Clarke explains: \u201cA big selling point to us for Service Works Global\u2019s QFM software was its ability to handle different sets of core hours of different sites and contracts. We were able to specify the exact terms for each room in each building to ensure we could report fully on our performance. Other systems were simply not capable of doing this.\u201d <\/p>\n<\/blockquote>\n\n\n\n
Mitie was also impressed by SWG\u2019s knowledge of PPPs, which made it easy for QFM to be set up exactly as required. Clarke continues: “The team were extremely knowledgeable about how the contracts work and how complicated they can be. We found it easy to have a conversation with SWG \u2013 they understood what we needed and delivered solutions that worked.\u201d <\/p>\n\n\n\n The challenge for Mitie in managing multiple PPP projects is maintaining service quality to at least the agreed standard. The number of KPIs for the FM team varies between each contract, from around 200, where only soft services like cleaning and porterage are required, to a thousand or more where a wider range of services are supplied. <\/p>\n\n\n\n Many of the KPI service levels are associated with the facility opening hours, which means the software not only needs to manage and allocate the jobs but also intelligently calculate when they are due. For example, the main areas of a 24-hour healthcare centre could trigger a failure or deduction for an inadequate response time, but within the premises there might be offices or administration areas which are only open during standard business hours. A school may have a swimming pool with year-round public access, classrooms accessible during term time only, offices in use during school holidays but not bank holidays; Mitie require SWG\u2019s QFM to know all of this. <\/p>\n\n\n\n \u201cOne of our colleges is contracted to be open on ten Saturdays per year. I added this information to QFM and uploaded the term calendar and it works out the rest. It calculates which day a task will become due, when it will fail, and it will know to skip the days the college is closed. Most of our SLAs work in hours and minutes, but some of them work by session \u2013 for example, if a job is logged at any time during a session, it will be due before the start of the next session.\u201d <\/p>\n\n\n\n \u201cThere are a lot of intricacies that QFM can accommodate, whether it\u2019s contractual or just something that the client prefers. It\u2019s great for us to be able to meet these requests so we can minimise the amount of change and disruption for them.\u201d Clarke adds, \u201cHaving QFM means it really doesn\u2019t matter how complex the PPP contract is, we can meet the challenge.\u201d<\/p>\n<\/blockquote>\n\n\n\n Transparency and communication are the foundation of any partnership, and QFM is integral to this. Its integrated payment mechanism performs all deduction calculations, based on contract parameters, within minutes. Figures are fully auditable and can be accessed by all parties to ensure complete transparency and to strengthen partner relationships. <\/p>\n\n\n\n SWG recently worked with the Mitie systems team to implement QFM\u2019s integrated payment mechanism on one of Mitie\u2019s PPP contracts, with outstanding results. The team at SWG reviewed the contract documents and liaised with Mitie to create a clear understanding of the project and the scope of the payment mechanism (paymech). This document was then signed off by the education client, before each contract term was built into the paymech within QFM. <\/p>\n\n\n\n Clarke recalls: \u201cEnabling the client to see exactly how we will be working, and what factors will be taken into consideration, promotes more trust between us. They understand how deductions are calculated and, as a result, query less of the figures.\u201d <\/p>\n<\/blockquote>\n\n\n\n Under Mitie\u2019s previous legacy system, calculations had to be performed on spreadsheets. This was a timeconsuming process that was also prone to error, with much time dedicated to technical checking and fixing. \u201cOur commercial team were spending time looking into the spreadsheet formulae instead of just being able to just check the accuracy of deductions,\u201d says Clarke. \u201cWith QFM, it\u2019s just a matter of specifying a few parameters and clicking the generate button. It\u2019s so easy.\u201d <\/p>\n\n\n\n Mitie has over 60 facility managers and over 20 contract managers working on facilities up and down the UK, managed by one centralised help desk. All reactive requests are captured on QFM, which tracks and prioritises the work. To ensure requests are added as quickly and accurately as possible, QFM asks a series of questions which can be customised with drop down lists and automatically populated fields. This means there is less pressure on the help desk operative, because information such as which contractors have which skills, or what KPI is attached to a particular service type, is readily available in the system. QFM then notifies the contractor of the work.