Facilities Management (FM) will develop and implement a comprehensive customer service strategy focusing on three key areas – education, communication, and customer-centric processes.
Background
FM’s vision is “to be a collaborative, innovative and inclusive partner that delivers exceptional service to the UMD community.”
And to achieve our mission, all of us must live the five FM values. When we are collectively living these values, our vision will be achieved.
This campus is home to 50,000 students, faculty and staff. Unlike most workplaces that may shut down at 5:00pm, this campus operates 24 hours a day. This campus is the literal home of almost 10,000 residential students. We have more than 4,300 faculty members conducting $1.1 billion in research each year. Our researchers are solving the grand challenges of our day including finding solutions to climate change and getting the next design patent. In and through our work, we see the importance of providing excellence in customer service.
No longer do facilities make up the background of higher education. Today, the “front door” of campus has become a significant part of the decision-making process for students, parents, faculty, and researchers. As a result, our customer service strategy is vital to develop and coordinate the talents of Facilities Management as we work toward becoming a customer-centered organization.
Key Elements
Goal
To create a culture of customer service excellence in Facilities Management and for each of us to become agents of customer service.
Who is FM’s Customer?
The customer is anyone who uses a campus facility, especially the students.
Definition of Customer Service
Customer Service is:
● Setting and meeting expectations
● Being responsive
● Communicating regularly, and
● Holding ourselves to the highest standard
Strategy Development Process
1. Winter 2023: We listened to and collected data from
○ Staff
○ Customers
2. March: We then compiled themes and actionable opportunities
3. May: We shared what we heard back through a staff survey
○ We used staff feedback to narrow the focus
4. Summer 2023: We developed a customer service strategy
5. Fall 2023: We will create an implementation Plan with Timeline
Learn more about FM’s Customer Service Strategy
Customer Service Strategy Outcomes
Pillar 1: Education
Pillar 2: Communication
Pillar 3: Process
Implementation Plan