work information center facility services customer service six sigma process update

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•Work Information Center•Facility Services•Customer Service•Six Sigma Process Update

Work Information Center

Goal of the Work Information Center:

The primary mission of the Work Information Center (WIC) is to provide information and support to the faculty and staff of the University concerning facility maintenance, repair and renovations.

Types of Work Generated

Corrective – Work done as part of daily operations.

Preventive Maintenance – Scheduled work orders to prevent equipment breakdown and to extend the life of equipment.

Special Billings – Billable work that is under $1000 (requires BanFin-59)

Projects – Billable work that is over $1000 (requires BanFin-59)

Examples of Special Billings

Power wagons for events Hanging banners Additional housekeeping assistance

for events or after normal working hours

Lock changes requested by department

Department and staff door signs Hanging of items such as

blackboards

BanFin-59

Estimates

Department may request an estimate for work prior to being done

Submit an Estimate Request Form to WIC

Once estimate is complete a BanFin-59 is needed to fund work before beginning

Estimate Request From

Actware1000

Online application that allows users to submit corrective work orders directly to WIC for processing

Actware1000

Account will need to be set up by WIC

Actware online allows you to enter requests and track work orders

Billable work still requires BanFin-59

Contact Us

334-3456 workrequest@uncg.edu Submit emails through Actware1000

online Call in all emergency calls After hours and weekends contact

the Police Department at 334-4444

UNCG Facility Services

Facility Services Goals

The goal of the Facility Services Department is to

provide customer service in a professional manner while maintaining a safe & clean environment for students,

faculty and staff.

Cleaning Tasks and Frequencies

Hours of Operation

5:00am to 1:30pm - Day Shift

4:00pm to 12:30am - Night Shift

Weekends as determined by work request

Routine Services

Restroom maintenance Waste/desk side recycling collection Classroom, Office, Locker Room, Gym, Lab,

Auditorium, Recital Room and Daycare Cleaning Public Area (corridors, lobbies, and entrances) Dusting Vacuuming Floor Care Maintenance

Services

Clean and maintain all Academic, Athletic and Student Union Facilities

Snow and Ice Removal Pest Management Floor Care and Upholstery Special Projects Custodial Contractual Services

Cleaning Frequencies (Daily)

Empty Waste in public areas (corridors, restrooms, classrooms, gyms and conference/meeting rooms.

Clean and restock restrooms/locker rooms. Clean classrooms and blackboards/whiteboards Clean public areas (corridors, lobbies, and

entrances) Clean drinking fountains and elevators. Clean other areas as needed on a daily basis

Cleaning Frequencies (Daily)

Clean labsClean corridors (dust mop and mop)Clean stairwells (sweep and mop)

Clean Daycares

Cleaning Frequencies (Weekly)

Dust ledges, furniture and windowsills in public areas (corridors, restrooms, classrooms, and conference/meeting rooms/etc).

Office Cleaning - detail dusting, vacuuming/dust mopping/wet mopping and waste removal. (Computers/monitors are not cleaned as a rule due to their sensitive nature).

Floor Care

Strip and refinish floors – Tentatively during Fall and Spring Breaks

Gym floors dust mopped daily and auto-scrubbed weekly Corridors dust mopped/spot mopped daily and auto-

scrubbed/burnished weekly. Classrooms, labs, and conference rooms dust

mopped/spot mopped daily, mopped and burnished weekly.

Stairwells swept and spot mopped daily, mopped weekly. Carpet shampooing – Winter Holiday Carpet spot cleaned weekly. Upholstery cleaned as determined by Zone Manager or by

request. Clean vents (in conjunction with the PAC Shop) - Annually

Recycling

Recycling material is collected on alternate days of the week (tentatively). Generally Tuesdays and Thursdays.

The Facility Services Staff collects office recyclable material (paper/plastics) and transports it to a pre-designated point within each building.

Cardboard is collected and disposed of in exterior containers to be recycled.

