KPIs & CPIs
This is the amount of trainings that must be completed on time.
What is 100%
This is how often you must leave a detailed log comment.
What is any time work is done or you touch a ticket.
This is a type of work orders that we (CBRE) self-identify as needing to be performed
Burned out light
Leaking faucet
Repairs needed/found during routine PM
What is self-generated work order?
These are categories and sub-categories that are associated to all Work Orders and PMs. Depending on the code selected:
Ensures the WO dispatches to the correct employee/vendor
Associates Priority
Defaults Target Completion Date
What are problem codes?
The following are examples of what?
P1 Work Orders are intended as a means to provide an initial event response
Engaging and starting to take action can be considered a “Response”
Any action taken to stabilize, prevent damage, or intervene in any way can be considered a “Response”
Sub Work Orders should be utilized for extended mitigation, repairs, etc.
The original P1 Work Order should be closed with brief, but comprehensive commentary
P1s should not be “feared” or “dreaded” They are an essential part of our means to properly support Uber
What are Things to consider when managing a P1 Work Order to Closure
This is the amount of business disruption or downtime that is acceptable.
What is 0.
This document is details the process to extend a work order.
What is the Work Order Extension Playbook
This type of work order is initiated by external customers or client.
Uber
Bon Appetit
Security
What is NOT a Self-Generated Work Order?
The following are examples of what?
General Building Maintenance:> Metal corner protector needs to be added to wall
Furniture - Repair and Clean:>Beer needs replaced
Carpet - Repair:> Cleaning in some areas
Facility Maintenance Request - Un-classified:>Nespresso Coffee Machines Filter has to be changed
Plumbing Repairs:> Ice machine isn't functioning properly was recently installed and seems its not getting enough water.
What is the wrong problem code?
This image is an example of what? & when is it used? https://docs.google.com/presentation/d/11yH9-_TLVdaqz7fda1vB3ATT2OEvgTSANlZ1mJWxOwA/edit#slide=id.g23b77e61f9d_0_36
What is an incident escalation tree?
This is the % of corrective work orders that must be completed on time.
What is ≥95%
This must be created for each “No” answer during Building Inspections.
What is CAPA/Sub-Work Order
The following are examples of what?
It shows we are being proactive with our service and adds value to the client
Identify opportunities for continuous improvement
Optimize maintenance schedules
Resource allocation
What are important reasons to track self-generated work orders
The following are examples of what?
Interior Repair-Other:> Metal corner protector needs to be added to wall
Breakroom Supplies:>Beer needs replaced
Carpet - Spot:> Cleaning in some areas
Coffee Machine Repair:>Nespresso Coffee Machines Filter has to be changed
Ice Machine Repair:> Ice machine isn't functioning properly was recently installed and seems its not getting enough water.
What is the correct problem code?
This image is an example of what & it must be sent when? https://docs.google.com/presentation/d/11yH9-_TLVdaqz7fda1vB3ATT2OEvgTSANlZ1mJWxOwA/edit#slide=id.g23b77e61f9d_0_45
What is root cause analysis
This is the % of preventative work orders that must be completed on time.
What is ≥99%
This document must be attached to all vendor completed work orders.
What is a Service Report
This image shows what? https://docs.google.com/presentation/d/11yH9-_TLVdaqz7fda1vB3ATT2OEvgTSANlZ1mJWxOwA/edit#slide=id.g23b77e61f9d_0_9
What is How to Mark a WO as Self-Generated (SI Web Portal)
What does this image show? https://docs.google.com/presentation/d/11yH9-_TLVdaqz7fda1vB3ATT2OEvgTSANlZ1mJWxOwA/edit#slide=id.g23b77e61f9d_0_30
What is how to select a problem code?
This image is an example of what & it must be sent when? https://docs.google.com/presentation/d/11yH9-_TLVdaqz7fda1vB3ATT2OEvgTSANlZ1mJWxOwA/edit#slide=id.g23b77e61f9d_0_55
What is Incident Report?
What is ASAP and every time there’s an update?
This % is the Accurate Accuracy CPI.
What is <4%
This must be submitted for all purchases >$2,499.
What is Small Works Approval / NTE Project Fixed Cost
This image shows what? https://docs.google.com/presentation/d/11yH9-_TLVdaqz7fda1vB3ATT2OEvgTSANlZ1mJWxOwA/edit#slide=id.g23b77e61f9d_0_18
What is How to Mark a WO a Self-Generated (MFM App)
By doing this on the types and frequency of problems that occur, we can make better informed decisions about resource allocation, maintenance scheduling and equipment replacement.
What is collecting and analyzing data
The following are examples of what?
RCA Team Should include the CBRE Site or Regional Lead, CBRE MEP Lead, (if applicable), CBRE HSE Lead, (if applicable), Key Vendor Personnel, and any applicable stakeholders with direct knowledge of the event
In order to drill down to the Root Cause of the Problem, the Problem Statement needs to state EXACTLY what issue(s) resulted from the event ie: Evacuation, Flood, Fire, Elevated or Low Temperatures
Sometimes it is very easy to mistake a “symptom” for the actual “problem” ie: “The Fire Alarm System Activated” this is only a “symptom” ask yourself, “why?” The “problem” could be a “failed component” but then you still need to ask “why” it could be a “dirty smoke detector” but you still have to ask “why?” (PMs not completed? Not protected from dust during construction? etc.”
Care should be taken to resist the urge to “skip ahead” through the “Whys” to the Root Cause, even if you think you know, or are certain you know the cause
Don’t hesitate to consult with as many technical or other resources as you need to get to the root cause
What are Considerations when completing a Why-Why RCA Document?