Il documento descrive il progetto Archibus di Manital che si è aggiudacata durante l'Archibus International User's Conference il premio Archibus TIFM Visionary of the year aword. Il progetto è stato sviluppato con la consulenza di eFM.

1. The choice of ARCHIBUS to
manage core business
Orlando - March 29, 2011
18 aprile 2011 Il Gruppo Manital
Pagina 1

2. The MANITAL Group: Introduction
Manital Group, established in 1993 as a consortium
of companies, today is a leader in providing
services to real estate assets. Its specialization in
facility management and attention to governance
of the services provided make it an indispensable
point of reference in the integrated services.
Manitalidea SpA, the major Company of the Group,
has identified its engineering of service as its
core business.
Overall, the Group manages more than 1,800 direct
employees with different technical specializations
through its operating divisions, throughout Italy.
Besides, the company also has an internal
engineering structure that can assist Clients in the
whole process: starting from the design phase of
turnkey works, to the implementation stage.
18 aprile 2011 Il Gruppo Manital
Pagina 2

3. Our Clients: some figures
PUBLIC SECTOR INDUSTRIES
Managed through ARCHIBUS Managed through ARCHIBUS
from April 2010 from January 2011
Clients: 60 Clients: 9
Buildings: 400 Buildings: 60
Sq Ft: 20 millions Sq Ft : 1 million
BANKS
Managed through ARCHIBUS
from January2011
Clients: 10
Buildings: 800
Sq Ft : 2,5 millions
18 aprile 2011 Il Gruppo Manital
Pagina 3

4. Our Clients: some specificities
PUBLIC SECTOR
Managed through ARCHIBUS
from April 2010
In particular, we manage facility services
Clients: 60
in one of the most important public
offices of the Italian Government: the
Buildings: 400
State Mint, where our €€€ are coined!
Sq Ft: 20 millions
18 aprile 2011 Il Gruppo Manital
Pagina 4

5. Manital chooses ARCHIBUS…
The ARCHIBUS project starts when Manital wins the Consip bid, the Italia Public Agency in
charge for optimization of public procurement of goods and services.
The reason for choosing ARCHIBUS relies on the matching fit between each module
functionalities and the project requirements.
Genesis of the Project
Operations: maintenance, cleaning, move,
landscaping
Service desk and Call Center This is only the start!
Preventive maintenance and other planned
activities
SLA and KPI monitoring
Space and Equipment management
18 aprile 2011 Il Gruppo Manital
Pagina 5

6. Manital chooses ARCHIBUS to manage core business
Starting from an average of 20-30 clients managed per year Manital expects to reach
130 clients at the end of 2011.
Manital had to think about a new organization supported by a information technology
platform.
The ARCHIBUS project starts with the aim of:
Manage contracts;
Manage services provided.
ARCHIBUS enters in the core of
Manital’s activities and
becomes main player!
18 aprile 2011 Il Gruppo Manital
Pagina 6

7. Contract management
“The contract is the main tool by which we attribute a precise
value in terms of requirement implementation and
commitment to achieve results. For us the contract is a way to
establish a flexible partnership with the Client in order to share
long-term values, from reengineering to process optimization”.
(from Manital web-site)
NEEDS
Simplify and Integrate the management of a significant number of contracts and clients
Build a unique and complete platform for all buildings and equipment
Monitor activity costs and revenues through simple instruments
Simplify billing processes, integrating ARCHIBUS contract information with SAP Sales
Management processes.
18 aprile 2011 Il Gruppo Manital
Pagina 7

8. ENABLING FACTORS: Sales process
Thanks to ARCHIBUS implementation, we are now able to:
Monitor project timing and documents management;
Simplify the new contract database;
Obtain a single instrument of all contractual
documents.
In less than a year, Manital has acquired 79 different
Clients by at least 65 different contracts (60 for Public
Clients, 19 for Private Clients – Industrials or Banks);
1.221 buildings for about 30 millions sq feet.
Every year Manital manages with ARCHIBUS about
5.000 on demand work requests, 120.000 preventive
maintenance work orders spread on whole national
area.
18 aprile 2011 Il Gruppo Manital
Pagina 8

