PRSM 2012 Best Practices - (Page 100)

LEvErAgiNg ExiSTiNg TEChNOLOgiES TO PrOvidE uPdATEd PrOCESS iMPrOvEMENTS AUTHOR Ali Johnson, senior Manager COMPANY gap inc. chAllenge: The Client Services Center at Gap Inc. is the nerve center that acts as a communications conduit between our customers the stores and our network of vendors and suppliers. When we were challenged to think differently about how we can better serve our customers, we looked back into what had worked in the past to bring customers closer to our service providers. best PrActice: We were reintroduced to our CMMS provider’s “Store to Expert “ (S2E) call routing as we were exploring call volumes and looking for ways to reduce the number of touches triggered by store requests to optimize on site or resolution status of open work orders. The S2E solution works as follows: 1. 2. 3. 4. The store calls into the call queue for support and selects the appropriate trade. The store is prompted to verify their store location via the touchpad. The store is prompted again to determine if this is a new or existing problem. Based on a new problem response, the S2E system auto generates a work order “stump” and routes the store caller to the vendor’s support center. The work order stump is an important step in Gap Inc.’s process due to SOX compliance audits as it documents that someone inside Gap Inc. is initiating the work request. Basic store information is auto populated in the “stump“ details. The vendor agent who picks up the call reviews the store information with the caller to make sure they have the correct location and are creating a request for the appropriate store. The vendor’s agent is able to speak directly to the store manager therefore cutting out the need for Gap Inc. to create the dispatch work order and for the vendor to call the store back to verify the scope, assess the priority and provide an update as to when the technician can be onsite. Additionally, the vendor’s agent can frequently provide timely troubleshooting that could save the store money and reduce the severity of the issue as a result the vendor agent being a trade subject matter expert. The customer’s need is better assessed and next steps are better informed as a result of this direct store to vendor dialog! Just to clarify, only new requests route to the vendor. Requests for status on an existing work order are routed to the Gap Inc. Support Center where we can provide the store manager the most up to date status of the work request in real time and coach them to use the online tool or dashboard to be able to find this information on their own for future reference. VeriFicAtion oF eFFiciency And sAVings cAPtured: The S2E process has allowed Gap Inc. to reduce the number of calls into our Support Center and better yet has cut out the middle man when triaging some emergency situations. We leveraged this practice from tried and true CMMS capabilities that were not new, just revitalized and it more than met our needs! • Reduced call volume by 24% of inbound HVAC emergency issues. • Increased customer satisfaction by putting the vendor in touch with the store as they were calling in the issue to allow for ease of scheduling and detailed troubleshooting questions • Increased the opportunity to troubleshoot and down grade severities to better align with cost controls and store scheduling. By having the vendor perform troubleshooting or to have them provide ways to mitigate the issue (i.e. override the thermostat, turn off the unit, etc.) the stores could close and feel confident that the issue was under control and were able to schedule appropriately when they were staffed and able to accommodate the technician. 100 | 2012 Best Practices

Table of Contents for the Digital Edition of PRSM 2012 Best Practices

Conducting Multi-Site Paving Improvements to Ensure Continuity
Conducting Multi-Site Paving Improvements to Ensure Continuity
Exterior Rebranding
Exterior Rebranding
Getting the Most Value Out of Roof Management
Getting the Most Value Out of Roof Management
Pervious Concrete Pavement Solves Drainage Challenge
Pervious Concrete Pavement Solves Drainage Challenge
Pervious Pavement: Concrete Solutions to Driveway Stormwater Drainage and Sustainability Problems
Pervious Pavement: Concrete Solutions to Driveway Stormwater Drainage and Sustainability Problems
Applying Bipolar Ionization to Improve Indoor Air Quality and Save Energy
Determining Responsibility for Ceiling Leaks
HVAC Maintenance and Repairs Quote Review
Managing HVAC Energy Usage Without Installing an Energy Management System
Solving HVAC Issues on Landlord Operated Systems
Creating a Standardized Cleaning Chemical Program
Floor Replacement Planning and Execution
Improving Pest Control Monitoring to Maintain Store Cleanliness
Streamlining Store Cleaning Through Internal Benchmarking
LED Conversion Bolsters Ambiance, Bottom Line and Environment.
LED Gas Canopy Lighting Upgrade
Lighting Maintenance
Retrofitting Signage with LED Technology
Performing Basic Troubleshooting to Save Money
Implementing Repair Audits to Ensure Customer Safety
Improving Quality, Cost and Schedule Through Safety Education
Managing Extended Power Outages Through Emergency Response
Managing Risk Through Slip Resistance Testing
Creating Energy Teams to Pursue Opportunities
Formulating Green Solutions
Making Data Centers LEED Compliant
Outfitting Facilities with an Eye on ENERGY STAR Certification
Recycling Cooling Water From Air Conditioning Systems for Toilet and Landscaping Use
Sustainability-How the Facilities Team Can Contribute
Driving Down Waste Expense
Reducing Trash and Recycling Expense for Retail Locations
Transferring Compactor Maintenance to a Service Vendor
Waste Service Efficiency and Compliance
Waste Evaluation and Right Sizing to Reduce Cost
Asset and Service Warranty Tracking and Management: More Fully Realizing the Value of Budget Expenditures
Conducting an Organized Meeting
Proactive Maintenance Scheduling and Delivery
Repair Reductions by Participating in Design and Construction Table
Streamlining the Store Closing Process
Achieving Process Improvement Through Onsite Assessment of KPIs
Forecasting a Maintenance and Repair Budget
How to Calculate Return on Investment
Tracking Finances for Facilities
Centralizing Vendor Training and Management
Creating a Service Vendor Call Center to Save End Users’ Money
Answering a Call Status Challenge with an IVR Solution
Communicating Product Recalls Using a CMMS-Inspired Module
Doing More with Less and Saving Money in the Process
Ensuring the Accuracy of Web-Based Maintenance Requests
Establishing an End to End Procure-to-Pay Process
Leveraging Existing Technologies to Provide Updated Process Improvements
Quality Management of Bundled Periodic Services
Reduced Dashboard Time at Supply Houses
Parking Lot Management
Creating Best-In-Class Snow and Ice Management White Paper
Energy Savings/HVAC Air Filter Bypass
Managing a Retail Lighting Retrofit Project – Bright Ways to Improve Your Lighting and Your Bottom Line!
Managing Energy Usage with Interval Meter Calibration
Navigating the Department of Energy’s Higher Efficiency Regulations
Supplier Insights into Competitive Sourcing White Paper
Testing HVAC System Options to Reduce Costs and Labor
Understanding Retail Facilities Sourcing White Paper
Glossary of Acronyms and Terms

PRSM 2012 Best Practices