Facilities Management Resources
Automated Approval System
Reduce the amount of time spent reviewing and processing maintenance tickets.
Call Center Efficiencies
In order to provide support to our stores after hours, we have a cell phone that is carried for emergency issues. We call it our “Hot Line.” The responsibility for the cell phone is rotated among the associates in the department. As store count has increased, the overtime being charged for phone duty was, on average, 20 or more hours per week. In addition to the expense, the associates were suffering from “burn out” as they were taking calls at all hours of the night, interrupting their sleep. The majority of the calls were not true emergencies.
For FMs providing the best service at the lowest possible cost is the key to cost management.
Deferred Maintenance: short term gain, long term cost?
A large national retailer wanted to increase their IVR compliance. This retailer utilizes an IVR system linked to their Client Maintenance Management System (CMMS). The existing level of compliance averaged 70% and therefore required department head count to manage vendor compliance levels.
Managing Emergency Calls
After a reduction in head count, Nike's short-handed department was burdened with the
increased frequency of the rotating on-call pager. In an environment without an auto
dispatching work order tool, and a manual call process, the pager rotation was adding fatigue
and pushing the staff towards burnout.
One of GameStop's challenges has always been to report back to upper management and the field, the dollars wasted by nonsense calls from the field. Many times they tell you what you want to hear in order to get a service call. However, when the vendor arrives it is a different story.
Using Call Centers
Call Centers can provide the answers to your stores' service needs.
Bid Metrics in Snow Removal Request for Proposals
2009 January/February Making a Splash!
2009 January/February Bonding with Procurement: Why Should I Talk to Procurement?
2009 January/February Growing Global
2009 July/August A New Shade of Green
2009 July/August Reduce, Reuse, Retail!
2009 September/October Somebody, Turn On the Lights!
2009 September/October Chill Out!
2009 SeptemberOctober Are You Certifiable?
2009 September/October Retailer Profile: Borders
2009 November/December Turning the Corner
2009 November/December Oh, Canada!
2009 November/December Water Conservation, Walmart Style
2009 November/December Retailer Profile: Walgreens
2010 January/February Best Practices: Building Facilities Department Credibility
2010 January/February Put Your Best Practices Forward
2010 January/February Retailer Profile: Na Hoku
2010 March/April Rollout Rules
2010 March/April Fill 'Er Up!
2010 March/April Roll It Over, Kick It Out, Cough It Up!
2010 March/April Maintain You: Tips For Making Your Job Search Easier
2010 March/April Operations: Developing and Usng RFPs
2010 March/April Green Solutions: The Drivers of Sustainability
2010 March/April Retailer Profile: Darden
2010 May/June HVAC Strategies
2010 May/June To Defer, Or Not To Defer?
2010 May/June Clean Carpet Is Good Business
2010 May/June Operations: A Simple Strategy to Lower Maintenance Repaint Costs
2010 May/June Maintenance: Enhance & Maintain Your Signage to Create a Vibrant Image
2010 May/June Green Solutions: Sustainability through Vendor-Retailer Partnerships
2010 MayJune Retailer Profile Beauty Brands
2010 July/August Standards, Certifications and Legislation, Oh My!
2010 July/August The Greenest of the Green
2010 July/August Management: Preventative Maintenance for Sustainable Floors
Retailer Q&A: Keeping It Green
2010 September/October PRSM Celebrates 15 Years!
2010 September/October Your Credibility Counts At Conferences & Tradeshows Too
2010 September/October Look Like You're Made of Money Even If You're not
2010 September/October Building Credibility is Key to Growing Your Business
2010 September/October Promoting Your Credibility
2010 September/October Lead the Pack With Your RFMP Certification
2010 September/October Janitorial: Reduce Cleaning Costs and Improve Operations
2010 September/October Operations: Protect Your HVAC
2010 September/October Green Solutions: Sustainable Spending
2010 September/October Retailer Q&A: Justify Thyself
2010 November/December Talk It Out
2010 November/December Management: The Road to RFP Success
2010 November/December Green Solutions: Waste Streams and Dog Sweaters
2010 November/December Retailer Profile: A.C. Moore Arts & Crafts, Inc.
2011 January/February Leading With Best Practices
2011 January/February Ignore the Hype: Auction Isn't A Bad Word
2011 January/February Revelations in Lighting: LED Product Assessment
2011 January/February Retaielr Q&A: The Times, Are They A-Changin'?
2011 March/April Disaster Planning: Surviving the Storm
2011 March/April How King of Prussia Mall and Merchants Handled a Flood of Problems
2011 March/April Disaster Planning: How to Stay Ahead of the Tempest
2011 March/April Develop a Big-Picture View
2011 March/April Fire Protection: Fire Safety Starts With Maintenance
2011March/April Don't Go At It Alone
2011 March/April Retailer Profile: Charming Shoppes
2011 May/June Defy Rising Energy Costs
2011 May/June Database Asset Management
2011 May/June Your Asset Management Fortune Cookie
2011 May/June Asset Management For Your Brand
2011 May/June Assessing Environmental Sustainability Opportunities
2011 May/June Green Solutions: Building Credibility Through Sustainability
2011 May/June Management: It's the Culture!
2011 May/June Retailer Profile: Hot Topic
2011 July/August Every Drop Counts
2011 July/August Waste and Today's Retailer
2011 July/August Walmart's Zero Waste Goal
2011 July/August Dong More With Less - And Saving Money In The Process
2011 July/August Make the Switch to Reduce Carbon
2011 July/August Selling Enterprise Management to the C-Suite
2011 July/August Green Solutions: LEED For Retail Facility Maintenance Professionals
2011 July/August Operations: Greening In Place
2011 July/August Maintenance: Parking Lots Get A Green Facelift
2011 July/August Management: Before You Call A Facilities Manager
2011 September/October Lost in Translation: Managing Retail Facilities in Europe
2011 September/October Repair or Replace? Considering the Options in Air Conditioning Refrigerants
2011 September/October Energy Efficiency Cost Savings
2011 September/October Prepare Above and Beyond with PS-Prep
2011 September/October Snow Economics
2011 September/October Green Solutions: Green Certification for Retailers
2011 September/October Maintenance: How to Improve Your Vertical Transportation Systems
2011 September/Ocober Management: "I Don't Have Time" Is A Lie!
2011 November/December Leaks and Leases
2011 November/December Planning and Communication are Keys to Black Friday Success
2011 November/December JCPenney Sustainability Initiatives
2011 November/December Retail Facilities Sourcing
2011 November/December Bucking the Trend to Cut PMs
2011 November/December Maintenance: Better Cleaning For Less Money?
2011 November/December Best Practices: Forecasting a Maintenance and Repair Budget