Performance Improvement Through

Benchmarking and Performance

Measurement

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

In The Beginning

• RFP developed for operational study

• Three firms responded

• One proposed to provide a management team and save big $$

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

The DealThe Deal• Proposed a budget based on FY 1989 actual

• Provided a documented plan of cost-saving ideas

• Budget to stay at 1989 levels for 5 years, plus UM-wide increases

• We keep all savings for facilities renewal/campus improvements

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Why Benchmark and Performance Measures?

• Business and Finance VP’s want them– They measure bookstore revenue– Endowment return

• Establishes a starting point to measure improvements

• Creates an atmosphere that fosters data-driven decision making

• Generates savings to be used for unfunded deferred maintenance projects

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Financial Performance• Labor and Materials

• Utilities

• Environmental Services Contract

• Outside Services

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

How We Track Our Budget

• Cost per Square Foot

• Cost by Function

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Cost by Functional Areas

• Labor

• Materials

• Outside Services

• Miscellaneous

• Labor

• Materials

• Outside Services

ZoneZone EnergyEnergy

Total TotalNot to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Cost by Functional Areas Cost by Functional Areas (continued)(continued)

• Housekeeping-Basic

• Housekeeping-Extra

• Grounds-Basic

• Grounds-Extra

• Waste

• Recycling

• Electric

• Chilled Water

• Water

• Sewer

• Natural Gas

Environmental Services Contract

Total Total

Utilities

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Name S.F. Labor Materials O/S Misc. Total $/S.F.

Ashe 75,800 34,757 9,988 13,480 1,505 59,730 $0.79

Physics 73,000 12,569 2,134 4,931 77 19,711 $0.27

Total Zone 148,800 47,326 12,122 18,411 1,582 79,441 $0.53

$/S.F. $0.32 $0.08 $0.12 $0.01 $0.53

Buildings

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Utilities Performance Measures

•Electricity - Kilowatts/Square FootDollars/Square Foot

•Gas - Therms/Square FootDollars/Square Foot

•Water - Cubic Feet/Square FootDollars/Square/ Foot

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

How We Do It

• Lotus or Excel Spreadsheet

• Data entry totals only

• Sort by highest monthly increase

• Reports go to Facilities Managers for action

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

0

5

10

15

20

25

30

KW

H p

er S

qFt

KWH / SF(YTD May)

26.35 20.19 19.98

FY89 FY99 FY00

0.0000

0.0200

0.0400

0.0600

0.0800

0.1000

0.1200

Gas Consumption Therms / SF (May)

0.1174 0.0770 0.0703

FY99 FY00 FY01

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

90,000

Con

sum

ptio

n

Water Consumption in CCF (YTD May)

81,697 83,177 80,388

FY99 FY00 FY01

ResultsNot to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

EFFICIENCY IMPROVEMENTTHROUGH

PERFORMANCE MEASUREMENT

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Cleanup2.3%

Paperwork3.7%

Idle7.1%

Getting Parts6.7%

Trouble Shoot9.8%

Working30.1%

Talking8.2%

Travel22.2% Breaks

9.9%

Physical Plant Labor StudyMay 1995

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Physical Plant Labor StudyMay 1995

Cleanup2 people

Paperwork3 people

Idle6 people

Getting Parts6 people

Trouble Shoot8 people

Working26 people

Talking7 people

Travel19 people Breaks

8 people

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

0

5

10

15

20

25

Non-Productive Time

Travel

22%

9.8%

3.7%

9.9%8.2%

7.1%6.7%

2.3%

Breaks T.S. Talking Idle Get Parts Paperwork Cleanup

Percentages

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Physical Plant-1995

DIRECTOR

Assistant Director for Operations

Assistant Director Energy & Utilities

Carpentry

Painting

Plumbing

Support

Svcs

Zone

1

Zone

2

Zone

3

Electrical

H

V

A

C

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Physical Plant-1997DIRECTOR

Academic

Maint.

Zone

1

Academic

Maint.

Zone

2

Housing

Maint.

Zone

Auxiliary

Maint.

