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Quality Assurance & Process Improvement Projects

Current Projects

Facilities Service SOP Catalog/Document Management System

QAPI has been working with the SOP coordinators in creating a matrix to catalog all Standard Operating Procedures (SOPs), Standard Operating Instructions (SOIs), Desk Instructions (DIs), and templates in use within Facilities Services. The purpose of the SOP Catalog is to identify what is currently documented and which processes still need to be documented. We will also set up a system to house all of the documents, which will allow Facilities Services personnel to access documents.QAPI will be using the Sharepoint 2013 as its document management system to track and house these documents. This is in support of the FACT initiative (see below) as well as the Facilities Services 2013-2017 Strategic Plan.

FAMIS Alignment and Cost-Recovery Team (FACT)

QAPI is assisting FACT by providing assistance in the documentation process and ensuring a retrieval system (Sharepoint 2013) is in place to store and catalog documentation. QAPI is also providing communication and team facilitation support. To track FACT events and progress, visit the FACT site.

Surplus Property Documentation

QAPI is assisting Surplus Property in documenting their processes, creating desk instructions to ensure consistency in processes and the transfer of knowledge as key personnel leave the department.

Facilities Services Web Task Force

QAPI is assisting the Facilities Services Web Task Force in evaluating, streamlining, and redesigning the Facilities Services Web site, with the goal of improving the ease of navigation, functionality, and aesthetic appeal. The anticipated rollout date is January 2015.

CPFM Policy Task Force

QAPI is assisting Business and Financial Services and the Personnel Policy Team in reviewing, evaluating, and revising the Employee Policy Manual. The anticipated rollout date is April 2015.


Past Projects

Support Services Locks and Keys

QAPI assisted Locks and Keys in the creation of flowcharts and documentation, providing them an effective means to evaluate their processes and ensure consistent training. One of the areas reviewed and evaluated was the selection of a reliable tracking system to replace their current system.


Custodial Services

QAPI assisted the administrative team in team building and reviewing their processes. This effort included creating flowcharts and SOIs/DIs, which helped in evaluating and providing opportunities to improve their processes as well as to provide cross-training and consistency.


Recruitment Process Improvement Team

QAPI assisted the Personnel Services group in evaluating and streamlining their recruitment process. The purpose of the team was to improve service to their customers by decreasing the total time it took to submit a "request to post" to the time it posts. Deliverables for the team included an improved process, an implementation plan, metrics, a customer survey to measure customer satisfaction, a written procedure (DI) for the new process, and a method to cross-train. The team assisted in the creation of a training manual and a cross-training plan, improvements to the submittal process including an e-mail template, and a Wiki Resource page. The Wiki page created a place for customers to get answers to their questions, located needed resources, and educate and inform the Facilities Services community. It will be utilized until a formal web presence is established for the Business and Financial Services Department to which Personnel Services belongs.

Facilities Service Center

QAPI assisted the Facilities Service Center by mapping the processes used by Events, Landscaping,the five Zones, and Custodial Services. The flowcharts were used to help evaluate how services would be routed within the new Service Center to minimize customer impact during the transition and center start-up. Flowcharting allowed a detailed look at the order and interaction of activities and decisions for processes.

TracDat (Strategic Planning Tool)

The Facilities Services Strategic Core Team asked QAPI to investigate and find a method that would allow all of the Facilities Services functions to track and record their strategic goals and objectives metrics in one system. QAPI found TracDat, a tool already used within the UT System. TracDat was used only as an assessment tool within the Provost Office, but a new function to track, manage, and analyze strategic goals was added to the in March 2012. A web application, TracDat is a robust and flexible way to track objectives and outcomes. It will be used within Facilities Services to track the strategic goals and objectives for FY 2012-2013. Check back for continued updates. For questions, contact QAPI at 232-4431. See how the Provost Office uses TracDat.

Support Services: Inventory Software for Events & Moving Services (EMS)

In response to the challenge from University President Bill Powers' Technology Initiative, QAPI researched options to incorporate a real-time inventory tracking system for EMS, as well as a scheduling and dispatching tool. The inventory software will allow EMS to track inventory real-time and to schedule and dispatch crews more efficiently, increasing productivity and customer service. The software, Intellivent, is currently being procured and will be implemented in FY 2012-2013. Check back for updates.

Engineering & Technical Support

QAPI assisted Engineering & Technical Support in documenting the Maintenance Contract process. Process maps of the maintenance contracts, equipment IDs, and FAMIS maintenance setup, as well as routes for maintenance activities, were mapped to ensure a high level of understanding of the entire process.

Contact QAPI

If you have a process improvement project with which you would like help or have any questions about current projects, please contact QAPI by phone at 232-4431, or by email at