Best Practices for Achieving Facilities Operational Excellenceeasywaresolutions.com/infor-facility-management-pdf... · Overview of Bentley College Bentley College introduction

Best Practices for Achieving Facilities Operational ExcellenceTom KaneDirector of Facilities ManagementOctober 14, 2008

1Copyright © 2008 Infor. All rights reserved. www.infor.com.

Overview of Bentley College

Bentley College introduction

Maintenance process improvements

Mobile technology

Summary and lessons learned

Copyright © 2008 Infor. All rights reserved. www.infor.com. 2

Bentley on a Good Day


When things are going bad


Overview of Bentley College

Business university that blends the breadth and technological strength of university with the values and student experiences of a small college

Educate students to be leaders in business and related professions in a global economy

Combine the communicative, creative and reflective strengths of the arts and sciences with the analytical, technological and problem-solving strengths of business

Enroll approximately 3,900 full-time undergraduate, 340 adult part-time and 1,300 graduate students


Bentley and Technology

Business School for the Information Age

State-of-the-art technology facilities: trading room, center for marketing practices, and design and usability center

Students can use the latest technology during their college experience


Aerials of Bentley

Located on 163 acres in Waltham, MA approximately 10 miles west of Boston


Facilities Organization


Tom KaneDirector of Facilities

Brenda SpencerManager of Materials

Management

Jonathan L’heureuxShipping & Receiving

Coordinator

Ray KirkPart Time Shipping & Receiving Coordinator

Jennifer MarcotteFacilities Support

Manager

David IodiceAsset Management

Coordinator

Roy MoganCustomer Service

Specialist

Ray St. Hilaire

Work Order Control Assistant

Kerri Roche

Assistant Director of Sustainability &

Energy

Brett Hewitt

Facilities Systems Analyst

Wayne LamoureuxAssistant Director Facilities Services

Chris Kneale

Grounds & Transportation

Manager

Automotive: 1 FTE

Grounds: 11 FTEs

Movers: 3 FTEs

Hurley of America

3 Managers

32 FTEs

Joe Hayes

Operations Manager

Herb White

Night Operations Manager

Rich McHugh

Custodial Services Manager

Debra Burbank

Manager of Planning & Construction

Bernardo Rodriguez

Capital Construction Manager

HVAC Project Manager

Bernie FarrellAssistant Director

Facilities Operations

Jessa Marshall

Manager of Life Safety Services

Mike McAveeney

Environmental Health & Safety Officer

Fire Alarm: 1 FTE

Walter Cochrane

Trades Manager

Trades: 14 FTEs

Eva Arico

Facilities Administrator

Gina Farrar

Part Time Receptionist

Facilities Management Facts

Divisions within Facilities

Trades Electrical

Life Safety Grounds

Custodial Work Order Control

Materials Management Capital Planning & Construction

Responsible for all maintenance and construction activities

128 full-time staff

107 union

23 non-union employees


Facilities Systems Integration


Pulls costs from

Infor EAM for

accounting

The Conference

Center‟s Room

Scheduling software

automatically

updates FPF Work

orders

Allows students, faculty and

staff to input work orders

Bills the students

for dorm damages

Banner updates

customer information

in Infor EAM each

night.

Handhelds are used by

managers to create work

orders in the field

Handhelds are used by Life

Safety for inspections

Used to create reports

and view them over

the web

Invoices paid in

Banner and PO

created and received

in Infor EAM

Customers are automatically sent email

notification of their work order status

Campus Square Footage

The campus consists of 48 buildings, with a total area over 1,710,000 square feet.


Residential Life50%

Classrooms23%

Administration15%

Athletics6%

Student Life5%

Facilities1%

Square Footage per Trades Full Time Employee (FTE)


0

20

40

60

80

100

120

1980 1999 2002 2005 2006 2008

Trade FTE'S Square Footage Per FTE

Custodial41%

Carpentry13%

Other13%

Grounds9%

Electrical8%

Plumbing6%

HVAC6%

Life Safety5%

Work Order Distribution

The Work Order Control Center processes approximately 38,000 work orders per year


