ORGANIZATION AND MAINTENANCE STAFFING THE OPERATIONS

Transcription

1 World s Great Staffing Question: How many dogs does it take to change a light bulb? GOLDEN RETRIEVER: The sun is shining, the day is young, we've got our whole lives ahead of us, and you're inside worrying about a stupid burned out bulb? BORDER COLLIE: Just one. And then I'll replace any wiring that's not up to code. LAB: Oh, me, me!!!! Pleeeeeeze let me change the light bulb! Can I? Can I? Huh? Huh? Huh? Can I? TERRIER: Let the Border Collie do it. You can feed me while he's busy! JACK RUSSELL: I'll just pop it in while I'm bouncing off the walls and furniture. COCKER SPANIEL: Why change it? I can still pee on the carpet in the dark. CHIHUAHUA: Yo quiero Taco Bulb. STAFFING THE OPERATIONS AND MAINTENANCE ORGANIZATION Cheryl L Gomez, PE, LEED AP

2 COURSE GOALS Focus on custodial, maintenance and grounds Review the basic methods used to determine staffing Discuss the pitfalls and benefits of each Focus on aggregate and zero-based staffing methods as described in the APPA Operational Guidelines Trilogy APPA OPERATIONAL GUIDELINES TRILOGY Tom Becker, PE, EFP, Philadelphia University Tom Flood, ASLA, EFP Elon University Casey Wick, Hamilton College, now at American International School, Dhaka, Bangladesh Charts Reprinted with permission from APPA

3 APPA S OPERATIONAL GUIDELINES PROCESS STARTED IN ST Guideline: Custodial (1992) 2 ND Guideline: Grounds (2001) 3 RD Guideline: (2002) Now: Custodial 3 ND Edition (2011) Grounds 2 ND Edition (2011) 2 ND EDITION (2011) COMMON THEMES Matured from staffing to operational guidelines Established APPA levels of services Provided methods for determining staffing needs: Aggregate (Macro) Zero-Based (Micro) Added focus on safety, compliance, and sustainability

4 CAVEATS These are operational guidelines, not standards Institutions are different with common areas of interest Guidelines can be adapted to each institution APPA LEVELS LEVEL Custodial Orderly Spotlessness Ordinary Tidiness Casual Inattention Moderate Dinginess Unkempt Neglect Showpiece Facility activities appear highly focused. Equipment & building components are fully functional and in excellent operating condition. Service calls responded to immediately Comprehensive Stewardship activities Appear organize with direction. Equipment and building components are usually functioning and in operating condition. Service calls responded to in a timely manner. Managed Care activities appear somewhat organized but remain people dependent. Equipment and building components are mostly functional but suffer occasional breakdowns, Service call response times are variable and sporadic Reactive Management activities appear somewhat chaotic and are people dependent. Equipment components are frequently broken and inoperative. Service calls not responded to in a timely manner. Crisis Response activities appear chaotic and without direction. Equipment components are routinely broken and inoperative. Service calls not responded to in a timely manner. Grounds State-of-the-Art applied to a high-quality diverse landscape. Associated with hightraffic urban areas, such as public squares, government grounds, or college, university, or school campuses. High Level of Associated with well-developed public areas, malls, government grounds, or college, university, or school campuses. Recommended level for most organizations. Moderate Level of Associated with locations that have moderate to low levels of development or visitation, or with operations that (because of budget restrictions) cannot afford a high level of maintenance. Moderately Low-Level of Associated with locations affected by budget restrictions, and thereby cannot afford a high level of maintenance. Minimum Level of Associated with locations suffering from severe budget restrictions. Natural Area that is not developed.

