Organisation Process Definition and Technology Implementation

One of the largest facilities managements (HVAC, Fire & Maintenance) organisations with offices nation-wide and a total workforce of over 400 individuals and 3500 subcontractors.

The organisation had experienced exponential growth over the previous 3-5 years and the establishment of offices across Australia. This resulted in significant variation in how processes were conducted as they became “state-based”. There was the need to standardise as they were also moving to a new technology solution for maintenance.

A Maestro was initially engaged to provide the definition and capture of key business processes to inform the configuration and build of a new maintenance works management solution. This included:

• Define the processes in an “as needed” form rather than current state.  
• Ensure the new process could form the basis of the system configuration
• Ensure the process enabled best practice in field workforce management
• Meet or exceed customer requirements

This engagement became an extended body of work that included the process definition and supporting documentation of all operational and shared services processes. These areas included:

• Operations
• Finance
• Sales
• Health, safety, environment and quality
• Human resource management

This fractional role was led by one of our Maestros.

• The standardisation of process across all operational sites within Australia. The ability to accelerate the deployment of the new maintenance/service management solution.
• The definition, through process of the entire organisation which provided the ability to induct by process. The processes were created in an online repository to allow all of organisation access and ongoing management.