Work Information Center Facility Services Customer Service Six Sigma Process Update

Goal of the Work Information Center: The primary mission of the Work Information Center (WIC) is to provide information and support to the faculty and staff of the University concerning facility maintenance, repair and renovations.

 Corrective – Work done as part of daily operations.  Preventive Maintenance – Scheduled work orders to prevent equipment breakdown and to extend the life of equipment.  Special Billings – Billable work that is under $1000 (requires BanFin-59)  Projects – Billable work that is over $1000 (requires BanFin-59)

 Power wagons for events  Hanging banners  Additional housekeeping assistance for events or after normal working hours  Lock changes requested by department  Department and staff door signs  Hanging of items such as blackboards

 Department may request an estimate for work prior to being done  Submit an Estimate Request Form to WIC  Once estimate is complete a BanFin-59 is needed to fund work before beginning

Online application that allows users to submit corrective work orders directly to WIC for processing

 Account will need to be set up by WIC  Actware online allows you to enter requests and track work orders  Billable work still requires BanFin-59

   Submit s through Actware1000 online  Call in all emergency calls  After hours and weekends contact the Police Department at

The goal of the Facility Services Department is to provide customer service in a professional manner while maintaining a safe & clean environment for students, faculty and staff.

 5:00am to 1:30pm - Day Shift  4:00pm to 12:30am - Night Shift  Weekends as determined by work request

 Restroom maintenance  Waste/desk side recycling collection  Classroom, Office, Locker Room, Gym, Lab, Auditorium, Recital Room and Daycare Cleaning  Public Area (corridors, lobbies, and entrances)  Dusting  Vacuuming  Floor Care Maintenance

 Clean and maintain all Academic, Athletic and Student Union Facilities  Snow and Ice Removal  Pest Management  Floor Care and Upholstery  Special Projects  Custodial Contractual Services

 Empty Waste in public areas (corridors, restrooms, classrooms, gyms and conference/meeting rooms.  Clean and restock restrooms/locker rooms.  Clean classrooms and blackboards/whiteboards  Clean public areas (corridors, lobbies, and entrances)  Clean drinking fountains and elevators.  Clean other areas as needed on a daily basis

Clean labs Clean corridors (dust mop and mop) Clean stairwells (sweep and mop) Clean Daycares

 Dust ledges, furniture and windowsills in public areas (corridors, restrooms, classrooms, and conference/meeting rooms/etc).  Office Cleaning - detail dusting, vacuuming/dust mopping/wet mopping and waste removal. (Computers/monitors are not cleaned as a rule due to their sensitive nature).

 Strip and refinish floors – Tentatively during Fall and Spring Breaks  Gym floors dust mopped daily and auto-scrubbed weekly  Corridors dust mopped/spot mopped daily and auto- scrubbed/burnished weekly.  Classrooms, labs, and conference rooms dust mopped/spot mopped daily, mopped and burnished weekly.  Stairwells swept and spot mopped daily, mopped weekly.  Carpet shampooing – Winter Holiday  Carpet spot cleaned weekly.  Upholstery cleaned as determined by Zone Manager or by request.  Clean vents (in conjunction with the PAC Shop) - Annually

 Recycling material is collected on alternate days of the week (tentatively). Generally Tuesdays and Thursdays.  The Facility Services Staff collects office recyclable material (paper/plastics) and transports it to a pre- designated point within each building.  Cardboard is collected and disposed of in exterior containers to be recycled.  Facility Services staff is trained annually by the Recycling Department on proper recycling methods and the importance of recycling.  Unused chemicals and other hazardous chemicals are sent to the Office of Safety.

 External and internal window washing  Venetian blinds  Limited upholstery cleaning  In-house furniture moving (moving of items as large as file cabinets from one area to another within the same facility)  Special events (i.e. Commencement, sporting events)

 Snow/Ice removal  Flood clean-up  Blood borne pathogen clean-up

 Entrances are given priority in the following manner; 1) ADA entrances/exits (ramps) 2) Main building entrances/exits 3) Secondary and service entrances/exits.  Facility Services Staff clears up to 25 feet of entrance area, or up to the nearest sidewalk/street (whichever is greater) at each building.

 Bloodborne pathogens are microorganisms in the blood or other body fluids that can cause illness and disease in people. These microorganisms can be transmitted through contact with contaminated blood and body fluids.  When the department receives a call concerning possible BBP, a Zone Manager uses tools specifically to disinfect the exposed area. Once disinfection is completed, the tools are collected and sent to a medical facility for disposal.  Facility Services Staff receives annual training on BBP cleaning.

 Integrated Pest Management (IPM) uses current, comprehensive information on the life cycles of pests and their interaction with the environment.

 Manage pest damage by the most economical means.  Manage with the least possible hazard to people, property and the environment.

