Centers of Excellence Program

1
Centers of Excellence Program
May 22-24, 2005
2
Agenda

• What is the Center of Excellence Program?
• Who are the Centers of Excellence?
• What actions have the Centers of Excellence
  taken?
• What is next for the Centers of Excellence?

3
Ground Rules

• Turn cell phones off or set to vibrate
• Please hold in-depth questions until the end of
  the session
• Please complete an Evaluation Form (even if you
  leave the session early)

4
Centers of Excellence Program Mission

• The mission of the program is to leverage sound
• Non-Profit Agency (NPA) business practices and
• quality programs to create Centers of Excellence
• for the purposes of enhancing customer loyalty,
• core business line performance, and job growth
• for people with disabilities.

5
Centers of Excellence Program

• Center of Excellence (COE) Program Tracks
• Quality Innovation (Q I) Service and product
  areas that represent core business lines
• New Business Incubator (NBI) Service and product
  areas where an NPA has demonstrated award-winning
  performance in an industry with the potential to
  create job growth in a new and/or growing
  business line

6
Centers of Excellence Program Quality and
Innovation - Services

• Custodial
• Fedcap Rehabilitations Services (Fedcap) selected
  as COE (QI) for Custodial Business specific to
  GSA/PBS
• Lakeview Center (dba Gulf Coast Enterprises)
  selected COE (QI) for Custodial Business
  specific to GSA/PBS
• Benefits
• Improve Performance and Quality
• Assist with NISH NPA Certification Program
• Increase Job Growth through the GSA/JWOD
  Strategic Alliance
• Establish Processes for Better Prices

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Centers of Excellence Program New Business
Incubator - Services

• Hospital Housekeeping
• Professional Contract Services, Inc. (PCSI),
  Austin TX selected as COE (NBI)
• Benefits
• Improved Performance and Price
• Excellence in Meeting JCAHO Standards
• Increased Customer Satisfaction and Loyalty
• Job Growth
• Development of High Quality New Businesses
• Growth in Number of Program Contracts

8
FEDCAP Rehabilitation Services

• Steve Coons, Director of Building Services
• Joseph Kenol, Program Manager, Center of
  Excellence

9
FEDCAP Rehabilitation Services

• Documenting Our Custodial Experience
• Training Program / Training
• Materials
• Quality Review / Audit
• Policies Procedures
• Process Improvements
• Behind the Scenes
• Following the Road Map to
• Complete the Certification Process
• Assist with NPA Custodial Certification Process

10
FEDCAP Rehabilitation Services

• Demonstrating Consistent Performance Quality
  Innovation (QI)
• Visit with your customers
• Ensuring delivery of quality services to
• your customers
• Motivating your management team
• R D to ensure industry best practices
• Demonstrating that your organization is
• Best in Class

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FEDCAP Rehabilitation Services Awards And
Recognition

• In the last 5 years Fedcap has been recognized
  and received numerous awards from a long list of
  partnering organizations and customers that
  includes but not limited to
• NISH
• NYSID - New York State Industries for the
  Disabled
• GSA - Government Services Administration
• NCWC - National Council of Work Centers
• JCAHO - Joint Commission on Accreditation of
  Health Care Organizations

FEDCAPS PLEDGE Our Customers are our first
priority. We pledge to bring themQuality service
and value
Working to be your partner in Building Management
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FEDCAP Rehabilitation Services

• Fedcaps Center of Excellence Model
• Demonstrate performance excellence commitment to
  GSA by providing Quality and Innovative Custodial
  Services
• Value Pricing
• Achieving the highest level of customer
  satisfaction
• Establish a continuous improvement process to
  ensure the effectiveness of COE program
• Establishing measurable goals and objectives
  (Core Values/Mission)
• Employment for people with barriers and
• disabilities
• Well-Trained and reliable workforce
• Dedication to our customers
• Management staff responsiveness
• Consistent quality and value

13
FEDCAP Rehabilitation Services

• Fedcaps Center of Excellence Model Cont
• Develop performance monitoring system
• Regular Inspections (Daily, Weekly, Monthly)
• External Audits (Benchmarking)
• Customer Communication and Feedback
• Self Assessment
• Computerized Inspection Trend Analysis and
  Reporting
• Regular Management Meeting to Review Program
• Performance Against Established Goals and
  Objectives
• Establish an effective corrective/preventive
  action
• program to ensure that planned results are
  achieved

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FEDCAP Rehabilitation Services

• Fedcaps Role as a COE QI Mentor
• Develop a Repository of information related to
  the custodial industry, i.e. manual library,
  website, training aids
• Provide technical support and assistance to
  Protégé NPAs as requested
• Partner with NISH to improve performance
  standards
• Share knowledge and expertise with other
  designated NPAs
• Provide assistance to NPAs in their quest for
  certification
• Improve pricing for our GSA customers
• With the continued support of GSA and NISH,
  create jobs opportunities for persons with severe
  disabilities

15
Lakeview Center, Inc.

• Rich Gilmartin, Vice President
• Russ Schreiner, Administrator, Center of
  Excellence

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Lakeview Center, Inc.

