Technology delivers insight that enables Facility Professionals to achieve greater efficiencies, cost savings, process improvements and improved customer satisfaction. This blog will focus on six key areas:
We will tackle these areas in six segments over the ensuing weeks demonstrating how a Facility Professional can utilize technology to IDENTIFY opportunities…prepare and take ACTION…resulting in SAVINGS and Productivity Gains (see Figure 1):
In our initial post we’ll address the first area KPI’s (Key Performance Indicators), which provide focus, drive behavior and guide practitioners toward achievement of organizational goals. A KPI is a pre-determined measure, which can be quantified, is realistic and achievable, and provides insight into the actual performance of an activity against a set baseline. For a KPI to be useful, it needs to be tied to an overarching target, such as reducing maintenance spend, minimizing costs, improving quality or enhancing customer satisfaction. For a Facility Professional, Business Intelligence technology, such as dashboards, enable quick and accurate access to the state of their facility “nation;” what is occurring now, what has occurred (tactical) and projecting what will occur in the future (strategic).
As depicted in Figure 2 below, a real time technology dashboard can help a Facilities Professional analyze and identify a) anomalies in service (e.g. an engineer’s completion metrics are significantly below target), b) deviations against plan (e.g. measurement of actual results relative to expectations) and c) inconsistent contractual performance (e.g. a particular service provider missing their key performance targets).
Potential actions to realize the identified opportunity include real time adjustment of resources; perhaps the engineer is missing targets this week due to colleagues being out (vacation, sick, etc.). If the targets are consistently being missed, the Facility Professional may consider further training or guidance as the remedy. Finally, if a Service Provider is falling short of target performance, this could necessitate a review of contractual obligations.
The saving and process improvements that could be obtained in the aforementioned scenarios include:
- Improved labor allocation (e.g. vacation/sick coverage from other sites)
- Increased performance (e.g. identification and provision of training to reduce completion time and motivate the resource in question)
- Enhanced Service Provider management (i.e. importance of visibility on deviations and expectations to assist discussion and collaborative action)
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