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How to control and optimise

service operations for

facilities management

17 SEPTEMBER - 14:20PM

Coen Jeukens

VP Global Customer Transformation

ServiceMax

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Dubai debuted the first 3D-printed

building in 2016. The city-state

says that by 2025, 25% of its new

buildings will be made using 3D

printers.

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TECHNOLOGY IS REDEFINING FACILITY MANAGEMENT

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FROM FIXING WHAT BREAKS TO KNOWING WHAT WORKS

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Maintain

Build

Design Commissioning Phase

Output

Operate Outcome

Optimising revenue and

operations throughout

the life cycle of a

facility and its assets

using modern technology

and state-of-the-art

Service Execution

tooling

VALUE

Finance Product

6

CUSTOMERS EXPECT THINGS TO WORK

Optimal

Broken

Equipment

Condition

Time

Equipment fails here

Failure starts here

Instrument

Inspection

Visual

Inspection

Equipment Data

Predictive

Assessing varied sensor data against other data sets (e.g. pressure) and comparing to a physical model of

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VOICE OF THE MARKET

IDC, Facility Management: Buildings of the Future in the Digital Economy, Oct. 2018

MID TERM LONG TERM SHORT TERM

Dynamic

Hoteling

Dynamic

Compliance

Reporting

Connected

Access

Mgmt.

Connected

Property

Mgmt.

Dynamic

Parts

Mgmt

Remote

Service

Intellige

nt

Building

Energy

Mgmt.

Augmented

Design

Mgmt.

Intellige

nt Floor

Planning

Augmented

Health/Safety

Intellige

nt Tenant

Mgmt.

Mobile

Workforce

Environ-

mental

Resource

Optimizat

ion

Real

Estate

Analytics

Asset

Lifecycle

Mgmt.

Advanced

Project

Mgmt.

Asset

Investmen

t

Analytics

Operation

al

Monitorin

g

Predictive

Maintenanc

e

Asset

Performanc

e Mgmt.

Asset

Instrumentat

ion

Middle East Fastest/growin

g FM Market by 2025 Global FM Market Report

2018

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INDUSTRY DRIVERS

Visibility & Insights

Capacity Management Margins & Cost Control Customer Expectations

Workforce Mobilization

Regulatory Compliance

Performance-Based

Contracts

Up/Cross Selling Proactive Maintenance

Accurate Equipment

Records

Value Added Services

Digital Transformation

Sustainability Smart Buildings

Outsourcing/

Integrated Facilities

Management

Strategic Partnerships

VOICE OF THE CUSTOMER

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INCREASE

REVENUE

MANAGE

WORKFORCE

INSIGHTS &

ANALYTICS

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Focus on the asset

to maximize uptime & outcome while

minimizing operating Cost

ASSET

CENTRICITY

IS KEY

Ana lytics

Cu stomer

Se lf Service

Co nnectors

Sp are Parts

SCM

Customers

Co ntracts

Installed Assets/LCM

Scheduling

Wo rk Force

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ACHIEVING ASSET VISIBILITY IN ALL DESIGN PHASES

Design for Engineering

Design for Manufacturing &

Construction

Design for Service

Design for Operations

Com

mission

ing

Phas

e

Leverage Service Design to shape and

model your processes.

Maintain

Build

Design

Finance

Com

mission

ing

Phas

e

Operate

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BEST PRACTICES

TO INCREASE

REVENUE Reduce Contract Leakage

Increase Contract Renewals

Generate New Sales/Service Leads

Linking BIM and service execution systems

keeps your equipment data current, and helps

you realise cross- and upsell opportunities.

Request

Contract

Quote

Installed Assets Triage LCM

ENTITLEMENTS

Making the right decision up

front

Debrief:

Parts, Labor,

Materials & Travel

Capture

Update

SLA Timers

Signature Capture,

Summary Report & Proforma

Invoice

New Leads

& Quotations

Synchronize

with Server

Update ERP

System

Detecting opportunities on the

job

Work Order

Resolution

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INCREASE

REVENUE

MANAGE

WORKFORCE

INSIGHTS &

ANALYTICS

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FM SERVICE EXECUTION IS A PUZZLE OF MANY COMPETING AND COMPLEMENTARY INTERESTS

FCM

Design Build Sell Maintain Operate

ODM

OEM

Dealer

Operator

3rd-Party

Maintenance

(White Label)

Contractor

OEM

Contract

Manufacturer

OEM

Product Output Outcome Value

Reseller

Freelancer

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MANAGING A HYBRID WORKFORCE AND MULTIPLE VENDORS

Selecting the “right” resource

By 2020, over 40% of field service work will be performed

by technicians who are not employees of the organization

that has direct contact with the customer.

FACILITY SERVICE

ORGANIZATION

PARTNER A

INTERNAL

PARTNER B

MARKETPLACE

Contracted third-party technicians

RESOURCE POOL

WORK PLANNING

SCHEDULING

TECH ENABLEMENT

WO DEBRIEF

ENTITLEMENTS

ANALYTICS

OPTIMIZATION

INTEGRATIONS

SECURITY

Jim Robinson, Gartner, Inc., Eight Components of Successful

Outsourced Field Service Management, 4 May 2018

Select by skill, availability & cost

Receive insights on job status

Leverage consistent reporting

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BEST PRACTICES TO MANAGE A HYBRID WORKFORCE

Use Intelligent Resource Recommendation Schedule Your Own & Contractor Resources

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INCREASE

REVENUE

MANAGE

WORKFORCE

INSIGHTS &

ANALYTICS

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OPTIMISE OPERATIONS WITH DATA

Data User: Fixing what breaks Data Supplier : Knowing what works

Uptime & Value

CX

Revenue & Competitive

Efficiency Products & Services

SERVICE

ASSETS

Customer Sales

Operations Engineering

SERVICE

ASSETS

Leverage usage, asset & service data to improve operations

over a life span of 20+ years

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SERVICE EXECUTION GENERATES LARGE DATA VOLUMES

Request

Contract

Quote

Installed Base Triage LCM

Resources

HR/Timesheet Update ERP Approve &

Communicate

Consolidate Review & Update

WO

WORK EXECUTION

IN THE FIELD

Schedule &

Dispatch

yes

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YOUR DATA TELLS A CUSTOMER STORY, AN ASSET STORY AND A LIFE CYCLE STORY

Work Order

Schedule & Dispatch

Travel, Start & Arrive SLA Timers

& Odometer

Troubleshoot Part Requested

Transfer Out Transfer in

Trunk Stock

Replace/Fix

Part Swap Install Base,

RMA

Debrief: Parts, Labor,

Materials & Travel

Capture

Update SLA Timers

Signature Capture, Summary Report & Proforma Invoice

Sales/Service Leads?

Synchronize Back to Server

Work Order Resolution

Close Work Order & Case

Update ERP System

Synchronize for offline usage

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BEST PRACTICES FOR DATA-DRIVEN OPERATIONS

Data doesn’t manage itself. You have to analyse and act upon it!

Results from our Customers Real-Time Visibility into Your FM Operation

Increase in

Customer

Experience

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IDC Innovators: Facilities Management Software as a Service, 2018

There is an enormous amount of waste

and inefficiency within facility

management, resulting in billions of

dollars wasted every year. Much of

this waste is a result of inefficient

facility management systems that fail

to provide the necessary visibility

and accountability. Kevin Permenter, IDC

“

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E: coen.jeukens@servicemax.com

Coen Jeukens

ServiceMax

M: +31 6 1553 2014

W: www.servicemax.com

Booth

ArC 241