Appunti di Information Systems for the Maintenance and Management

Facility management integration

Develop and maintain a situation

The moment of agreement between the client and the provider is very important. The condition for integration is the management of knowledge and information.

Facility services

List of services → Macro-categories → Subcategories of services.

For each service, we need skills and capabilities. It's important to create a registry necessary for the integration of services, which will have a unique code and structure.

KPI and SLA

KPI → Necessary to define the service for the satisfaction of the client. SLA → Tools for checking and controlling constantly that a request is respected.

Example of KPI: I want a specific temperature in a room; easy to measure. KPI: 19-21°C, measured once a month, 1 meter from the floor. If 90% of my measures go between that range, the service level agreement is respected.

Some services are difficult to measure: cleaning service.

Facility management integration

Develop and maintain a situation

The moment of agreement between the client and the provider is very important. The condition for integration is the management of information based on the capability of an organization of managing information.

Facility services

List of services ➔ Macro-categories ➔ Subcategories of services.

For each service, we need skills and capabilities. It's important to create a registry that contains the database with all the assets/items we are working with, recorded with a unique code and structure.

To recognize contractually bound assets necessary for the integration of services.

KPI and SLA

Necessary to define the tools for the satisfaction of the client. These two parts regulate the relation among them. Tools for checking and controlling COX, certainty that a request is respected.

Example: I want a specific temperature in a zone (easy to measure). Contractual: maintain 19-21 °C from 9:00 - 17:00, one measurement once a month, 1 meter from the floor (for 90% of my measures go between that range, the service level agreement is respected).

(I'm a client, and I ask my provider to maintain this temperature here: KPI = 19-21 °C and the measurement method).

Office cleaning service ➔ some services are difficult to measure. How is it possible to appreciate the quality of the cleaning service? Questionnaires aiming for people using that service.

SLA → This is an evaluation of the performance of the intervention.

KPI → If interventions are performed and the timetables are respected, everything is fine.

Global service

Example: you are a client of a building, and you do a contract for a service to keep your place clean. Predefined price, level of quality of the service.

Maintenance

We deal with scheduling maintenance.

Maintenance service

The market of facility management has grown in the last decades because of the growth in maintenance and renovation. From simple service to the integration of more services. Evolution → Total FM → WorkPlace Management.

We have to know how to collect information and how to register in databases in order to introduce and elaborate knowledge bases. Services integration and information integration. Our services are connected to integrate these services. Here is the necessity of information integration.

Information Management deals with a large amount of data, which are various and heterogenous, and deal with different timescales (past + present - {future}). Not so easy.

Data, information, knowledge, and wisdom

Data: Just a number without a context.

Information: When I have something to be associated with.

Knowledge: When I can process this info and create capabilities.

Wisdom: When we use knowledge to define the strategy.

Lezione 2 - Invitation to tender analysis

23 Settembre

Invitation to Tender

We have the Client and the Provider:

• Client: Who needs a set of FM services (maintenance, cleaning). He has to find some firmman and he aims for some services -> Demand.
• Provider: Who delivers FM services (the external company that offers the service).

How do we match them? How can the client ask for a service in order to obtain an offer?

Invitation to Tender (ITT):

1. The way in which these two parties meet is a process and is a document ^{[document icon]} in which the client evaluates.