"Reengineering Caretaking At The University of Toronto"
Author: Stanley, Jim
Published In: Proceedings of the 1995 Educational Conference
Presentation at APPA's 82nd Annual Meeting in Philadelphia, Pennsylvania. As part of a strategic plan to reform physical plant operations at the University of Toronto, the university began with its highest profile division, Caretaking Services, with the goal of building its image and establishing customer satisfaction. Describes the Campus Care program, managerial development training program, customer service training, developing new organizational structure, establishing credibility within the community while coping with budget and service reductions, customer feedback, attendance monitoring system, manual and computerized quality assurance programs, and productivity gains. Includes staff and customer forms.
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