Facility Maintenance Outsourcing
A large national retailer was struggling with responsiveness, timeliness, job quality, and expense that they were experiencing with their current maintenance management company that was responsible for managing its over 7000 stores. The company desired to engage a new maintenance management firm to more effectively and efficiently manage is more than $45 million of annual maintenance management spend. The client’s internal sourcing team was responsible for identify and selecting a new maintenance management firm, but was concerned about how to best manage the transition for its large footprint of stores.
WR-Martin was engaged to provide project management, business process re-engineering, communications, and change management services related to the transition from their current management company to their new company. The project also involved working with the client and the new management firm to design and implement a self-service, web-based solution for creating, monitoring, and updating maintenance work requests and corresponding assets. The client desired that the store staff have the ability to create a work order from the store terminal that would then flow to either regional manager or corporate to be vetted and approved and then be transmitted to the management company for scheduling and dispatching. All of this would be done electronically through a web-based platform that was built on trade category, value, workflow, and organizational hierarchy. Once the work order had been created, the store staff could monitor the status of the order through their terminal to understand where it was in the process and communicate updates or ask questions about the job. The platform also enabled the stores to see all of the reactive and recurring jobs scheduled for their location through their dashboard and regional managers could see work and associated expenses related to the jobs being performed for their portfolio of stores. During the technology phase of the project, WR-Martin provided strategic application design direction based on industry best practices, managed requirements definition and documentation, and provided overall project management.
The national retailer saw improved quality and timeliness of maintenance services provided to the stores through its new maintenance management firm and was able to have visibility to the volume, nature and costs of the maintenance work at all levels of the operations organization. As a result of the improved maintenance services, customer satisfaction ratings improved; maintenance-related expenses were reduced; operational processes were streamlined; work order and invoice accuracy improved; and call center volumes were reduced. The web-based solution positions the company to better project and manage maintenance issues into the future.