. / speakers

Email

Housing mail process used not designed for urgent mailings

YES YES YES YES YES YES

Customers expect it to arrive fast, preferably electronically

YES YES YES YES

Mailing not identified as urgent YES YES YES YES YES YES

Nothing important comesin the mail

YES YES YES YES YES YES

Sender did not identify the audience before labeling the mailing

YES YES YES YES YES YES

Possible Solutions:do they address root causes?

Messages can use branding – recognizable as “urgent”

The recipients of these communication methods can be defined in ways that match our desired customers.

Finding for overlap into multiple Customer Groups

Employees w/o email

Employees with email

Conference Guests

University Apartments Residents

Residence Halls Residents

New Process: Message TVs, Radios/PagersAll Customer Groups

Decide Create Transport Deliver Inform

New Process: TextingAll applicable customer groups

Decide Create Transport Deliver Inform

Next Steps

• Establish Improve/Implementation Team– Put the details to the new high level Process Maps

• Plan contingencies• Create protocols needed• Research recommend vendors, if needed• Change Management• Communication• Pilot test/measure• Ensure success (control)

Questions ● Feedback