ADMINISTRATIVE UNIT REVIEW RECOMMENDATION #3A

Title:                             Self Service Islands

Description:                  Explore the possibility of Self Serve Islands.

Team Leader:               David Franklin

Team:                           Manny Souza, Valerie Ozella, Nate Cacciari, Tom Pomroy,

Jay Chase, Bob Jahn, and Randall Williams

Identified Issues:          

¨      How will customers view Fleet Services customer service?  Will this hurt customer relations? Customers might perceive a lack of service by Fleet employees.

¨      Potential hazards include fuel spills and customers exiting islands with the fuel nozzle in place.

¨      Mileage may be incorrectly entered into fuel database. 

¨      Fleet employees will no longer be checking oil levels on the islands. Will this lead to problems such as loss of engines?

¨      Customers frequently come to fleet without their proxy keys and therefore need assistance. 

¨      Self-service islands will not work for pool vehicles.  The vehicles' mileage and time must be recorded as they arrive in order to process the correct charge to customers.  Detail staff will watch the pool fuel lane and will check in the vehicle as they arrive.

Fleet Proposal:            

¨      The team recommends that Self-service islands be implemented on a three-month trial for all vehicles except pool.  During the last month of the trial (June), fuel island customers will be queried as well as vehicle coordinators to determine the impact on our customers.

¨      Signage will be placed on the islands.

¨      Fleet will continue to assist customers on an as needed basis through April 12th in order to phase in the self-serve concept.  Larry Kaake (island attendant) will be having knee surgery (Worker's Compensation injury) on April 12th. When Larry returns to work in mid-May, he will be reporting to the Heavy Duty Shop to start a cross training position vacated by Mitch Roath.  Larry's position on the fuel/detail islands will not be filled at this time.

Justification:     

¨      The Self-serve Islands' Team is concerned with the impact on customers. The fuel island staff interact with more customers than any other area of Fleet. Will this lack of communication hinder our ability to provide good customer service?  This question should be answered after a trial program. 

¨      The fuel/detail island team (2.5 FTE without Larry Kaake) is willing to try to continue full service.  However, they have concluded that trying Self-service islands on a trial basis will be more telling of customers' desire for full or self service.

¨      Fleet Services is proud of the reputation we have earned for our dedication towards environmental issues.  We are a "Green Shop", and it is important to us that the fuel islands continues to be modeled in this direction.  Our attendants currently clean up spilled fuel immediately and with some of our specialty vehicles this is common. The waste is then collected and disposed of in a hazardous waste bin.  Customers will be trained to notify an attendant when spills occur. 

Impact:

 

¨      2.5 FTE Automotive Attendants will be responsible for staffing the detail area and pool fuel lane, yard maintenance, car wash maintenance and steam cleaning area maintenance.  The .5 FTE is also responsible for supervisory responsibility for this area.  They will no longer be able to assist the Service Office with pick up and delivery of vehicles.  The Service Office will use their student staff to clean leased and replacement vehicles coming out of the shop. 

¨      Technicians on the team are concerned with discontinuing the check of fluid levels on lease vehicles coming through the fuel islands.  This could lead to mechanical problems up to and including loss of  engines. 

¨      Incorrect meter reading entered into the system will cost some staff time to investigate and correct.

Results of Survey:

¨      See Fleet Website for results of survey

¨      Fleet will post signs for assistance with checking oil.

¨      Fleet will increase the variance for acceptable meters in order to accommodate vehicles that have purchased fuel off campus.

¨      Fleet has purchased two-way radios to call attendants to respond to the islands to assist customers.  Dispatch office personnel have also been trained to answer questions and assist customers with problems using the proxy keys.

¨      Fleet will assign proxy keys to departments if they need to fill gas cans on a regular basis.

¨      Fleet will have gloves and hand sanitizers available for customers who request them.