Performance Monitoring

The FM Easy Performance Monitoring and Measurement module allows fast and effective presentation and analysis of service related performance data. The system is designed to ensure the provision of a quality service. It does this by:

• Proactively monitoring the quality of services provided, against target specified thresholds, and initiating an alarm mechanism as quality starts to fade. For example, where an SLA has a threshold of 5 incidents in a given period, alarms can be raised as the incident count reaches 3.
• Allowing management staff to analyse and appraise the whole enterprise’s performance data in minutes. This allows quick recognition of potential problem areas, identification of areas of excellence and formulation of best practice.
• By taking care of the often very complex financial results calculations involved in the production of performance measurements and payments to service providers. The FM Easy Performance Measurement module allows you to create a user defined multi tier performance model quickly and easily.

For those within the FM service industry this can be linked to performance related payment models.

The system is flexible allowing developments to the performance mechanism model as facilities systems and service delivery evolve, to meet the ever changing needs of a service contract.

The system will record and classify every incident where a performance or availability target is missed. It will count infringements and warn management where service levels are dropping below acceptable levels. Mechanisms for recording failures include:

• Manual input from calls received.
• Automatic logging from other FM Easy modules (for example help desk requests which miss SLA targets).
• User and FM staff logging of events and incidents via simple web-based forms.

The performance measurement software provides powerful real-time reporting of current service levels. Fast and powerful drill down graphical reporting allows key management staff to analyse large amounts of data quickly in an easy to follow format. For example where a top level business area shows poor performance.

The user can quickly drill down into the classification within this area that has caused the bad result. The user may then drill down again to see which exact KPI has caused the bad result. From here they may quickly see the trend over past months to see if this is a blip, there is a downward trend or things are getting better.

All of this analysis, of thousands of results, can be achieved in seconds allowing management staff to take the relevant action to ensure speedy identification and rectification of issues.