Provide Facility Management and Maintenance Services 1 FY02 ASA Presentation Provide Facility Management and Maintenance Services Presented by: Kelvin

Provide Facility Management and Maintenance Services 1

FY02 ASA Presentation

Provide Facility Management and Maintenance Services

Presented by: Kelvin LawsonJohn DattoliHerb Jacobi

Team Members:Richard Allen, Jim Bullman, John Dattoli,Jeff Fellows, Herb Jacobi, Frankie Kelly, Kelvin Lawson, William Monath, Bradley Provancha, James Wilson

Office of Research ServicesNational Institutes of Health

18 November 2002


2

Table of ContentsMain Presentation

ASA Template ……………………………….………………………………..4Customer Perspective……………………….………………………………..5

Customer Segmentation …………………….……………………………………..7Customer Satisfaction……………………….……………………………………...9Customer Satisfaction Additional Measures……………………………………10Unique Customer Objectives and Measures.…………………………………..12

Internal Business Process Perspective……………………………………14Service Group Block Diagram……………………………………………………15Conclusions from Discrete Services Deployment Flowcharts………………...16Process Measures………………………………………………………………...17

Learning and Growth Perspective………………………………………….27Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data……...28Analysis of Readiness Conclusions……………………………………………..29

Financial Perspective………………………………………………………..30Unit Cost……………………………………………………………………………31Asset Utilization……………………………………………………………………32

Conclusions and Recommendations………………………………………33Conclusions from FY02 ASA..……………………………………………………34Recommendations…………………………………………………………………35


3

Table of Contents

AppendicesPage 2 of your ASA Template

Customer segments graphs

Customer satisfaction graphs

Block diagram

Process maps

Process measures graphs

Learning and Growth graphs

Analysis of Readiness Information

Unit cost graphs

Asset utilization graphs

Any unique measures graphs


4

ASA Template - 2002

Customer Value Proposition

Team Leader

Property Management (Provide Facility Management Services)

DS5: Respond to Service Calls

Discrete Services

Service Group

DS3: Provide NIH-wide Pest Management Control

Customer Intimacy Sustain

DS1: Manage Facility Operations and Services

DS2 Provide Sanitation Services

DS9: Manage Residential Facilities

DS4: Operate Dynamic Building Systems

Preserve and maintain the NIH physical assets while serving as a single point of contact between on and off campus building occupants and service providers. Be a time saving resource providing a "one-stop shop" for service-related requests.

Product Leadership Harvest

Kelvin Lawson

Operational Excellence Growth

Service Strategy

DS6: Perform Preventive Maintenance

DS7: Replace Obsolete Building Systems

DS8: Maintain Public Spaces

Team Members

Bradley Provancha, Jeff Fellows, Richard Allen, Jim Bullman, Bill Monath, Frank Kelly, John Dattoli, Herb Jacobi, James Wilson

X

X


Customer Perspective

Customer Objectives

C1. Increase Understanding of the Customer Base

C2. Increase Customer Satisfaction

C3. Increase Access to Automated Maintenance Services System


6


Measures For Customer Objectives

C1. Increasing understanding of Customer Base

C1.1 Complete Customer Segmentation Charts for our Discrete Services

C2. Increase Customer Satisfaction

C2.1 Increase Customer Satisfaction Scores from ORS Survey

C2.2 Increase Maintenance Survey Scores

C2.1 Increase Pest Management Survey Scores

C3. Increase Access to Automated Maintenance System

C3.1 Increase % of trouble calls initiated over the Web

Objectives Measures


7

C1. Objective: Increase Understanding of the Customer Base

C1.1Measure: Customer Segmentation Chart for DS1-8

0 250000 500000 750000 1000000 1250000 1500000 1750000 2000000

Factored Rentable SF

ORSCCNCI

NIHAIDOTHERNIDDKNHLBINICHD

NLMNINDSCBERNIMH

ODNEICIT

NIH_RENONIDCROD/OANHGRINIAMSNIAAA

CSRIn

stit

ute

Customer Segmentation of Non-Residential Square Footage

Factored SF = 12.76 M

Non Factored SF = 9.48 MFactors: Animal = 2.0, Lab = 1.5


8


C1.1 Measure: Customer Segmentation Chart for DS9

0 5000 10000 15000 20000 25000 30000 35000

SF

CINIH

OD

NCI

DHHS

NICHD

NIDDK

NIDR

CC

VRP

NCCAM

NCRR

NIAID

Ten

ant

Customer Segmentation of Residential Square Footage

Total = 91773 SF


9

C2. Objective: Increase Customer Satisfaction

C2.1 Measures: Customer Survey Methodology for DS1-DS9

FY 03 Surveys will be conducted for each Discrete Service Survey Instrument will be the ORS Scorecard