Zone

ProjectsEnergy

and

Utilities

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Physical Plant Labor StudyWork Breakdown (May 1997)

65%

1

Paperwork2%

Idle

1%Talking

1%

Working

Travel

18%

Breaks

4%

Trouble Shoot3%

Getting Parts6%

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Indicators of Efficiency and Improvements

•109% improvement in productivity after reorganization in 1997, compared to 1995

•63% reduction in service response time from 18.1 days in 1995 to 3 days in 2001

•Improvement in preventive maintenance work order completion, from 43% in 1995 to 96% in 2001

•90% increase in average square feet maintained per employee, from 31,000 in 1989 to 67,000 in 2001

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Indicators of Efficiency and Improvements

•98% customer satisfaction for fiscal year 2001; based on customer comment cards stating that service was good or great.•44% reduction in sick leave used from fiscal year 1997 to 2001; capturing 2440 hours of additional work time.

•Decrease in the academic building Facilities Condition Index (FCI) from 11.9% in 1993 to 3.1% in 2001.•38% reduction in Overtime used from fiscal year 1997 to 2001.

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

0

200

400

600

800

1000

1200

MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN

OPEN CLOSED BACKLOG

Housing FacilitiesMonthly Work Order Count

June 2001

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Housing Work Orders8/19/00 to 9/15/00

Pm's

5% Air Conditioning

16%

Plumbing

12%

Electrical

15%

Carpentry

27%

Trucking

25%

Painting

0%

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Furniture Repair

31%

Tile Repair3%

Leak Repair6%

Hurricane Prep/Recovery

11%

Miscellaneous Repairs

4%

Toilet/Bathroom Repairs

6%

Door Repairs16%

Windows/Blinds Shutter Repair

23%

Housing Carpentry Work Orders8/19/00 to 9/15/00

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Housing FacilitiesResponse Days

0

0.5

1

1.5

2

2.5

MEDIAN 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1

MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN

June 2001

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Sign ShopBacklog Work Orders

19%

0%

0%

4%

20%

18%

0% 0%0%

0%

0%

0% 0%

0

5

10

15

20

25

30

MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR

Under 30-Days O ver 30-Days percent> 30-Days

March 2001

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Housing Elevator Problems(08/19/2000 to 09/15/2000)

1 1

1

1

1

1

2

1

1

2

4

1

1

2

5

1

3

4

1

1

0

1

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3

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6

7

8

9

Nu

mb

er o

f In

cid

ents

Wals

h

Comm

ons

Pentla

nd

Eaton

Rosbo

roug

h

Pears

on

Mah

oney

McD

onald

Building

Items down shaft

Shaking/Noise

Fire Service

Other

Vandalism

Doors

Stuck

Not Working

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

0

20

40

60

80

100

120

OC

T

NO

V

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C

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FE

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P

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C

JA

N

FE

B

MA

R

A1 A2 AUX EM H1

Completed Preventive Maintenance Work Orders

Percent by Month by Zone

1997 1998

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

0

20

40

60

80

100

120

MA

Y

JU

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Y

JU

N

A1 A2 AUX EM H1 FS

Completed Preventive Maintenance Work Orders

Percent by Month by Zone

1999 2000

June 2001

2001

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Performance IndicatorsCustomer Comment Cards

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Physical Plant - Sicktime ComparisonFiscal Years 98, 99, 00 and 01

5574

321733393134

0

1000

2000

3000

4000

5000

6000

FY98 FY99 FY00 FY01

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Physical Plant - Overtime ComparisonFiscal Years 98, 99, 00 and 01

33603111

3480

5054

0

1000

2000

3000

4000

5000

6000

FY98 FY99 FY00 FY01

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Facilities Condition Index

•Based on the NACUBO/APPA concept

•Based on annual re-assessment of University Facilities

•Shared with the Board of Trustees and Deans

•Used by FP&C as a programming tool for renovations

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.

Physical PlantPerformance Measures

Facilities Condition Index (FCI)Labor StudyWork Order Completion RatesResponse TimeBacklogPreventive Maintenance Completion PercentageWork Order Completion/EmployeeO&M Costs/Square Foot/FunctionCustomer SatisfactionOvertime CostsSick Time Usage

Not to be reproduced without the expressed written consent of the University of Miami - Facilities Administration Department.