5 FACILITY CHARACTERISTICS FOR CUSTODIAL Floors Vertical and Horizontal Surfaces Lighting and Light Fixtures Washrooms Trash & Recycling Containers APPA Custodial Guidelines Based on Appearance Factors and the Five Levels of Clean LEVEL Description FLOORS VERTICAL AND HORIZONTAL SURFACES LIGHTING AND LIGHT FIXTURES WASHROOMS Orderly Spotlessness Floors and base moldings shine and/or are bright and clean, colors are fresh. No dirt buildup in corners or along walls. All vertical and horizontal surfaces have a freshly cleaned or polished appearance and have no accumulation of dust, dirt, marks, streaks, smudges, or fingerprints Lights all work and fixtures are clean Washroom, shower, toilet fixtures, and tile gleam and are odorfree. Supplies are adequate. Ordinary Tidiness Casual Inattention Moderate Dinginess Unkempt Neglect Floors and base moldings shine and/or are bright and clean. There is no buildup in corners along walls, but there can be up to two days worth of dust, dirt, stains, or streaks. All vertical and horizontal surfaces are clean, but marks, dust, smudges, and fingerprints are noticeable upon close observation. Lights all work and fixtures are clean. Washroom, shower, toilet fixtures, and tile gleam and are odorfree. Supplies are adequate. Floors are swept or vacuumed clean, but upon close observation there can be stains. A buildup of dirt and/or floor finish in corners and along walls can be seen. There are dull spots and/or matted carpet in walking lanes. Base molding is dull and dingy with streaks or splashes. All vertical and horizontal surfaces have obvious dust, dirt, marks, smudges, and fingerprints. Lights all work and fixtures are clean. Washroom, shower, toilet fixtures, and tile gleam and are odor-free. Supplies are adequate. Floors are swept or vacuumed clean, but are dull, dingy, and stained. There is an obvious buildup of dirt and/or floor finish in corners and along walls. There is a dull path and/or obviously matted carpet in the walking lanes. Base molding is dull and dingy with streaks or splashes. All vertical and horizontal surfaces have conspicuous dust, dirt, smudges, fingerprints, and marks. Light fixtures are dirty and some (up to 5 percent) lamps are burned out. Washroom, shower, toilet fixtures, and tile gleam and are odor-free. Supplies are adequate. Floors and carpet are dull, dirty, dingy, scuffed, and/or matted. There is a conspicuous buildup of old dirt and/or floor finish in corners and along walls. Base molding is dirty, stained, and streaked. Gum, stains, dirt, dust balls, and trash are broadcast All vertical and horizontal surfaces have major accumulations of dust, dirt, smudges, and fingerprints, all of which will be difficult to remove. Lack of attention is obvious. Light fixtures are dirty with dust balls & flies. Many lamps (more than 5%) are burned out. Less than acceptable assessment in the attributes listed for levels 1-4 TRASH & RECYCLING CONTAINERS Containers hold only daily materials, are clean and odor-free Containers hold only daily materials, are clean and odor-free Containers hold only daily materials, are clean and odor-free Containers hold old materials. They are stained and marked. They smell sour. Containers overflow. They are stained and marked. They smell sour.

6 AGGREGATE (MACRO) METHOD Thirtythree space categories Cleanable Square Feet / Person Fifty-four tasks FACILITY CHARACTERISTICS FOR GROUNDS 1. Turf Care 2. Fertilizer 3. Irrigation 4. Litter Control 5. Pruning 6. Diseases & Insect Control 7. Snow Removal 8. Surfaces 9. Repairs 10.Inspections 11.Floral Plantings

