Evaluate, in detail, the business process used for maintenance work orders and projects.
Objective
Improve FAMIS Work Processes
Improve the FAMIS business processes by documenting the work flows and then determine ways to make the work flow more effectively.
KPI
Identify And Document All FAMIS Work Processes
All FAMIS work flow processes will be identified and documented. Work flow diagrams will be prepared for all processes. 75 percent of all FAMIS work flow processes identified and documented will be evaluated for improvements and improvements will be implemented.
Result
Documentation Of FAMIS Processes
Over 95% of all the FAMIS processes have been indentified and documented.
KPI
Evaluate And List Improvements To FAMIS Work Flow Processes
After identifying and documenting all FAMIS work flow processes, each process will be reviewed and improvements will be listed and corrected.The target is to identify and document 100 percent of all FAMIS work flow processes.
Result
Review And Improve FAMIS Processes
Over 60% of the FAMIS Processes have been reviewed and improved. This is an ongoing activity that has been suspended until FAMIS has been upgraded to 4.0 because the processes will change after the update.
Action
Document FAMIS Processes
Using VISIO, document 100% of all the FAMIS processes including (but not limited to): Captial Projects Work Orders Time Sheets PREQ and Purchase Orders Vehicle Work Orders Estimates Maintenance Projects
Action
Document And Review FAMIS Business Processes
On a process by process basis, review the FAMIS business processes with the end users. Document any changes to the process that will improve performance.
Goal
Improve Plant Operations Shop Performance
Define and measure performance metrics for the maintenance shops.
Objective
Measure Shop Performance Metrics To Assess Shop Work Order Management
Apply widely accepted industry peformance metrics to the management of shop work orders. These metrics will help management understand the success or limitations that exist in worker effectiveness, work order scheduling, availability of adequate productive worker hours, material availability, and equipment aveilability.
KPI
Percentage Of Call Back Work Orders
Percentage of Call Back (PCB) Work Orders measures the percent of work orders where the customer has called back to have the same problem addressed again due to a lack of perceived or real failure to complete the work order satisfactorily. Success will be obtained if the PCB work orders are less than 1 percent of the total reactive work orders. Reactive work orders are those work orders that require attention due to an item, piece of equipment or building system failure to perform its originally intended function. The Work Control center will compile a monthly and year to date report of the PCB work orders to determine success. Call back work orders will be reviewed to determine strengths and/or weaknesses in our material/equipment selections and support of worker training, application, experience, etc.
Result
Report Of Call Back Work Orders
With advent of a series of long-term illness on staff, this report was not generated.
KPI
Average Time To Complete Work Orders
Average Time to Complete (ATC) Work Orders is the average time in hours to complete a reactive work order (those that require attention due to an item, piece of equipment, or building system failure to perform it's orginally intended function). Completion time is measured in hours from the time received in the FAMIS work order management system to the time the work order is completed. Success will be achieved when the ATC work orders is less than 48 hours. The Word Control center will compile a monthly and year to date report of ATC work orders to determine success. Work orders determined to be affecting the average will be investigated to determine strengths and/or weaknesses in response time.
Result
Report Of Average Time To Complete Work Orders
With the advent of a series of long-term illness on staff, this report was not generated.
KPI
Number Of Deferred Equipment Preventive Maintenance Work Orders
Number of Deferred Equipment Preventive Maintenance (NDEPM) Work Orders is the number of preventive maintenance work orders deferred because of a lack of labor hours or material/equipment availability. Success will be obtained if the NDEPM work orders are fewer than 20 per year. The Work Control center will compile a monthly and year to date report of NDEPM work orders to determine success. Deferred preventive maintenance work orders will be investigated to determine strengths and/or weaknesses in labor supply, labor application, and material or equipment availability.
Result
Report Of NDEPM Work Orders
With the advent of a series of long-term illness on staff, the report was not generated.
Action
Create Call Back Report
Create a report that tracks the percentage of work orders where a customer has called back to address the same problem of an earlier work order.
Action
Average Time To Complete Work Order Report
Create a report in COGNOS to track the average time to complete routine work orders. Use the data fields noted in FAMIS to calcualte the work orders.
Action
Deferred Maintenance Report
Create a report in COGNOS that tracks the number of deferred maintenance work orders for equipment on campus. Use information from FAMIS to create the report.
Objective
Implement Customer Survey Program
Using online survey tools and the email options in FAMIS our computerized maintenance management software program, implement a Customer Survey Program to survey Facilities Management customers and obtain feedback on shop performance.
KPI
Number Of Customer Survey Responses Received
The number of customers responding to our survey questions, shall meet or exceed 50 replies per month. This is considered a sufficient number of data points for assessing results that are representative of how our customers feel about our quality of work. Number of responses will determine relative strengths and weakesses in the design of survey program.
Result
Create A Work Order Survey
A work order survey was created using the LIME application provided by the SHSU IT department.
Result
Number Of Customers Responding To Survey
As of December 2012, the number of customers that have responded to the survey is 205. This equates to an average of 39 per month which is short of the 50 replies per month that was set as the target.
KPI
Pecentage Of Customer Suvery Responses Scoring Three (3) Or Higher
The percentage of respondents who score us 3.0 or better on a 5.0 scale shall be 90 percent or higher. Answers to the questions will be used to determine areas of strengths and weaknesses.
Result
Customer Feedback From Survey
According to the survey, 96.33% of the respondents graded the performance of the shops to be a 3.0 (out of a maximum of 5.0) or better. The following is the score distribution: