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Facilities and Campus Safety, After Hours Continuous Process Improvement
Bradley Mil ler (Team Leader), Jeffery Click, Mark Evans, Tom Leighton,
Karen Schoen, Michael Sterl ing, Reuben Brukley (Team Sponsor) Fall 2014
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TABLE OF CONTENTS
Process Improvement Team………………………………………………………………...…2
About Henry Ford College…………………………………………………………………..….3
Project Statement……………………………………………………………………………….4
Background Information…………………………………………………………………..……4
Operational Definitions………………………………………………………………………….5
Current Processes………………………………………………………………………………6
Analysis of the Current Situation…………………………………………………………..…..9
Lock and Key Issue Study…………………………………………………………….10
Improvement Theory and Implementation Plan…………………………………………….10
Analysis of Results……………………………………………………………………….……12
HFC Staff Survey………………………………………………………………………13
Campus Safety and Facilities Services Incoming Phone Study………………….19
SchoolDude Request Study…………………………………………………………..20
Comparison Chart……………………………………………………………………..21
Data Analysis…………………………………………………………………………………..22
Gantt Chart………………………………………………………………………………….….23
Recommendations for Future Teams………………………………………………..………23
Steering Committee Feedback……………………………………………………….………24
Acknowledgements……………………………………………………………………………25
Appendix……………………………………………………….……………………………....26
Appendix 1……………………………………………………………………….…….26
Appendix 2……………………………………………………………………….…….26
Appendix 3……………………………………………………………………….…….27
Appendix 4……………………………………………………………………….…….27
Appendix 5……………………………………………………………………….…….28
Appendix 6……………………………………………………………………….…….28
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PROCESS IMPROVEMENT TEAM
Team Sponsor: Reuben Brukley, Facilities Services [email protected]
Team Leader: Brad Miller, Assistant Manager The College Store [email protected]
Team Scribe: Jeff Click, Full Time Faculty-Hospitality [email protected]
Team Member: Mark Evans, Adjunct Faculty-Sociology [email protected]
Team Member: Tom Leighton, Facilities Engineer [email protected]
Team Member: Johnny May, Safety Specialist [email protected]
Team Member: Karen Schoen, Manager-Campus Safety [email protected]
Team Member: Mike Sterling, Custodial Leader [email protected]
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ABOUT HENRY FORD COLLEGE
Henry Ford College (HFC) is a public two-year college located in Dearborn, Michigan, The College, established in 1938, is accredited by North Central Association of Colleges and Schools and the Michigan Commission on College Accreditation. The School was originally named Fordson Junior College when it opened its doors in 1938. Later, the College adopted the name Dearborn Junior College in 1946. It became Henry Ford Community College in 1952, named after the Henry Ford Trade School which closed and its assets were transferred to the Dearborn Public School Board of Education. In May, 2014, the College was renamed henry Ford College.
HFC is a comprehensive public community college serving about 18,000 students each fall and winter semester in southeast Michigan. HFC is dedicated to preparing students for a rapidly changing world and workplace by offering more than 100 associate degree career and university or prepare to go directly to work. HFC offers high-quality, innovative programs to meet the educational and training needs of the region. Students prepare to transfer to a university or prepare to go directly to work. HFC also specializes in customized workforce development training for business and industry. Since its founding in 1938, HFC has been the gateway to higher education for thousands of students who seek affordable, high-quality post-secondary education. To learn more about Henry Ford College, please visit us at www.hfcc.edu, or call 1-800-585-HFCC (4322)
HFC offers classes on two campuses situated in Dearborn. HFC’s Main Campus is located on the southwest corner of Ford Road and Evergreen, north of the University of Michigan Dearborn campus. The East Campus is home to HFC’s Michigan Technical Education Center (M-TEC) and the state-of-the art Nursing building. East Campus is located on Schaefer Road just north of Rotunda.
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PROJECT STATEMENT
To facilitate campus-wide interdepartmental communication and operational organization for Campus Safety, Facilities Services, and the college community as measured by:
• Reduced expenditures on overtime and outside vendors • Updated use of resources including personnel, online services, and
communication technology • Reduced duplication of effort • Improved follow up measures
BACKGROUND INFORMATION
In searching for areas in which to improve Campus Operations in accordance with the team’s chosen mission statement, the team found that a number of communication and training problems existed. These problems can be corrected by:
• Reinstating previously discarded services. • Investing in updated communication technology. • Expanding existing software. • Modifying procedures. • Improving training of HFC methods of problem reporting, and improving
documentation of issues.