Facility Services staff is trained annually by the Recycling Department on proper recycling methods and the importance of recycling.

Unused chemicals and other hazardous chemicals are sent to the Office of Safety.

Billable Services

External and internal window washing

Venetian blinds Limited upholstery cleaning In-house furniture moving (moving of

items as large as file cabinets from one area to another within the same facility)

Special events (i.e. Commencement, sporting events)

Emergency Services

Snow/Ice removal

Flood clean-up

Blood borne pathogen clean-up

Snow/Ice Removal

Entrances are given priority in the following manner;1) ADA entrances/exits (ramps)2) Main building entrances/exits3) Secondary and service entrances/exits.

Facility Services Staff clears up to 25 feet of entrance area, or up to the nearest sidewalk/street (whichever is greater) at each building.

Bloodborne Pathogens (BBP) Bloodborne pathogens are microorganisms in the

blood or other body fluids that can cause illness and disease in people. These microorganisms can be transmitted through contact with contaminated blood and body fluids.

When the department receives a call concerning possible BBP, a Zone Manager uses tools specifically to disinfect the exposed area. Once disinfection is completed, the tools are collected and sent to a medical facility for disposal.

Facility Services Staff receives annual training on BBP cleaning.

Pest Management at UNCG

Integrated Pest Management (IPM) at UNCG

Integrated Pest Management (IPM) uses current, comprehensive information on the life cycles of pests and their interaction with the environment.

Goal of IPM

Manage pest damage by the most economical means.

Manage with the least possible hazard to people, property and the environment.

IPM

Cockroaches Rodents

Flies Small Flies

Ants

Bed Bugs Birds

Termites Pest Exclusion

Odor

The IPM at UNCG is managed by Ecolab Provides comprehensive services for the

following pest control issues:

Pest Control Schedule

Each Monday & Thursday Ecolab treats the buildings on campus by zones.

Evening Shift buildings are treated once a month on the first Thursday of the month.

The pest control technician checks the Pest Concern Log Book each Monday and Thursday.

Pest Control Emergencies

Pest concern emergencies consist of issues that involve biting/stinging insects or rodents such as mice.

Ecolab will contact the University within an hour, and has a 24 hour response time.

Additional Information

Cleaning for Health

The UNCG Facility Services approach to Healthy High Performance Cleaning

Cleaning for Health and Safety

The UNCG Facility Services Department cleaning adheres to

guidelines set forth by Green Seal Cleaning Standards (GS-42)

along with Healthy High Performance Cleaning (HHPC)

and Greenguard.

GS-42 DetailsSome of the major components of the requirements set

forth by GS-42 are;

Have a plan for use and quarterly maintenance of powered equipment, and a plan for phasing

out equipment that doesn’t meet the standards criteria

Have a building–specific green cleaning plan in place: communications and feedback,

schedules, specifics on floor maintenance, high traffic areas, vulnerable populations, special

areas, Integrated Pest Management, etc.

Develop and maintain a set of written standard operating procedures to be

available to all cleaning personnel and clients.

Greenguard and HHPC Details

Greenguard is an indoor air quality standard for cleaning systems and products that is based upon allowable chemical emissions criteria .

HHPC is designed to reduce exposure of occupants and maintenance staff to

potentially hazardous chemical, biological, and particulate contaminates which can also adversely affect air quality, building finishes,

building systems, and the environment.

HHPC utilizes chemical concentrates with dilution systems that reduce chemicals

concentrations whenever possible and the use of sustainable cleaning materials and products (ex. microfiber tools and wipes)

Sustainability

For a vast majority of cleaning applications, the department employs the use of Alpha-HP, H202 (hydrogen peroxide) Green Seal certified general purpose cleaner.

Green Seal Certified foaming hand soap is installed in most of the buildings maintained by Facility Operations.

Disinfection

Virex 256 is the disinfectant used by the Facility Services Department. Virex 256 is a

hospital grade disinfectant with a 10 minute kill time.

