Implementation
Defining the right workplace management solution for your organization can only be accomplished by carefully analyzing your support requirements in the context of your current business practices. Sentact performs a “360 degree” on-site analysis of your workplace to identify and inspect challenges and opportunities in your workplace management program. Based on this information, processes and procedures are developed and documented which define work order tracking, workflow, service management, escalation points and resolution standards.
We believe that module implementations are only effective when there are defined objectives, tied to business drivers. Our clients’ success with new product deployments has been enhanced with our multi-phase process, utilized to develop and implement the appropriate facility infrastructure management solutions to meet your organization’s needs. Actual activities will be customized to support the scope of your integrated workplace management solution.
Discovery: involves a complete review of your business, workplace infrastructure, technology tools and service delivery goals.
- Review your lines of business and business support requirements to better understand your organization’s service delivery objectives and processes
- Conduct interviews with your key personnel to understand your current support structure, service requirements, and goals and objectives for facility operations management and support
- Gather any existing maintenance and problem management reports/data
- Identify existing support tools including enterprise workplace management support platforms and other service request tracking (ie. work order, trouble ticket,)modules
Assessment: evaluating material and information gathered during the discovery phase to identify areas of opportunities, challenges and process improvement.
- Identify trends in service requests, maintenance activity and people productivity
- Evaluate work flow and required interaction between support groups and business units
- Assess optimal escalation and transfer processes to meet desired service response times
- Evaluate staffing, reporting and regulatory requirements for workplace infrastructure
Planning and Strategy: defines the scope of your specific workplace management solution.
- Finalize the processes and service levels to be provided
- Define and verify the roles and responsibilities for each support group and service request flow
- Confirm reporting requirements and report distribution
Implementation: transition data to new Sentact platform.
- Transfer client user information and client business rules to new integrated workplace management platform
- Train operational and dispatch groups on the new platform, processes and service requirements
Transition Review: confirms implementation success and ensures service delivery meets objectives.
- Validate and modify work flow and process to reflect live interaction and information
- Sentact’s project team and your organization continue test calls to ensure consistent delivery of service and expectations
