1. Communication Goals Metric Mapping – Facilities Service Request for Cost Estimate Customer Submits FSR for cost Estimate to Facilities Business Analyst assigns number and forwards to Dept. Mgr. Dept. Mgr assigns Project Manager and Reviewing Reps on Routing Sheet. Attachment #1 Project Manager conducts Project Kick-Off Meeting with Review Reps. Routing Sheet and/ or Meeting Sheet is signed and indicates involvement of Reviewing Reps. Attachment #3/#4 Project Manager returns FSR with Completed Estimate, Routing Sheet And/or Meeting Sheet to Business Analyst Attachment #3, #4 Business Analyst returns FSR and Estimate to Requestor 010904 Prepared by LeAnn Scharbach Business Analyst transfers information from the Routing and Meeting Sheet onto Communication Goal Metric Spreadsheet Attachment #3/#4/#5 Business Analyst transfers the information from the Routing Sheet onto the Communication Goals Metric Spreadsheet Attachment #2

2. Communication Goals Metric Mapping Facilities Service Request for Cost Estimate 1. Requestor submits Facilities Service Request for cost estimate to Facilities Operations Construction Services. 2. Facilities Operation Business Analyst assigns an FSR Number, attaches a Facilities Operations Communication Goal Routing Sheet and forwards to Department Manager to assign a Project Manager and which reviewing reps should be involved with the project (Attachment #1) 3. Business Analyst transfers information from the Routing Sheet onto the Communication Goals Metric Spreadsheet (Attachment #2) 4. Project Manager conducts Project Kick-Off Meeting with reviewing reps to discuss the work requested. Reviewing Reps sign the Routing Sheet and/or Meeting Sheet and request involvement or no involvement (Attachment #3 #4) 5. Project Manager returns completed FSR with estimate, signed Routing Sheet and Meeting Sheet (Attachment #3, #4) 6. Business Analyst returns FSR and Estimate to the Requestor. 7. Business Analyst transfers information from Routing and Meeting Sheets onto the Communication Goals Metric Spreadsheet (Attachment #3, #4, #5) 010904 Prepared by LeAnn Scharbach

3. Attachment #1 Routing Sheet Estimate

4. Facilities Project/SWAT/Maintenance Review Goal – Month 2003 Attachment #2 Meeting Sheet Estimate

5. Attachment #3 Signed Routing Sheet Estimate

6. PM: Joe SmithFacilities Service Request #: 02050 Attachment #4 Meeting Sheet Estimate

7. Facilities Project/SWAT/Maintenance Review Goal – Month 2003 Attachment #5 Goal Metric Spreadsheet Estimate

8. Communication Goals Metric Mapping – Facilities Service Request for Project Customer returns FSR authorizing work requested to Facilities Business Analyst attaches Routing Sheet and Meeting Sheet to FSR and forwards to Project Manager Attachment #1, #2 Project Manager conducts meetings with Customers and Reviewing Reps. Project Manager completes work requested and returns the FSR, completed Routing Sheet, Meeting Sheets to Business Analyst Attachment #1, #4 Business Analyst transfers data from the Routing Sheet and Meeting Sheets onto the Goal Metric Spreadsheet Attachment #5 Business Analyst compiles monthly data from Communication Goal Metric Spreadsheet and forwards Spreadsheet, Monthly Review Goal and Bar Graph to Facilities Operations Construction Services Manager Attachment #5, #6, #7 010904 Prepared by LeAnn Scharbach Business Analyst transfers the Information from the Routing Sheet onto the Communication Goal Metric Spreadsheet Attachment #3

9. Communication Goals Metric Mapping Facilities Service Request for Project 1.Customer returns Facilities Service Request with signature approval to authorize the work requested to Facilities Operations Construction Services. 2.Facilities Operations Business Analyst attaches the completed Facilities Operations Communication Goal Routing Sheet and Meeting Sheet to FSR and forwards to the Project Manager (Attachment #1, #2) 3.Business Analyst transfers information from the Routing Sheet onto the Communication Goals Metric Spreadsheet (Attachment #3) 4.Project Manager conducts meetings with Customers and Reviewing Reps with regards to the scope of work. 5.Project Manager completes the work requested and returns the FSR, signed Routing Sheet, and Meeting Sheets to Business Analyst (Attachment #1, #4) 6.Business Analyst transfers the data from the Routing Sheet and Meeting Sheets onto the Facilities Projects/SWAT/Maintenance Review Goal Metric Spreadsheet (Attachments #1, #2, #5) 7.Business Analyst compiles monthly data from the completed Facilities Projects/SWAT/Maintenance Review Goal Metric Spreadsheet and forwards data Monthly Review Goal Overview and Bar Graph to Facilities Operations Construction Services Manager (Attachment #5, #6. #7) 010904 Prepared by LeAnn Scharbach

10. Attachment #1 Routing Sheet Project

11. PM: Joe SmithFacilities Service Request #: 02050 Attachment #2 Meeting Sheet Project

12. Facilities Project/SWAT/Maintenance Review Goal – Month 2003 Attachment #3 Metric Spreadsheet Project

13. PM: Joe SmithFacilities Service Request #: 02050 Attachment #4 Meeting Sheet Project

14. Facilities Project/SWAT/Maintenance Review Goal – Month 2003 Attachment #5 Metric Spreadsheet Project

15. Attachment #6 Monthly Review Goal Project

16. Annual Communication Metric – 2003 ( Includes Estimates and Projects ) Jan 03 Feb 03 100 200 300 400 500 600 700 Total # of Opportunities – 597 # of Opportunities Made - 506 # of Missed Opportunities - 91 # of No Shows - 13 Attachment #7 Bar Graph Project