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

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