Total Quality Management: Morehead State University Physical Plant

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Total Quality ManagementMorehead State
UniversityPhysical Plant

• Presented by
• Misti Johnson
• Terry White
• Rick Wagoner
• IET 619 Total Quality Control
• September 14, 2006

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Morehead State UniversityPhysical Plant
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Plant History

• The earliest Physical Plant was located just past
  the Howell-McDowell Administration Building on
  the left side of University Blvd.  
• It was built in the 1940's.  
• The Heating and Water Power Plant has been in the
  same location since 1935.
• The current location of Physical Plant is in the
  W. H. Rice Building, since 1965.

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W. H. Rice Building

• Build in 1965
• Named for W. H. Rice
• Superintendent of Physical Plant from 1932 to
  1968

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Initial Work Order System

• There was no work order system.
• A repair request was made
• It was written on a piece of paper
• It was given to the workers
• The workers would complete the repair
• There was no way of tracking repairs.
• There was no way to create a history of repairs.

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Implementation of Technology

• Mr. Joe Planck
• Director of Physical Plant from 1984 to 2002
• Implemented a computer system in the 1980's which
  was used for a work order system andinventory
  control.
• Was designed by IT personnel on campus and
  programmed by Physical Plant personnel in the
  office.

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Implementation of a Warehouse System

• Previously consisted of a storage area filled
  with junk.
• Junk was cleared out.
• Space was organized.
• Materials were stocked.
• Effective and functional warehouse was created.

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Implementation of a Pest Control System

• Previously contracted to an outside firm.
• Worked one day, once a month
• Cost 6,000 per month
• Organized an in-house system.
• Trained personnel
• Purchased chemicals
• Work daily or as needed
• Cost 10,000 per month

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Mission Statement

• Physical Plant's mission is to maintain and
  improve university facilities, grounds, and
  environment and to supply appropriate services in
  the most efficient and economical manner
  promoting a safe, clean, aesthetically pleasing
  campus environment, in support of Morehead State
  University's students, faculty, and staff.

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Goals and Objectives

• Provide and improve building maintenance,
  utilities and skilled trades support to
  departmental programs necessary to meet the
  facility needs of University programs.
• Provide a safe, clean, aesthetically pleasing
  interior environment conducive for faculty,
  staff, and students to conduct various education
  activities.

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Goals and Objectives

• Provide a safe, clean, aesthetically pleasing
  grounds and exterior campus environment.
• Provide quality service and support in all areas
  of assigned responsibility, both to the Division
  and to all areas of the university.

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Goals and Objectives

• Utilize all resources available to the Office of
  Physical Plant in the most efficient and
  economical manner.
• Comply with external and internal controls and
  regulations.
• Recruit, develop, and promote protected class
  individuals.

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University Vision Statement (Commitments to
Quality)

• To make sure our academic programs and support
  services are of the highest quality and clearly
  focused on the needs of our students and the
  regional community,
• To make sure our personnel are highly qualified,
  enthusiastic, and involved professionals
  dedicated to student success,

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University Vision Statement (Commitments to
Quality)

• 3. To make sure our students are aware of their
  shared responsibilities in pursuing a successful
  academic career and satisfying educational
  experience,
• 4. To make sure our organizational structure and
  processes are effectively aligned to produce the
  highest quality experience for the students
  throughout their academic careers,

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University Vision Statement (Commitments to
Quality)

• 5. To make sure that we effectively plan for the
  future through a dynamic Strategic Planning
  process where resources are solidly linked to
  specific Action Plans, and
• 6. To make sure that internal decisions are
  consistent with state-wide objectives as
  articulated through the Council on Higher
  Education."

