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1.1.2 Customer Service and Enterprise
AssetManagement
Rick ShultzCPPM, CF
June 14, 2010
Today’s Focus• About Us• What is Enterprise Asset Management• From Cradle to Grave• Tools• Customers• How APL Makes this Work• Wrap-Up
About APL• Who we are
– The Applied Physics Laboratory (APL) is a not-for-profit center for engineering, research, and development
– Located north of Washington, DC, APL is a division of the The Johns Hopkins University (JHU)
– Major asset to the nation since it was organized to develop a critical WWII technology in 1942
– Almost 5000 staff-majority engineers and scientists– 11 Business Areas (i.e., defense, homeland protection, science and technology,
biomedicine)– 11 departments – 7 technical; 4 support
• What we do– APL solves complex research engineering, and analytical problems that present
critical challenges to our nation– We work on more than 600 programs that protect our homeland and advance the
nation’s vision in research and space science, at an annual funding level of about $980 million
• Where and how we fit in– Business and Communications Services Department – Provide quality financial,
contractual, material management, external/internal and technical communications to APL
• Enterprise Asset Management Section– Responsible for managing over 40,000 assets
About the Enterprise Asset Management (EAM) Section
• Eleven (11) staff members oversee the life cycle of all tangible assets across APL in accordance with sound business practices and governing regulations
• Our Mission:– Establish and maintain an asset management control
system– Regulate policies and procedures– Coordinate the asset management functions for the
departments at APL
Enterprise Asset Management
Oversees the life cycle of all tangible assets across APL in accordance with sound
business practices and governing regulations
Who Are Our Customers• All departments and staff
– Technical and Support – all have managed property
• Property Administrators– Oversee the management of department property– EAM Team
• Property Associates– Oversee the management of unit property (i.e., group, section, etc.)
• Security
• Legal
• Government and APL compliance
What do they need from us?• Guidance and adherence to regulations, policies and
procedures for the management of APL tangible assets
• Continued improvements to streamline and make more efficient and effective processes
• Training
Thank you
Questions and comments?
Individual or departmental responsibility to perform a certain function. Accountability may be dictated or implied by law, regulation, or agreement. For example, an auditor will be held accountable to financial statement users relying on the audited financial statements for failure to uncover corporate fraud because of negligence in applying generally accepted auditing standards.
ASTM E2135: Standard Terminology for Property and Asset Management
Functional Area Responsibility
Receiving: Ensures the correct property was acquired
Enterprise Asset Management: Ensures property records are created and maintained
Finance Personnel: Ensures costs are properly posted and reported
Group Associate: Movements are property documented
Users: Ensure the property is safeguarded and used appropriately
IT Personnel: Ensure IT related property is managed in accordance with policies and procedures
Metrology Personnel: Ensure the test equipment is maintained and properly calibrated
Disposition Personnel: Ensure the property is disposed to protect
Accountability
Is the set of business practices that join financial, contractual and inventory functions to support life cycle management and strategic decision making for the IT environment. Assets include all elements of software and hardware that are found in the business environment.
Function Area Responsibility
IT Services Department: Configure: asset is ready for operation
Deploy: asset is in the correct place at the appropriate time
Adds: enhancements are properly installed and documented
Moves: tracking in system of record as actions occur
Changes: modifications are effective and well documented
Use: in accordance with policy and procedures
Support: provide help desk support
Records: Ensure the documentation of actions taken against assets
Enterprise Asset Management:
Ensures interfaces are in place and supports ITSD as required
IT Asset Management
The act or process of moving. A change of place or position. The physical relocation of property from one area to another.
NPMA Fundamental of Property Management
Functional Area Responsibility
Shipping:Ensures external shipments properly packed and documented and are in accordance with policies, procedures, and regulations
EAM Section: Ensures movements are properly documented and recorded in the record of system
Associate:Ensures internal and external moves/shipments are preformed in accordance with standardized procedures and proper authorization
Group Supervisor: Responsible for all assets and property movement within their unit (internal and external)
Legal: Addresses any liabilities resulting from damaged incoming or out going shipments
Movement
The preparation and submission of data reflecting the status of property as required by policy, procedures, regulation, or law.
Functional Area Responsibility
Enterprise Asset Management
Provides asset-related information to support various functions
Management: Age reports for replacement, Inventory result reports, audit results, etc.
