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Maintenance in the future

Maintenance in the future. James Tickell. January 2007. By 2057 …. Homes will maintain themselves Nano sensors will detect impending component failure Nanobots will maintain (self-cleaning) materials Robots will replace larger items. If it’s Microsoft …. If it’s Apple Mac ….

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Maintenance in the future

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  1. Maintenance in the future James Tickell January 2007

  2. By 2057 … • Homes will maintain themselves • Nano sensors will detect impending component failure • Nanobots will maintain (self-cleaning) materials • Robots will replace larger items

  3. If it’s Microsoft …

  4. If it’s Apple Mac …

  5. Back to 2007: Milestone for housing • New framework (English Communities) • Commercial sector competition • Sector mergers and consolidation • Customer and business pressures • Regulation and inspection

  6. Unique pressures? • On costs, efficiency, performance • Has it always been like this? • This time it feels different • Sector is changing fast

  7. The new environment • Hard-edged • No favours • Utility-style approach • Level playing field with private sector but could offer … • New freedom to HAs as independent social businesses

  8. So - What will be different? and How will it affect maintenance?

  9. A successful housing association in 2012 …

  10. Size and success • May be very large – 100,000 homes • But .. .issues of spread and control • Capacity more important than size • Excellence and performance the key • Strategic (sub) regional presence

  11. Developing • Investment partnering • The Magic Circle is shrinking • The strategic growth areas • Out-developing the developers? • Land-banking to stay in the game • Development without SHG • Commercial competition – new relationships • Innovation for success

  12. Range of activity • HAs will be more diverse and differentiated • Social housing • Market renting • Facilities management • PFI and similar contracts • Neighbourhood focus • Social investment – employment, health, education, crime etc

  13. Property maintenance for success • Integrated with asset management • Not just housing • Ruthless focus on performance and cost • Partnerships and outsourcing • Services to owner occupiers?

  14. Maintenance at the heart? • The key customer service • Weak maintenance = falling asset values • Influence on development vital • Today’s Modern Methods of Construction • Tomorrow’s Bison Wallframe? • Major cost centre • Core business

  15. Workforce issues

  16. Workforce issues for maintenance • Shrinking skills base • Customer focus not always linked with technical and building skills • Olympic construction boom • East European immigration • Creating employment for tenants through maintenance and construction

  17. The workplace • Organisational culture • Leadership and governance • Investment in people • Diversity • Performance focus • Customer focus

  18. Customer issues

  19. Demography and customers • Aging population • More people with high dependence • The rising cost of care • Social inequality growing • Deprivation more intense • Re-emergence of extreme poverty in old age?

  20. Relationship with customers • Re-engineered, reinvented • Individual relationships with individuals • Customer empowerment • Understanding customer needs • Providing ‘deep support’ • Offering real choice • The ‘Gold Standard’ experiment • Responsibilities as well as rights

  21. Customers: “moments of truth” • First contact • When the builder calls • Two chances to get it right(first time, every time) • Nothing else matters much

  22. Involvement and participation • NHF Tenant Involvement Commission • Real influence over services • Choice of contractors, service levels • New mechanisms • Scrutiny panels • Consumer techniques

  23. Systems and technology

  24. Integrated systems • Systems technology • Web access • The technology of care • The technology of construction(Never mind Tomorrow’s World …)

  25. IT for housing • Sector not well-served • Need to integrate • Finance • Customer relationship management • Customer interface • Property / asset records • Performance and management measurement • Project management • Supplier systems

  26. Good systems enable good processes • Systems thinking, Lean thinking • “Factor Four” • Process re-engineering • (Not to mention Best Value, Continuous Improvement, efficiency gains and more) • Maintenance a key area

  27. Procurement and purchasing

  28. Procurement for success • New focus on procurement • Consortia and partnerships • Joint ventures • Driving down costs

  29. The contract culture • The VAT problem • Direct Labour Organisations? • Outsourcing and contracting • Joint ventures and partnering • ALMOs and local authorities • The private sector

  30. Success in 2012

  31. The successful housing association • Exceptional leadership • Strategic presence • Clearly ahead of the competition • Good human capacity • Good financial capacity • World class support systems • Truly customer focused

  32. Maintenance tomorrow • Vital to success • Performance and cost: relentless pressure • Needs seat at top table • Fun to work in • Systems that really work • Focused on customers

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