Manital archibus eFM
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Transcript of Manital archibus eFM
Il Gruppo ManitalPagina 118 aprile 2011
The choice of ARCHIBUS to manage core business
Orlando - March 29, 2011
The MANITAL Group: Introduction
Manital Group, established in 1993 as a consortium
of companies, today is a leader in providing
services to real estate assets. Its specialization in
facility management and attention to governance
of the services provided make it an indispensable
point of reference in the integrated services.
Manitalidea SpA, the major Company of the Group,
has identified its engineeringengineering ofof serviceservice asas itsits
corecore businessbusiness.
Il Gruppo ManitalPagina 218 aprile 2011
corecore businessbusiness.
Overall, the Group manages more than 1,800 direct
employees with different technical specializations
through its operating divisions, throughout Italy.
Besides, the company also has an internal
engineering structure that can assist Clients in the
whole process: starting from the design phase of
turnkey works, to the implementation stage.
Our Clients: some figures
PUBLIC SECTOR
BANKS
Clients: 60
Buildings: 400
Sq Ft: 20 millions
Managed through ARCHIBUS from April 2010
INDUSTRIES
Clients: 9
Buildings: 60
Sq Ft : 1 million
Managed through ARCHIBUS from January 2011
Il Gruppo ManitalPagina 318 aprile 2011
BANKS
Clients: 10
Buildings: 800
Sq Ft : 2,5 millions
Managed through ARCHIBUS from January2011
Our Clients: some specificities
In particular, we manage facility services
in one of the most important public
offices of the Italian Government: the
State Mint, where our €€€ are coined!
PUBLIC SECTOR
Clients: 60
Buildings: 400
Sq Ft: 20 millions
Managed through ARCHIBUS from April 2010
Il Gruppo ManitalPagina 418 aprile 2011
Manital chooses ARCHIBUS…
The ARCHIBUS project starts when Manital wins the Consip bid, the Italia Public Agency in
charge for optimization of public procurement of goods and services.
The reason for choosing ARCHIBUS relies on the matching fit between each module
functionalities and the project requirements.
Operations: maintenance, cleaning, move,
landscaping
GenesisGenesis of the Projectof the Project
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landscaping
Service desk and Call Center
Preventive maintenance and other planned
activities
SLA and KPI monitoring
Space and Equipment management
ThisThis isis onlyonly the start!the start!
Manital chooses ARCHIBUS to manage core business
Starting from an average of 20-30 clients managed per year Manital expects to reach
130 clients at the end of 2011.
Manital had to think about a new organization supported by a information technology
platform.
The ARCHIBUS project starts with the aim of:
� Manage contracts;
� Manage services provided.
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� Manage services provided.
ARCHIBUS ARCHIBUS entersenters in the in the corecore of of
Manital’s Manital’s activitiesactivities andand
becomesbecomes mainmain player!player!
Contract management
“The contract is the main tool by which we attribute a precise
value in terms of requirement implementation and
commitment to achieve results. For us the contract is a way to
establish a flexible partnership with the Client in order to share
long-term values, from reengineering to process optimization”.
(from Manital web-site)
NEEDS
Il Gruppo ManitalPagina 718 aprile 2011
� Simplify and Integrate the management of a significant number of contracts and clients
� Build a unique and complete platform for all buildings and equipment
� Monitor activity costs and revenues through simple instruments
� Simplify billing processes, integrating ARCHIBUS contract information with SAP Sales
Management processes.
NEEDS
ENABLING FACTORS: Sales process
Thanks to ARCHIBUS implementation, we are now able to:
� Monitor project timing and documents management;
� Simplify the new contract database;
� Obtain a single instrument of all contractual
documents.
In less than a year, Manital has acquired 79 different
Clients by at least 65 different contracts (60 for Public
Il Gruppo ManitalPagina 818 aprile 2011
Clients by at least 65 different contracts (60 for Public
Clients, 19 for Private Clients – Industrials or Banks);
1.221 buildings for about 30 millions sq feet.
