A&F Notesenhancing our culture by sharing information

what A&F did over summer vacation

Paul's Page: A message from the vc of A&F

A&F staff and external customer surveys

Special Recognition

OUT & ABOUT

MEET..... the people at the ucard office

Sundry

• Letters to the Editor
• Engineers Keep It quiet
• UMASs 5 college federal credit union comes to campus
• Comec update
• Party news

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Major activity in Procurement included the bid and/or award of contracts for Student Information Systems, Exclusive Pouring Rights, and Heating Oil.

This summer marked the first year that bike racks have been available on some UMass Transit vehicles. The Rack and Roll program was so successful it will expand to all Transit Service routes.

Physical Plant staff were busy sprucing up outside. Landscaping and hardscaping projects can be seen all over the campus.

Human Resources once again coordinated Campus Appreciation Day. Thanks to the staff in Auxiliary Services (with a special thanks to the students from Conference Services), Physical Plant and over 140 volunteers, over 3,100 staff and their families enjoyed the June 5th festivities. The beautiful weather added to everyone’s enjoyment.

With Roger Fink as Project Coordinator, Facilities Planning and Physical Plant, along with other campus groups, renovated Mahar Auditorium. Other projects included: replacing the air handling unit in Morrill 4 North and converting a Fine Arts Center space to a Music Library. The Animal Care Facilities were revamped and an addition was built, the Steamline project continues, and the Electrical and Computing Science Center is in the groundbreaking phase.

Leslie Burke and Jackie Wright at the new three station counter in Parking Services. Parking Services staff participated in customer service training this summer and PCO’s are wearing new uniforms in UMass colors. Welcome to Michael Brennan, recently appointed Manager of Parking Services, and Cathy Clark, Assistant Manager of Parking Operations.

Dennis Green and Thomas Mangan prepare lunch at the Deli in the newly renovated Hatch. In addition to the traditional burgers, chicken, and fish, the food court style eatery features Tex-Mex, Terri-Yaki’s, Bowl & Bread and the Block and Barrel Deli, each with their own menus and cashiers.

Administration and Finance hosted the 1997 Length of Service Awards Luncheon on June 13. Forty-one people were recognized for 20, 25, 30, and 35 years of service. James Weaver, Auxiliary Services, and Robert Jenks, Physical Plant, were the senior members at the luncheon with 35 years of service each.

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 Paul's Page: A message from the vc of A&F

It has been a little over three years since we embarked on the journey to emphasize quality in our delivery of services to the campus community. At the time, I stressed the fact that this would be a long journey, one which will take time because it needs to lead to very fundamental changes in how we go about our business in all of its dimensions. I think we are making great strides.

To help guide us in this effort we undertook two major survey efforts aimed at providing baseline information about customer satisfaction and your perception about the university, Administration and Finance and your department. We were gratified at the level of response we received to these efforts. The response rate to our customer surveys was very good - 1,581 of 2,878 surveys (55%) were returned. In addition 700 students were surveyed over the telephone. We received candid comments and useful suggestions about our services. This information has provided the framework for our efforts and the establishment of many process redesign teams that have worked very hard since then. Over 40 teams involving more than 200 employees have been engaged in very constructive improvements that have had major impact across the campus. Our internal surveys have likewise provided the basis for many initiatives designed to address several important environmental issues within our organization and campuswide. Communication, training, orientation, supervisor/employee relationships are all areas where we have focused particular attention over the past three years. I think we have changed our direction and gained momentum in several important areas. Our job, however, is far from finished.

A basic tenet of our quality initiative is that it needs to be a continuous effort. We need to periodically assess our progress and readjust our efforts on an ongoing basis. In order to accomplish this we are once again seeking input and feedback from both our external customers and you, our employees. With the continued assistance of the Social and Demographic Research Institute (SADRI) we are engaged in another round of surveys. The results of this effort will help us assess our progress in meeting some of the issues that emerged from our prior effort. As in the past, we will share the results for critical review and the formulation of efforts to address new or continuing concerns. You will be contacted in your workplace by staff and students from SADRI who will administer and collect the surveys directly from you and compile the results for us. Please take the time to give thoughtful consideration to the questionnaire. We value your input.

On a special note, I would like to share with you the appreciation expressed by our board of trustees for the work you are doing. At a special dinner in conjunction with the trustee’s meeting on our campus on October 7, the trustees paid tribute to the administrative staff on this campus. This was the first time in memory that the board has recognized the achievements of this very important and valued group of employees. I had the chance to introduce several A&F staff who were asked to attend as representatives of teams and departments as well as several who were recognized for individual achievements. I was proud to describe to the trustees some of the innovative and important efforts that we have been engaged in. I know our efforts made an impact on everyone who was there. You all deserve the credit for this. Thank you!

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Staff surveys are nearing completion according to Pamela Davidson from SADRI. Pamela, and her associate Natasha Sarkisian, have been coordinating the survey implementation with A&F staff. Meggan McFadden, Jenna Cournoyer and Nicole Gaynor, students trained to administer the surveys, have been working diligently to insure that all staff have an opportunity to complete the survey document.

This employee survey mirrors the survey administered 3 years ago when A&F began its quality effort. SADRI is conducting the internal surveys in small groups within individual departments. This will insure as high a participation rate as possible and, as importantly, provide staff with confidentiality.

Pamela reports that, as of October 27th, approximately one third of A&F staff had been surveyed. SADRI is expected to finish surveying by late November/early December. On that timeline, we can expect to have the results tabulated sometime in the spring.

