Sun World Bana Hills, Vienam Part 2 (越南 巴拿山太陽世界 下集).ppsx
Driving Strategic Transformation with Maximo at Sydney Airport
1. Graeme Sharp
CEO Asia/Pacific, BPD Zenith
Driving Strategic
Transformation with
Maximo
Sydney Airport’s experience in taking Maximo to a key
driver for asset, process and contractor performance
and strategic decision making.
3 October 2016 v8
2. Agenda
• The situation in 2012
• What we’ve achieved so far
• Integrated managed FM business solution
• What’s next for Sydney Airport?
3. Sydney (Kingsford Smith) Airport
Operating out of Sydney, Australia, this is the
world's oldest international airport.
• Australia’s busiest airport
• Three passenger terminals
• Seven cargo terminals controlled by five
cargo terminal operators
• Revenues of AUS$1.2B
4. Key Outcomes
>50% reduction in Aerobridges
breakdowns
>18% reduction in HVAC breakdowns
Reduction in Operational Delays
Reduction of PM Backlog
Reduction in Costs
Increases in Passenger Satisfaction
5. The Situation in 2012
In the early 2000’s, Sydney Airport had
consolidated its maintenance under one
single ‘management’ provider:
• Responsible for directly delivering
services, managing sub-contractors and
data management
• Provider had deep experience in FM but
not with the specialised assets of the
Airport
• Reduced of focus on asset condition
• A refocus on asset improvement was
required by contract end
6. New Approach
Sydney Airport recognised the need to invest in
its assets and retain ownership and knowledge
of them.
• A strategic review process recommended a
number of changes:
• Direct engagement of specialist contractors to
deliver services
• Establishment of a small internal team for
assets and service contracts
• A program of investment to improve asset
standards
• Requirement to implement an Integrated
managed FM business solution to drive
efficiency and provide financial and service
insights
7. Challenges with the Incumbent
System
The reasons for change:
1. Business
2. Human
3. Technology
Business
Goals
Human
Challenges
Technology
Enablers
8. Business
The system had become challenged in
meeting the evolving needs of the business:
No formalised frameworks for managing the
performance of assets, contractors or
processes
Financial information was not available at
the asset level
Reporting and analysis were inadequate
Data integrity represented a significant
challenge:
Asset data was inconsistent in its
availability, completeness and structure
Data was poorly structured
9. Human
Processes were largely manual and not well
defined or documented:
Service requests created directly into the
Works Management System (using Maximo)
Non-FM calls variously handled or redirected
A service request resulted in manually
assigning a work order
Manual paper-based work order processing
People had stopped utilising the system as it's
organic growth had left it difficult to use:
Generations of users
Workflow not being used
The systems had become “full of S#!T data”
10. Technology
Responsibilities for the systems were unclear:
Multiple parties shared responsibility for;
- The provision and operation of the FM
systems
- Operational support
- Performance management and
continual improvement
There was a lack of co-ordinated Continual
Improvement of the systems and processes:
• On-going development of Maximo had
been minimal
• Small system changes had been ad-hoc
11. What's Been Achieved
• Increases in Asset Availability:
• >50% reduction in Aerobridges breakdowns pa
• >18% reduction in HVAC breakdowns
• Increases in Responsiveness of FM Service
Contractors
• As a result of more accurate and timely reporting
• Reduction in Operational Delays
• Increases in Passenger Satisfaction
• Reduction of Preventative Maintenance Backlog
• Improved Data Integrity and Process Efficiency:
• Expanded usage of solution
• Greater reliance of Information Based
management
• Reduction in costs
• Timely and accurate information helps provide
insights and inform Strategic Decision Making
12. Solution Objectives
A new set of FM Business System objectives
were developed as part of a market tender:
1. Full Ownership and accountability for the
solution
2. Data integrity and accuracy
3. Build the asset knowledge
4. Flexible for future changes – agile design
5. Performance management – support the
management of contractors and assets
6. Insightful reporting and analytics to help the
team make better decisions
7. Access to best practice and provide industry
wide feedback on what can be done better
Evaluate Automate Optimise
13. Contractor
support
Finding the Business Solution
CallHandling
ITSystems
FMOps
Support
Other
Stakeholders
End-to-End Accountability
Sydney Airport conducted a market tender
involving a range of system providers.
