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UGL Unicco Program Absolutes
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
UGL Unicco Program Absolutes
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.
UGL Unicco Program Absolutes
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
UGL Unicco Program Absolutes
Our Approach
ADOCUMENT PROGRAM
BREPORT ON PERFORMANCE
CCONTINUOUSLY IMPROVE
UGL Unicco Program Absolutes
•Account Manuals•SOPs•Job Plans
ADOCUMENT PROGRAM
The Framework
UGL Unicco Program Absolutes
The Framework
• Internally•Externally to Client•Reporting Guides
BREPORT ON
PERFORMANCE
UGL Unicco Program Absolutes
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
UGL Unicco Program Absolutes
Tools & Resources
• Develop toolkits
• Implement onsite with the team
• Go in the field to uncover challenges and great practices
UGL Unicco Program Absolutes
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!
UGL Unicco Program Absolutes
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.
UGL Unicco Program Absolutes
Quarterly Reporting
• Services Overview
• The Team
• Key Performance Results and Trends
• Accomplishments
• Projects: Ongoing / Scheduled
• Next Period Goals
• Challenges
UGL Unicco Program Absolutes
Reporting Guides
Provides guidance for management on how to interpret and act upon results
UGL Unicco Program Absolutes
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
UGL Unicco Program Absolutes
“Good” and “Best” Practices
UGL Unicco Program Absolutes
“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
UGL Unicco Program Absolutes
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
UGL Unicco Program Absolutes
Contact Us!
Heidi Anderson-RhodesUGL [email protected] ext. 225
Sarah FisherBuilding [email protected]