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Il Gruppo ManitalPagina 118 aprile 2011

The choice of ARCHIBUS to manage core business

Orlando - March 29, 2011

The MANITAL Group: Introduction

Manital Group, established in 1993 as a consortium

of companies, today is a leader in providing

services to real estate assets. Its specialization in

facility management and attention to governance

of the services provided make it an indispensable

point of reference in the integrated services.

Manitalidea SpA, the major Company of the Group,

has identified its engineeringengineering ofof serviceservice asas itsits

corecore businessbusiness.


corecore businessbusiness.

Overall, the Group manages more than 1,800 direct

employees with different technical specializations

through its operating divisions, throughout Italy.

Besides, the company also has an internal

engineering structure that can assist Clients in the

whole process: starting from the design phase of

turnkey works, to the implementation stage.

Our Clients: some figures

PUBLIC SECTOR

BANKS

Clients: 60

Buildings: 400

Sq Ft: 20 millions

Managed through ARCHIBUS from April 2010

INDUSTRIES

Clients: 9

Buildings: 60

Sq Ft : 1 million

Managed through ARCHIBUS from January 2011


BANKS

Clients: 10

Buildings: 800

Sq Ft : 2,5 millions

Managed through ARCHIBUS from January2011

Our Clients: some specificities

In particular, we manage facility services

in one of the most important public

offices of the Italian Government: the

State Mint, where our €€€ are coined!

PUBLIC SECTOR

Clients: 60

Buildings: 400

Sq Ft: 20 millions

Managed through ARCHIBUS from April 2010


Manital chooses ARCHIBUS…

The ARCHIBUS project starts when Manital wins the Consip bid, the Italia Public Agency in

charge for optimization of public procurement of goods and services.

The reason for choosing ARCHIBUS relies on the matching fit between each module

functionalities and the project requirements.

Operations: maintenance, cleaning, move,

landscaping

GenesisGenesis of the Projectof the Project


landscaping

Service desk and Call Center

Preventive maintenance and other planned

activities

SLA and KPI monitoring

Space and Equipment management

ThisThis isis onlyonly the start!the start!

Manital chooses ARCHIBUS to manage core business

Starting from an average of 20-30 clients managed per year Manital expects to reach

130 clients at the end of 2011.

Manital had to think about a new organization supported by a information technology

platform.

The ARCHIBUS project starts with the aim of:

� Manage contracts;

� Manage services provided.


� Manage services provided.

ARCHIBUS ARCHIBUS entersenters in the in the corecore of of

Manital’s Manital’s activitiesactivities andand

becomesbecomes mainmain player!player!

Contract management

“The contract is the main tool by which we attribute a precise

value in terms of requirement implementation and

commitment to achieve results. For us the contract is a way to

establish a flexible partnership with the Client in order to share

long-term values, from reengineering to process optimization”.

(from Manital web-site)

NEEDS


� Simplify and Integrate the management of a significant number of contracts and clients

� Build a unique and complete platform for all buildings and equipment

� Monitor activity costs and revenues through simple instruments

� Simplify billing processes, integrating ARCHIBUS contract information with SAP Sales

Management processes.

NEEDS

ENABLING FACTORS: Sales process

Thanks to ARCHIBUS implementation, we are now able to:

� Monitor project timing and documents management;

� Simplify the new contract database;

� Obtain a single instrument of all contractual

documents.

In less than a year, Manital has acquired 79 different

Clients by at least 65 different contracts (60 for Public


Clients by at least 65 different contracts (60 for Public

Clients, 19 for Private Clients – Industrials or Banks);

1.221 buildings for about 30 millions sq feet.

Every year Manital manages with ARCHIBUS about

5.000 on demand work requests, 120.000 preventive

maintenance work orders spread on whole national

area.

ENABLING FACTORS: Sales processWe use an important monitoring tool, where all strategic decisions in acquiring a new Client are taken: it's

called Contract Acceptance Report.

First of all we can find the name of the Client and its status (Prospect, Request for proposal, Proposal sent,

Contract signed) together with all the commercial activities planned and/or performed.


Manital’s objective was to integrate a range of contractcontract managementmanagement processesprocesses through a unique,unique,

comprehensivecomprehensive databasedatabase, though the are different features among public contracts, industrial

contracts or services for banks and assurance companies.

This database contains all contracts information all contracts information regarding:

� buildings and equipment

under contract; oun;

� service level agreements;

� planned and preventive

ENABLING FACTORS: Contract management


� planned and preventive

maintenance/activity;

� billing terms and conditions;

� organization and

operational contacts;

� all technical and

contractual documents.

