|
|
 |
|
Performance Based Evaluation System/Future Workforce
Motivated, trained and informed people will be key to FM’s success. To help our people succeed we need to set clear expectations so they know what their jobs are, train them for success and then all of us will be held accountable. FM will hire an HR consultant to create a PBES. It will be used to train employees and supervisors, map out expectations/goals and structure feedback/training opportunities. In a parallel process, HR will prepare and hire the future workforce both from within and outside the university. This requires:
- Establishing PBES ~ Sep. – Oct. 2006
- Reviewing position descriptions for the new organization ~ Nov. 2006
- Classifying new positions and creating staffing plan ~ Dec. 2006
- Posting and hiring positions ~ Feb. – Apr. 2007
- Training staff and supervisors on PBES ~ May – June 2007
|
 |
|
Process Review
FM will continue to examine and improve our processes. Our initial focus will be on the work order process. We will examine how information is captured, how customers access information, where in Compass it is modified, how to close the customer feedback loop and determine the best way to link work order information with both KPI’s and the PBES. Moving forward involves:
- Hiring external consultant ~ Aug. 2006
- Mapping/improving existing work order process ~ Sep. – Dec. 2006
- Modifying process ~ Jan. – Jun. 2007
|
|
|
Service Level Agreements (SLA's) and Key Performance Indicators (KPI's)
SLA’s serve as a communication tool and help set expectations between customers and FM. They will also be used by FM to define relationships within our units and with other university partners (e.g. Capital Planning, Public Safety,). KPI’s will be used to help measure these expectations and hold us accountable for the results. Establishing SLA’s and KPI’s involves:
- Developing a generic SLA format ~ Aug. – Sep. 2006
- Documenting current premium services and price structure ~ Sep. – Nov. 2006
- Creating SLA’s for internal FM Unites and U service partners ~ Nov. – Dec. 2006
- Building KPI’s based on balanced scorecard format for FM,
Units and positions ~ Nov. – Dec. 2006
- Develop measures and reports ~ Nov. – Dec. 2006
- Refine and test reports ~ Feb. – Mar. 2007
|
|
|
Service Delivery Model
In order to better serve our customers FM’s new organization will feature district based, cross-functional teams. As a matrix organization, these teams will be supported by Central Service, Business Support and Utilities groups. Creating this structure involves:
- Defining service catalog and service levels for FM and subgroups ~ Sep. 2006
- Creating expectation based on balanced scorecard, building responsibility map, developing initial FM strategies ~ Sep. – Nov. 2006
- Creating new position descriptions (knowledge, skills and abilities) ~ Oct. – Nov 2006
- Developing operational needs (e.g. space, equipment, etc) ~ Dec. 2006 – Apr. 2007
- Operating new organization structure ~ July 1, 2007
|
|
|
