This document is from "Residents Voice" and contains information about an organization of that name in the Leisure World Village community. It discusses clearing up misconceptions about Residents Voice, how it started, that its funding comes from resident donations, and that it is not connected to other community groups. It also addresses the general manager declining invitations to Residents Voice meetings since 2005 and discusses how service levels and lag times affect residents.

1. LWV
February 02, 2008
Residents Voice
2/21/8 Residents Voice 1

2. “Following the Money”
2/21/2008
Tonight’s Subjects !
•“Residents Voice – Who/What/Why?”
•“What Drives Your Assessments?”
2/21/8 Residents Voice 2

3. Residents Voice
C. Grundke
2/21/8 Residents Voice 3

4. 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.
2/21/8 Residents Voice 4

5. 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?
2/21/8 Residents Voice 5

6. 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.
2/21/8 Residents Voice 6

7. 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.
2/21/8 Residents Voice 7

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.
2/21/8 Residents Voice 8

9. Has the GM ever been
contacted by RV?
2/21/8 Residents Voice 9

10. 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.
2/21/8 Residents Voice 10

11. 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.
2/21/8 Residents Voice 11

12. In December 2007, PCM ….. ;
• Left the following message on the RV
telephone (on Pam’s phone);
Due to the size of the PCM
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
2/21/8
with the GM Outreach Program.
Residents Voice 12

13. What Drives Assessments?
C. Grundke
2/21/8 Residents Voice 13

14. Service Levels
How they affect you!
2/21/8 Residents Voice 14

15. What’s a Service Level?
• Obvious ones:
– How often we cut the grass.
– How often we paint our manors.
• Not so obvious:
– Lag Time
2/21/8 Residents Voice 15

16. Lag Time –
(Hot Water Heater Leaks)
10:00am 10:00am
Place a call Jan 1 (0)hrs Jan 1 (0)hrs
1:00pm 8:00am
Maintenance arrives
Jan 1 (3)hrs Jan 2 (22)hrs
4:00pm 4:00pm
Original Problem Fix
Jan 1 (6)hrs Jan 2 (36)hrs
4:00pm 4:00pm
Problem Resolved
Jan 2 (30)hrs Jan 4 (88)hrs
2/21/8 Residents Voice 16

17. Lag Time - Hot Water Heater Leak
100
90 88
80
Hours to Complete
70
60
Svc Level 1
50
Svc Level 2
40
36
30 30
20 22
10
3 6
0 0
Place Call Maint Fix Orig Resolve
Arrives Prob Prob
Step
2/21/8 Residents Voice 17

18. What Affects Lag Time?
• Workload Projection
• Scheduler
• Employment Philosophy (I.E.; 100%)
• Warehousing Parts
• Outsourcing
2/21/8 Residents Voice 18

19. How does PCM measure
Lag Time?
• Work orders & Computer Programs &
Manual Interpretation.
• Yearly
2/21/8 Residents Voice 19

20. How does Industry Measure
Lag Time
• Work Orders & Computer Programs
• Weekly/monthly
2/21/8 Residents Voice 20

21. How Do The Boards Utilize
Lag Time Reports
• ???????? …. ????????
2/21/8 Residents Voice 21

22. THE END
2/21/8 Residents Voice 22