7 APPA Operational Guidelines For Educational Facilities: GROUNDS LEVEL Description and Application Turf Care State-of-the-art Grass height maintained according to species and variety of grass. Mowed at least once every five working days but may be as often as once every three working days. Aeration as required but not less than four times per year. Reseeding or sodding as needed. Weed control to be practiced so that no more than 1 percent of the surface has weeds present. High level of maintenance Grass should be cut once every five working days. Aeration is carried out as required but not less than two times per year. Reseeding or sodding must be done when bare spots are present. Weed control is practices when weeds present a visible problem or when weeds respent 5 percent of the turf surface. some pre-emergent herbicide products may be used at this level. Moderate-level maintenance Grass cut once every ten working days. Normally not aerated unless turf quality indicates a need or in anticipation of application of fertilizer. Reseeding or sodding only when major bare spots appear. Weed control measures normally applied when 0 percent of small areasor 15 percent of the general turf-is infested with weeds. Moderately lowlevel maintenance Low-frequency mowing scheduled based on species. Low-growing grasses may not be mowed. High grasses may receive periodic mowing. Weed control limited to legal requirements of noxious weeds. Minimumlevel maintenance Low-frequency mowing scheduled based on species. Lowgrowing grasses may not be mowed; high grasses may receive periodic mowing. Weed control limited to legal requirements for noxious weeds. APPA Operational Guidelines For Educational Facilities - GROUNDS LEVEL Adequate fertilization Adequate fertilizer level to Applied only when turn vigor Not applied to plant species ensure that plant materials seems to be low. Low-level fertilized according to their optimum are healthy and growing application once per year. requirements. Application vigorously. Amounts depend Suggested application rate is onehalf the level recommend. rates & times should on species, length of growing ensure an even supply of season, soils, rainfall. Rates nutrients for the entire year. should correspond to at least Nitrogen, phosphorus, and the lowest recommended potassium percentages rates. Distribution should Fertilizer should follow local ensure an even supply of recommendations. Trees, nutrients for the entire year. shrubs, and flowers should Nitrogen, phosphorus, and be fertilized according to potassium percentages individual requirements for should follow local optimum growth. Unusually recommendations. Trees, long or short growing shrubs, and flowers should season may modify the receive fertilizer levels to chart slightly. ensure optimum growth. Irrigation Sprinkler irrigated - electric automatic commonly used. Some manual systems could be considered adequate under plentiful rainfall circumstances and with adequate staffing. Frequency of use follows rainfall, temperature, season length, and demand of plant material. Sprinkler irrigated - electric automatic commonly used. Some manual systems could be considered adequate under plentiful rainfall circumstances and with adequate staffing. Frequency of use follows rainfall, temperature, season length, and demand of plant material. Dependent on climate. Locations that receive >25 of rainfall a year usually rely on natural rainfall with the possible addiction of portable irrigation during periods of drought. Dry climates that receive <25 of rainfall usually have some form of supplemental irrigation. When irrigation is automatic schedule is programmed. When manual servicing is required, the normal schedule would be 2 or 3 times per week. No irrigation Not fertilized No irrigation

