Continuous Improvement

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Field Service 2.0: Bringing Best Practices to and From the Front Lines…Everyday

UGL Unicco: Facility Management Solutions

Sarah FisherDirector, Marketing & CommunicationsBuilding engines

Heidi Anderson-RhodesSenior Director, FMSUGL Unicco

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Introduction

About Heidi Anderson-Rhodes:

Senior Director, Facility Management Solutions (FMS)

Heidi has significant experience developing and implementing departmental strategic plans, defining and producing critical balanced scorecard management reports, and conducting full-scale process redesign.

About UGL Unicco:

UGL Unicco is a premier provider of outsourced facilities services. The company counts one quarter of the Fortune 100 companies among its portfolio of North American customers and maintains an industry-leading 95% customer retention rate.

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Background

•Disconnect between our service promise & delivery

•Better, more easily accessible tools for the front-line

• Improved understanding of customer satisfaction

•Focus on continuous improvement

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Our Approach

ADOCUMENT PROGRAM

BREPORT ON PERFORMANCE

CCONTINUOUSLY IMPROVE

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•Account Manuals•SOPs•Job Plans

ADOCUMENT PROGRAM

The Framework

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The Framework

• Internally•Externally to Client•Reporting Guides

BREPORT ON

PERFORMANCE

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The Framework

• Position-Related Training Programs

• Administrative Checklists

• Customer Feedback• Reward & Recognition

“Hey – this isn’t one of those self-improvement scams, is it?”

CCONTINUOUSLY IMPROVE

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Tools & Resources

• Develop toolkits

• Implement onsite with the team

• Go in the field to uncover challenges and great practices

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Tools: SOP Library

•Create a consistent format for all SOP’s

- Unicco’s consists of 10 sections

on each form

•Tap into your organization’s subject matter experts!

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Tools: SOP Library

Your library of SOP’s should cover a wide range of topics:

i.e. human resources, day to day maintenance, project management, etc.

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Quarterly Reporting

• Services Overview

• The Team

• Key Performance Results and Trends

• Accomplishments

• Projects: Ongoing / Scheduled

• Next Period Goals

• Challenges

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Reporting Guides

Provides guidance for management on how to interpret and act upon results

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Easy to Follow Checklists

48 USafe - JRR completed in UTrac

49 Mandatory postings in place

50 MSDS book updated/accessible

51 MSDS labels on all bottles

52 Dispensing system with concentrates

53Splash goggles, rubber apron as part of mixing station

54 Eye wash station

55 Damaged equipment tagged out f f

56Incident/Accident Reporting - Company SOP in place and actively executed

57 Blood kit, First aid kit

58 OSHA 300 log

59Hazardous Waste Manifests: Signed by Customer

60Lightbulb disposal SOP followed (see UShare for SOP)

HS&E

OSHA/ USafe

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“Good” and “Best” Practices

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“Good” and “Best” Practices

Describe problem/opportunity

Describe suggestion for improvement (include data!)

Potential benefit of change? Is it better, faster, cheaper…?

Identify the customers affected by the change

Process Improvement Opportunity Form

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Tips

• Encourage people to share solutions they’ve developed

• Make them available via a CMMS or an intranet

• Build AND maintain a knowledgebase

• Track access and contributions

• Establish Communities of Practice

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Contact Us!

Heidi Anderson-RhodesUGL UniccoHAnderson@ugl-unicco.com703-807-1969 ext. 225

Sarah FisherBuilding EnginesSfisher@buildingengines.com617.501.1441