Kennedy Center Facility Department Reengineering Program

Transcription

1 Introduction The following reflects a detailed overview of the efforts and support services conducted for the Kennedy Center Facility Management department, by Michael McCormick (Senior Consultant) employed with Technical Facility Management as the Interim Director of Facility Operations from November 1995 to January Facility Profile The John F. Kennedy Center, Washington, DC - The 11 acre Kennedy Center consist of 2.5 million square feet, which includes four major theaters with a combined seating capacity of over 7,300 and includes a 800,000 square foot parking facility with 1,580- parking spaces with over 4 million patrons visiting annually. Objective The purpose of reviewing the Kennedy Center s facility operations was to raise the service level and personnel skills to a competitive commercial level. Through the use of a competitive commercial analog benchmark and a review of the operations and management of the facility, an Operational Business Plan will be developed to bring the facility into line with the industry in accordance with Congressional guidelines and Kennedy Center Trustee s goals and objectives. Consultant Deliverables The consultant (group) is expert in the provision of property/facility management logistics planning and support services and as such will assist the Facility Management team in the development of project plans to evaluate facility staffing requirements, personnel skill levels, current operational procedures and service levels. The Group will develop operational procedure programs, personnel development programs, information systems and service level standards necessary to streamline facility support services and operational expenses. The Group, working with a team of Kennedy Center representatives, shall review the financial and operational characteristics of the facility and will develop a data model that includes recommended staffing levels and recommendations for changes to bring this site into line with the industry. The staffing and recommendations included in this report must be accurate, reasonable and valued correctly. They must reflect the operations that exist in the facility. Cookie cutter approaches are not acceptable. The consultant is responsible for preparing all required reports and documents. Included in these deliverables will be current cost, targeted savings (the value of a recommendation), implementation date and resultant calendar year savings. The consultant will also deliver a qualitative assessment of the final Management Plan in a verbal presentation session to be held with Congressional and Trustee executive committee prior to final sign-off of the report. Kennedy Center TFM Facility Support Services Overview Page 1

2 Consultant Role Acting as the interim Director of Facility Operations (November 1995 to January 1997), Mr. McCormick was responsible for facility operations, capital improvement construction projects, IT integration and departmental support services. Mr. McCormick provided planning, schedule analysis, coordination and management of building capital improvement projects, facility maintenance and renovations, base building and tenant build-out projects, in-direct supervision of 5 Facility Shops, supervisors and 42 facility Federal employees. Areas of responsibility included but not limited to: 24/7 Operations Facility Personnel Galas & Events Janitorial Services Central Plant Operations Preventive Maintenance Horticulture Landscaping Costs Capital Projects Security Cost Other Contract Services Fleet Services Supplies Congressional Report Annual Capital Budget Request Mr. McCormick conducted Life Cycle Analysis of the historical capital improvement projects to current and future capital projects and provided a 25 year capital planning report. The capital improvement report was designed to identify reoccurring capital expenditures necessary to repair the components of a building and, therefore, extend the life of those components through a proactive program of capital repairs. This report was used as a method of projecting the reoccurring capital repair and replacement expenditures for the Kennedy Center. The study provided the necessary analysis to the Congressional Committee, which approved the required 10 year ($130 million) $13 million fiscal renovation budget to assist with the long term restoration of the facility. The 1996 Management Plan Report Mr. McCormick prepared a Management Plan which provided recommendations and implementation strategy plans for reorganizing the facility management department and integration with the new agency mandates. Mr. McCormick conducted FY95 budget analysis and prepared FY96 quarterly financial O&M and Capital reports for the Congressional Operating Committee and prepared FY97/FY98 Facility Operating and Capital Construction Budgets. Mr. McCormick was instrumental in reducing an 800,000 SF parking garage restoration project cost by $1 million, annual cleaning service contract expenses by $700,000 and electrical energy cost by $250,000 and occupant Kennedy Center TFM Facility Support Services Overview Page 2

