building a maintenance solution leveraging sap...
TRANSCRIPT
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Fabio Biancolin, P. Eng.City of Toronto
Building a Maintenance Solution Leveraging SAP Mobility
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Toronto
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Toronto• Home to some of North America’s most
successful sports teams…
…and the Maple Leafs
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Toronto – Fun Facts• Largest city in Canada
• 4th largest city in North America• Population of 2.8 million (~ the same as Chicago)
• Ranked as the safest major city in North America
• Home to:• Tallest free-standing structure in the Western
Hemisphere – CN Tower
• The World’s best food market – St. Lawrence Market
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Largest municipal employer in Canada
– Over 33,000 full-time staff
Yearly operating budget over $10.5 billion CAD ($8 billion USD)
44 Divisions, each performing distinct functions
– Like 44 unique businesses!– Each Division fighting for a ‘slice of
the pie’
The City of Toronto
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A little bit about my team
Me • Manager, Business Process Solutions (BPS)• 17 years with Facilities Management
My Team• SAP functional analysts (PM and RE)• Focus on process improvement and strategic
application of technology• Business team, not IT!
Our Clients • Facilities Operations• Real Estate Services• Parks, Forestry and Recreation
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Facilities Operations
40,000 Work Requests per Year
80+Client GroupsServed
30+ MillionWork Order Costs Annually
50 50Mix of Internal & Contract Work
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2003 – Business identified a need for a new Work Management System
2006 – Went live with SAP Plant Maintenance (PM)
Success!!
A quick history...
✔ Proven, stable system✔ Excellent Integration (HR, $, MM)✔ Reduced duplicate data entry✔ One version of truth!
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2008 – Post Implementation Review by SAP• ‘Win’ was not as big as we hoped for
• Delivered a system but not a solution
So now what??
The hard truth...
✘ Few automated processes✘ Significant staff time savings (some)✘ Better work management processes (same)✘ Improved accountability
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Where do we go from here?
Assessment Vision Roadmap
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Guiding Principles
• SAP is the system of record
• SAP standard first, but only if it makes sense (TTM + ROI)
• Get creative – think outside of the box but inside the corporation!!
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Intake
So what did we do?
338-FRED Phone Call / Email Service Requests
Notifications, Work Orders, Purchasing, HR etc
338-FRED Online Service Request System
Guiding principles• Fast, easy!
Look to SAP standard first• No off-the-shelf solution
Answer: custom build• Leverage existing
tools/infrastructure..
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Focus on user experience
• Fast and easy!
Only 2 questions:
1. Where are you?
2. How can we help?
Internal and External clients
But how do we change client behaviour??
Online Service Request System
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Solution: advertising campaign
– Memos and broadcast messages
– Stickers in washrooms and by sinks, flyers on bulletin boards
– Same number/branding (338-FRED)
Result:
– 50% in calls!
– Saved ~200 person days / year
Getting the message out
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Work ExecutionIntake
So what did we do?
338-FRED Online Service Request System
338-FRED Phone Call / Email Service Requests
Notifications, Work Orders, Purchasing, HR etc
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External (Contracted) Work
Internal Work
Work Breakdown
• Paper based
• Delayed data entry
• Misplaced WOs
• Manually intensive
Internal vs. External Demand Work ($)
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Work ExecutionIntake
So what did we do?
338-FRED Online Service Request System
338-FRED Phone Call / Email Service Requests
Notifications, Work Orders, Purchasing, HR etc
SAP Work Manager (Mobile Work Orders)
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Why Go Mobile?
Sort Assignments
Assign Work/Service
Distribute Assignments
Print Work/Service
Request
Perform Work/Service
Create Work/Service
Request
Return to Office
Complete Paperwork
Collect Paperwork
Review Paperwork
Enter Data Into Application
File Paperwork
Paper Workflow
Mobile Workflow
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Mobile Work Orders Project scope
Key processes mobilized:
Work Order Management
Purchasing Credit Card Transactions
Asset Data Collection
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Mobile Work Order ManagementSupervisor Work Order Dispatch (iPad)
Custom-built functionality• Dispatch
• Search
• Assets
• Purchasing
Standard functionality• Work Orders
• Notifications
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Mobile Work Order Management
Clean up mess on floor
0020
PM01
D_CUST
Repaint south-facing wall
0030
PM01
D_PAINT
Supervisor Work Order Dispatch (iPad)
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Mobile Work Order Management
Choose how to dispatch• Internal: City staff
• External: External vendor
Supervisor Work Order Dispatch (iPad)
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Mobile Work Order ManagementSupervisor Work Order Dispatch (iPad)
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Mobile Work Order ManagementInternal Work Received & Started (iPhone)
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Mobile Work Order ManagementInternal Work Closeout (iPhone)
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Mobile Work Order Management
Choose how to dispatch• Internal: City staff
• External: External vendor
Supervisor Work Order Dispatch (iPad)
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Mobile Work Order ManagementSupervisor Work Order Dispatch (iPad)
Choose how to dispatch• Internal: City staff
• External: External vendor
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Mobile Work Order Management
Dispatching to a contractor automatically creates a Purchase Req
• Admin staff create Purchase Order from Purchase Req
• Purchase Order automatically sent to manager for review and approval
Admin
POPR
Supervisor Work Order Dispatch (iPad)
Manager
PO
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Mobile Purchasing
ABC INC.
