Learn to find and connect pockets of excellence that are across your organization. See how UGL Unicco incrementally transformed their Field Services & Maintenance Management process by simply establishing a customer-centric Continuous Improvement Program. Presented by: Heidi Anderson-Rhodes Learn About: Getting "lean" by removing unnecessary activities and variations from everyday tasks, locating pockets of excellence & standardizing best practices across operations, tangible tools & resources required for everyday success including site-specific checklists and ongoing training, and reporting on performance and measuring success. Register to view presentation On-Demand: http://be.buildingengines.com/Webinar-OnDemand-Continuous-Improvement.html

1. Sarah Fisher Heidi Anderson-Rhodes
Director, Marketing & Senior Director, FMS
Communications UGL Unicco
Building engines
Field Service 2.0: Bringing Best Practices
to and From the Front Lines…Everyday
UGL Unicco: Facility Management Solutions
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2. Introduction
About Heidi Anderson-Rhodes:
Senior Director, Facility Management Solutions (FMS)
Heidi has significant experience developing and implementing
departmental strategic plans, defining and producing critical
balanced scorecard management reports, and conducting full-scale
process redesign.
About UGL Unicco:
UGL Unicco is a premier provider of outsourced facilities services.
The company counts one quarter of the Fortune 100 companies
among its portfolio of North American customers and maintains an
industry-leading 95% customer retention rate.
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3. Background
• Disconnect between our service promise & delivery
• Better, more easily accessible tools for the front-line
• Improved understanding of customer satisfaction
• Focus on continuous improvement
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4. Our Approach
A B
DOCUMENT PROGRAM REPORT ON PERFORMANCE
C
CONTINUOUSLY IMPROVE
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5. The Framework
A
DOCUMENT PROGRAM
• Account Manuals
• SOPs
• Job Plans
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6. The Framework
B
REPORT ON
PERFORMANCE
• Internally
• Externally to Client
• Reporting Guides
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7. The Framework
C
CONTINUOUSLY IMPROVE
• Position-Related
Training Programs
• Administrative
Checklists
• Customer Feedback
“Hey – this isn’t one of those
• Reward & Recognition
self-improvement scams, is it?”
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8. Tools & Resources
• Develop toolkits
• Implement onsite with the team
• Go in the field to uncover
challenges and great practices
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9. Tools: SOP Library
• Create a consistent format for
all SOP’s
- Unicco’s consists of 10 sections
on each form
• Tap into your organization’s
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subject matter experts!

10. Tools: SOP Library
Your library of SOP’s should
cover a wide range of topics:
i.e. human resources, day to day
maintenance, project
management, etc.
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11. Quarterly Reporting
• Services Overview
• The Team
• Key Performance Results
and Trends
• Accomplishments
• Projects: Ongoing /
Scheduled
• Next Period Goals
• Challenges
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12. Reporting Guides
Provides guidance for management on how to interpret and act upon results
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13. Easy to Follow Checklists
48 USafe - JRR completed in UTrac
49 Mandatory postings in place
50 MSDS book updated/accessible
51 MSDS labels on all bottles
52 Dispensing system with concentrates
Splash goggles, rubber apron as part of
53
HS&E mixing station
54 Eye wash station
OSHA/ 55 Damaged equipment tagged out fv
USafe Incident/Accident Reporting - Company
56
SOP in place and actively executed
57 Blood kit, First aid kit
58 OSHA 300 log
Hazardous Waste Manifests: Signed by
59
Customer
Lightbulb disposal SOP followed (see
60
UGL Unicco Program Absolutes UShare for SOP)

14. “Good” and “Best” Practices
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15. “Good” and “Best” Practices
Process Improvement Opportunity Form
Describe problem/opportunity
Describe suggestion for
improvement (include data!)
Potential benefit of change? Is it
better, faster, cheaper…?
Identify the customers affected by
the change
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16. Tips
• Encourage people to share
solutions they’ve developed
• Make them available via a
CMMS or an intranet
• Build AND maintain a
knowledgebase
• Track access and contributions
• Establish Communities of
Practice
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17. Contact Us!
Heidi Anderson-Rhodes
UGL Unicco
HAnderson@ugl-unicco.com
703-807-1969 ext. 225
Sarah Fisher
Building Engines
Sfisher@buildingengines.com
617.501.1441
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