3 service complaints by 60% during FY96. Mr. McCormick was also responsible for the selection, acquisition, integration and training of a $750,000 COTS Facilities Information Management System (FIMS) software system for 1,000 end users. Kennedy Center TFM Facility Support Services Overview Page 3

4 I. Property Inspection FACILITY MANAGEMENT AUDIT PLAN OUTLINE A. General Information 1. Staffing/Organizational Chart 2. Current Job Descriptions 3. Personnel Records 4. Facility Records 5. Current Operational Procedures 6. Preventive and Corrective Maintenance 7. Financial and Material Management 8. Causality Prevention and Control 9. Energy Management B. Physical Property Audit 1. Janitorial Checklist 2. Window Washing 3. Maintenance and Repair 4. Security 5. Service Areas 6. Engineering Office 7. HVAC, Electrical, Mechanical' 8. Parking 9. Landscaping C. Facility Operation Audit 1. Mechanical, Electrical, Plumbing, and Structural 2. Administration & Information Systems 3. Review Cost Effectiveness of Facility Operations to Outsourcing D. Administrative Actions 1. Review All Service Contracts For Cost Competitiveness & Scope Of Service 2. Review Accounts Payable and Accounts Receivable Procedures 3. Prepare Property Organization Chart 4. Prepare Property Inventory 5. Implement Cost Control Procedures 6. Implement Critical Dates Report 7. Prepare Operating Budget Kennedy Center TFM Facility Support Services Overview Page 4

5 II. Target Areas A. Prioritization of Short and Long Term Goals 1. Professional Development 2. Reduction of Operating Costs a. Janitorial Costs b. Landscaping Costs c. Security Costs d. Other Contract Services e. Supplies f. Central Plan Operations g. Preventive Maintenance h. Property Taxes I. Insurance III. Development of Operational Business Plan A. Facility Management Plan B. Operating and Capital Expenditure Budgets IV. Partnering Roles A. Operations Committee 1. Executive Management Team 2. Building Operations and Construction Committee (BOCC) 3. Facility Management Team 4. Consulting Group B. Purpose of the Committee 1. Establishing the Short and Long Term Goals of the Partnering Efforts 2. Development of Position Descriptions 3. Development of Project and Management Policies and Procedures as Relating to Critical Building Program 4. Development of Evaluation Instrument to Measure Qualitative and Quantitative Performance 5. Development and Implementation of Corrective Measures Kennedy Center TFM Facility Support Services Overview Page 5

6 1. Facility Task Details Preliminary Facility Audit - Phase 1: This task required evaluation of the operational and maintenance functions of the Kennedy Center to identify strategies for improving efficiency effectiveness of staff and the facilities department. This evaluation included developing recommendations for implementation options for immediate action, further investigation, and long-term consideration. Review of Operations: This task included a review of the existing operations and maintenance contracts and compare to market cost for similar services. Reviewed material and supply costs and specifications for same and compare with market experience. Staff review included the scope of responsibility for staff to ascertain overlap, potential efficiencies and management reporting structures. The final stage of this task required interviewing the department supervisors to determine staffing responsibilities, reporting structures and current management controls. Review of Procedures: This task required review of the physical plant operations, evaluate for a proactive maintenance program and determine the frequency and appropriateness of procedures. This review included analysis of the Energy Management System to determine manpower requirements that would be necessary to respond to the new building automation system and identify efficiencies that could be realized after system installation. Facility Audit - Phase 2: This task (started mid-nov. 1995) was to provide an audit of the facility management functions at the Kennedy Center. This audit supplemented the preliminary evaluation described above, and will later be used to develop a coordinated facility management system at the Kennedy Center. This task also required a full-time, on-site Facility Manager. Review Levels of Service: Conducted audits and developed cost feasibility reports of the current energy management program. Interviewed key personnel involved in the management of theater operations, visitor services, the Kennedy Center Affiliates and other tenant/users of the facility. Reviewed and evaluated all of the above data and compared it to industry standards. Developed and presented recommendations for implementing operational procedures and levels of service competitive with the highest industry standards. From the facility management audit committee, obtained and reviewed detailed data concerning the following operational procedures and levels of services: Administration current operational and policy manuals records and tracking systems current financial and material management procedures current preventive and corrective maintenance procedures current energy management practices Kennedy Center TFM Facility Support Services Overview Page 6

