Residents Voice 1

LWVFebruary 02,

2008Residents Voice

2/21/8

Residents Voice 22/21/8

“Following the Money”

2/21/2008

Tonight’s Subjects !

• “Residents Voice – Who/What/Why?”• “What Drives Your Assessments?”

Residents Voice

C. Grundke

2/21/8 Residents Voice 3

Residents Voice 42/21/8

Residents Voice 2/12/8 TV6 Interview

Excerpts

Due to the size of the video clips, the video for this page could not

be shown on the website.

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Clearing up “Misconceptions”• Who is “Residents Voice?”• Why do they exist?• What is their purpose?• What outside source funds the organization?• Has the General Manager ever been invited to

attend a Residents Voice Meeting?

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How did Residents Voice Start?

Due to the size of the video clips, the video for this page could not be shown on the website.

Resident Voice started on June 23, 2005 with 34 residents.

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Donations!

Due to the size of the video clips, the video for this page could not be shown on the website.

Donations to Residents Voice for the $10,000 ad in the OC Register were from residents of LWV. This is the only source of our funds.

Residents Voice 82/21/8

RV vs Other Organizations

Due to the size of the video clips, the video for this page could not be shown on the website.

Residents Voice has no connection or ties with other groups, I.E.; Discovery Group, SoS (Save Open Spaces), Oversight, CC&R Mediation, etc.

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Has the GM ever been contacted by RV?

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2005 GM Invitation

Due to the size of the video clips, the video for this page could not be shown on the website.

The GM has declined numerous invitations to Residents Voice meetings beginning in September, 2005.

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In January 2008;• (Referencing RV), on 1/12/8 when asked by Rob

Merritt; “…. But, None of them ever invited you to their home or came to your office?”

• The General Manager said: NO!

Due to the size of the video clips, the video for this page could not be shown on the website.

Residents Voice 122/21/8

In December 2007, PCM ….. ;

• Left the following message on the RV telephone (on Pam’s phone);

PCMDue to the size of the audio clips, the audio for this page could not be shown on the website.

The GM secretary left a message on the RV telephone in response to a request for a meeting with the GM Outreach Program.

What Drives Assessments?

C. Grundke

2/21/8 Residents Voice 13

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Service Levels How they affect you!

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What’s a Service Level?

• Obvious ones:– How often we cut the grass.– How often we paint our manors.

• Not so obvious:– Lag Time

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Lag Time – (Hot Water Heater Leaks)

10:00amJan 1 (0)hrs

10:00amJan 1 (0)hrs

1:00pmJan 1 (3)hrs

8:00amJan 2 (22)hrs

4:00pmJan 1 (6)hrs

4:00pmJan 2 (36)hrs

4:00pmJan 2 (30)hrs

4:00pmJan 4 (88)hrs

Place a call

Maintenance arrives

Original Problem Fix

Problem Resolved

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Lag Time - Hot Water Heater Leak

0 3 6

30

0

22

36

88

0102030405060708090

100

Place Call MaintArrives

Fix OrigProb

ResolveProb

Step

Hou

rs to

Com

plet

e

Svc Level 1Svc Level 2

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What Affects Lag Time?

• Workload Projection• Scheduler• Employment Philosophy (I.E.; 100%)• Warehousing Parts• Outsourcing

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How does PCM measure Lag Time?

• Work orders & Computer Programs & Manual Interpretation.

• Yearly

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How does Industry Measure Lag Time

• Work Orders & Computer Programs

• Weekly/monthly

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How Do The Boards Utilize Lag Time Reports

• ???????? …. ????????

Residents Voice 222/21/8

THE END