unitiFM was awarded the work
Played an active role in developing the
business process that would define the
‘solution’
The initial project included:
Developing and documenting work
processes
Helping to refine maintenance programs
Developing data structures, naming
conventions and workflows
24/7 Call Handling service
New instance of Maximo was configured
14. ServiceArea&UserBase
System Expansion
unitiFM’s expertise has been utilised across a
range of core (Mx based) and related areas:
Service Areas were prioritised and
grouped into implementation phases
Robust consultation, on the job training
and support ensured a smooth transition
Differing Service Areas were aligned and
implemented consistently
Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8
• HVAC
• Aerobridges
• Fire
• Lifts
• General Building
• Non-FM Services
• HVAC
• Aerobridges
• Fire
• Lifts
• General Building
• HVAC
• Aerobridges
• Fire
• Lifts
• General Building
• Aeronautical Ground Lighting
• Car 2
• High Voltage
• Water Treatment Plant
• SCADA
• Aeronautical Ground Lighting
• Car 2
• High Voltage
• Water Treatment Plant
• SCADA
• Grounds Maintenance
• Project Compliance
• Property Services
• Terminal Presentation
15. On-going Management
unitiFM provide a range of ongoing services:
Staff imbedded in the team:
• Work Co-ordination
• Data Quality Control
• Systems Administration
Call Centre service
• 24/7 team with supporting, integrated systems
System hosting (via MaxiCloud)
Full ownership and accountability
• All services, support, improvements and innovations
driven by unitiFM – simple for the client
Continual improvement
• Key aspect to keeping the solution relevant
in a changing environment
One stop shop
• Nobody else to blame!
Performance
Management
Managed
FM Systems
FM Hub
Contact
Centre,
Works/Data
Co-ordination
Solution
Development
Maximo, XRM,
iBIM
16. Sydney Airport
Airport
Stakeholder
Groups
Managed FM Business Solution SystemsInfrastructure&
ServicesTeam
AIRPORTS
OperationsTeamsProjectCompliance
Terminal
PresentationTeam
FM Hub
Contact Centre
ESB
Business
Continuity
Notification
smartNOTIFY
Reporting
COGNOS
smartINSIGHTS
Field
Audit
smartAUDIT
xRM
smartQUESTION
Sydney Airport
Corporate
System
Corporate
Maximo • IT
• FIDS
• Security
• Baggage
• Cameras
• eDirectory
• Phone
• Printers
• SACS
• Car Parks
Oracle
Financials
FM Service
Contractor
Systems
Other
• General
• Cleaning
• T3
AMS
FM Hub Support
Data Curation &
Analysis
FM Service
Contractors
Maximo
7.6
17. What’s Next
Continuing to leverage and expand the established
systems and data foundations.
Leverage Analytics & Watson
Expand Mobility
IoT & Data Integration
Maximo
Analytics
& Watson
Mobility
GISiBIM
IoT &
Data
Integration
18. Meet the evolving business
needs of Sydney Airport
Improve data integrity for
reporting and analysis
Retain ownership and
knowledge of assets
Solutions provider with
experience in specialised
assets of the Airport
Heavily manual paper-based
processes
Lack of resources to manage
the system
Managed FM Business
Solution
BPD Zenith MaxiCloud for
Airports (200 users)
IBM Maximo Asset
Management V7.6
Integration to SCADA and
Financial Systems
Contract Management
System
Vehicle Towing Charges
Application
Cognos BI Reporting
Level 2 Support
Reduction in breakdowns of
critical assets
Increase in responsiveness of
FM Service Contractors
Reduction in operational delays
Increases in passenger
satisfaction
Reduction of PM backlog
Improved data integrity and
process efficiency
Reduction in IT costs
Challenges Solution Benefits
Summary
Operating out of Sydney, Australia, this is the world's oldest international airport.
It is Australia’s busiest airport, with around 40 million passengers each year (similar in size to Gatwick and Munich).
There are three passenger terminals, two which are for domestic travel and one for international.
There are seven cargo terminals controlled by five cargo terminal operators. Approximately 80% of freight is carried in the holds of passenger aircraft with the remainder transported in dedicated freight aircraft.
Revenues are AUS$1.2B, with more than half coming from non-Aeronautical sources (car parking, retail, dining etc.)
In the early 2000’s, Sydney Airport had consolidated its maintenance under one single ‘management’ provider.
This had been done to reduce complexity and was in contrast to the long-standing ‘fully in-house’ model that had existed for some time
This provider was responsible for
Directly delivering services such as building repairs, electrical maintenance and plumbing services
Managing sub-contractors for specialist repairs, such as Aerobridges, HV networks and SCADA
Data management/ entry of works into the Airport’s Maximo system
In addition, the Airport had its own, on site team who provided 24/7 coverage for emergency response and first attendance
Opportunities were identified during the end-of-contract review process.
The contract had initially provided a number of service improvements to the Airport as the provider had a highly experienced team establish the working relationship
However, with little experience in the specialised assets of the Airport (Aerobridges, HV networks, etc.), there was a reduced of focus on asset condition
This FM provider had deep experience in high rise buildings and the common assets seen in these environments
They relied heavily on advice to their sub-contractors
As the end of the contract drew closer, there was recognition by all parties that a change was needed and a refocus on asset improvement was required
A new approach was established as part of the strategic review
Recognising the need to invest in its assets and that retaining ownership and knowledge of these assets was critical, a strategic review process was commenced
The review recommended a number of changes:
Direct engagement of a number of specialist contractors to deliver services
Establishment of a small internal team to take responsibility for assets and the service contracts
A program of investment to improve asset standards
Key to the recommendations was the requirement to implement an integrated managed FM business solution
Rather than just a new ‘IT system’, what was needed was a ‘solution’
The incumbent system was not seen as being the right tool to provide the support and information to drive efficiency and provide financial and service insights
Business
The system had become challenged in meeting the evolving Business needs of the organisation.
