Aircon Services

1

PROJECT: IMPROVING AIR-CONDITIONING SERVICES IN OFFICES. OAS-07-002 (3W)

Champion: Chatiya Nantham (Head OAFA-FM)Team Leader: Juan Yu (OAFA-FM)Asst Team Leader: Alejandro Sta. Ana (OAFA-FM)

Jude B. Bedonia (OAFA-FM)

Members: Joey Mendez (OAFA-FM),George Villamor (OAFA-FM),Carlito Vinuya (BCC),Rommel Protacio (BCC)

2

The Building Management System (BMS) is receiving an average of 133 complaints per month on air-conditioning services with 47 considered as “legitimate” complaints. Resolving these complaints systematically will assure the requestor that BMS is reliable and effective thus providing a well controlled room temperature that is comfortable and a healthy work place for the requestor.

CAV

Our AIM is to reduce the number of “legitimate” complaints from 47 to 6 complains per month.

3

C

CONTROL

August 2007

D DEFINE

May 2007

M

MEASURE

June 2007

A

ANALYZE

July 2007Week 1 & 2

I IMPROVE

July 2007Week 3 & 4

4

Problem Statement

There are on the average 133 complaints received monthly on air-conditioning services with 47 considered as “legitimate” complaints. Although many of these complaints are similar in nature, the problems are not systematically and timely resolved , in some cases resulting to recurring complaints. It is perceived to have negative impact on the customer satisfaction level.

Business Case Building Management System ( BMS ) is the front line to listen to complaints of staff particularly on the air con in their respective office. Resolving these complaints systematically reflects on the responsiveness of OAFA-FM and the service provider to assure the requestor that the BMS is reliable and effective. Consequently this action shall provide a well controlled room temperature that is comfortable and a healthy work place for the staff. The comfortable room temperature zone at ADB is set at 22.9 C – 24.9 C. Initially the project will be focused on the legitimate complaints of Hot room temperature (at above 24.9 C) and Cold room temperature (at below 22.9 C).

Goal Statement

Reduce the number of overall complaints by 30% from 1590 to 1113 annually thru the reduction of “legitimate” complaints to about 6 complaints per month from the present of 47.

5

C

TQ

Output

Output Characteristics

(big Y)

Project Y

(little y)

Measure

Specification Limits

Target

Defect

No. of Defect Opportunities per Unit

Comfortable Office Room Temperatures

Complaint –free air-conditioning services

Operations Definitions:

Monitoring and adjusting the temperature through BMS.

How process will be measured:

By complaints.

“6 legitimate complaints” or less per month

One opportunity per day.

Reduce overall complaints by 30% thru the reduction of legitimate complaints to 6 complains per month

More than 6 complaints

CAV

6

MEASUREMEASURE

AC COMPLAINTS :JUNE 06 - MAY 07

Rm Temp >>

hot cold hot cold hot cold hot coldMay-07 49 3 10 20 71 24 130 47 177Apr-07 65 5 6 14 55 19 126 38 164Mar-07 38 7 12 10 71 25 121 42 163Feb-07 38 1 6 17 72 28 116 46 162Jan-07 16 7 16 40 68 59 100 106 206Dec-06 6 1 4 4 31 10 41 15 56Nov-06 42 3 4 5 63 16 109 24 133Oct-06 27 2 5 10 51 29 83 40 123Sep-06 30 1 0 4 17 3 47 8 55Aug-06 16 1 7 19 63 16 86 36 122Jul-06 23 2 15 14 45 18 83 34 117Jun-06 49 1 4 2 47 9 100 12 112

399 34 89 159 654 256 1142 448 1590

Totalabove 24.9 degC below 22.9 degC within 22.9 to 24.9 degC

433 248 910

Sub-total

2 kinds of complaints: HOT and COLD room temperature. These complaints were group further into 3 categories: BELOW, WITHIN and ABOVE the comfortable temperature Zone.

LEGITIMATE COMPLAINTS : Hot complaints at room temperature above 24.9 C Cold complaints at room temperature below 22.9 C

COMFORT ZONE

7

Count

Perc

ent

AC complaint/category

Count25.1 16.1 10.0 5.6 2.1

Cum % 41.1 66.2 82.3 92.3

654

97.9 100.0

399 256 159 89 34Percent 41.1

Other

Hot (b

elow

22.

9 de

gC)

Cold (b

elow

22.

9 de

gC)

Cold

(with

in 2

2.9 to

24.9

degC

)

Hot (a

bove

24.

9 de

gC)

Hot (w

ithin 2

2.9

to 2

4.9

degC

)

1600

1400

1200

1000

800

600

400

200

0

100

80

60

40

20

0

Pareto Chart of AC complaint/ category

MEASUREMEASURE

This project will initially tackle the legitimate complaints: Hot-above 24.9C (25.1%) and Cold-below 22.9C (10%). These comprised 35.1% of the overall complaints.