Dorm Inspection Preparation

Inventoried and numbered all buildings and rooms on campus

Set up building and room equipment classes and categories


Work Order Approval Process


On-line Requests

Over 5,000 Faculty, Staff and Students can place requests over the web

Linked Banner (Student Information System) to the Caller Module

Work requests over the web defaults with their names and location information based on their login

Nightly feed in place to bring over all location updates, add, and deletes

Users pick only eleven generic problems


Benefits of On-line Requests

2,250 Residential staff data entry hours were eliminated per year

Student phone calls were reduced by 50%

Duplicate work order entry was eliminated

Residential staff able to focus on real issues


Events Management Software (Resource25)

12,000 work orders per year generated through Meeting and Conference Services department using R25

Facilities wanted to track these work orders in Infor EAM, but did not want to manually key them in

Working with both departments, IT designed a system that would read R25 and automatically create work orders in Infor EAM


Automated Function Planning Forms

Before:

Client fills out an MCS Function Planning Form (FPF) manually

Meeting and Conference Services staff books a room in Resource 25

FPF is emailed to Facilities Management where it is printed and filed by date. Multi-date events are copied and filed by day

Manager gives copy of form to custodial staff for setup to be performed


Automated Function Planning Forms

After:

Analyzed current function planning work form flow

Matched rooms in both systems

Developed an automated process so that once MCS enters event in R25 and confirms status, work order is generated

Manager prints daily and/or weekly reports that custodial staff use to perform setups

Streamlined the process to remove paper function planning forms

Provide managers with a easily to use daily report


Function Planning Form Report


Results of Integration

Web-based function planning implemented, eliminating data entry by MCS

Eliminated 1,000 custodial staff managers‟ hours per year

Eliminated paper copying and filing

Increased accuracy in function planning setups

Able to track real cost of function planning support

Easier to manage function setups with reports


Function Planning Form Benefits

Eliminated 1,000 custodial staff managers‟ hours

Eliminated filing

Increased accuracy in Function Planning Setups

Able to track real cost of Function Planning support


Inboxes and KPIs


Scheduling Work with Inbox Queries

The old process: “feeding the chickens”

Work Order Control printed a work order

Work order given to the trades manager

Work orders piled up without looking at priority, target date or building



The new process:

Inbox queries show open work orders by trade

Inbox queries show # of assigned work orders by person



In WMJOBS, we sort by location and target date, and then fill in the Assigned To field

On the Activities tab, we enter the trade and estimated hours

We built a customized report to print multiple work orders per page




Scheduling Work Results


8

1082.25

457

5

816

454

0

200

400

600

800

1,000

1,200

Number of Employees (FTEs)

Hours Worked (including OT)

Work Orders Completed

Feb-04 Feb-05

Service Requests Generated by Fiscal Year


0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

2005 2006 2007 2008

Fiscal Year

Call-Ins


0

100

200

300

400

500

600

700

800

$0

$5,000

$10,000

$15,000

$20,000

$25,000

$30,000

2006 2007 2008

Overt

ime H

ours

Work

ed

Overt

ime C

ost

Fiscal Year

Overtime per Fiscal Year


$100,000

$110,000

$120,000

$130,000

$140,000

$150,000

$160,000

$170,000

$180,000

FY03 FY04 FY05 FY06 FY07 FY08

Fiscal Year

Stockroom

725 SKU‟s in Stock

Total inventory value over $200,000

3,788 POs processed in FY06

All items issued to work orders


Preventative Maintenance Work Orders Generated by Fiscal Year


891

2930

7988

10626

0

2,000

4,000

6,000

8,000

10,000

12,000

FY05 FY06 FY07 FY08

EAM Mobile and Customized Inspections

Jessa MarshallManager of Life Safety ServicesOctober 14, 2008

35Copyright © 2008 Infor. All rights reserved. www.infor.com. 35Copyright © 2008 Infor. All rights reserved. www.infor.com.

