 |
 |
Introduction to the SIUE Building Coordinator Program
"Working Together for Better Service"
Since the inception of the Customer Service Department in July 1995, Facilities Management's goal has been to increase communication with customers for added value and better service. In Fall 1996, Facilities Management met with volunteers from Buildings II and III (now Founders and Alumni Hall) to discuss service concerns and issues unique to their buildings. The meetings between these volunteer representatives and Facilities Management staff were successful and the program was expanded. On January 23, 1997, the first formal meeting of approximately thirty-four volunteer representatives or Building Coordinators from the Edwardsville campus, the School of Dental Medicine, and the East St. Louis Center met with Facilities Management staff to discuss the role of the Building Coordinator in increasing communication and service.
The Building Coordinator acts as a liaison between his or her fellow building occupants and Facilities Management. Because Facilities Management may not immediately identify service problems or issues in the many SIUE buildings on three campus sites, the Building Coordinator may notify FM of service problems by telephone, fax, voice-mail, e-mail, or on-line Internet service (sources provided in the Facilities Management Building Coordinator Toolbook).
The Building Coordinator may develop an informal network of building contacts. In representing building occupants, the Building Coordinator will be acquainted with building staff and issues concerning service expectations and perception for feedback to Facilities Management. This discussion may identify alternative ways of service to increase customer satisfaction. In addition, the Building Coordinator will be able to distribute pertinent service or emergency information more quickly to building contacts.
Facilities Management will provide the "ways and means" to increase communication between the Building Coordinator and Facilities Management. FM's goal is to deliver more responsive service according to the building needs. Discussion and feedback of service with Building Coordinators and occupants will help reach that goal. Facilities Management commits to increasing communication by:
- scheduling Building Coordinator meetings, usually in Spring and Fall semesters.
- assigning each primary and alternate coordinator a copy of the "Facilities Management Building Coordinator Toolbook". This provides a variety of resource information including service guide and schedules, departmental contacts, maps, and other campus information.
- providing Faculty and ClipBoard listservs with a weekly electronic newsletter, The ClipBoard, which provides updates on service schedules and campus projects. A Building Coordinator e-mail distribution list will electronically alert them to pertinent issues concerning service and delivery
- creating another venue providing up-to-date service and campus information to all customers. The Facilities Management department website at (http://www.siue.edu/FACILITIES/) allows evening and weekend customers to submit on-line maintenance work requests and complete service surveys. The University community may access an archive of Building Coordinator Meeting minutes and the "ClipBoard".
Facilities Management thanks all Building Coordinators for their participation and looks forward to working together for better service. With their help and FM's dedication to improving communication and customer service, this program is sure to succeed.