QSI Facilities Blog

What Are the Areas of Focus for Facilities On-Demand Maintenance?

Posted by QSI Facilities on August 13 , 2018

Moving to a facilities on-demand maintenance program might seem like an added expense, but it holds more value than you may realize. Often mistaken for reactive maintenance, on-demand maintenance can reduce stress and chaos of managing urgent and planned needs, as well as all other maintenance needs simultaneously. Facilities Managers seeking to pick the low-hanging fruit should consider a few things about why an on-demand solution is the right choice.

Why Facilities On-Demand Maintenance Gets a Bad Reputation

On-demand maintenance is often associated with reactive maintenance. Although on-demand maintenance may include reactive maintenance needs, like an unforeseen equipment failure, it includes planned maintenance as well. On-demand maintenance refers to urgent and run of the mill maintenance needs. The key distinction between reactive maintenance and on-demand maintenance is the inclusion of planned maintenance tasks in conjunction with reactive needs.

For example, general construction, electrical, plumbing, locksmith services, pest-control, roofing, disaster preparedness and response, carpet replacement, HVAC system servicing, and signage placement or installation are types of on-demand maintenance.

Proper On-Demand Maintenance Strategies Can Enhance ROI

On-demand maintenance also has applications for facility managers in need of temporary workers and access to a greater field service vendor network. In some cases, on-site staff may lack the experience and skills necessary to complete maintenance needs, such as new construction, and on-demand maintenance offers an affordable solution. The opportunities for ROI also extend to use of utility companies, as well as the impact on utility service technicians. The ability to correct a problem when it occurs frees service technicians for higher-priority work with the company. As explained by Lindsay Audin of FacilitiesNet, on-demand services are also applicable to keeping utility rates under control. For example, the installation and management of smart meters may be used to reduce energy use in a facility, accommodating demand spikes, reducing the risk of overload and saving money for the utility company. Overall, a robust on-demand maintenance strategy, as well as an on-demand facilities management strategy, can return major profits in all applications.

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Key Areas of Focus for Effective Facilities On-Demand Maintenance

On-demand maintenance is one of the whitest ways in which a company can address the maintenance backlog, expand operations, and handle new needs as they arise. Companies seeking to tap into the power of the Internet of things and smart devices will need an on-demand maintenance solution. This is the result of years, if not decades, of ineffective maintenance strategies. When the new system is brought online, subtle changes in equipment function may require a larger pool of field service technicians to address needs. Instead of leaving these needs on the back burner, facilities managers can request service through an on-demand maintenance program. For such a program to be effective, it must include the following key areas of focus:

  • Work Flow Definitions - Due to a variety of on-demand maintenance, clear, concise workflow definitions will help reduce delays and ensure a timely response to needs. This includes a dedicated system for entering, tracking, and following up on work orders, such as a computerized maintenance management system (CMMS). Furthermore, specifying the needs within the workflow will enable a faster response.
  • SLAs/KPIs - Since facilities on-demand maintenance is built on addressing both reactive and planned maintenance needs, it is important to track its performance in terms of key performance indicators (KPIs) and ensure all activities are billed accordingly and completed as defined within the service level agreement (SLA).
  • Supplier Management -The number of suppliers involved with a company is also related to the effectiveness of on-demand maintenance solutions. Multiple suppliers will result in multiple contracts, complicating the process, but an on-demand maintenance solution effectively moves this burden from the facility manager to a third-party
  • Defined Rates and Fees - Clearly defined rates and fees within the SLA, as well as using an automated system, such as an interactive voice response (IVR) system, will ensure on-demand maintenance is billed correctly.
  • Centralized Account Team/Controls – This actually includes the CMMS, but it goes a step further. Using centralized accounts and controls eliminates the uncertainty with finding an available field service vendor, scheduling a service call, completing payment processing, and providing feedback regarding service. As a result, centralized account management is often a key characteristic of outsourced, on-demand maintenance programs.
  • Budget/Spend Management – On-demand maintenance’s nature of both planned and unplanned needs required attention to the budget and proactive spend management. When the proactive maintenance threshold is reached, which is typically 80 percent of the budget for a given period, non-urgent maintenance needs should be deferred until the next month or period.
  • Continuity & Best Practices – On-demand solutions also enhance continuity and ensure the need adheres to quality and regulations. In the case of new construction, failure to get proper permits, complete quality assurance inspections, and pass such inspections can render months of work useless. Outsourced on-demand solutions handle this task, ensuring continuity of business under top-notch standards.

Unlock the Secrets to On-Demand Maintenance Now

Choosing to implement a facilities on-demand maintenance strategy can help small and mid-sized businesses tap into the competitive rates offered to bigger companies. The opportunities for advancement abound when combining on-demand maintenance with predictive maintenance too. To find out how on-demand maintenance can be the solution your company needs, visit QSI Facilities online.

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