Discrete Service Survey Respondents Targets

Perform FM & Service IC POC’s (AO’s,EO’s,PFM’s) Baseline

Provide Sanitation Services

IC POC’s (AO’s,EO’s,PFM’s) Baseline

Provide NIH-wide Pest Management Control


Operate Dynamic Building Systems


Respond to Service Calls IC POC’s (AO’s,EO’s,PFM’s) Baseline

Perform Preventive Maintenance


Replace Obsolete Building Systems

Sr. Building Engineers Baseline

Maintain Public Spaces IC POC’s (AO’s,EO’s,PFM’s Baseline

Manage Residential Prop Residential Tenants Baseline



10


C2. Objective: Increase Customer SatisfactionC2.2 Measure: Increase Customer Score on DS5 - Respond to

Service Calls SurveysC2.3 Measure: Increase Customer Score on DS3 - Provide Pest

Management Control Surveys


11


Survey Responses for Maintenace Service Calls

C2. Objective: Increase Customer SatisfactionC2.2 Measure: Increase Agree Strongly scores on Automated Maintenance System Survey

44% - Strongly Agree37% - Agree

8% Neutral

5 % - Disagree

6 % - Disagree Strongly

65% - Not Returned

Satisfaction Scores are Shown as Actual

Percentage of Total Surveys Returned


12


Pest Management Satisfaction Surveys for Labs

42% 41%

5%

13%

0%

10%

20%

30%

40%

50%

Excellent Satisfactory Poor N.S.

C2. Objective: Increase Customer SatisfactionC2.3 Measure: Increase Satisfactory to Excellent Scores on Pest Management Satisfaction Surveys for Labs

FY03 Target to be Determined



PWB Central Call Desk Work Orders Entered Via Web

0

100

200

300

400

500600

700

800

900

1000

Oct-01

Nov-01

Dec-01

Jan-02

Feb-02

Mar-02

Apr-02

May-02

Jun-02

Jul-02

Aug-02

Sep-02

Months

Wo

rk O

rde

rs

Actual = 33%FY 03 Target = 50%

C3. Objective: Increase Access to Computerized Maintenance Management SystemC3.1. Measure: No. of Service calls submitted via Web

Web based calls= 33%

Avg.

Non-Web based calls


Internal Business Process Perspective

Internal Business Process Objectives

I1. Increase Understanding of our Processes

I2. Identify methods to measure processes


15

Facilities Management and Maintenance Services Block Diagram

The Service Providers

CCMS CST SHOPSBMS

FMU CCFMU GMLS

CCMU RMS

Protecting America’s StrategicHealth Science Assets

Manage FacilityOperations and

Services

ProvideSanitations

Services

ReplaceObsoleteBuildingSystems

Provide PestManagement

MaintainPublic Spaces

OperateDynamicBuildingSystems

PerformPreventive

Maintenance

Respond toService Calls

ManageResidentialFacilities

Sunday, November 17, 2002

Page 1 of 1

Provide Facility Management and Maintenance ServiceService Group Block Diagram


16

I1. Objective: Increase Understanding of ProcessesI1.1 Measure: Create 9 Process Deployment Flow Charts

• Change Name of DS# 7 to “Small Purchase Maintenance Repairs”

• Refine and Comply Organizationally to the Workflow SOP’s in the PWB Organization and Operations Manual produced as part of the Central Call Desk initiative

• Re-educate all FM’s and Maintenance Personnel on Closing Out tickets

• Collapse DS# 7 into DS# 6 “Perform Preventive Maintenance”

Analysis and Recommendations


17

• DS1: Manage Facility Operations and Services • Reduce weighted Average Time to Close Out Trouble Calls

• DS2: Provide Sanitation Services• Increase % of buildings scoring 90% or higher on inspection

