Facilities Maintenance Customer Satisfaction Survey

Comparison Between 2005 and 2007 Facilities Maintenance Change Respondents % Satisfied49.4%50.2%+.8% % Neutral39.4%43.0%+ 8.6% % Dissatisfied16.3%6.8%- 9.5%

Facilities Maintenance Change in % Satisfied 1. Understanding Business Needs 2. Explanation of Policies and Procedures 3. Communication of Standards 4. Functional/Technical Expertise 5. Communication of Service Changes 6. Implementation of Service Changes 7. Accessibility of Service or Provider 8. Level of Courtesy 9. Overall Customer Satisfaction

Facilities Maintenance Change in % Neutral 1. Understanding Business Needs 2. Explanation of Policies and Procedures 3. Communication of Standards 4. Functional/Technical Expertise 5. Communication of Service Changes 6. Implementation of Service Changes 7. Accessibility of Service or Provider 8. Level of Courtesy 9. Overall Customer Satisfaction

Facilities Maintenance Change in % Dissatisfied 1. Understanding Business Needs 2. Explanation of Policies and Procedures 3. Communication of Standards 4. Functional/Technical Expertise 5. Communication of Service Changes 6. Implementation of Service Changes 7. Accessibility of Service or Provider 8. Level of Courtesy 9. Overall Customer Satisfaction

Facilities Maintenance Mean Scores 1. Understanding Business Needs 2. Explanation of Policies and Procedures 3. Communication of Standards 4. Functional/Technical Expertise 5. Communication of Service Changes 6. Implementation of Service Changes 7. Accessibility of Service or Provider 8. Level of Courtesy 9. Overall Customer Satisfaction

Most Improved Service Attributes

Steps to Improvement Customer survey results shared with all FM staff Comprehensive FM plan developed Hosted three (3) in-depth customer focus groups led by Deb Nystrom Developed “Customer First” training class Informed FUN customers of FM efforts w/ our staff customer service training initiative Developed mutual empathy/understandings

Customer First! Tailored sessions for the FM audience  Included real U of M specific FM examples Sought trainer w/ audience credibility (former trades experience)  “Job shadowed” Foreman,Trades/MM’s,POCC staff hour sessions, all FM required AD addressed 18 of 20 sessions personally Transfer of developed program to Plant Academy

Communication Expectations

Customer First Pledge I pledge to do my best no matter the circumstance to ensure that the customer is always first by: Remaining professional at all times in my dress, speech and tone Having empathy not apathy Valuing my relationship with the customer Making sure the customer is aware of major progress Respecting the process Speaking positively about my colleagues Taking pride in my work Looking for continuous improvement opportunities Keeping an open mind to constructive criticism Setting and achieving personal goals

Plant Building and Grounds Services Grounds Services Customer Satisfaction Survey

Grounds Services Change in % Satisfied 1. Understanding Business Needs 2. Explanation of Policies and Procedures 3. Communication of Standards 4. Functional/Technical Expertise 5. Communication of Service Changes 6. Implementation of Service Changes 7. Accessibility of Service or Provider 8. Level of Courtesy 9. Overall Customer Satisfaction

Grounds Services Change in % Neutral 1. Understanding Business Needs 2. Explanation of Policies and Procedures 3. Communication of Standards 4. Functional/Technical Expertise 5. Communication of Service Changes 6. Implementation of Service Changes 7. Accessibility of Service or Provider 8. Level of Courtesy 9. Overall Customer Satisfaction

Grounds Services Change in % Dissatisfied 1. Understanding Business Needs 2. Explanation of Policies and Procedures 3. Communication of Standards 4. Functional/Technical Expertise 5. Communication of Service Changes 6. Implementation of Service Changes 7. Accessibility of Service or Provider 8. Level of Courtesy 9. Overall Customer Satisfaction

Grounds Services Mean Scores 1. Understanding Business Needs 2. Explanation of Policies and Procedures 3. Communication of Standards 4. Functional/Technical Expertise 5. Communication of Service Changes 6. Implementation of Service Changes 7. Accessibility of Service or Provider 8. Level of Courtesy 9. Overall Customer Satisfaction

Customer Initiatives from 2005 Expand service level agreements Communicate the Grounds work plan Combine all general maintenance crews under one manager. Expand stakeholder meetings with front line staff Leverage technology to communicate standards and service levels.

Customer Initiatives from 2005 Non General Fund Expand service level agreements  Mutually agreed upon standards  Not to exceed price for service  Regular reporting  Timely explanation of variances between estimates and actuals

Customer Initiatives from 2005 General Fund Communicate the Grounds work plan  Available on the Grounds Services website  All staff trained on plan  Educate FM through IFM classes What it does  Identifies priorities and standard service levels  Tracks actual vs. estimated labor and costs for any given task

Customer Initiatives from 2005 All Customers Combine all general maintenance crews under one manager.  Part of continuing effort to flatten organization What this does  Reduction of overhead/billing rates  Add more front line staff  Increased efficiencies, shared equipment, improved coordination

Customer Initiatives from 2005 All Customers Expand stakeholder meetings with front line staff  Creation of working lead positions  First point of contact with customers/facility managers  Can communicate work plan components  Receive regular reports  Flexibility, accountability, empowerment

Customer Initiatives from 2005 All Customers Leverage technology to communicate standards and service levels.  Grounds work plan on website  Crews receive electronic reports on performance  Customers receive same reports as requested

Thank you. Questions?