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OPERATIONS DEFINITIONS
Campus community: Henry Ford College students, full time instructors, adjunct instructors, administrators, support staff, vendors, and visitors.
Campus Safety: Department responsible for maintaining and releasing incident and accident reports, key control, issuance of employee and student ID cards, maintenance of the access control system, Safe Walk, as well as overall control of all security and safety operations.
Emergency: Situation requiring immediate attention, where there is a potential for loss of life, bodily injury, or significant property damage.
Emergency Device: Emergency phones displayed throughout campus.
Facilities Services: Department responsible for custodial and groundskeeping services, management of building projects, and operation of boilers, chiller, and HVAC, IT Services, event scheduling, and room reservation funtions.
Hazard: Something causing unavoidable danger, peril, or risk. Non-Emergency: Situation doesn’t require immediate attention, where there is no potential for loss of life, bodily injury, or significant property damage.
Off hours: Monday through Friday, 6:00 p.m. through 7:00 a.m. Weekends are off hours entirely due to lack of administrative and support staff.
Radio: 2-way radio communication device used by Campus Safety and Facilities Services. Resource Scheduler: An online program currently used for scheduling room reservations, available by license only.
SchoolDude: An online resource available to all college personnel allowing users to submit Service requests for a variety of purposes, focuses primarily on issues relating to Facilities Services. Other services (modules) offered, but not currently used by HFC, include HVAC, IT Services, event scheduler, and room reservation functions.
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CURRENT PROCESSES
Current Non-Emergency Campus Safety Procedures
Campus Safety receives calls and walk-ins through the dispatch center and enters the details into a database. When the call pertains to a facilities issue, Campus Safety contacts Facilities Services by phone of radio. Once the issue is passed on from Campus Safety to Facilities Services (or vice versa), no follow-up is currently required. In the case an issue remains unresolved, the situation repeats itself. Campus Safety can enter Schooldude requests, but at present cannot be assigned Schooldude submissions. In general, numerous requests for service can be missed, delaying corrective action.
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Current Non-Emergency Facilities Services Processes Faculty and staff can enter an issue into the SchoolDude system directly. SchoolDude routs the issue to the appropriate personnel. Once the job is completed, the Facilities employee checks the request off as complete and the faculty or staff member who initialized the request receives an email confirming the job was completed.
Faculty and staff can also contact Facilities Services directly at extension 6320 from 8:00 a.m. – 4:30 p.m. on Monday through Friday, and by contacting the weekend building engineer at extension 4018 from 6:00 a.m. – 4:00 p.m. Saturday and Sunday. Facilities Services can also be reached via Campus Safety dispatch at extension 9630.
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Current Emergency Processes
Campus Safety receives calls and walk-ins through their dispatch desk and enters the details into a written log. When the call pertains to a facilities issue, Campus Safety contacts Facilities Services by phone of radio. In general, once the issue is passed on from Campus Safety to Facilities Services (or vice versa), no follow-up is currently required. In the case an issue remains unresolved, the situation repeats itself. Campus Safety can enter SchoolDude requests, but at present cannot be assigned SchoolDude submissions.
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Analysis of the Current Situation
SchoolDude software
• Excellent usability, capable of tracking issues from origin to resolution. • Currently, College uses maintenance request module only. • Campus Safety not designated as SchoolDude assignee (lessens effectiveness,
value) • Not always convenient or available to staff under certain circumstances • Training Issues
Maintenance Request / Hazardous Situation Reporting
• Inconsistent methods, results, and follow-up. • High variability in, high variability out • Multiple paths of reporting issues can lead to confusion • Disconnect between Facilities and Campus Safety can result in dead ends • Training Issues
Communications Equipment
• Remaining 2-way radios are more than 10 years old, failing • Custodial staff is primarily mobile, without access to their own phones and
computers • Employee’s personal cell phones are unreliable and use for work purposes is
difficult to enforce • Tracking down custodians to relay directives wastes time, slows down process • Campus Safety Emergency Devices require better labeling
Aging Facilities
• Doors and frames on some buildings on campus are old, in some cases outdated to the point of being compatible with electronic access technology used for employee access.
