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Performance Improvement Through Benchmarking and Performance Measurement

Performance Improvement Through Benchmarking and Performance Measurement. Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department. In The Beginning. RFP developed for operational study Three firms responded

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Performance Improvement Through Benchmarking and Performance Measurement

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  1. Performance Improvement Through Benchmarking and Performance Measurement Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  2. In The Beginning • RFP developed for operational study • Three firms responded • One proposed to provide a management team and save big $$ Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  3. The Deal • Proposed a budget based on FY 1989 actual • Provided a documented plan of cost-saving ideas • Budget to stay at 1989 levels for 5 years, plus UM-wide increases • We keep all savings for facilities renewal/campus improvements Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  4. Why Benchmark and Performance Measures? • Business and Finance VP’s want them • They measure bookstore revenue • Endowment return • Establishes a starting point to measure improvements • Creates an atmosphere that fosters data-driven decision making • Generates savings to be used for unfunded deferred maintenance projects Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  5. Financial Performance • Labor and Materials • Utilities • Environmental Services Contract • Outside Services Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  6. How We Track Our Budget • Cost per Square Foot • Cost by Function Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  7. Labor Materials Outside Services Miscellaneous Labor Materials Outside Services Cost by Functional Areas Zone Energy Total Total Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  8. Housekeeping-Basic Housekeeping-Extra Grounds-Basic Grounds-Extra Waste Recycling Electric Chilled Water Water Sewer Natural Gas Cost by Functional Areas (continued) Environmental Services Contract Utilities Total Total Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  9. Buildings Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  10. Utilities Performance Measures • Electricity - Kilowatts/Square Foot Dollars/Square Foot • Gas - Therms/Square Foot Dollars/Square Foot • Water - Cubic Feet/Square Foot Dollars/Square/ Foot Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  11. How We Do It • Lotus or Excel Spreadsheet • Data entry totals only • Sort by highest monthly increase • Reports go to Facilities Managers for action Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  12. Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department. Results

  13. EFFICIENCY IMPROVEMENTTHROUGH PERFORMANCE MEASUREMENT Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  14. Physical Plant Labor Study Trouble Shoot Getting Parts 9.8% Paperwork 6.7% 3.7% Working Idle 30.1% 7.1% Talking 8.2% Travel 22.2% Breaks 9.9% Cleanup 2.3% May 1995 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  15. Physical Plant Labor Study Trouble Shoot Getting Parts Paperwork 8 people 6 people 3 people Idle Working 6 people 26 people Talking 7 people Travel 19 people Breaks 8 people Cleanup 2 people May 1995 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  16. Non-Productive Time Percentages 22% 9.9% 9.8% 8.2% 7.1% 6.7% 3.7% 2.3% Travel Breaks T.S. Talking Idle Get Parts Paperwork Cleanup Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  17. DIRECTOR Assistant Director for Operations Assistant Director Energy & Utilities Z o n e 1 Z o n e 2 Z o n e 3 H V A C P a i n t i n g P l u m b i n g C a r p e n t r y S u p p o r t S v c s E l e c t r i c a l Physical Plant-1995 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  18. DIRECTOR Energy and Utilities Academic Maint. Zone 1 Academic Maint. Zone 2 Housing Maint. Zone Auxiliary Maint. Zone Projects Physical Plant-1997 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  19. Paperwork Idle Getting Parts Talking 2% 6% 1% 1% Trouble Shoot 3% 1 Travel 18% Breaks Working 4% Physical Plant Labor Study Work Breakdown (May 1997) 65% Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  20. Indicators of Efficiency and Improvements • 109% improvement in productivity after reorganization in 1997, compared to 1995 • 63% reduction in service response time from 18.1 days in 1995 to 3 days in 2001 • 90% increase in average square feet maintained per employee, from 31,000 in 1989 to 67,000 in 2001 • Improvement in preventive maintenance work order completion, from 43% in 1995 to 96% in 2001 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  21. Indicators of Efficiency and Improvements • 98% customer satisfaction for fiscal year 2001; based on customer comment cards stating that service was good or great. • 44% reduction in sick leave used from fiscal year 1997 to 2001; capturing 2440 hours of additional work time. • Decrease in the academic building Facilities Condition Index (FCI) from 11.9% in 1993 to 3.1% in 2001. • 38% reduction in Overtime used from fiscal year 1997 to 2001. Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  22. Housing Facilities Monthly Work Order Count Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  23. Housing Work Orders Painting 0% Pm's Air Conditioning Trucking 5% 16% 25% Plumbing 12% Carpentry Electrical 27% 15% 8/19/00 to 9/15/00 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  24. Housing Carpentry Work Orders Miscellaneous Hurricane Toilet/Bathroom Leak Repair Repairs Prep/Recovery Repairs 6% 4% 11% 6% Door Repairs Tile Repair 16% 3% Windows/Blinds Shutter Repair Furniture Repair 23% 31% 8/19/00 to 9/15/00 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  25. Response Days 2.5 2 1.5 1 0.5 0 MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 MEDIAN Housing Facilities Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  26. Sign Shop Backlog Work Orders March 2001 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  27. Housing Elevator Problems Items down shaft 9 1 8 Shaking/Noise 1 1 7 Fire Service 6 1 Number of Incidents 2 4 5 Other 5 1 4 1 Vandalism 3 1 1 Doors 4 2 1 1 3 2 2 1 Stuck 1 1 1 0 Not Working Commons Pentland Pearson Rosborough Walsh Eaton McDonald Mahoney Building (08/19/2000 to 09/15/2000) Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  28. Completed Preventive Maintenance Work Orders Percent by Month by Zone 1997 1998 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  29. Completed Preventive Maintenance Work Orders Percent by Month by Zone 1999 2000 2001 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  30. Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department. Performance Indicators Customer Comment Cards

  31. 6000 5574 5000 4000 3339 3217 3134 3000 2000 1000 0 FY98 FY99 FY00 FY01 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department. Physical Plant - Sicktime Comparison Fiscal Years 98, 99, 00 and 01

  32. 6000 5054 5000 4000 3480 3360 3111 3000 2000 1000 0 FY98 FY99 FY00 FY01 Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department. Physical Plant - Overtime Comparison Fiscal Years 98, 99, 00 and 01

  33. Facilities Condition Index Based on the NACUBO/APPA concept Based on annual re-assessment of University Facilities Shared with the Board of Trustees and Deans Used by FP&C as a programming tool for renovations Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

  34. Physical Plant Performance Measures Facilities Condition Index (FCI) Labor Study Work Order Completion Rates Response Time Backlog Preventive Maintenance Completion Percentage Work Order Completion/Employee O&M Costs/Square Foot/Function Customer Satisfaction Overtime Costs Sick Time Usage Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

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