Behind the Brain: Leveraging FM Software to Centralize Operations

by Joshua Lessack — Originally published in the September/October 2015 issue of FMJ—

LEVERAGING FM SOFTWARE TO CENTRALIZE OPERATIONS

As customers look for more data and faster turnaround times, technology platforms that centralize operations have become essential to successful facility management. This push toward technology-fueled management is based on organizations’ need to reduce costs and improve labor efficiencies by combining operations into one centralized system.

Many industry-leading companies are already using technology to compare average costs by trade; analyze work orders, call center efficiency and budgets; and compile vendor scorecards. These platforms offer central hubs where every aspect of work is measured and all decisions can be supported by data.

Technology is the backbone of this shift, but using a software platform to centralize operations is only part of the equation of a successful facility management system. It’s the marriage of updated technology and a knowledgeable team of experts that brings organizational leaders the peace of mind that the right work will be done at the right price and on time.

Developing the technology

Technology is evolving day-to-day, and facility managers are working along with service providers to develop innovations that can reshape the way companies manage their maintenance operations.

As a result, facility management companies need comprehensive teams of developers who work exclusively on technology platforms to bring cutting-edge advancements to customers. These companies must invest heavily in technology to remain competitive.

Successful facility management requires that multiple operations — everything from managing vendors to making sure the work is completed on time — work seamlessly together. Combining all facets of operational management allows facility maintenance businesses to save clients time and money.

Using a comprehensive technology platform to combine all aspects of operational management into one cohesive system, facility management companies can give clients real-time visibility, actionable big-data analytics and transparency, as well as streamlined communications and administration.

“The growth and convergence of processes, data and things on the Internet will make networked connections more relevant and valuable than ever before,” according to Cisco. “This growth creates unprecedented opportunities for industries, businesses and people.”

Doing more with less

The challenge to do more with less reaches across various industries. One of the key opportunities in facility management is how the industry will handle the projected shift in the number of highly skilled managers available as the current workforce ages.

In a 2014 survey on the pulse of FM, 30 percent of respondents indicated that their top concern was not having enough resources. Concerns about increasing workloads was reportedly the second-greatest concern.

So the question remains: How can facility managers most efficiently do what needs to be done in the face of shrinking budgets and staff?

There’s not just one answer, but technology can be an important tool in providing the predictive analysis and real-time measurement to improve productivity with level or decreasing resources. As a result, facility managers can better prioritize projects, enhance efficiency and maintain or advance the quality of work overall.

One example can be drawn from the SchoolStat program in New York City’s Department of Education, which helped enhance efficiency. “The idea behind it is that data-driven analysis drives better decision making,” says John Shea, CEO of the division of school facilities.

Twice a year, inspectors go out to the schools and evaluate maintenance conditions and cleanliness of areas including classrooms, bathrooms, gyms and cafeterias. They answer a series of questions and use an algorithm to determine an objective rating on a scale of one to five. Review sessions with directors and deputy directors of facilities help determine where they need to focus resources.

“For every dollar you don’t spend on maintenance now, you will spend three or four more in a few years,” Shea says.

Predictive technology can help highly skilled facility managers focus on organizational priorities and enhancing efficiency, as one part of the broader solution to the challenges of level or decreasing human resources in the industry.

Responding to occupant needs

DWM Facilities Maintenance had to find a way to adeptly respond when one of its clients, a major beauty company with several locations, experienced flooding at a store in Missouri. The flooding could have caused mold or mildew issues if not fixed immediately, so DWM service operators acted quickly to contact appropriate vendors and communicate with the client. DWM leveraged its data to get qualified plumbers and a restoration crew to the site within 20 minutes of the initial phone call, ensuring the issue would be completely resolved.

FMs and FM services companies function as subject-matter experts to bring deep industry knowledge to properly leverage centralized operations software.

There is no one-size-fits-all facilities maintenance software solution. Instead, FMs must work with occupants before launching new software and on an ongoing basis to make sure they are getting what they needs, whether that be communication, visibility, process improvement or another function.

Microsoft Facilities and Energy Director Darrell Smith’s philosophy is simple: “Give me a little data and I’ll tell you a little. Give me a lot of data and I’ll save the world.”

Looking ahead

We’re still on day one it comes to finding out how technology will shape the way companies manage their maintenance and other facilities operations. But as we move further down this technology path, we’re headed in a specific direction: one of increasingly sustainable growth for organizations, their workforces and potentially the environment as well.

“The maintenance department is often the focus of environmental policies because maintenance itself is a key part of sustainability, as it improves operations and contributes to longer asset life,” says Steve Brous, president and CEO of MPulse maintenance software. “After all, the best way to reduce waste is by preventing assets from becoming inefficient and from breaking too soon in the first place.”

Because software platforms can help track where money has been spent or saved over time, they can also allow FMs to see where they lack efficiency in energy usage and other areas. As the technologies evolve, facility management professionals must listen closely to occupants and adapt to their needs.

Solving the issue of a declining skilled trade population will be another focus for facility managers of the future. According to ManpowerGroup, skilled tradesmen — mechanics, electricians, machinists and more than 15 other kinds of skilled workers — are aging, and fewer people are learning those skills. The group expects the skilled trades gap to increase in the coming years.

It will be the job of facility management teams to overcome this trend by ensuring that new workers are appropriately educated and keeping experienced workers in those jobs.

From small-box retailers with a few locations to world-dominating campuses, facility management is changing rapidly. To keep up with this evolution, constantly updated technology teamed with skilled, forward-looking people will continue to be integral to the FM landscape.

Joshua LessackJoshua Lessack is vice president of operations for SMS Assist. In this position, he has played a vital role in the growth of the facilities division, expanding the team to include highly trained customer service representatives, trade specialists and account managers and spearheading the creation of client- and trade-specific training programs for new employees.

His skilled team continues to excel not only in delivery of high levels of customer satisfaction, but also in client retention and contract expansion.

FMJ, the official magazine of the International Facility Management Association (IFMA), is written by and for workplace professionals and is published six times a year. FMJ is the only magazine that draws on the collective knowledge of IFMA’s global network of thought leaders to provide insights on current and upcoming FM trends. For more information on FMJ, visit www.ifma.org/publications/fmj-magazine.

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IFMA, founded in 1980, is the world’s largest and most widely recognized association for facility management professionals, supporting 24,000 members in more than 100 countries. IFMA advances collective knowledge, value and growth for Facility Management professionals. IFMA certifies professionals in facility management, conducts research, provides educational programs, content and resources, and produces World Workplace, the largest series of facility management conferences and expositions. To join and follow IFMA’s social media outlets online, visit the association’s LinkedIn, Facebook, YouTube and Twitter pages. For more information, visit www.ifma.org.