9. ENABLING FACTORS: Sales process
We use an important monitoring tool, where all strategic decisions in acquiring a new Client are taken: it's
called Contract Acceptance Report.
First of all we can find the name of the Client and its status (Prospect, Request for proposal, Proposal sent,
Contract signed) together with all the commercial activities planned and/or performed.
18 aprile 2011 Il Gruppo Manital
Pagina 9

10. ENABLING FACTORS: Sales process
We use an important monitoring tool, where all strategic decisions in acquiring a new Client are taken: it's
called Contract Acceptance Report.
First of all we can find the name of the Client and its status (Prospect, Request for proposal, Proposal sent,
Contract signed) together with all the commercial activities planned and/or performed.
18 aprile 2011 Il Gruppo Manital
Pagina 10

11. ENABLING FACTORS: Sales process
We use an important monitoring tool, where all strategic decisions in acquiring a new Client are taken: it's
called Contract Acceptance Report.
First of all we can find the name of the Client and its status (Prospect, Request for proposal, Proposal sent,
Contract signed) together with all the commercial activities planned and/or performed.
18 aprile 2011 Il Gruppo Manital
Pagina 11

12. ENABLING FACTORS: Sales process
We use an important monitoring tool, where all strategic decisions in acquiring a new Client are taken: it's
called Contract Acceptance Report.
First of all we can find the name of the Client and its status (Prospect, Request for proposal, Proposal sent,
Contract signed) together with all the commercial activities planned and/or performed.
18 aprile 2011 Il Gruppo Manital
Pagina 12

13. ENABLING FACTORS: Contract management
Manital’s objective was to integrate a range of contract management processes through a unique,
comprehensive database, though the are different features among public contracts, industrial
contracts or services for banks and assurance companies.
This database contains all contracts information regarding:
buildings and equipment
under contract; oun;
service level agreements;
planned and preventive
maintenance/activity;
billing terms and conditions;
organization and
operational contacts;
all technical and
contractual documents.
18 aprile 2011 Il Gruppo Manital
Pagina 13

14. ENABLING FACTORS: Invoice Management
As ARCHIBUS contains all data relating to contracts, Manital needs an automatic data transition from
ARCHIBUS to SAP, in order to:
make the invoices as automated as possible; Less Effort
ensure the invoices contains no mistakes. More Accuracy
All the monthly data on work developed and revenue generated reside on ARCHIBUS (no SAP).
Each contract has:
data on service fixed compensation:
data on extra activities, different every month
DB Link
18 aprile 2011 Il Gruppo Manital
Pagina 14

15. Operation Management: Needs and Goals
Manital chose ARCHIBUS in a context of strong organizational change.
NEEDS
Manage and monitor activities on each area
Monitor workforce productivity within each area
Effectively manage the start up of new contracts Like a little
Improve response times to customers revolution
Reduce time to update the information on the
work done, in terms of both effort and time
elapsed
18 aprile 2011 Il Gruppo Manital
Pagina 15

16. Operations Management: Organization
In order to better serve its Clients, Manital has embarked on a business process reengineering. At
the moment of the choice, Manital needed a slim organization to manage more effectively
operational activities.
ORGANIZATION CHART ORGANIZATION CHART
Before BPR After BPR
Key
Accounts
Area Governance Work teams
Manager Desk
Work teams
Facility Facility
Manager Manager
Work teams
Work teams Work teams
18 aprile 2011 Il Gruppo Manital
Pagina 16

17. ENABLING FACTORS: Governance Desk
Composed by professionals, the Governance
Desk is able to:
assign tasks;
monitor actions status;
optimize plans of activities studying
buildings and equipments localization.
18 aprile 2011 Il Gruppo Manital
Pagina 17

