Plant Operations Business Plan Roll Out

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Introduction Who We Are
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University of MichiganBusiness
FinanceFacilities OperationsPlant
Operations
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Plant Operations

• Plant Administrative Services
• Work Control
• Facilities Maintenance
• Utilities and Plant Engineering
• Building Services
• Construction Services
• Grounds and Waste Management

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Location
New Home!
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Mission Statement
Building Services

• Plant Building Services maintains facilities to
  provide a sanitary, safe and pleasant environment
  for the University of Michigans students,
  faculty, staff and guests.
•  

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• Plant Operations / Building Services
• Guiding Principles
• Focus
• Integrity
• Respect
• Empowerment
• Innovation
• Responsibility for the environment.

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1. The Work That We Do

• All Custodial Maintenance
• Plus
• Window Cleaning
• Duct cleaning
• Carpet Cleaning
• Crisis Cleaning
• Pest Control
• Venetian blind and shade services
• Customer Response Team

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1. The Work That We Do

• All Custodial Maintenance
• Plus
• Window Cleaning
• Duct cleaning
• Carpet Cleaning
• Crisis Cleaning
• Pest Control
• Venetian blind and shade services
• Customer Response Team

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1. The Work That We Do

• All Custodial Maintenance
• Plus
• Window Cleaning
• Duct cleaning
• Carpet Cleaning
• Crisis Cleaning
• Pest Control
• Venetian blind and shade services
• Customer Response Team

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1. The Work That We Do

• All Custodial Maintenance
• Plus
• Window Cleaning
• Duct cleaning
• Carpet Cleaning
• Crisis Cleaning
• Pest Control
• Venetian blind and shade services
• Customer Response Team

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1. The Work That We Do

• All Custodial Maintenance
• Plus
• Window Cleaning
• Duct cleaning
• Carpet Cleaning
• Crisis Cleaning
• Pest Control
• Venetian blind and shade services
• Customer Response Team

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1. The Work That We Do

• All Custodial Maintenance
• Plus
• Window Cleaning
• Duct cleaning
• Carpet Cleaning
• Crisis Cleaning
• Pest Control
• Venetian blind and shade services
• Customer Response Team

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1. The Work That We Do

• All Custodial Maintenance
• Plus
• Window Cleaning
• Duct cleaning
• Carpet Cleaning
• Crisis Cleaning
• Pest Control
• Venetian blind and shade services
• Customer Response Team

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1. The Work That We Do

• All Custodial Maintenance
• Plus
• Window Cleaning
• Duct cleaning
• Carpet Cleaning
• Crisis Cleaning
• Pest Control
• Venetian blind and shade services
• Customer Response Team

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Standards

• See hand out

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Staffing

• See hand out

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2. How We Measure Our Service

• Quality Assessment (see insert)
• Frequency
• Supervisor / Coach
• Every custodian weekly
• Area Manager One Supervisor area
• each week
• Walk Through
• Director of Plant Ops and BS
• Building Facilitator Area Manager
• Benefits for custodian positive reinforcement
• Review performance expectations discern
  training needs

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3. How We Do Our Work

• Team Paradigm
• Lead Team
• High Performance Work Teams
• 1993 First Team CRT
• 2002 45 Teams
• Specialty Cleaning Teams
• Training Team
• Support Team
• Customer Response Team

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Benefits of a Team Paradigm

• Quick response time
• Improved quality of work
• Efficiency and flexibility
• Ownership responsibility
• Fiscal responsibility (reduced overhead)
• Employee morale
• Retention, reduced absenteeism,
• job participation and satisfaction

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4. How We Develop Our Staff

• New Employee Orientation
• Policies / Safety Training
• New Employee Technical Training
• Seven Habits of Highly Effective People
• Adult Education / Basic Skills
• GED classes and graduation
• English as a second language
• Basic skills for higher education
• Team training / roles

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4. How We Develop Our Staff (continued)

• Career Enhancement Programs
• E.W.O.C (Employees Working Out of
• Classification)
• Participation
• Cross functional problem solving teams
• Diversity Committee, etc.
• Recognition Programs
• C.A.R.E. program Safety incentive

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Vision 2005
Strategic Planning
1. Customers 2. Employees ( or People ) 3.
Financial 4. Internal Business Processes
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Customer ServiceRequest

• Contact Plant Order Services (P.O.S.)
• Phone 72059
• www.plant.bf.umich.edu

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Request for Service How it works

• Contact P.O.S. Phone 72059
• POS contacts PBS Supervisor
• Supervisor schedules work
• Monitoring System
• Supervisor updates POS
• (enters notes and indicates when
  work is completed)

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Complaint Resolution

• Call Building Services
• Customer Service Center 764-0521 or
• The designated building Supervisor
• or
• Contact the Area Manager (next slide)
• or
• Contact the Assistant Manager

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Area Managers Carie Kloack Whole campus -
Day shift
764-5458 Darryl Betts Central and South
Campus 400PM to 1230AM
647-0638 Linda Sen Central Campus 400PM to
1230AM 936-1470 Richard Williams
Medical Campus 400PM to 1230AM
936-6512 Steve Burgess North Campus /
Recreation 1000PM to 630AM
763-6259
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• Conclusion
• Reduction in job injuries
• Reduced absenteeism
• Turnover ratio
• Reduced Grievances

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• Conclusion (continued)
• University Recognition
• Workplace 2002 Team Award
• The crazy Eights
• Workplace 2002 Outstanding Leadership
• Award - - Nathan Norman
• Public Recognition
• 2002 FranklinCovey Team Award
• For Synergy and Productivity TeamSDA

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