INSTITUTIONAL EFFECTIVENESS by keara

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									INSTITUTIONAL EFFECTIVENESS ASSESSMENT PLAN - DEPARTMENT / UNIT
Department/Unit: Building Services College/Division: Facilities Management Services Division Date: May 21, 2004 Mission Statement: (purpose and functional responsibilities of the department)
The mission of Building Services is to ensure a clean and healthy environment throughout the campus; to develop and maintain a pleasing exterior environment; and to relocate furniture and equipment within and among campus facilities and provide “set-ups” for campus events.

Intended Outcome # 1:

The University community enjoys clean buildings.

Effectiveness Indicators: (What factors/variables/elements will you be measuring to gauge your success
at reaching your intended outcome?)
1. Number of service requests for routine cleaning. 2. Number of complaint calls. 3. In-house quality assurance inspections.

Success Criteria: (For each indicator described above, what minimum score, value or result will signal
success? What score, value or result will signal a need for improvement? What score, value or result will signal a need for immediate intervention?)
1. Weekly average of less than 1 per day. 2. Zero. 3. Less than 3.5/5.0 and more than 3 below 3 scores on the inspection form.

Data Collection and Analysis Procedures: (How, when, and by whom will data be collected? How will
it be analyzed? What will be the product of the analysis?)
1 & 2. Calls to FMSD Customer Communication Center and directly to Building Services. 3. Inspections completed monthly by supervisors and bi-annually by Training Coordinator.

Utilization of Results: (How will results of the analysis be used in planning, decision making, and
continuous improvement? What type of actions will be taken based on the analysis results?)
Personnel utilization, training, equipment purchases, cleaning schedule will be modified as required.

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Department/Unit: Building Services

Date: May 21, 2004

Intended Outcome # 2:

Customers enjoy a clean, colorful, and inviting landscape.

Effectiveness Indicators: (What factors/variables/elements will you be measuring to gauge your success
at reaching your intended outcome?)
1. Amount of blooming flowers and foliage on campus. 2. The height of tree branches and limbs. 3. The variety of color in flowers. 4. How often the trash receptacles are overflowing. 5. The condition of grass.

Success Criteria: (For each indicator described above, what minimum score, value or result will signal
success? What score, value or result will signal a need for improvement? What score, value or result will signal a need for immediate intervention?)
1. 75% of the flower beds are planted by the end of the first week in May 2. 100% of tree branches and limbs are at least seven feet off the ground

3. There are at least five colors of flowers across campus during each season according to the planting guide
4. Trash receptacles are checked at least 4 times a day and emptied at least twice a day 5. 90% of grassy areas are in full compliance with university standards (color, height, fullness, weeds, etc.)

Data Collection and Analysis Procedures: (How, when, and by whom will data be collected? How will
it be analyzed? What will be the product of the analysis?)
1. 2. 3. 4. Daily observations by the unit head using checklist. Information captured one week each semester Number of cases of trash bags used every year is recorded and compared to sampling results Percentage of flowering plants / foliage used for replanting will be calculated based on the number originally planted; information analyzed to determine why replanting is needed Results are summarized in a report on a seasonal basis

Utilization of Results: (How will results of the analysis be used in planning, decision making, and
continuous improvement? What type of actions will be taken based on the analysis results?)
1. Determine when to clear flower beds and type of plants to use in each area. 2. Determine the size, color, placement and functionality of trash receptacles; frequency of checking and emptying 3. What training is needed, types of equipment, equipment maintenance schedules, the plant suppliers, and the planting cycle.

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Department/Unit: Building Services

Date: May 21, 2004

Intended Outcome # 3:

Customers experience timely, intact moves.

Effectiveness Indicators: (What factors/variables/elements will you be measuring to gauge your success
at reaching your intended outcome?)
1. 2. 3. 4. 5. Number of moves performed as requested. Number of moves performed in a year. Number of damages/losses during a move. Amount of indemnity filed for loses. Amount of lead time for each requested move.

Success Criteria: (For each indicator described above, what minimum score, value or result will signal
success? What score, value or result will signal a need for improvement? What score, value or result will signal a need for immediate intervention?)
1. 90% of moves performed when the customer wants. 2. Zero damage claims – 2 or more would signal intervention.

Data Collection and Analysis Procedures: (How, when, and by whom will data be collected? How will
it be analyzed? What will be the product of the analysis?)
1. Track number of move using request forms. 2. Track claims based on moves performed. 3. Customer Communication Center and unit head will collect data.

Utilization of Results: (How will results of the analysis be used in planning, decision making, and
continuous improvement? What type of actions will be taken based on the analysis results?)
Personnel utilization, training, and equipment purchases will be modified as required.

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Department/Unit: Building Services

Date: May 21, 2004

Intended Outcome # 4:

The University community benefits from reduced solid waste disposal.

Effectiveness Indicators: (What factors/variables/elements will you be measuring to gauge your success
at reaching your intended outcome?)
1. Amount of solid waste hauled to landfill. 2. Number and size of dumpsters on campus. 3. Amount of recycling material collected on campus.

Success Criteria: (For each indicator described above, what minimum score, value or result will signal
success? What score, value or result will signal a need for improvement? What score, value or result will signal a need for immediate intervention?)
1. Reduce current level by 10 percent in one year. 2. Reduce the size of current containers after one year, reduce the number of containers in subsequent years. 3. Any increase over current levels will be improving Intervention will be constant for every indicator.

Data Collection and Analysis Procedures: (How, when, and by whom will data be collected? How will
it be analyzed? What will be the product of the analysis?)
Collected in collaboration with the solid waste and recycling contractor on a weekly basis. Establish a trend analysis to see if the indicator are heading towards the goal. Monthly report to show how much waste is generated and the various categories of waste.

Utilization of Results: (How will results of the analysis be used in planning, decision making, and
continuous improvement? What type of actions will be taken based on the analysis results?)
To determine the type and length of future solid waste disposal contracts. To build support for a proactive recycling culture. To create a more environmentally responsible campus community.

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Department/Unit: Building Services

Date: May 21, 2004

Intended Outcome # 5:

Customers experience efficient, informative and accountable campus event support.

Effectiveness Indicators: (What factors/variables/elements will you be measuring to gauge your success
at reaching your intended outcome?)
1. Number of events supported. 2. Number of man-hours used, including overtime. 3. Feedback from customers after events using a standardized questionnaire 1 – 5 rating.

Success Criteria: (For each indicator described above, what minimum score, value or result will signal
success? What score, value or result will signal a need for improvement? What score, value or result will signal a need for immediate intervention?)
1. All campus events scheduled at least 48 hours ahead of time are supported. 2. 90% of events are not over or under staffed. 3. Failure to support any properly scheduled event or a staffing error <20% will require intervention.

Data Collection and Analysis Procedures: (How, when, and by whom will data be collected? How will
it be analyzed? What will be the product of the analysis?)
1. Track the number of events, and hours used per event and cumulative. 2. Give a feedback sheet to the event organizer and try to get it back immediately or within 2 days after event. 3. Letters of compliments or concerns. 4. The unit head will solicit the feedback, track the events and hours.

Utilization of Results: (How will results of the analysis be used in planning, decision making, and
continuous improvement? What type of actions will be taken based on the analysis results?)
Determine staffing requirements, selecting personnel to work events, equipment procurement and replacement, creating processes to develop continuity. Any needed changes.

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