22

Work Coordination

Pulse Points

  • The work reception center (WRC) is the facility department's eyes and ears, receiving requests and prioritizing work.
  • The WRC can be the means to control and manage a chargeback system.
  • Because of the volume of work already handled there, the WRC, “the heartbeat of facility management,” is an ideal place to locate the department's service evaluation function.
  • Work reception personnel should be trained, and procedures should be developed, so that 90 to 97 percent of the workflow can be handled routinely without managerial input.
  • One of the greatest challenges to the facility manager is to ensure that the WRC remains customer service friendly and does not become bureaucratized.
  • The WRC, if properly located and ...

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