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Plant Departments

• Building Maintenance
• Building Services
• Energy Conservation
• Engineering Services
• General Services
• Heating Water Facilities
• Landscaping/Grounds

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Plant Departments

• Motor Pool
• Pest Control
• Purchasing
• Recycling
• University Golf Course
• Warehouse
• Work Control Center

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Building Maintenance

• Responsible for the maintenance and operations of
  campus buildings and utilities.
• Performs two kinds of maintenance
• Preventative
• Corrective

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Building Services

• Responsible for performing duties necessary for
  cleaning and maintaining an assigned facility.
• Broken into two sections
• Residential Facilities
• Education/General Facilities

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Energy Conservation

• Plans, implements, and coordinates all phases
  of the energy conservation programs throughout
  the University community.
• Responsibilities include community awareness,
  education, and motivation towards recycling and
  energy conservation.

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Engineering Services

• Plans, implements and coordinates construction
  projects affecting University facilities and
  grounds and supervises the construction crew.
• Prepare estimates, construction drawings,
  specifications and bid documents for
  construction.

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General Services

• Performs any combination of duties required to
  meet the needs and demands of the Office of
  Physical Plant.
• Duties include garbage collection, freight
  deliveries, moving furniture and equipment,
  setting up for special events and any other
  duties assigned by the General Serviceworker
  Supervisor.

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Heating Water Plant Facilities

• Maintains the production of steam and
  bacteriologically free and potable water for
  human consumption in accordance with the laws of
  the Commonwealth of Kentucky.

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Landscaping and Grounds

• Maintains the campus grounds by performing a
  combination of tasks necessary in order to
  provide for an attractive and safe campus
  setting.

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Motor Pool

• Maintains a motor pool of state and university
  vehicles consisting of sedans, vans, and buses.

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Pest Control

• Identifies types of pests that infest buildings
  and surrounding areas on campus and determine
  proper solutions and/or traps needed to
  exterminate them.

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Recycling

• Plans, implements, and coordinates all phases
  of the recycling programs throughout the
  University community.

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University Golf Course

• A nine-hole, 3,000-yard public course located
  three and one-half miles east of Morehead on U.S.
  60.

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Warehouse

• Responsible for receiving, transporting,
  shipping, maintaining warehouse stock and
  issuance of warehouse materials and equipment to
  Physical Plant employees.

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Work Control Center

• Prepares and issues campus work orders and
  maintains radio dispatch activity to contact
  Physical Plant employees.

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Total Quality Management PhilosophyIn Practice
and At Work
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Providing Quality

• Ensures provided products are perceived by
  customers to meet expected performance
• Training and development of employees
• Strives to provide a service that is pleasing
  to customers
• Proposed HVAC training plan
• All projects and work in general is based on
  contributions from all areas and all employees

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Providing Quality

• Problem resolution involves input from all
  employees regardless of area of specialty
• Working with suppliers to ensure personnel are
  properly trained on products
• Has the necessary management backing to ensure a
  successful quality program
• Open-door, total contribution management style

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Proposed HVAC Training Plan

• Additional training for HVAC employees in the
  physical plant to provide better service to the
  University
• Kentucky has a shortage of training facilities
  for HVAC technicians

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Leadership

• Kentucky Association of Physical Plant
  Administrators (KAPPA)

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Association of Physical Plant Administrators

• The Association of Higher Education Facilities
  Officers is an international association
  dedicated to maintaining, protecting, and
  promoting the quality of educational facilities.
• Serves and assists facilities officers and
  physical plant administrators in colleges,
  universities, and other educational institutions
  throughout the United States, Canada, Mexico, and
  other countries worldwide.

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Association of Physical Plant Administrators

• Promotes excellence in the administration, care,
  operations, planning, and construction of
  educational facilities.
• Serves the entire education community by
  conducting research and educational programs,
  producing publications, developing guidelines,
  and serving as a central information source for
  its members.

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Physical Plant Management Interview

• Mr. Todd Thacker
• Building Maintenance Superintendent

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Question 1

• What long-term goals are needed for the Physical
  Plant to improve service and how are they
  communicated to the employees?

