Maintenance Services Aldo Gangi Manager Maintenance amp Minor Works 11 th July 2013 28th February 2011 Contractor Performance Management 2 Agenda 1 Contextual Overview 2 Strategy Development ID: 705174
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Slide1
Monitoring Contractor Performance – Maintenance Services
Aldo GangiManager Maintenance & Minor Works 11th July 2013Slide2
28th February 2011
Contractor Performance Management
2
Agenda
1 Contextual Overview
2 Strategy Development
3 Managing Expectations
4 Monitoring Contractor Performance
5 Performance
Monitoring Culture & ToolsSlide3
28th February 2011
Contractor Performance Management
3
Contextual Overview
Estate Portfolio
168 buildings across six campuses
674,887
m
2
Gross
Floor
Area
and
over
60 Ha of Grounds585 Registered contracting companies4018 Inducted contracting employeesService Contracts39 Service contractsValued at $13.15M p.a. (2012)Attending to 49,511 work orders per annum (2012)Slide4
11
th
July 2013
Contractor Performance Management
4
Strategy Development
Service Delivery Model
Service level delivery
Set
frequency/Manufactures rec.
Condition based
Contract Manageability
Size of contract
Service inclusion
Alignment with market Slide5
11
th
July 2013
Contractor Performance Management
5
Managing Expectations
Partnering Principles
Alliancing objectives
Primary points of contact
Communication methods and frequency
Detailing of contract performance expectations in tender documentation that:
Clearly identify KPI’s
Outline performance monitoring methodologies & frequencies
Stipulate performance management actions
Work Type Prioritisation
Outline work priorities levels c/w examplesSlide6
11
th
July 2013
Contractor Performance Management
6
Managing Expectations cont.
Key Performance Indicators (KPI)
Timeliness
Cost of service
Quality and improvement of service
Occupation Health & Safety
Customer Satisfaction
Asset information
Maintain asset lists
Asset renewal prioritisation Slide7
11
th
July 2013
Contractor Performance Management
7
Monitoring Contractor Performance
Operational Monitoring
Monthly meeting with contractors
Monitor performance against contract (esp. time, quality & cost)
On-site contractor sign in (OHS)
Category Management
Annual assessment against contract KPI’s
Test alignment with organisational objectives
Contract renewal / market engagement recommendationsSlide8
11
th
July 2013
Contractor Performance Management
8
Monitoring Contractor Performance cont.
Key Performance Indicators
Average time taken to complete – by priority
Average cost of work type
Average hours per work order
Compliance with
On-site contractor sign in
& inductions (OHS)
Compliance
statutory reporting
Measuring approaches% compliance against a pre set benchmark Mean Time to Repair (MTTR)Penalty point systemSlide9
11
th
July 2013
Contractor Performance Management
9
Performance Monitoring Culture & Tools
Contract management culture
Understanding of contractor performance and service delivery
Organisational structure
Appropriate alignment of contract supervisors, category managers and administrative staff
Monitoring Tool(s)
Computerise Maintenance Management System (CMMS)
Work order priority
setting
Analysis and trending