17 SEPTEMBER - 14:20PM How to control and optimise service ... · How to control and optimise...
Transcript of 17 SEPTEMBER - 14:20PM How to control and optimise service ... · How to control and optimise...
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How to control and optimise
service operations for
facilities management
17 SEPTEMBER - 14:20PM
Coen Jeukens
VP Global Customer Transformation
ServiceMax
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Dubai debuted the first 3D-printed
building in 2016. The city-state
says that by 2025, 25% of its new
buildings will be made using 3D
printers.
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TECHNOLOGY IS REDEFINING FACILITY MANAGEMENT
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FROM FIXING WHAT BREAKS TO KNOWING WHAT WORKS
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Maintain
Build
Design Commissioning Phase
Output
Operate Outcome
Optimising revenue and
operations throughout
the life cycle of a
facility and its assets
using modern technology
and state-of-the-art
Service Execution
tooling
VALUE
Finance Product
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CUSTOMERS EXPECT THINGS TO WORK
Optimal
Broken
Equipment
Condition
Time
Equipment fails here
Failure starts here
Instrument
Inspection
Visual
Inspection
Equipment Data
Predictive
Assessing varied sensor data against other data sets (e.g. pressure) and comparing to a physical model of
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VOICE OF THE MARKET
IDC, Facility Management: Buildings of the Future in the Digital Economy, Oct. 2018
MID TERM LONG TERM SHORT TERM
Dynamic
Hoteling
Dynamic
Compliance
Reporting
Connected
Access
Mgmt.
Connected
Property
Mgmt.
Dynamic
Parts
Mgmt
Remote
Service
Intellige
nt
Building
Energy
Mgmt.
Augmented
Design
Mgmt.
Intellige
nt Floor
Planning
Augmented
Health/Safety
Intellige
nt Tenant
Mgmt.
Mobile
Workforce
Environ-
mental
Resource
Optimizat
ion
Real
Estate
Analytics
Asset
Lifecycle
Mgmt.
Advanced
Project
Mgmt.
Asset
Investmen
t
Analytics
Operation
al
Monitorin
g
Predictive
Maintenanc
e
Asset
Performanc
e Mgmt.
Asset
Instrumentat
ion
Middle East Fastest/growin
g FM Market by 2025 Global FM Market Report
2018
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INDUSTRY DRIVERS
Visibility & Insights
Capacity Management Margins & Cost Control Customer Expectations
Workforce Mobilization
Regulatory Compliance
Performance-Based
Contracts
Up/Cross Selling Proactive Maintenance
Accurate Equipment
Records
Value Added Services
Digital Transformation
Sustainability Smart Buildings
Outsourcing/
Integrated Facilities
Management
Strategic Partnerships
VOICE OF THE CUSTOMER
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INCREASE
REVENUE
MANAGE
WORKFORCE
INSIGHTS &
ANALYTICS
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Focus on the asset
to maximize uptime & outcome while
minimizing operating Cost
ASSET
CENTRICITY
IS KEY
Ana lytics
Cu stomer
Se lf Service
Co nnectors
Sp are Parts
SCM
Customers
Co ntracts
Installed Assets/LCM
Scheduling
Wo rk Force
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ACHIEVING ASSET VISIBILITY IN ALL DESIGN PHASES
Design for Engineering
Design for Manufacturing &
Construction
Design for Service
Design for Operations
Com
mission
ing
Phas
e
Leverage Service Design to shape and
model your processes.
Maintain
Build
Design
Finance
Com
mission
ing
Phas
e
Operate
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BEST PRACTICES
TO INCREASE
REVENUE Reduce Contract Leakage
Increase Contract Renewals
Generate New Sales/Service Leads
Linking BIM and service execution systems
keeps your equipment data current, and helps
you realise cross- and upsell opportunities.