<\/p>\n\n\n\n QFM\u2019s traffic light system allows the help desk to easily see any jobs any jobs that are approaching their deadline and need to be followed up, which helps the team keep on track. Deadlines can be as short as five minutes for the most critical assets or services, so it\u2019s imperative that the work management process is efficient and accurate to ensure all jobs are responded to on time. <\/p>\n\n\n\n QFM generates on average 10,500 planned preventative maintenance (PPM) jobs per month, which are all automatically scheduled and allocated to operatives. Unlimited schedules can be set up for each asset, with the ability to define the work duration and priority level to allow automatic suppression of lower-priority tasks in the event of a clash. Colour-coded graphics on the system calendar highlight any weeks where PPM requirements exceed the team capacity, ensuring maintenance schedules are achievable. PPM jobs are seamlessly combined with the 9,500 reactive tasks per month, all of which can be tracked through QFM\u2019s help desk. <\/p>\n\n\n\n \u201cIt works perfectly for us, helping us improve our asset performance to deliver a more reliable service to our clients,\u201d says Clarke. \u201cAlso, it\u2019s very easy to use \u2013the system is intuitive, so you can understand what to do just by looking at the screen. It comes as second nature to our teams. It\u2019s very simple.\u201d<\/p>\n<\/blockquote>\n\n\n\n \u201cThe reporting side of QFM is phenomenal,\u201d affirms Clarke. “We can access anything we need, and it\u2019s easy for our FMs to do it themselves without contacting the help desk.\u201d<\/p>\n\n\n\n Mitie combines QFM\u2019s 250+ comprehensive report templates with customisable list reports and SAP\u00ae Crystal Reports. While Crystal reports produce large sets of data with drill down reports and summaries, for simpler reporting, QFM list reports can be quickly and easily built directly on screen by choosing columns and adding filters and timescales. <\/p>\n\n\n\n Clarke continues: \u201cWe work under very tight time constraints, so any time we can claw back during the day is beneficial. Our FM teams previously had to request reports from the busy help desk, but now they can log in to QFM from any browser and run their own in no time at all.\u201d <\/p>\n\n\n\n Data across the contracts is kept secure as different user classes or access levels can be created to accommodate the different requirements of jobs such as IT administrators, contract managers, facility managers, janitors or teachers. Each contract\u2019s public sector partner can also access the system. This could be set to read only, for example, but allow them to view a set of reports for all sites within the contract. This access takes a great deal of pressure off the help desk as users can check on the system themselves for work, updates and reports.<\/p>\n\n\n\n In addition to traditional hard and soft services, Mitie provides a bookings system for its contract of six Scottish primary and secondary schools. Classrooms and meeting room availability is managed through QFM Bookings to help ensure space is used more efficiently, eliminating any disruptive double bookings. Users can access the QFM system themselves, bypassing the help desk or school receptionist, to see which rooms are free, book single or recurring meeting, specify room layout or request services like catering or equipment, such as a smartboard. A calendar layout makes it easy to check availability, and a selection of filters, such as location and size, make searching for rooms fast and efficient.<\/p>\n\n\n\n Mitie\u2019s next big focus for their CMMS software is to roll out the QFM app to engineers\u2019 mobiles. This will QFM\u2019s Dynamic Forms are ideal for use on a mobile device, as they can be used to ensure engineer \u201cOur experience with Service Works Global has been a positive one right from the start, and any issues we\u2019ve had have been resolved quickly by the support team. We\u2019re very happy with QFM,\u201d concludes Clarke.<\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":" How Mitie use QFM P3rform to help deliver the exception every day, including managing and meeting intricate PPP terms across 32 contracts.<\/p>\n","protected":false},"featured_media":5910,"template":"","meta":{"_acf_changed":true},"industry":[39],"project-type":[48],"class_list":["post-6959","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","industry-service-providers","project-type-ppp-performance-improvements"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.swg.com\/aus\/wp-json\/wp\/v2\/case-study\/6959","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.swg.com\/aus\/wp-json\/wp\/v2\/case-study"}],"about":[{"href":"https:\/\/www.swg.com\/aus\/wp-json\/wp\/v2\/types\/case-study"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.swg.com\/aus\/wp-json\/wp\/v2\/media\/5910"}],"wp:attachment":[{"href":"https:\/\/www.swg.com\/aus\/wp-json\/wp\/v2\/media?parent=6959"}],"wp:term":[{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.swg.com\/aus\/wp-json\/wp\/v2\/industry?post=6959"},{"taxonomy":"project-type","embeddable":true,"href":"https:\/\/www.swg.com\/aus\/wp-json\/wp\/v2\/project-type?post=6959"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"Image\"](\"https:\/\/www.swg.com\/aus\/wp-content\/uploads\/sites\/19\/image-6.webp\")
<\/figure>\n\n\n\nAccommodating the intricacies<\/h2>\n\n\n\n
\n
Automated contract calculations<\/h2>\n\n\n\n
\n
Intuitive, managed work<\/h2>\n\n\n\n
\n
Data for decision making<\/h2>\n\n\n\n
Room bookings<\/h2>\n\n\n\n
Future focus<\/h2>\n\n\n\n
enable the service provider to improve job resolution times by accurately capturing job closures in real-time, rather than having to contact a help desk operative. Completion can be confirmed by capturing a client signature, and service can be evaluated using a star system to help drive performance.<\/p>\n\n\n\n
safety or competency. For example, a working at height risk assessment must be signed before work can
commence, or a check list of required steps can be completed during a job before sign off. Forms are then attached to the job in QFM to provide complete auditability.<\/p>\n\n\n\n\n