TECH Quality & Productivity in Industry and Technology Customer Dissatisfaction with Student Apartment Conditions Team Members: Director of Facilities Management Facilities Management Coordinator Conference & Events Manager Student Apartment Resident Director Student Representative Champion/Define Phase October 2, 2013

Project Prioritization Matrix Project Alternatives CriteriaABC Likelihood of Success1058 $$ Impact (Cost or Revenue)456 Impact on productivity710 Customer Satisfaction1058 Employee Satisfaction857 Completion in weeks.1068 Impact on Quality846 Total Ranking Points Project A: Improve the process of Identifying and coordinating maintenance of student apartments to customer satisfaction. Project B: Improve the process of utilizing student practical service in the Facility Services department to minimize staff management required. Project C: Improve the process of utilizing student work-study efficiency in the work schedule and identify a point of diminishing returns with regard to the quantity of students, work product, and staff Management in the Grounds department.

Stakeholder Analysis Project Stakeholder Analysis Project relationship Communication strategy Impacted by Project Can I nfluence Project Outcome Content/Process Expert Controls Resources Has Decision Authority Meet with Regularly Invite to Meetings Copy of Minutes Speak with informally Responsible for Communication Stakeholder Associate Dean of Students XXXXXX Director of Facilities Management Chief Facilities & Planning Officer XXX Director of Facilities Management XXXXXX Facilities Management Coordinator XXXXX Director of Facilities Management Conference & Events Manager XXXXXXX Director of Facilities Management Student Apartment Resident Director XXXXXX Director of Facilities Management Apartment Residents XXXX Student Representative Student Apartment Assistant Resident Director XXX Student Apartment Resident Director Facility Services Supervisor XXXX Facilities Management Coordinator Maintenance & Operations Supervisor XXXX Facilities Management Coordinator

Business Case The process under review is the identification and coordination of maintenance in the student apartments. The aim of this process is to improve the maintenance of the student apartments, a high-use facility, with as little interruption as possible to the housing of students and summer employees. Over time, maintenance has been provided with less vacancy time and opportunity to perform apartment maintenance during the transition between summer and academic seasons. Though discussions have taken place in an attempt to identify a solution, stakeholders have been unable to identify process improvements and facility conditions continue to worsen. In the past few years, the student apartments have developed a reputation of being run- down and neglected, and in the words of one parent, “they do not represent the quality we have come to expect from the college.”

Problem Statement Complaints about the condition of individual apartments have increased from 6% in the fall of 2011 to 25% in the fall of It is also believed that the problem is more systemic and there are more complaints about more apartments which have not been formally communicated. The student apartments were built approximately 25 years ago using low-quality construction practices (e.g. 24” on center framing) and are relied upon heavily for year- round housing. The consequences of not having an effectual maintenance process for the student apartments are: Increasingly poor service to customers as the facility continues to deteriorate. Growing potential for health, safety and liability issues. Damage to college reputation Potential impact on student retention.

Goal Statement Reduce the number of complaints regarding the facility condition of the student apartments and improve the maintenance of their condition by identifying process improvement opportunities by November 25 th that address the processes outlined in the project scope. Collect data to identify the extent of the defects among all apartments and trends in the voice of the customer and to assess the following processes for improvement opportunities: How defects are found and reported throughout the year. How repairs are scheduled and carried out to address defects throughout the year. How occupants are held accountable for damages during seasonal changeovers. Project Objective & Scope

Project Deliverables Documented process on how defects are found and reported. Training identified for stakeholders, if needed, to support process improvements. Documented process on how repairs are scheduled and carried out to address defects. Documented process on how occupants are held accountable for damages during seasonal changeovers. All related student and staff manuals updated with process improvements identified.

Project Schedule Customer Dissatisfaction with Student Apartment Conditions Start Date Project Schedule 9/6/2013 Task Week Milestones Define 10/2/13 Champion/Define Presentation Measure 10/23/13 Measure Presentation Analyze 11/13/13 Analyze Presentation Improve Control 12/4/13 Improve/Control Presentation

SIPOC Analysis SIPOC SuppliersInputsPROCESSOutputsCustomers Residents/Staff Maintenance Defect Identification Receive Maintenance Requests Maitnenance Defect Repaired Residents Conference ServicesPlanned Occupancy/Vacancy Conference Services Verify Occupancy/Vacancy Student DevelopmentPlanned Occupancy/Vacancy Student Development Verify Resources Available Facilities ManagementDesignated Resources Facilities Management Identify Schedule Opportunities/Conflicts Parents of Residents Repair or Defer Maintenance Notify Customer of Status Schedule Deferred Maintenance Complete Deferred Maintenance Notify Customer of Status

Critical To Quality (CTQ) Analysis CustomersCTQKPOVsKPIVs Planned Vacancy/Limited Operational Interruption Campus Housing Needs of summer and academic seasons Residential changeover between business seasons Residents Parents Scheduled Response Time Time Required for maintenance Conference ServicesWell-maintained Facility Maintenance Response Level of importance (life/safety, etc.) Student Development Level of occupant inconvenience Cost of Resources Facilities Management Communication of Maintenance Need Resident / Staff Request Changeover Process Maintenance Staff Inspections

Voice of the Customer SWOT Analysis Strengths Residents feel the apartments are reasonably priced Residents enjoy greater independence and quieter atmosphere Apartments provided at no cost to summer employees, holding down employment costs for the college Weaknesses Poor communication of maintenance needs (all areas) Apartments are always in demand/occupied Further decreased maintenance opportunities due to policy allowing residents to request to remain in the same apartment if staying on campus across business seasons Maintenance Challenge: 25 year-old facilities of low-quality construction Facilities are dirty, broken, and have insect issues. (floors, walls, pests) Communication: slow response to maintenance requests Remote location lends to a sense of being forgotten Weaknesses (Cont’d) Residents lack a sense of ownership Inconsistent expectations and enforcement of those expectations between business seasons Negative impact on college reputation due to poor facility maintenance Opportunities Train residents on maintenance work request system Address maintenance of floors, walls, and pests Change apartment policy to designate maintenance seasons allowing greater maintenance opportunities. Update facilities’ amenities Threats Poor internal communication among stakeholders Poor maintenance coordination/prioritization Apartment facility standards below main campus standards Residents resist the inconvenience caused by maintenance workers’ presence in the apartments. Cost of deferred maintenance

Return on Investment The cost and the degree of repairs is not seen as a large consideration. Both the cost to maintain the facility and the resident’s cost of housing are considered reasonable. Improving the process of Identifying and coordinating maintenance of student apartments will serve to restore trust among the stakeholders and the customers and safeguard the reputation of the college among its customers. The benefit of this project is centered foremost in the resolution of process deficiencies and the restoration of customer trust.