Implementing Mobile Work Management. Carnegie Mellon University Facilities Management & Campus Services

Transcription

1 Implementing Mobile Work Management Carnegie Mellon University Facilities Management & Campus Services

2 Jeremy Smith Director, Information Technology Facilities Ma nagement &Campus Services u.edu Denise McConnell Management Information Administrator

3 Learning Objectives Match technology needs/requirements Understand software options Keep clear, obtainable goals Manage cultural change Recognize high-priority of user buy-in and involvement Make it part of the culture Position tools for future enhancements

4 Carnegie Mellon University Facilities Management & Campus Services Established 1900 Confers Degrees Globally Campus 140 ac. Pittsburgh Campus 130 Buildings 7.2 million sq. ft.

5 FMS Facts Work Orders Annually: 60,000 Labor Staff: 120 All Charge Back -- Every Labor Hour is Allocated to a Work Order

6 The Job is Getting Bigger Since 2000, acquired several existing buildings requiring maintenance. Major new construction, Gates-Hillman complex opened 2009, 217,000 sq. ft Scott Hall opened 2016, 100,000 sq. ft. Tepper Quad expected to open April 2018 adds 315,000 sq. ft. Two new buildings expected to break ground soon.

7 Facilities Technology at Carnegie Mellon Achievements Maximo CMMS introduced on campus Better methodology for request management, dispatch, work management and data analysis FMS computerized time and attendance system established 2003 Time management data available for reporting Challenges Remained Few Computers in FMS, No Wi-Fi No Direct Access to Maximo for Crews Paper Timesheets Paper Work Orders Crew Retained Incomplete Paper Work Orders For Long Time Missed Cycle PM Work Orders Envisioned advantages of mobile work order management Cancelled Work Requests Were Not Acknowledged How do we go mobile?

8 Goals for a Mobile Solution Vision, Technology & People Immediate Distribution of Work Orders Reduced Travel Time for Crews Reduced Paperwork Processing Better Work Order Management Immediate Status updates No Lost Work Order Sheets Quicker Turnaround on Charge Backs Direct Access to CMMS for Crews

9 Investigating Software Options Blank Slate Systems Pros Forms developed from scratch to meet needs No pre-defined structure Tools meant to work with any system Cons Required client to do planning, design, development & maintenance of forms No support for customer-defined forms, only the tool as a whole Cost uncertainty (implementation, consulting, design, etc.)

10 Investigating Software Options Proprietary Systems Pros Used existing CMMS logic for transactions processing Pre-built forms, front end developed and supported. Flexibility to modify forms Cons Expensive Upfront Costs Function follows form, processes adjusted based on system functionality Worked with server add-ons to enable additional functionality Enhanced when CMMS moved from clientserver to java-based web application

11 Investigating Software Options Configuration v. Customization Balancing our methods against available logic

12 Review of Previous Attempts

13 Review of Previous Attempts Device: Palm Pilot Reasons for Selection: Popular in early 2000 s Add-on software allowed form building & editing Method: Required docking to a PC (serial) to download data Impediments to Success: No live connection to data Time required to dock every device No real time validation of work order data No way to push data to the device in the field

14 Review of Previous Attempts Device: Alpha-Numeric Texting Pagers / Nextel Cell Phones Reasons for Selection: Two-way live communication possible Method: -Form developed by vendor -Work order details pushed to devices -Intermediary server: Push to vendor s server -Retrieved data from vendor server Impediments to Success: -No live connection to our own data -Limited connectivity within buildings -Additional programming required to retrieve and process data into Maximo -Limited validation capabilities

15 Device: Direct from CMMS Review of Previous Attempts Reasons for Selection: -Available technology capabilities of the CMMS -No new development or software required Method: -Work order created and assigned -Batch process on CMMS server -Scheduled task sent to assigned technician Impediments to Success: -Outgoing data only -Not all users read -Technician did not have mobile devices

16 Princeton University s Mobile Management They Used Maximo Maximo based Mobile Application Tips for Implementation Gain Interest Stacks of ipads Allow Personal Use Look at Future Use

17 A Fresh Look

18 When Technology Met Requirements University committed to wireless accessibility Wi-Fi made available in any part of any building on campus Wi-Fi only ipads and tablets kept costs manageable Hardware agnostic applications became available Applications worked directly with Maximo Java business objects Enabled live access to work order data The ipad was invented

19 Technology Choice Application Hardware and Software Decisions idevices offered application consistency Managing device inventory was easier Purchasing simple Apple care (very few incidents) Able to find lost and stolen ipads ipad minis seemed right size.