8 APPA Operational Guidelines For Educational Facilities: GROUNDS LEVEL Minimum of once per day, Minimum of once per day, five Minimum service of Once per seven days a week. days per week. Offsite movement two to three times week or less. Extremely high visitation may of trash depends on size of per week. High use Litter increase frequency. containers and use of by the may dictate higher Control Receptacles should be public. High use may dictate more levels during the (Recycling) plentiful enough to hold all frequent cleaning. warm season. trash usually generated between servicing without overflowing. Pruning Frequency dictated primarily by species and variety of trees and shrubs. Length of growing season and design concept also a controlling factor, i.e., clipped vs. natural-style hedges. Timing scheduled to coincide with low demand periods or to take advantage of special growing characteristics. Usually done at least once per season unless species planted dictate more frequent attention. Sculpted hedges or high-growth species may dictate a more frequent requirement than most trees and shrubs in natural-growth plantings. When required for health or reasonable appearance. With most tree and shrub species, pruning would be performed once every two to three years. No regular trimmin. Safety or damage from weather may dictate actual work schedule On demand or complaint basis. No pruning unless safety involved. Disease and Insect Control The controlling object is to avoid public awareness of any problem. It is anticipated that problems will either be prevented or observed at an early state and corrected immediately Usually done when disease or insects cause noticeable damage, reducing vigor of plant material, or when the situation could be considered a public nuisance. Some preventive measures such as systemic chemical treatments may be used. Some minor problems may be tolerated. Done only to address epidemics or serious complaints. Control measures may be put into effect when the health or survival of the plant material is threatened or when public comfort is an issue. None except when the problem is epidemic and the conditions threaten resources or the public. No control except in epidemic or safety situations APPA Operational Guidelines For Educational Facilities: GROUNDS LEVEL Starts the same day that Snow removed by Snow removal is Snow removal accumulations reach 1/2 noon of the day generally based on based on local inch. At no time does snow after the snowfall. local law law requirements cover parking or Gravel or requirements and is and generally transportation surfaces snowmelt may be usually accomplished accomplished by Snow longer than noon of the day used to reduce ice by the day following the day following Removal after the snow stops. Snowmelting compound and/or crosswalks or crosswalks or accumulation. snowfall. Some snowfall. Some gravel applied as needed to surfaces may not be surfaces may not reduce the danger of injury cleared at all. be cleared at all. due to falls. Surfaces Repairs Sweeping, cleaning, and washing of surfaces to avoid any accumulation of sand, dirt, or leaves distract from the looks or safety of the area. All repairs to all elements of the design should be done immediately when problems are discovered, providing that replacement parts and technicians are available to accomplish the job. When disruption of the public might be major or the repair is not critical, repairs may be postponed to a time period that is least disruptive Should be cleaned, repaired, repainted, or replaced when their appearances have noticeably deteriorated. Should be done whenever safety function, o appearance is in question. Cleaned on a complaint basis. Repaired or replaced as budge allows. Should be done whenever safety function, or appearance is in question. Replaced or repaired when safety is a concern and when budget is available. Should be done whenever safety function, or appearance is in question. Snow removal based on local law requirements, but generally accomplished by the day following snowfall. Some crosswalks or surfaces may not be cleared. Service only when safety is a consideration. Should be done whenever safety function, or appearance is in question.

9 APPA Operational Guidelines For Educational Facilities: GROUNDS LEVEL Staff should conduct inspections daily. Inspections Floral Plantings Normally, extensive or unusual floral plantings are part of the design. These may include ground-level beds, planters, or hanging baskets. Often, multiple plantings are scheduled, usually for at least two blooming cycles per year. Some designs may call for a more frequent rotation of bloom. Maximum care, including watering, fertilizing, disease control, disbudding, and weeding is necessary. Weeding flowers and shrubs is done a minimum of once per week. The desired standard is essentially weed free. Inspections should be conducted by staff at least once a day whenever regular staff is scheduled. Normal no more complex than two rotations of blooming plants per year. Care cycle is a minimum of once per week, but watering may be more frequent. Health and vigor dictated cycle of fertilization and disease control Beds are essentially kept free of weeks. Inspections are conducted once per week. Only perennials or flowering trees or shrubs. Inspections are conducted once a month. None. May have wildflowers, perennials, flowering trees, or shrubs in place Inspections are conducted once a month. None May have wildflowers, perennials, flowering trees, or shrubs in place. FACILITY CHARACTERISTICS FOR MAINTENANCE Customer Service & Response Time Customer Satisfaction Preventive vs. Corrective Regulatory Compliance Aesthetics, Interior Aesthetics, Exterior Aesthetics, Lighting

10 FACILITY CHARACTERISTICS FOR MAINTENANCE Service Efficiency Building Systems Reliability Facility operating Budget as % of CRV Campus Average FCI Level APPA OPERATIONAL GUIDELINES: MAINTENANCE Description Showpiece Facility Comprehensive Stewardship Managed Care Reactive Management Crisis Response Customer Service & Response Time Able to respond to virtually any type of service, immediate response Response to most service needs, including limited non-maintenance activities, is typically in a week or less. Services available by reducing maintenance, with response times of one month or less. Services available only by reducing maintenance, with response times of one year or less Services not available unless directed from senior leadership. None provided except emergency. PM - CM 100% % 50-75% 25-50% 0% Mix All recommended preventive maintenance (PM) is performed on time. Reactive maintenance is minimized to the unavoidable or economical. Emergencies are infrequent and handled efficiently. A well-developed PM program. PM is done at a frequency slightly less than defined schedule. Much reactive maintenance required from premature failures, high number of lamps burned out. Occasional emergencies caused by pump failures, cooling system failures, etc. Reactive maintenance predominates from systems failures, especially during harsh seasonal peaks. Pm effort made based on available time and labor. The high number of emergencies pump failures, heating and cooling system failures causes reports to senior managers. Labor is used to react to systems that are performing poorly or not at all. Significant time spent procuring parts and services due to the high number of emergencies. PM work consists of simple tasks and done inconsistently, e.g., filter changes, greasing, fan belt replacement. No PM performed due to more pressing problems. Reactive maintenance is the norm, e.g., doors wont s lock, motors lock up, HVAC systems fail. Good emergency response due to skills gained from frequent failures. No status reporting.