There was not a formalised framework for managing the performance of:
Assets,
the new FM Service Contractors, or
the supporting processes.
Financial information was not available at the asset level
Reporting and analysis were inadequate to support strategic decision making
While key Assets were well understood, and progress had been made in other areas, data integrity represented a significant challenge.
Asset data was inconsistent in its availability, completeness and structure
In some cases Asset information was not available, in other cases the Asset detail was tracked at too low a level making it difficult to maintain
Data was poorly structured
It was evident that many taxonomy schemes had organically evolved over time, making it difficult and inconsistent to locate Asset information
There were inconsistent naming conventions
Data quality was unreliable, incomplete and not timely
Asset data was inconsistent in its availability, completeness and structure.
In some cases Assets information was not available, in other cases the Asset detail was tracked at too low a level making it difficult to maintain.
It was evident that many taxonomy schemes had organically evolved over time, making it difficult and inconsistent to locate Asset information.
Likewise, naming conventions were also inconsistent.
HumanProcesses were largely manual and not well defined or documented.
The call centre took calls from a range of airport stakeholders and created service requests directly into the works management system (using Maximo). Non-FM calls were variously handled or redirected. This process was not scripted.
A service request resulted in Sydney Airport’s FM first response team evaluating the request and, where required, creating a work order and manually assigning it to an FM Service Contractor for quotation and/or rectification.
Heavily Manual Paper Based Work Order Processing:
Work Orders were printed by either the primary FM Service Contractor or the Sydney Airport Maximo co-ordinators and distributed to the FM Service Contractors for completion.
Physically updated work orders were returned to either the current primary FM Service Contractor or the Sydney Airport Maximo co-ordinators for the information to be manually keyed into Maximo.
People had stopped utilising the system as it's organic growth had left it difficult to use.
Assets/Locations were difficult to find as each generation of users had their own way of structuring and naming items.
Workflow not being used, as it did not reflect the real-world evolution of work practices.
The systems had become “full of S#!T data” (according to the on-site team!)
TechnologyResponsibilities for the systems were unclear.
There were multiple parties who shared responsibility for;
The provision and operation of the FM systems (primary FM Service Contractor, Sydney Airport IT, contracted Maximo support provider)
Operational support (call centre, Maximo co-ordinators) and
Performance management and continual improvement (primary FM Service Contractor, Sydney Airport IT)
There was a lack of co-ordinated Continual Improvement of the systems and processes.
On-going development of the application of Maximo had been minimal
Small system changes had been ad-hoc
As a result:
Changes were slow and costly to implement, as the systems had become convoluted
Changes in management processes were not reflected in workflows
The complexity of the Maximo database design made it difficult to use for its basic functions but also meant its asset management, tracking and performance review functionality was not being utilised
The organic growth of the system had led to poor system extensibility and flexibility
The system had not kept pace with Maximo releases
Sydney Airport’s journey to improve asset standards and service response has seen:
Increases in Asset Availability such as:
Aerobridges (>50% reduction in breakdowns pa)
HVAC (>18% reduction in breakdowns)
Increases in Responsiveness of FM Service Contractors
As a result of more accurate and timely reporting
Reduction in Operational Delays, eg Aerobridges
Increases in Passenger Satisfaction
Independent surveys showing satisfaction with Terminal ‘look and feel’ items
Reduction of Preventative Maintenance Backlog
As a result of better integrated and timely reporting
Improved Data Integrity and Process Efficiency has led to:
Expanded usage of the Managed FM Business Solution
Greater reliance of Information Based management
Reduction in costs
Timely and Accurate Information helps provide Insights and Inform Strategic Decision Making
unitiFM was awarded the work and engaged to support and lead the development of the ‘business solution’
Unlike most engagements, it was expected that the team play an active role in developing the business process that would define the full ‘solution’
The initial project included
Developing and documenting work processes (job management, financial approvals etc.)
Helping to refine maintenance programs
Determining the best data structures, naming conventions and workflows to suit the business needs for the future
While the full requirements were being designed the team took over operational control of the “as is” systems, including providing 24/7 call-handling services
Finally, with the business needs designed and understood, a new instance of Maximo was configured and additional intelligent support systems were commissioned
Broadening the Service Areas and expanding the User-base in a controlled manner based on successful outcomes.
Continuing to leverage and expand the established systems and data foundations.
Leverage Analytics & Watson
Expand Work Centre and Dashboards to further support management of Asset Performance and Data Quality
Evolve Preventative Maintenance to Predictive Management
Provide Insights into what we don’t know we don’t know
Expand Mobility
Enhance process efficiency, transparency and responsiveness
IoT & Data Integration
Further Integrate Contractors’ to provide near real-time information
Integrate BMS data to enhance Asset Health visibility
Integrate Energy Management
Evolve Corrective Maintenance to Dynamic Responsive Maintenance