Emergency Request Process Improvement Making us more fleet-footed and responsiveThe Background:As part of a Cost Optimization Program Workshop held over October / November 2007, one of the objectives defined was to help us become a far more responsive organization by implementing a robust Emergency Maintenance (EM) process.
The intent of the work group designing the EM process was to address the lacunae in the system which was leading to lower response times for EM requests and the consequent lowering of customer satisfaction. These lacunae were identified as:
Many more – 25 – handoffs than necessary. - Inefficiency in transport planning leading to higher low value-add time and higher transport overheads. It was analyzed that an average of 30.5 kms of travel was incurred on each EM request resolution and that 25% time saving was possible as a result of more efficient transport planning.
- Lack of dedicated resources for EM, PM and CM work, leading to a lowered productivity.
- Staff not aware of internal processes resident on the corporate Integrated Management System (IMS); therefore leading to duplication of work-orders in Maximo and CTI.
- Lack of information and transparency in work orders; issues in the manner in which information is captured at the request stage by the call centre.
- Shortage of materials stocks leading to delays.
- Lack of appropriate tools.
- Lack of a structured training program leading to competency gaps.
The Solution:The task group created a feedback process for EM calls and implemented a structured process to get client feedback on EM works implemented. Effective resource mobilization was created by identifying specific teams for PM, EM and Variable works. A gap analysis of staff skills was conducted to create and implement an effective, relevant training schedule.
As part of the process re-design, the teams also implemented an improved process for interaction of call centre staff with a view to evolving a dedicated help desk concept. The work-group also recommended reduced hours spent on computer work by supervisory staff, especially team leaders, to ensure more flexibility to improve their supervision time-spend.
Since transport planning was identified as a key issue, the highlight of the solution was the development of a mobile stores concept, stocked with EM spares to ensure much swifter turnaround time. A solution was also designed to improve stores inventory management and stocking methodology. The Benefit:This initiative has resulted in a dramatically reduced downtime of equipment and reduction in EM calls. Additionally, and most significantly, EM work orders are now being resolved with a much quicker turnaround time, and have led to very high levels of customer satisfaction.  Download PDF
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