DISTRIBUTION:
BNEXT REVIEW DATE: June, 1996
POSITION RESPONSIBLE FOR REVIEW: Assistant Vice President
PURPOSE: To establish a policy and procedure for a Service Excellence Advisory Committee to evaluate current levels of customer service; report results to the FMS team; and make recommendations for new and/or revised operational procedures to the FMS team.
BACKGROUND: The Service Excellence Program is a new program in FMS. The overall goal of the program is to build upon and enhance the quality of services provided to the university by all levels of employees. Specific goals set are to:
1. Develop new procedures to enhance current service.
2. Increase coordination and understanding within FMS.
3. Increase responsiveness to FMS customers.
Since 1993, FMS has conducted meetings and goal setting sessions with the directors, formed quality teams to study and make recommendations on complex topics, and begun training the affected employees in the new procedures developed from their work. Many suggestions for ways to improve communication and coordination, and suggestions for new or revised procedures to improve service delivery have been implemented.
POLICY: FMS appoints a Service Excellence Advisory Committee as a permanent avenue for staff members to evaluate customer service through current data and to gather additional data on service delivery. All areas of FMS are represented on the committee.
PROCEDURES:
1. The AVP appoints a chairperson and members of the committee from nominations by the directors:
1.1. Directors nominate representatives from their respective areas as follows:
Operations & Utilities 4 representatives
Facilities Planning and Construction 2 representatives
Environmental Health & Safety 1 representative
Work Management 1 representative
Business Operations 1 representative
1.2. An additional member will include a representative external to Facilities Management appointed by the Assistant Vice President from nominations submitted by the Facilities Management Advisory Board.
2. Members serve two-year terms, with a combination of two-year and three-year initial appointments to ensure staggered membership rotation. A member may serve more than one term. The term of appointment for the chair is indefinite.
3. To provide a broad base for input, representatives may form standing committees to evaluate services in their areas.
4. The committee evaluates external service delivery and customer satisfaction using verbal surveys, and using data gathered in ongoing written surveys, and may gather additional data through formalized questionnaires developed by the committee and by outside consultants if desired. The committee reports evaluation results to the AVP and the directors in conjunction with recommendations for new or revised procedures to improve external service delivery in their areas.
5. The committee studies internal services and recommends improvements to directors. The committee may recommend assignment of complex topics to task forces, who report their recommendations to the committee. Recommended actions may be to design new operating or communication policies and procedures, or to modify existing procedures.
6. The committee has no administrative authority. Its responsibility is to act in an advisory capacity to the AVP, directors and senior managers.
7. The chair will meet at least quarterly with the AVP and the directors to apprise them of the committee's current projects and emerging recommendations.
RESPONSIBILITIES:
1. Directors nominate, to the AVP, candidates to replace current members whose terms will expire. The AVP then appoints replacements from the nomination list.
2. Managers and supervisors are responsible for adjusting work schedules, when possible, to allow members to attend meetings and to perform committee work assignments.
3. The committee chairperson is responsible for directing the activities of the committee in accordance with the established policies and procedures stated above.
4. Committee members are responsible for attending meetings and for evaluating service delivery.
REFERENCE(S): None
CANCELLATION(S): None
SIGNATURE:
Ronald D. Carter
Assistant Vice President
ATTACHMENT(S): None