Utilize Data to Maximize Facility Team Performance

May 03, 2016  •  Jamie Gregory

Whether it's someone who's discomforted by an HVAC problem or someone dealing with a computer issue, there are people relying on the services provided by your facility, maintenance, and IT teams on a daily basis. It's critical that sufficient manpower and resources are available to provide those services in an efficient and productive manner.

In this post we're sharing some tips and tricks for utilizing data to maximize the performance of your facility teams.

It starts with asking the right questions

  • Is our team responding to requests and resolving work orders in a timely manner?
  • Is our team's current workload manageable?
  • How is our team's workload trending over time?
  • How can our team be more efficient and productive?

Let's dig a little deeper to discover how you can gather the right data and put it to use to answer each of the key questions listed above.

Is our team responding to requests and resolving work orders in a timely manner?

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Responding to and resolving requests quickly, strengthens relationships with building occupants, gives your facility team a sense of accomplishment, and reduces labor costs.

Gathering insightful data:

  • If you haven't already, put a system in place to track response/resolution time trends.
  • Set benchmarks for time to respond to requests and time to resolve work orders. Share those benchmarks with your facility teams so they're aware of the expectations.
  • Monitor your team's performance vs the benchmarks.

Making sense of the data:

  • Are your teams/employees not achieving the benchmarks?
    • This could be an indication that your team's processes are inefficient or that they have limited resources or manpower.
  • Are your teams/employees achieving the benchmarks?
    • Awesome! They must be doing something right, try to figure out what's working so well and make sure that trend continues.

Putting the data into action:

  • Observe your team's processes and/or survey them to discover potential bottlenecks that are slowing them down (e.g., Can they receive work orders electronically on the go or do they waste time driving from one location to another to get updates in person?).
  • Equip your team with the resources they need to complete their work more efficiently (i.e., Tools, additional staff, etc.).

Is our team's current workload manageable?

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Overloading some of your departments or employees with too much work can result in low morale and work orders slipping through the cracks. Yikes!

Gathering insightful data:

  • If you haven't already, put a system in place to track work orders currently assigned to each department/team and individual employee.

Making sense of the data:

  • Are some teams/employees more overloaded than others?
    • This could be an indication that staff members are not allocated properly or that the work order assignment process should be reevaluated.

Putting the data into action:

  • Consider hiring more staff for teams that are short-handed or re-assigning staff members to overloaded teams.
  • Consider re-distributing responsibilities of overloaded teams to other teams or employees that share similar skills.
  • Analyze your work order assignment process to ensure that items are being assigned as fairly and evenly as possible.

How is our team's workload trending over time?

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Identifying your team's workload trends over time can help you adapt to both slow and busy periods to ensure consistent productivity.

Gathering insightful data:

  • If you haven't already, put a system in place to track the workload assigned to each department/team and individual employee over time.

Making sense of the data:

  • Analyze the data to identify workload trends over time.
    • Doing this will help you determine if there is any seasonality to the workload for a given team, employee, or type of work.

Putting the data into action:

  • Consider how you can leverage slow periods to tackle special projects, catch up on deferred maintenance, or be proactive with completing preventative maintenance tasks.
  • Consider how you can better allocate resources during busy periods to keep your team efficient and productive.

How can our team be more efficient and productive?

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Dig deep into your team's processes and help them make improvements until they become a well-oiled machine.

Replicate success:

  • Does one particular team or employee constantly outperform the others? If so, discover what makes them so effective and figure out how their success can be replicated throughout your other teams and employees.
  • Identify areas for improvement in your team's performance and processes. Then, implement changes and track your team's progress to see what's working and what isn't.

FMX can help

FMX enables facilities managers to more efficiently and effectively track work orders, schedule resources, and plan maintenance. Our cloud-based software features a calendar view that anyone can use to submit, track, and manage requests, events, and assets.  Facilities owners and managers gain visibility into activities and costs, while building staff and tenants get updated status information on their facilities requests.

Our newly enhanced reporting and analytics module provides powerful insight into your team's performance through interactive dashboards.

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