Contractual: Federal Acquisition Requirement 52.245-1(f)(1)(vi)
Incident Management: Damage property for insurance purposes
Security: Loss, damage, destruction or theft
Audit Liaison: Self assessments
Associates: Listing of accountable property
IT Department: Various IT related reports (i.e., computer counts, refresh reports)
Reporting
Measures taken to guard property and information from theft, corruption, or natural disaster, while allowing the information and property to remain accessible and productive to its intended users.Security
Functional Area Responsibility
Security: Generates a stolen/missing property report
Classified Information Systems Security Office:
Ensures all “sensitive” property is managed in accordance with the National Industrial Security Program Operating Manual (NISPOM)
Enterprise Asset Management:
Ensures all laptops are accountable to individual staff members
Legal:Provide guidance to ensure policies, procedures, and regulation are understood and properly adhered to
a.k.a. Physical Inventory - The verification of the existence, location, and quantity of property items. The process may involve verifying additional property information.ASTM E2135: Standard Terminology for Property and Asset Management
Inventory Verification
Functional Area Responsibility
Enterprise Asset Management:
Ensures the inventory verification is performed and completed in accordance with policies and procedures
Property Administrators: Coordinates the scheduling for their department, and provides support as needed
Property Associates: Provide assistance to the Inventory Specialist and reconciling differences
IT Service Department: Provides support with the various interfaces related to inventory data capture
Management: Provides support for the inventory
An agreement between two or more parties which creates obligations to do or not do the specific things that are the subject of that agreement. The agreement can be formal, informal, written, oral or just plain understood.
The Lectric Law Library. Retrieved on April 30, 2010 at http://www.lectlaw.com/def/c123.htm
Contracts
Functional Area Responsibilities
Contracts: Ensures property-related issues are properly addressed and documented
Legal: Provides guidance to ensure policies, procedures, and regulation are understood and properly adhered to
Audit Liaison: Provides support and perform audits of the Property System
External Audit: Provides support and perform audits of the Property System
Subcontracts: Ensures property-related issues are properly addressed and documented
Management: Provides support and guidance as required
“Do not wait; the time will never be 'just right.' Start where you stand, and work with whatever tools you may have at your
command, and better tools will be found as you go along.”
Napoleon Hill (1883 - 1970)
Tools
PEMS
APS Fixed Assets
Property Pass
System
Surplus PickupSystem
PCRSSUID
RegistryITAM
DatabaseDataWhse
HR Info.
ReceivingPurchasingContracts Gov’t Agencies
MetrologySection
Program Managers
ShippingSecurityIT Personnel
SubcontractsFixed Assets
Supporting Databases= Current Interface
= Future Interface
Current Stakeholders
MassUpdate
Files
PhysicalInventoryUpdates
PropertyAssociates
PropertyAdministrators
EAMSection
PEMS Users
Our Tools Our Tools
HumanResource
Legal
= New Database
= Existing Database
Customers
“The question is, then, do we try to make things easy on ourselves or do we try to make things easy on our customers, whoever they may be?”
Niccolo Machiavelli (1469 – 1527)
PEMS
APS Fixed Assets
Property Pass
System
Surplus PickupSystem
PCRSSUID
RegistryITAM
DatabaseDataWhse
HR Info.
ReceivingPurchasingContracts Gov’t Agencies
MetrologySection
Program Managers
ShippingSecurityIT Personnel
SubcontractsFixed Assets
Supporting Databases= Current Interface
= Future Interface
Current Stakeholders
MassUpdate
Files
PhysicalInventoryUpdates
PropertyAssociates
PropertyAdministrators
EAMSection
PEMS Users
HumanResource
Legal
= New Database
= Existing Database
Our Customers
Our Customers
How APL Makes This Work
• Got to know your customers:– EAM Section members– EAM Team members– Internal staff– External stakeholders– Anyone who will talk to us
Examples of Improvements• Examples of centralized practices resulting from EAM
and Lab-wide initiatives– New Procurement Notifications– Software purchases
• Department P-cards for s/w purchases eliminated• S/W purchases centralized through Procurement• Improved recordkeeping• Significant cost savings
– Physical laptop management– Property Pass System
Examples of Improvements(cont’d.)
– Surplus Pickup System• Home grown • E-requests• Improved service• Improved recordkeeping
– Centralization Workstation Management• Improved incident tracking• Improved maintenance tracking• Improved asset reconciliation
– Incident Management Team / Business Continuity Planning
– Enterprise Business Systems Solutions
Enterprise Asset ManagementTeam
Bruce MillerX8-7818
Surplus Pickup Coordinator
Charlie PittmanX8-3734
Receiving Coordinator
Open Billet
Surplus Pickup Coordinator
Shayne TwiggX8-6719
Warehouse Coordinator
Jayne WinesX8-6716
Disposition Coordinator
Drew BeachX8-4957
Department Administrator
Steve McKenzieX8-6717
Subcontract Administrator
Roger GraceX8-8674
Inventory Control Administrator
Titsa BronsteinX8-8341
Asset Management
Specialist
Allen ParrishX8-6326
Gov’t Property Specialist
Rick ShultzX8-5585
Enterprise Asset Manager
Rob GaitherX8-6714Database
Administrator
Wrap-Up
Questions?
Rick Shultz - [email protected]
Comments?
“It is not enough to give the customer excellent service. You must subtly make him aware of the great service he is getting.”
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