4. Why have business process
improvement?
Dissemination Layer
Presentation Layer
Support Systems
Needs Spatial Finance Resource HRIMS Health &
Analysis Analysis Management Planning Safety
Traditional
area of
Asset Management Systems
focus
Asset Register Condition Work flow Field Devices
Assessment
Enterprise Data Model
Foundation
Business Processes
Project Management Processes (PMO) – Level 1
Core Processes – Level 2
5. Business Processes
• Standardising terminology
• Business Goal
– Behaviour: ‘One Downer Way’ across contracts
– Customised to the way we do business
• Features
– Standardising commercial framework
– Provision of process mapping
– Consistent system setups
– Consistent data and reporting
– Training, documentation held centrally
8. Landscape Process – High level
Maintenance Management Process – Downer NZ (Transport – Road)
Phase
Customer
Start
Customer Capture Customer End
Feedback1 Customer
Client Customer
Management
Customer Non - Downer
Determine Action by
Service
Team
appropriate Dept. appropriate party
Centre2
Downer
related
Management
Client Asset
Team
Optimise funding Maintenance
Start Asset Document 10-year
and long-term asset Intervention
Client Register3 asset renewal plan
need Strategy
Resource Update Asset
Review productivity
management Register with As-
results4
system Built data
Asset renewal
recommended
Maintenance
Downer
Asset specific Job recommended Review Maintain 3-month
Start Identify defects on Identify best Maintenance Execute End
inspection schedule Management Resource rolling programme Process claim
Downer assets value solution All-Faults List physical work Client & Downer
(based on asset risk) System Capacity of work5
Not Enough
Resource
Reprioritise work
8
9. Execute Contract – Plan: Optimise Routine Maintenance (monthly for 3 month rolling programme) 3-May-12
Supervisor Page 1 of 4
Foreman/
C
Manager
Contract
Extract routine Identify other Review against
Review faults Schedule against A
maintenance similar work types Contract Strategy
against FWP allowable budget
faults nearby (Contract MIS)
Divisional
Managerf
Consultant
Engineer/
Asset Mgr,
Engineer
Contract
Extract routine Identify other Review against
Review faults
maintenance similar work types Contract Strategy
against FWP
faults nearby (Contract MIS)
Client
Systems
JMS FWP PRS, Intranet
10. Execute Contract – Plan: Optimise Routine Maintenance (monthly for 3 month rolling programme) 25-Jan-12
Manager Page 2 of 4
Contract
Schedule based Schedule against
Schedule against
A on known Assign Analyse forecast external time
available
productivity to programme month margin (3 month) constraints (ie
resources
date deadline)
Divisional
Manager
Review resource
capacity across B
geographic area
Supervisor
Foreman/
Schedule based
Schedule against
on known
available
productivity to
resources
date
Asset Mgr,
Engineer
Contract
Schedule based Schedule against
on known external time
productivity to constraints (ie
date deadline)
contractors
Suppliers/
Schedule against
Sub-
available
resources
Client
Systems
Productivity Productivity
JMS
Reporting System Reporting System
11. Execute Contract – Plan: Optimise Routine Maintenance (monthly for 3 month rolling programme) 25-Jan-12
Manager Page 3 of 4
Contract
B Perform resource approved Assign resource to Execute changes D
Seek approval Decide approval
levelling dispatch in JMS
one or more
Divisional
Manager
Perform resource
levelling
Supervisor
Supp/Sub-
contractor,
Foreman/
Perform resource Assign resource to
levelling dispatch
Consultant
Engineer/
Decide approval
Client
Decide approval
not
Manager,
Contract
Contract
approved
Admin
C
Update status
Systems
Regional JMS JMS JMS
12. Execute Contract – Plan: Optimise Routine Maintenance (monthly for 3 month rolling programme) 25-Jan-12
Page 4 of 4
Contract Manager
Produce Forecast
D
Margin Report for
F&A Manager
F&A Manager
Receive forecast
Margin Report
Divisional
Manager
Client
Systems
Productivity
Reporting System
13. What we learnt on the way
• Standardising roles
• Development of robust job
descriptions
• Organisational structure (relevant for
larger organisations)
14. Building on business processes
Dissemination Layer
Presentation Layer
Support Systems
Needs Spatial Finance Resource HRIMS Health &
Analysis Analysis Management Planning Safety
Asset Management Systems
Asset Register Condition Work flow Field Devices
Assessment
Enterprise Data Model
Business Processes
Project Management Processes (PMO) – Level 1
Core Processes – Level 2 14
20. Why have business process
improvement?
Dissemination Layer
Presentation Layer
Support Systems
Needs Spatial Finance Resource HRIMS Health &
Analysis Analysis Management Planning Safety
Asset Management Systems
Asset Register Condition Work flow Field Devices
Assessment
Enterprise Data Model
Business Processes
Project Management Processes (PMO) – Level 1
Core Processes – Level 2
Example: Reviewing a sophisticated contract last week, complex asset management report that unless you were a specialist you would not understand, senior decision makers could not understand.Business process improvement is about capturing and managing knowledge and wisdom as an asset.
The foundation of what we do.Often people blame the technology and there is a cycle of system replacement, however more often than not it is the underlying processes that are the problem.
The shaded boxes are where ‘key’ performance measures are undertaken to pin the process. Therefore the KPIs are few in number and targeted.
Highlights the connection between the process and the tools (systems)
BPM is a good way to see the organisation in a different way, i.e. the devil in the detail.
Standardisation is critical to innovate. 2 years ago we discussed at the RIMS Forum the need for an enterprise data model for asset data.
Being a contractor we got into the depths of detail.
Created intelligent tools to standardise and improve data quality
They are the foundation of what we do.
Through data mining we looked for trends of activities that were not initially apparent and discovered opportunities for improvement.We can are beginning to mine data a different way, that allows for other commercial opportunities.
If you had a keen eye on the BPM I showed earlier you would have seen a change in dates, this is because we had gone through and updated our BPM on what we had learnt.Using the ‘AS IS’ and ‘TO BE’