Quality Service

The Office of Physical Plant (OPP) is the administrative unit of The Pennsylvania State University, responsible for the stewardship of the University’s physical assets. Quality Service is the cornerstone of OPP and its parent organization, Finance and Business. The strategic plans of both organizations focus on providing quality service to their customers.

To help meet this goal, all OPP employees attend a comprehensive Quality Service Training Program. This program provides a framework for each work unit to establish its own quality standards. The training also provides a customer service skills refresher for employees.

In Phase I of the program, the [OPP] Executive Steering Group (ESG) established the quality service philosophy and standards for the Office of Physical Plant.

            We seek to exceed our customers’ expectations and strive for excellence in our work through these quality service standards

                          Ease of Service – providing products and services that are responsive to our customers’ needs through                                                            

                                                            well-communicated and uncomplicated processes with clearly defined entry points.

                          Safe Environment – providing for the health and safety of people and the environment through daily work processes,                                                            

                                                            environmental protection, maintenance practices, and facilities design.

                          Service Attitude – being sincerely interested in the customers’ needs and proactively seeking solutions.

                                                            Key attributes include reliability, accountability, and courtesy.

                          Efficiency – delivering high quality products and services in a cost-effective and timely manner. 

                          Stewardship – preserving and enhancing the physical assets and visual qualities of the University

                                                            through thoughtful decision-making and wise resource allocation.

 In Phase II, employees are provided with an overview of the quality service philosophy at OPP and its support of the organization’s mission, vision and strategic plan.

In Phase III, employees learn the necessary skills, knowledge, and behaviors to deliver quality service.

In Phase IV, employees in each work unit identify their internal and external customers, develop their Quality Service Standards, and a Quality Service Action Plan (QSAP) for providing Quality Service.

Each year, the various units in OPP meet with the AVP and/or Deputy to review:

                   Status of work unit’s Quality Service Action Plan (QSAP)
                             - Highlight any changes that address new survey results
                   Status of initiatives presented at last year’s meeting
                             - Method of measurement and verification
                   Proposed initiatives for this year
                             - Link to the strategic plan
                             - Proposed methods of measurement