Every year Manital manages with ARCHIBUS about
5.000 on demand work requests, 120.000 preventive
maintenance work orders spread on whole national
area.
ENABLING FACTORS: Sales processWe use an important monitoring tool, where all strategic decisions in acquiring a new Client are taken: it's
called Contract Acceptance Report.
First of all we can find the name of the Client and its status (Prospect, Request for proposal, Proposal sent,
Contract signed) together with all the commercial activities planned and/or performed.
Il Gruppo ManitalPagina 918 aprile 2011
ENABLING FACTORS: Sales processWe use an important monitoring tool, where all strategic decisions in acquiring a new Client are taken: it's
called Contract Acceptance Report.
First of all we can find the name of the Client and its status (Prospect, Request for proposal, Proposal sent,
Contract signed) together with all the commercial activities planned and/or performed.
Il Gruppo ManitalPagina 1018 aprile 2011
ENABLING FACTORS: Sales processWe use an important monitoring tool, where all strategic decisions in acquiring a new Client are taken: it's
called Contract Acceptance Report.
First of all we can find the name of the Client and its status (Prospect, Request for proposal, Proposal sent,
Contract signed) together with all the commercial activities planned and/or performed.
Il Gruppo ManitalPagina 1118 aprile 2011
ENABLING FACTORS: Sales processWe use an important monitoring tool, where all strategic decisions in acquiring a new Client are taken: it's
called Contract Acceptance Report.
First of all we can find the name of the Client and its status (Prospect, Request for proposal, Proposal sent,
Contract signed) together with all the commercial activities planned and/or performed.
Il Gruppo ManitalPagina 1218 aprile 2011
Manital’s objective was to integrate a range of contractcontract managementmanagement processesprocesses through a unique,unique,
comprehensivecomprehensive databasedatabase, though the are different features among public contracts, industrial
contracts or services for banks and assurance companies.
This database contains all contracts information all contracts information regarding:
� buildings and equipment
under contract; oun;
� service level agreements;
� planned and preventive
ENABLING FACTORS: Contract management
Il Gruppo ManitalPagina 1318 aprile 2011
� planned and preventive
maintenance/activity;
� billing terms and conditions;
� organization and
operational contacts;
� all technical and
contractual documents.
ENABLING FACTORS: Invoice Management
As ARCHIBUS contains all data relating to contracts, Manital needs an automatic data transition from
ARCHIBUS to SAP, in order to:
� make the invoices as automated as possible;
� ensure the invoices contains no mistakes.
All the monthly data on work developed and revenue generated reside on ARCHIBUS (no SAP).
Each contract has:
� data on service fixed compensation:
Less Effort
More Accuracy
Less Effort
More Accuracy
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� data on extra activities, different every month
DB Link
Operation Management: Needs and Goals
Manital chose ARCHIBUS in a context of strong organizational change.
NEEDS
LikeLike a a littlelittle
revolutionrevolution
� Manage and monitor activities on each area
� Monitor workforce productivity within each area
� Effectively manage the start up of new contracts
� Improve response times to customers
Il Gruppo ManitalPagina 1518 aprile 2011
revolutionrevolution�
� Reduce time to update the information on the
work done, in terms of both effort and time
elapsed
Operations Management: Organization
ORGANIZATION CHART
Before BPR
Area
ORGANIZATION CHART
After BPR
Governance Work Work teamsteams
In order to better serve its Clients, Manital has embarked on a business process reengineering. At
the moment of the choice, Manital needed a slim organization to manage more effectively
operational activities.
KeyAccounts
Il Gruppo ManitalPagina 1618 aprile 2011
Area Manager
FacilityManager
Work teams
FacilityManager
Work teams
Governance Desk
Work Work teamsteams
Work Work teamsteams
Work Work teamsteams
ENABLING FACTORS: Governance Desk
Composed by professionals, the Governance
Desk is able to:
� assign tasks;
� monitor actions status;
� optimize plans of activities studying
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� optimize plans of activities studying
buildings and equipments localization.