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Improvement Theory and Implementation Plan
Recommended Processes
SchoolDude
• Add Campus Safety to SchoolDude as assignee. • Replace existing room reservation and event scheduling program with
SchoolDude components, which are 1) superior in quality, technical support, and functionality and 2) will help streamline the operational organization of the College.
• Add user-friendly links to Facilities Services and Campus Safety pages online. • Train employees external to Facilities and Campus Safety in appropriate use of
SchoolDude. • Train key Facilities and Campus Safety personnel at SchoolDude University.
12
33
19
15
9
4
10
14
12
10
1
5
JANAURY
FEBRUARY
MARCH
APRIL
MAY
JUNE
JUL;Y
AUGUST
SEPTEMBER
OCTOBER
NOVEMBER
DECEMBER
# of Lock & Key Issues in Schooldue
Mon
th
Lock & Key Issues 2013
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Maintenance Request / Hazardous Situation Reporting
• Create a single phone number for the College Community to call to make requests or to report a hazard. The new system will ensure caller speaks to a human with very little to no variability.
• Formally join Campus Safety and Facilities Services to better respond to issues Campus-wide.
• Streamlines process, aids in ease of contact with Campus Safety and Facilities Services regardless of time of day or staffing conditions.
Equipment
• Purchase 20 new 2-way radios to be utilized by Facilities Services. • Label Campus Safety emergency devices with directions and a brief explanation
that they are a direct link to Campus Safety, and that their use is not confined to life and death situations.
• Increases capacity for response significantly.
Aging Facilities
• Locksmith has already been reinstated in order to better maintain and monitor doors and locking mechanisms.
• Results in overall reduced calls to Campus Safety and Facilities Services • Reduces building security faults
Facilities Services online Visual Control System
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Analysis of Results
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HFC Staff Survey
Have you ever reported a facility or campus safety issue? (See Appendix 1)
78%
22%
Full Time Faculty
yes
no
55% 45%
Adjunct Faculty
yes
no
80%
20%
Support Staff
yes
no
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If you ever reported a facility or campus safety issue, what type of issue was it? (See Appendix 2)
46%
42%
12%
Full Time Faculty
Facilities Issue
Campus Safety Issue
Both
25%
46%
29%
Adjunct Faculty
Facilities Issue
Campus Safety Issue
Both
53% 36%
11%
Support Staff
Facilities Issue
Campus Safety Issue
Both
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Who did you contact? (See Appendix 3)
43%
42%
15%
Full Time Faculty
Facilities Services
Campus Safety
Both
21%
56%
23%
Adjunct Faculty
Facilities Services
Campus Safety
Both
47% 44%
9%
Support Staff
Facilities
Campus Safety
Both
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How did you contact them? (See Appendix 4)
51%
15%
34%
Full Time Faculty
Phone
Other
68%
17%
15%
Adjunct Faculty
Phone
Other
54%
13%
33%
Support Staff
Phone
Other
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Were you trained on how to report facility or campus safety issues? (See Appendix 5)
46% 54%
Full Time Faculty
yes
no
30%
70%
Adjunct Faculty
yes
no
50% 50%
Support Staff
yes
no
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If you were trained on how to report facility or campus safety issues, how were you trained? (See Appendix 6)
56% 28%
16%
Full Time Faculty
In Person
In Writing
Other
33%
32%
35%
Adjunct Faculty
In Person
In Writing
Other
59% 26%
15%
Support Staff
In Person
In Writing
Other
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0 10 20 30 40 50 60
Phon
e C
alls
Monday - Sunday
Phone Calls Received by Campus Safety and Off Hour Calls Transferred to Facilities
Services. PLEASE NOTE: This is 1 week in October 2014, other weeks
during the year may be higher or lower.
Total # of calls received
# external calls received
# internal calls received
# Calls Received off hours
# of off hours Calls Transferred to Facilities
0 2 4 6 8
10 12 14
# of
Pho
ne C
alls
Rec
eive
d
Monday - Sunday
Phone Calls Received by Facilities Services (6320)
PLEASE NOTE: This is 1 week in October 2014. Other weeks during the year may be higher or lower.
