Increasing Customer Service Through Better Work Requests

1. Increasing Customer Service Through Better Work Requests More Automation, More Information, More Planning

2. About CCSD • Nation’s 5th Largest School District • ISO Certified Since 2005 • Over 36 Million Sq Ft of Building Space • Responsible for 8,000 Sq Miles of Coverage • Over 400 Facilities to Maintain • Over 110,000 Work Orders/Year • 1,400 Maximo Users • Using Maximo Since 2006 • Dedicated to Continual Improvement

3. Some Reasons For Using an OnlineWork Request Application • Service Requests Required Research and Validation (Many Eyes Required for Each SR) • Customers Could Not Always Provide Accurate Information Regarding Required Maintenance • Customers Confused by Separate SR Numbers • Difficult for Customers to Check Status

4. Some Reasons For Using an OnlineWork Request Application • Bottlenecks due to Routing Determinations • Confusion/Delays with Priority Considerations • Delays due to Supervisory-Level Routing • Budget Cuts – Doing More with Less Personnel • Ensuring all Necessary Info on Each Work Order for Planning and Work Performance • Enables Planning for Tools/Equipment, Trades, Skill Level etc. • Improves Performance by Providing all Information to Technician

5. Some of our Goals • More Automation • More Information • More Planning • Less Time Spent Investigating/Routing Requests • Eliminate Bottlenecks due to Required Decisions • Decrease Backlog due to Work Priority Abuse • Provide More Information to the Techs in the Field • Extra Benefits: Customers Spend less Time Requesting • Staff Spend less Time Researching • Requests get to Technicians Quicker

6. Quick Look at (Old) SR Creation • SRs Needed: • Validation and Work Order Creation • Work Type and Priority Decisions • Routing Decisions • Call to Requester for More Details or Clarification • Assignment to Shop Supervisor by a Dispatcher or Coordinator • Requester calls to Maintenance for Status of Work Order

7. Our (Old) SR Creation Screen • Limitations Forced us to use Links to Instructional Web Pages. • Allowed Requester to Place a Priority on Request • User Often Skipped Critical Check Boxes.

8. Service Request Shortcomings • No Asset Number, Make/Model or Serial Number • Wrong Priority (Life and Safety Issues Reported too Often) • No Details to Allow for Planning • Checkboxes for Routing Left Blank • Contacting Representative for Urgent Work Orders Forgotten

9. Our Processes When Using Service Requests • Required Queuing to Become a Work Order • Work Order Critical Fields had to be Filled • Work Type, Priority, Vandalism, Special A/C Request, External Inspection, Special Needs… • WO Required Review for Routing Decision(s) • Often Required Work Flow Stoppage for Further Investigation • End Results too many Invalid Requests: • Invalid Asset, Need Details, Corrections (Readability), Duplicated Requests, Wrong Locations…

10. Work Request With SuiteReq • User Prompted to Provide Information Pertaining to Selected Repair • Asset Table Allows Selection of Requestor’s Assets • Selected Answers Route Work Order Directly to Where it Needs to go • Priority and Work Type is Determined by Selected Answers • Required Fields Ensures Vital Details are Included

11. Security Handled Through Maximo Same Security Rights and Log-in as Maximo

12. Application Configuration • Build Categories • Build Questions • Define Maximo Fields to be Auto Filled • Supplied Answers and Default Answers • Multiple Choice, Yes or No and Free Text • Follow-Up Questions • Can Have Multiple Sites with Separate Q & A’s

13. Questions for Every Category Important Answers for Every Request Prompts User to Choose Correct Location of Repair

14. Quick Request Process With Added Automation Create Categories That Contain Descriptions of the Services Needed, Without the Customer Having to Enter Free Text

15. Each “Click” Serves a Purpose • Use Auto fill Capability to Assist in Your Workflow Process • Use Customer’s Selections to Decide Priority, Work Type, Routing and Shop or Technician

16. Required and Non-Required Fields • Details May Help in Some Cases • Make Fields Required if They Contain Information That is Critical to the Process and Typically Hard to Collect Example Of Old Service Request: “EMERGENCY, LEAK IN BOY’S RESTROOM” With Suite Req: “CLOGGED TOILET(S)…STUFFED WITH PAPER TOWELS…” Questions Answered in a few Clicks– No Pipes Broken, Water Not Shut Off, Vandalism Report Needs to be Generated, Toilet(s) are Clogged, It is Urgent but not an Emergency, Which Supervisor to Notify and What Tool(s) are Needed.

17. Customer Can See WO They are Creating Warns of PossibleDuplicates Even Without Asset Number

18. Immediate WO CreationAbility to Recreate or Start New

19. Finished Work Order From SuiteReq

20. Easy Status and Detail Checks Links Directly to the Work Order in Maximo

21. Surveys from our Customers …very good easy to use …it seemed to be easy to use “I felt it was easy to use and even when I wasn't sure I chose the right type of problem, like plumbing, etc., when I went to the next page I could tell it was the wrong thing. So far I am very happy with it”.

22. Some Final Considerations • Requires Requester License • Pre-planning is a Must: • Create a Matrix of Answers you Need and Build Questions to get those Answers • Meet with Craft Groups and Key Customers • Requires a Training Plan • We Offered: • Face to face Training (in our Training Lab) • Online Training • 1-2-3 Step Training Document

23. Thank You for Attending Thanks to AMUG for the Invitation Thanks to IBM for Pulse 2012 and their Continued Support

24. Comments or Questions? Increasing Customer Service Through Better Work Requests More Automation, More Information, More Planning