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Description
Commodity contracts are often awarded on the basis of price. A price-based methodology for making such awards fails to consider the suppliers' ability to minimize the risk of non-performance in terms of cost, schedule, or customer satisfaction. Literature suggests that nearly all risk in the delivery of commodities is in the interfacing of nodes within a supply chain. Therefore, commodity suppliers should be selected on the basis of their past performance, ability to identify and minimize risk, and capacity to preplan the delivery of services. Organizations that select commodity suppliers primarily on the basis of price may experience customer dissatisfaction, delayed services, low product quality, or some combination thereof. One area that is often considered a "commodity" is the delivery of furniture services. Arizona State University, on behalf of the Arizona Tri-University Furniture Consortium, approached the researcher and identified concerns with their current furnishing services contract. These concerns included misaligned customer expectations, minimal furniture supplier upfront involvement on large capital construction projects, and manufacturer design expertise was not being utilized during project preplanning. The Universities implemented a best value selection process and risk management structure. The system has resulted in a 9.3 / 10 customer satisfaction rating (24 percent increase over the previous system), for over 1,100 furniture projects totaling $19.3M.
ContributorsSmithwick, Jake (Author) / Sullivan, Kenneth T. (Thesis advisor) / Kashiwagi, Dean T. (Committee member) / Badger, William W. (Committee member) / Arizona State University (Publisher)
Created2012
Description
The purpose of this paper is to present a case study on the application of the Lean Six Sigma (LSS) quality improvement methodology and tools to study the analysis and improvement of facilities management (FM) services at a healthcare organization. Research literature was reviewed concerning whether or not LSS has been applied in healthcare-based FM, but no such studies have been published. This paper aims to address the lack of an applicable methodology for LSS intervention within the context of healthcare-based FM. The Define, Measure, Analyze, Improve, and Control (DMAIC) framework was followed to test the hypothesis that LSS can improve the service provided by an FM department responsible for the maintenance and repair of furniture and finishes at a large healthcare organization in the southwest United States of America. Quality improvement curricula and resources offered by the case study organization equipped the FM department to apply LSS over the course of a five-month period. Qualitative data were gathered from pre- and post-intervention surveys while quantitative data were gathered with the Organization’s computerized maintenance management system (CMMS) software. Overall, LSS application proved to be useful for the intended purpose. The author proposes that application of LSS by other FM departments to improve their services could also be successful, which is noteworthy and deserving of continued research.
ContributorsShirey, William T (Author) / Sullivan, Kenneth (Thesis advisor) / Smithwick, Jake (Committee member) / Lines, Brian (Committee member) / Arizona State University (Publisher)
Created2017
Description
Research findings have shown that many computerized maintenance management systems (CMMS) are largely underutilized, often leading to the loss of efficiencies in the organization’s maintenance program. A literature review is presented of the available research in CMMS and of operations and management roles in a maintenance program. In addition, research was conducted around CMMS users to identify if any misalignments exist between management and operations. The articles selected for review offer a variety of perspectives, considerations, instructions, and noted failures involved with implementation, day to day use and reporting expectations. Through conducting a survey of both management and operations this paper will show how management and operations conceptions of CMMS vary, even greatly in some areas. The objective of this research is to gain an in-depth perspective from CMMS in all roles and analyze where utilizations vary. This information will then be utilized to understand possible misconceptions between roles, leading to inaccuracies and sub-par outcomes of proposed CMMS implementations.
ContributorsRennert, Andrew William (Author) / Sullivan, Kenneth (Thesis advisor) / Stone, Brian (Committee member) / Smithwick, Jake (Committee member) / Arizona State University (Publisher)
Created2019