Facilities Management

Strategic Planning Slides

Reported to Phil Jones Individually via Director
First Quarter Fiscal Year 2012
October 2011

Creating a Campus of Distinction

Goal1 ImproveOperationandMaintenanceoftheUniversity'sCampus.
Goal2 Adaptexistingfacilitiestomeetnewrequirements.
Goal3 DelivernewfacilitiesthatsupporttheUniversitymission.
Goal4 Perfectacustomerfocusedorganization.
Goal5 Developavalued,welltrained,motivatedanddiverseworkforce
Goal6 Promotegoodstewardship.
 Balance Score Card
CUSTOMER
Perspective
Strategic Objectives:
Work Request Process, Housekeeping Processes,
Improve Process Reliability, Increase On-Time Delivery,
Informal Project Administration,
Enhance Customer Satisfaction
 Balance Score Card
FINANCIAL
Perspective
Strategic Objectives:
Manage Budget, Maximize Revenue Stream
Promote Fiscal Responsibility
Sustainable Practices
Conserve Natural Resources
Improve Employee Safety
Improve HUB Participation
 Balance Score Card
INTERNAL PROCESSES
Perspective

Strategic Objectives:
Labor Availability, Logistics Efficiency, Optimize Supply Chain,
Improve Process Reliability, Manage Technical Resources,
Master/Project Planning Process, Capital Project Administration,
Develop High-Quality Staff
Balance Score Card
Learning & Growth
Perspective

Strategic Objectives:
Develop high quality staff
Retain high quality staff
Develop positive culture
Improve Employee Safety
 Facilities Operations
Report
Lee Snodgrass, Director
Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #1 Improve maintenance and operations of the Campus F. O.

Strategy: 1.1 Improve Labor Availability

Objective: 1.1.1 Increase Wrench Time to over 80%

Measure: Hours (total hours charged to work requests divided by total hours recorded)

Goal: Greater than 80% for the year

Balanced Scorecard Category: Internal Business Process

STATUS

8
GOAL #1 Improve Facilities Operations
Lead
Strategy: 1.1 Improve Labor Availability F. O.
Objective: 1.1.1 Increase Wrench Time to over 80%

ACTION PLAN

ActionsComplete
1 ContinuedimprovementofaccountingpracticesfortimeappliedtoWRs.
2 ContinueddevelopmentofthePMprogram.

ActionsPlanned
1 Continuetostressreportingandrecordingofemployeestime.
a)MeetwithshopsupervisorandPAstoreview
b)Stressimportancewithallemployees.
2 Getemployeesoutoftheshop

9
Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #1 Improve maintenance and operations of the Campus F. O.
Strategy: 1.2 Improve Logistics Efficiency
Objective: 1.2.1 Improve Stock Fill Rate to 97%

Measure: Percentage Fill (SDIs Key Performance Indicator {KPI} Stock Fill Rate)
Calculated on: Lines filled FY-to-date/Lines requested FY-to-date.

Goal: Greater than 97%

Balanced Scorecard Category: Internal Business Process

STATUS

10
GOAL #1 Improve Facilities Operations
Lead
Strategy: 1.2 Improve Logistics Efficiency F. O.
Objective: 1.2.1 Improve Stock Fill Rate to 97%

ACTION PLAN

ActionsComplete
1 Noactionstaken.RestockingbeingcontrolledbySDIsautomatedsystem.

ActionsPlanned
1 Continuetoletautomatedsystemcontrolandseehowitworks.
2 Addingitemsthathavebeenorderedrepeatedlyasnonstockitemstostockasorder
onrequestitems(carriedataninventorylevelofzerobutpresourcedforfaster
orderinganddelivery).
3 Longleaditemsandspikesinusagewerethemaincausesforinabilitytofill.

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Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #1 Improve maintenance and operations of the Campus F. O.
Strategy: 1.2 Improve Logistics Efficiency
Objective: 1.2.2 Reduce Average Non-stock Requisition to Receipt Time to 4.0 Days

Measure: Days (SDIs KPI Non-stock Requisition to Receipt Time)

Calculation on: Weighted average of monthly request-to-receipt times.

Goal: Less than 4 days

Balanced Scorecard Category: Internal Business Process

STATUS

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GOAL #1 Improve Facilities Operations
Lead
Strategy: 1.2 Improve Logistics Efficiency F. O.
Objective: 1.2.2 Reduce Average Non-stock Requisition to Receipt Time to 4.0 Days

ACTION PLAN

ActionsComplete
1 Req toQuoteapprovalwasdramaticallyloweredby31%(downto15.2hours).
ActionsPlanned
1 Nonstockitemsthathavebeenorderedonarecurringbasisarebeingaddedtostock
inventoryasORO(OrderedOnRequestOnly).

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Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #1 Improve maintenance and operations of the Campus F. O.
Strategy: 1.3 Improve Work Request Process
Objective: 1.3.1 Decrease Percentage of Reactive Work Requests to less than 58%

Measure: Percentage (Number of reactive work requests divided by total number of work requests including PM and predictive work requests)
(APPA Benchmark)
Goal: Percentage to average < 58% for year.

Balanced Scorecard Category: Customer Service

STATUS

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GOAL #1 Improve Facilities Operations
Lead
Strategy: 1.3 Improve Work Request Process F. O.
Objective: 1.3.1 Decrease Percentage of Reactive Work Requests to < 58%

ACTION PLAN

ActionsComplete
1 ReviewedChillers,andFirepumpPMs addedmissingPMs.

ActionsPlanned
1 ContinuetobuildPMprogramtocoverallequipment.
a)ContinueworkwithAuxiliaryServices
2 Continueincreasingpredictivemaintenancemeasuresasfundspermit.
3 Continuereviewofreactiveworkrequestsforroutineservicesthatshouldbemovedto
scheduledservices,orPM.

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Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #1 Improve maintenance and operations of the Campus F. O.
Strategy: 1.3 Improve Work Request Process
Objective: 1.3.2 Decrease Work Request Cycle Time by 5%

Measure: Hours from work request submission to work complete status (for WRs not requiring parts ).

Goal: Less than 719 quarterly average for the year

Balanced Scorecard Category: Internal Business Process

Archibus
Report
Inerror
FISContacted
STATUS

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GOAL #1 Improve Facilities Operations
Lead
Strategy: 1.3 Improve Work Request Process F. O.
Objective: 1.3.2 Decrease Non-emergency Work Request Cycle Time by 5%

ACTION PLAN

ActionsComplete
1 Continuedemphasisonover14dayand30dayreportsbysupervisorsandmanagers.
2 ContinuedreviewofunassignedWRsbysupervisorsandmanagers.
3 ContinuedreviewofPMandotherworkassignmentsandcompletionswithtechnicians.
4 ReviewthemannerinwhichdataisusedtocalculatecycletimewithFIStoensure
accuracy.

ActionsPlanned
1 EmphasizeFacilitiesOperationsOP16TimelyandAccurateHandling/ProcessingofWRs.

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Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #1 Improve maintenance and operations of the Campus F. O.
Strategy: 1.5 Improve Reliability
Objective: 1.5.1 Improve Completion of Preventative Maintenance Work Requests to over 90% from 87% last year.

Measure: Percentage of Preventive Maintenance Work Requests Completed vs. (Completed + Cancelled )

Goal: Greater than 90%

Balanced Scorecard Category: Internal Business Process

STATUS

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GOAL #1 Improve Facilities Operations
Lead
Strategy: 1.5 Improve Reliability F. O.
Objective: 1.5.1 Improve Completion of Preventative Maintenance Work Requests to over 90%

ACTION PLAN

ActionsComplete
1 ContinuedevelopmentofPMProgram.

ActionsPlanned
1 CompletedevelopmentofPMProgram.
2 ClosermonitoringofPMcompletionsbySupervisorandManagers.

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Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #1 Improve maintenance and operations of the Campus F. O.
Strategy: 1.5 Improve Reliability
Objective: 1.5.2 Decrease number of Unscheduled Equipment Replacement Projects by 15%

Measure: Number of Unscheduled Equipment Replacement Projects in Quarter

Goal: Less than 8 per year or 2 per quarter

Balanced Scorecard Category: Internal Business Process

STATUS

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GOAL #1 Improve Facilities Operations
Lead
Strategy: 1.5 Improve Reliability F. O.
Objective: 1.5.2 Decrease number of Unscheduled Equipment Replacement Projects by 15%

ACTION PLAN

ActionsComplete
1 ContinuedaddingequipmenttoPMprogram.

