Assessment Plan - Department / Unit

Department/Unit: Customer Communications CenterDate: May 21, 2004

INSTITUTIONAL EFFECTIVENESS

ASSESSMENT PLAN - DEPARTMENT / UNIT

Department/Unit:Customer Communications Center

College/Division: Facilities Management Services Division

Date: May 10, 2004

Mission Statement: (purpose and functional responsibilities of the department)

The mission of the Customer Communications Center is to coordinate Facilities Management Services activities and provide timely and accurate request status information to customers; to support the University community by serving as the liaison for facilities services; to prioritize and coordinate schedules for requested service; to provide accurate information on service requests, and: to measure customer feedback.

Intended Outcome # 1: Customers have a single source for making facility requests and for tracking the status of their requests.
Effectiveness Indicators: (What factors/variables/elements will you be measuring to gauge your success at reaching your intended outcome?)
Requests for service will be accurately input into the Facility Focus database.
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?)
Work request information will be accurate > 90%.
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?)
Data will be input into the Facility Focus database when it is received with a date stamp and time, Customer Communications Center staff will generate reports bi-monthly to be distributed to FMSD Directors and Managers.
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?)
Customer Communications Center staff will generate graphs monthly for distribution to FMSD Directors and Managers to alert them to accuracy and usage so that they can improve their input into the FF database. A result of less than 90% accuracy will trigger an evaluation of where specific problems in input or output are generating from.
Intended Outcome # 2: Customers can access the current status of their facility request.
Effectiveness Indicators: (What factors/variables/elements will you be measuring to gauge your success at reaching your intended outcome?)
Customers able to receive the status of their request by calling, e-mailing, or logging on to Facility Focus.
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?)
Customers will be satisfaction will be >90%.
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?)
Data collected daily by Customer Communications Center staff from customer feedback; a report will be provided bi-weekly to directors.
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?)
Facilities Management Services will be able to benchmark requests against historical data and data from peer institutions. Results of less than 90% satisfaction will trigger a change in staff training or type or amount of information available to the customer.
Intended Outcome # 3: Customers have accurate information regarding equipment status for planning purposes.
Effectiveness Indicators: (What factors/variables/elements will you be measuring to gauge your success at reaching your intended outcome?)
Customer feedback on surveys distributed after equipment outages.
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?)
Positive feedback from customers, and < 10% of outages unplanned.
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?)
Data will be collected for each equipment outage by Customer Communications Center supervisor.
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. Results will prompt change in procedures, processes, and/or success criteria.
2. Budget requests will be adjusted to address unplanned outages.

1