7 Engineering existing engineering procedures and forms Financial existing current financial programs cost accounting procedures purchasing procedures material management procedures Energy Management the current program Tenant/Users operations and maintenance experience Facility Manager: Provided on-site, Monday to Friday, 7:30 am to 3:30 pm interim assistance as necessary to develop and implement interim operational programs, procedures, personnel development programs, information systems and service level standards necessary to streamline the facility support services and to prepare for the completion of a comprehensive facility audit, and to perform other activities related to operational tasks as directed by the COR. Facility Audit - Phase 2 - Modification: The purpose of this task was to modify the previous task scope of work, after initial efforts recommended a change in the management plan. This task was to provide analysis and recommend interim facility management programs at the Kennedy Center, to achieve operational efficiencies and levels of service consistent with industry standards. Facility Incident Reporting: Evaluated current procedures and developed incident reporting procedures with standardized incident report form. Elevator Safety Procedures: Evaluated current procedures and developed safety procedures with standardized elevator incident report form. Preventive Maintenance Program: Developed a preventive maintenance (PM) manual and procedures guideline with necessary forms to establish equipment historical data, tracking systems and work ticket. Winterization Program: Evaluated current procedures and assisted facility staff with developing a Winterization Manual. Facility Staff Work Schedules: Evaluated current facility personnel work schedules and developed a 10 hour work schedule, submitted to management for review and approved by Union shop stewards. Facility Staff Organization: Evaluated current facility staff organization and developed a temporary redeployment of personnel to streamline work loads, shift Kennedy Center TFM Facility Support Services Overview Page 7

8 coverage and vacation coverage to improve work productivity and customer service response. Honors Gala Preparation: Reviewed Gala scheduled activities and prepared an overview of the necessary facility staff preparations and activities prior to and during the events the COR. Attended and supervised Galas with facility and security personnel and coordination with Secrete Services for the US President and any diplomats. Operations Manager Position Description: Evaluated facility operations and developed an Operations Manager position description. Requisition Procedures: Evaluated and streamlined current requisition procedures and established request guidelines with the facility staff in accordance with the COR and Contracting Officer. Developed and implemented interim database to track requisitions and reporting. BOCC Reporting: Developed activity status report for weekly BOCC meetings. Elevator Analysis: Developed scope that included current maintenance contract evaluation, necessary O & M repairs, and 5 year load test and capital improvement analysis. Fire Alarm Service Contract: Assisted Mechanical Design Engineer with developing a service contract for maintaining the obsolete fire alarm system. Emergency Generator & Fire Diesel Fire Pump: Developed scope of work for a service contract for maintaining the Emergency Generator and Diesel Fire Pump. Emergency HVAC Repairs: Developed scope of work to repair 25-critical operational mechanical and electrical equipment and systems. Evaluate Elevator Technician Lawsuit and Provide Comments: Advised on electrical and elevator codes and OSHA Safety Standards associated with main line disconnects. Pending Elevator Repair Analysis: Evaluated and prepared an analysis of all outstanding elevator repairs and submit recommendations. Develop Facility Management Plan Schedule: Developed a one year management plan that includes all facility audit modifications completed and future assignments. The plan identified each phase necessary to achieve the goals and objectives to raise the service and personnel skills of the facility management department of the Kennedy Center to a level competitive with the highest industry standards. The plan included the following components: 1. Personnel Management Kennedy Center TFM Facility Support Services Overview Page 8

