PRSM 2012 Best Practices - (Page 97)

ENSuriNg ThE ACCurACy OF wEB-BASEd MAiNTENANCE rEQuESTS AUTHOR lynne cooley, Product Manager COMPANY big sky technologies, inc. chAllenge: A common problem with the creation of service requests by retail store managers via web-based tools is that the resulting request is often not accurate or complete. A large national retailer was using a simple web form to capture service requests, resulting in the need for follow-up communication to gather additional information or for multiple vendor trips to resolve the issue. These additional steps resulted in an increase in the time and cost needed to resolve the problem. The challenge is to create a method for store managers to submit complete and detailed service requests over the web that already include all the information necessary to resolve the problem. best PrActice: Our company worked with its retail client to understand the diverse requests for maintenance at the store level; defining the various types, trades and issues that were common across the multiple retail stores. Detailed troubleshooting guides were then developed to automatically launch when the store manager created a service request. The troubleshooting guide walks the store manager systematically through the process of capturing all the required service information based on the type of request being submitted. The store manager answers a set of questions using multiple-choice options. Visual and audio instructions are included to assist the store manager through the process. In some cases, free form entry is also required (for example, entering the serial number of a POS terminal). The priority for the request is automatically determined based on the store manager’s responses. When all the information is captured in the troubleshooting guide, the service request is submitted with the required fields automatically populated. When applicable, the troubleshooting guide provides information and detailed instructions to enable the store manager to solve the problem or minimize the impact until a maintenance provider arrives. For example, a detailed, visual step-by-step process within the troubleshooting guide walks the store manager through the procedure to reset a circuit breaker or turn off a valve. The troubleshooting guide also provides safety and in-store training opportunities for the store managers. For instance, if a store manager has a problem with a piece of equipment in the store, a video is launched to demonstrate the correct safety protocols to follow while collecting the required service request information. Identifying and implementing the appropriate categories of service requests, and determining the information required to ensure efficient resolution of the request, needs to be done in conjunction with the specific end user and the contractors or vendors who will be addressing the issue. The troubleshooting guide procedures may be different if a help desk/call center is referencing the guide while on the phone with the store manager versus the store manager going through the guide directly. Similarly, the specific questions and videos need to be directed toward the audience; store ops, merchandising, purchasing, IT, etc. Final reviews of the step-by-step procedures in the troubleshooting guide prior to roll-out will ensure a simple transition for the retailer and the contractor/vendors. 2012 Best Practices | 97

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