• DS3: Provide NIH-wide pest management control• Reduce # of recommendations over 90 days old

• DS4: Operate Dynamic Building Systems• Define the sq. footage operated and maintained per Maintenance Staff and

compare to industry standards to develop baseline• DS5: Respond to Service Calls

• Increase % of service calls received via web• DS6: Perform Preventive Maintenance

• % of Electrical Maintenance team PM’s done on time• DS7: Replace Obsolete Building Systems and Components

• Reduce the sq footage per Small Purchase Repair $• DS8: Maintain Public Space

• Increase the % of FM public space inspection done on time• DS9: Manage Residential Property

• Reduce the # of repeat service calls

Internal Business Process Perspective

I2. Objective: Identify methods to measure processesI2.2 Measures: 9 Discrete Services


Measure: Reduce weighted average days for completion time for trouble calls by section

7.48

8.26

12.03

9.94

0

2

4

6

8

10

12

14

Nu

mb

er

of

Da

ys

BMU CMMU SHOPS WEIGHTED AVERAGE

PWB Sections

Average Days for Trouble Call Completion by Section

Target FY O3

7.0 Days


19

DS2: Provide Sanitation Services

Measure: Increase % of buildings scoring 90% on inspection

Sanitation Contract Inspection Results

0

5

10

15

20

25

30

35

40

Months Inspected

Nu

mb

er

of

Bu

ild

ing

s

Buildings Scoring 90%

FY03 Target Mo Avg. = 31FY02 Actual

Mo. Avg. = 28


20


Measure: Reduce # of recommendations not adopted after 90 days

Recom

men

dation

s

< 30 days

30 - 60 Day

s

60 - 90 Day

s

> 90 Days

0

20

40

60

80

100

120

Pest Management Control Recommendations By Days Outstanding

Age of Recommendations

FY 02 Total > 90 = 115

FY 03 Target = 100

Oct 01 –Jan 02Inspection Cycle

Feb 02 – May 02Inspection Cycle

Total Recommendations


21

DS4: Operate Dynamic Building System (FY03 Measure) Measure: Define the sq. footage operated and maintained per Maintenance Staff and compare to industry standards to develop baseline

FY

03

Ta

rge

t T

o b

e d

ev

elo

pe

d a

nd

co

mp

are

d to

ind

us

try s

tan

da

rds

1

10

100

1000

10000

100000

Square Feet of Facility Space Per Maintenance FTE

Maint Personnel 180 196

Square Feet 63768 60435

FY 01 FY 02


22


Measure: Increase % of Trouble calls submitted over the Web


0

100

200

300

400

500600

700

800

900

1000

Oct-01

Nov-01

Dec-01

Jan-02

Feb-02

Mar-02

Apr-02

May-02

Jun-02

Jul-02

Aug-02

Sep-02

Months

Wo

rk O

rde

rs

Actual = 33%Target = 50%


Avg.

Non-Web based calls


23


Measure: Reduce % of Electrical PM Failures

100%7%

100%16%

100%13%

100%7%

100%12%

100%9%

99.3%13%

100%11%

100%3%

100%5%

100%15%

100%12%

99.95%10%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Oct-01

Dec-01

Feb-02

Apr-02

Jun-02

Aug-02

Total FY02

Power Panel PM's - Clinical Center (JCAHO)% Failures

% PM's Completed

Target: Reduce Failure Rate to 7 %


24

DS7: Replace Obsolete Building Systems and Components(FY03 Measure)

Measure: Reduce Percentage of PM generated Small Purchase and Repair Work Items that are Incomplete

Recommendation: DS7 be folded into DS6 – Perform Preventive Maintenance. This measure would be retained as a second measure for DS6


25

DS8: Maintain Public Space (New Measure For FY 03)

Measure: Equal or Exceed SLA % of square footage inspected by FM’s via an Established PM Program in CMMS

Notional

Qtr 1 Qtr 2 Qtr 3 Qtr 4

Square Footage0

400000800000

120000016000002000000

Public Space Inspection Schedule

Square Footage


26

DS9: Manage Residential Property

Measure: New FY03 – Improve Service Call Completion Cycle

Children's Inn38%

Convent (HHMI)34%

NIHAC 116 1%

NIHAC 117 1%Building 61

1%

15 Group 25%

Children's Inn 567Convent (HHMI) 61915 Group 403Building 61 21NIHAC 116 5NIHAC 117 3

Total # of Service Calls

Per Bldg.