18. ENABLING FACTORS: Using mobile devices
Play
Movie
18 aprile 2011 Il Gruppo Manital
Pagina 18

19. ENABLING FACTORS: Using mobile devices
Mobile devices simplify and realize the interaction between Mobile workers
Users and ARCHIBUS, and they improve processes and who are not at their
business performance: desk or in front of
reducing time; their laptop are
eliminating training costs; those benefiting
increasing data compliance; the most from the
optimizing operational activities. system.
The technology is there, though not
visible: you get the benefits, improve your
work without any additional efforts.
18 aprile 2011 Il Gruppo Manital
Pagina 19

20. ENABLING FACTORS: Using mobile devices
With each email, that corresponds to a
work request, the stakeholders can:
Take charge of a job request:
Accept - Reject
Manage on Demand Work:
Close - Stop - Pause
Express the execution of the work:
Solved - Not solved
18 aprile 2011 Il Gruppo Manital
Pagina 20

21. ENABLING FACTORS: Using mobile devices
EXAMPLE:
EXAMPLE: HANDLING A WORK ORDER
Following the assignment of a Work Order by the Government Desk, an e-mail is sent to the
technician in charge of the Work Order.
Within this email there are two buttons (links) that automatically generate a pre-compiled e-
mail for the acceptance or rejection of the activity.
By this, the
Governance Desk
controls all
activities status and
knows which
ACCEPT REJECT worker is in charge
of work order.
After acceptance, the worker
receives an e-mail with all the details
and the work order attachment.
18 aprile 2011 Il Gruppo Manital
Pagina 21

22. ENABLING FACTORS: Using mobile devices
EXAMPLE:
EXAMPLE: MANAGING ON DEMAND WORK
Shortly before the scheduled completion of
work, the worker receives another e-mail with
which he can communicate the successful
resolution of the fault and that he is ready to
accept a new workorder.
Worker can
select:
Successful Work not covered in
resolution Manital contract
Need for specific Need for specific
trade parts or supplies
Building access Need for quoting the
forbidden job
18 aprile 2011 Il Gruppo Manital
Pagina 22

23. ENABLING FACTORS: Using mobile devices
EXAMPLE:
EXAMPLE: EXPRESS THE COMPLETION OF THE WORK
When workers communicate the resolution
of the fault, ARCHIBUS automatically sends
an email to the Client, in particular to the
requestor, in which we notify the
completion of the work request.
Requestor
can select:
SOLVED NOT SOLVED
18 aprile 2011 Il Gruppo Manital
Pagina 23

24. ENABLING FACTORS: Location Monitoring System
!
Governance
Desk
Optimizing Operations
18 aprile 2011 Il Gruppo Manital
Pagina 24

25. ENABLING FACTORS: Location Monitoring System
1. Show list of work
requests
2
1
2. Select
Technician
18 aprile 2011 Il Gruppo Manital
Pagina 25

26. ENABLING FACTORS: Location Monitoring System
Building with
pending work
orders work
order list
work
order
details
18 aprile 2011 Il Gruppo Manital
Pagina 26

27. ENABLING FACTORS: Location Monitoring System
work
order list
Worker(s)
currently
assigned to this
area/building work
order
details
18 aprile 2011 Il Gruppo Manital
Pagina 27

28. ENABLING FACTORS: Dashboard
On the dashboard, we are extending our
reporting system connecting it directly to
ARCHIBUS in order to give our operator and
our clients all the needed information on the
services provided.
For our operator and our key account we are
developing a report providing them for
example:
Work requests opened, per year per month, per clients, per type of service, etc.
Work requests closing trend;
Job quotation prepared, accepted, refused, etc.
Key performance indicator: number of employees per clients, per request, etc.
The aim is to give our operator and our key accounts an accurate overview of
the service provided.
18 aprile 2011 Il Gruppo Manital
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29. 18 aprile 2011
Pagina 29
Il Gruppo Manital
www.manital.it