Case Study: Johnson Controls Drives Global Continuous Improvement and Customer Satisfaction

1. Case
Study
Johnson Controls Drives Global Continuous
Improvement and Customer Satisfaction
> industry
Facilities Management
“Upper management can look at top-level measures while service delivery, HR, safety, finance, and
customer satisfaction managers can drill into the details.” > company size
— David J. Mercier, Global Director of Continuous Improvement at Global WorkPlace Solutions, Over $32 billion in revenues, to
more than 200 million vehicles,
Building Efficiency Division of Johnson Controls
12 million homes and one million
commercial buildings.
The Benchmarking were also paramount, since GWS needed
> Challenge
• More than 500 measures
Challenge a performance management solution that
would be up and running on site within as
across 33 contracts made
it impossible to benchmark per-
With over 300 customer locations around little as 30 days of securing a contract.
formance and compare regions
the world and more than 500 contractually-
Lacking broadly-accepted, widely-understood to identify Best Practices
required service delivery measures in the US
service delivery measures, it was impossible • Data gathering was time-
alone, the Global WorkPlace Solutions (GWS)
for GWS to compare site and account team consuming and inefficient
unit of Johnson Controls’ Building Efficiency
performance, identify business best practices • Excel and PowerPoint slides
Division faced the daunting task of tracking
and demonstrate hard statistics to customers were difficult to modify, unify
the performance of all its account teams.
how they are performing, how they can and scale
The mission for GWS Global Continuous
improve, and demonstrate to prospects why
Improvement includes setting benchmark
they should hire Johnson Controls. > solution
standards based on best practices, using
As customer negotiations often produced Global Performance Scorecard
performance scorecarding to compare sites
unique metrics regarding people, safety, using Actuate Performancesoft
to drive continuous improvement, knowledge
service, customer satisfaction and financials, Views for strategic, operational
management and customer satisfaction.
there was no single place to review metrics performance management
Without a centralized database to draw
across functional areas. The ad hoc nature of
from—a contractual requirement—GWS’s > benefits
responding to customer requests for one-off
need to pull data from its own databases (as • Global customer performance
measures made benchmarking increasingly
well as from customer databases) into a tool scorecards
difficult and subjective.
that could share information securely with • Performance metrics viewable
account teams and customers over the web in a single place
became imperative. Speed and flexibility • Best practices, greater ef-
ficiency produced $500,000 ROI
in one year

2. Case Study: Johnson Controls
The Scorecard • Configure database changes quickly, without
Solution need for IT
• Speed and time to deployment
In 2006, GWS concluded it needed a web-
In January 2007, GWS purchased Actuate’s
based, customer-facing tool for displaying
Performancesoft Views, engaged Actuate
benchmark comparisons and demonstrating
Professional Services to consult and guide
business best practices. They spent six
the implementation, and in less than 90 days
months in an evaluation process, thoroughly
went live with a full North American rollout
defining, dissecting, analyzing and
in April 2007.
discussing what benchmarks they needed to
accomplish their goals.
Benefits
The primary functions of the Global
With the Global Performance Scorecard
Performance Scorecard System (GPSS) are to:
System (GPSS), GWS has achieved excellence
1. Standardize customer-facing, contractually- in several key areas.
required performance measures
2. Replace one-off slide decks in operations Performance Scorecard
reviews With intuitive green/yellow/red indicators,
3. Use scorecard to gather data that is then the performance scorecard helps focus
used to define business best practices and immediate attention on what needs to be
hold best practice sharing workshops fixed, providing drill-to-detail features that
enable managers to not only determine
Once the global team, which consisted
which measures need attention, but provide
of corporate Vice Presidents for GWS and
insight to more granular details that impact
regional Vice Presidents, agreed on the
performance. “Upper management can look
service delivery measures and a systematic
at top-level measures while service delivery,
discussion of defined business processes and
HR, safety, finance, and customer satisfaction
requirements, they set about to choose their
managers can drill into the details,” explains
software tool. The key criteria included the
David Mercier.
following:
For the first time, GWS can now compare
1. Intuitive, customer-facing tool
accounts and regions worldwide to
2. Rapid, easy configuration with beginner IT
recognize and reward performance,
skills
as well as identify accounts that need
3. Flexibility to make modifications in a narrow
mentoring and attention. “The ability is view
timeframe
performance metrics worldwide, in a single
4. At-a-glance view of performance metrics
place is phenomenal,” states Mercier.
across functional areas (e.g., finance, HR,
safety, etc.) Continuous Improvement
GWS evaluated four vendors, and ultimately A cornerstone of the GPSS is the Business
chose Actuate’s Performancesoft Views, for Best Practices (BBP) benchmarking initiative.
the following reasons: GWS can track account performance,
identifying both best-in-class performers and
• Briefing book format
opportunity-for-improvement performers on
• View and compare performance of regions
a particular measure. They can then facilitate
and accounts
BBP workshops, providing an opportunity
• Ability to present data from disparate
for improved knowledge transfer. “Executives
systems in single view
who are delivering the best performance
• Distribute performance information securely,
meet with those who need to improve,”
in an intuitive format 2
says Mercier. A critical component to the
• Ability to enter data in many ways
acceptance and success of the workshops is

