UMC ServiceMaster Singapore

1
??????????
Spirits of United Entrepreneurs

• UMC ServiceMaster Singapore

2
Theme Singapore Technopreneur ??????

• Business Growth ????
• Use of Technology to an integrated system
  ??????????????
• Core-4 Strategic Directions
• ????????
• Growth Targets ????

3
Business Growth????

• Singapores Economic Outlook ????????

• Healthcare ??????
• A Regional Medical Hub
• ??????
• Clinical Research Development ???????
• High-tech intelligent efficient hospital
  ??????????
• Incorporation of Western Medicine Traditional
  Chinese Medicine (TCM)???????

• Leisure ????
• A Premier Tourist Haven
• ?????
• Integrated Resorts ( approx total of S10B) ?????
  

• Financial Commercial
• ????
• A Regional Financial Centre
• ??????
• Marina Bay Financial Centre (MBFC) (Phase One
  S2B) ???????

4
Potential Business Opportunity ????
Leisure ???? S200M ??
Healthcare ?????? S100M ??
Finance Commerce ???? S20M ???
Others ???? S80M ???
Total ?? S400M ??
5
Not Keeping With Time ?????
???????
???????
6
S.W.O.T. Analysis????
S Strength ?? W Weakness ??

• Strength ??
• 17 yrs of track records in hospital support
  services
• ?????????????
• Well-recognized as a premium service provider in
  healthcare??????????

• Weakness ??
• Perceived as a housekeeping only service
  provider
• ??????????
• Lack of convincing engineering service track
  record
• ?????????

7
S.W.O.T. Analysis????
O Opportunity ?? T Threat ??

• Threat ??
• Rivals continue to expand their service portfolio
  acquiring services in Food Catering, Landscaping,
  Waste Disposal, Pest-control, etc. ??????????????
• Generic services such as housekeeping continue to
  subject to commoditization in price
  ????????????????

• Opportunity ??
• To specialize rather than generalize in our
  service offerings
• ?????
• Expand service offerings to enhance our service
  through technology (e.g. CTD w/Bluetooth Wifi
  and Linen Tracking w/RFID)
• ????????????

8
Our Organization Structure???????
9
Key Strategies to Grow Faster ?????????

• Leisure ????
• Acquire resort management know-how
• ????????????
• Healthcare ??????
• Expand technology application in CTD, Linen
  Management and POM services
• ????????????
• Integrate service workers skills (e.g. merging
  housekeeping with basic technical skill)
  ???????

10
Key Strategies to Grow Faster ?????????

• Finance Commerce ????
• Expand service specialization in External Façade
  Services ????????????
• Expand into Indoor Air Quality project (Air-duct
  cleaning, air sampling services)
• ??????????
• Expand Energy Management Services
• ????????
• Others ????
• Build up environment / property engineering
  expertise through acquisition
• ?????????????????

11

• ?????????
• Central Transportation Dispatch System (CTD)

12
Our Existing Customers???????

• Out of 7 Major Restructured Hospitals in
  Singapore, 3 are using our CTD services.
  
  ??????????,????????????????????
• April 2000 - Changi General Hospital
  ??????
• April 2003 - National University Hospital
  ??????
• April 2004 - Tan Tock Seng Hospital
  ?????

13
CTD Core Functions????

• Transportation of patients ?????
• Dispatching of specimens ??????
• Distribution of internal mails ??????
• Transportation of equipment ??????

14
CTD - System Improvement CTD-????

• 2000 - Job assigned manually to Support
  Service Assistant by using
  walkie-talkies.
  ???????????????????.
  
• Feb 2003 - Introduced CTD2000 System, a fully
  automated dispatch system, at CGH. A first in
  this industry. ????????????????????.?? ???????
• Aug 2006 - Introduced an enhanced version, CTD
  Pro. PDAs with Bluetooth technology are used as
  mode of communication.
  ????,??????CTD, ??PDAs????? ??????.
• Future - Develop a web-based transportation
  dispatch system using wireless
  technology. ?????????????????????

15
CTD 2000 System CTD 2000 ??
PC Input Module??????
Smart ID Module ??ID??
CTD2000 Server Module (Basic/Automated
Dispatch) CTD2000????? (??/??????)
Management Report Module??????
16
CTD Pro SystemCTD Pro ??

• Is an enhancement of CTD 2000 System. ?CTD
  2000??????
• PDA module replaces Pager and Smart ID modules.
  
  PDA??????????ID??
• SQL Bluetooth Server communicates with Porters
  PDAs through Bluetooth Master Program.
  
  ???PDAs?????????SQL???????