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Summary of Legitimate Complaintsabove 24.9 degC below 22.9 deg C

hot cold

May-07 49 20 69Apr-07 65 14 79Mar-07 38 10 48Feb-07 38 17 55Jan-07 16 40 56Dec-06 6 4 10Nov-06 42 5 47Oct-06 27 10 37Sep-06 30 4 34Aug-06 16 19 35Jul-06 23 14 37Jun-06 49 2 51

399 159 558

Total

MEASUREMEASURE

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No. of

com

pla

ins

month

jun-

06jul

-06

aug-06

sep-06

oct-0

6

nov-06

dec-06

jan-07

feb-

07

mar-0

7

apr-0

7

may-0

7

80

70

60

50

40

30

20

10

0

categoryhot complaintscold complaints

Chart of No. of complains vs month, category

MEASUREMEASURE

Hot complaints has generally higher percentage over the Cold complaints.

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Hot (above 24.9) Cold (below 22.9)

399 159

Total legitimate complaints: 558/yearor 47/Mo.

Overall Total Complaints: 1590

Percentage over overall complaints

25.1% 10%

35.10%

MEASUREMEASURE

PERCENTAGE OF "LEGITIMATE" COMPLAINTS

11

MEASUREMEASURE

DPM (Defects per million):

558/1590 X 1,000,000= 350,943

INITIAL SIGMA LEVEL

12

OVERALL AVERAGE MONTHLY COMPLAINTS OVERALL COMPLAINTS=1590

Ave. Mo. = 1590/ 12 = 133

COMPLAINTS to be REDUCED by 30% 133 x 30% = say 40

SINCE THE LEGITIMATE COMPLAINTS IS ABOUT 47/Mo. BY REDUCING LEGITIMATE COMPLAINTS TO ABOUT 6/Mo. WOULD EFFECTIVELY REDUCED THE OVERALL

COMPLAINTS BY 30%

MEASUREMEASURE

13

hot cold sum hot cold sum hot cold sum hot cold sum hot cold sum hot cold sum hot cold sumAdjust Temp. setting 11 2 13 1 12 13 8 13 21 7 3 10 1 6 7 7 2 9 1 4 5Adjust air flow 24 24 5 5 4 2 6 11 1 12 10 1 11 18 1 19 3 3Reset fan power or a/c 12 12 17 17 3 2 5 12 12 12 1 13 11 2 13 2 2Cold Start 2 2 0 1 2 3 0 1 1 1 1 0

BCC concern 0 0 0 0 3 1 4 3 3 0PID concern 0 0 0 0 1 1 0 0

Total 49 2 51 23 14 37 16 19 35 30 4 34 27 10 37 42 5 47 6 4 10

hot cold sum hot cold sum hot cold sum hot cold sum hot cold sumAdjust Temp. setting 5 34 39 8 12 20 7 9 16 16 7 23 7 15 22Adjust air flow 9 4 13 22 3 25 20 1 21 34 7 41 32 5 37Reset fan power or a/c 2 2 8 2 10 9 9 14 14 8 8Cold Start 0 0 2 2 0 2 2

BCC concern 0 0 0 1 1 0PID concern 2 2 0 0 0 0

Total 16 40 56 38 17 55 38 10 48 65 14 79 49 20 69 558

2006 June '06 July '06 Aug. '06 Sept. '06 Oct. '06 Nov. '06 Dec. '06

Others (no action, start/stop aux. units)

0 2 2 0 20 0 0

2007 Jan. 07 Feb. '07 Mar. '07 Apr. '07 May ' 07

2

Others (no action, start/stop aux. units)

0 0 0 0

BREAKDOWN OF COMPLAINTS ACCORDING to CAUSE/CORECTIVE ACTION TAKEN

Complaints are further categorized according to causes/immediate corrective actions done on the complaints.

Analyze

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Count

Perc

ent

Problem Category_1

Count17.2 4.7 3.0

Cum % 37.6 75.1 92.3 97.0 100.0

210 209 96 26 17Percent 37.6 37.5

Other

Misc

Rese

t fan

pow

er or a

/c

Temp Se

tting

/Adj

Airfl

ow ad

j

600

500

400

300

200

100

0

100

80

60

40

20

0

Pareto Chart of Problem Category_1

Analyze

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Analyze

1. The complaints related to air flow adjustment and temperature setting adjustment accounts for 75.1% of the legitimate complaints broken down at 37.6% and 37.5% respectively.

2. The complaints which need fan power resetting due to malfunctioning of the unit and/or its ancillaries accounts for 17.2 % of the total complaints while 7.7% for the other causes.

