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RPTS 209. Park and Tourism Operations an Overview. The Backstage Crew. “It requires a small army of skilled, dedicated professionals to keep the magic in the Disney show.” WDW College Program Manual. Operations & Maintenance Behind the Scenes:. - PowerPoint PPT Presentation
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Park and Tourism
Operations
an Overview
Park and Tourism
Operations
an Overview
RPTS RPTS 209209
The Backstage Crew
The Backstage Crew
“It requires a small army of skilled, dedicated professionals to keep the magic in the Disney show.”
WDW College Program Manual
Operations & Maintenance Behind the Scenes:
Operations & Maintenance Behind the Scenes:
Facility Management (Building/Grounds Maintenance and Custodial Services)
Fiscal Management (Finances and Budgeting)
Information Services Mgmt. (Computers & Technology, Publicity)
Risk Management (for Visitors and Employees)
Personnel Management (Human Resources)
Sales Management (Marketing and Customer Relations)
Program Services (Delivery of Leisure Services)
Planning and Development (Facility and Event Planning)
Maintenance Defined:Maintenance Defined:Keeping areas and facilities in their original
state or as nearly so as possible.Maintenance includes routine, recurring
work; major and minor repair work, and minor construction as well as event setup.
The quality of the maintenance program is established as standards are determined.
Game fields vs. practice fields vs. open space: Each of these have different quality expectations and, as a result, different standards are set for each of them.
Operations Defined:Operations Defined:
A planned activity involving different people performing various functions (actions) or undertaking a process or series of acts involved in a particular form of work.
Operations deals with the programs and their organization and administration.
Role of Maintenance & Operations
Role of Maintenance & Operations
To ensure a quality experience.To protect the “resource” (facility & equipment)
Expectations at the Texas A&M Rec Center Weight Room:Expectations at the Texas A&M Rec Center Weight Room:
A clean and sanitary environment A pleasant tempEquipment that is workingAvailable equipment
Guidelines to Establishing a Maintenance & Operations Program
Guidelines to Establishing a Maintenance & Operations Program
1. Establish objectives and standards. 2. Consider economy of time, personnel,
equipment and materials. 3. Develop a sound, written plan. 4. Assign work priorities appropriately. 5. Emphasize preventive maintenance.
Guidelines to Establishing a Maintenance ProgramGuidelines to Establishing a Maintenance Program 6. Be well-organized. 7. Have adequate funding. 8. Have adequate personnel. 9. Protect the natural environment.
Appropriate activities, carrying capacity, etc… 10. Ensure employee and public safety. 11. Consider maintenance in facility design. 12. Maintain a positive public image.
Maintenance objectives and standards must be established.
Maintenance objectives and standards must be established.Must be Clear and concise.Measurable.In writing.
Example: Cleaning weight equipment: Free of sweat? Dirt? Dust? Disinfected? How often? Who’s responsible?
Examples of StandardsExamples of Standards “All weight-room equipment must be in safe and
proper operating condition.” This statement is clear, concise and in writing.
Can it be measured? How? Equipment must be set up in accordance with
manufacturer’s recommendations with no loose, broken or bent parts, no frayed wires, or other potentially hazardous damage.
Another ExampleAnother Example
All weight room equipment will be kept clean, free of sweat, dirt, and dust.
Does this mean the equipment will be disinfected? How often?
Who will be responsible?
Assigning WorkAssigning Work Unit maintenance (assigned to a specific park, or
building, or floor, for example) Specialty maintenance – assigned to do a job
(electrician or plumber, for example) Contract maintenance – chosen when cost
effective to do so To prevent capital investment in equipment, when you need a temporary, well-trained specialist, to meet seasonal demands
Scheduling WorkScheduling Work Things to be considered during scheduling:
Priority of work itemsAnticipated visitor useCapabilities of maintenance personnelLabor availableSeason of the yearAvailability of materials
Developing a Sound Maintenance Plan
Developing a Sound Maintenance Plan
Facility and equipment inventoryRoutine maintenance plan (in writing)
Daily, Weekly, Monthly, Annual
Method for dealing with non-routine, nonrecurring maintenance (plan)
Preventive maintenance plan
Facility and Equipment InventoryFacility and Equipment Inventory
Be sure to include:TypeSizeSpecial featuresCondition
Routine Maintenance PlanRoutine Maintenance Plan Standards list of routine tasks
with procedures for accomplishing them
who, when, how and how long
Nonroutine, recurring maintenance planNonroutine, recurring maintenance plan
Typically handled through work orders
Why? Facilitating the process
Accessibility of formsEase of form/processAdequate response time
Preventive maintenance planPreventive maintenance plan
What you need:Maintenance log
– For each facility or piece of equipment
– Identifies tasks to be done
Necessary components
Proper tools for the job
Afterwards:Complete log (date/initial)
Order replacement parts
Put away tools
25 Keys to World Class Maintenance25 Keys to World Class Maintenance
Parks & Recreation, Jan 2002
Model of World-Class MaintenanceModel of World-Class Maintenance
Keep Organized
EliminateAvoidable
Maintenance
UseTechnology
Attention to detailQuantify worker outputComplaints treated as giftRepair vandalism immed.Cultivate Friends groups
Attention to detailInvest in backupsKeep Records
Plan for MaintenanceEncourage SuggestionsPractice Preventive Maint.
