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RM Admins

Facilities Work Process Survey - RM Admins
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Hello,

CKE has hired FM Projects as a consultant to help us select a new R&M software system and to use the new technology to improve our processes. We want and value your input in designing this new system. They have created this anonymous survey to request your help. We would like to ask for your thoughts and insights into how you currently perform your daily tasks and what could be improved. We appreciate whatever time you can give to answer some questions and provide feedback about our services and what you would like to see in the future. Please answer the questions openly and honestly knowing that all feedback will be considered in developing our new process and selecting the software that will be used by you and your team.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
The current primary work flow process is that a phone call is made to the Voice Mail System (VM System) by a person who represents a certain restaurant (Unit). The person who calls will either be a General Manager, Shift Supervisor or District Manager. That person will leave a voicemail identifying the Unit number, purpose of the call, equipment type, and time of call.

The VM System sends out a pager message to the lead tech or tech assigned to the callers unit and is checked by the technician. The technician will then accept the work request or forward to another to process, when the request is accepted by a technician they will first call the store and ask for the calling person and begin troubleshooting the problem over the phone. Questions may range from checking the fittings, making sure power is available, turned on or visually sound. If the work request is not able to be resolved at that time the technician will drive to the store to complete the work.

Once the work is complete, the technician will ask the Unit person in charge if there is other approved work to be performed. Technician perform the work if there is any new requests. Since technician is onsite they may perform any existing PM work for that store if it is due.

All work performed will be written on the work order invoice document including time, cost of parts, work type, store number and other pertinent information. Work order document is signed by GM or Shift Supervisor to acknowledge the work has been completed.
 
 
 
Is this process mentioned above accurate and defines how you understand the workflow for a typical work request scenario?
Please select your response and explain it in the comment box below.
 
Yes
 
No
 
Explain

 
 
 
Does this process work in an efficient and effective manner?
 
Yes
 
No
 
Explain

 
 
 
If you could change anything about this current process what would it be?
   
 
 
 
If the process of leaving a voicemail was changed, would you rather the GM's and DM's:
 
Call a live person who can log the call and inform technician
 
Call a live person and have that person attempt to troubleshoot the call before you ended the call
 
Send an email from the back office PC, which notifies the technician who can call to troubleshoot the problem
 
Log into an online form and submit work from the back office PC, which notifies the technician who can call to troubleshoot the problem
 
Other
 
 
 
Select your thoughts about the current work flow process:
 
The system works and should not be changed
 
The system could use some adjustment but overall works well
 
Less paperwork is needed
 
The system is broken and needs to be fixed
 
Other
 
 
 
Your current role involves a lot of entering of data from the field and information for the DM, FM and Unit.
Your position is critical for the communication of the team. We are trying to better understand what information you provide to the team.
Can you share some of your experiences in providing information to the
DM
   
FM
   
Unit
   
VPO
   
 
 
 
Please define your participation in coordinating the facilities tasks and communicating to each of the following;
DM
   
FM
   
Unit
   
VPO
   
 
 
 
What part of assigning a work order to a vendor, such as major plumbing or electrical do you do?
   
 
 
 
Do you follow up with vendors to give them information, costs, or when they need more information? Please select your response and give an explanation.
 
Yes
 
No
 
Explain

 
 
 
Based on your experience and your knowledge in your assigned region(s), how do you feel about using a new computerized maintenance management software
that will send work orders to each Technician's phone or handheld device. What suggestions do you have to make the process more efficient?
   
 
 
 
With this new system, there will be reports available that will show the following. Please check which ones you would be interested in viewing on a regular basis.
 
Equipment by Unit
 
Work orders per unit over given period (day, week, month, month to date, year to date etc)
 
Total work order list per District
 
Total work order list per Unit
 
Total open work order list per District
 
Total open work order list per Unit
 
Total closed work order list by District
 
Total closed work order list by Unit
 
Total work orders on‐hold by District
 
Total work orders on‐hold by Unit
 
Total work orders above an estimated cost and needing approval
 
Open Work Order List by Priority
 
Work order summary (details of all the work requested) per store
 
Summary of costs for work orders over given period of time per store and per district (cost includes labor and parts/material)
 
Other

 
 
 
Can you please explain how having real time data would benefit you and the people you support.
   
 
 
 
Are there any reports or information that you could provide (now or future) that would help your region?
   
 
 
 
When you meet with your VPO, what information do they usually need from you?
   
 
 
 
With regards to the VPO, do you have any thoughts on how you could improve or increase the information given to them?