Development and implementation of a service quality rating system for facilities management in urban public school districts

A new management approach is needed to improve the delivery of facilities services in urban public school districts to ensure clean, safe and healthy learning environment. The study examined functions of facilities management as they relate to daily operations and maintenance, and identified variables and building factors affecting it. A total quality management (TQM) framework was developed to establish a continuous improvement culture in a facilities department.; The research included the development of a service quality rating system at the District of Columbia Public Schools (DCPS). A survey instrument was devised called “Service-On-Wheels,” and data was collected from 143 schools over 4 quarterly periods to evaluate 24 service categories.; The study showed that implementation of such a TQM framework improves the performance of the organization at all levels and provides for problem solving. The study examined relationships between the evaluation system and key building characteristics or factors including building age, area, condition, educational adequacy, space utilization, and student enrollment. It was found that none of these factors affect the service quality rating system. The study utilized various statistical analysis methods including regression, correlation and histograms.