9 2. Operational Procedures - Administrative 3. Operational Procedures - Facility Staff 4. Preventive Maintenance Procedures 5. Financial and Material Management 6. Casualty Prevention and Control 7. Energy Management 8. Contract Services 9. Information Systems Management 10. Capital Improvement Programs Evaluate Facility Information Management System and Implementation Strategy: Evaluated current FIMS software to facility criteria and selected alternate software products. Selection included demonstrations form software manufacturers with appropriate facility personnel and MIS department. National Property Management Firm Selection: Assisted Architect with developing a Request for Information (RFI) from 5 select national firms capable of conducting the facility audit pertaining to the facility personnel criteria. Coordinated RFI responses and scheduled interviews with Kennedy Center Steering Committee and conducted reference checks on final firm selection and submitted report to COR. Facility Audit Phase 3, Interim Implementation Modification: This task (April 1996) required continued support with interim facility management programs as defined in the work completed in the Facility Audit, Phase 2, develop, implement and support interim facility management control systems and computerized management information system. Support included, at a minimum of one representative from 7:00 am to 3:30 pm, Monday through Friday throughout the term of the contract completion date. During this contract period, a full-time Facility Manager and Financial Analyst and Data Clerk were provided. Kennedy Center TFM Facility Support Services Overview Page 9

10 2. Completed Task The following reflects the task completed during the contract period (November 1995 to October 1996): Management Plan: Prepared management report on the progress of the interim efforts for the fiscal year FY96. This 120 page report provided a preliminary benchmark of work productivity and management control programs and submitted to COR and BOCC. Operating Committee Report: Prepared documents for the March Report to the Congressional Operating Committee: Phase 1: 1. Develop revised O&M Budget by Bud.Cat./Obj. Class 2. Rework description of budget categories 3. Revise temporary organizational chart (include Procurement & Legal) 4. Develop description of Interim Actions 5. Prepare Galbreath deliverables 6. Summary of Minor Repair backlog 7. Revise Management Plan 8. Complete detailed O&M Budget to new Chart of Accounts Phase 2: Prepare Financial Charts 1. FY 1996 Operating Plan 2. Facilities Operations - Utilities 3. FM - Preventive Maintenance 4. FM - Housekeeping 5. FM Salaries & Benefits Integrate New Chart of Accounts: Integrated new chart of accounts into current requisition data and sort data to reflect appropriate categories and expenses. Provided COR and Finance Dept. with final analysis. Requisition Control: Development and administration of requisition control procedures, approval, coding prior to COR authorization. Responsibility included monitoring recordkeeping and accounting tracking of expenses. Defer large O&M expenditures to capital budget. Finalized requisition form in conjunction with Contracting Department. Work Request Program (WRP): Developed software and administered computerized WRP including inputting of all Wit's, tracking of all outstanding and missing WR's. Prepared and generated weekly WR report to all KC Managers. Provided and administered support to KC administrative staff with telephone coverage and distribution of Wit's daily. Kennedy Center TFM Facility Support Services Overview Page 10