ActionsPlanned
1 ContinueexpansionofPMProgram.
2 Continueexpansionofpredictivemaintenanceprogram.

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Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #1 Improve maintenance and operations of the Campus F. O.

Strategy: 1.5 Improve Reliability

Objective: 1.5.3 Reduce Unscheduled High Voltage Electrical System Outages by 10%

Measure: Percentage of time system is fully operational (Hours of Outage divided by Total Hours in Quarter)

Goal: Less than .0069 for year.

Balanced Scorecard Category: Internal Business Process

STATUS

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GOAL #1 Improve Facilities Operations
Lead
Strategy: 1.5 Improve Reliability F. O.
Objective: 1.5.3 Reduce Unscheduled High Voltage Electrical System Outages by 10%

ACTION PLAN

ActionsComplete
1 CompletedPMsasscheduled.
2 Completedfirsthalfofthermalscanning.

ActionsPlanned
1 ContinuePMs.
2 Prepareprogramformajorequipmentrepairsandreplacement.
3 ReviewsystemprojectsidentifiedontheR&Rlistandprioritize.Indicateurgencyand
recommendfuturefundingdates.

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Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
F. O.
GOAL #1 Improve maintenance and operations of the Campus

Strategy: 1.5 Improve Reliability

Objective: 1.5.4 Reduce Unscheduled Fire Alarm Network Outages by 10%

Measure: Percentage of time system is fully operational (Hours of Outage divided by Total Hours in Quarter)

Goal: Less than 10%

Balanced Scorecard Category: Internal Business Process

Unscheduled Fire Alarm Network Outages

148,512 Building Alarm Hours/Quarter
Available
7.00%

6.00%
Series2
5.00%
'Dark - Unplanned Down Time
5.00%

4.00%

3.00% 2.51%

2.00%

1.00% 0.80%
1.73%
0.80% STATUS
0.90%
0.74%
0.57% 0.57%
0.00%
1st Qtr FY 11 2nd Qtr FY 11 3rd Qtr FY 11 4th Qtr FY 11 1st Qtr FY 12 Average FY11

24
 Lead
GOAL #1 Improve Facilities Operations
F. O.
Strategy: 1.5 Improve Reliability
Objective: 1.5.4 Reduce Unscheduled Fire Alarm Network Outages by 10%

ACTION PLAN

ActionsComplete
1 WorkedcloselywithSimplexGrinnellperformingworkonsitetoalleviate
accidentalinterruptions.
2 Prepareddatamonitoringprogramforquarterlyreporting.

ActionsPlanned
1 ContinueworkingwithSimplextobringthelastbuildingsonlinewiththe
network.

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Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #4 Perfect a Customer Focused Organization F. O.

Strategy 4.1 Continually Improve Customer Service/Satisfaction

Objective 4.1.3 Decrease the Number of Hot/Cold Calls by 10% from FY10 Average of 174 (Goal = 156)

Measure: Number of hot/cold calls submitted on work requests.

Goal: Less than 156 per quarter annual average

Balanced Scorecard Category: Customer Perspective

180

160
Goal
Avg < 156 quarterly
140

120

100

Total
169 Total
80 163
Total
156
Hot Hot
128 Hot
60
120 124

40

Cold
47 Cold
20
Cold 38 STATUS
28

0
4th Qtr FY11 1st Qtr FY12 Average Total

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GOAL #4 Perfect a Customer Focused Organization
Lead
Strategy 4.1 Continually Improve Customer Service/Satisfaction F. O.
Objective 4.1.3 Decrease the Number of Hot/Cold Calls by 15%

ACTION PLAN

ActionsComplete
1 CreatednewproblemtypeHVACTEMPOKforeditingworkrequeststhathave
requestedatoohotortoocoldthatarefoundwithintheproposedstandards.

ActionsPlanned
1 StayabreastofESCOcontractandensurecomfortisnotsacrificedforenergy.
2 SeewhatESCOsmightrecommendthatwouldimprovecomfortandseekwider
application.

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Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #6 Promote Good Stewardship F. O.

Strategy 6.1 Promote Fiscal Responsibility

Objective 6.1.5 Achieve Total Maintenance Cost/GSF 5%ofAPPAAverageforPeerGroup.

Measure: Maintenance cost/GSF from annual APPA Facilities Performance Indicators Report (APPA Benchmark)

Balanced Scorecard Category: Financial Perspective

Note: Peer average does not include institutions not reporting nor those which included auxiliaries (Western Michigan).

Facilities Operations Trades Total Cost/GSF Comparison

$2.5

$2.38
$2.31
$2.16 $2.12
$2.0 $2.10
$1.94
$1.80

$1.5

$1.40
$1.35
$1.74 $1.30 $1.30 '2008'
$1.48
$1.10$1.12$1.10 '2009'
$1.0
$0.96 '2010'

$0.80 $0.83$0.80
$0.74 $0.73
$0.64$0.60
$0.5

$0.01 $0.01
$0.0 STATUS
UNC Charlotte ECU San Diego State UNCG UM-Bcnty Utex-Arlington Utex-San A. UNLV Western Mich Peer Avg
(2,759,760 SF) (3,174,264) (3,657,000 SF) (3,587,776 SF) (5,047,162 SF) (4,301,221 SF) (3,874,780 SF) (Includes Aux Svc
7,468,794 SF)

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GOAL #6 Promote Good Stewardship
Lead
Strategy 6.1 Promote Fiscal Responsibility F. O.
Objective 6.1.5 Achieve Total Maintenance Cost/GSF to 5% below the APPA Southeast Region Average

ACTION PLAN

ActionsComplete
1 Pulleddatafrom2010APPARPIReport.

ActionsPlanned
1 Reviewhowdatawascompiledandsubmitted.
2 MeetwithFBOandRaytoconcuronmethodforcompilation.

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Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #6 Promote Good Stewardship F. O.

Strategy 6.1 Promote Fiscal Responsibility

Objective 6.1.6 Achieve Total Landscape Cost/Acre 5%ofAPPAAverageforPeerGroup.

Measure: Landscape cost/Acre from annual APPA Facilities Performance Indicators Report (APPA Benchmark)

Balanced Scorecard Category: Financial Perspective

Grounds - Total Cost/Acre Comparison

$12,000

$11,300

$10,000

$9,660

$8,000
$7,944

$7,262
$6,949 $7,000 $7,000

$6,000 $6,453
$6,080 '2008'
$6,000
$5,786 '2009'
'2010'
$4,828
$4,600 $4,553
$4,000

$3,404
$3,217
$2,885 $3,000
$2,792
$2,000 $2,306
$2,158
$1,600

$0.1 STATUS
$0
UNC Charlotte ECU San Diego State UNCG UM-Bcnty Utex-San A. Western Mich Peer Avg
427 Acres (214 Acres) 200 Acres 56 Acres 305.6 Acres 1,233 Acres

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GOAL #6 Promote Good Stewardship
Lead
Strategy 6.1 Promote Fiscal Responsibility F. O.
Objective 6.1.6 Achieve Total Landscape Cost/Acre 5% below the APPA Southeast Region Average

ACTION PLAN

ActionsComplete
1 Pulldatafrom2010APPARDIReport.
2 Addedadditionallaborservicesstaffingtoraiselevelofmaintenanceforreimbursable
customers.
3 Calculatedacostperacrebasedonweightedaverageusingacreageandfoundbetter
fit.
ActionsPlanned
1 ReviewthemannerinwhichdatawascollectedandprovidedfortheFPIReport.

31
Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #6 Promote Good Stewardship F. O.

