Developing Policies and Procedures for TMA Presented By Kim Rhode-Harris

2. Developing Policies and Procedures for TMA Presented By Kim Rhode-Harris Kutztown University of Pennsylvania

3. KU Facts History of Work Management at KU Elimination of “the black hole” work order management system (TQM Process)

4. Foundation Documentation Basis of the Work Management Philosophy Creation of the WCC Other DIN OPP-OP Priority OPP-OP Project Work OPP-OP Defining Project Work Project Request Form Priority Definitions

5. Implementation Documentation of your starting implementation plan Adding “mini” implementation plans TMA Implementation Plan Excerpt Refrigerant Implementation Plan

6. Roles and Responsibilities • Facilities employees • IT • Customers • Other campus groups Roles and Responsibilities Chart Defining the WCC Role When to “Write” and When to “Call”

7. Documentation Process Development Overview • Establishing Documentation Levels/Types • Standardizing Formats • Establish a regular review process

8. Establishing Document Levels Laws Policies OPP-OP’s Policy Letters Procedure Sheets White Papers Review, Revise, Re-Write, Re-Educate Document Type Chart

9. High Level Documentation • Corporate Level Authority • Authority external to the FM organization • Laws • State System Policies • University Policies Policies: KU Key and Lock Sample Policy Format

10. Mid Level • Internal • FM Administrators • OPP-OP’s • Policy Letters • White Papers Priority OPP-OP Residence Room Work PL Handicapped Door White Paper Sample OPP-OP Format Sample Policy Letter Format Sample White Paper Format

11. Working Level • Internal • All FM Employees • Procedure Sheets • Work Flow Mapping Sample Procedure Sheet Format Procedure Sheet-Month-End Accounting Process Procedure Sheet-FY Transition Plan Work Flow Chart

12. Establishing a Review and Revision Process • Who? • How Often? • What is your process? • Standardize forms and documentation of the process Policy Review Checklist

13. Making The Time! Documenting your policies and procedures is just as important as implementing TMA

14. Enhanced Services Delivery Through Documentation Customer “Welcome” packets Facilities Services Guide Door Hanger Program Customer Evaluations of Service Facilities Web Site

15. Using What You Have! • Management Report Plan • Reporting/Reviewing/Accountability • Reviewing and Questioning • Performance Appraisals and other accountability methods • Job descriptions • “Expectations” documents • Orientation Plans Management Report Plan

16. Training! Training! Training! • Internal Facilities Training • External Group Training • 1:1 iService Desk Training • iService Desk Survival Guide • Coming Soon! On-line iService Desk Training • TMA Web Training! • TMA Consulting Services