A Leading Biotech Company Turns to UG2 to Manage Their New Headquarters and more
A leader in cancer research operating at the forefront of their field had big plans for their new Massachusetts headquarters. The 860,000 sq. ft.,16-story building would have lower-level parking, a second-floor walkthrough connecting to the waterfront, three floors of labs, a conference center, an engagement center for presentations, a cafeteria, and a fitness center—all supported by an expansive array of top-of-the-line chillers, boilers, air handlers, and cooling towers.
The company had invested in a facility that would support their commitment to delivering at the highest level, and they wanted a facility services partner who would do the same for their operations in Massachusetts, North Carolina and California. Previous experiences with other facility services providers had been marred by insufficient communication and support, outdated and underutilized tools and technology, and underperforming facility teams.
The decision-makers did their research and ultimately chose UG2 for our demonstrated record of excellence in meeting customers’ complex needs and our specific mastery managing life science facilities.
Our team quickly assessed goals, gaps, and priorities and fast-tracked a customized onboarding and transition process. The thriving partnership that resulted showcases the impact of UG2’s deep bench of subject-matter expertise, highly trained employees, best-in-class tools and technology, and people-centered approach to operations.
The components of our approach that helped elevate our service delivery included:
Building an Effective Team
Fully understanding the customer’s operation involved interviewing personnel about their roles and contributions, identifying holes in expertise, and bringing in key talent to fill those needs through multiple rounds of interviews. We bolstered the capabilities of those employees who stayed with our leading training and development offerings, and then brought in additional, highly skilled facility engineers and technicians to expand capacity.
Because UG2’s emphasis on strong partnerships includes managing subcontractors as part of the larger team, we initially onboarded the majority of the customer’s contractors, then took a close look at performance and managed out those who were not delivering to our high standards, bringing custodial services in house. The customer noticed an immediate improvement in professionalism and skills across the board.
Targeting the Right Tools
We assessed the customer’s existing tools and technology and identified ways to, one, better utilize what they had on hand, and two, build on those for a more comprehensive but tailored approach. We kept some existing software in place but improved on it through modifications to support rounds and daily checks of critical equipment, and we augmented their tools by implementing the Smart Inspect system, which allowed the team to do their own auditing.
The new system allows the team to conduct inspections and generate work orders on the spot or call in issues for additional support. Everything is documented, including where and how employees spend their time.
Leveraging Our Lab-Specific Expertise
UG2’s account managers worked to build strong working relationships on the lab side, where the work needs are complex and require uninterrupted monitoring and expectations are understandably high. With a new space and all new equipment, training and education is in constant demand.
The UG2 team traveled to North Carolina to get the most up to date understanding of how systems such as work order management could work best for the customer, and they continue to hold regular meetings to ensure all is going to plan.
Planning and Communicating for the Short- and Long-Term
At the new location, much of the company’s equipment is currently under warranty, which means contractors continue to have a role in maintenance and repairs. Looking ahead, our team is determining which of those responsibilities can be made internal. By using our own team of high-performing maintenance technicians when the warranties expire, we will save the customer the significant expenses associated with subcontracting.
Prioritizing transparency, the team documents inspections and reports back weekly, and holds weekly meetings at each site as well as monthly management meetings. Stepping up the capacity for emergency response has been a key accomplishment, as every identified issue brings an immediate response.
Enjoying the Benefits of a Strong Partnership
We’ve put tremendous effort into challenges the company struggled with, and the customer is thrilled with the results.
Our partners in company leadership and those on the ground have repeatedly commented that UG2’s approach to relationships and shared decision making has significantly improved employee satisfaction. The customer could not be happier, and when our customers are happy, so are we.