Strategy 6.1 Promote Fiscal Responsibility

Objective 6.1.7 Exceed Labor Services Payroll requirements by 10%

Measure: Projected verses actual earnings by shop by quarter ($400,000/Qtr) at current levels

Goal: $400,000.00/Qtr

Balanced Scorecard Category: Financial Perspective

STATUS

32
GOAL #6 Promote Good Stewardship
Lead
Strategy 6.1 Promote Fiscal Responsibility F. O.
Objective 6.1.7 Exceed Labor Services Payroll Requirements by 10%

ACTION PLAN

ActionsComplete
1 UtilizedinhousestaffingfromotherareasofFacilitiesOperationsonprojectsrather
thangoingtooutsideresources.

ActionsPlanned
1 ContinuetolookforopportunitiestoexpandreimbursablePMworktolevelpeaksand
valleys.
2 ContinuetolookwithinourFacilitiesOperationsLaborpoolbeforegoingoutsidefor
additionalstaffsupport.

33
 Design Services
Report
Mac Fake, Director
Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Design
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements Services
Strategy 2.2 Improve Informal Project Design and Construction Process
Objective 2.2.1 95% of Projects Designed on Time

Measure: Percentage (Number of Project Designs completed on or before scheduled delivery date divided by total number of projects designed)
Balanced Scorecard Category: Internal Business Process

95% of Projects Designed on Time

Project Design Project Design Not

QUARTERLY No. Of Projects
Completed by Completed On Designed On Time
REVIEW Designed
Delivery Date Time
0.0%
FY '09 115 112 3 97.4%
FY '10 173 170 3 98.3%
FY '11 300 298 2 99.3%

QTR 1 22 22 0 100.0%
QTR 2 0 0 0 0.0%
QTR 3 0 0 0 0.0%
QTR 4 0 0 0 0.0%

FY '12 STATUS 22 22 0 100.0%

GOAL STATUS
95.0% 100.0%

35
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements Lead
Design
Strategy 2.2 Improve Informal Project Design and Construction Process Services
Objective 2.2.1 95% of Projects Designed on Time

ACTION PLAN

2.2.1 - Actions Completed:

2.2.1 - Actions Planned:

New "Wildly Important Goal" - handout guiding Customers through Design

Services' project processes and Archibus.

Continue refining reports from Archibus used to collect information for Strategic Planning -
on going.

Complete Classroom Capacity info and egress data by developing Building Capacity
standards - on going.

Embrace new SCO procedural steps and secure project approvals and inspections - on
going.

36
Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Design
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements Services
Strategy 2.2 Improve Informal Project Design and Construction Process
Objective 2.2.2 85% of Estimates for All Construction within +/- 10% of Actual.

Measure: Percentage (Number of Projects designed with actual costs within +/- 10% of estimate, divided by total number of projects designed)
Balanced Scorecard Category: Internal Business Process

85% of Estimates for All Construction within 10% - 2.2.2

Projects Projects Not

QUARTERLY No. Of Projects Estimates within
Estimated within Estimated within
REVIEW Estimated
+/- 10% +/- 10%
+/- 10%

0.0%
FY '09 115 101 14 87.8%
FY '10 255 244 11 95.7%
FY '11 297 284 13 95.6%

QTR 1 32 32 0 100.0%
QTR 2 0 0 0 0.0%
QTR 3 0 0 0 0.0%
QTR 4 0 0 0 0.0%

FY '12 STATUS 32 32 0 100.0%

GOAL STATUS
85.0% 100.0%

37
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements Lead
Design
Strategy 2.2 Improve Informal Project Design and Construction Process Services
Objective 2.2.2 85% of Estimates for in house construction within +/- 10% of Actual.

ACTION PLAN

2.2.2 - Actions Completed:

2.2.2 - Actions Planned:

Continue assigning staff review processes for internal team analysis (Macs #2 WIG) - on
going.

Continue Project Coordinator's tracking of expended project costs - on going.

38
Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Design
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements Services
Strategy 2.2 Improve Informal Project Design and Construction Process
Objective 2.2.4 90% of All Construction Projects Meet Scheduled Beneficial Occupancy Date (BOD)

Measure: Percentage (Number of In-House projects completed on or before delivery date divided by total number of projects completed)
Balanced Scorecard Category: Internal Business Process

90% of All Projects Meet Scheduled Beneficial Occupancy Date (BOD) - 2.2.4

No. of met No. that did not

QUARTERLY Completed On
No. of Projects Beneficial meet Delivery
REVIEW Occupancy Date
Time

FY '09 116 104 12 89.7%

FY '10 182 164 18 90.1%
FY '11 297 289 8 97.3%

QTR 1 32 32 0 100.0%
QTR 2 0 0 0 0.0%
QTR 3 0 0 0 0.0%
QTR 4 0 0 0 0.0%

FY '12 STATUS 32 32 0 100.0%

GOAL STATUS
90.0% 100.0%

39
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements Lead
Design
Strategy 2.2 Improve Informal Project Design and Construction Process Services
Objective 2.2.4 90% of In-house Construction Projects Meet Scheduled Beneficial Occupancy Date (BOD)

ACTION PLAN

2.2.4 - Actions Completed:

2.2.4 - Actions Planned:

Project schedules from Scope & Budget, Design and Construction through

Continue to establish proven steps to beneficial occupancy via departmental meetings - on

going.

New "Wildly Important Goal" - Customer involvement with project Punch List process - on
going.

Post construction schedules on website to increase awareness of project

40
Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Design
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements Services
Strategy 2.2 Improve Informal Project Design and Construction Process
Objective 2.2.6 Increase Project Volume by 10 projects per year - Project Counts by Phase

Measure: The 2008 Benchmark is 200 projects.

Balanced Scorecard Category: Internal Business Process

Increase Project Volume by 10 Projects per year - Project Counts by Phase

1 2 3 4 5 6 7 8 9 10 11
Goal FY 2003 Goal FY 2004 Goal FY 2005 Goal FY 2006 Goal FY 2007 Goal FY 2008 Goal FY 2009 Goal FY 2010 Goal FY 2011 Goal FY 2012 Goal FY 2013
GOAL
150 160 170 180 190 200 210 220 230 240 250
Projects FY 2003 FY 2004 FY 2005 FY 2006 FY 2007 FY 2008 FY 2009 FY 2010 FY 2011 FY 2012 FY 2013
Completed 136 161 173 194 205 190 115 182 254 33
Project Dollars $2,060,000 $2,609,000 $3,450,000 $8,480,000 $8,875,000 $8,200,000 $7,477,000 $9,111,286 $11,187,500 $2,352,007
AVG$/Project
$12,000,000 $15,147 $16,205 $19,942 $43,711 $43,293 $43,158 $65,017 $50,062 $44,045 $71,273
$11,187,500

$10,000,000
$9,111,286
$8,875,000
$8,480,000
$8,200,000
$8,000,000 $7,477,000

$6,000,000

$4,000,000
$3,450,000

$2,609,000
$2,352,007
$2,060,000
$2,000,000

GOAL STATUS
$0
100% 13.8%

41
 Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Design
GOAL #4 Perfect a Customer Focused Organization Services
Strategy 4.1 Continually improve customer service/satisfaction
Objective 4.1.4 90% of Informal Project Customers Satisfied or Very Satisfied

Measure: Results from Interactive Web-based Customer Questionnaire. (Process automated through Archibus)

Balanced Scorecard Category: Customer Perspective

90% of Informal Project Customers Satisfied or Very Satisfied with services Received

Number of Very Somewhat Somewhat

QUARTERLY Satisfied Neutral Unnsatisfied
Projects Satisfied Satisfied Dissatisfied Percent Satisfied
SURVEY Surveyed 5
4+
3+
2+
1+
0+

FY '09 0 0 0 0 0 0 0 0.0%
FY '10 30 18 5 0 6 1 0 36.7%
FY '11 33 24 6 2 0 1 0 90.9%

QTR 1 1 1 0 0 0 0 0 100.0%
QTR 2 0 0 0 0 0 0 0 0.0%
QTR 3 0 0 0 0 0 0 0 0.0%
QTR 4 0 0 0 0 0 0 0 0.0%

FY '12 STATUS 1 1 0 0 0 0 0 100.0%

GOAL STATUS
90.0% 100.0%

42
GOAL #4 Perfect a Customer Focused Organization Lead
Design
Strategy 4.1 Continually improve customer service/satisfaction Services
Objective 4.1.4 90% of Informal Project Customers Satisfied or Very Satisfied

