Quality Tools and Effective Facility Management

Trainer: Rakesh Sharma

Faculty Profile

• Rakesh Sharma started his career as an Officer of the elite Indian Army. In his career spanning over 23 years, he has handled diverse areas of Administration, Infrastructure Services, Project Management,   Recruitment and Corporate Affairs.

• Rakesh Sharma has been associated with IT & ITes businesses in India for over 15 years.

• He has to his credit the startup of four large IT / ITes companies across India & abroad, Hughes  Software, Oracle Software, Spectramind (now Wipro BPO) and Quatrro BPO.

• His in-depth knowledge of Infrastructure setup, facilities management and Call Center Associate /  Manager level recruitments has brought him many laurels.

• In the year 2004-2005, Rakesh’s Corporate Recruitment team was awarded the Mid Day DAKS Big Break  Award for HR Excellence 2004 in the segment "Organization with Innovative HR Practices" as well as the Asia Pacific HR Outsourcing Conference Award in the segment HR Excellence Best Reinvention of the HR Function.

• Rakesh Sharma is an active member of associations such as NASSCOM, IFMA (International Facility   Management Association), BPIAI (CII), ASSOCHAM, FICCI & PHD Chambers of Commerce.

INDEX

Overview

The 3C’s & 3P’s

Quality tools and Facility Management at Quatrro

Process

Productivity

Outcome

3C & 3P relationship

■ Infrastructure services focuses and operates on the 3C’s & 3P’s strategy

■ The 3P’s & C’s at a glance

▪▪ Process

▪ Communication

▪▪ PProductivity & CCost Reduction

▪▪ CCustomer Satisfaction (CSAT)

▪▪ PProjects.

Few Quality tools

KaizenTime & motion study

Pareto AnalysisDMAIC

Lean Projects

Root cause Analysis / Fish bone diagram

Control Charts

Check Sheets

Flow Charts

Run charts

Stratification

Process

■ Every activity in Infrastructure services is guided through a robust process right from the activities of

site selection / finalization, physical security system, Utilities / equipment management systems,

visitor management system, housekeeping, transportation, employee health index evaluation system

(CSat) and more….

■ The output of all these process is evaluated in terms of customer satisfaction, comfort, quality,

responsiveness, cost effectiveness etc, and are analyzed under the productivity head, exploring

possibilities of maximizing outputs under the Kaisen theory of continuous improvement.

Stratification - Site Selection Process

DMAIC - Savings achieved on Electricity Cost

9

Final Outcome….

•Monitoring processes help enhance productivity, implement new ideas, help deploy quality tools, makes deployment of stringent monitoring techniques easier . All these activities help in contributing towards cost saving / optimizing opex costs, thus impacting the overall productivity of the organisation.

■ The below month on month data indicates, the importance of what a robust process and better productivity, can lead to. Net Net the average facility opex cost / Sqft was recorded @ INR 54.10/Sqft as against INR 65.57 /sqft/per month.