• Staffed Center of Excellence
• Self-assessment
• Preparation for certification
• Current Best Practices
• Quality Control
• Leadership Training
• Skills Training
• Other training needs

17
GCE Operations
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AWARDS RECOGNITION

• CONTRACTORS EXCELLENCE AWARD - Department of the
  Army FORSCOM/TRADOC
• BEST FOOD SERVICE, SHORE - U.S. Coast Guard
  2001,2003
• QUALITY CUP for SERVICE EXCELLENCE - USA
  Today/RIT - 2000
• HENNESSY AWARD - US Air Force 2000, 2001, 2002,
  2003, 2005
• 1 IN CUSTOMER SATISFACTION - Mental Health
  Corporation of America 2000-2004
• AWARD of EXCELLENCE - National Council
  Behavioral Healthcare

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Performance Evaluations
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Lakeview Center, Inc.

• Employee Satisfaction
• Your employees will never treat your customers
  any better than you treat them!
• Lower turnover better service
• Customer Satisfaction
• Culture of customer satisfaction
• Customer satisfaction tools

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Lakeview Center, Inc.

• Subject Matter Experts
• Contract Pricing and Negotiation
• Finance and Accounting
• Human Resources
• Janitorial Operations
• Purchasing
• Rehabilitative Services
• Training

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Lakeview Center, Inc. C.O.E. Resource Library
Under Construction
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PCSI
Professional Contract Services, Inc Center of
Excellence Hospital Environmental Services
Presented by Joseph J. Balas, COE Program
Manager 1650 Cochrane Circle Ft Carson, CO
80913-4604 (W) 719.524.3744 Fax
719.576.8184 May 24, 2005
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PCSI

• PCSI housekeeping services accomplishments
• 2002 Outstanding rating on Joint Commission
  Accreditation of Healthcare Organizations (JCAHO)
  inspection
• 2005 Outstanding rating Evans Army Community
  Hospital Command Logistics Review Team (CLRT)
  inspection
• Anticipate Outstanding inspection results on
  upcoming JCAHO inspection (Dec 05)

25
PCSI Self Assessment
Youve got to be very careful if you dont know
where you are going because you might not get
there. - Yogi Berra
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PCSI

• Self-assessment
• Identified all compliance, regulatory
  requirements
• Identified key program elements critical to COE
  success
• How do we marry requirements to program elements
  achieve desired COE objectives?
• The evaluation process we chose (in progress)
• Are in-place processes tied to respective
  requirements?
• Are in-place processes documented and followed?
  Data?
• Do in-place processes qualify as best
  practices?
• Are there best practices or benchmarks we
  should incorporate?

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PCSI
Requirements
Inputs
Elements
Outputs
Customer
Exports

• Statement of Work
• JCAHO
• OSHA
• CFR
• EPA
• ADA
• CDC
• Contract Advisement
• Workforce Capability
• Contract Management
• Workforce Capability

• Management
• Employee staffing
• Facilities Planning
• Supplies / Storage
• Processes / Metrics
• Daily Operations
• Quality Council
• Training / Mentoring
• Best Practices
• On-site Processes
• Off-site Processes
• Communication
• Consulting
• ISO Preparation

• EACH
• Compliance
• Regulations
• JWOD
• NISH
• PCSI

• Increased Customer
• Satisfaction
• Improved Performance /
• Contract Price
• Growth in JWOD
• Program Contracts / Jobs
• Continuous Resource
• for Business Mentoring

• PCSI Mentorship
• - DoD , VA, NPAs
• - Protégé NPAs
• Resource Center
• - Best Practices
• - Benchmarks
• - Quality Processes
• - Consulting

• EACH

Evaluate, Design, Conduct, Analyze, Validate,
Implement
Communication
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PCSI