ENABLING FACTORS: Invoice Management

As ARCHIBUS contains all data relating to contracts, Manital needs an automatic data transition from

ARCHIBUS to SAP, in order to:

� make the invoices as automated as possible;

� ensure the invoices contains no mistakes.

All the monthly data on work developed and revenue generated reside on ARCHIBUS (no SAP).

Each contract has:

� data on service fixed compensation:

Less Effort

More Accuracy

Less Effort

More Accuracy


� data on extra activities, different every month

DB Link

Operation Management: Needs and Goals

Manital chose ARCHIBUS in a context of strong organizational change.

NEEDS

LikeLike a a littlelittle

revolutionrevolution

� Manage and monitor activities on each area

� Monitor workforce productivity within each area

� Effectively manage the start up of new contracts

� Improve response times to customers


revolutionrevolution�

� Reduce time to update the information on the

work done, in terms of both effort and time

elapsed

Operations Management: Organization

ORGANIZATION CHART

Before BPR

Area

ORGANIZATION CHART

After BPR

Governance Work Work teamsteams

In order to better serve its Clients, Manital has embarked on a business process reengineering. At

the moment of the choice, Manital needed a slim organization to manage more effectively

operational activities.

KeyAccounts


Area Manager

FacilityManager

Work teams

FacilityManager

Work teams

Governance Desk

Work Work teamsteams



ENABLING FACTORS: Governance Desk

Composed by professionals, the Governance

Desk is able to:

� assign tasks;

� monitor actions status;

� optimize plans of activities studying


� optimize plans of activities studying

buildings and equipments localization.

ENABLING FACTORS: Using mobile devices

Play

Movie


Movie


Mobile devices simplify and realize the interaction between

Users and ARCHIBUS, and they improve processes and

business performance:

� reducing time;

� eliminating training costs;

� increasing data compliance;

� optimizing operational activities.

Mobile workers

who are not at their

desk or in front of

their laptop are

those benefiting

the most from the

system.

Mobile workers

who are not at their

desk or in front of

their laptop are

those benefiting

the most from the

system.


� optimizing operational activities. system.system.

The technology is there, though not The technology is there, though not

visiblevisible: you get the benefits, improve your

work without any additional efforts.


With each email, that corresponds to a

work request, the stakeholders can:

� Take charge of a job request:

Accept - Reject

� Manage on Demand Work:

Close - Stop - Pause


� Express the execution of the work:

Solved - Not solved


EXAMPLEEXAMPLE:: HANDLINGHANDLING AA WORKWORK ORDERORDER

Following the assignment of a Work Order by the Government Desk, an e-mail is sent to the

technician in charge of the Work Order.

Within this email there are two buttons (links) that automatically generate a pre-compiled e-

mail for the acceptance or rejection of the activity.

By this, the

Governance Desk

controls all


ACCEPT REJECT

After acceptance, the worker

receives an e-mail with all the details

and the work order attachment.

controls all

activities status and

knows which

worker is in charge

of work order.


EXAMPLEEXAMPLE:: MANAGINGMANAGING ONON DEMANDDEMAND WORKWORK

Shortly before the scheduled completion of

work, the worker receives another e-mail with

which he can communicate the successful

resolution of the fault and that he is ready to

accept a new workorder.

Worker can


Successfulresolution

Work not covered in Manital contract

Worker can

select:

Need for specifictrade

Building accessforbidden

Need for specificparts or supplies

Need for quoting the job


EXAMPLEEXAMPLE:: EXPRESSEXPRESS THETHE COMPLETIONCOMPLETION OFOF THETHE WORKWORK

When workers communicate the resolution

of the fault, ARCHIBUS automatically sends

an email to the Client, in particular to the

requestor, in which we notify the

completion of the work request.


Requestor

can select:

SOLVED NOT SOLVED

ENABLING FACTORS: Location Monitoring System

!


Governance Desk

Optimizing Operations


1. Show list of work requests

2


2. Select Technician

1

2


Building with pending work

orders work


orders work order list

work order

details


work order list


order list

work order

details

Worker(s) currently

assigned to this area/building

ENABLING FACTORS: DashboardOn the dashboard, we are extending our

reporting system connecting it directly to

ARCHIBUS in order to give our operator and

our clients all the needed information on the

services provided.

For our operator and our key account we are

developing a report providing them for

example:


example:

� Work requests opened, per year per month, per clients, per type of service, etc.

� Work requests closing trend;

� Job quotation prepared, accepted, refused, etc.

� Key performance indicator: number of employees per clients, per request, etc.

� The aim is to give our operator and our key accounts an accurate overview of

the service provided.

Il Gruppo ManitalPagina 2918 aprile 2011 www.manital.it

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