32 MAY/JUNE 2017 FACILITIES MANAGER
UNIVERSITY OF MIAMI
Miami, Florida
Submitted by Eli Stephan, Senior Manager, Facilities
Management and Operations; Dennys Bayona, Super-
visor, Facilities and Operations; and Joseph Wright,
Project Coordinator
FACILITIES WORK CONTROL IMPROVES
CUSTOMER SERVICE
In less than three years, the Facilities Management
Department at the University of Miami has trans-
formed itself into a service culture center. Formerly
known as Facilities Customer Service, the department's
main operations hub rebranded and reorganized itself
into Facilities Work Control (FWC) to better reflect
the complexity and scope of its mission. Comprising 10
operations representatives, an operations supervisor,
a project coordinator, and a senior manager, FWC is a
24-hour, year-round operation that serves as "air-traffic
control" for Facilities Management and Operations. It
receives and assigns 100,000-plus work orders a year
to more than 75 technicians who are distributed across
more than 6 million square feet, 239 acres, and approx-
imately 134 buildings on two of UM's three campuses.
rough a better-utilized computer maintenance
management system, FWC drives accountability, qual-
ity, and reliability as the departmental source for the
development of key performance indicators to ensure
consistent high-quality service. With service excellence
at its core, FWC leverages feedback from our customer
satisfaction survey to continuously improve our opera-
tions. FWC strives to not only create a service culture,
but to define what a service culture is. ■
UNIVERSITY OF NORTH CAROLINA CHARLOTTE
Charlotte, North Carolina
Submitted by Laurie Manderino, PMP, Planning
Coordinator, Department of Facilities Management
FACILITIES CONDITIONS CUSTOMER
VIEW/CRDM MAP
UNC Charlotte's Facilities Planning office and Facilities In-
formation Systems team has developed a Capital Renewal and
Deferred Maintenance (CRDM) website in order to improve
the dissemination of construction information to administra-
tors, faculty, staff, and students. is communication tool
includes a master list of about 700 university projects—new
construction, infrastructure, and repairs and replacements—
both already funded and awaiting future funding.
e CRDM Map link at http://facilities.uncc.edu/our-
services/business-related-services/facilities-planning/
unc-charlotte-facilities-conditions-customer-view (for best
results, use Chrome or Firefox) takes you to the landing
page, which provides descriptions, definitions, and detailed
instructions. Clicking on the map (on the landing page)
allows access to the CRDM map web page, which contains
the campus project information. Selecting a building within
the map prompts a pop-up with basic building information
along with a listing of current or future projects planned for
that building (listed at the bottom of the page). e map is
not just limited to current buildings; by clicking on the cam-
pus landscape, you may also view campus-wide projects that
include future buildings and infrastructure improvements.
is information is live data and is being refined and
amended as buildings are assessed, new projects are pro-
posed, and projects are completed. e CRDM map allows
identification of building conditions at a glance and allows
users to "drill down" as much as they like into the details of
proposed project information. is work has vastly im-
proved campus understanding of our needs and efforts to
maintain our facilities. ■
