Quality Service Action Plan
Environmental Health and Safety
Dear Customer,
We promise that if you request service from our work unit, you can absolutely count on us for excellence.
The EHS Team
Our Team:
Bonnie Auman, Dave Bertocchi, Nate Black, Eric Boeldt, Mike Burke, Maurine Claver, Barry Cowher, Bill Dreibelbis, Steve Foard, Les Gordon, Greg Herman, Lysa Holland, Mark Linsenbigler, Mark Linsley, Zahra Lotfi, Kate Lumley-Sapanski, Sue Morlang, Kevin Myers, Jill Snook, Curt Speaker, Steve Triebold, Jim Wiggins
Our Customers:
Our families and ourselves; all Penn State Personnel and Departments (including faculty, staff, students, at all locations); Non-PSU personnel and Agencies (including state, local and federal agencies, Emergency responders, entertainers, vendors, and the local communities)
Our Customer's Expectations:
EHS will provide a safe environment
Empathy to their issues
Communications that are friendly, concerned, courteous, clear, and honest
Prompt responses to their needs (24/7)
Technical expertise/knowledge of regulations
Problem solving
Anticipate needs and answers to the un-asked questions
Appropriate and easily attained training
Documented 100% compliance with regulations
Simple processes with minimal paperwork
No charge for services
Leave work stresses at work
EHS Quality Service Standards
Safe Environment
- Develop a safety culture by leading by example, and working with University units to design safety behaviors into their day to day activities
- Safety education is essential to the mission of Penn State. EHS will always emphasize education in the development and implementation of our programs
- Continue development and implementation of safety programs and policies that are readily accessible and applicable and meet regulatory needs
- Be diligent in training our customer population on safe practices and to respect the dangers inherent in the areas in which they work
- Oversee programs and anticipate upcoming needs
- Continue to respond to requests for service, through immediate response to emergencies and prompt attention to requests
Service Attitude
- Provide attention to the customer as if he/she were the only customer and understand their needs
- Display a positive attitude
- Display photos to give our customers faces to go with the names
- Include the name of the individual who answers the phone
- EHS staff are on-call 24/7
- Look to challenges as a win-win
- Forgive mistakes
- Do not delay University activities unnecessarily
- Provide clear communications by completing answers to questions that solve the underlying problem; utilize experience to assist in identifying unanticipated problems
- Respond to needs as timely as possible; less than 24 hours to respond to the initial request for assistance; less than 48 hours to provide initials findings to requestor; and less than 2 weeks to provide written findings
- Evaluate suggestion box comments
Stewardship
- Lead by example by following good environmental behaviors
- Protect and conserve by ensuring sound environmental considerations are considered in decisions, developing environmental programs/policies, considering cost efficiencies and sharing resources when possible
- Be diligent in training our customer population, and EHS, on safe practices and to respect the dangers inherent in the areas in which they work
Ease of Service
- Working with our customers to provide programs that meet their needs and ours, by providing clear procedures and guidelines
- Use the EHS web site to provide readily available and easily accessible information to as broad a population as possible
- Minimize paperwork
- Ensure that phones are answered by humans during work hours
- Provide clear, consistent communications with people at an appropriate level
- Maintain accurate records
- Coordinate programs as much as possible
- Maintain accessibility to services by maximizing visibility, ensuring one-call shopping, traveling to work sites when needed, dropping in and maintaining direct contact with primary customers, designating backups for when primary EHS contact is not available and maintaining an open door policy for staff and visitors
- Keep communications simple and implement as part of all processes
- Ask for customer feedback
- Evaluate and review our actions
Efficiency
- Provide personnel with the appropriate equipment to perform their jobs efficiently
- Develop an integrated data management system to better track customers and enhance services
- Look for technology enhancements through process reviews and benchmarking
- Identify and utilize individual strengths within and beyond EHS
- Implement training programs that reduce EHS presentation time, but are still effective and suit the needs of our customers
- Provide instruction to units for them to perform routine tasks in a more expeditious manner
- Emphasize EHS professional development to improve skills and to improve processes
- Cross train EHS staff whenever possible
- Provide written SOPs whenever possible
- Consider outside sources for best efficiencies
- Partner with outside vendors and customers to accomplish goals
Revised April 17, 2003
Revised April 26, 2006
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