This Customer Service Guide has been developed to introduce the Building Services and Operations Department to the School of Medicine community and to provide you, our most valued customer, with instructions on how to secure the services we offer. We are a service department. You are our customers. It is our pleasure to serve you. If you have any questions about this Customer Service guide, or need assistance in any way, please call Rick Maffei at 785-7364.

Our Organization

We are divided into four functional groups:

1. Plant Operations Responsible for the maintenance of mechanical and electrical systems (plumbers, electricians, controls and equipment mechanics).
2. Building and Site Services Responsible for the maintenance of architectural systems (painters, carpenters, masons, locksmiths), as well as grounds maintenance.
3. Custodial Services Responsible for the care and cleaning of the facility, set-ups for special functions, in-house moving, special cleaning, and biohazard removal.
4. Parking and Transit Responsible for the parking and transit needs of the YSM community.

An organization chart, with the names and phone numbers of all of our management staff, is shown on the following page.

Procedures

Your Rights

Affirming that our Customers have rights:

• The right to be demanding
• The right to be satisfied
• The right to criticize and complain

Billing Policy

A request for service may or may not generate a charge to the customer. The guideline for charging out work is generally made on the basis of ownership of the asset. If the asset belongs to a department, the work performed is considered billable.

• Pricing information

Last modified: September 10, 2003





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