Total # calls received
# external calls received
# internal calls received
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0
2
4
6
8
10
12
14
16
18
20
Monday Tuesday Wednesday Thurday Friday Saturday Sunday
Num
ber o
f req
uest
s
Day
SchoolDude Requested PLEASE NOTE: This is 1 week in October 2014 Other weeks
during the year may be higher or lower.
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Comparing Henry Ford College Campus Safety and Facilities Service to Dearborn K-12, Eastern Michigan University and Beaumont Hospital
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Data Analysis
1) A majority of all faculty and staff take it upon themselves to report Safety and
Facilities issues.
2) Full-time staff and faculty tend to report issues to Facilities while part-time faculty
tends to report Safety issues.
3) Full-time faculty and staff unsurprisingly exhibit broader use of available
resources; however, part-time staff tends to be onsite during evening hours when
Campus Safety is the only available option for reporting issues (outside
SchoolDude).
4) The majority of all employees use a phone to report an issue.
5) Odds of a current full-time employee having received training on how to report an
issue are 50/50. They are substantially worse for part-time employees.
6) Of those who did receive training on reporting of issues (see #5), there is
substantial variability in the method of training administered.
Team members agree that the variability extracted from the survey results is evident in
the day-to-day operations of the College. The current process for submitting service
requests results in comparably high variability of services provided by Facilities Services
and Campus Safety.
Additional items (as detailed in Analysis of Current Situation) resulting in lower levels of
services include:
• Inconsistent follow-up on resolution of issues
• Old equipment, inadequate training for response staff
• Disconnect between Facilities Services and Campus Safety personnel
• Aging facilities
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Gantt Chart
Task Start Date Duration
End Date Assigned to:
Add Campus Safety to Schooldude 2/3 7 2/9 Sam Greco, Karen Schoen
Begin analysis and prioritization for replacing and updating building access hardware 2/3 7 2/9 Tom Leighton
Create new phone number for relaying issues to facilities services 2/10 3 2/12
Cynthia Barrian, Reuben Brukley, Karen Schoen, Joe Zitnik
Write inclusive, simple procedural document for Campus Community and determine methods of distribution 2/3 21 2/23
Cynthia Barrian, Reuben Brukley, Karen Schoen, Sandro Silvestri
Purchase new radios for specified Facilities Services personnel 2/17 7 2/23
Reuben Brukley, Kevin Kaier, Tom Leighton, Karen Schoen, Michael Sterling
Begin mass distribution of new procedures in writing to full- and part-time faculty and staff 2/24 7 3/2 Reuben Brukley, Jeff Click, Mark Evans
Begin installation of signage on Campus Safety emergency devices 2/17 14 3/2 Karen Schoen
Establish method of evaluating Schooldude data to gauge process 2/17 14 3/2 Reuben Brukley, Karen Schoen
Finish cost analysis of Schooldude facilities planner versus Event Scheduler and move forward on findings 3/3 7 3/9
Cynthia Barrien, Reuben Brukley, Sandro Silvestri, Fred Steiner
Send key facilities and campus safety personnel to Schooldude University 2/17 21 3/9 TBD
Recommendations for Future Teams
Keys, doors, and access.
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Steering Committee Feedback
Team name and number: _Staff, Facilities Services, and Campus Safety Issues_____
Date: _December 12, 2014__________ Sponsor: __Rueben Brukley____________
Ideas for Improvement Support 1. Add Campus Safety to Schooldude and designate assignees $0.00 _______________
2. Begin analysis and prioritization for replacing and updating building access hardware $0.00 _______________
3. Create new dedicated phone number for relaying issues to Facilities Services $0.00____________________________________________________________ _______________
4.Write and distribute an inclusive and simple procedural document for campus community._$0.00___________________________________________________ _______________
5. Purchase 20 radios for specified facilities personnel $300 ea / $6000 _______________
6. Install Signage on Campus Emergency Call Box devices_$0.00___________ ________________
7._Finish cost analysis of Schoodude Facility Planner Module Versus the current Event Scheduler program (see attached explanation of cost)________________ ________________
8._Send key personnel to Schooldude University professional conference
$450.00 (ea) + airfare______________________________________________ ________________
Team Feedback Meeting-Date: May 2015___________________________________
Explanation of cost for Item 7 – Purchasing the Facilities Scheduler module from SchoolDude is recommended. It carries an annual cost of $5600 and a one-time cost of $1400 for training upon purchase. However, the annual cost would be offset by the yet-to-be determined savings from discontinuing Event Scheduler services.