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Legitimate Complaints (Outside Standard

Temp. Limits)

Room Occupant

Machine

Fishbone Analysis

Sensor location

Dress code

Geographical Origin

Temp. & air velocity Set point.

Defective field devices

Terminal Controller Malfunction

Room location

Heat load

Air flow req’t.

Health condition

NC

N

N

C

C

C

C

C

N

Room Thermostat

Pressure sensorDamper Actuator

FPU motor/blower assembly

C

Analyze

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Legitimate Complaints (Outside Standard

Temp. Limits)

Room

Machine

Fishbone Analysis

Sensor location

Temp. & air velocity Set point.

Defective field devices

Terminal Controller Malfunction

Room location

Heat load

Air flow requirement

C

C

C

C

C

C

N

Room Thermostat

Pressure sensorDamper Actuator

FPU motor/blower assembly

C

Analyze

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Verification

Complaint Temp. Date Location Problem Category BMS temp. readingActual temp. reading Error Problem

Cold 22 07/17/2007 RM5313Temperature Adjustment 23.5 23.3 -0.2 incorrect temp set point

Cold 22.19 07/19/2007 RM7716Temperature Adjustment 23.2 23 -0.2 incorrect temp set point

Cold 20.56 07/25/2007 RM8223Temperature Adjustment 23.5 22.9 -0.6

sensor calibration & incor. set point

Cold 22.78 07/26/2007 RM8269Temperature Adjustment 24.5 22.9 -1.6 sensor calibration

Cold 21.77 07/26/2007 RM7518Temperature Adjustment 23.7 22.8 -0.9


Cold 22.89 07/26/2007 RM5433Temperature Adjustment 23.5 22.9 -0.6 sensor calibration

Hot 26.95 07/18/2007 RM4704Temperature Adjustment 23 24.1 1.1


Hot 25.83 07/19/2007 RM2631Temperature Adjustment 23.5 24.3 0.8 sensor calibration

Hot 25.64 07/25/2007 RM3736Temperature Adjustment 23.4 23.9 0.5 incorrect temp set point

Hot 26.11 07/30/2007 RM3334Temperature Adjustment 23.5 24.1 0.6


Hot 24.99 07/31/2007 RM5640Temperature Adjustment 23.5 24.2 0.7


Verification of temperature adjustment related problem

Problems related to temperature adjustment are correlated to sensor calibration and incorrect temperature set point

Analyze

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Improve

Problems Causes Corrective Measures Action Plan Responsible

I. Air Flow Adjustment

Air Flow Requirement (inadequate or excessive)

clogged filter defective blower assembly stuck air damper/actuator unbalance air distribution improper setting of temperature

regular filter replacement periodic check up

conduct air balancing whenever there is a newly constructed offices

regular scanning of air flow setting at BMS

incorporated in the FPU PM program. (On-going)

air balancing coordinated with BCC to commence on October

BCC/ADB Engrs

II. Air Temperature Adjustment

Temperature Sensor

wrong location as a result of office alteration sensor inadvertently covered by furniture or some stuff inaccurate calibration of room temperature sensor dirty temperature sensor improper setting of airflow

standard positioning of thermostat to be included in AIG best practices

regular inspection of temperature sensors conduct regular scanning of temperature status at BMS

to be coordinated with ISO group. Document change to be completed on Sept. 30 2007. incorporated in the FPU PM program. (On-going)

BCC/ADB Engrs

PID/GSV

III. Resetting of Fan Power Unit

Building Automation System Network Communication

poor terminal controller response to the demand air flow and temperature. temperature controller does not response

replace SMART controllers with TEC

On-going

PID/BCC/GSV

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Legitimate AC-Complaints Per floor

June-06 to August 07

June '06

July '06

Aug. '06

Sept. '06

Oct. '06

Nov. '06

Dec. '06

Jan. 07

Feb. '07

Mar. '07

Apr. '07

May ' 07

TOTAL June

'07July '07

Aug. '07

Level G 1 0 0 0 0 3 0 1 4 3 2 0 14 0 2 0

Level 1 3 4 3 6 11 8 1 4 5 4 3 7 59 11 3 5

Level 2 6 6 4 1 2 1 2 3 5 3 6 6 45 7 2 3

Level 3 4 7 3 2 2 3 0 10 17 10 15 13 86 8 5 2

Level 4 8 3 6 2 2 12 2 7 3 13 4 5 67 3 3 3

Level 5 8 3 2 3 7 4 1 3 5 2 11 10 59 10 3 3

Level 6 9 8 8 4 5 2 0 8 3 3 7 5 62 2 1 4

Level 7 5 1 2 5 4 5 3 10 7 3 10 3 58 8 3 3

Level 8 3 2 5 7 1 2 1 5 6 2 10 10 54 8 3 4

Level 9 4 3 2 4 3 7 0 3 2 5 11 10 54 11 4 3

TOTAL 51 37 35 34 37 47 10 54 57 48 79 69 558 68 29 30

Improve

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Improve

Descriptive Statistics: Jun06-May07 stack TotalVariable Count Mean SE Mean TrMean StDev VarianceJun06-May07 stack 120 0.02025 0.00171 0.01824 0.01876 0.000352Variable Minimum Median Maximum RangeJun06-May07 stack 0.000000000 0.01583 0.11828 0.11828

