2009 AFS Process Improvement Award

Conference and Event Services (CAES) and Davis Center Operations have been presented with the 2009 Administrative and Facilities Services (AFS) Process Improvement Award. CAES and Davis Center Operations were recognized for their joint effort to:

1. redesign the events resource system (R25) to meet planner needs and allow service providers to excel in their work;
2. ensure a seamless, high quality, and cost-effective customer experience; and
3. ensure that service providers accomplish their work efficiently and effectively, and that efforts are sustainable over the long-term.

It can be difficult for organizations to effectively review and improve the way that they serve their customers needs. CAES/Davis Center Operations used a continuous improvement method known as the Plan, Do, Check, Act Cycle (PDCA).
 
During the “Plan” phase of their project, the CAES/Davis Center Operations team interviewed their customers to gain an understanding of their experiences. Based on the results of these interviews, teams were assembled to develop solutions to challenges related to their areas of responsibility or expertise. The teams identified a number of areas for improvement that were implemented during the “Do” phase, including:

• Improving the R25 room scheduling system
• Improve training and communications for users
• Document policies, practices and procedures
• Review resource needs for the Davis Center
• Implement customer survey forms
• Merge the event set-up and support team, formerly within Physical Plant, into CAES
  

With the number of changes being implemented, it was critical that the CAES/Davis Center Operations team be able to “Check” on how they were doing. Managers have access to dashboard survey data updated on a monthly basis from both Davis Center and non-Davis Center events using evaluations e-mailed to customers immediately after their event. Pre- and post-event meetings have been implemented to solicit additional feedback and to proactively seek ways to improve events. Finally, regularly scheduled meetings are in place to engineer solutions to problems and challenges related to the implementation of recent solutions. During the “Act” phase, the information gathered from surveys and meetings is used to continuously review and improve existing services.
 
Since implementing the Team’s recommendations, survey data has shown that clients are seeing the intended improvement. CAES surveys clients on 15 points, from the timeliness of their response to the R25 request to the cost of services. Davis Center Operations surveys include 19 questions focusing on three areas: the initial contact between the client and Davis Center Operations; the day of the event; and food service (if applicable) with a goal to receive positive ratings from 90% or more of surveyed clients. As of December 31, 2009, many areas have shown significant improvement and 18 of the 19 rated areas exceeded Davis Center Operation’s target of 90% positive responses.

In recognizing the Team’s work, Bill Ballard, Associate Vice President-AFS said, “This CAES/Davis Center Operations effort exemplifies the AFS motto of ‘See the need, take the lead’. Continuous improvement is becoming a way of life for everyone in the Division of Finance and Enterprise Services and this cross-departmental multi-faceted initiative is a great example of how the PDCA cycle can help support that work.”
 
CAES/Davis Center Operations team members:
Michael Brevent – Scheduling Coordinator, CAES
Shane Cutler – Director, CAES
Patty Eldred – Director, AFS Auxiliary Services
Allen Josey – Director, Davis Center Operations
Geetha Ramanathan – Information Technology Manager
Dirk Rodricks – Assistant Director, Davis Center Operations


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Last modified May 17 2010 01:45 PM