What would you improve about Custodial Services?

Transcription

1 How to Improve Custodial Operations What is the winning hand? Lynne Finn South Dakota State University Facilities and Services Discussion What would you improve about Custodial Services? Discussion Of the list of potential improvements, what will be the most difficult? 1

2 Why are the improvements needed? Discussion The First card. Non emotional approach and decision making Objective assessment Impact of department legends Move to mission critical operation No fear The Cheesy Answer Long term improvements might mean near term disasters. 2

3 The First card. Alignment and linkage to university mission The First card. Alignment and linkage to university mission Mission critical Custodial Services must move from just an EXPENSE or BUDGET ITEM to a MISSION CRITICAL FUNCTION 3

4 Discussion Why is the custodial operation one of the most important FM activities to get right? MISSION CRITICAL Comprises large % of total operational $$ The meaning of the word custodian Extends facilities useful life Identifies building maintenance problems Creates safe environment Impacts customer satisfaction Ensures success of programs Influences campus life on a daily basis Second Card.. Systems Transforming custodial operations into a precision machine. 4

5 The Cheesy Answer Buy the Book! Evaluate buildings cleaning needs Assess and document appearance levels Systems Gather and process building data Restrooms and fixtures Matting Light fixtures Furniture Floor surfaces Wall surfaces Systems 5

6 Systems Inventory dispensers chemicals equipment tools custodial space and storage Systems Gather and process people data FTEs Organization of employees Job descriptions Work schedules and shifts Non-productive time accounting Document non-cleaning tasks The Third card. Accountable Talent Who is accountable? Building and Maintaining the System Orientation Training Communicating Customer Service Quality Assurance Planning 6

7 Accountable Talent Morals and Morale you can t have productivity enhancements if you don t have morality enhancements. David Gonzales University of California Santa Barbara Relationships The Customer Connection Satisfaction with existing services Seek out expectations Goal alignment Educate and inform Action plan 7

8 Relationships Decision Makers High profile customers How much do they know about custodial? What are their priorities? Do they understand service levels? Alliances with Peers Construction Planning Events Maintenance Relationships Relationships Staff Relations Your staff will determine the success of the operation. This is true regardless of structure or delivery method Communication methods 8

9 The Fifth card.. Agility Adaptability New buildings New finishes New equipment Service delivery Changes in the work force Customer changes True or False? Discussion Training is about changing behavior. If everyone were doing things exactly as they should, there would be no need for change. Agility Streamlining and Efficiencies Benchmarking 9

10 The Cheesy Answer Improvement is not a Destination. It is a Journey. The Sixth card (the Turn). A Proactive Approach Strategic Planning and Management On going Assessment and Review Intentional and Deliberate A Seat at the Table Last card (The River). Sustainability Reproducible results Safety Training Reduce-Reuse-Repurpose Products-Equipment Surveys Healthy environment Preserving the built as well as the natural environment 10

11 A K Q J 10 A K Q J 10 2 A Odds 1:649,740 2 A J How to Improve Custodial Operations J Systems Accountable Talent Relationships Agility Proactive Approach Sustainability The WINNING HAND Thank you! Lynne Finn South Dakota State University lynne.finn@sdstate.edu 11