PHYSICAL PLANT OPERATIONS
Savannah State University
Self Study and Strategic Plan
Summary Worksheet 1: Basic Operations
Unit: Physical Plant Operations
Leader: Mr. Ervin Ogden, Director
Mission Statement: Physical Plant is a support service to students, faculty, administrators
and staff with a department focus on the operation and maintenance of grounds, buildings, and
other physical facilities.
Guiding Principles:
1. Quality Service: Work must be scheduled, completed in a timely manner; and followed up to ensure quality results.
2. Customer Requirements and Expectation: Physical Plant must match requirements and expectations to service levels and resources; make necessary changes to satisfy customers’ needs, and follow up to ensure customers’ satisfaction.
3. Communication: Physical Plant must educate the customer on the value of services received, especially the invisible ones such as preventive maintenance. The communication effort helps to develop a positive perception.
4. Employee Training and Improvement: Employee training and improvement is essential to the success of Physical Plant. Physical Plant must ensure that all employees are well versed in customer service and modern technology in their respective fields.
5. Integrity is never compromised. The conduct of our Department must be pursued in a manner that is socially responsible and commands respect for its positive contributions. Our doors are open to men and women alike, without discrimination and without regard to ethnic origin or personal beliefs.
Worksheet 1 (cont’d)
Primary Clients:
1. Students
2. Faculty
3. Administrators
4. Staff
5. Visitors
Procedures Manual: When Available? August 1995
Basic Performance Indicators:
1. (Cost Effectiveness) Square footage cost shall be within 5% of similar size universities in Georgia and neighboring states.
2. (Time Efficiency) Work response time of three (3) days for all work orders.
3. (Staff Productivity) Completion of 75% of work orders monthly.
4. (Customer Satisfaction) Conduct performance survey; building coordinators committee.
5. (Higher Ed Benchmark) Level of service shall match or exceed similar universities in Georgia.
University Initiative Responses:
1. (SACS Issues) Physical Plant shall provide support services that will promote academic excellence.
2. (BOR Issues) Physical Plant shall provide facilities that will support a quality learning environment that will support its academic mission.
3. (Strategic Plan Issues) Physical Plant shall strengthen standards and improve quality through improved planning and operations.
4. (Presidential Vision Issues) Physical Plant shall provide a quality educational,
physical and social environment that supports learning.
PHYSICAL PLANT OPERATIONS
Savannah State University
Self Study and Strategic Plan
Summary Worksheet 2: Unit Planning Objectives
Organizational Unit: Physical Plant Operations_______________ Goal # 1
Describe Goal: To enhance the quality of student life provided by Plant Operations.
Action Steps:
1. Construct new residence halls with all the modern technology provided in each
room.
2. Continue a plan of operation that will provide direct input from residence
directors to Physical Plant Department.
3. Continue to develop and implement a plan to improve accessibility and provide
modern technology.
4. Continue to develop and implement a plan to improve building safety.
5. Develop a plan to enhance the physical environment by providing additional
training and seminars for custodial, grounds and building maintenance
employees.
Expected Outcome(s):
1. Meet with residence directors monthly and listen to concerns.
2. Upgrade ADA, accessibility through building upgrades.
3. Install central monitoring system and connect the alarm system in campus
police station.
Goal #1 (cont’d)
4. Renovate and replace existing residence hall.
5. Students’ living environment will increase retention with the improved
conditions.
Effectiveness Measurement Techniques:
1. Customer Satisfaction Survey
2. Percent of work orders completed.
3. High retention of students living in residence halls.
4. Reduction in student complaints.
Responsible Party: Ervin Ogden Office Phone: 351-3814
E-mail: ogdene@tigerpaw.savstate.edu
Due Date (Expected Completion): on-going
Unit Leader Commitment: ______________________________ (date) ________________
Supervisor Approval: __________________________________ (date) ________________
Vice President Approval: _______________________________ (date) ________________
Effectiveness Committee Review: ________________________ (date) ________________
PHYSICAL PLANT OPERATIONS
Savannah State University
Self Study and Strategic Plan
Summary Worksheet 2: Unit Planning Objectives
Organizational Unit: Physical Plant Operations Goal # 2
Describe Goal: To enhance overall communication of established procedures and policies
of Physical Plant Operations.
Action Steps:
1. Continue to implement procedures that will provide departments and employees
with an improved level of understanding of procedures and policies of Physical
Plant Operations.
2. Provide newsletter.
3. Provide policies and procedures workshop.
4. Create awareness of the role of Physical Plant and the services rendered.
5. Redirect the customer’s focus from isolated problems to awareness of services
provided.