ACTION PLAN

4.1.1 - Actions Completed:

4.1.1 - Actions Planned:

Review Customer Satisfaction Survey responses and implement appropiate

43
Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Design
GOAL # 6 Promote Good Stewardship Services
Strategy 6.5 Improve Historically Underutilized Business Participation
Objective 6.5.4 13% overall HUB participation on informal projects below $30,000 including 3% African American

Measure: Total % of HUB participation on all Informal Projects below $30,000 (Construction only) divided by Total Contracts
Balanced Scorecard Category: Internal Business Process
13% overall HUB participation on informal projects below $30,000 - 6.5.4

Value of
QUARTERLY
Contracts under H.U.B. Contribution HUB Total
REVIEW 30K

FY '09 $ 1,404,456 $ 163,049 11.6%

FY '10 $ 2,626,647 $ 214,381 8.2%
FY '11 $ 6,244,956 $ 1,324,607 21.2%

QTR 1 $ 798,506 $ 175,620 22.0%

QTR 2 $ - $ - 0.0%
QTR 3 $ - $ - 0.0%
QTR 4 $ - $ - 0.0%

FY '12 STATUS $ 798,506 $ 175,620 22.0%

3% African Am. participation on informal projects below $30,000 - 6.5.4

Value of
QUARTERLY African Am.
Contracts under African Am. Total
REVIEW Contribution
30K

FY '09 $ 1,404,456 $ 75,961 5.4%

FY '10 $ 2,626,647 $ 113,196 4.3%
FY '11 $ 6,244,956 $ 107,076 1.7%

QTR 1 $ 798,506 $ 700 0.1%

QTR 2 $ - $ - 0.0%
QTR 3 $ - $ - 0.0%
QTR 4 $ - $ - 0.0%

FY '12 STATUS $ 798,506 $ 700 0.1%

44
GOAL # 6 Promote Good Stewardship Lead
Design
Strategy 6.5 Improve Historically Underutilized Business Participation Services
Objective 6.5.4 13% overall HUB participation on informal projects below $30,000 including 3% African American
participation.

ACTION PLAN

6.5.3 - Actions Completed:

6.5.4 - Actions Planned:

Continue to work with FIS on reports for extracting project data from Archibus - on going.

Reporting process by utilizing Project Number, PO Date and Contract Amount - on going.

Continue refining HUB reporting information in regards to Strategic Planning information -

on going.

Stress usage of HUB firms with Project Coordinators - on going.

45
Architectural Planning
Report
Chris Gilbert, Director
ArchitecturalPlanningDepartmentStrategicPlanningSlides(1of2):
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements

Strategy 2.3: Improve capital renewal/ deferred maintenance planning; prioritization, estimation,
and funding process

Objective 2.3.1. 80% of existing projects documented and input into the CRDM system by July 2011.

Status Measure: % of projects documented and input into the CRDM system by July, 2011.

Lead: Architectural Planning Dept

Objective 3.2.1
100% of Capital Projects on the Appropriated and Non-Appropriated Six Year Capital Improvements Plan
Status are approved and ready for submission to GA by Fall, 2011
Measure: % of projects with completed (pre-programs,OC25s, and Approvals).

Lead: Architectural Planning Dept

ArchitecturalPlanningDepartmentStrategicPlanningSlides(2of2):

GOAL #3 Deliver New Facilities that Support the Universitys Mission

Strategy 3.5: Improve Infrastructure improvement planning

Objective 3.5.1. 80% of infrastructure projects integrated into Capital Construction Project Scopes
Status
Measure: % infrastructure projects associated with Capital Projects on the 6 year plan (appropriated and
non-appropriated)

Lead: Architectural Planning Dept

Strategy 3.6: Improve and Manage Campus Design Guidelines, Standards and Specifications
Status Objective 3.6.1. 80% of revisions integrated into the Design and Construction Manual based upon
periodic review and updates.

Measure: % of sections updated and posted.

Lead: Architectural Planning Dept

Strategy 3.7: Improve space utilization throughout the university.

Status
Objective 3.7.1.1 100% of space audits by Division ; Documented and updated into Archibus NLT
December 2012.

Measure: % Initial audits and updates completed.

Lead: Architectural Planning Dept
 Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Architectural
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements Planning

Strategy 2.3: Improve capital renewal/ deferred maintenance planning; prioritization, estimation,
and funding process

Objective 2.3.1. 80% of existing projects documented and input into the CRDM system by July 2011.

Measure: % of projects documented and input into the CRDM system.

Balanced Scorecard Category: Internal Business Process

PercentageofCompletion 0%

Submission 100
90
FundingApproval 80
70
60
CommitteeApproval 50
40
Scopes/Estimates 30
20
10
DraftPrioritization 0
Status
2ndQtr

4thQtr
3rdQtr

1stQtr
FY12
FY11
FY11
FY11

49
Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Architectural
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements
Planning
Strategy 2.3: Improve capital renewal/ deferred maintenance planning; prioritization, estimation,
and funding process

Objective 2.3.1. 80% of existing projects documented and input into the CRDM system by July 2011.
Measure: % of projects documented and input into the CRDM system.

Balanced Scorecard Category: Internal Business Process

ACTION PLAN
ActionsComplete
ConsolidatedR&RList
ListunderreviewbyM&O
WorkedwithFIStodevelopCRDMinArchibus
ReceivereviewbyM&O
ImplementationofCRDM
Dataentryofexistinglist
Prioritization

ActionsPlanned:
Prepforcommitteemeetings/fundingmeetings/
submission
MovetoPhase2 IntegrationofFCAP;FacilityQuality
Indexforbuildings;ProjectsTotal(conditionandquality
projects)/CRV.
Consideramendingtheobjectiveabovetoreflectphase2
50
Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Architectural
GOAL #3 Deliver New Facilities that Support the Universitys Mission Planning

Strategy 3.2 Improve the Six Year Plan for Appropriated Capital Improvements

Objective 3.2.1 100% of Capital Projects on the Appropriated and Non-Appropriated Six Year Capital
Improvements plan are approved and ready for submission to GA by Fall, 2011

Measure: % of projects with completed (pre-programs,OC25s, and Approvals).

Balanced Scorecard Category: Internal Business Process

PercentageofCompletion

100
90
80
70
60
50
40
30
20
10
0
Status
2ndQtr

4thQtr
3rdQtr

1stQtr
FY11
FY11
FY11

FY12
51
 Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Architectural
GOAL #3 Deliver New Facilities that Support the Universitys Mission Planning

Strategy 3.2 Improve the Six Year Plan for Appropriated Capital Improvements

Objective 3.2.1 80% of Projects on the Appropriated Six Year Capital Improvements Plan have completed
pre-programs by end of 2nd quarter FY 2011

ACTION PLAN
AppropriatedProjects ActionsComplete
o RequestedameetingwithLibraryStaffre:revised
ScienceBuilding* program
Burson BuildingModernizationandExpansion* o OfferedalternateplansforBelkGymandRDHwhichmay
ArtsandHumanitiesBuilding affectprojectsontheSixYearplan.
PhysicalPlantComplex
StudentHealthandWellnessCenter
StudentAcademicSuccessandRetentionCenter* ActionsPlanned:ValidatingPrograms
AtkinsLibraryModernization* o ScienceBuilding:PendingmeetingwithAA
BelkGymModernization* o Burson:PendingmeetingwithAA
Reese
Storrs
o StudentAcademicSuccessandRetentionCenter:
Colvard
PendingmeetingwithAA
Friday o AtkinsLibrary:Pendingmeetingwith
LandAcquisition UniversityLibrarian
SmithandCameron o ObtainguidanceonfutureofBelkGym(somefunding
CenterCityII maybenonappropriated)andRDH(whichcouldmean
takingPhysicalplantComplexoffthelistormodifyingit).
*PendingAAreview,changes,andapproval

52
Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Architectural
GOAL #3 Deliver New Facilities that Support the Universitys Mission Planning

Strategy 3.5: Improve Infrastructure improvement planning

Objective 3.5.1. 80% of infrastructure projects integrated into Capital Construction Project Scopes