This chart shows the distribution of FY02 calls.

The Measure will show the avg. time to close out service calls on residential property.


Learning and Growth Perspective

Learning and Growth Objectives

L1. Enhance Quality of Work Life for Employees in ORS

L2. Maintain and Enhance Competencies for Future Organization


28


L1. Objective: Enhance Quality of Work Life for Employees

L1.1 Measure: Conclusions from L&G Data

Low Turnover indicates high satisfaction with job

Low sick leave indicates work force commitment to the mission

Low ER-ADR-EEO indicates an open atmosphere where employees can discuss issues before they become problems


29

L2. Objective: Maintain and Enhance Competencies

L2.1 Measure: Analysis of Readiness Conclusions


Projected Hiring: Need additional maintenance service personnel to reduce amount of square footage under

supervision.

Contractor Requirements: Increasing repair and replacement requirements will require an increase in contractor service for mechanical, electrical improvements.

Training Requirements: A new emphasis on more competency training across the board – especially regarding CMMS for all employees in PWB.


Financial Perspective

Financial Objectives

F1. Minimize Unit Cost at DS Level

F2. Maximize Asset Utilization


31

Discrete Service Unit Cost Targets

Provide Facility Management Opns. & Svs.

$.25 ≤ Inflation rate

Provide Sanitation (Custodial) Services

$2.05 ≤ Inflation rate

Provide NIH-wide Pest Management Control

$.20 ≤ Inflation rate

Operate Dynamic Building Systems $.82 ≤Inflation rate

Respond to Service Calls $1.36 ≤ Inflation rate

Perform Preventive Maintenance $1.60 ≤ Inflation rate

Replace Obsolete Building Systems $1.22 ≤ Inflation rate

Maintain Public Spaces $1.34 ≤ Inflation rate

Manage Residential Prop tbd ≤ Inflation rate


Objective: Minimize Unit Cost at DS Level

Measure: Unit Cost for 9 Discrete Services


32

Asset Utilization Measures for all Discrete Services

95%

106%

95%

105%

94%

103%97%

108%

94%

113%

94%

109%

95%

105%

95%

107%

95%

111%

97%

109%

95%

108%

93%

107%

95%

108%

0%

20%

40%

60%

80%

100%

120%

% Utilized

Oct-01 Dec-01 Feb-02 Apr-02 Jun-02 Aug-02 Average

Month

Utilization Percentage - FY02

Utilization % Not Including OT

Utilization % Including OT


Conclusions and Recommendations

•Data Collection via SOP within CMMS is critical to PWB Management Decision Making

•Reinforce Compliance with PWB SOP’s

•Re-educate PWB Personnel on Workflow and Data Collection Protocol

•Centralized Cost Accounting throughout ORS using a cost effective time and cost accounting system such as MS2000

•Combine “Replace Obsolete Systems” with “Perform Preventive Maintenance”

•Establish a Public Space PM program


Appendices


35

Appendices

• Include the following:

• Page 2 of your ASA Template• Customer segments graphs • Customer satisfaction graphs• Block diagram• Process maps• Process measure graphs• Learning and Growth graphs• Analysis of Readiness Information • Unit cost graphs• Asset utilization graphs• Any unique measures graphs


36

DS5: Respond to Service Calls Increase # of service calls entered over the web

Decrease the number of Electrical PM failures

NEW FY03 Reduce Backlog on repairs

Reduce Average time of Completion for service calls

Increase # of buildings achieving 90% score

Recuce number of recommendations over 90 days old

Reduce the sqaure footage managed per Maintenance FTE

Equal or exceed SLA inspection requirements

Improve overall service call days for completion

Learning and Growth Perspective Performance Measure


DS4: Operate Dynamic Building Systems

DS2 Provide Sanitation Services

Increase customer satisfaction

Performance Objective

Minimize unit cost at a defined service level.

Analysis of Readiness Index


Awards/Recognition

DS9: Manage Residential Facilities


Survey methodology prepared for each Discrete Service based on ORS survey

Increase Access to Automted Maintenance Management Syst

Performance Measure


Maintain & enhance competencies for the future organization.

