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1. Total Quality Management: Morehead State University Physical Plant
Presented by:
Misti Johnson
Terry White
Rick Wagoner
IET 619: Total Quality Control
September 14, 2006
3. Plant History The earliest Physical Plant was located just past the Howell-McDowell Administration Building on the left side of University Blvd.
It was built in the 1940's.
The Heating and Water Power Plant has been in the same location since 1935.
The current location of Physical Plant is in the W. H. Rice Building, since 1965.
4. W. H. Rice Building Build in 1965
Named for W. H. Rice
Superintendent of Physical Plant from 1932 to 1968
5. Initial Work Order “System” There was no work order system.
A repair request was made
It was written on a piece of paper
It was given to the workers
The workers would complete the repair
There was no way of tracking repairs.
There was no way to create a history of repairs.
6. Implementation of Technology Mr. Joe Planck
Director of Physical Plant from 1984 to 2002
Implemented a computer system in the 1980's which was used for a work order system and inventory control.
Was designed by IT personnel on campus and programmed by Physical Plant personnel in the office.
7. Implementation of a Warehouse System Previously consisted of a storage area filled with junk.
Junk was cleared out.
Space was organized.
Materials were stocked.
Effective and functional warehouse was created.
8. Implementation of a Pest Control System Previously contracted to an outside firm.
Worked one day, once a month
Cost: $6,000 per month
Organized an in-house system.
Trained personnel
Purchased chemicals
Work daily or as needed
Cost: $10,000 per month
9. Mission Statement Physical Plant's mission is to maintain and improve university facilities, grounds, and environment and to supply appropriate services in the most efficient and economical manner; promoting a safe, clean, aesthetically pleasing campus environment, in support of Morehead State University's students, faculty, and staff.
10. Goals and Objectives Provide and improve building maintenance, utilities and skilled trades support to departmental programs necessary to meet the facility needs of University programs.
Provide a safe, clean, aesthetically pleasing interior environment conducive for faculty, staff, and students to conduct various education activities.
11. Goals and Objectives Provide a safe, clean, aesthetically pleasing grounds and exterior campus environment.
Provide quality service and support in all areas of assigned responsibility, both to the Division and to all areas of the university.
12. Goals and Objectives Utilize all resources available to the Office of Physical Plant in the most efficient and economical manner.
Comply with external and internal controls and regulations.
Recruit, develop, and promote protected class individuals.
13. University Vision Statement (Commitments to Quality) To make sure our academic programs and support services are of the highest quality and clearly focused on the needs of our students and the regional community,
To make sure our personnel are highly qualified, enthusiastic, and involved professionals dedicated to student success,
14. University Vision Statement (Commitments to Quality) 3. To make sure our students are aware of their shared responsibilities in pursuing a successful academic career and satisfying educational experience,
4. To make sure our organizational structure and processes are effectively aligned to produce the highest quality experience for the students throughout their academic careers,
15. University Vision Statement (Commitments to Quality) 5. To make sure that we effectively plan for the future through a dynamic Strategic Planning process where resources are solidly linked to specific Action Plans, and
6. To make sure that internal decisions are consistent with state-wide objectives as articulated through the Council on Higher Education."
16. Plant Departments Building Maintenance
Building Services
Energy Conservation
Engineering Services
General Services
Heating & Water Facilities
Landscaping/Grounds
17. Plant Departments Motor Pool
Pest Control
Purchasing
Recycling
University Golf Course
Warehouse
Work Control Center
18. Building Maintenance Responsible for the maintenance and operations of campus buildings and utilities.
Performs two kinds of maintenance:
Preventative
Corrective
19. Building Services Responsible for performing duties necessary for cleaning and maintaining an assigned facility.
Broken into two sections:
Residential Facilities
Education/General Facilities
20. Energy Conservation Plans, implements, and coordinates all phases of the energy conservation programs throughout the University community.
Responsibilities include community awareness, education, and motivation towards recycling and energy conservation.
21. Engineering Services Plans, implements and coordinates construction projects affecting University facilities and grounds and supervises the construction crew.
Prepare estimates, construction drawings, specifications and bid documents for construction.
22. General Services Performs any combination of duties required to meet the needs and demands of the Office of Physical Plant.
Duties include garbage collection, freight deliveries, moving furniture and equipment, setting up for special events and any other duties assigned by the General Serviceworker Supervisor.
23. Heating & Water Plant Facilities Maintains the production of steam and bacteriologically free and potable water for human consumption in accordance with the laws of the Commonwealth of Kentucky.
24. Landscaping and Grounds Maintains the campus grounds by performing a combination of tasks necessary in order to provide for an attractive and safe campus setting.
25. Motor Pool Maintains a motor pool of state and university vehicles consisting of sedans, vans, and buses.
26. Pest Control Identifies types of pests that infest buildings and surrounding areas on campus and determine proper solutions and/or traps needed to exterminate them.
27. Recycling Plans, implements, and coordinates all phases of the recycling programs throughout the University community.
28. University Golf Course A nine-hole, 3,000-yard public course located three and one-half miles east of Morehead on U.S. 60.
29. Warehouse Responsible for receiving, transporting, shipping, maintaining warehouse stock and issuance of warehouse materials and equipment to Physical Plant employees.
30. Work Control Center Prepares and issues campus work orders and maintains radio dispatch activity to contact Physical Plant employees.
