Our students experience a lot while on our campus and in our residence halls.  Some of the experiences can be stressful.  In the summer of 2018, the excessive heat and humidity introduced a new challenge for our students and for our staff in Housing Services, Facilities Services, and Environmental Health and Safety.  Our teams found mold in a number of residence hall rooms and apartments. At that time, we didn't have a defined or easily repeatable process to resolve these complaints, resulting in inconsistency in handling them.

Using Lean methodologies, a cross functional team was...