ENABLING FACTORS: Using mobile devices
Play
Movie
Il Gruppo ManitalPagina 1818 aprile 2011
Movie
ENABLING FACTORS: Using mobile devices
Mobile devices simplify and realize the interaction between
Users and ARCHIBUS, and they improve processes and
business performance:
� reducing time;
� eliminating training costs;
� increasing data compliance;
� optimizing operational activities.
Mobile workers
who are not at their
desk or in front of
their laptop are
those benefiting
the most from the
system.
Mobile workers
who are not at their
desk or in front of
their laptop are
those benefiting
the most from the
system.
Il Gruppo ManitalPagina 1918 aprile 2011
� optimizing operational activities. system.system.
The technology is there, though not The technology is there, though not
visiblevisible: you get the benefits, improve your
work without any additional efforts.
ENABLING FACTORS: Using mobile devices
With each email, that corresponds to a
work request, the stakeholders can:
� Take charge of a job request:
Accept - Reject
� Manage on Demand Work:
Close - Stop - Pause
Il Gruppo ManitalPagina 2018 aprile 2011
� Express the execution of the work:
Solved - Not solved
ENABLING FACTORS: Using mobile devices
EXAMPLEEXAMPLE:: HANDLINGHANDLING AA WORKWORK ORDERORDER
Following the assignment of a Work Order by the Government Desk, an e-mail is sent to the
technician in charge of the Work Order.
Within this email there are two buttons (links) that automatically generate a pre-compiled e-
mail for the acceptance or rejection of the activity.
By this, the
Governance Desk
controls all
Il Gruppo ManitalPagina 2118 aprile 2011
ACCEPT REJECT
After acceptance, the worker
receives an e-mail with all the details
and the work order attachment.
controls all
activities status and
knows which
worker is in charge
of work order.
ENABLING FACTORS: Using mobile devices
EXAMPLEEXAMPLE:: MANAGINGMANAGING ONON DEMANDDEMAND WORKWORK
Shortly before the scheduled completion of
work, the worker receives another e-mail with
which he can communicate the successful
resolution of the fault and that he is ready to
accept a new workorder.
Worker can
Il Gruppo ManitalPagina 2218 aprile 2011
Successfulresolution
Work not covered in Manital contract
Worker can
select:
Need for specifictrade
Building accessforbidden
Need for specificparts or supplies
Need for quoting the job
ENABLING FACTORS: Using mobile devices
EXAMPLEEXAMPLE:: EXPRESSEXPRESS THETHE COMPLETIONCOMPLETION OFOF THETHE WORKWORK
When workers communicate the resolution
of the fault, ARCHIBUS automatically sends
an email to the Client, in particular to the
requestor, in which we notify the
completion of the work request.
Il Gruppo ManitalPagina 2318 aprile 2011
Requestor
can select:
SOLVED NOT SOLVED
ENABLING FACTORS: Location Monitoring System
!
Il Gruppo ManitalPagina 2418 aprile 2011
Governance Desk
Optimizing Operations
ENABLING FACTORS: Location Monitoring System
1. Show list of work requests
2
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2. Select Technician
1
2
ENABLING FACTORS: Location Monitoring System
Building with pending work
orders work
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orders work order list
work order
details
ENABLING FACTORS: Location Monitoring System
work order list
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order list
work order
details
Worker(s) currently
assigned to this area/building
ENABLING FACTORS: DashboardOn the dashboard, we are extending our
reporting system connecting it directly to
ARCHIBUS in order to give our operator and
our clients all the needed information on the
services provided.
For our operator and our key account we are
developing a report providing them for
example:
Il Gruppo ManitalPagina 2818 aprile 2011
example:
� Work requests opened, per year per month, per clients, per type of service, etc.
� Work requests closing trend;
� Job quotation prepared, accepted, refused, etc.
� Key performance indicator: number of employees per clients, per request, etc.
� The aim is to give our operator and our key accounts an accurate overview of
the service provided.
Il Gruppo ManitalPagina 2918 aprile 2011 www.manital.it