• Established COE best practices electronic and
  print library
• Identified / populated 30 topic areas
  (electronic)
• Created binder system consisting of core
  information
• Regulatory / Professional Organizations best
  practices quality employee certifications
  reference material professional magazines
  articles
• Developed a generic training lesson template
• Permits tying of requirements to training
  requirements
• Allows for clear, definable and measurable
  objectives
• Utilizes demonstration / performance methodology
• Established COE Quality Partnership Council (May
  05)
• Forum for COE stakeholders to
• Discuss hospital housekeeping quality issues
• Provide value-added input into COE process
  evaluation

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PCSI

• Whats Next?
• Prioritize and evaluate in-place processes
  against industry best practices and benchmarks
• Align requirements, program elements and
  processes to meet desired COE export of future
  products and services
• Establish relationships with local hospitals
• Create professional information-sharing
  environment
• Join local Chamber of Commerce
• Present COE program to business community
• Attend Hospital Housekeeping/Professional
  Conferences

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Centers of Excellence Program

• The COE Program is designed to help both
• producing and associated-only NPAs with a
• history of successful contract performance to
• increase their skill and expertise to enable
  them
• to employ more people with disabilities

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Centers of Excellence Program

• QI COE NPAs will train/mentor Protégé NPAs with
  a focus on
• Quality and Performance
• Customer Satisfaction
• Price
• NBI COE NPAs will train/mentor Protégé NPAs with
  a focus on
• Quality and Performance
• Customer Satisfaction
• Jobs and Sales Growth
• New Business Line Development

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Protégé Criteria

• NPA is successfully performing one or more JWOD
  contracts
• NPA has provided an estimate of jobs that may be
  created or maintained as a result of COE
  mentoring
• NPA has demonstrated the willingness to make the
  necessary changes and commit the resources needed
  to improve training, quality, customer
  satisfaction and other key management and
  operational function areas
• NPA has demonstrated the willingness to devote
  the resources to reach a level of excellence in
  the provision of its services
• Associated-only NPAs may be considered as a
  protégé if they can demonstrate successful
  performance on other similar contracts

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Protégé

• Once COEs are ready to accept protégés, an
  article will be placed in the Workplace informing
  NPAs of the availability of this resource and the
  process to follow to participate in the program
• Protégés will be selected in conjunction with
  input from Regional Executive Directors
• Will receive training and technical assistance
  from Centers of Excellence mentors

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Expected Outcomes Center of Excellence Program

• Improved Performance
• Increased Customer Satisfaction
• Reduced Complaints
• Greater Customer Loyalty
• Growth In Number of Program Contracts
• Growth In Number of Jobs
• Implementation of Business Mentoring
• Resource for Formal Informal Training

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Centers of Excellence Program

• The goal of the program is to select two new
• Centers of Excellence each year, for the next
• three years, in a variety of product and service
• areas.

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Centers of Excellence Program

• Any questions?

37
Centers of Excellence Program

• Thank you for your time and attention.

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Contact Information NISH

• Sheila Sandford
• Program Manager
• Centers of Excellence
• NISH National Office
• 8401Old Courthouse Road
• Vienna, VA 22182
• 571-226-4574
• ssandford_at_nish.org

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Contact Information Fedcap

• Steve Coons
• Director of Building Services
• Fedcap Rehabilitation Services
• 211 West 14th Street
• New York, NY 10011-7157
• 212-727-4224
• scoons_at_fedcap.org
• Joseph Kenol
• Manager, Center of Excellence
• Fedcap Rehabilitation Services
• 211 West 14th Street
• New York, NY 10011-7157
• [phone]
• Jkenol_at_fedcap.org

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Contact Information Lakeview Center

• Rich Gilmartin
• Vice President
• Lakeview Center, Inc.
• 1221 W Lakeview Ave
• Pensacola, FL 32501-1857
• 850-595-1330
• rgilmart_at_bhcpns.org
• Russ Schreiner
• Administrator, Center of Excellence
• Lakeview Center, Inc.
• 1221 W Lakeview Ave
• Pensacola, FL 32501-1857
• 850-595-1330
• rschreiner_at_bhcpns.org

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Contact Information PCSI

• Erick Rodas
• Operations Manager
• Professional Contract Services, Inc. (PCSI)
• 5700 Mopac Expressway, South
• Bldg. E, Suite 560
• Austin, TX 78749
• 512-358-8887
• erodas_at_pcsiinc.com
• Joseph J. Balas
• Program Manager
• Center of Excellence,
• Hospital Environmental Services
• Professional Contract Services, Inc. 
• Evans Army Community Hospital 1650 Cochrane
  Circle FT. Carson, CO 80913-4604
• [phone] 
• Joseph.Balas_at_CEN.AMEDD.ARMY.MIL