Request
Contract
Quote
Installed Assets Triage LCM
ENTITLEMENTS
Making the right decision up
front
Debrief:
Parts, Labor,
Materials & Travel
Capture
Update
SLA Timers
Signature Capture,
Summary Report & Proforma
Invoice
New Leads
& Quotations
Synchronize
with Server
Update ERP
System
Detecting opportunities on the
job
Work Order
Resolution
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INCREASE
REVENUE
MANAGE
WORKFORCE
INSIGHTS &
ANALYTICS
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FM SERVICE EXECUTION IS A PUZZLE OF MANY COMPETING AND COMPLEMENTARY INTERESTS
FCM
Design Build Sell Maintain Operate
ODM
OEM
Dealer
Operator
3rd-Party
Maintenance
(White Label)
Contractor
OEM
Contract
Manufacturer
OEM
Product Output Outcome Value
Reseller
Freelancer
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MANAGING A HYBRID WORKFORCE AND MULTIPLE VENDORS
Selecting the “right” resource
By 2020, over 40% of field service work will be performed
by technicians who are not employees of the organization
that has direct contact with the customer.
FACILITY SERVICE
ORGANIZATION
PARTNER A
INTERNAL
PARTNER B
MARKETPLACE
Contracted third-party technicians
RESOURCE POOL
WORK PLANNING
SCHEDULING
TECH ENABLEMENT
WO DEBRIEF
ENTITLEMENTS
ANALYTICS
OPTIMIZATION
INTEGRATIONS
SECURITY
Jim Robinson, Gartner, Inc., Eight Components of Successful
Outsourced Field Service Management, 4 May 2018
Select by skill, availability & cost
Receive insights on job status
Leverage consistent reporting
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BEST PRACTICES TO MANAGE A HYBRID WORKFORCE
Use Intelligent Resource Recommendation Schedule Your Own & Contractor Resources
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INCREASE
REVENUE
MANAGE
WORKFORCE
INSIGHTS &
ANALYTICS
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OPTIMISE OPERATIONS WITH DATA
Data User: Fixing what breaks Data Supplier : Knowing what works
Uptime & Value
CX
Revenue & Competitive
Efficiency Products & Services
SERVICE
ASSETS
Customer Sales
Operations Engineering
SERVICE
ASSETS
Leverage usage, asset & service data to improve operations
over a life span of 20+ years
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SERVICE EXECUTION GENERATES LARGE DATA VOLUMES
Request
Contract
Quote
Installed Base Triage LCM
Resources
HR/Timesheet Update ERP Approve &
Communicate
Consolidate Review & Update
WO
WORK EXECUTION
IN THE FIELD
Schedule &
Dispatch
yes
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YOUR DATA TELLS A CUSTOMER STORY, AN ASSET STORY AND A LIFE CYCLE STORY
Work Order
Schedule & Dispatch
Travel, Start & Arrive SLA Timers
& Odometer
Troubleshoot Part Requested
Transfer Out Transfer in
Trunk Stock
Replace/Fix
Part Swap Install Base,
RMA
Debrief: Parts, Labor,
Materials & Travel
Capture
Update SLA Timers
Signature Capture, Summary Report & Proforma Invoice
Sales/Service Leads?
Synchronize Back to Server
Work Order Resolution
Close Work Order & Case
Update ERP System
Synchronize for offline usage
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BEST PRACTICES FOR DATA-DRIVEN OPERATIONS
Data doesn’t manage itself. You have to analyse and act upon it!
Results from our Customers Real-Time Visibility into Your FM Operation
Increase in
Customer
Experience
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IDC Innovators: Facilities Management Software as a Service, 2018
There is an enormous amount of waste
and inefficiency within facility
management, resulting in billions of
dollars wasted every year. Much of
this waste is a result of inefficient
facility management systems that fail
to provide the necessary visibility
and accountability. Kevin Permenter, IDC
“
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Coen Jeukens
ServiceMax
M: +31 6 1553 2014
W: www.servicemax.com
Booth
ArC 241