DS8: Maintain Public Spaces

DS7: Replace Obsolete Building Systems

Identify methods to measure processes.

Performance MeasureInternal Business Process Perspective

Block Diagram of Service Group. 9 Deployment Flow Charts

Identify and report on process measures for Discrete Services (see below)

Increase understanding of processes.


DS1, DS2, DS3, DS4, DS5, DS6, DS7, DS8, DS9 cutomer segmentation charts

Customer PerspectivePerformance Measure

Increase understanding of customer base

Increase number of web entered service calls

Asset Utilization of Work Force labor via PWB Shops Model Maximize utilization of assets.

Unit Costs for DS1-8. Manage Residential to be determined



37


C1.1Measure: Customer Segmentation Chart for DS1-8

0 250000 500000 750000 1000000 1250000 1500000 1750000 2000000

Factored Rentable SF

ORSCCNCI

NIHAIDOTHERNIDDKNHLBINICHD

NLMNINDSCBERNIMH

ODNEICIT

NIH_RENONIDCROD/OANHGRINIAMSNIAAA

CSRIn

stit

ute

Customer Segmentation of Non-Residential Square Footage

Factored SF = 12.76 M

Non Factored SF = 9.48 MFactors: Animal = 2.0, Lab = 1.5


38


C1.1 Measure: Customer Segmentation Chart for DS9

0 5000 10000 15000 20000 25000 30000 35000

SF

CINIH

OD

NCI

DHHS

NICHD

NIDDK

NIDR

CC

VRP

NCCAM

NCRR

NIAID

Ten

ant

Customer Segmentation of Residential Square Footage

Total = 91773 SF


39


Measure: Reduce weighted average days for completion time for trouble calls by section

7.48

8.26

12.03

9.94

0

2

4

6

8

10

12

14

Nu

mb

er

of

Da

ys

BMU CMMU SHOPS WEIGHTED AVERAGE

PWB Sections

Average Days for Trouble Call Completion by Section

Target FY O3

7.0 Days


40

DS2: Provide Sanitation Services

Measure: Increase % of buildings scoring 90% on inspection

Sanitation Contract Inspection Results

0

5

10

15

20

25

30

35

40

Months Inspected

Nu

mb

er

of

Bu

ild

ing

s

Buildings Scoring 90%

FY03 Target Mo Avg. = 31FY02 Actual

Mo. Avg. = 28


41


Measure: Reduce # of recommendations not adopted after 90 days

Recom

men

dation

s

< 30 days

30 - 60 Day

s

60 - 90 Day

s

> 90 Days

0

20

40

60

80

100

120

Pest Management Control Recommendations By Days Outstanding

Age of Recommendations

FY 02 Total > 90 = 115

FY 03 Target = 100

Oct 01 –Jan 02Inspection Cycle

Feb 02 – May 02Inspection Cycle

Total Recommendations


42

DS4: Operate Dynamic Building System (FY03 Measure) Measure: Define the sq. footage operated and maintained per Maintenance Staff and compare to industry standards to develop baseline

FY

03

Ta

rge

t T

o b

e d

ev

elo

pe

d a

nd

co

mp

are

d to

ind

us

try s

tan

da

rds

1

10

100

1000

10000

100000

1000000

10000000

100000000

Square Feet of Facility Space Per Maintenance FTE

SF/ FTE 60435 63768

Total NIH SFMaintained

11478320 11845320

FY 01 FY 02


43


Measure: Increase % of Trouble calls submitted over the Web


0

100

200

300

400

500600

700

800

900

1000

Oct-01

Nov-01

Dec-01

Jan-02

Feb-02

Mar-02

Apr-02

May-02

Jun-02

Jul-02

Aug-02

Sep-02

Months

Wo

rk O

rde

rs

Actual = 33%Target = 50%


Avg.