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Mr. Thacker

• We are trying to improve service to the
  university community everyday and with this
  continuous improvement we are currently looking
  at staffing levels. At this time the Physical
  Plant employs 3 painters. As you can imagine it
  is very difficult for 3 painters to have the
  campus looking good with well painted areas. A
  proposal was thus made to increase the number of
  painters to 10. This should greatly impact the
  aesthetics of the campus tremendously.

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• At this time we are trying to stress quality of
  their work. A lot of our staff is very talented
  individuals however, there are small things that
  they could do that would turn a good job into
  excellent jobs. We communicate this daily through
  the supervisors in the field along with regular
  meetings with the entire staff.

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Question 2

• Give an example of how the MSU Physical Plant
  focuses on its customers.

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Mr. Thacker

• The Physical Plant has a motto, which we truly
  go by, Students First. The students are our
  customers and their issues should come first. We
  have stressed this with funding in the resident
  halls over the past 5 years, making improvements
  in the areas in which they live. A total
  renovation of Nunn Hall is scheduled for the
  summer of 2007.

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• Past projects include new AC units in East
  Mignon, Mignon Tower, Mignon Hall and West
  Mignon. All resident halls have sprinkler systems
  added for life safety as well as card readers and
  cameras to add to safety issues. Other resident
  halls have had new ceiling tile, floor tile and
  have been painted. We are just beginning with
  great customer oriented projects yet to come..

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Question 3

• How does the MSU Physical Plant involve all of
  its employees in the process of improving quality
  in their work at MSU?

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Mr. Thacker

• As stated earlier the Physical Plant is at this
  time stressing quality of work and its
  importance. Old habits or ways of completing
  tasks are hard to change, however the supervisor
  must be vigilant in stressing quality and
  routinely checking completed tasks to have our
  employees see that we are dedicated to quality

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Question 4

• What advancements or improvements have taken
  place in work practices or equipment upgrades
  that led to a higher quality of work?

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Mr. Thacker

• Technology is forever changing, and with
  limited resources we need to choose the ones
  with the greatest benefit. Our investment of our
  energy management system is probably our biggest
  investment and partnership. Siemens Building
  technology is our partner in this on going
  improvement. The system allows us not only to
  conserve energy but allows our technicians the
  opportunity to troubleshoot the system before
  they get on site. This in turn greatly increases
  the efficiency of our staff..

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Question 5

• What are some examples of training provided to
  employees in order to improve the quality of work?

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Mr. Thacker

• We just recently hosted KAPPA (Kentucky
  Association of Physical Plant Administrators), an
  annual event which includes all Universities and
  colleges in the state. At KAPPA we have training
  sessions which include electrical, locksmith,
  HVAC, cleaning techniques etc We learn from the
  instructors as well as open forums, so we may
  learn from other institutions that have the same
  responsibilities. We also have in-house training
  as well as off-site training that involves
  different skilled trades.

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Question 6

• What are some examples of ways in which the MSU
  Physical Plant treats suppliers as partners?

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Mr. Thacker

• As stated before, one of our most important
  partners is Siemens. They really go the extra
  mile to make sure our systems are working well.
  They connect via computer daily to make sure our
  system is operating correctly. They have staff
  that is dedicated to meeting MSUs goals and give
  needed advice as we continue developing our
  system. They made substantial contributions to
  our school through generous donations and
  continue to be a strong partner.

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Question 7

• What performance measures are established to
  evaluate improvement or deficiencies in quality?

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Mr. Thacker

• We annually do a customer survey to see the
  areas that are in need of improvement. The
  customer will let you know where you need
  improvement. The question then becomes what you
  can do to help with the problem? Some things can
  be addressed right away however some things are
  beyond the Physical Plants budget and are
  requested for future projects.

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References

• Association of Physical Plant Administrators.
  Who is APPA? Retrieved on September 11, 2006
  from http//www.appa.org/
• Plant, ND. Morehead State University Physical
  Plant. Retrieved on September 7, 2006 from
  http//www.morehead-st.edu/plant/.
• Thacker, Todd, 2006. Interview. Conducted by
  Terry White on September 8, 2006.