Expected Outcome(s):
1. Improve Physical Plant’s communication with employees.
2. Keep employees informed on new policies and procedures.
3. Increase knowledge and understanding of SSU’s policies and procedures.
4. Increase customer satisfaction.
Goal #2 (cont’d)
Effectiveness Measurement Techniques:
1. Customer Satisfaction Survey
2. Customers following policies and procedures when requesting services.
3. Reduction in complaints.
Responsible Party: Ervin Ogden Office Phone: 351-3814
E-mail: ogdene@tigerpaw.savstate.edu
Due Date (Expected Completion): December 2000
Unit Leader Commitment: ______________________________ (date) ________________
Supervisor Approval: __________________________________ (date) ________________
Vice President Approval: _______________________________ (date) ________________
Effectiveness Committee Review: ________________________ (date) ________________
PHYSICAL PLANT OPERATIONS
Savannah State University
Self Study and Strategic Plan
Summary Worksheet 2: Unit Planning Objectives
Organizational Unit: Physical Plant Operations Goal # 3
Describe Goal: To enhance the quality and performance of personnel within Physical Plant
Operations
Action Steps:
1. Continue to improve the training and development of employees.
2. Continue to determine specific deficiencies.
3. Develop/modify plan of action.
4. Schedule training sessions/workshops.
5. Continue to employ individuals with a higher level of professional skills.
Expected Outcome(s):
1. Employees to become more effective in their job assignments.
2. Identify deficiencies and set up policies to correct them.
3. Improve level of performance.
4. Improve productivity and quality of service.
5. Improve overall quality of service.
6. Reduction in operating cost.
Goal #3 (cont’d)
Effectiveness Measurement Techniques:
1. Customer Satisfaction Survey
2. Percent of work orders completed.
3. Reduction in repeated work.
4. Reduction in downtime for equipment/building services.
Responsible Party: Ervin Ogden Office Phone: 351-3814
E-mail: ogdene@tigerpaw.savstate.edu
Due Date (Expected Completion): on-going
Unit Leader Commitment: ______________________________ (date) _______________
Supervisor Approval: __________________________________ (date) ________________
Vice President Approval: _______________________________ (date) ________________
Effectiveness Committee Review: ________________________ (date) ________________
PHYSICAL PLANT OPERATIONS
Savannah State University
Self Study and Strategic Plan
Summary Worksheet 2: Unit Planning Objectives
Organizational Unit: Physical Plant Operations Goal # 4
Describe Goal: To improve the efficiency and effectiveness of Physical Plant Operations.
Action Steps:
1. Have outside organization to do assessment of Physical Plant Operations.
2 Complete 75% of work orders.
3. Set up MP2 work order system on internet.
4. Implement training programs for the work force.
5. Schedule and plan work activities for staff.
6. Implement preventive maintenance programs.
7. Evaluate plan effectiveness.
8. Competitive data from outside organizations.
Expected Outcome(s):
1. To improve customer service and less call backs
2. To improve skill level
3. To improve life of equipment and equipment downtime
4. All building coordinators will be able to initiate individual work orders via the internet.
5. Reduction in cost.
6. Improved productivity, planning and effectiveness.
Goal #4 (cont’d)
Effectiveness Measurement Techniques:
1. Customer Satisfaction Survey
2. Percent of work orders completed
3. Square footage cost are within 5% of similar universities in Georgia
4. Reduction in cost
Responsible Party: Ervin Ogden Office Phone: 351-3814
E-mail: ogdene@tigerpaw.savstate.edu
Due Date (Expected Completion): on-going
Unit Leader Commitment: ______________________________ (date) ________________
Supervisor Approval: __________________________________ (date) ________________
Vice President Approval: _______________________________ (date) ________________
Effectiveness Committee Review: ________________________ (date) ________________
PHYSICAL PLANT OPERATIONS
Savannah State University
Self Study and Strategic Plan
Summary Worksheet 2: Unit Planning Objectives
Organizational Unit: Physical Plant Operations Goal # 5
Describe Goal: Develop a plan to improve overall campus communication and image.
Action Steps:
1. Meet with building coordinators quarterly.
2. Meet with residence hall directors monthly.
3. Meet with staff supervisors bi-weekly.
4. Create campus quarterly newsletter and monthly project status report on the
internet.
5. Making sure campus community adheres to campus policies and procedures.
Expected Outcome(s):
1. Improved customer service relationships.
2. Improved productivity, planning and effectiveness
3. Inform campus community of events and projects.
4. Improved planning and rendering of services provided.
5. Physical Plant Operations’ activities will be available on the internet.
Goal #5 (cont’d)
Effectiveness Measurement Techniques:
1. Customer Satisfaction Survey
2. Percent of work orders completed
3. Follow-up of completed work to assess quality of services.
4. Reduction in number of call backs.
Responsible Party: Ervin Ogden Office Phone: 351-3814
E-mail: ogdene@tigerpaw.savstate.edu
Due Date (Expected Completion): on-going
Unit Leader Commitment: ______________________________ (date) _______________
Supervisor Approval: __________________________________ (date) ________________
Vice President Approval: _______________________________ (date) ________________
Effectiveness Committee Review: ________________________ (date) ________________