UWA Logo
  Prospective Students | Current Students | Staff | Alumni | Visitors | About    
           

Welcome
For
About
FM Sections FM Sections FM sections
Cleaning Cleaning Cleaning
Forms Forms Forms
Parking Parking Parking
Policies and Procedures Policies and Procedures Policies
Publications Publications Publications
Security Security Security
Space Management Space Management Space Management
Sustainability Sustainability Sustainability
Terms and Conditions of Purchase Orders Terms and Conditions of Purchase Orders Terms and Conditions of...
Transport Transport Transport
Campus Plan 2000 Campus Plan 2000 Campus Plan 2000
Disclaimer Disclaimer Disclaimer
Emergency

Workshop : Communication with Customers

Preamble

The External Review of Facilities Management highlighted the need for an improved customer service focus in the Workshop. Examples were provided of communication problems between trade staff and departments. Working parties which included customers were set up and recommendations made to improve customer service.

The Quality Improvement Programme of Facilities Management also focuses upon improving the level of service provided by the department to its customers.

Procedures

Customers agree that the carrying out of maintenance work in their departments by the Workshop would be improved if the following procedures were followed:

Responsible Person
 		 Action
Departments to nominate a contact person in their department with some knowledge of maintenance work
  • Coordinates job requests for department (except in emergencies). Serves as contact person for the department before, during and after the completion of a job.
  • Forwards job request to Workshop using the Job Request form on the Web.
Trade staff
  •   Notify contact person of date and time of arrival to carry out work.
Contact person
 
  • Arranges for access to work areas and ensures that these areas are clear and free of obstruction
Trade staff
  • Advise contact person verbally if job is to be delayed and when job has been completed. A delay/ completion notification card to be used by trade staff if the contact person is not available.
  • To promote the services offered by the Maintenance Workshop the notification card gives the Job Request extension number x2025 and the email address for the maintenance section fmjobs@admin.uwa.edu.au
Contact person
  • Provides feedback after completion of job to the Workshop Manager to enable Workshop to continually improve the standard of service provided to the customer.
Trade staff
  • Return work order to Job Controller with completion date.
  • Complete associated paper work. 

 

 

 

Date created:

February 1999

Approved by:

Manager, Operations & Maintenance

Previous edits:

 

Responsible:

 Workshop Manager

Date for review:

 2003

File ref:

F

Previous titles:

 

 

 
Top of Page