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DISTRIBUTION: B

NEXT REVIEW DATE: February, 1996

POSITION RESPONSIBLE FOR REVIEW Director, Work Management

PURPOSE: To establish a policy and procedures for performance evaluation through the use of customer surveys.

BACKGROUND: The leadership of Carnegie Mellon University embraces the tenets of Total Quality Management. Among them is the concept of performance measurements, based on customer satisfaction. FMS has initiated several steps that implement this concept, including development of the procedures documented in REFERENCE 1, and establishment of a Service Excellence Advisory Committee with the responsibilities assigned to it by this Policy and in REFERENCE 2. In addition, FMS has continued, in modified form, and has documented here, its existing procedures for obtaining customer comments on maintenance and custodial work order performance

POLICY: It is FMS policy to obtain and report the results of customer evaluations of its performance, wherever appropriate, using methods described in this directive.

PROCEDURES: FMS conducts, evaluates, and reports several different surveys of the levels of customer satisfaction with its services.

1. The Service Excellence Advisory Committee conducts a general survey, every two years, to measure the level of customer satisfaction with overall FMS service to the campus community. The customer base for the general surveys includes statistically significant random samples of faculty, staff, and students. The Committee develops the questionnaire, the distribution plan, the mailing lists, and the data entry process.

2. Work Management performs surveys of customer satisfaction levels on custodial services, on work requests in each of the four service categories of the maintenance program--Unplanned (UP), Daily Service (DS), Preventive Maintenance (PM), and Projects (PR)--and on projects managed by FP&C in each of the three project categories--minor, moderate, and complex. For each project, and for every fiftieth (50th) work request, the requester receives the questionnaire shown in ATTACHMENT 1 periodically, upon completion of the work, or the form prescribed by REFERENCE 1 for various stages of the project.

3. Work Management enters data from returned questionnaires, and performs evaluations of the resulting information. The evaluations display data in graphic formats that identify performance trends.

4. Work Management reports customer survey results to customers, to managers, and to the campus community, in a variety of ways:

4.1. As reports to the responsible foreman, manager, or project manager, and/or to the director of Operations and Utilities or the director of FP&C, of individual survey responses that warrant follow up or commendation.

4.2. As reports at FMS directors' meetings.

4.3. As periodic reports to Facilities Coordinators at their committee meetings.

4.4. As quarterly services bulletin reports of FMS performance.

4.5. As a synopsis of the year’s survey results and analysis in the FMS annual report; the appendices include graphic analysis.

5. The Service Excellence Advisory Committee issues an annual services bulletin indicating results of customer satisfaction level surveys, and reporting any measures FMS is taking in response to those results.

6. The AVP presents current evaluations of FMS customer satisfaction level surveys at each meeting of the FMS Advisory Board.

RESPONSIBILITIES:

1. The Service Excellence Advisory Committee is responsible for overall management of the FMS customer survey program.

2. Work Management is responsible for the survey programs indicated in the procedures.

REFERENCES:

1. Project Management Manual

2. FMS Directive No. 121, Service Excellence Advisory Committee

CANCELLATION(S): None

SIGNATURE:

ATTACHMENT:

1. Work Order/Custodial Service Performance Survey