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Sponsor: Rueben Brukley Leader: Brad Miller .
Acknowledgements
The Staff, Facilities Services, and Campus Safety Issues Team would like to thank the following individuals for their help in collecting information on this topic.
Adjunct Instructors
Beaumont Hospital
Cynthia Berrien, Facilities Services Secretary
Dearborn Public Schools
Eastern University
Full Time Instructors
Gary Erwin, Director of Marketing & Communications
Geoff Collins, Data and Voice
Joe Zitnik, Network and Systems Analyst
Jonny May, Campus Safety Specialist
Kenneth Donovan, Graphics
Security Officer Marissa Thorn
Security Officer Mohammad Rasheed
Support Staff
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Appendix 1
Have you ever reported a facility or campus safety issue Full Time Faculty Answered: 67 Skipped: 0
Answer Choices Responses Yes 77.61% 52 No 22.39% 15 Total 67
Adjunct Faculty Answered 96 Skipped: 0 Answer Choices Responses
Yes 55.21% 53 No 44.79% 43 Total 96
Support Staff Answered 54 Skipped: 0 Answer Choices Responses
Yes 79.63% 43 No 20.37% 11 Total 54
Appendix 2
If yes, what type of issue was it? Full Time Faculty Answered: 52 Skipped: 15
Answer Choices Responses Facility issue 46.15% 24 Campus Safety Issue 42.31% 22 Both 11.54% 6 Total 52 Adjunct Faculty Answered: 55 Skipped: 41 Answer Choices Responses Facility issue 25.45% 14 Campus Safety Issue 45.45% 25 Both 29.09% 16 Total 55 Support Staff Answered: 45 Skipped: 9 Answer Choices Responses Facility issue 53.33% 24 Campus Safety Issue 35.56% 16 Both 11.11% 5 Total 45
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Appendix 3
Who did you contact? Full Time Faculty Answered: 53 Skipped: 14
Answer Choices Responses Facilities Services 41.51% 22 Campus Safety 43.40% 23 Both 15.09% 8 Total 53
Adjunct Faculty Answered: 53 Skipped: 43 Answer Choices Responses Facilities Service 20.75% 11 Campus Safety 56.60% 30 Both 22.64% 12 Total 53
Support Staff Answered: 45 Skipped: 9 Answer Choices Responses Facility Services 46.67% 21 Campus Safety 44.44% 20 Both 8.89% 4 Total 45
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Appendix 4
How did you contact them? Full Time Faculty Answered: 53 Skipped: 14
Answer Choices Responses Phone 50.94% 27 email 15.09% 8 Other 33.96% 18 Total 53 Adjunct Faculty Answered: 54 Skipped: 42 Answer Choices Responses Phone 68.52% 37 email 16.67% 9 Other 14.81% 8 Total 54 Support Staff Answered: 45 Skipped: 9 Answer Choices Responses Phone 53.33% 24 email 13.33% 6 Other 33.33% 15 Total 45
Appendix 5
Were you trained on how to report facility or campus safety issues? Full Time Faculty Answered: 87 Skipped: 9
Answer Choices Responses Yes 46.03% 29 No 53.97% 34 Total 63
Adjunct Faculty Answered 96 Skipped: 0 Answer Choices Responses
Yes 29.89% 26 No 70.11% 61 Total 87
Support Staff Answered 50 Skipped: 4 Answer Choices Responses
Yes 50.00% 25 No 50.00% 25 Total 50
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Appendix 6
If yes, how were you trained? Full Time Faculty Answered: 32 Skipped: 35
Answer Choices Responses In Person 56.25% 18 In writing 28.13% 9 Other 15.63% 5 Total 32
Adjunct Faculty Answered: 34 Skipped: 62 Answer Choices Responses In Person 32.35% 11 In writing 32.35% 11 Other 35.29% 12 Total 34
Support Staff Answered: 27 Skipped: 27 Answer Choices Responses In Person 59.26% 16 In writing 25.93% 7 Other 14.81% 4 Total 27