Lesson Number One: Clean and Neat All Day – Every Day
Lesson Number One: Clean and Neat All Day – Every Day
Pay attention to detailKeep equipment clean, operational and readily accessible.Have equipment and supplies ready.
Quantifying worker outputMaintenance mgmt tracking systems (web based)
Treat Complaints as a GiftRespond in “warp speed” fashionRecognize customers for their contribution inidentifying situations
Lesson Number One: Clean and Neat All Day – Every Day
Lesson Number One: Clean and Neat All Day – Every Day Repair vandalism immediately
Ideal: within 24 hours of the initial notice Cultivate Friends groups
Example: Roadsides maintained by private groups or garden clubs that maintain entrances to parks.
Lesson Number Two: Eliminate Avoidable Maintenance
Lesson Number Two: Eliminate Avoidable Maintenance
Examples:Plan for Maintenance– Pave under team benches and water fountains.– Apply Round Up and Surflan on infield clay late in
August to eliminate spring weeding on SB/BB fields– Don’t sell chewing gum
Encourage employee input/suggestionsPractice preventive maintenance – perform regular maintenance on motorized equipment
Lesson Number Three: Use of CADS, GPS and Palm Computers
Lesson Number Three: Use of CADS, GPS and Palm Computers Attention to detail
Smart phones, tablet computers/communication devices can help front-line workers communicate with central command.
Invest in backup systems Keep records
Technology can be helpful in quickly identifying part numbers for replacement, scheduling repairs and researching innovative ideas.
The EndThe End
You Wish!
Analyze the OperationAnalyze the Operation
Your park currently uses a two-year old Type X lawnmower that has a 36” wide cutting span. It currently takes one hour, four gallons of gas and one quart of oil to mow each of 3 playing fields. The fields are mowed an average of 2x/wk during 8 months of the year and once every two weeks during the other 4 months.
A new Type Y lawnmower with a 48” span takes four gallons of gas and 1.5 quarts of oil to mow the same area, however. The average lifespan for both lawnmowers is five years.
Lawnmower X costs $2,000, while lawnmower Y costs $3,000. Gas costs $3/gal, oil is $2/qt. and your hourly wage/benefit rate is $16.
Should you buy a new lawnmower and if so, when?
Cost to mow with Type X mower?Cost to mow with Type X mower? Cost to mow = labor cost + gas + oil Labor cost = wage/benefit rate * hours needed
$16/hr * 3hrs+ $3/gal * 12gals + $2/qt * 3qts
----------------------- = $90/mowing
Dr. Hodges
Cost to mow with Type Y mower?Cost to mow with Type Y mower?
Time needed to mow with a 48” span = ?36” x 1hr = 1 field48” x ?hr = 1 field, so36” x 1hr = 48” x ?hr, thus ?hr =.75hr
Remember, Cost to mow = labor cost + gas + oil ($16/hr * 2.25hrs) + ($3/gal * 12 gals) + ($2/qt * 4.5qts)
= $36 labor + $36 gas + $9 oil = $81/mowing
Type X versus Type Y:Type X versus Type Y:
Each time you mow with Brand X, you spend an extra $9. In one year, how much more would you spend using a Type X mower compared to a Type 2 mower?
(8 mos. x 2mows/wk) + (4 mos. x 1mow/2 wk) (2/3*52 x 2) + (1/3*52 x .5) = 78 78 mowings/year x $9 extra = $702
Decision MakingDecision Making
Are the savings ($702/year) a sufficient reason to change to Mower Y?
Over the 5-year life of the mower, the total savings would be $3,510--$510 more than the extra cost of Mower Y.
Should you make a change? If so, when? Why?
The ExerciseThe Exercise
Due Thursday in two weeks. #5 – Mower Analysis