11 APPA OPERATIONAL GUIDELINES: MAINTENANCE Level Regulatory Compliance Highly trained staff; full compliance with OSHA, EPA, life safety; training programs in place; goals, tracking; excellent records for 3 rd party audits Full awareness of OSHA, EPA, life safety. Trained staff or contracted services. Full compliance. General awareness. Adequate staff or contracted services. Funding identified, but as part of dept. Some awareness; Labor used to react to system that are performing poorly or not at all. Partial program. Little or no awareness. Funding only to avoid potential fines for non-compliance Aesthetics, Interior Like-new finishes Clean/crisp finishes Average finishes Dingy finishes Neglected finishes Aesthetics, Exterior Like-new Watertight, good appearance Minor leaks. Average appearance Drafty, leaky, rough, roughlooking, needs paint Windows don t work, leak, unpainted, cracked panes, significant air and water penetration. Poor appearance. Aesthetics, Lighting Bright and clean, attractive lighting Bright and clean, attractive lighting. Small percentage of lights out, generally well lit and clean. Numerous lights out, some missing diffusers, secondary areas dark. Dark, lots of shadows, bulb and diffusers missing, damaged, hardware missing. APPA OPERATIONAL GUIDELINES: MAINTENANCE Level Service Efficiency work is highly organized and focused. Calls are responded to immediately. Buildings and equipment are routinely and regularly upgraded, keeping them current with modern standards and usage. work is organized with direction. Calls are responded to in a timely manner. Buildings and equipment are regularly upgraded, keeping them current with modern standards and usage. work is somewhat organized, but remains people dependent. Call response is variable and sporadic, without apparent cause. Buildings and equipment are periodically upgraded to current standards and use, but not enough to control the effects of normal usage and deterioration work is somewhat chaotic and is people dependent. Calls typically are not responded to in a timely manner. Normal usage and deterioration continues unabated making buildings and equipment inadequate to meet present use and needs. work is chaotic and without direction. Calls are never responded to in a timely manner. Normal usage and deterioration continues unabated, making buildings and equipment inadequate to meet present use needs. Building Systems Reliability Breakdown maintenance is rare and limited to vandalism and abuse repairs Breakdown maintenance is limited to system components, short of MTBD (mean time between failures.) Building, systems periodically or often fail Many systems unreliable. Backlog of repair needs. Many systems nonfunctional. Repair only for life safety.

12 APPA OPERATIONAL GUIDELINES: MAINTENANCE Level Sustainability Established staff. LEED, GHG goals, etc. Staff, some funding. GHG goal tracked Awareness GHG tracked, but no goal Some awareness Vague awareness. Facility Operating Budget as % CRV Average Facilities Condition Index, FCI >4% 3.5% - 4.0% 3.0% 3.5% 2.5% - 3.0% <2.5% <5% 5% - 15% 15% - 29% 30% - 49% >50% MRR = Budget / Current Replacement Value FPI = Backlog / Current Replacement Value

13 WHAT TO MEASURE? Custodial Cleanable Square Feet Space Type or Category Grounds Acres Area Type/Landscape Gross Square Feet Assets, Space Type, Age STAFFING DETERMINATION METHODS History +/- Survey Data or Benchmarking Aggregate or Macro Method Zero-Based Staffing or Micro Method

