REVIEWER: Jeff Peterson, CIO for UGL Unicco.
BACKGROUND: UGL Unicco, a $780 million subsidiary of United Group Limited, provides outsourced facilities services including maintenance, operations, cleaning, lighting and administrative/office services for corporate, education, retail, government and public venue facilities, as well as plant services in support of industrial operations.
PLATFORMS: IBM iSeries, IBM WebSphere, JD Edwards, IBM Maximo, CorrigoNet, safety toolkit, quality management toolkit, electronic procurement, inventory management and other packages.
PROBLEM SOLVED: UGL Unicco provides facilities services at almost 1,000 customer sites throughout North America. The challenges are to provide consistent, top-notch services to every customer, facilitate operations in far-flung locations and measure performance against contractual service level agreements (SLAs). A standardized set of metrics is required to manage quality, safety, work order execution, financial reporting, human resources, training and customer satisfaction. At the same time, we wanted to develop an overall strategic account management system that would give customers the option of defining the set of performance metrics that they want to track, and then provide them with a single, customized dashboard to give them useful, timely performance information.
PRODUCT FUNCTIONALITY: Rocket Softwares Rocket Visionary converted the data from JD Edwards and several proprietary applications to present corporate staff with rich visualizations of key business information. Rocket Visionary publishes and delivers our data in a concise, easy-to-view format that bridges the gap between enterprise data and the business intelligence required for effective account management. It publishes the content on our Web dashboard using intuitive, real-time visual reports for quick analysis and decision-making. The software uses a green, yellow and red exceptions presentation format so performance data can be easily identified, allowing our managers to drill down through the data to identify actions required and quickly address business issues. We use Rocket Visionary as both a functional trend analysis tool and as an executive dashboard that works against the same data sets. The result is faster exception identification and management, leading to increased efficiency and closer control of account profitability. It also results in greater customer satisfaction, because all parties now access the same data sets in real time. UGL Unicco corporate staff, site managers and supervisors, as well as customers, can analyze and discuss performance results from the same perspective.
STRENGTHS: Rocket Visionary leveraged UGL Uniccos existing data infrastructure to deliver a greater than the sum of its parts solution. We felt that Rocket perfectly aligned with both WebSphere and JD Edwards, and that they were good at understanding our business and translating the data into a presentable format.
WEAKNESSES: Trying to manage a standard set of performance metrics is a challenge across such a broad band of service offerings. Customer requests to put their specific business rules in place add to the complexity and support in managing a standard set of measures and dashboard reporting.
SELECTION CRITERIA: We sought a software vendor that had middleware presentation tools that would work with WebSphere because we are committed to that toolkit. Rocket is an IBM business partner, supports an open architecture and has a good knowledge of JD Edwards. We also sought a vendor with a consulting orientation that would work with our staff to develop a dashboard to differentiate us from the competition.
DELIVERABLES: Rocket Visionary delivers a visualization dashboard for both internal and customer use that consolidates and presents information from virtually every UGL Unicco business application. This results in an exception management tool that leads to actionable responses to improve performance and profitability while increasing customer satisfaction.
VENDOR SUPPORT: We worked closely with the Rocket staff. We were the functional designers and testers, and Rocket provided design, toolkit development and consulting services. They knew how to interface with and visualize the data in our enterprise and industry-specific applications. Now, our Facility Management Solutions team provides training, implementation and support services to UGL Unicco staff and customers.
DOCUMENTATION: Rocket provided standard documentation that we now customize by customer site to align with the specific metrics that they select, and we develop site-specific quick reference guides.
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