Non-Web based calls


44


Measure: Reduce % of Electrical PM Failures

100%7%

100%16%

100%13%

100%7%

100%12%

100%9%

99.3%13%

100%11%

100%3%

100%5%

100%15%

100%12%

99.95%10%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Oct-01

Dec-01

Feb-02

Apr-02

Jun-02

Aug-02

Total FY02

Power Panel PM's - Clinical Center (JCAHO)% Failures

% PM's Completed

Target: Reduce Failure Rate to 7 %


45

DS7: Replace Obsolete Building Systems and Components(FY03 Measure)

Measure: Reduce Percentage of PM generated Small Purchase and Repair Work Items that are Incomplete

Recommendation: DS7 be folded into DS6 – Perform Preventive Maintenance. This measure would be retained as a second measure for DS6


46

DS8: Maintain Public Space (New Measure For FY 03)

Measure: Equal or Exceed SLA % of square footage inspected by

FM’s via an Established PM Program in CMMS

Notional

Qtr 1 Qtr 2 Qtr 3 Qtr 4

Square Footage0

400000800000

120000016000002000000

Public Space Inspection Schedule

Square Footage


47

DS9: Manage Residential Property

Measure: New FY03 – Improve Service Call Completion Cycle

Children's Inn38%

Convent (HHMI)34%

NIHAC 116 1%

NIHAC 117 1%Building 61

1%

15 Group 25%

Children's Inn 567Convent (HHMI) 61915 Group 403Building 61 21NIHAC 116 5NIHAC 117 3

Total # of Service Calls

Per Bldg.

This chart shows the distribution of FY02 calls.

The Measure will show the avg. time to close out service calls on residential property.


48

Facilities Management and Maintenance Services Block Diagram

The Service Providers

CCMS CMMS SHOPSBMU

FMU CCFMU GMLS

CCMU RMS

Protecting America’s StrategicHealth Science Assets

Manage FacilityOperations and

Services

ProvideSanitations

Services

ReplaceObsoleteBuildingSystems

Provide PestManagement

MaintainPublic Spaces

OperateDynamicBuildingSystems

PerformPreventive

Maintenance

Respond toService Calls

ManageResidentialFacilities

Thursday, November 07, 2002

Page 1 of 1

Provide Facility Management and Maintenance ServiceService Group Block Diagram


49

Process Flow Map: DS1 – Manage Facility Operations and Services

Discrete Service: DS1: Manage Facility Operations and ServicesDate: 8/14/02 Participants: ASA Team

ORS Service Providers OccupantsCall-In Desk CommunityFacility Managers

Identify problem Report problem Report problemReport problem Reports problem

Analyze problemand assign to

service providers

Issues withprovider

assignment?

Resolves problemCan service

providersresollve?

Problemaddressed

From call-indesk?

Negativefeedback from

surveyresponse orcomplaint?

No

No

Yes

Generates survey Completes surveyYes

Yes

No

End

No


50

Discrete Service: DS 2: Provide Sanitation Services PAGE 1Participants: ASA Team Date:8/14/02

CustomerContract

InspectorsOAS

HousekeepingContractor

RMSProjectOfficer

PWB/FMU/Sanitation Services

Identifies deficiencythrough operations

Identifies deficiencythrough inspections

Reports deficiency

Call housekeepingcontractor

Abates deficiency

Complete survey

Customersatisfied?

End

Appears to bechronic

problem?

Identifyresponsibility for

problem

Is itHousekeeping?

To DS3,"FMs

identifyproblem"

Yes

CMMS generatessurvey

Yes

Originated fromCMSS?

Negativecustomerfeedback?

No

Yes

Yes

End

No

No

Yes

Meet withcustomer

No

No

to p.2


51

Process Flow Map: DS3 – Provide NIH-wide Pest Management Control


52

Process Flow Map: DS4 – Operate Dynamic Building Systems

Operate Dynamic Building Systems

CMMS Bldg. Engineer Building SystemCustomer/Residents

Complaint orQuestions

Central DeskCreates WorkOrder

Receives Input Alarm or Prompt

Is This aMaintenance Issue/

Trouble Call?

Is This StandardBuilding

Operation work

Operate AppropriateBuilding System

Refer to SCflow chart

No

Yes


53

DS 5 Respond to Service Calls

Maintenance Unit ContractorShops SectonCentral Call Desk

Work Request and Closeouts Entered into

MS2000

Central CallRoutes byLocation

Is WorkManitnenance?

First CallInvestigate -

Manintenance Unit

Building EngineerAssigns

yes

PerformsMaintenance andCloses out Work

Request

No

Scopes Job forEffort

Assign ToShops?