Automated WO Creation in the Field

The old process:

Managers would walk through buildings and look for problems

When problems arose, managers denoted problems on a notepad

When managers completed their walk through, they would key in problems to Infor EAM or give the scraps of paper to someone else to key in

Issues

Duplicate work orders

WOs with vague comments and incorrect locations

No work orders for areas that are not regularly traveled by management



Streamlined the Mobile screen-setup one screen with two barcode prompts to create the entire work order

Use Standard Work Orders with linked tasks to default type, status and priority



Barcoded all equipment and rooms in the field



Created a portable notebook with all commonly used standard work orders

Includes a „miscellaneous‟ standard work order for each trade


Automated WO Creation Results

Process is effortless and allows managers to create work orders easily in the field

Eliminates the need to write manual notes in the field and then create work orders after the fact

Provides more precise information with the use of standard work orders and bar coded equipment


Processing Services Purchase Orders

Old Method –instructions were 3 pages long

Enter work order

Enter Purchase order

Enter any parts or Services for the PO

Approve the PO

Receive materials/services

Close PO



New Method

Enter work order and write the WO number on the invoice

Using 7 separate flex SQLs a PO is automatically generated in InforEAM

Information from Banner populates PO information.




Custom fields

for the PO are

automatically

entered

PO number is

automatically

generated



PO is

automatically

closed

PO Cost is

automatically

received

Banner enters

the PO

description

Fire Extinguisher Inspections: Old Method

Used a web-based data collection program

Only 1 handheld device

Fire extinguishers and locations had barcodes – fee for use of program based on number of fire extinguishers and locations

After inspection – ran a report then manually entered in any work orders


Fire Extinguisher Inspections: Equipment Setup

FX Category –Emergency Equipment

PMs created for each building specify this category – no need to change route each time a FX changes location


Fire Extinguisher Inspections: Equipment Setup

Aspects

L Cabinet lock

G Cabinet glass

I Cabinet interior

F Extinguisher

A All points pass –verifies that the FX was located and inspected, no need to scroll through each aspect and note that each passes


Fire Extinguisher Inspections: PM Setup

Each building has a PM with the category Emergency Equipment listed as the category – eliminating need to update route when a FX changes locations

WOs are automatically created at specified intervals

WOs are assigned to personnel and then show up on each person‟s handheld


Mobile Fire Extinguisher Inspections

Users are able to see WOs assigned to them on their handhelds

Infor EAM Mobile prompts are listed on the main screen


Mobile Fire Extinguisher Inspections

User and WO are only entered once

Scan fire extinguisher

Enter A if all points pass

Enter G, I, F, or L depending on which points failed


Inspection Results

User syncs handheld with database and approves inspection on one screen

Corrective WOs are automatically created for each of the FXs and aspects that failed


Future Goals

Revise current dorm inspection process to allow for ad hoc entries of problems via bar code scanning

Fully implement ASE Green Module

Implement Bar Coding in Stockroom

Additional systems integration with campus energy management software

Integrate AutoCAD drawings with a CAFM system


Facilities Systems Integration: Future Plans


Updates customer

information each night

The Conference

Center‟s Room

Scheduling software

automatically

updates FPF Work

orders

Bills the students

for dorm damages

Handhelds are used by

managers to create work

orders in the field

Handhelds are used by Life

Safety for inspections

Used to create reports

and view them over

the web

Invoices paid in

Banner and PO

created and received

in Infor EAM

Allows

Students,

Faculty and

Staff to input

Work orders

Integrate

AutoCAD

Drawings with

Infor EAM

Web based

HVAC controls

are being

integrated to

automatically

create Work

Orders

Summary

Bentley leverages Infor EAM‟s robust back-end technology to make the front-end very simple for users

We decreased staff in many areas and improved the service we provide

Major Process Improvements

Dorm inspections

Work order entry, approval and processing

Function planning setup and processing

Ad hoc Life Safety inspections

Inventory control

Preventive and deferred maintenance

Cost control and management


Lessons Learned

You will link your CMMS to other systems and databases used at your facility, even those that are not part of FM

Make sure the rooms and locations match other systems and databases – use the same room and equipment identifiers in your CMMS, EMS, CAFM and other systems

Its all about good data standardization – understand what the end use of your data will be, make a plan and stick to it

Take it slow, too much technology at once is overwhelming and mistakes will happen. Mistakes will happen even if you go slow but the consequences are not as high if you are moving at a slow steady pace.

Make sure you have the right pilots to fly the jet


Documents

Best Practices for Achieving Facilities Operational Excellenceeasywaresolutions.com/infor-facility-management-pdf... · Overview of Bentley College Bentley College introduction