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Medical College of Georgia - Delivery of Services Review - Facilities Management

Augusta, Georgia

  INDUSTRY: Higher Education
  SERVICE AREA(S): Performance Analysis

The Challenge

In early 2008, Draper & Associates was engaged by the Medical College of Georgia to provide assistance in evaluating, benchmarking, and reporting actual past performance of the delivery of project services to campus constituents by the Facilities Management Division to determine if there are areas that need improvement.

The Study entailed a diagnostic review of the delivery of services by the MCG Facility Management Division, the objectives of which were as follows:

  • Determine whether the Facilities Management Division’s project delivery policies are aligned with the Division’s goals and institutional strategic direction.
  • Identify and define opportunities to improve customer/client satisfaction and cost-effectiveness relative to the delivery of services within the College’s environment.
  • Compare the processes for managing the delivery of services on the MCG campus, and their attendant costs with processes at similar institutions

These and other tasks were addressed through an engagement that Draper & Associates crafted specifically for this diagnostic Review.  It included the use of a proven analytical methodology designed to provide for the careful consideration of all aspects of the activities, functions, processes, and/or organizational structure involved in supporting the institution.

The Draper Approach

Draper & Associates began with a review of key documents outlining processes, interviews of management and staff within the Plant Operations Department, as well as key administrators and an assessment of corresponding equipment and training.  By addressing the key business processes, the D&A Team was able to separate  challenges which stemed from flaws in the business processes  from sub-optimal departmental organization.  We utilized benchmarking data and peer institution information to facilitate quantitative evaluation of organizational structure and performance against peer institutions.

This methodology was applied through an approach and work program designed to generate recommendations that can be used to improve effectiveness and are intended to provide insight into the potential efficiencies associated with each of them.  The results of the engagement are a set of conclusions defining the current state of the delivery of services by the Facilities Management Division and a list of recommended alternative courses of actions.  These conclusions and recommendations were developed with the input and support of Medical College of Georgia staff and selected constituents of the Facilities Management Division, working in conjunction with our Consulting Team.

Draper & Associates reviewed existing delivery of services within the MCG’s Facilities Management Division in detail and recommended optional methodologies/processes/procedures the College should consider for various service types.  The focus of these recommendations was on providing high quality, cost-efficient services delivery to campus clients.

Lastly, Draper & Associates’ corporate philosophy required the Team to view recommendations from the perspective of the end user and to ensure that the suggestions were practical.  Draper recommended solutions that could realistically be implemented within the unique environment for which the user intended.


Results Realized

As a result of the analysis, Draper & Associates made sixty-nine specific recommendations.  To facilitate an organized approach to understanding the conclusions and related recommendations emerging from this analysis, they were organized into the following eight focus areas:

  1. Staffing Levels
  2. Organization/Supervision
  3. Communications
  4. Training
  5. Business Processes
  6. Customer Relations
  7. Software/CAFM Requirements
  8. Quality Control




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