14 SURVEY DATA OR BENCHMARKING Competitive or External Benchmarking APPA Facility Performance Indicators (FPI) Benefits and Pitfalls No, this is not a benchmark! 27 39,000 SURVEY DATA OR BENCHMARKING APPA FPI Report for Custodial 3 38,000 37, , , ,000 33, ,000 CAPPA ERAPPA MAPPA PCAPPA RMA SRAPPA Overall for Region GSF / FTE APPA Level 2.1

15 SURVEY DATA OR BENCHMARKING In-house + Contracted: Acres/ FTE CAPPA ERAPPA MAPPA PCAPPA RMA SRAPPA Overall for Region SURVEY DATA OR BENCHMARKING Grounds Cost / Acre $8,000 $7,000 $6,000 $5,000 $4,000 $3,000 $2,000 $1,000 $0 CAPPA ERAPPA MAPPA PCAPPA RMA SRAPPA Overall for Region Grnds Total Cost/ Acre/ Hectare Grnds Labor Cost/ Acre

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17 AGGREGATE METHOD (MACRO METHOD) The total number of personnel needed to support the needs of a given institution. Benefits and Pitfalls Aggregate or Macro Method

18 Aggregate or Macro Method AGGREGATE (MACRO) (Custodial, From Earlier Slide)

19 ZERO-BASED METHOD (MICRO METHOD) The sum of all time necessary to perform each specific task on a given frequency Benefits and Pitfalls Zero-Based or Micro Method

20 Zero-Based or Micro Method Zero-Based or Micro Method Frequency Adjustment Factors Activity Frequency Adjustment Factor 1.5 times per w eek time per w eek 1 Biw eekly 5 Monthly 0.25 Frequency Adjustment Factors Activity Frequency Adjustment Factor Adjustment Factor for 30-Week Season for 25-Week Season 6 times per season 6/30 = /25 = times per season 5/30 = /25 = times per season 4/30 = /25 = times per season 3/30 = /25 = times per season 2/30 = /25 = time per season 1/30 = /25 = 0.04

21 Zero-Based or Micro Method Figure 5.1: Sample Staffing Matrix per 1,000 Square Feet Levels of Attention Tasks Spring Preparation Minutes Spring Planting Minutes Weed - No Mulch Minutes Cultivate - No Mulch Minutes Fall Planting Minutes Fall Clean Up Minutes Bulb Planting Minutes Pre-Emergent Control Minutes TOTALS Minutes/Week /60 Minutes /6 Hours/Day /5 Days/Week Square Feet/Person 7,692 10,000 16,667 20,000 33,333 Case Study Univ. Of Michigan Horticultural Crew Work Perennial Beds Min. to do Time to complete Frequency by Month Frequencies Activities Involved Quantity Unit 1000 SF or LF Activity once (hr.) July Aug. Sept. Oct. Nov. Dec. Jan. Feb. March April May June per year Perennial Beds-Hand Weed/Police Priority One Zone 9723 SF Priority Two Zone SF Priority Three Zone 4598 SF Estimated Staff Needed by Month for Each Catagories Activity July Aug. Sept. Oct. Nov. Dec. Jan. Feb. March April May June Horticulture Turf Irrigation Mow /HS Forestry Snow Removal Total

22 Case Study UT Austin Case Study UT Austin

23 STAFFING DETERMINATION METHODS History +/- Survey Data or Benchmarking Aggregate or Macro Method Zero-Based Staffing or Micro Method COURSE GOALS Focus on Custodial, and Grounds Review the Basic Methodologies used to Determine Staffing Discuss the Pitfalls and Benefits of Each Focus on aggregate and zero-based staffing methods as described in the APPA Operational Guidelines Trilogy

24 Questions? Tomoodon University elon.edu Cheryl Gomez, University of Virginia, clg9y@virginia.edu