Yes

Shops Size Job

Can Perform InHouse?

Yes

Perform WorkRequest

ContractorSchedules and

Performs ServiceSends Close Out

Report to MU

No

No

Process Flow Map: DS5- Respond to Service Calls.


54

Process Flow Map: DS6 – Perform Preventive Maintenance

DS6 Perform Preventive Maintenance

Maintenance Unit ContractorShops SectionMS2000

PM Systemproduces

Equipment PMSchedules and PM

Inspection Maps

No

ContractorAccepts Pm

Schedules andreviews Reject

Reports

MU ManagerReviews list. Is thisContractor Service?

Yes

Assigns to MUengineer whoschedules and

reviews parts andmaterial

Will PM requireCustom work or

Shop help?

Shop Foremanschedules labor,

parts, other

No

Maint. Engineerperforms PM and

records info

PM SystemUpdates DB and

ProducesCompletion report

Yes

Contacts MU andcoordinates

delivery

PM Is Complete

Any ORS Shophelp needed?

Yes

ORS ShopForeman and

Contractorcoordinate for

Delivery

ContractorPerforms PM andsubmits report to

MU Clerk

No

Maint Unit Clerkinspects PM report

for Acceptance.

Yes

Is report OK?

No


55

DS7 Repair & Replace Obsolete Building Systems and Components

Maintenance Unit ContractorShops SectionMS2000/RMS

PM Systemproduces

Equipment PMSchedules and PMInspection Maps

No

ContractorAccepts Pm

Schedules andreviews Reject

Reports

MU ManagerReviews list. Is thisContractor Service?

Yes

Assigns to MUengineer whoschedules and

reviews parts andmaterial

Will PM requireCustom work or

Shop help?

No

Yes

No

Any ORS Shophelp needed?

Yes

No

Go ToPM

Is This majorrepair or

replacement?

Go ToPM

YesRMS Planning and

Coordinating

Go ToRMS

Process Flow Map: DS7 – Repair & Replace Obsolete Building Systems and Components


56

Ds8:Maintain Public Spaces

Facility ManagersRMS CMMS Building EngineerCustomer/Residents

Submit ServiceRequest

ConductBuildingAssessments

Central DeskCreates WorkOrder

Establishes PMInventory

CMMS GeneratesPM Is this a

Service Call?

Refer toAppropriate

Service ProviderNo

Go toSerivce

Call Map

Yes

Go to PMFlow Map

Inspect PublicSpace

Inspects WorkOrder


57

Discrete Service: DS9 Manage Residential FacilitiesParticipants: ASA Team Date: 8/14/02

DESManagement

ResidentFacility ManagerService Providers

(Shops, BMU, RMS,Contractors)

PWB/FMUHousing Team

Inform PWB of residence

assignment anddue date

Arrange residentwalk-through

Conduct residentwallk-through andcompile punchlist

Determineassignment to

service providersbased on scopeand complexity

Assign andcoordinate

improvements

Performimprovements

Conduct pre-occupation walk-

through

(manage-ment option)

OK?

Conduct residentwalk-through

OK?

Occupiesresidence

to DS 3,"Occupant

s reportproblem"

Service needarises duringresidency?

Peform cyclicalmaintenance only

until residencereassigned

yes

yes

no

no

yes

no


58


L1. Objective: Enhance Quality of Work Life for Employees

L1.1 Measure: Conclusions from L&G Data

Low Turnover indicates high satisfaction with job

Low sick leave indicates work force commitment to the mission

Low ER-ADR-EEO indicates an open atmosphere where employees can discuss issues before they become problems


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L2. Objective: Maintain and Enhance Competencies

L2.1 Measure: Analysis of Readiness Conclusions


Projected Hiring: Need additional maintenance service personnel to reduce amount of square footage under

supervision.

Contractor Requirements: Increasing repair and replacement requirements will require an increase in contractor service for mechanical, electrical improvements.

Training Requirements: A new emphasis on more competency training across the board – especially regarding CMMS for all employees in PWB.


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Utilization Asset Measures


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Unit Costs Measures

Documents

Provide Facility Management and Maintenance Services 1 FY02 ASA Presentation Provide Facility Management and Maintenance Services Presented by: Kelvin