3. Case Study: Johnson Controls
that “they can sit with peers--not somebody Tips and Lessons
from corporate--and learn how to solve
problems,” adds Mercier.
Learned
This journey to a global performance
GWS follows up on the BBP workshops
scorecard helped GWS uncover underlying
after four months, and the program has
data integrity issues which may never have
consistently achieved statistically significant
been questioned or discovered otherwise.
improvement on the measures by those
Identifying a measure is not the same as
who attend, helping to further the goal
agreeing on how it should be measured
of continuous improvement. These Best-
or even what it means. And the key to
in-Class practices save both GWS and
success has been to identify processes and
its customers money through increased
business rules up front. Johnson Controls
productivity, continuous improvement and
aims to make its index the industry-leading
best business practice sharing.
measurement of service performance, and it
Customer Satisfaction looks like it is well on its way.
Driving customer satisfaction is a critical About Johnson
goal of the GPSS. In its first year, GWS saw
customer renewals and new contracts
Controls
accept 70% of GWS-recommended customer Johnson Controls is the global leader
measures—up from 0% before—with some that brings ingenuity to the places where
new contracts accepting 100% of GWS people live, work and travel. By integrating
measures. “Global customer scorecards technologies, products and services, we
provide a competitive advantage to Johnson create smart environments that redefine
Controls,” says Mercier, and will set the the relationships between people and
stage for global benchmarking of accounts their surroundings. Our team of 140,000
by industry, by service type on standard employees creates a more comfortable, safe
measures. and sustainable world through our products
and services for more than 200 million
Operational Efficiency and ROI vehicles, 12 million homes and one million
Through rigorous examination, definition commercial buildings. Our commitment
and analysis of service delivery measures to sustainability drives our environmental
required in its contracts, GWS has improved stewardship, good corporate citizenship
its operating margins by eliminating in our workplaces and communities, and
redundant measures at contract renewal, the products and services we provide to
while also reducing the number of measures customers. For additional information, please
it needs to track. Defining control parameters visit http://www.johnsoncontrols.com/.
has also improved overtime management at
With over $3 billion in revenue, Johnson
multiple sites, and—most importantly--the
Controls Global WorkPlace Solutions
Actuate Performancesoft Views interface
provides a single source for real estate
helps managers focus quickly on what needs
portfolio management, design and project
to be fixed. These measures helped GWS
management, strategic consulting, energy
realize $500,000 in return on investment in
and facilities management services. It
North America in its first full year using Views
currently manages over one billion square
as the performance scorecard.
3

4. Case Study: Johnson Controls
feet of corporate real estate for some of the
world’s leading companies.
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