Physical Plant seeks efficiencies in reorganization

The Physical Plant Department has recently undergone a reorganization in an effort to achieve efficiencies and improve customer service. With valued input from customer feedback sessions, focus groups and department staff, the reorganization allows the department to focus on priority service areas and improve overall service levels.

Through the leadership of director Tony Cupido, Physical Plant provides a wide range of services including custodial, construction and building renewal, technical services, utilities, parking and transit, and operations, which includes waste removal and recycling.

“Research for the Physical Plant reorganization included a series of focus groups that were held in the fall of 2001,” explains Cupido. “The groups specifically reviewed custodial operations, trade operations and customer service issues within the department. They also developed valuable suggestions for improvements in each of these areas. This input was combined with that of other research conducted for the reorganization, and the outcomes identified that the priority tasks for the department are: (1) to maintain a clean campus; (2) preventative maintenance; and (3) air quality. I am pleased to report that as a result of the reorganization, Physical Plant now has specific programs focused on each of these three priority issues to serve the McMaster community most effectively.”

One of the primary benefits of the reorganization is that there is now one easy point of contact for any Physical Plant service instead of having to know which of six Physical Plant service teams to call as well as their respective contacts and telephone numbers. The newly reorganized department provides one-stop shopping and a more efficient response system to all of its customers.

All service requests and inquiries for Physical Plant should now be submitted to the Customer Service Centre at ext. 24740. Each call is logged immediately by one of the customer service clerks who respond to inquiries and forward service requests to the appropriate department staff member for follow-up. Service requests can also be submitted electronically using the maintenance request form located on the department Web site.

Another change to occur along with the Physical Plant reorganization involves university planner Linda Axford, who takes on responsibility to oversee the Grounds service area. Axford will work closely with Cupido, and they share a reporting relationship to Karen Belaire, vice-president administration. Requests for Grounds services can be submitted through the same Customer Service Centre as all other Physical Plant services.

“Overall, the outcome of the reorganization is positive for improving the efficiency of department services that are important to the University,” says Cupido. “I do however regret that the reorganization of Physical Plant created an impact on two staff members whose positions were discontinued. One of the outcomes of centralizing our department structure is the reduction of duplication. That's obviously positive for service delivery and customer service. The unfortunate end result of centralization is the need for fewer staff, which is what we've experienced.”

“The range of services that Physical Plant provides is diverse and by their nature many are priority areas that require attention quickly,” explains Belaire. “I believe that the reorganization helps the department focus on current priority service areas, and improves customer service. This allows Physical Plant to serve the McMaster community most effectively during a period of tremendous growth and change. I extend my thanks to everyone who has contributed to the process and is involved in helping implement these positive changes.”

More detailed communications about Physical Plant's new structure and service contacts will be provided in the near future.