20 Mobile Technology A Primary Source for Data Reduced data entry tasks for office personnel to allow focus on customer service

21 Mobile Technology A Primary Source for Data Created opportunity to keep notes with work order

22 Mobile Technology A Primary Source for Data Work orders Labor entry

23 Mobile Technology A Primary Source for Data Attachments

24 People Minimal rules / Procedures EZMax Mobile Basics February 11, 2015 Reminder on Three Rules ipad fully charged and ready for work Carnegie Mellon University Computing Policy We trust you Excerpt from training material

25 Managed Doubts Built Excitement Staged Introduction Gained Buy-In Confronted Pushback Assisted with Set Up Trained on Device with Software Allowed Users to Personalize Device Continued Creating Culture

26 Pilot Groups Selected team crews, zone groups, craft groups Combined users who were comfortable with technology and new users Option to opt out Pilot Program for Mobile Work Orders November 2014 Thank you! You have been selected to participate in an early phase for Mobile Work Orders. This exciting new development for Maximo at CMU will provide everyone with some new and exciting tools. Until now, our work management process has been paper intensive. While the paper approach has been successful and works well, there are now better methods that take advantage of proven technology. We hope the introduction of Mobile Work Orders will provide the following benefits: Reduce the pile and associated administrative time for paper work orders Allow you to access Maximo from anywhere with Wi-Fi for realtime updates Improve communication by including photos and other files with work orders Create work orders for follow-up or corrective work Access internet and IOS apps for searches and helpful online tools Excerpt from training material

27 Assisted with Setup User set up ipad in pre-training session Added accounts and useful shortcuts not related to CMMS User kept ipad with them once it was set up. MOBILE WORK ORDER PILOT PROGRAM Learning Objectives SESSION ONE Summary: Introduction to EZMax Mobile Replacing paper and providing tools - why it s good for you and customers. Introduction to ipad Starting at very beginning, we ll make sure you are comfortable with the ipad. EZMax Mobile Work Orders Launching the EZMax Mobile app and looking at work orders. EZMax Mobile Doing Work Now that you don t have a paper work order, what should you do? EZMax Mobile Time Entry Recording time sheet information. Excerpt from training material

28 Trained on Assigned ipad Trainees had their ipad and software ready for their first training session Small classes, no more than 5 or 6 students Initial trainings included up to 3 instructors, highly personalized service Group training sessions - users helping users

29 Established Technical & Procedural Policies ipad = Tool Broken/lost policy - Supplied heavy duty cases - Apple tools can discover last known location - Networking group can pinpoint last access on campus Simplify required data entry - Pick lists - Default values - Teach users to use voice-to-text

30 Allowed Users to Personalize Device Users choose size Recommended hard cases, offered different models Kept stock of spare chargers Assisted any user wanting to use mobile phone, Android tablet or laptop ipads could go home Personal applications allowed

31 Create Mobile Culture Allowed Flexibility in Adopting Practices Traditional paper sheets. Filled out by technician. Data entered by clerk.

32 Allowed Flexibility in Adopting Practices Same Day Data Entry Allowed users to continue with paper, even when in Mobile trial group After some time, users began requesting no paper copies be printed

33 Customized Screens Encouraged Personal Attention Start Center has default queries for users Custom, saved queries are possible -- two plumbers in same location shared work

34 Developed a language for the mobile users Color Coding Watchlist Charge type (GenOps, Chargeout) New statuses DONE WCAN ACTIVE

35 Quick feedback to implementation loop Users see results from their idea & suggestions Easier location searches Self-assigned work requests Create own children PM last worked on logic Work thru Break/Lunch function

36 Sought Their Ideas for Culture Change Encouraged peer training Added shortcuts for mobile users - Storeroom ordering page - HVAC control sites - Time/Attendance system - Workday - Weather App - Set up

37 Mobile Culture at Work

38 Mobile Work Management At Carnegie Mellon Reaching Our Goals

39 Results Immediate Data Entry From the Field

40 Results More Up-To-Date Data The blue line indicates the marked increase in same day delivery of data.

41 Results Need for Labor Corrections Reduced

42 Results Employees have view into system for the first time Can search for any open WO in the system PM last time done function

43 Results Employees can report any work they find Either their own work or requests for others Can attach pictures of what they see

44 Other Considerations License cost increase Named user increased from 40 to 160 Be aware of application functionality Users will find their own methods

45 Continuing Improvement New Uses Inventory item requests from the field Updating asset information live Additional meter-condition monitoring Problem-cause-resolution Supervisor use Intended but they still use full site more often Additional queries and statuses for supervisors to use in the field

46 Extended Use On-Campus Vendors Rolled out limited access to vendors with additional logic Covered by warranty / service contract (billable) Some vendors enter contracted labor against Work Orders Vendor provides devices Who pays for licensing?

47 Extended Use Beyond Facilities Other Departments Copy centers tracking copier/printers as Assets in CMMS Plans to use Maximo/EZMM for responding to repair calls Sharing status of repair calls with customer (i.e. waiting for parts, etc)

48 Thank You Please don t forget to complete your evaluation in guidebook.