John Smith
ABC Inc.
Releasing a Purchase Order (iPad)
• Fast & easy
• See only your purchase orders
• Release a PO with one touch
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Mobile Purchasing
John Smith
ABC Inc.
ABC INC.
ABC INC.
ABC INC.
ABC INC.
View an Invoice and Approve Payment (iPad)
ABC INC.
ABC INC.
ABC INC.
ABC INC.
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Mobile PurchasingView an Invoice and Approve Payment (iPad)
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Mobile PurchasingView an Invoice and Approve Payment (iPad)
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Mobile Purchasing
ABC INC.
ABC INC.
ABC INC.
ABC INC.
John Smith
ABC Inc.
View an Invoice and Approve Payment (iPad)
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Mobility Project Outcomes
Rolled out to all Supervisors, Managers, and Directors– ~200 total users with iPhones/iPads
All new processes are paperless
Up-to-date Work Order status
Standardized processes across the Division– Data is aligned for metrics for common reporting
Mobilized workforce – work any time, any place
Modern workplace – more attractive to new talent..
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• No visibility
• Manually-intensive processes
• Metrics data not captured
External (Contracted) Work
Internal Work
Work BreakdownInternal vs. External Demand Work ($)
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Work ExecutionIntake
So what did we do?
338-FRED Online Service Request System
338-FRED Phone Call / Email Service Requests
Notifications, Work Orders, Purchasing, HR etc
SAP Work Manager (Mobile Work Orders) Guiding principles
1. Has to be simple to use!2. Few clicks!3. Low administrative effort4. Applicable to all
contractors5. Should work on both
desktops and mobile devices
6. Direct 2-way integration with SAP
Contractor Status Update Portal
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Contractor Status Update Portal
Work Order Created in SAP
Work Order PDF’d or Printed, then emailed or faxed
Work Order Received (paper or email)
Admin Contractor
Previously, admin staff manually sent new work to contractors
PO not mandatory
Admin
Manually intensive No status updates
Dispatching Work to Contractors
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Contractor Status Update Portal
Work Order and Purchase Order Created in SAP
WO and PO sent automatically to Portal; Contractor notified by email
Work Order Viewed or Printed Online / mobile.
Admin Contractor
Now, contractors automatically receive new work via CSU
WO
PO
PO created w/ order Automatic dispatch Real-time status
Dispatching Work to Contractors
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Contractor Status Update Portal
Desktop Mobile
Focus on user experience• Must be intuitive and fast
Only 2 questions:1. When did you first arrive on
site? (response)
2. When did you complete the job? (resolve)
66% of status updates now entered directly by contractors!
Work Status Updates Directly from Contractors
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Real-time work order status visibility
Reduced administrative burden on staff– Saved ~200 person days per year!
Consistent data for metrics– Standardized data capture whether work is internal or external
Centralized dashboard for contractors– Single view - easier than tracking individual WOs / emails
Fully paperless processes
CSU Outcomes
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Reporting/MonitoringWork ExecutionIntake
So what did we do?
338-FRED Online Service Request System
338-FRED Phone Call / Email Service Requests
Notifications, Work Orders, Purchasing, HR etc
Contractor Status Update Portal
SAP Work Manager (Mobile Work Orders)
Automated Status Emails and Customer Satisfaction Survey
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Reporting/MonitoringWork ExecutionIntake
So what did we do?
338-FRED Online Service Request System
338-FRED Phone Call / Email Service Requests
Notifications, Work Orders, Purchasing, HR etc
Contractor Status Update Portal
SAP Work Manager (Mobile Work Orders)
Automated Status Emails and Customer Satisfaction Survey
Operational Data Warehouse
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Reporting/MonitoringWork ExecutionIntake
So what did we do?
338-FRED Online Service Request System
338-FRED Phone Call / Email Service Requests
Notifications, Work Orders, Purchasing, HR etc
Contractor Status Update Portal
SAP Work Manager (Mobile Work Orders)
SAP Business Intelligence
Automated Status Emails and Customer Satisfaction Survey
Operational Data Warehouse
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Some savings, but process improvements are big wins
✔ Business processes streamlined and standardized
✔ Key work steps automated and made online/mobile
✔ Better communication with customers
✔ Timely data collection from all sources (internal/external)
✔ Improved accountability through visibility..
After all this, how are we better off ?
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What’s next for us…
Preventive Maintenance
Asset Data Collection
Business Intelligence Expansion
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Where do we go from here?
Assessment Vision Roadmap
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