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Facilities Manager | march/april 2014 | 1 MARCH/APRIL 2014 Volume 30 • Number 2 features 16 ALL THE TIME GETTING BETTER 32 New Thinking and Rethinking Generate Innovative Strategies, Best Practices By Anita Blumenthal APPA members have accepted the mission to meet high standards of operation and customer service with thoughtful, innovative, and even unique ways—often improving the results by engaging the rest of the university community. Here you'll find just a few examples. Leadership: The Heart of Excellence By Joseph K. Han, Ed.D. An apple dropped in the middle of a pond will create ripples of concentric circles that affect the entire pond. What is the "apple in the pond" for facilities departments that will initiate the ripples of change leading to organizational excel- lence? This recently completed APPA's Center for Facilities Research (CFaR) project identifies leadership as the "apple in the pond," and APPA's Award for Excellence as a powerful tool to start that ripple effect. Alright Already! Let's Stop Answering the Wrong Question About Deferred Maintenance By Richard L. McDermott There is an inherent disconnect between what is actually happening on campus, and what is reported to system administration. This disconnect becomes apparent when a systems office is looking for that one piece of information that "reveals all" and allows for a snap decision to be made. Asking the right questions is the key to solving this problem. 26 APPA 2014 Centennial Conference Preview 38 | | nia ia ia ia ia ia ia ial w July 21-23 2014