ASMs/DFO Summary Results

Controllers 07/08 Intended Action Items

• Work with Quality Improvement staff to create 2 process improvement teams (FIX team – 1 Travel; 1- Vendors) to review current processes and statistics and identify possible process improvements. This process will be completed in 2 phases and will include Accounts Payable team members, Controller, Quality Improvement personnel and customers (ASM’s). An implementation timeline would also be created.
• Collection of data measures and statistics for use in the FIX teams.
• Recruitment of Travel supervisor and one additional staff member.

Facilities Management 07/08 Intended Action Items

HVAC

• A detailed analysis was done for year 2006 to determine which facilities generated most of the HVAC complaints. It was found that the majority of complaints were from buildings where construction activities impaired HVAC service delivery. A detailed analysis will be done for survey year 2007 in order to determine if there continues to be a causal relationship between construction activities and service delivery failure, or if improvements recently completed help to increase customer satisfaction.
• Enhance communication efforts with the campus community in regards to what services are to be expected, state regulations for heating and cooling, and suggestions for making the environment more comfortable.
• Renew effort between the Engineering and Customer Service Center staff to provide feedback directly to customers who have concerns regarding HVAC comfort.
• Continue the highest level of maintenance possible (within funding) to mechanical systems to assure reliable operations.

Exterior Lighting

• Exterior lighting projects have been completed and improvements have been made. Projects are ongoing to continue to improve the exterior lighting. Prompt replacement of non-functioning lights is a high priority of the departments.

Custodial Services

• The customers continue to ask for increased frequencies of service in restrooms, classrooms, and in some cases, offices (Faculty). We are continuously working on improving scheduling effectiveness. Regularly evaluate new tools and equipment to determine the most beneficial cleaning approach. Continue to purchase equipment and modify processes and procedures that further enhance productivity of custodial services.

Financial Management Information Systems 07/08 Intended Action Items

• Work with Quality Improvement staff to arrange a focus group of ASM’s to obtain additional details.
• Quality improvement staff to obtain additional details from ASM’s independently.
• FMIS team to identify and implement process improvements to address issues identified by ASM’s.

Mail 07/08 Intended Action Items

• For accuracy of mail charges: educate campus on how charges are applied to accounts for mail pieces (workshops or one-to-one as needed).
• For accuracy of mail delivery: provide informative flyers and meetings to inform campus of mail delivery procedures; encourage campus community to let mailroom know when there are inaccuracies; a method for soliciting feedback will be considered

Purchasing 07/08 Intended Action Items

Purchasing’s high priority Opportunities for Improvement relate to training and perception and will be addressed by the combined action items.

• In addition to the current Purchasing Workshop, provide an annual in-depth training on policies and procedures. Survey the ASM/DFOs for their training wish list
• Provide a web-based FAQs on Purchasing and the Procurement Card which would address specific issues such as, “Why does Purchasing Change My Vendor” and “When to Use the P-Card”.
• Create on-line, interactive training manuals for Requisition Entry, Purchase Create, and the Requisition and PO Approval Process.
• Increase buyer awareness of particular needs of end-users.