Improving Facilities Work Management Using Statistical Process Control SPC

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Improving Facilities Work Management Using
Statistical Process Control (SPC)
January 20, 2009 Jacqueline S. Lovette, Ph.D.
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Organizational Structure
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
District
Service Group
District
Service Group
Service Group
Service Group
Service Group

• Leadership Team
• Vice President
• District Leaders
• Process Owners and Champions

District
Service Group
Service Group
Service Group
District
District
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
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Leadership Team needed standard performance
metrics to
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Facility Service Request Cycle Time - Triage
Level 0
CASE STUDY
You too, can get results like this!
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Major Steps Formed a Metrics Team with
district representation Recruited a
statistician Trained the team in measurement
concepts Defined / evaluated suggested
measures
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Metric Evaluation Criteria ? Realistic
reflection of activity ? At the appropriate
level ? Easy to understand ? Cost efficient to
collect and support ? Allows a high level of
validity
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Organizational Structure
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
District
Service Group
District
Service Group
Service Group
Service Group

• Leadership Team
• Vice President
• District Leaders
• Macro Process Owners

District
Service Group
Service Group
Service Group
Service Group
District
District
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
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Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
District
Service Group
District
Service Group
Service Group
Service Group
District
Service Group
CENTRAL Metrics SERVER
Service Group
Service Group
Service Group
District
District
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
Service Group
Business Resources Statistical Support
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R10 March 12, 1999
MATRIX8.PPT
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Facility Service Request Cycle Time

• Triage level (T0)
• Project that takes
• less than 8 hours of craft time
• no permits
• no design

1999 Business Plan Tactic TARGET
Target 5 day
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Facility Service Request Cycle Time - Triage
Level 0
Case Study 1
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Facility Service Request Cycle Time - Triage
Level 0
CASE STUDY 1
Activities 1. Began working the process
constraints at District level (e.g. part
availability and requisition processes) 2.
Introduced metric to all service group management
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Facility Service Request Cycle Time - Triage
Level 0
CASE STUDY 1
RESULTS
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Facility Service Request Cycle Time - Triage
Level 0
CASE STUDY 1
Activities (continued) 3. Continued working the
process constraints at District level 4. Began
database clean up
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CASE STUDY 1
Facility Service Request Cycle Time - Triage
Level 0
RESULTS
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Facility Service Request Cycle Time - Triage
Level 0
CASE STUDY 1
Activities (continued) 5. Provided clearer
definition of Triage Level 0 6. Trained
project people on definition
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Facility Service Request Cycle Time - Triage
Level 0
CASE STUDY 1
RESULTS
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Facility Service Request Cycle Time - Triage
Level 0
CASE STUDY 1
Activities (continued) 7. Continued working the
process constraints at District level 8. Trained
analysts at service group level in - Statistical
Process Control Chart Analysis - Root Cause
Analysis
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Acquire /
Maintain
Facilities Asset
Transport
Modify
Assets
Management
Freight People
5.5
5.5.1
5.5.2
5.5.4
14C.Planned Labor Hrs/Total
15. Damage Incidents per
13. FSR Completed
Labor Hrs (Total Facilitated)
on Schedule
Mtl Hdlg Labor Hrs
1999 Business Plan Tactic TARGET
Quality
FSR's (T2) (T3)
- 60 Planned on Facilitated Assets
14D.Critical Equipment Uptime
1999 Business Plan TacticTARGET
1999 Business Plan Tactic TARGET
- 4 or lower
1999 Business Plan TacticTARGET
- Meet Schedule for T2 T3
- 96 Uptime
1. FAMO / Sq. Ft.
7. Mtl Hdlg Dollars per MDay /
5. Total Actual
2. FAMO /Person Served
A/M Cost /
3. FAMO / Asset
BCAG PC 1 Hdct
Total Budgeted
8. Pool "S" / FAMO
Cost
A/M Cost
1999 Business Plan Tactic TARGET
- Meet Operating Plan.
- Meet (or underrun) UO Target for FAMO
controllable Costs.
18. Energy Index
10. Service Request Labor Hours (Critical)
9. FSR Cycle Time
11. Operation Cycle Time
1999 Business Plan TacticTARGET
FSR's (T0) (T1)
Delivery
- 25 Decrease from 1998 Average
10. Service Calls Cycle Time (Total
Critical)
1999 Business Plan Tactic TARGET
- T0 5 day T1 15 day
A. Preventive Maintenance (Total)
B. Planned Jobs (Total Critical)
Safety
R10 March 12, 1999
MATRIX8.PPT
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• Planned Jobs
• additional work needed on an asset discovered
  during
• - routine preventative maintenance or
• - asset condition audit

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CASE STUDY 2
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CASE STUDY 2
Activities 1. Introduced metric to all service
group management 2. Began database clean up
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CASE STUDY 2
RESULTS
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CASE STUDY 2
Activities (continued) 2. Implemented the Plan of
the Day process with the Plan of the Week
schedule 3. Conducted one on one training with
analysts at service group level in - Statistical
Process Control Chart Analysis - Root Cause
Analysis
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CASE STUDY 2
RESULTS
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LESSONS LEARNED

• Have management commitment and interest
• Data presented by those accountable for results
• Allow time for progress
• Involve a subject matter expert
• Use existing infra-structure for measurement
  support
• it is the key to
• Data Integrity
• Measurement Accuracy
• Train and inform all those involved