Photo courtesy of U.S. Library of Congress "Hartford, Connecticut, Newspaper boy"

What can you learn from analyzing changes in the number of work orders created and resolved in your buildings? Some buildings use work order reporting to tell their operational team's story to other parts of the organization.

When describing to the rest of your organization your operations team’s start to 2016, you might have two choices. Follow in the USS Enterprise Chief Engineer Montgomery Scott’s footsteps by yelling something like “We’re giving it all we’ve got!” Or, you could rely on work order reporting data from your work order management system to chart changes in the number of requests created and resolved over the relevant time period.

Telling their team’s story is one reason why an early Tikkit user is adopting Gridium technology. They want to quantify the difference between their building’s Rooftop Oasis and the administrative suite… at least in terms of types, and amounts, of service requests. A different corporate facility team at an owner occupied Gridium building strives towards a tall benchmark of beating to the line their building occupants when it comes to filing service requests. This team has a goal of self-reporting at least 70% of all work orders created in any given month. Continuously delighting building occupants is easier when you have the necessary Key Performance Indicators (KPIs) at your fingertips. Data makes course corrections possible.

In Tikkit, work order reporting and data export looks like this:

Work order reporting gif

In the Institute of Real Estate Management (IREM) guidelines for Real Estate Management Service best practices, recordkeeping clocks in near the top of the list. This includes all correspondence between management company and tenant. In fact, responding to tenant requests in a timely manner and maintaining “the technology infrastructure to meet client needs” is emphasized. IREM goes on to describe operating reports as containing both financial and narrative aspects that, together, tell a clear story of what has happened in the building.  Routine maintenance and preventative maintenance (PM) each earn their own sections: routine maintenance reflecting normal day-to-day operations while PM covers those projects designed to ensure critical building systems operate safely and efficiently. PM can play a meaningful role in risk management. Additionally, IREM highlights the role benchmarking can play in maintaining world class operations. KPI you can consider include OPEX per square foot or number of work orders opened one month versus the next.

Let us know how your operations team reports out monthly progress in the comments below.

About Millen Paschich

Millen began his career at Cambridge Associates, trained in finance at SMU, and has an MBA from UCLA. Talk to him about bicycling, business, and green chile burritos.

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