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Campus Planning and Plant Operations completes over 12,000 service calls per year.
Basic Operational Services are services for which FM&S receives Budget Allocation, and are in direct support of educational activities. These services include custodial services, building repairs, a preventive maintenance program, utilities, refuse collection, grounds maintenance and energy conservation programs and audits. Reimbursable Services are services for which FM&S does not receive budget allocation and therefore, must be paid by the requester. These services include minor renovations and/or alterations, telephone installations, automotive services and custodial services to non-buildings. Reimbursable services require that the requesting department pay for the service.
Any member of the University community may make a work request, but department chairpersons, auxiliary organizations' officers, or their designee are more likely to contact the Work Management Center. This approach has been found to be effective in cases where the requesting department must pay for the service. In these cases, the person making the request must have the authority to expend funds to pay for the requested service.
The Work Management Center is responsible for all work requests except Automotive Services. Office hours are 8:00 a.m. to 4:30 p.m. Monday through Friday. Work requests may be made by phone (8-3494), fax (8-4299), online using the Get Thing Fixed form, e-mail (plant@mail.smu.edu), campus mail (PO Box 0273), or in person (Dawson Service Center, 3050 Dyer Street, Suite 120). When a request is made, the requester must supply certain information. This includes the name, title, phone number, departments, and location (building and room) of the requester and contact person, if different from the requester. The specific location of the work being requested, building and number or other specific location such as stairwell or corridor. Finally, a job description in sufficient detail to allow the Work Management Center to make a preliminary determination of the nature and scope of the work. Simple requests such as duplicate keys or new light bulbs require less information than a request for room renovation, but please be prepared to give such information as the number imprinted on a key, or the type and quantity of light bulbs needed for even minor requests. When the clerk enters the request into the computerized work order system, the work order will be provided to the requester for reference
Work orders are assigned one of four priorities depending on the request. The priorities are as follows:
Emergency: Emergencies are situations which pose an immediate threat to personal health or safety, or of major damage to buildings, equipment, or other property. Emergencies are handled immediately.
Urgent: Urgent situations pose a threat of personal injury, equipment damage, loss of research or a serious disruption of University operations.
Routine: Routine work orders are for tasks that do not pose a threat to life, property, research, or of serious disruption to the operation of the University. These requests are put in the job queue and are processed in the order in which they are received. Large-scale work orders are treated as projects; they may require several months to complete. Small repairs are normally done within 30 days of being put into the job queue, but availability of materials and unforeseen problems could delay completion. Jobs related to specific events require adequate lead time to be completed on the date requested.
Special: Special priority is assigned to requests which require special handling for a variety of reasons. Examples of these are work which is important, but which may not qualify as urgent, work requiring special scheduling or coordination, and repairs to classrooms.
FM&S is committed to an extensive Preventive Maintenance (PM) program. The PM program utilizes a computer database to generate work orders for inspections, lubrications and minor adjustments to over 6,000 pieces of equipment comprising the major building systems, including lighting, plumbing, pumping, and environmental systems. The purpose of PM is to reduce breakdowns, increase the useful life of equipment and provide the comfortable and safe environment that staff, faculty and students have come to expect. While mostly unnoticed, the PM program is an integral part of FM&S services and helps reduce trouble calls.
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