NEW EMPLOYEE ORIENTATION

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NEW EMPLOYEE ORIENTATION
Welcome to the

• GENERAL SERVICES DEPARTMENT
• Building Services Division

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Housekeeping Issues

• Sign-in Sheet
• Breaks
• Cell phones and pager
• Restrooms
• In Case of Evacuation
• Reporting Location

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Purpose of Orientation

• To provide new employees, with information and
  tools that are critical, in order to become a
  successful employee.
• Your Success Is Our Success!

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Agenda

• Part 5 Formula for Success
• Part 6 Key Policies
• Part 7 Safety
• Part 8 Closing

• Part 1 Introduction
• Part 2 SEA CWA
• Part 3 Customer Service
• Part 4 Performance
• Part Three Formula for Success

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Part 1 Introduction

• Well Done is Better than Well Said
• Benjamin Franklin

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State of New MexicoGeneral Services Department

• Governor
• Bill Richardson
• Lt. Governor
• Diane Denish
• Cabinet Secretary
• Arturo Jaramillo
• Deputy Secretary
• Marilyn Hill, Acting

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General Services Department

• The Department's Mission
• Provide Essential Resources and Innovative
  Business Solutions for State Agencies.
• Conserve and Manage the Assets of State
  Government through Prudent Stewardship.
• Foster Responsive and Courteous Customer Service.
  

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General Services Department

• Divisions
• Building Services Division (BSD)
• Administrative Services Division (ASD)
• Property Control Division (PCD)
• Risk Management Division (RMD)
• State Purchasing Division (SPD)
• Transportation Services Division (TSD)

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Building Services Division (BSD)

• Dave Simpson
• Director
• Selby L. Lucero
• Deputy Director

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BSD Team Managers

• Matthew Cassidy
• Safety Security Mgr
• Mel Prada
• Maintenance Mgr
• Dwight Ramos
• Custodial Services Mgr
• Manuel Sanchez
• Office Manager
• Peter Sandoval
• Landscape Care Mgr

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Introductions

• Introduce yourself! Who are you!
• More than your name and position.
• Hometown?
• Family?
• Interesting childhood hobbies?
• Biggest challenge growing up?
• First job?
• Adult Life?

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Key Service Areas

• The Five Stars
• Building Maintenance
• Customer and Preventative
• Custodial Services
• Landscape Care
• Safety and Security Services
• Utility Management

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BSD Responsibilities

• State owned executive buildings in Santa Fe.
• 1.5 million square feet
• Including the Governors Residence
• Ft. Stanton
• Lincoln County
• Albuquerque State Government Ctr.
• 5th and Roma

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Organizational Recognition

• BSD Has Been Recognized
• Quality New Mexico
• Roadrunner Recognition
• Only a few have reached Zia Level
• National Association of State Facilities
  Administrators (NASFA)
• Quality Improvement Process
• Natural Gas Purchasing
• Leadership Roles

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Organizational Recognition

• BSD is a key agency with regards to
• Climate Change
• Renewable Energy Use
• Recycling
• Green Cleaning
• Integrated Pest Management
• Natural Gas Marketing

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Part 2 SEA CWA

• CWA Orientation

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GSD STEWARDS

• Carl Reed, Union Vice-President
• 827-2141
• Carl.Reed_at_state.nm.us
• Michael Malinowski, Chief Steward
• 827-0510
• Michael.Malinowski_at_state.nm.us

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Take a Break 10 Minutes
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Part 3 Customer Service

• If we do not provide excellent customer service,
  someone else will.

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BSD Mission / Motto

• Mission
• To provide, safe, clean, energy efficient work
  environments for our employees and customer.
• Motto
• Do the Right Thing

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Customer Service

• Most Important Thing We Do!
• If we do not provide excellent service, why are
  we needed?
• Customer Service is your job!
• If you cannot solve the customers need, find
  someone who can.

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Customer Service

• Do you have an example of either excellent
  customer service?
• It does happen!
• Examples of Customer Service?
• Airlines? Manufacturing?
• Hotels? Automobile?
• Restaurants? Government?

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How Do We Serve the Customer?

• Our Core Values are the foundation of Excellent
  Customer Service.
• Tools for providing excellent customer service
• Customer Work Order System
• BSD Webpage
• I AM BSD
• Employee Card

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GSD Core Values

• Open Communication
• Interacting Effectively, Building Cooperative
  Relationships and Encouraging Creative Ideas
• Mutual Respect
• Helping Each Other Succeed, Respecting our
  Diversity and Understanding the Views of Others
• Professionalism
• Meeting Expectations by Being Prepared, Confident
  and Straight-Forward
• Accountability
• Being Dependable and Earning Trust Through Words,
  Actions and Achievements

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Exercise 1 10 minutes

• Break into Four Groups (1,2,3,4)
• Select a Group Spokesperson
• What do the core values mean to you?
• Give examples.
• Group One Open Communications
• Group Two Mutual Respect
• Group Three Professionalism
• Group Four Accountability

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Excellent Customer Service Is

• Delivered on a Timely Bases
• Performed in a Professional Manner
• With Highest Quality Possible
• Not complaining to the customer about your
  problems.
• Well done is better than well said!

