04/01/2009

Work-Order Management

The FM team in Maricopa County, in Phoenix, AZ, deliver a high level of customer service by addressing work orders as expeditiously as possible

By Jana J. Madsen

 

County: Maricopa
Location: Phoenix
County Size: 9,224 square miles
No. of Buildings: 177
Total Square Feet: 10.7 million

In Maricopa County, AZ, 109 full-time operations and maintenance employees in the facilities management department tackle more than 40,000 work requests annually. This is a gargantuan effort that requires the right tools, team members, and organizational structure – not to mention effective leadership. Headed up by Rick Barker, the team’s nationally (and internationally) recognized efforts in work-order management enable it to deliver a high level of customer service to the fourth most populated county in the United States.

Takeaway:

If it makes sense, divide and conquer. Organize the maintenance team into smaller groups so members can address work requests for a group of facilities of like function or geographic proximity.

To address work orders as expeditiously as possible, personnel from the division are strategically located throughout Maricopa County. Six regional maintenance centers service the needs of smaller groups of buildings; a maintenance planning center supports these regional centers. “We’re trying to locate all of our regions and shops in close quarters to our customers,” explains Janet Palacino, director, facilities management department, Maricopa County, Phoenix. “[The regional centers] are grouped by geographic area, but then we subdivide each area by type of facility.” For example, one region contains correctional facilities; this region has employees that address requests from the jails, and the rest tackle requests from other regional facilities. “Part of the reason for that is, as an example, in your jail, you may need more plumbers and locksmiths than you need in your office facilities.”

The team’s work-order management system enables appropriate staffing allocation. It also ensures that work requests and preventive-maintenance activities are addressed and documented. Every work order is entered into a database (hosted on the county’s servers) by one of 90 building representatives throughout the county, or by a dispatcher at the maintenance planning center. After a user clicks on an electronic mail link and enters a work order, a dispatcher makes sure it’s routed to the appropriate regional supervisor, who assigns a tradesperson to the request.

The robust software, combined with the organization’s division into regional centers, ensures that requests are handled in the most efficient manner possible. Additionally, its reporting capabilities allow the organization to benchmark its facilities and set metrics to measure the team’s success.

 


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Visit our website today to learn about the design flexibility of a Morton building and the endless possibilities of partnering with our designBUILD team.


Wood construction is both cost and energy efficient. Check out Morton Buildings and our designBUILD team online today to discover all the benefits of post-frame construction.


When choosing a metal-clad building for your next construction project, consider Morton Buildings, Inc., and their designBUILD team, we’ll make your dream a reality.

We Can Help You Reduce Energy by 30%

Our mission is to help our customers manage their buildings' energy costs, improve reliability, and enhance performance while having a positive impact on the environment.
CLICK HERE to find out how.

Add highly responsive multi-zone comfort to any building project, in any climate. Our CITY MULTI H2i R2- and Y-Series VRF systems give you flexibility to fit the needs of any building. Enjoy 100% heating capacity at 0°F outdoor ambient, and 85% heating capacity at -13°F outdoor ambient.  For more information, log on to www.mitsubishipro.com

 
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