There are a number of FM models that exist for managing the FM of multiple sites. To determine the model which best suits your organisation, you will first need to identify both the expertise and the constraints within your business. This should identify to what extent you can perform the activity in house or whether it would best suit your needs to outsource some or all of the FM activity. Once you have identified the best model you then just need a tool to bring it all together.
To aid you in your choice the following will help to determine which FM model is best suited to your organisation:
- In House delivery – with or without internal helpdesk and internal technicians
This is typically best suited for smaller enterprises with small sites and low volumes of activity per site. If internal technicians are employed they will create relationships and a good understanding of local requirements along with the specifics of the sites they deal with. Using internal resource however requires substantial amounts of training and smaller organisations may not have enough activity to require full time technicians.
A centralised internal helpdesk can provide a good level of customer service to the sites and ensure a unified way of recording faults and raising reactive jobs. This is often preferable when sites do not have the IT infrastructure required to directly access a CAFM system and therefore will call the helpdesk to raise jobs. With access to the internet however, the sites could raise their own jobs directly which negates the need for help desk resource and gives more ownership to the site personnel.
- Partial in House Delivery – with external helpdesk and internal technicians
This is typically best suited for high volume activity which can justify employing internal technicians, but resource and environment do not lend themselves to hosting an internal helpdesk. An external helpdesk provider can then be employed to take and log the calls from sites and schedule the works of the technicians using the CAFM systems.
- Total Outsource – With external helpdesk and external contractors
This is typically best suited to larger organisations where sites are either too small or are geographically disparate, meaning internal technicians would not be an efficient delivery method.
- Partial Outsource – With internal helpdesk and external contractors
This is best suited to small to medium sized organisations, where the volume is big enough to warrant a helpdesk, but the structure is not built to support a mobile workforce.
- Partial Outsource – With no helpdesk, central administration and external contractors
This is typically best suited to small to medium organisations, where responsibility for the maintenance is decentralised, and there is the requirement to give the sites the ability to manage their own works.
These are the five main models used today, albeit some organisations may have slight variations. Key to all models used however is visibility to all, control and flexibility of workflow.
With a system that has multiple web enabled platforms for different user types (application, portal, mobile application etc.) and a high level of granularity of permissions to what users can access/what sites can be accessed, the Ostara system is a solid platform to enable the support of all these models.
Different user groups can be provided with the functionality which supports an almost unlimited level of flexibility irrespective of the model chosen. Functionality by user group is listed below:
- End Users
- Use of a web portal to allow end users the ability to raise and chase their own works
- Simple front end ‘wizard’ for work order creation following logical steps to gather all the information required
- Automations to remove the need for human intervention
- Automatic assignment to resources based on rules such as discipline or region
- Emails triggered on assignment to notify resources of work and immediate presentation via the contractor web portal
- Automatic acceptance for works such as PPM’s or even on reactive jobs for those trusted resources
- Ability for end users to ‘verify’ works completed x days after a visit to provide feedback/follow up on works carried out.
- Messaging between end users and internal technicians/external contractor
- Internal Technicians
- Web portal
- Handheld (Mobile application) for Android, iOS and Windows
- Works Scheduling
- Manager > Technician hierarchy
- Job administration (ability to ‘give out’ and/or ‘take on’ additional works from pools of jobs)
- External Contractors
- Web Portal
- Handheld (mobile application) for Android, iOS and windows
- QR Code scanning for attendance tracking/arrival on site confirmation
- Map directions to site
- Upload of certificates
- Upload of invoices
- Provision of ETA’s
- Use of helpdesk for raising and chasing works
- Centralised single point of contact for all enquiries
- Helpdesk module that tracks call in/call out activities
- Helpdesk dashboards to track operational activities
- Helpdesk for value-added tasks such as expediting jobs
- Out of hours helpdesk to cover any maintenance/facilities team outside of office hours
- Revenue and capital budgets
- Real time accruals
- Average order values
- Unapproved invoice process
- Warranty management
- Bespoke authorisation process