PPFM – Facilities Management

Category	Objectives	Measurements
Customer	Meet Customer Needs and Expectations	% Satisfied # of Redo Calls for Service
Customer	Keep Our Customers Informed	% of Scheduled Strategic Contacts
Customer	Reduce Response Time from Customer Contact Until Work is Complete	Time to Complete Routine SR
Financial	Minimize Risk to the University	Reported Injury Rate Lost Workdays per 100 FTE
Financial	Avoid Unnecessary Waste Disposal Costs	Solid Waste Disposal Tonnage Reduction
Financial	Set Reasonable Time Standards for Job Completion and Meet or Beat These Standards	Avg % Variance of Actual to Estimated Costs
Internal Business Process	Improve Turnaround Time for Billing	Cycle Time to Close Routine SR
Internal Business Process	Increase Productivity	Productive Time/Total Available Time
Internal Business Process	Increase Proactive Activities of the Department	Proactive Hour %
Employee & Organizational Capacity	Attract, Retain, and Enable a Highly Skilled and Diverse Workforce	Training & Development Hours per Employee Retention % of Training Scheduled
Employee & Organizational Capacity	Increase Employee Satisfaction	% Satisfied Voluntary Absences

Quality Improvement