 Cockroaches  Rodents  Flies  Small Flies  Ants  Bed Bugs  Birds  Termites  Pest Exclusion  Odor The IPM at UNCG is managed by Ecolab Provides comprehensive services for the following pest control issues:

 Each Monday & Thursday Ecolab treats the buildings on campus by zones.  Evening Shift buildings are treated once a month on the first Thursday of the month.  The pest control technician checks the Pest Concern Log Book each Monday and Thursday.

 Pest concern emergencies consist of issues that involve biting/stinging insects or rodents such as mice.  Ecolab will contact the University within an hour, and has a 24 hour response time.

The UNCG Facility Services approach to Healthy High Performance Cleaning

 The UNCG Facility Services Department cleaning adheres to guidelines set forth by Green Seal Cleaning Standards (GS- 42) along with Healthy High Performance Cleaning (HHPC) and Greenguard.

Some of the major components of the requirements set forth by GS-42 are;

 For a vast majority of cleaning applications, the department employs the use of Alpha-HP, H202 (hydrogen peroxide) Green Seal certified general purpose cleaner.  Green Seal Certified foaming hand soap is installed in most of the buildings maintained by Facility Operations.

 Virex 256 is the disinfectant used by the Facility Services Department. Virex 256 is a hospital grade disinfectant with a 10 minute kill time.

 HBV  HIV-1,  VRE  MRSA  H1N1  GRSA  MRSE  VISA  PRSP  Herpes Simplex Types 1&2,  Influenza Type A2  Adenovirus  Rotavirus and many more. Virex 256 provides broad spectrum kill of micro- organisms including; Green Seal does not currently certify disinfectants.

 Becker Weaver (915 Northridge)  Surplus (2900 Oakland Ave)

 Contact Info   Office:  Fax:

 Bryan, Stone, Petty, Financial Aid, Office of Safety, Foust, Forney  Contact Info   Office:  Nextel:  Bryan, Stone, Petty, Financial Aid, Office of Safety, Foust, Forney  Contact Info   Office:  Nextel: Zone 1 GUW’s Leroy ArringtonCharles Tatum

 Ferguson, Cone Art, McIver, Aycock, Taylor, Brown, Carmichael, Faculty Center, Alumni House, Studio Arts, Moore Nursing, 320 McIver  Contact Info   Office:  Nextel:  Ferguson, Cone Art, McIver, Aycock, Taylor, Brown, Carmichael, Faculty Center, Alumni House, Studio Arts, Moore Nursing, 320 McIver  Contact Info   Office:  Nextel: Dareck Beasley Zone 2 GUW

 HHP, Student Recreation, Baseball Stadium, Soccer Stadium, Softball Stadium, Grounds Maint., ACOB*  Contact Info   Office:  Nextel:  HHP, Student Recreation, Baseball Stadium, Soccer Stadium, Softball Stadium, Grounds Maint., ACOB*  Contact Info   Office:  Nextel: Zone 3 GUW’s John RichardsonPaul Bigelow

 Sullivan Science, Eberhart, Curry, HHRA, EUC, Jackson Library, Mossman North Drive Daycare, Carter Daycare  Contact Info   Office:  Nextel:  Sullivan Science, Eberhart, Curry, HHRA, EUC, Jackson Library, Mossman North Drive Daycare, Carter Daycare  Contact Info   Office:  Nextel: John Tinnin Willie Brown Jr. James Winchester Zone 4 GUW’s

 New Music, 1100 W. Market, 127 McIver, 119 McIver, Walker Ave. Parking Deck, Print Shop, University Relations, Oakland Ave. Parking Deck, Sink, Campus Supply  Contact Info   Office:  New Music, 1100 W. Market, 127 McIver, 119 McIver, Walker Ave. Parking Deck, Print Shop, University Relations, Oakland Ave. Parking Deck, Sink, Campus Supply  Contact Info   Office: Zone 5 GUW’s Ronald StaceyRobert Attaway

Timothy Wilkins Contact Info Nextel: Erick Gardner Contact Info Nextel: Office: Thomas Everett, C.E.H Contact Info Nextel: Office:

Remarkable Customer Service

 Objective : To establish a procedure to carry out the uniform Facilities Operations customer service program. Includes: Accessibility and Access Standards Timely ResponsesAssessment ConductRecognition QualityTraining Resolution Accountability Communication

 Committee consisting of campus community faculty, staff and Facilities Operations group. Purpose: 1. Enhance our remarkable customer service program 2. Gain new ideas 3. Strengthen customer relations 4. Gain feedback on our program strategy

 Purpose: To recognize employees that strengthen the Facilities Management team through their remarkable contribution and performance. It includes the efforts of both individuals and small teams working toward fulfilling our mission and the mission of the University of North  Our Three Values: 1.Remarkable Customer Service 2.Safety 3.Collaboration/Teamwork

 Annual Survey Focus – Remarkable Customer Service Ways of contact Response time Work request completion notification 2010 Results -

Judy Smith

Questions??? Thank you for joining us today! Additional information can be found at the Facilities Operations website.