Lehigh University

Bethlehem, Pennsylvania

The Challenge

Lehigh University used the same service provider for nearly 15 years. After a pre-qualification process to find a new vendor to achieve a 75 percent quality service rating at Lehigh's 100 buildings, OneSource was selected.

The Solution

OneSource reviewed staffing levels and negotiated an appropriate employment reduction with the union. Management and services workers participated in OneSource's two-week intensive facility-specific orientation and training.  Participants learned about increased productivity goals in both English and Spanish to ensure everyone received effective training.

The Benefit

The quality rating level was initially 44.9 percent, but increased to 49 percent in the first month and to 75 percent by month three - meeting the target level three months earlier than expected.  OneSource currently maintains a quality rating of 83 to 85 percent. These dramatic results were achieved through effective labor training and utilization and reduced staffing levels - decreasing Lehigh's annual expenses by more than $100,000.

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