APPA Library

"Designing Quality Service: The Service Excellence Model"
Author: Ellicott, Michael A. and Rodney J. Conard
Published In: Facilities Manager
Date: July/August 1997

Describes the challenges faced by institutions in the environment of downsizing and cost cutting and advises adopting emerging organizational, process, and management concepts into institutional service operations. Examines how Harvard University Medical School Facilities Maintenance Organization initiated a Service Excellence Program to accomplish this. Discusses process-improvement teams, mapping service delivery process, control center, work-intake process, performance measurement, positive reinforcement, service delivery reengineering, and leadership implications.

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