11 Financial Budget Analysis: Collected data; analyzed and updated new budget format with current requisitions to evaluate operating expenses to determine realistic expenditures for the remainder of FY96. Theater Budget Analysis: Prepared the Theater Operations with an operating budget with current expenditures for FY96. Facility Management Audit (Galbreath): Prepared all necessary documents as requested and prepared staff for audits, assisted with staff interviews, Theatrical meetings and facility tours and provided temporary work space for consultants. Education Department HVAC Issues: Evaluated environmental report, Mechanical Design Engineer analysis and recommendations, and actual air distribution air flow readings and recommended appropriate corrective action and implementation. Cyclical Maintenance Project Analysis: Assisted Project Architect with final collection of all cyclical maintenance issues and summary analysis of cost components and priority schedules. Daily Operations: Monitored and supervised (as directed by COR) facility staff with daily operations and maintenance requirements; support to KC Event activities, Gala's, Israeli sculpture repairs. Conducted daily meetings with KC O&M Shop supervisors to review all activities and long term projects. Building Operations and Construction Committee (BOCC): Prepared weekly BOCC reports and presented to BOCC members. Personnel Administration: Monitored personnel activities and implemented necessary management control programs to support managers with FMO goals and objectives. Facility Inspections (Life Safety, Facility, & Theaters): Evaluated, developed and implemented inspection program with Maintenance Supervisor. Information Management System - Phase I (Pre-Procurement): Recommendations for establishing a facility management system at the Kennedy Center. Described the possible components of such a system and developed a strategy for implementing the system. Prepared statement of work (SOW) for implementing the facility management system and training program. Defined in full detail the Tasks required to implement Phase I of the facility management system and a summary of the Phase II implementation Tasks. 1. Evaluate competing products. 2. Develop required system specifications. 3. Setup software demonstrations to KC Management and MIS Department Personnel Kennedy Center TFM Facility Support Services Overview Page 11

12 Information Management System Analysis: Evaluated IMS requirements and submitted recommendation for facility management and financial software. Requisition prepared and submitted to COR for approval. Facility Audit - Phase 3b, Final Interim Implementation: This task (June 1996) to continue interim support to the facility management programs and to complete the FIMS installation: Assist with Financial Control and Reporting (FCR): Assisted with the administration of requisition control procedures for the Facility Management department. This task included maintaining requisitions logs and other requisition information and to assist with the coding and processing of requisitions. 1. Developed FCR form detailing the funds available for each requisition submitted by function code. 2. Analyzed current available financial data and prepared budget estimates and developed budget projections for fiscal years 1997 and 1998 and a projected year end position of fiscal year This task required assistance with the development, write-up, financial spreadsheets and assembly of the June and August Operating Committee report. Reviewed all current service contracts, assisted with developing necessary specifications as needed and developed a list of appropriate service contracts for the fiscal year 1997 as directed by the COR. Prepared a description of each service contract proposed for fiscal year Prepared narrative for the fiscal year 1998 operating budget and prepared departmental budget status for BOCC review in August of Work Request Program (WRP): Provided daily oversight of computerized WRP, including inputting of all work requests (WRs) and tracking all outstanding and missing WR's. Assisted with generating daily report to COR and weekly WR report to all KC Managers and provided telephone coverage Monday through Friday, from 7:00 am to 3:30 pm, through September 30, Trained appropriate Kennedy Center staff on how to use and maintain the custom software WRP, developed by TFM. Implementation of the FIMS (SPAN FM) software: Coordinated the installation of the FIMS (SPAN FM) software system with Kennedy Center Facility Management Office, MIS Department and the software vendor (Innovative Tech). Developed detailed timeline schedule for completing the installation, implementation plan, and system setup of all components of the FIMS over the next two years. Prepared and coordinated training requirements, implementation and support requirements by the Kennedy Center MIS Department and the software vendor. Provided electronic data that contains the work request data and the "standards and details" of the work order required by the software vendor of the current work request database system. Evaluated current available inventory data from the facility department and assisted the facility department Kennedy Center TFM Facility Support Services Overview Page 12

13 with conducting a physical inventory of the shop department tools, supplies and equipment. Provide Operational Support: Provided support to the Operations Department during the daytime work shift Monday through Friday, from 7:00 am to 3:30 pm, through September 30, Support included operational monitoring, equipment maintenance and repair analysis, operational administrative assistance and technical review of operational system issues and submitted monthly summary reports with recommendations for new operational procedures. Provide Analysis of Housekeeping Contract: Assisted in the preparation of a government estimate, prepared a complete cost analysis and market comparison of the current housekeeping scope of work and provided appropriate support documentation. Submitted cost analysis which included market comparison, and supporting documentation to the COR. The analysis determined that the Center could reduce cleaning cost by approximately $700,000 annually. Kennedy Center TFM Facility Support Services Overview Page 13