IMPROVEDFACILITY SERVICES

PROJECT MANAGEMENT

PROCESS

PROJECT OUTLINEPROJECT OUTLINE

• How We Got Here• UW-System Chargeback Policy &

Construction Project Decision Matrix• Desired Outcomes• Customer Feedback• Process Redesign• Proposed Improved Process• Guiding Principles

• Reviewed statutes and policies

• Reviewed our existing process

• Reviewed the desired outcomes

• Reviewed best practices within the State

HOW WE GOT HERE

STATE STATUTES &

UW-SYSTEM POLICY

Taken from UW-System’s Website

RESPONSIBILITIES

• Over 5.0 Million square feet of buildings• An increasing presence at remote campus sites• The Heat Plant, Grounds,

Campus Infrastructure,and Distribution

• All Building Controls

Facility Services currently maintains….

As well as all Chargeback work….

UW-SYSTEMBUILDING

MAINTENANCE

CHARGEBACK POLICYHow do you

know what is considered a work order?

Also find a link athttp://www4.uwm.edu/pps/Admin/LeftMenu

DESIRED OUTCOMES

• Set specific goals for the process• Address bottlenecks in the process• Use customer feedback for improvement• Improve efficiency

Facility Services does good work, but……

• Too Slow•Expensive• Inaccurate Estimates• Lack of Communication• Untimely Billing

CUSTOMER FEEDBACK

After these assessments, our redesign evolved….• Illustrated Our Process• Blended with UW-Madison’s

Work Order Process• Addressed needed changes• Re-illustrated our Improved Process

PROCESS REDESIGN

• Be Proactive - •Educate our customers• Learn from our customers• Focus on the Customer -• Project Communication Plan• Post-Project Surveys• Accountability• ???• ???

GUIDING PRINCIPLES

By reengineering to optimize our processes and resources….• Increase Quality• Increase Speed • Increase Predictability• Increase Customer Satisfaction

IMPROVED PROCESS GOALS

OUR CURRENT PROCESS

OUR IMPROVED PROCESS

You can help us improve:

PROPOSED IMPROVED PROCESS

Email your suggestions to the committee at:

workordr@uwm.edu Volunteer to pilot this new processLet us know of other groups that

need to see this