Park and Tourism

Operations

an Overview

Park and Tourism

Operations

an Overview

RPTS RPTS 209209

The Backstage Crew

The Backstage Crew

“It requires a small army of skilled, dedicated professionals to keep the magic in the Disney show.”

WDW College Program Manual

Operations & Maintenance Behind the Scenes:

Operations & Maintenance Behind the Scenes:

Facility Management (Building/Grounds Maintenance and Custodial Services)

Fiscal Management (Finances and Budgeting)

Information Services Mgmt. (Computers & Technology, Publicity)

Risk Management (for Visitors and Employees)

Personnel Management (Human Resources)

Sales Management (Marketing and Customer Relations)

Program Services (Delivery of Leisure Services)

Planning and Development (Facility and Event Planning)

Maintenance Defined:Maintenance Defined:Keeping areas and facilities in their original

state or as nearly so as possible.Maintenance includes routine, recurring

work; major and minor repair work, and minor construction as well as event setup.

The quality of the maintenance program is established as standards are determined.

Game fields vs. practice fields vs. open space: Each of these have different quality expectations and, as a result, different standards are set for each of them.

Operations Defined:Operations Defined:

A planned activity involving different people performing various functions (actions) or undertaking a process or series of acts involved in a particular form of work.

Operations deals with the programs and their organization and administration.

Role of Maintenance & Operations

Role of Maintenance & Operations

To ensure a quality experience.To protect the “resource” (facility & equipment)

Expectations at the Texas A&M Rec Center Weight Room:Expectations at the Texas A&M Rec Center Weight Room:

A clean and sanitary environment A pleasant tempEquipment that is workingAvailable equipment

Guidelines to Establishing a Maintenance & Operations Program

Guidelines to Establishing a Maintenance & Operations Program

1. Establish objectives and standards. 2. Consider economy of time, personnel,

equipment and materials. 3. Develop a sound, written plan. 4. Assign work priorities appropriately. 5. Emphasize preventive maintenance.

Guidelines to Establishing a Maintenance ProgramGuidelines to Establishing a Maintenance Program 6. Be well-organized. 7. Have adequate funding. 8. Have adequate personnel. 9. Protect the natural environment.

Appropriate activities, carrying capacity, etc… 10. Ensure employee and public safety. 11. Consider maintenance in facility design. 12. Maintain a positive public image.

Maintenance objectives and standards must be established.

Maintenance objectives and standards must be established.Must be Clear and concise.Measurable.In writing.

Example: Cleaning weight equipment: Free of sweat? Dirt? Dust? Disinfected? How often? Who’s responsible?

Examples of StandardsExamples of Standards “All weight-room equipment must be in safe and

proper operating condition.” This statement is clear, concise and in writing.

Can it be measured? How? Equipment must be set up in accordance with

manufacturer’s recommendations with no loose, broken or bent parts, no frayed wires, or other potentially hazardous damage.

Another ExampleAnother Example

All weight room equipment will be kept clean, free of sweat, dirt, and dust.

Does this mean the equipment will be disinfected? How often?

Who will be responsible?

Assigning WorkAssigning Work Unit maintenance (assigned to a specific park, or

building, or floor, for example) Specialty maintenance – assigned to do a job

(electrician or plumber, for example) Contract maintenance – chosen when cost

effective to do so To prevent capital investment in equipment, when you need a temporary, well-trained specialist, to meet seasonal demands

Scheduling WorkScheduling Work Things to be considered during scheduling:

Priority of work itemsAnticipated visitor useCapabilities of maintenance personnelLabor availableSeason of the yearAvailability of materials

Developing a Sound Maintenance Plan

Developing a Sound Maintenance Plan

Facility and equipment inventoryRoutine maintenance plan (in writing)

Daily, Weekly, Monthly, Annual

Method for dealing with non-routine, nonrecurring maintenance (plan)

Preventive maintenance plan

Facility and Equipment InventoryFacility and Equipment Inventory

Be sure to include:TypeSizeSpecial featuresCondition

Routine Maintenance PlanRoutine Maintenance Plan Standards list of routine tasks

with procedures for accomplishing them

who, when, how and how long

Nonroutine, recurring maintenance planNonroutine, recurring maintenance plan

Typically handled through work orders

Why? Facilitating the process

Accessibility of formsEase of form/processAdequate response time

Preventive maintenance planPreventive maintenance plan

What you need:Maintenance log

– For each facility or piece of equipment

– Identifies tasks to be done

Necessary components

Proper tools for the job

Afterwards:Complete log (date/initial)

