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As part of Johnson Controls Operational Excellence charter, Global WorkPlace Solutions (GWS) holds a regular series of internal workshops that focus on standardization of global processes for facilities management, real estate and projects. In January 2009, ten GWS account teams participated in a best practice workshop with the aim to provide examples of how they met and exceeded client expectations for cost-savings. This ‘best-practice’ sharing exercise revealed that in FY08 these ten GWS accounts saved clients more than $28 million in costs. The ten case studies spanned the globe and included GWS facilities management services, real estate portfolio strategy and management and projects for clients working in the Technology, Life Sciences, Industrial, Retail, and Media/Communications sectors.

Highlights from the workshop include the following Best Business Practices:

Build trust with your customer

Build trust with your customer to eliminate a need for a mirror customer organization:
Many customer organizations have staffing that is redundant to the organization that Johnson Controls’ GWS organization provides through our outsourcing agreements. By instilling a level of trust with your customer, the customer can eliminate some of their oversight organization. Last year, as part of their global agreement with Johnson Controls, a major technology customer eliminated much of its shadow organization and became more reliant upon Johnson Controls to manage its facilities.

Gain Utility Credits and Tax Credits

There are several ways to get credit for your customer on their utilities or tax bill. For example, your customer should not be billed for water that is lost due to evaporation in cooling towers. A credit can be issued to the customer. Additionally, energy used in research & development may be eligible for tax credits. Sub-metering of utilities can help the customer to take advantage of these credits.

Use a scorecard to track performance against cost savings targets

In order to track performance and set goals, use a scorecard to measure and track progress against plan targets. These scorecards can indicate collateral positive or negative impact that may have occurred as a result of process changes. Some examples of scorecards are Global Performance Scorecard System and the customer-facing account scorecard, as part of our Knowledge Management Toolbox.

Johnson Controls Best Business Practice workshops cover a variety of topics such as Projects On Time and On Budget, Customer Satisfaction, Critical Environments Management, Safety Recordable Rate Reduction, Trade Working Capital, Operation & Management Productivity and Efficiency.
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CASE STUDY
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Lifecycle consulting reduced future facility costs and minimised deficiencies in design and construction.

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