"High Impact Team Based Custodial Service"
Author: Sluis, John P., Gary L. Reynolds, Richard Begg, Terry Pickett, and Rick Terrones
Published In: Proceedings of the 1998 Educational Conference
Presentation at APPA's 85th Annual Meeting in San Jose, California. Discusses Iowa State University's High Impact Team Based Custodial Service, a program in which employees work together to directly control the services customers receive. Discusses their transition from low motivation low impact custodial staff to one of high impact to our customers. Faced with outsourcing and loss of jobs, the custodial department became proactive and labor and management worked together on redesigning and implementing the self-directed team system. Discusses their "starpoint" design and its relation to administration, rotating roles, scheduling, customer service, and supplies and equipment. Includes employee survey, cleaning services survey, survey results, overall results, and lessons learned.
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