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  • 1. IFMA 3-D Conference: Data, Decisions and Dashboards George Lohnes February 27, 2008
  • 2. About UGL Unicco
    • Established in 1949; acquired by United Group Ltd in 2007
      • a $3.5B Australian company with $1.2B in CRE and Facility services
    • Approximately $735 million in annual revenues
    • Headquartered in Boston , Massachusetts with regional and operational support offices throughout North America
    • Serving over 900 customers at 5,000 sites
    • 18,000 employees in North America
    • 95% client retention rate
  • 3. Today’s Discussion
    • Overview of portals and dashboards
    • Examples of Facility Dashboards
    • Guidelines for building a facility dashboard
    • “Live” build of a facility dashboard
    • Future Trends
  • 4. Portal
    • Portal:
    • A site featuring a suite of commonly used services, serving as a starting point and frequent gateway to the Web
    • Static Dashboards:
    • A user interface that, somewhat resembling an automobile's dashboard, organizes and presents information in a way that is easy to read.
    • Active Dashboards :
    • A dashboard that is linked to underlying analyses allowing users to understand the drivers of performance
  • 5. Portal for the masses…..
  • 6. Anatomy of a Portal: Portlets
  • 8. Process and Technology to Drive Change
  • 9. Sample Summary Facility Dashboard (note: actual dashboard… altered data)
  • 10. Work order Summary Dashboard
  • 11. Quality Summary Dashboard
  • 12. Safety Summary Dashboard
  • 13. Training Summary Dashboard
  • 14.  
  • 15. Where do you start?
    • If money is scarce
    • List your facility / business issues
    • Prioritize according to importance & ease of implementation
    • Commit to standard processes
    • Confirm organizational alignment
    • Establish metrics and measure!!
    • Establish goals / benchmarks (iteratively)
  • 16. SO LET’S BUILD ONE! (example built “dynamically” using steps discussed earlier in presentation)
  • 17. Metrics and Expected Outcome WORK CLASSIFICATION METRIC EXPECTED PERFORMANCE COLLECTION AND REPORTING Program Management Customer Satisfaction Cost Savings/Avoidance 95% Min. Positive Rating 5-10% Reduction Quarterly Customer Survey – JRC Report - Quarterly JRC Report Subcontract Management Monthly Performance Against Objective Verification of service delivery 100% Monthly Subcontractor Audit 95% Min. Positive Rating 100% compliance Monthly Performance Audit - Internal Monthly Report Invoice to PO validation Safety Training and Compliance Safety Orientation (OSHA/HAZCOM) Safety Training Employee Development / Skills Training 100% Meet All Federal and State Requirements 100% Compliance with Customer and Co. Policy Training Roster – Internal /External Semi Ann Reports / JRC Report Service Call Desk Responsiveness Average Time in Queue Average Talk Time Information Accuracy Client Satisfaction 98% Within 40 Seconds 90% Within 90 Seconds Technician Satisfaction Customer Survey Call Back Results / Monthly Customer Report Tech Survey Results Space Planning Average churn rate / cost per move Design turn around time 15% below IFMA benchmarks 98% On-Time Delivery Monthly performance report Work Management Aging Report
  • 18. Business Objectives Key Success Factors (KSFs) Key Performance Indicators (KPIs) Tracked by. Determine.
  • 19. Process Focused Service Delivery
    • Key Business Processes:
    • Work Order & Asset Management
    • Safety Management
    • Quality Management
    • Supply Chain Management
    • Capital Planning and Facilities Assessment
    • Strategic Account Management
    • Transaction Management (Back Office)
    • Performance Based Management
    ‘ Day in the life of a work-order’ example
  • 20. Safety Management
  • 21. Safety Dashboard Example
  • 22. Next Generation Dashboards
    • Rapid Application Development (RAD)
    • Dashboards focused on higher level business issues
  • 23. Software as a Service (SaaS): On-Demand hosted application platform. Subscription pricing, less upfront expense, easy upgrades and customization, and better scalability and service delivery. Integration: Connecting Building Automation Systems, Excel, Web Services. Secure: Set user permissions for data and dashboards. Dashboard Builder: Create and customize user defined dashboards Data Import: Flexible and configurable. Impart variety of data such as: modeled energy consumption, budgets, employee travel, etc. Custom Formulas: Create calculated or normalized data through formulas, i.e. energy/sqft Alert Management: Custom alerts to notify abnormalities. Portfolio Wide Data Collect and Manage data from across entire portfolio, from buildings to datasources all into one location Application Value and Features Executive Level Reporting Solutions for Managers and Operations Real Time Energy Budget vs. Actual ($) Corporate Greenhouse Gas Footprint (Marketing and PR) Carbon Credit Inventory ($ in Trading Value) (Version 3 – End of ‘08) (Version 2 – Mid ‘08) (Version 1 – Early ‘08) Next Generation Dashboards: RAD