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BSD Work Order System

• Building Services Division Website
• www.generalservices.state.nm.us/bsd
• Click on Customer Links
• Click on Request Cleaning or Repair

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BSD Work Order System
Eight Quick Simple Steps
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BSD Work Order System
BSD Manager immediately receives an Email
notification. Customer receives an email when
work order is completed.
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BSD Webpage

• www.generalservices.state.nm.us/bsd
• GSD Divisions Bureaus
• Home
• Building Information
• Goals Principles
• BSD Employee Links
• Customer Links
• Contact Us

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BSD Webpage

• BSD Employee Links
• BSD Policies Procedures
• BSD Training
• Employee Email Access (Login Instructions)
• Facility Max
• GSD HR Policies
• NOAA Weather Forecast (Santa Fe)
• On-Call Schedule
• PM Work Orders
• SHARE Portal
• State Personnel Office (Inclement Weather
  notifications are here)
• State Purchasing Division - Statewide Price
  Agreements
• Work Order System

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BSD Webpage

• Customer Main Menu
• Request Cleaning or Repair
• Check Status of Cleaning or Repair
• Key Request Form
• Code Request Form
• Access Card Request Form
• State Online Telephone Directory Reserved
  Parking Request Forms
• Carpool / Vanpool
• Alternative Fuel Vehicle
• Emergency Evacuation Plan  

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BSD Webpage
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Customer Service Model

• I AM BSD
• Immediately greet the customer in a positive
  manner. Smile!
• Anticipate the customers needs.
• Meet or Exceed Expectations.
• Be Friendly.
• Say Yes to your customer. Find a way!
• Deliver a Thank You when finished.

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Exercise 2

• As a Group
• Give TWO examples why each part of I AM BSD is
  important.
• Give examples where someone that you have
  encountered, as given a similar service and how
  it made you feel.

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Exercise 3

• Customer Role Play
• Situation Customer has called BSD, needing
  service. You have been told to talk to the
  customer, however you are not sure what he needs.
  Approach the customer. Remember I AM BSD.

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Lunch / Exercise 4

• Come back with one feature about this property,
  that your find interesting.

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Exercise 4

• What did you find interesting about this
  property?
• Why was it interesting?

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Part 4 Performance

• Opportunity is missed by most people because it
  is dressed in overalls and looks like work.
• -Thomas Edison

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Performance Goals

• Why have goals?
• Measure Success!
• Provides Customer Feedback
• Allows for Comparison Results over time.
• Measures quality, productivity and effectiveness.

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To Provide Excellent Customer Service

• QUALITY GOAL
• Measurement
• 90 92 or greater customer satisfaction
• How do we measure?
• Annual Customer Survey
• Based on Satisfied, Very Good and Excellent
• Point of Service Survey
• Employee provided after work order is complete
• Employee Satisfaction Survey
• Satisfied employees provide excellent service.

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To Perform Effective Preventative Maintenance

• EFFECTIVENESS GOAL
• Measurement
• Complete 2,800 Customer Work Orders per fiscal
  year
• Complete 18,000 Preventative Maintenance Work
  Orders per year
• How do we measure?
• Automated work order systems.

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Operate at a Cost Comparable to Industry
Standards

• EFFICIENCY GOAL
• Measurement7.52 / square foot
• 5 / - of BOMA Average for SFe.
• How do we measure?
• Total expenditures divided by square feet
  maintained in Santa Fe.
• FacilityMax
• To be implemented at end of 2007

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RESULTS Excellent Customer Service
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RESULTS Employee Satisfaction
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RESULTS Productivity
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PERFORMANCE Efficiency

• Enough with the graphs!
• Trust me we track operating cost per square foot.
• Largest costs.
• Personnel
• Utilities

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FacilityMax

• Computerized Maintenance Management System
• State of the Art System
• Manages all work flow in BSD.
• Implementation December 2007
• Will require daily work reporting

• Shops
• Equipment Group
• Work Orders
• Administrative
• Routine
• Preventative Maintenance
• Customer
• Phase Status

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Part 5 Formula for Success

• Your success is our success!

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Review

• Most important thing we do?
• GSD CORE VALUES
• MISSION STATEMENT
• MOTTO
• BSD Employee Card
• Carry it with you!