Measure: % infrastructure projects associated with Capital Projects on the 6 year plan (appropriated and
non-appropriated)

PercentageofCompletion

100
90
80
70
60
50
40
30
20
10
0
Status
2ndQtr

4thQtr
3rdQtr

1stQtr
FY11
FY11
FY11

FY12
53
Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Architectural
GOAL #3 Deliver New Facilities that Support the Universitys Mission Planning

Strategy 3.5: Improve Infrastructure improvement planning

Objective 3.5.1. 80% of infrastructure projects integrated into Capital Construction Project Scopes

Measure: % infrastructure projects associated with Capital Projects on the 6 year plan (appropriated and
non-appropriated)
Balanced Scorecard Category: Internal Business Process

ACTION PLAN

ActionsComplete:
o ReceivelistofprojectsandestimatesfromASG
o EstablishCapitalProjectAreasofResponsibility
o IntegrateListofInfrastructureintoCapitalProjects
o Addestimatesofprobablecostsforinfrastructureto
theestimates
o SubmittedrevisedestimatestoGA

ActionsPlanned:
o Updateandreviewbasedonupdatedinformation
(SouthVillage,theCRIElectricalCircuit,potential
changestotheAppropriated6yearList,etc)

54
 Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Architectural
GOAL #3 Deliver New Facilities that Support the Universitys Mission Planning

Strategy 3.6: Improve and Manage Campus Design Guidelines, Standards and Specifications

Objective 3.6.1. 80% of revisions integrated into the Design and Construction Manual based upon
periodic review and updates.

Measure: % of sections updated and posted.

Balanced Scorecard Category: Internal Business Process

PercentageofCompletion

Publish 100
90
80
RefineDocument 70
60
50
40
ReviewDocument
30
20
10
ReceiveDocument 0
Status
2ndQtr

4thQtr
3rdQtr

1stQtr
FY11
FY11
FY11

FY12
55
Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Architectural
GOAL #3 Deliver New Facilities that Support the Universitys Mission Planning

Strategy 3.6: Improve and Manage Campus Design Guidelines, Standards and Specifications

Objective 3.6.1. 80% of revisions integrated into the Design and Construction Manual based upon
periodic review and updates.

Measure: % of sections updated and posted.

Balanced Scorecard Category: Internal Business Process

ACTION PLAN
ActionsComplete:
o ASGhasprovidedtheirfinalproduct
o ArchitecturalPlanningTeamhasgonethroughentiredocumentfor
corrections
o Designmanualhasbeenposted
o Ameetingwasheldwiththedepartmentsandsectionsforreview
distributed.
o ConductedmajorreviewwithCapital,DesignServices,andsomeconsultant
input.

ActionsPlanned:
o ReceiveinputfromtheDepartments
o Compilechanges
o Conductquarterlyupdates
56
Facilities Management Strategic Planning Session First Quarter FY 2012 Lead
Architectural
GOAL #3 Deliver New Facilities that Support the Universitys Mission Planning

Strategy 3.7: Improve space utilization throughout the university.

Objective 3.7.1.1 100% of space audits by Division ; Documented and updated into Archibus NLT
December 2012.

Measure: % Initial audits and updates completed.

PercentageofCompletion

100
90
80
70
60
50
40
30
20
10
0
Status
2ndQtr

4thQtr
3rdQtr

1stQtr
FY11
FY11
FY11

FY12
57
 Facilities Business Office
Report
Melanie Witherspoon, Director
Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #4 Perfect a Customer Focused Organization FBO

Strategy 4.1 Continually Improve Customer Service/Satisfaction

Annual objective
Objective 4.1.1 Achieve Overall FM Customer Satisfaction of 85%

Measure: Annual Customer Survey Results: Percentage of customers agreeing or strongly agreeing with the statement:
Overall I am satisfied with the service I received from Facilities Management.

Balanced Scorecard Category: Customer Perspective

OverallSatisfactionwithFacilitiesManagement
Services
100
90
89 Goal =85%
80
70
69
% 60
50
OverallSatisfaction(%)
40
30
20
10 N/A

0
FY2008 FY2009 FY2010
STATUS

59
GOAL #4 Perfect a Customer Focused Organization
Lead
Strategy 4.1 Continually Improve Customer Service/Satisfaction FBO
Objective 4.1.1 Achieve Overall FM Customer Satisfaction of 85%

ACTION PLAN

ActionsComplete

ActionsPlanned
DevelopplanwithUNCCharlotteUrbanInstitutetoadministertheFY12CustomerSatisfactionSurvey.
AnticipatedsubmissiontoAVCforreviewandapprovalisFebruary2012.SurveyadministrationinMarch/April2012.

60
Facilities Management Strategic Planning Session 1st Quarter FY 2012
Lead
GOAL #4 Perfect a Customer Focused Organization FBO

Strategy 4.1 Continually Improve Customer Service/Satisfaction

Annual objective
Objective 4.1.2 Achieve overall FM Unit Customer Satisfaction of 85%
(Units are Motor Fleet, M&O, Housekeeping, Recycling, Grounds, and Billing/FBO)

Measure: Annual Customer Survey Results

Balanced Scorecard Category: Customer Perspective

STATUS

61
GOAL #4 Perfect a Customer Focused Organization
Lead
Strategy 4.1 Continually Improve Customer Service/Satisfaction FBO
Objective 4.1.2 Achieve overall FM Unit Customer Satisfaction of 85%
(Units are Motor Fleet, M&O, Housekeeping, Recycling, Grounds, and Billing/FBO)

ACTION PLAN

ActionsCompleted
FacilitiesBusinessOffice:
Reviewofknowncustomerissuesregardingcommunication,billing,etc.
ResearchofpeerinstitutionwebsitestodeterminewaystoleverageexternalwebsiteforFBO
DraftwebpagesforSafety,Training,andBillingdevelopedbutnotyetpublished
MetwithFOps Directortodiscusspotentialcollaborationinsomeareas.

ActionsPlanned
FacilitiesBusinessOffice:
HireCommunicationsOfficer
UponcompletionoftheEmployeeSatisfactionSurvey,workwiththeUrbanInstitutewillcommenceforthe
CustomerSatisfactionannualsurvey.Ifapproved,thisprojectwillbegininMarchandendinApril.Goalisto
completepriortograduation.

62
Facilities Management Strategic Planning Session 1st Quarter FY 2012
Lead
GOAL #5 Develop a valued, well-trained, motivated and diverse workforce FBO

Strategy 5.1 Recruit a talented and diverse workforce in a timely fashion

Objective 5.1.1 Benchmark vacancy time of no longer than 80 calendar days Nonexempt
Benchmark vacancy time of no longer than 120 calendar days - Exempt

Measure: Days needed to fill vacant position

Balanced Scorecard Category: Innovation and Learning Perspective/Learning and Growth

AverageNumberofDaystoFillNonexempt(Hourly)
Vacancies
140
126

120

99
100

80
Goal:
#ofNonExemptHires 80days
AveragenumberofDays 60

40

20 STATUS
6 8
0 0 0 0
0
Q1 Q2 Q3 Q4
63
Facilities Management Strategic Planning Session 1st Quarter FY 2012
Lead
GOAL #5 Develop a valued, well-trained, motivated and diverse workforce FBO

Strategy 5.1 Recruit a talented and diverse workforce in a timely fashion

Objective 5.1.1 Benchmark vacancy time of no longer than 80 calendar days Nonexempt
Benchmark vacancy time of no longer than 120 calendar days - Exempt

Measure: Days needed to fill vacant position

Balanced Scorecard Category: Innovation and Learning Perspective/Learning and Growth

AverageNumberofDaystoFillExempt(Salaried)Vacancies
120
Goal:
120days
99
100

80

#ofExemptHires 60
AveragenumberofDays

40

20
STATUS

0 0 1 0 0 0 0
0
Q1 Q2 Q3 Q4 64
Facilities Management Strategic Planning Session 1st Quarter FY 2012
Lead
GOAL #5 Develop a valued, well-trained, motivated and diverse workforce FBO
Strategy 5.1 Recruit a talented and diverse workforce in a timely fashion
Objective 5.1.1 Benchmark vacancy time of no longer than 80 calendar days Nonexempt
Benchmark vacancy time of no longer than 120 calendar days - Exempt

Measure: Days needed to fill vacant position

Balanced Scorecard Category: Innovation and Learning Perspective/Learning and Growth

ACTION PLAN

ActionsComplete
RevampedHiringProcess
ImplementednewHRISforFMHR
ReviewednewPeopleAdmin program.

