Getting Facility Management Staff to the right place to resolve guest issues quickly and efficiently is critical for customer satisfaction. Without a mobile solution, maintenance staff would need to pick up work orders from a central location or offices spread throughout the hotel or resort campus.

1. Maximo Mobile Work Management
In the Hospitality Industry
Stephen Hume – Senior Maximo Consultant May 2017

2. Agenda
• The Industry
• The Problem
• The Solution
• About BPD Zenith
• About the Author

3. The Industry
Hospitality is a Multi-Billion Dollar Global Industry
Businesses that provide accommodations, travel, food and beverage and
entertainment to the Traveling Public
Main Product Produced = Customer Satisfaction
Highly Competitive, reputation is critical to success
Every city, town and village in the world has components of the Industry
World’s largest hotel has 7,351 rooms
Most expensive hotel room is in Geneva - $61,000 to $84,000 per night
85%of inquiries from HOTELSfor EAMsolutions are about SaaS(Cloud based Solutions)
World’s Smallest Hotel in Copenhagen

4. The Industry
Resorts are often Massive Complexes, comprised of several building spread out
over a large area, hundreds of rooms and an army of staff looking after it all.

5. The Industry
All it takes is some bad information about a hotel or restaurant to be posted on
the internet for the business to be damaged beyond repair.
Source of images: tripadvisor.com

6. The Problem(s)
Getting Facility Management Staff to the right place to resolve guest issues quickly and efficiently is critical
for customer satisfaction.
Without a mobile solution, maintenance staff would need to pick up work orders from a central location or offices
spread throughout the hotel or resort campus.
Or customer service staff would have to call the maintenance staff and rely on verbal communications to relay new
work that is required throughout the day.
When the work is completed, or any issues encountered doing the work, the maintenance staff would need to then
either travel back to an office to update the work order, save their updates for the end of the day, or remember to
call customer service to pass along the completion details.

7. The Solution
Maximo configured for the Facilities Management Staff

8. The Solution
Guest or Staff send email to Facilities Service Desk
SR Created and email sent back to reporter to tell them the number
Work Order created using job plan and assigned to the correct crew
Crew receives notification of new work order and proceeds to the location to fix the issue
Issue is fixed, details reported in Mobile Application, reporter is notified of resolution

9. The Solution – How it all works
Maximo Email Listener received email and generates SR
SR Workflow is auto triggered generates email to reporter
Action on the SR workflow creates the right type of approved work order using job plans
Escalation runs to find new work order and send email details to members of the ownergoup
Worker goes to the location of the issue, fixes the issue, takes photos and completes the work
order using Maximo Mobile Work Manager
Setting status of Work Order to COMP changes the SR to Resolved. An escalation on the SR
then sends notification to the reporter that the issue is resolved.

10. The Solution – The beauty of the design
The only human interaction is the need to send an email reporting the issue.
And then logging into the Mobile Work Management App to get the details of the issue,
report progress, record time taken, materials used, attach photos and complete the work.
All intervening steps happen automatically and take seconds to complete

11. The Solution – Components of Maximo
Email Listener
Automated Workflow

12. The Solution – Components of Maximo
Communication Templates
Job Plans

13. The Solution – Components of Maximo
Service Requests
Work Orders

14. The Solution – Components of Maximo
Escalations
Actions

15. The Solution – Components of Maximo
Maximo Anywhere Work Manager
Maximo (in the Cloud)

16. Founded in 1994, our
Headquarters are in the UK. We
have global operations in North
America, Europe and Asia Pacific –
offering a 24x7 ‘Follow the Sun’
support service.
Highest level of IBM Accreditations
and Maximo Partner of the Year:
• Early adopters of Cloud
• Forward thinking solutions
• Trusted advisor to clients
Experience and capability to help
hotel and conference centre
operators leverage data to meet
capacity demands, operate more
efficiently, address rising costs,
and differentiate their service.
BPD Zenith is an Enterprise Asset Management
partner for organizations worldwide.
Our solutions are purpose-built for specific
industries, providing complete platforms that are
designed to make the world work better.

17. Thank You
Stephen Hume
Senior Maximo Consultant
BPD Zenith (Canada)
stephen.hume@bpdzenith.com
Stephen Hume is a seasoned Maximo Consultant working for BPD Zenith (Canada), recently retired from the role of
President for the Canadian Maximo User Group. He has done presentations at the following user group meetings.
Facility Management Maximo User Group, Maximo Utility Working Group, Western Canada Maximo User Group,
Canadian Maximo User Group, IBM Pulse, IBM Interconnect.
His presentation topics have included; Upgrade Lessons Learned;
Health Safety and Environment in Maximo; Mobile Incident Reporting using Maximo Anywhere;
How to Prepare for and Survive an IBM Audit; Throw Away the Log Books with Maximo Operator Logs.