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UFO Formula for Success

• Understand the Mission
• Follow the Ten Principals
• Supports Customer Service
• Observe the Motto

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Ten Principles

• Each day, do your best! Take pride in your work
  and your appearance. Ask yourself, "Am I proud of
  what I accomplished today?"
• Every manager and supervisor will communicate the
  vision, mission, goals, motto, ten principals and
  results to every employee. Every employee is
  empowered to make these happen.

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Ten Principles

• Apply the values of OPEN COMMUNICATION, MUTUAL
  RESPECT, ACCOUNTABILITY AND PROFESSIONALISM!
  Assume you will be featured each night in the eye
  of your stakeholder, the citizens of New Mexico.
• To create pride and joy in the workplace, all
  employees have the right to be involved in the
  planning of the work that affects them. All
  employees have the right to be recognized for
  outstanding efforts by their supervisor.

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Ten Principles

• Protecting the assets of the State of New Mexico
  is the responsibility of every employee. Conserve
  energy and water. Properly clean and maintain
  your buildings to the highest standard possible.
  Spend money carefully. Protect the environment.
• Treat your customer and your coworkers with
  respect. Smile! Use proper vocabulary. Display a
  positive attitude.

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Ten Principles

• Take full responsibility for your actions and
  your job assignments. Be willing to accept
  challenges. It is always "your job" to provide
  customer service.
• Think safety first! Each employee is responsible
  for creating a safe, accident free work
  environment.

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Ten Principles

• Each employee is empowered to create a solution
  for our customer's problems. Be a solution
  generator! Escort your customer to someone who
  can help solve his or her problem if you cannot.
• It is the responsibility of every employee to
  create an environment of teamwork so that the
  needs of our customers are met.

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Take a Break 10 Minutes
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Part 6 Key Policies

• Majority of disciplinary issues are due to
  violations of these policies.

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Code of Conduct
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Use of Leave

• Sick Leave Line (827-2720)
• Must Call 30 minutes after shift begins
• If you will be late to work?
• Up to 1 hr/wk make up time allowed.
• Communicate with supervisor
• Family Medical Leave
• Annual / Comp Time Leave Requests
• Requested in advance (2 x )
• Approval required

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Other Policies

• Snow Removal
• Maintenance Landscape
• Volunteers
• Tools
• Overtime
• On-Call (24/ 7 / 365)
• Call Back Time
• Reporting Time

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State Benefits

• Competitive Salary for Industry
• Health Insurance (State Shares Cost)
• Retirement (PERA) (State Shares Cost)
• Annual Leave (Varying amounts)
• Sick Leave (95.95 hours / year)
• Paid Holidays (10 Total)
• Employee Assistance Program (EAP)
• Employee Union (SEA CWA)

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BSD Added Benefits

• Uniforms (6 pants, 6 shirts)
• Cotton where arc flash is potential.
• Employee Action Committee (EAC)
• Know your representative.
• Employee of the Month
• Supervisor of the Month
• Work for a successful agency.

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Part 7 Safety

• Protect your body, its the only one you have!

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Safety

• BSD Safety Committee
• Meets Regularly
• Comprised of Managers, Supervisors and Employees
• Includes the cooperation of the SEA CWA.

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Safety

• Typical Injuries
• Potential for Injury
• Strains
• Back Proper Lifting
• Knees
• Exercise / Eat Right
• Stretch before strenuous work.

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Safety

• Personal Protective Equipment
• Hard Hats (Tight Areas)
• Safety Goggles (Chemical, Debris)
• Ear Muffs Plugs (Noise)
• Gloves Various types
• Safety Shoes (Feet)
• Use them!

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Safety

• Ladders
• Proper Set-up
• Proper Ladder for Situation
• Top No Lower than Waist
• Steps and Stairs
• Watch you step
• Do Not Carrying Items

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Safety

• Radio Communication
• Techniques
• Common Break Times
• Check on your co-worker
• Incident Action Plan
• Handout Not fully developed

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Checklist

• SHARE password?
• Radio Issued?
• Sized for Uniforms?
• Sized for Shoes?
• Have you received Tools?
• Attended an HR Orientation?
• Attended a CWA Orientation?
• Complete Survey Regarding Orientation?

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Part 8 Closing

• Individual commitment to a group effort - that is
  what makes a team work, a company work, a society
  work, a civilization work.
• -Vince Lombardi

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Contact Us

• Survey for this Course
• Selby Lucero
• Cell Phone [phone]
• Selby.lucero_at_state.nm.us
• Main Office 827-2349
• David Simpson
• Cell Phone [phone]
• David.Simpson_at_state.nm.us

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Thank You!