ActionsPlanned
1. ExperiencingdelaysinprocessingduetonewPeopleAdmin implementation;

65
 Facilities Management Strategic Planning Session - 1st Quarter FY 2012
Lead
GOAL #5 Develop a valued, well-trained, motivated and diverse workforce FBO
(22%)
Strategy 5.1 Recruit a talented and diverse workforce in a timely fashion
Objective 5.1.2 100% of positions filled through targeted selection process by FY 2010

Measure: Completion of hiring checklist by hiring manager (including on-boarding)

Balanced Scorecard Category: Innovation and Learning Perspective/Learning and Growth

PositionsfilledusingTargetedSelection
10
9
9
90%
8
100% 7
7
6 6
6
#ofHires
5
#NumberNonExemptHired
#NumberExemptHired
4

2
1 STATUS
1
0 0 0 0 0 0 0
0
Q1 Q2 Q3 Q4
66
Facilities Management Strategic Planning Session 1st Quarter FY 2012
Lead
GOAL #5 Develop a valued, well-trained, motivated and diverse workforce FBO
Strategy 5.1 Recruit a talented and diverse workforce in a timely fashion
Objective 5.1.2 100% of positions filled through targeted selection process by FY 2010

Measure: Completion of hiring checklist by hiring manager (including onboarding)

Balanced Scorecard Category: Innovation and Learning Perspective/Learning and Growth

ACTION PLAN

ActionsComplete

ActionsPlanned
1. CommunicationtoManagersandSupervisors moreguidanceonprocess
2. DevelopTargetedSelectiononlinetrainingsession

67
Facilities Management Strategic Planning Session 1st Quarter FY 2012
Lead
GOAL #5 Develop a valued, well-trained, motivated and diverse workforce FBO

Strategy 5.2 Implement training system to enhance employee performance and provide career growth
Objective 5.2.1 Increase Supervisor/Manager Training to 40 Hours per Year

Measure: Average Hours of Training provided to or Obtained by Supervisors and Managers

Balanced Scorecard Category: Innovation and Learning Perspective/Learning and Growth

Training
FY12
Hours TrainingHoursforSupervisors&ManagersbyQuarter

1800
AnnualTarget=40hrsea
(43X40hrsea=1,720hrs)
1500 TrainingHoursbyQTR
YTDTrainingHours
1200
Fiscal2012Results:
Goal
1720hrs
900 Actual
195hrs(11%)
600

300
195hrs
STATUS

0
Q1 Q2 Q3 Q4

68
GOAL #5 Develop a valued, well-trained, motivated and diverse workforce
Lead
FBO
Strategy 5.2 Implement training system to enhance employee performance and provide career growth
Objective 5.2.1 Increase Supervisor/Manager Training to 40 Hours of per year.

ACTION PLAN

ActionsCompleted
CompletedElectricianMatrixdevelopment

ActionsPlanned
1. UnveilElectricalLab
2. Continuematrixupdates HVACunderway
3. ContinuedreviewofLeadershipDevelopmentMatrix
4. Developcompliancetrainingandmissionspecifictrainingmetrics

69
 Facilities Management Strategic Planning Session 1st Quarter FY 2012
Lead
GOAL #5 Develop a valued, well-trained, motivated and diverse workforce FBO

Strategy 5.2 Implement training system to enhance employee performance and provide career growth
Objective 5.2.2 Increase employees training to 20 Hours per year.

Measure: Average hours of training provided to or obtained by front line employees

Balanced Scorecard Category: Innovation and Learning Perspective/Learning and Growth

Training
Hours FY12
TrainingHoursbyQuarter(nonmanagement)
7000
AnnualTarget 20hrsea
(323employeesx20hrsea
6000 =6,460 hrstotal)
TrainingHoursbyQTR
5000 YTDTrainingHours
Fiscal2012Results:
4000 Goal
6,460hrs
3000
Actual
495hrs(8%)
2000

1000 495hrs

0
Q1 Q2 Q3 Q4
STATUS

70
 FY12YTDTrainingHours&Percentages
(1st Quarter)
Unit/Zone Hours %YTD Unit/Zone Hours %YTD

DesignServices 12 4% FacilitiesOperations 0 0
Grounds 30 3% Zone4 17 5%
FIS 6 4% CentralOperations 21 26%
SteamPlant 0 0 Auto 66.5 48%

Zone7 16.5 6% Recycling 70.5 21%

CapitalProjects 17 6% Planning/Architectural 12.5 13%
Housekeeping 271 10% RealEstate/LandUse 28 28%
LockShop 0 0 BusinessOffice 29 15%
Zone5 0 0 AVC 53 88%
Zone 3 N/A N/A
HighVoltage&FireAlarms 0 0
Zone1 0 0
Zone6 0 0
Zone2 40 15% 71
GOAL #5 Develop a valued, well-trained, motivated and diverse workforce
Lead
Strategy 5.2 Implement training system to enhance employee performance and provide career growth FBO
Objective 5.2.2 Increase employees training to 20 Hours per year.

Measure: Average hours of training provided to or obtained by front line employees

Balanced Scorecard Category: Innovation and Learning Perspective/Learning and Growth

ACTION PLAN

ActionsComplete
WorkedwithUNCCharlotteContinuingEdtocreateLeadershipTrainingProgramforsupervisors,
managersanddirectors.SuccessfullycompletionwillresultinacertificateofgraduationandCEU
credits.
TrainingprogramsubmittedtoAVCforreview

ActionsPlanned
1. DevelopplanfornewLunchandLearnSeries
2. DevelopcaseforanFMComputerTrainingLab
3. Continuedevelopmentoftrainingmatrixfortradespositions
4. PCskillstrainingforinfrequentusersinpreparationforWebTimeentry,PeopleAdmin,etc.

72
GOAL #5 Develop a valued, well-trained, motivated and diverse workforce
Lead
FBO
Strategy 5.3 Retain a Quality Workforce
Objective 5.3.1 Maintain the Annual Employee Turn-over Rate to <14%

Measure: Annual Employee Turn-over Rate

Balanced Scorecard Category: Innovation and Learning Perspective/Learning and Growth

ACTION PLAN

ActionsComplete
Revampedemployeeexitinterviewprocess webbased

ActionsPlanned

1. Developsuccessionplanformanagement

73
GOAL #5 Develop a valued, well-trained, motivated and diverse workforce
Lead
Strategy 5.3 Improve Employee Satisfaction FBO
Objective 5.3.2 Achieve 85% Overall Employee Job Satisfaction on the Annual Employee Satisfaction Survey

ACTION PLAN

ActionsComplete
InitialsurveyplanningmeetingsheldwithUrbanInstitute
Directorsaskedforinputregardingsurvey potentialchanges,updates,etc.
BETAtestingofsurveycompleted

ActionsPlanned
SurveyadministrationbytheUrbanInstitutetocommenceatthebeginningofNovember2011.
SurveytocompleteinDecember2011.
ReportanticipatedinJanuary2012.

74
Facilities Management Strategic Planning Session 1st Quarter FY 2012
Lead
GOAL #6 Promote Good Stewardship FBO

Strategy 6.1 Promote Fiscal Responsibility

Objective 6.1.1 Effectively tracking and monitoring expenditures to ensure funds/accounts are not over-
expended at the end of each month.

Measure: Main Operating Fund Variance Report

Balanced Scorecard Category: Financial Perspective

STATUS

75
GOAL #6 Promote Good Stewardship
Lead
Strategy 6.1 Promote Fiscal Responsibility FBO
Objective 6.1.1 Effectively tracking and monitoring expenditures to ensure funds/accounts are not over-
expended at the end of each month.