June06- May07

Frequency

0.120.100.080.060.040.020.00-0.02

40

30

20

10

0

Mean 0.02025StDev 0.01876N 120

Histogram (with Normal Curve) of June06- May07

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Improve

Test and CI for One Proportion For July 2007 After implementing measures and control

Null Hypothesis : The recorded Proportion of Complaints from June-06 to May-07 against the total number of building occupants is equal to the July 2007 Proportion of Complaints.

Alternative Hypothesis : The July 2007 AC complaints proportion is less than the proportion of the complaints from June-06 to May-07

Minitab Results.Test of p = 0.02025 vs. p < 0.02025

95%

Sample X N Sample p Upper Bound Z-Value P-Value 1 29 2542 0.011408 0.014873 -3.16 0.001

Since the P-value is less than 0.05, reject the null hypothesis, and accept the alternative hypothesis.

23

Improve

Minitab Results.Test of p = 0.02025 vs. p < 0.02025

95%

Sample X N Sample p Upper Bound Z-Value P-Value 1 30 2542 0.011802 0.015325 -3.02 0.001

Test and CI for One Proportion For August 2007 After implementing measures and control

Null Hypothesis : The recorded proportion of complaints from June-06 to May-07 against total number of building occupants is equal to the August 2007 Proportion of Complaints.

Alternative Hypothesis : The August 2007 AC complaints proportion is less than the proportion of complaints from June-06 to May-07

Since the P-value is less than 0.05, reject the null hypothesis, and accept the alternative hypothesis.

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CONCLUSION

The alternative hypothesis is accepted for our one-proportion test for both July and August 2007, we conclude that there is a significant reduction in air conditioning complaints after effecting the replacement of TEC and other air-conditioning control measures.

It is further expected that the number of complaints will further be reduced after we synchronize all measures that will lead to an effective result and meet our target.

Improve

25

Control

Problems Causes Corrective Measures Action Plan Responsible

I. Air Flow Adjustment

Air Flow Requirement (inadequate or excessive)

clogged filter defective blower assembly stuck air damper/actuator unbalance air distribution improper setting of airflow

regular filter replacement periodic check up

conduct air balancing whenever there is a newly constructed offices

regular scanning of air flow setting at BMS

incorporated in the FPU PM program. (On-going)

air balancing coordinated with BCC to commence on October

BCC/ADB Engrs

II. Air Temperature Adjustment

Temperature Sensor

wrong location as a result of office alteration sensor inadvertently covered by furniture or some stuff inaccurate calibration of room temperature sensor dirty temperature sensor improper setting of temperature

standard positioning of thermostat to be included in AIG best practices

regular inspection of temperature sensors conduct regular scanning of temperature status at BMS

to be coordinated with ISO group. Document change to be completed on Oct.15 2007. incorporated in the FPU PM program. (On-going)

BCC/ADB Engrs

PID/GSV

III. Resetting of Fan Power Unit

Building Automation System Network Communication

poor terminal controller response to the demand air flow and temperature. temperature controller does not response

replace SMART controllers with TEC

On-going

PID/BCC/GSV

26

OLD FPU CONTROLER MAINTENANCE CHECK FORM

Control

27

IMPROVED FPU CONTROLLER FORM

Sensor to be check to include proper location or obstructions.

Velocity check to be implemented

Set point control to be evaluated

Control

28

Control

FPU PREV. MAINTENANCE FORM

29

2007 Apr 16 – 27

Jun 25-Jul 8

Jul 23 - 26

Aug 6 - 17

Sep 3 – 15

Sep 24 – Oct 5

Oct 15 -26

Nov 5 - 16

LEVEL 2:

Level 2 zone 2/3 area




LEVEL 8:





TEC REPLACEMENT SCHEDULE 2007

Control

30

.

• Reduced complaints will free staff time to focus on proactive improvement

• Teamwork among service providers is critical

• Knowledge and understanding on operation of field devices is important to service providers

• Strict implementation of scheduled job plans

LESSONS LEARNED

31

PROJECT BENEFITS

• Efficient air conditioning services without increasing cost.

• Healthy and comfortable working environment

• Coordinated and streamlined preventive maintenance scheme

• Customer satisfaction level increased

Documents

Aircon Services