H&FS VALUES IN PRACTICE
CMID Takes a Proactive Approach

When it comes to living out the H&FS values, the Construction, Maintenance, and Interior Design (CMID) unit has jumped in with both feet, and they’re excitedly writing their own future.

Like other H&FS units, CMID is undergoing major changes. Their staff has increased from about twenty to nearly two hundred in less than two years. Reporting structure has changed, positions have changed, and goals have changed. It would be easy to become overwhelmed in such chaotic circumstances, but instead, they’ve taken a proactive approach that is rooted in the values established for our Division. Let’s take a look at how they’re doing it.

PURPOSE
Guest Experience, Quality Throughout, Social Responsibility

With the goal of learning as much as possible to help MSU meet the high standards we’re all setting for ourselves, some of the CMID staff members are becoming “specialists” in an area of Construction, Maintenance & Interior Design. The CMID Team is deeply involved in sustainability, “green” and high performance cleaning practices and equipment, reducing water and energy usage, Leadership in Energy and Environmental Design (LEED) Commercial Interiors, LEED New Construction, and LEED Existing Buildings. As Administrative Associate Sue Petrisin says, “There’s no way we can all know everything, but this approach will allow us to share what we learn for the benefit of our customers.”

When there is a staff member who excels at a particular skill or technique, the flexibility of the new reporting structure allows that person to “share the wealth” by training other staff members in other buildings. Sharing best practices results in more highly trained staff and higher quality throughout all H&FS buildings, which ultimately results in a better customer experience. “Our customers benefit when our staff is getting what they need from us,” adds Petrisin. “We have to let our staff know how important they are to us, and that naturally trickles down to how they treat our customers.”

CMID is responsible for the selection of the chemicals used in cleaning and maintaining our facilities and is taking the lead in researching and selecting appropriate “green cleaners” that will be environmentally responsible and friendly. Additionally, CMID’s interior designers are tasked with selecting environmentally friendly materials, finishes, and furnishings to be used in renovations and new construction. Not only must products be manufactured in a socially responsible manner, but when the time comes to replace them, designers are looking for “take-back” programs, in which the manufacturer takes back the materials for recycling.

When new construction or renovations occur, CMID also arranges for demolished materials to be recycled in any way possible. In the recent Snyder/Phillips project, a wide variety of construction materials were recycled, including cardboard, copper, brick, and other metals.

PRACTICE
Strategic Thinking, Innovative Mindset, Fiscal Responsibility

Like so many other areas of our lives, our practices at work must keep pace with quickly changing times and conditions. In the case of MSU, we also have to consider the customer, who is changing just as fast. We have to be ready for students who are used to iPods, laptops, wireless Internet service, their own rooms, and getting what they want when they want it.

The truth is that our residence halls, while well maintained, are old and in need of major updates. But CMID is concerned with much more than just bricks and mortar. While gradually renovating and updating our facilities, they are also investing in their people. Educating and training staff to not only become experts in varied and upcoming fields, but also to learn new skills in preparation for promotions to more responsible positions, are some of the best ways to be an innovative and fiscally responsible Division. Investing in people will pay big dividends for staff members, the Division, and for our customers.

PEOPLE
Partnership, Staff Development, Communication

CMID is already in the habit of collaborating regularly with the University community. This practice is expanding through the development of all-University committees and work groups that have a common goal: the long-term success of MSU and its customers. Similarly, with all the areas that CMID addresses regularly, nothing is done without thinking it through and considering the “big picture.” CMID staff members partner regularly with other University staff, including Physical Plant, Grounds, and University Administration, to ensure we’re acting in the best interest of all involved.

The PBS show, Good to Great has become a popular topic of conversation among Divisional management recently. Because the concepts are so universal, this program was shared with the staff members in each complex and throughout the unit. Each group discussed the program’s relevance to their particular situation, and how the concepts could be applied. In January, Jane Erickson from The Training and Wellness Works held a session with facility managers. Using the information gathered from the unit’s Good to Great sessions, a SWOT (Strengths, Weaknesses, Opportunities, and Threats) analysis was done. Using team-building activities, participants learned what each person brought to the system and how individual strengths and weaknesses actually created a stronger team.

During the January session, the “Spartners” program was developed, which is all about working together with all of our Spartan partners, both inside and outside H&FS, toward a common goal: Delivering Outstanding Spartan Experiences. According to Petrisin, “We want anybody we come in contact with to become a Spartan for life. It is critical that the entire staff understands the importance of everything we do and the opportunity and impact we have with each customer – the touch point.”

CMID is researching what’s going on in the facilities industry across the country, especially as it relates to institutions of higher education. “Facilities Management is truly a profession and is being treated as such,” says Petrisin. “Within a few years, all facility managers, assistant managers and supervisors will be required to attend classes, conferences, seminars, and finally test to become certified as either an Educational Facilities Professional (EFP) by the Association of Physical Plant Administrators (APPA), or a Certified Facilities Manager (CFM) by the International Facilities Management Association (IFMA).” Continuing education will help CMID stay current in the industry. Similar opportunities will soon become available for building and maintenance workers, allowing staff at all levels to network and become exposed to new ideas to share with other staff.

In March, CMID held an employee recognition event titled, “It’s All About You.” Primarily focused on staff recognition, the event also featured communication and team-building activities, education workshops, food, and fun. “Our goal was to recognize our staff and the contributions they make daily to the success of MSU,” Petrisin said. “We also kicked off the Spartners program.” CMID plans to have four departmental programs annually to allow staff members to regularly interact as a team, provide recognition, support and education, along with food and fun, of course.

Communication Rooms are being established in each complex; several are already complete. These rooms are equipped with computers for staff use, and training will be available. Since job applications, benefit information and other University and Divisional communication are all now online, it’s essential that staff understand computer basics. The University-wide Computer Access and Training program is already underway, which will provide the framework for necessary equipment and training.

CMID recently began their own blog. What’s a blog? Webster defines it as “a Web site that contains an online personal journal with reflections, comments, and often hyperlinks provided by the writer.” What it means for CMID is a channel for two-way communication among staff. Petrisin envisions this as a site for presenting new information, such as ideas gained by attending a conference, or simply polling staff about a problem.

We’ll be hearing more about how other H&FS units are “living” our values. As the Strategic Plan unfolds, there will be more and more opportunities to take on this challenge and internalize the values to individual situations. This is a great topic of discussion for units, so please share your insights with your coworkers, supervisors, and Serving State!

*This article appeared in The Serving State Spring 2008 issue.

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