Maximo Mobile Work Management

In the Hospitality Industry

Stephen Hume – Senior Maximo Consultant May 2017

Agenda

• The Industry• The Problem• The Solution• About BPD Zenith• About the Author

The Industry

Hospitality is a Multi-Billion Dollar Global Industry

Businesses that provide accommodations, travel, food and beverage and entertainment to the Traveling Public

Main Product Produced = Customer Satisfaction

Highly Competitive, reputation is critical to success

Every city, town and village in the world has components of the Industry

World’s largest hotel has 7,351 rooms

Most expensive hotel room is in Geneva - $61,000 to $84,000 per night

85% of inquiries from HOTELS for EAM solutions are about SaaS (Cloud based Solutions)

World’s Smallest Hotel in Copenhagen

The Industry

Resorts are often Massive Complexes, comprised of several building spread outover a large area, hundreds of rooms and an army of staff looking after it all.

The Industry

All it takes is some bad information about a hotel or restaurant to be posted on the internet for the business to be damaged beyond repair.

Source of images: tripadvisor.com

The Problem(s)

Getting Facility Management Staff to the right place to resolve guest issues quickly and efficiently is criticalfor customer satisfaction.

Without a mobile solution, maintenance staff would need to pick up work orders from a central location or offices spread throughout the hotel or resort campus.

Or customer service staff would have to call the maintenance staff and rely on verbal communications to relay new work that is required throughout the day.

When the work is completed, or any issues encountered doing the work, the maintenance staff would need to then either travel back to an office to update the work order, save their updates for the end of the day, or remember to call customer service to pass along the completion details.

The Solution

Maximo configured for the Facilities Management Staff

The Solution

Guest or Staff send email to Facilities Service Desk

SR Created and email sent back to reporter to tell them the number

Work Order created using job plan and assigned to the correct crew

Crew receives notification of new work order and proceeds to the location to fix the issue

Issue is fixed, details reported in Mobile Application, reporter is notified of resolution

The Solution – How it all works

Maximo Email Listener received email and generates SR

SR Workflow is auto triggered generates email to reporter

Action on the SR workflow creates the right type of approved work order using job plans

Escalation runs to find new work order and send email details to members of the ownergoup

Worker goes to the location of the issue, fixes the issue, takes photos and completes the workorder using Maximo Mobile Work ManagerSetting status of Work Order to COMP changes the SR to Resolved. An escalation on the SRthen sends notification to the reporter that the issue is resolved.

The Solution – The beauty of the design

The only human interaction is the need to send an email reporting the issue.

And then logging into the Mobile Work Management App to get the details of the issue, report progress, record time taken, materials used, attach photos and complete the work.

All intervening steps happen automatically and take seconds to complete

The Solution – Components of Maximo

Email Listener

Automated Workflow

The Solution – Components of Maximo

Communication Templates

Job Plans

The Solution – Components of Maximo

Service Requests

Work Orders

The Solution – Components of Maximo

Escalations

Actions

The Solution – Components of Maximo

Maximo Anywhere Work Manager

Maximo (in the Cloud)

Founded in 1994, our Headquarters are in the UK. We have global operations in North America, Europe and Asia Pacific –offering a 24x7 ‘Follow the Sun’ support service.

Highest level of IBM Accreditations and Maximo Partner of the Year:

• Early adopters of Cloud • Forward thinking solutions• Trusted advisor to clients

Experience and capability to help hotel and conference centre operators leverage data to meet capacity demands, operate more efficiently, address rising costs, and differentiate their service.

BPD Zenith is an Enterprise Asset Management partner for organizations worldwide.

Our solutions are purpose-built for specific industries, providing complete platforms that are

designed to make the world work better.

Thank You

Stephen HumeSenior Maximo ConsultantBPD Zenith (Canada)stephen.hume@bpdzenith.com

Stephen Hume is a seasoned Maximo Consultant working for BPD Zenith (Canada), recently retired from the role of President for the Canadian Maximo User Group. He has done presentations at the following user group meetings.Facility Management Maximo User Group, Maximo Utility Working Group, Western Canada Maximo User Group, Canadian Maximo User Group, IBM Pulse, IBM Interconnect.

His presentation topics have included; Upgrade Lessons Learned; Health Safety and Environment in Maximo; Mobile Incident Reporting using Maximo Anywhere; How to Prepare for and Survive an IBM Audit; Throw Away the Log Books with Maximo Operator Logs.