Management was able to gain visibility into work request completion rates, and facilities staff could receive feedback on their work. The result was better service. Greater visibility compelled craftspeople to be more responsive. Successful work request completion rates are high, and internal customer satisfaction has never been higher. Facilities staff receive kudos and recognition from colleagues. The company can now measure work request activity and track craftsperson time and work quality. Requestors also gained greater visibility into the status of work orders, reducing the number of status requests. Successful cost savings resulting from greater efficiency with interior spaces has led to a recent focus on exterior management ‐ parking lots, lights, signs, parking stalls, and assigned parking spaces.