ACTION PLAN

ActionsComplete
Periodicallyreviewexpenditurereportsaspartofcontinuousimprovementeffort;
MetwithkeystakeholderswithinFacilitiesOperationstodiscussprocessimprovementsandnew
operationalmethods(i.e.,useofstandardizedaccountcodes,thefinancialreport,etc.)

ActionsPlanned
AspartofFMsTrainingandDevelopmentAcademy,createtrainingcourse FMBudgeting101
whichwillfocusonbudgetmanagementskills.Programdevelopmentplacedonholddueto
turnoverandimplementationofnewtechnology;

76
Facilities Management Strategic Planning Session 1st Quarter FY 2012
Lead
GOAL #6 Promote Good Stewardship FBO

Strategy 6.1 Promote Fiscal Responsibility

Objective 6.1.3 Lower Administrative Cost/GSF to +/-5% of the APPA Average for Peer Institutions

Measure: Administrative cost/GSF from annual APPA Facilities Performance Indicators Report (APPA Benchmark)

Balanced Scorecard Category: Financial Perspective

TotalAdministrativeCost/GSF
0.80
0.72 0.67
Actual=$0.72
0.70
0.63
0.58
0.60 TargetRangebetween$0.63and$0.57
0.53 0.50
0.50 0.66 0.60
0.54
0.39
0.40 0.56 0.51
0.47 FY2008
0.40 0.41
0.30 0.36 FY2009

0.39
0.20

0.10
0.00
0.00
UNC ECU UNCG UMBcnty UTexSanA. UNLV Western Georgia Georgia SanDiego
Charlotte Mich State Southern State

STATUS

77
GOAL #6 Promote Good Stewardship
Lead
Strategy 6.1 Promote Fiscal Responsibility FBO
Objective 6.1.1 Lower Administrative Cost/GSF to +/-5% of the APPA Average for Peer Institutions

ACTION PLAN

ActionsComplete
Datareceivedfrommostsurveyparticipants
Dataentryintosurveymoduleis35%complete.

ActionsPlanned
1. SubmitsurveydatarequirementstoallparticipantsinJuly2011
2. SurveyopenthroughDecember2011;GoaltosubmitforreviewtoAVCFMisNovember15,2011.

78
Facilities Management Strategic Planning Session 1st Quarter FY 2012
Lead
GOAL #6 Promote Good Stewardship FBO

Strategy 6.1 Promote Fiscal Responsibility

Objective 6.1.2 Increase Grants and Supplemental Funding to the Department by 25%

Measure: Total dollar amount of grants and supplemental funding

Balanced Scorecard Category: Financial Perspective

GrantsandSupplementalFunding
$90,000
$80,000
$70,000 $78,045 Awards
Grants
$60,000
Amount($)

$50,000
$40,000
$30,000
$20,000
$10,000 $4,000 $4,000
$0 $0 $0 $0 0
$0
2008 2009 2010 2011
FiscalYear

STATUS

79
GOAL #6 Promote Good Stewardship
Lead
Strategy 6.1 Promote Fiscal Responsibility FBO
Objective 6.1.2 Increase Grants and Supplemental Funding to the Department by 25%

ACTION PLAN

ActionsComplete
GrantawardedforEnergyAnalystposition.PositionreportstoEnergyManager.
GrantawardedfromARRA NCDepartmentofEnergy TonySchallert isPI.
Determinedbestdepositvenueformoniesreceived.Dilemma:howtominimizeGFrestrictionson
awardmoniesreceived;WorkedwithSponsoredPrograms,BudgetOfficeandDevelopmentto
determineviable,legalsolution

ActionsPlanned
1. Encourageindividualstoparticipateinproposaldevelopment;Suggestthatbriefparagraphson
conceptualideasforgrantsbedevelopedforfutureusebyGrantsManagementSpecialist.
2. BoastefforttolocateexternalfundingopportunitiesthatalignwithFMsstrategicvision,mission
andgoals.
3. Provideassistanceindevelopingastrongproposalresponsetoexternalfundingcollaborationwithin
FM.

80
Facilities Information Systems
Report
Ray Dinello, Director
 FM5YPPrioritizedProjects FY11
1. CapitalRenewal/DeferredMaintenance(CRDM)ProcessReengineering
2. EnterpriseDataAssistant(EDA)Project(Recycling,FOWR,HSKPG,FCAP,AssetMgmt)
3. ArchibusWebCentralSpaceAudit
4. CustomerServiceImprovements(Communication) HOLD
5. Archibus EquipmentandPMManagement
6. TridiumEnergyManagement PhaseOne:SOP,InventoryandEnergyReporting
7. ArchibusKeyManagement PhaseOne&Two
8. InfrastructureDrawingsandMapping PhaseOne:Archibus/ESRIExtensionsOverlay
configurationandSafetyEquipmentidentification
9. PrimaveraP6&ContractManagementContinuousImprovements
10. ArchibusDocumentManagement DrawingandDocumentArchive
11. ArchibusSoftwareLifecycleImprovement(Begin:6/15/2011 8/30/2011)

82
Facilities Management Strategic Planning Session Second Quarter FY 2011
Lead
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements FIS

Strategy: 2.1 Maximize Facilities Management Effectiveness and Efficiency through Information Technology
Objective: 2.1.1 Completion of the Facilities Management Five-Year Technology Plan by Fiscal 2015

Measure: Completion of Five-Year Technology Milestones

Task Completion Milestones Percentage (FY10 FY15)

Balanced Scorecard Category: Internal Processes

CurrentProjectPercentageCompletionStatus
100.00%
90.00%
80.00%
70.00%
60.00%
FY11Q4
50.00%
FY11Q3
40.00% FY11Q2
30.00% FY11Q1
20.00%
10.00%
0.00%
83
Facilities Management Strategic Planning Session Second Quarter FY 2011
Lead
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements FIS

Strategy: 2.1 Maximize Facilities Management Effectiveness and Efficiency through Information Technology
Objective: 2.1.1 Completion of the Facilities Management Five-Year Technology Plan by Fiscal 2015

Measure: Completion of Five-Year Technology Milestones

Task Completion Milestones Percentage (FY10 FY15)

Balanced Scorecard Category: Internal Processes

100.00%

90.00%

80.00%

70.00%

60.00%
CumulativeProjectAverage
50.00%
BaselineAverage

40.00%

30.00%

20.00%

10.00% STATUS

0.00%
Qtr1FY11 Qtr2FY11 Qtr3FY11 Qtr4FY11
GOAL #2 Successfully Adapt Existing Facilities to Meet New Requirements
Lead
Strategy: 2.1 Maximize Facilities Management Effectiveness and Efficiency through Information Technology FIS
Objective: 2.1.1 Completion of the Facilities Management Five-Year Technology Plan by FY 2015

ACTION PLAN
ActionsCompleted:
1. CompletedSpaceAuditopentrainingsessionsinNovemberandfinalizereports.
2. CompletedCapitalRenewal/DeferredMaintenance(CRDM)ProcessReengineeringProject
Brainstormingsession,developedCharter,InitialWFandscheduleofworkshops/Steering
committee.
3. BAS/Tridium DavidChampionstarted11/1/2010andhasstartedBASInventoryandSOP
4. KeyManagement CloseoutPhaseoneDevelopmentsforfinalizingsignoff
5. StartedfirstCustomerWorkgroupsforArchibusProjectManagement
6. EnterpriseDataAssistant(EDA)
1. CompletedWF,SOP,andprintedbinlabelsforRecyclingPilot.
2. CompletedWFandSOPFOWorkRequests.(Shopshavecompleted65%Buildingbarcodelabels)
7. GISandDrawings NowavailabletoallofcampusFSunderWRCustomerrole.

