Some 93% of retailers agree that Computerized Maintenance Management Systems standards would benefit the industry.
A recent study from the Professional Retail Store Maintenance Association (PRSM) was conducted to better understand work order management practices and their impact on retail store maintenance operations.
The study, The PRSM Association Work Order Management Practices Benchmarking Report, surveyed and collected information from retailers and suppliers in the industry. The study aimed to gain understanding of which of the various work order metrics are captured and monitored regularly, and how the monitoring is performed.
The goal was to understand how metrics are used and identify potential benefits of industry standardization. Some key findings include:
– 93% of retailers who use metrics gained from Computerized Maintenance Management Systems (CMMS) to make decisions, report improved vendor accountability and communications.
– 82% of suppliers and 93% of retailers believe CMMS standards would benefit the industry.
– Suppliers track IVR compliance rates, acceptance times, arrival and completion times, travel costs, customer complaints margins and net promoter scores.
– 70% of suppliers use data insights to advise clients on ways to save money or time and more than half use data to drive down costs and evaluate technician performance.
More than one-half of multi-site retailers connect with their suppliers online through a third-party CMMS to manage work orders. One-fourth use an in-house CMMS, while 17% use a vendor/supplier implemented CMMS. 7% of retailers still manage work orders manually using spreadsheets, emails, etc.
“Work order metrics can be used to drive down costs, identify efficiencies and set the stage for cross-functional analysis. Based upon this report we see opportunities to improve system integration, standardization and confidentiality as keys to the future in work order management,” said Patricia Dameron, executive director, PRSM Association.
Methodology: Approximately 37% of PRSM Association retail members participated in the survey. Results are representative of PRSM Association retail membership at a 95% confidence level and a 7.64% margin of error. Close to 10% of suppliers participated in the survey, resulting in a margin of error of 11% at a 95% confidence level.
PRSM Association benchmarking for the retail industry was initiated in 2011 to provide facility professionals with data and insight into many aspects of store maintenance. Industry surveys have provided valuable metrics on retail HVAC systems, janitorial products, fleet management, services and other topics. Future reports will focus on other key areas of retail facilities maintenance.