By Rebecca A. Doyle
Do you have windows that need washing? Carpets that must be cleaned before 7 a.m.? Special clean-ups that need to be done after construction projects are completed?
Plant Department’s Building Services division has formed an eight-person team that responds to customer requests for custodial services not generally provided by Building Services.
The Customer Response Team members say they will go anywhere at any time to perform custodial services according to the customer’s specifications—even if it means rearranging their work days to begin at 2 a.m.
“The idea is to give the customers what they want when they want it,” says Sally York, who is the group’s adviser and a custodial supervisor for Building Services.
Originally the brainstorm of Nathan Norman, Building Services manager, the month-old team already has fulfilled several requests and anticipates many more. Norman approached his department’s quality management lead team with the idea and passed its enthusiastic support on to his staff.
York says there were 50 applicants for the eight slots. Team members are excited about the concepts of quick response and tailored services.
“I think we’re showing that we can be competitive with the outside,” Troy Dixon says. Building Services stopped washing windows in 1982 and since then University units have contracted with outside firms to provide the service. “We think we can do the job just as well as they can, and maybe better,” Dixon adds.
Larry Estelle notes that one of the most important aspects of the team for him is making joint decisions about the work schedule and how to handle jobs.
“We are independent and self-directed,” he says. “We are responsible for our own assignments and duties.”
The Customer Response Team will wash walls, carpeting, floors, windows and light fixtures, and already has been called upon to clean up after construction and renovation in several campus buildings. All are scheduled for training by Johnson Wax in December on new products and methods in carpet cleaning, after which they will receive certification from that company.
The group meets each morning to look over the jobs for the day and decide among themselves which two-person team will tackle what job first.
And, York says, there are always two teams—a total of four people—on call for emergency cleaning that might be needed after the regular business day is over.
To request service and for information about billing procedures, call Building Services at 764-0521. Emergency cleaning calls after hours must be placed through the Department of Public Safety, 763-1131.