ActionsPlanned:
1. SpaceAudit WorkwithAAandArtPlanningtoperformFMSpacecleanupandtoestablish
deadlinetocloseoutfirstspaceaudit.
2. EnterpriseDataAssistant(EDA)BeginpilotforRecyclingandFOpilotshopsinFebruary.
3. CRDM FinalizeprocessworkflowandSOP
4. BAS/Tridium CompleteInventory.CompletecurrentbuglistonallAXJACEpanels.Begin
monthlyBASmeetings.
5. PrimaveraContractManagement Haveplanfornextstepsforimprovement
85
Housekeeping Report
Brian Guns, Director
Facilities Management Strategic Planning Session 1st Quarter FY 2012
Lead
GOAL #1 Improve Maintenance and Operations of the Campus Housekeeping

Strategy: 1.4 Improve Housekeeping Processes

Objective: 1.4.1 Achieve APPA Level 2 in 98% of Buildings

Measure: Percentage of buildings meeting APPA Level 2 cleanliness standards during quarterly inspection (APPA Benchmark)

Balanced Scorecard Category: Internal Business Process

APPALEVELS
Percentage=94%
96%
94%
94%
92% 93%
90%
90%
88%
86%
84%
84%
82%
80%
78%
FY112ndQTR FY113rdQTR FY114thQTR FY121stQTR

STATUS

87
GOAL #1 Improve Maintenance and Operations
Lead
Strategy: 1.4 Improve Housekeeping Processes Housekeeping
Objective: 1.4.1 Achieve APPA Level 2 in 98% of Buildings

ACTION PLAN

ActionsComplete
Allbuildingsnotinrenovationaudited(selfaudit)
Changedcharttoreflectsummarydataforlastfourquarters

ActionsPlanned
Continuequarterlyselfaudits
WriteRFPforexternalbenchmarkanalysis
Establishsubjectmatterexperttrainingpositionforhousekeeping

88
Facilities Management Strategic Planning Session 1st Quarter FY 2012
Lead
GOAL #6 Promote Good Stewardship Housekeeping

Strategy 6.1 Promote Fiscal Responsibility

Objective 6.1.4 Achieve Custodial Costs/GSF Plus or Minus 5% of the APPA Average for Peer Institutions
(Internal UNC Peers = East Carolina, Greensboro)
(National Peers University of Maryland-Baltimore County, UNLV, University of Texas at Arlington, University of Texas
at San Antonio, Western Michigan University.)

Measure: Custodial Costs/GSF from annual APPA Facilities Performance Indicators Report (APPA Benchmark) = Salaries + Supplies/GSF

Balanced Scorecard Category: Financial Perspective

CustodialTotalCost/GSFComparison
STATUS
$2.50

$2.00

$1.50
___________________________________________________________
___________________________________________________________2007 Baseline
$1.38Target
___________________________________________________________$1.24Range
$1.00 Custodial

$0.50

$
UNCCharlotte ECU UNCG UMBCnty UTex UTexSanA. UNLV WesternMich SRAPPA
Arlington

89
GOAL #6 Promote Good Stewardship
Lead
Strategy 6.1 Promote Fiscal Responsibility Housekeeping
Objective 6.1.4 Achieve Custodial Costs/GSF Plus or Minus 5% of the APPA Average for Peer Institutions
(Internal UNC Peers = East Carolina, Greensboro)
(National Peers = University of Maryland-Baltimore County, UNLV, University of Texas at Arlington, University of Texas
at San Antonio, Western Michigan University.

ACTION PLAN

ActionsComplete
None

ActionsPlanned
IndepthstudyofUNCCFMcustodialcosts/GSF
Furtherinvestigatewhycustodialcostpersquarefootishigherandcostperstudent
lower.
Obtaincustodialcost/studentforourNationalPeerInstitutions
Findoutifourpeersincludednonacademicspacesintheircostpersq.ft.
Beginstudytodeterminepossibilityofreductionofstaffduetobudgetconstraints

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 HousekeepingWorkRequest
CustomerSatisfaction

Percentages Percentages

38%Satisfied 91%Satisfied
4%NotSatisfied 8%NotSatisfied
36%N/A
22%NonResponsive

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 Recycling Report
Kathy Boutin-Pasterz, Coordinator
Shannon Caveny-Cox
Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #6 Promote Good Stewardship Recycling

Strategy 6.2 Develop a Sustainable Campus

Objective 6.2.1 Increase Recycling of Construction and Demolition Materials on Renovations to 50% of Total C&D Waste

Measure: Pounds of C & D waste recycled divided by total pounds of C & D waste

Balanced Scorecard Category: Financial Perspective

InformalProjects MaterialsDisposed
1stQtrFY12

200
27% 31% 45%
180

160
Landfilled
21% 53%
140
TonsDisposed

120 91 Recycled
130 122
100 60
80 105

60

40
67
55 75
20 48
28
0
1stQtr11 2ndQtr11 3rdQtr11 4thQtr11 1stQtr11

93
GOAL #6 Promote Good Stewardship
Lead
Strategy 6.2 Develop a Sustainable Campus Recycling
Objective 6.2.1 Increase Recycling of Construction and Demolition Materials on Informal Projects and Renovations to
50% of Total C&D Waste

ACTION PLAN

ActionsComplete
Firstattemptatceilingtilerecycling Colvard 4th &5th floorswasverysuccessfulthanks
toDrew(projectmanager).Shippedtwotractortrailerloads.
ActionsPlanned
NeedtodeterminemethodtoseparateSurplusmaterialsanditemsfromResidenceLife
out;rightnowtheycountagainstourrecyclingrates.
Closermonitoringondesignprojectstoensureweightticketsreceivedfromcontractors.
Pursuepartnershipsthatallowforalternativedisposalmethods.

94
Facilities Management Strategic Planning Session First Quarter FY 2012
Lead
GOAL #6 Promote Good Stewardship Recycling

Strategy 6.2 Develop a Sustainable Campus

Objective 6.2.2 Increase Recycling of Construction and Demolition Materials on Capital Projects to 50% of Total C&D Waste

Measure: Pounds of C & D waste recycled divided by total pounds of C & D waste

Balanced Scorecard Category: Financial Perspective

Weightstoovariedtographeffectively.
Recyclingrateis85%+onallCapitalprojects.

95
GOAL #6 Promote Good Stewardship
Lead
Strategy 6.2 Develop a Sustainable Campus Recycling
Objective 6.2.2 Increase Recycling of Construction and Demolition Materials on Capital/Formal Projects to 50% of
Total C&D Waste

ACTION PLAN

ActionsComplete
Allratesare85%+forCapitalprojects.

ActionsPlanned
Continuemonitoringprojectsandactingasresourceforcontractors.

96
Facilities Management Strategic Planning Session 2nd Quarter FY 2011
Lead
GOAL #6 Promote Good Stewardship Recycling

Strategy 6.2 Develop a Sustainable Campus

Objective 6.2.3 Increase Percent of Solid Waste Recycled on Campus by 5%

Measure: Pounds of solid waste recycled annually divided by total solid waste

Balanced Scorecard Category: Financial Perspective

97
 GOAL #6 Promote Good Stewardship
Lead
Strategy 6.2 Develop a Sustainable Campus Recycling
Objective 6.2.3 Increase Percent of Solid Waste Recycled on Campus by 5% in five year (base year 2008)

ACTION PLAN

ActionsComplete TOTALrecyclingforquarter42%
Continuetoprovidetimelyandefficientcollectionserviceofrecyclableandreusableitemstotheentirecampusand outreach
effortstoUniversitycommunity
ContinuetoPartneredwithHousekeepingonthenewminiofficetrashcanreductionprogram
2MasterStudentsfromCivilEngineeringwillassistRecycling/Grounds/SustainabilityDepartmentstodesigncomprehensivefood
compostingprogramSummer2011semester
DevelopingRFPforoutdoorrecycling/trashbins
DevelopingRFPforwastehauler
Continueeducationaloutreachandpromotion
ContinuetochairCarolinaRecyclingCoalitionsCollegiateRecyclingCouncil.
continuetobeadvisorstoEARTHClubandCGI
workingwith2012NCAPPAconferencecommittee
1stQuarterActionsPlanned
Continuetoprovidetimelyandefficientcollectionserviceofrecyclableandreusableitemstotheentirecampus
Continueeducationaloutreachandpromotion
willattendallnewstaffandfacultyorientationsessions,meetwithRA/RMs,WeekofWelcomePrograms,etc
DesigningZeroWasteOptionsforFOOTBALL
AssistSustainabilityCoordinatorwithZeroWasteGoalandAmericanCollege&UniversityClimateCommitment

98
** END **