Bentley University, located on 160 acres in Waltham, MA, comprises over 2,000,000 square feet across 54 buildings. The Facilities Management Department oversees the buildings and grounds with the goal of a well-maintained campus infrastructure and the highest quality service to its customers, notably the students, faculty, staff, and external clients. We have been an INFOR EAM user for over 14 years. This software has given us the ability to transform our Facilities operations.
Originally, this department was mired in manual processing across all maintenance functions. The work order process was laborious. There was no equipment identification and PM procedures did not exist. Managers would walk through buildings looking for problems and recorded them on a notepad. Facilities Management staff was receiving requests by phone, on a form, through an email, or on a note. The 25,000 work orders each year then required staff to perform the data entry step, which was regularly backlogged, as was the resulting work. Labor resources were being underutilized, not accountable and not being scheduled properly. In a nut shell, the department was highly inefficient.
Since EAM was installed the work order process has advanced into a self-service procedure. Customers now log directly into the work order system using their unique Bentley ID. The system provides the client’s name, location, phone, email, and cost center. The client simply selects the problem from a defined list, and types additional comments or details. The request automatically loads into INFOR EAM. No one has to key in the 25,000 work requests, reducing data entry staff dramatically. Clients can now view their work request status online, also reducing the call volume to Facilities.
Over the years, we have identified key assets, setting up PM’s and inspections on key components of an equipment. Checklists are also available for our technicians as they perform their PM tasks. Technicians are processing work orders on Ipads. Machine breakdowns have been reduced and emergency call-ins have gone down. We are now tracking our deferred maintenance and capital projects within the software. We even expanded into space planning using the Infor OpenCAD plugin. Now we are able to tie back our work orders and equipment to floor plans. OpenCAD also gives us insight to whether we are maximizing our space utilization capacity. The advanced reporting function in Infor allows us to customized various reports to track staff productivity and operational efficiency. We created our own reports to monitor time and costs spent on each work order which leads to better understanding of the true cost of serving our campus. Customized reports are written to specifically target various operational areas such as labor hours, department productivity, functions scheduling/close out, cleanable space. We use these reports to analyze cost allocation and appropriate staffing needs to address any inefficiencies in the process.
With the reduction in data entry and other noted tasks, the work has become more meaningful as productivity has soared. Professional pride and responsibility has risen as trades people directly enter information about their work, resulting in a 24% productivity increase. INFOR EAM has given our department the tool it needed to become more efficient and has helped use become national recognized among higher ed facilities management groups.