Disinfection

HBV HIV-1, VRE MRSA H1N1 GRSA MRSE

VISA PRSP Herpes Simplex Types

1&2, Influenza Type A2 Adenovirus Rotavirus and many more.

Virex 256 provides broad spectrum kill of micro-organisms including;

Green Seal does not currently certify disinfectants.

Contractual Services

Becker Weaver (915 Northridge)

Surplus (2900 Oakland Ave)

Facility Services Contact Info

Department Administrator Ada Baldwin, R.E.H.

Contact Info albaldw2@uncg.edu Office: 256-1204 Fax: 256-1166

Zone 1 – Willie Dowd Sr.

Bryan, Stone, Petty, Financial Aid, Office of Safety, Foust, Forney

Contact Info wddowd@uncg.edu Office: 256-1207 Nextel: 442-4369

Zone 1 GUW’s

Leroy Arrington

Charles Tatum

Zone 2 – Joseph Borden

Ferguson, Cone Art, McIver, Aycock, Taylor, Brown, Carmichael, Faculty Center, Alumni House, Studio Arts, Moore Nursing, 320 McIver

Contact Info jaborden@uncg.edu Office: 334-4600 Nextel: 451-4988

Dareck Beasley Zone 2 GUW

Zone 3 - Sherry Stevens, C.E.H.

HHP, Student Recreation, Baseball Stadium, Soccer Stadium, Softball Stadium, Grounds Maint., ACOB*

Contact Info srsteven@uncg.edu Office: 334-3603 Nextel: 215-3263

Zone 3 GUW’s

John RichardsonPaul Bigelow

Zone 4 – Greg Poteat, C.E.H.

Sullivan Science, Eberhart, Curry, HHRA, EUC, Jackson Library, Mossman North Drive Daycare, Carter Daycare

Contact Info jgpoteat@uncg.edu Office: 256-1206 Nextel:382-7444

John Tinnin

Willie Brown Jr.

James Winchester

Zone 4 GUW’s

Zone 5 – John Pearce , C.E.H.(Evening Shift)

New Music, 1100 W. Market, 127 McIver, 119 McIver, Walker Ave. Parking Deck, Print Shop, University Relations, Oakland Ave. Parking Deck, Sink, Campus Supply

Contact Info jjpearce@uncg.edu Office: 256-1231

Zone 5 GUW’s

Ronald StaceyRobert Attaway

Department Support Staff

Timothy Wilkins

Contact Infotwwilkin@uncg.eduNextel: 382-9674

Erick Gardner

Contact Infoetgardne@uncg.eduNextel: 669-2020Office: 334-5997

Thomas Everett, C.E.H

Contact Infotceveret@uncg.eduNextel: 451-5969Office: 256-1208

Questions?

Facilities Operations Remarkable Customer Service

Remarkable Customer Service Implementation Plan

Objective : To establish a procedure to carry out the uniform Facilities Operations customer service program. Includes:

Accessibility and Access Standards Timely Responses Assessment

Conduct RecognitionQuality TrainingResolutionAccountabilityCommunication

Customer Advisory Committee

Committee consisting of campus community faculty, staff and Facilities Operations group .Purpose:

1. Enhance our remarkable customer service program

2. Gain new ideas3. Strengthen customer relations4. Gain feedback on our program

strategy

Employee Recognition Program Purpose: To recognize employees that

strengthen the Facilities Management team through their remarkable contribution and performance . It includes the efforts of both individuals and small teams working toward fulfilling our mission and the mission of the University of North Carolina @Greensboro.

Our Three Values:1.Remarkable Customer Service

2.Safety 3.Collaboration/Teamwork

Assessment

Annual SurveyFocus – Remarkable Customer

ServiceWays of contactResponse timeWork request

completion notification

2010 Results -

Central Intake Update

Judy Smith

Questions???

Thank you for joining us today!Additional information can be found at

the Facilities Operations website.www.uncg.edu/ppo