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Recharge Maintenance

Facilities Services Lean Teams

Recharge Maintenance

Facilities Maintenance & Construction (FMC)

Problem

Customers have expressed dissatisfaction with cycle time, inconsistent communication, and billing (size of bill and insufficient detail). Customers complain of not knowing the status of requested repairs; communication on multi-trade work requests (and between FMC and CEO Campus Operations shops) is a problem often cited.

Goal

  • Reduce the recharge maintenance work order cycle time by 50%
  • 90% success rate for response time and deadlines met specific to recharge maintenance
  • Measurable increase in proactive communication between FS shops and with the customers
  • Identify and standardize customer communication touch points
  • Increase customer satisfaction after process improvements

Team Launched:

March 2012

Leader

Dave Fields

Members

Dave Fields (FMC)
Erik Brihagen (FMC)
Uma Dutt (FMC)
Gary Greene (FMC)
Lance Hendrix (FMC)
Don Nielsen (FMC)
James Turner (FMC)
Stan Ross (Campus Engineering & Operations)
Booker Washington (Campus Engineering & Operations)
Dennis Fields (Housing & Food Services)
Josh Gana (Housing & Food Services)
Dan Gaston (Intercollegiate Athletics)

Results

  • Established customer touch points & developed tools for proactive communication
  • Streamlined building access procedures