31. Total Quality Management Philosophy: In Practice and At Work
32. Providing Quality Ensures provided products are perceived by customers to meet expected performance
Training and development of employees
Strives to provide a service that is ‘pleasing’ to customers
Proposed HVAC training plan
All projects and work in general is based on contributions from all areas and all employees
33. Providing Quality Problem resolution involves input from all employees regardless of area of specialty
Working with suppliers to ensure personnel are properly trained on products
Has the necessary management backing to ensure a successful quality program
Open-door, total contribution management style
34. Proposed HVAC Training Plan Additional training for HVAC employees in the physical plant to provide better service to the University
Kentucky has a shortage of training facilities for HVAC technicians
35. Leadership Kentucky Association of Physical Plant Administrators (KAPPA)
36. Association of Physical Plant Administrators The Association of Higher Education Facilities Officers is an international association dedicated to maintaining, protecting, and promoting the quality of educational facilities.
Serves and assists facilities officers and physical plant administrators in colleges, universities, and other educational institutions throughout the United States, Canada, Mexico, and other countries worldwide.
37. Association of Physical Plant Administrators Promotes excellence in the administration, care, operations, planning, and construction of educational facilities.
Serves the entire education community by conducting research and educational programs, producing publications, developing guidelines, and serving as a central information source for its members.
38. Physical Plant Management Interview Mr. Todd Thacker
Building Maintenance Superintendent
39. Question 1 What long-term goals are needed for the Physical Plant to improve service and how are they communicated to the employees?
40. “We are trying to improve service to the university community everyday and with this continuous improvement we are currently looking at staffing levels. At this time the Physical Plant employs 3 painters. As you can imagine it is very difficult for 3 painters to have the campus looking good with well painted areas. A proposal was thus made to increase the number of painters to 10. This should greatly impact the aesthetics of the campus tremendously. Mr. Thacker:
41. At this time we are trying to stress quality of their work. A lot of our staff is very talented individuals; however, there are small things that they could do that would turn a good job into excellent jobs. We communicate this daily through the supervisors in the field along with regular meetings with the entire staff.”
42. Question 2 Give an example of how the MSU Physical Plant focuses on its customers.
43. Mr. Thacker: “The Physical Plant has a motto, which we truly go by, “Students First”…. The students are our customers and their issues should come first. We have stressed this with funding in the resident halls over the past 5 years, making improvements in the areas in which they live. A total renovation of Nunn Hall is scheduled for the summer of 2007.
44. Past projects include new AC units in East Mignon, Mignon Tower, Mignon Hall and West Mignon. All resident halls have sprinkler systems added for life safety as well as card readers and cameras to add to safety issues. Other resident halls have had new ceiling tile, floor tile and have been painted…. We are just beginning with great customer oriented projects yet to come…..”
45. Question 3 How does the MSU Physical Plant involve all of its employees in the process of improving quality in their work at MSU?
46. Mr. Thacker: “As stated earlier the Physical Plant is at this time stressing quality of work and it’s importance. Old habits or ways of completing tasks are hard to change, however the supervisor must be vigilant in stressing quality and routinely checking completed tasks to have our employees see that we are dedicated to quality…”
47. Question 4 What advancements or improvements have taken place in work practices or equipment upgrades that led to a higher quality of work?
48. Mr. Thacker: “Technology is forever changing, and with limited resources we need to choose the one’s with the greatest benefit. Our investment of our energy management system is probably our biggest investment and partnership. Siemens Building technology is our partner in this on going improvement. The system allows us not only to conserve energy but allows our technicians the opportunity to troubleshoot the system before they get on site. This in turn greatly increases the efficiency of our staff…..”
49. Question 5 What are some examples of training provided to employees in order to improve the quality of work?
50. Mr. Thacker: “We just recently hosted KAPPA (Kentucky Association of Physical Plant Administrators), an annual event which includes all Universities and colleges in the state. At KAPPA we have training sessions which include electrical, locksmith, HVAC, cleaning techniques etc… We learn from the instructors as well as open forums, so we may learn from other institutions that have the same responsibilities. We also have in-house training as well as off-site training that involves different skilled trades.”
51. Question 6 What are some examples of ways in which the MSU Physical Plant treats suppliers as partners?
52. Mr. Thacker: “As stated before, one of our most important partners is Siemens. They really go the extra mile to make sure our systems are working well. They connect via computer daily to make sure our system is operating correctly. They have staff that is dedicated to meeting MSU’s goals and give needed advice as we continue developing our system. They made substantial contributions to our school through generous donations and continue to be a strong partner.”
53. Question 7 What performance measures are established to evaluate improvement or deficiencies in quality?
54. Mr. Thacker: “We annually do a customer survey to see the areas that are in need of improvement. The customer will let you know where you need improvement. The question then becomes what you can do to help with the problem? Some things can be addressed right away; however some things are beyond the Physical Plants budget and are requested for future projects.”
55. References Association of Physical Plant Administrators. Who is APPA? Retrieved on September 11, 2006 from http://www.appa.org/
Plant, ND. Morehead State University Physical Plant. Retrieved on September 7, 2006 from http://www.morehead-st.edu/plant/.
Thacker, Todd, 2006. Interview. Conducted by Terry White on September 8, 2006.