Order replacement parts

Put away tools

25 Keys to World Class Maintenance25 Keys to World Class Maintenance

Parks & Recreation, Jan 2002

Model of World-Class MaintenanceModel of World-Class Maintenance

Keep Organized

EliminateAvoidable

Maintenance

UseTechnology

Attention to detailQuantify worker outputComplaints treated as giftRepair vandalism immed.Cultivate Friends groups

Attention to detailInvest in backupsKeep Records

Plan for MaintenanceEncourage SuggestionsPractice Preventive Maint.

Lesson Number One: Clean and Neat All Day – Every Day

Lesson Number One: Clean and Neat All Day – Every Day

Pay attention to detailKeep equipment clean, operational and readily accessible.Have equipment and supplies ready.

Quantifying worker outputMaintenance mgmt tracking systems (web based)

Treat Complaints as a GiftRespond in “warp speed” fashionRecognize customers for their contribution inidentifying situations

Lesson Number One: Clean and Neat All Day – Every Day

Lesson Number One: Clean and Neat All Day – Every Day Repair vandalism immediately

Ideal: within 24 hours of the initial notice Cultivate Friends groups

Example: Roadsides maintained by private groups or garden clubs that maintain entrances to parks.

Lesson Number Two: Eliminate Avoidable Maintenance

Lesson Number Two: Eliminate Avoidable Maintenance

Examples:Plan for Maintenance– Pave under team benches and water fountains.– Apply Round Up and Surflan on infield clay late in

August to eliminate spring weeding on SB/BB fields– Don’t sell chewing gum

Encourage employee input/suggestionsPractice preventive maintenance – perform regular maintenance on motorized equipment

Lesson Number Three: Use of CADS, GPS and Palm Computers

Lesson Number Three: Use of CADS, GPS and Palm Computers Attention to detail

Smart phones, tablet computers/communication devices can help front-line workers communicate with central command.

Invest in backup systems Keep records

Technology can be helpful in quickly identifying part numbers for replacement, scheduling repairs and researching innovative ideas.

The EndThe End

You Wish!

Analyze the OperationAnalyze the Operation

Your park currently uses a two-year old Type X lawnmower that has a 36” wide cutting span. It currently takes one hour, four gallons of gas and one quart of oil to mow each of 3 playing fields. The fields are mowed an average of 2x/wk during 8 months of the year and once every two weeks during the other 4 months.

A new Type Y lawnmower with a 48” span takes four gallons of gas and 1.5 quarts of oil to mow the same area, however. The average lifespan for both lawnmowers is five years.

Lawnmower X costs $2,000, while lawnmower Y costs $3,000. Gas costs $3/gal, oil is $2/qt. and your hourly wage/benefit rate is $16.

Should you buy a new lawnmower and if so, when?

Cost to mow with Type X mower?Cost to mow with Type X mower? Cost to mow = labor cost + gas + oil Labor cost = wage/benefit rate * hours needed

$16/hr * 3hrs+ $3/gal * 12gals + $2/qt * 3qts

----------------------- = $90/mowing

Dr. Hodges

Cost to mow with Type Y mower?Cost to mow with Type Y mower?

Time needed to mow with a 48” span = ?36” x 1hr = 1 field48” x ?hr = 1 field, so36” x 1hr = 48” x ?hr, thus ?hr =.75hr

Remember, Cost to mow = labor cost + gas + oil ($16/hr * 2.25hrs) + ($3/gal * 12 gals) + ($2/qt * 4.5qts)

= $36 labor + $36 gas + $9 oil = $81/mowing

Type X versus Type Y:Type X versus Type Y:

Each time you mow with Brand X, you spend an extra $9. In one year, how much more would you spend using a Type X mower compared to a Type 2 mower?

(8 mos. x 2mows/wk) + (4 mos. x 1mow/2 wk) (2/3*52 x 2) + (1/3*52 x .5) = 78 78 mowings/year x $9 extra = $702

Decision MakingDecision Making

Are the savings ($702/year) a sufficient reason to change to Mower Y?

Over the 5-year life of the mower, the total savings would be $3,510--$510 more than the extra cost of Mower Y.

Should you make a change? If so, when? Why?

The ExerciseThe Exercise

Due Thursday in two weeks. #5 – Mower Analysis