If you were out or unavailable when the survey was administered to your area and want to participate in the survey process, call Pamela or Natasha at SADRI (545-1835 or voice mail at 545-5981).

The chart below reflects the months in which the external customer surveys will be distributed to A&F customers.

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Congratulations to Linda Marchesani and Richard Ford of the Training and Development Unit, Division of Human Resources, for their roles as facilitators, planners and organizers for both the Five Colleges Inc. Program and Training and Development’s supervisory leadership programs.

Five Colleges Inc., a consortium composed of Amherst College, Hampshire College, Mount Holyoke College, Smith College, and the University of Massachusetts Amherst, received the 1997 Excellence in Human Resource Management Award from the College and University Personnel Association (CUPA) at the national conference in July. The consortium was recognized for its Supervisory Leadership Development Program. Introduced in January 1995, the program strives to strengthen the leadership abilities of supervisors thereby bringing about positive change in the workplace environment. The program entails 10 full-day sessions that focus on critical skills for effective leadership, conflict resolution, and a team approach to problem solving.

The collaborative effort prompted several additional programs. For example, a needs assessment survey was conducted on each campus to identify professional development needs. In addition, the collaborative recently sponsored a five-day senior management seminar. Nice work Linda and Richard.

A&F Softball is a Hit by Dan Maguffin, Bursar’s Office

Dark clouds weren’t the only threat the Budget Busters faced as they battled their arch rivals, the BurStars in the first annual A&F Softball Challenge in July. The BurStars squeaked out a 6-5 win in 9 innings in what proved to be a battle of wills, pills, and spills at Crocker Field.

What was expected to be an overpowering display of offensive weapons on both sides turned into a classic pitching matchup between David "I Refuse to Give you a Pitch to Hit" Markland and just about any warm body the BurStars threw out on the mound!

Most Valuable Screamer Awards went to the Busters’ Jacqui Watrous who let out a piercing yell every time a ball was hit within 50 feet of her (editor’s note: Jacqui denies this allegation, claiming it was within 20, not 50 feet), and the BurStars rooting section which came equipped with noisemakers, cow bells, air horns, pom-poms and were classified as Harmed and Dangerous. Co-winners of the Best Spectator Award were BurStars’ Diane Coleman and Judy Lizardi, who rather than screech every time a ball was hit towards them, simply watched it slowly roll to a complete stop before attempting to pick it up.

At the conclusion of the game, Paul "Gunga Din" Page provided a much welcomed cooler of refreshments. The rematch will be held sometime next year.

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MEET... The People at the UCARD Office

Do you have your UCARD yet? If not, go see the staff in the UCARD Office, Franklin Dining Hall. They’ll take a nice picture and give you your very own UCARD. While you’re there, open a UCARD debit account. With an initial deposit of $10 you’ll be able to use your new UCARD to pay for textbooks, meals or athletic tickets and fees. Goods can be purchased at the University Store, Convenience stores, People’s Market, Mini-Store, Craft Center, Bike Co-op, and more.

The UCARD, available to students, faculty, and staff, serves as an ID card, library card, meal plan ticket, residence hall key, and long distance calling card. The UCARD is updated automatically so there’s no need to renew validation stickers for your University ID or other campus activity cards.

The UCARD Office (formerly the ID Office) opened under its new name in May, 1997 after a "name the card contest". Over 20,000 UCARDs have been issued and there are over 3,200 UCARD accounts with over $1 million dollars in deposits. Information about the UCARD can be found at www.umass.edu/af/ucard.htm or go to the UMass homepage and look under University Services, Administration and Finance.

Jane Williams, Linda Overing and Chrissy Perakis,U Card Office staff work with student workers Lydia Marolda, Jason Hirst, D.J. McCormick, Lori Pragano Angela Evangelista, Robert Matyas and Ansara Martino.

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Engineers Keep it Quiet by Ted Davis, Facilities Planning

About 5 years ago, Facilities Planning, responding to our neighbors’ request to quiet the Lederle Graduate Research Center Buildings, engaged the services of sound consultants, Acentech. While they conducted a study and established acceptable external noise generation criteria, Dan Boisclair discovered that the 2nd floor of Tower C quieted down noticeably after the replacement of an exhaust fan. Dan was convinced that using similar fans on other floors would reduce the noise significantly. He encouraged Acentech to consider replacing the exhaust fans. Dan’s solution would solve the problem for floors 3 through 16 and, more importantly, exhaust fans could be replaced one floor at a time. All of Acentech’s external noise generation criteria were met. A comment from one of our neighbors tells us that "it is considerably quieter now."

The UMass/Five College Federal Credit Union has opened an Express Branch in the Student Union. Members can make withdrawals by check or cash, deposits, transfers, loans, and Visa payments. Hours are 9:00 a.m. to 3:30 p.m. Monday through Thursday and 8:30 a.m.- 4:30 p.m. Friday. The credit union is open to UMass students and all employees of the University, Amherst, Smith, Hampshire, and Mount Holyoke colleges and their immediate families.

The1997 COMEC Caring and Sharing Campaign has begun. COMEC pledge cards are a convenient way to help over 400 local, state, national and international agencies provide services including food and shelter to families in crisis, environmental protection, disease research, and disaster relief. Together… let’s make a difference.

Your Holiday Party surveys indicated that people might prefer a celebration to brighten the dark, winter doldrums of February and the committee agreed.

Expect information about the A&F Winter Festival after the new year.

Congratulations to Ronald Lenois for winning a $10 gift certificate to the University Store. Ron’s name was chosen from those who responded to the Holiday Party Survey.

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