17
CTD 2000 System CTD 2000 ??
PC Input Module??????
Smart ID Module ??ID??
CTD2000 Server Module (Basic/Automated Dispatch)
CTD2000????? (??/??????)
Management Report Module??????
18
CTD Pro System CTD Pro ??
PDA Module PDA??
PC Input Module ??????
CTD Pro Server Module (Basic/Automated Dispatch)
CTD2000????? (??/??????)
Management Report Module??????
19
CTD Pro SystemCTD Pro ??
Users work request screen ??????
20
CTD Pro System CTD Pro ??
Porter receives work order through PDA.
????PDA ??????
21
CTD Pro System CTD Pro ??
Complete message appears on PDAs
screen. ??????????PDA??
22
CTD Pro System CTD Pro ??
Porter responses to work order at the requesting
dept/ward.????????

• Response time captured.???????

23
CTD Pro System CTD Pro ??

• Porter completes work order at destination
  dept/ward. ??????
• Completion time captured.
• ?????
• Next task will be assigned and sent to PDA.
  ?????????

24
Key Performance Indicators??????

• Work request response time ??????
• Work request completion time??????
• Work request accuracy?????
• User feedback ????
• System Reliability ???????
• Training and Development ???????

25
Next Development??????

• CTD-Web. (CTD??)
• Developed using the latest from Microsoft .NET
  2.0 ????.NET 2.0????.
• CTD-Web is a web based software which uses PDA as
  a communication device.
  ??PDA??CTD?? .
• It works through a wireless network and comes
  with a flexibility of communicating using
  Bluetooth, WiFi or SMS.
  
  ????,WiFi???????????????? .

26
Why CTD Web???CTD???????

• Continuous system improvement to strengthen our
  position as market leader in this service.
  
  ?????????????????????
• Eliminates any installation or maintenance of
  software on user computers. All users within the
  hospital can access a user-friendly CTD-Web
  system using Internet Explorer to make their
  requests. ????????????????
• CTD-Web enables itself to be linked up or
  integrated with other systems within the hospital
  network.
  CTD-?????????????????
• No system downtime during upgrades and system
  maintenance. ??????????,??????????

27
Our Targets?????

• Expend our CTD services to other hospitals
  ?????????
• KK Womens Childrens Hospital
  ??????
• Singapore General Hospital
  ????
• Alexander Hospital
  ??????

28
????????

• Integrated Real Estate Enterprise System (iREES)

29
iREES Presentation Layout

• 1. Conventional Work Request System
  (???????)
• 2. Computer Automated Work Request System
  (?????????)
• IREES Key Features (IREES????)
• 3. Sample Screen of iREES Modules
  (iREES???????)
• 5. IREES Advantages(IREES???)

30
Conventional Customer Service ???????

• Tenant complain of faults
• ?????

• Help-desk takes down complains
• ????????????

• Late dispatch to technician
  ?????????
• Cannot find OIC / supervisor for approval
  ????????
• Late arrival of parts ????
• Wrong information communicated
  ???????

• Technician carries out repairs
• ????????

• Tons of manual paper work to update for
  reporting
• ????????

31
Computer Integrated Customer Service?????????

• System carries out automatic workflow (e.g.
  approval etc.)???????????(????)

• BAS raises an alarm?????????

• Technician notified instantly via SMS or
  PDA?????????PDA????
• Update work-done via SMS or PDA ?????PDA????

• Reports generated instantly??????
• Compare stipulated work response time against
  actual response time
• Graphs and charts Service Level analysis?????????

• Tenant/clients log in complains via the
  web????????

• Tenant/clients calls helpdesk????????

32
iREES Key Features iREES????

• The power of realtime access ???????
• The mobile advantage ???????
• 3. Executive Information Dashboard ?????????
• Intuitiveness of the user experience ???????

33
The Power of Realtime Access ???????
34
The Mobile Advantage ???????

• User Management Module???????
• This module keeps track of different users and
  their assigned roles.???????????????????
• Remote Monitoring?????
• This module enables all sensor readings to be
  made available in real-time and wirelessly via a
  PDA.????????????????PDA???????
• Remote Control??
• Using this module a supervisor can issue
  instructions remotely to manage the systems in
  the building, e.g. lower the temperature or
  increase fan speed.?????????????????????????,
  ????????????.
• Alarm Management????
• This module checks Building Automation System
  for sensor threshold trips/failures and issues
  the alarms wirelessly to a PDA or cellular phone.
  ????????????????????????????????PDA???.

35
Mobile Extension?????
36
iREESs exclusive (iREES???) Executive
Information Dashboard (???????)

• Improved overall profitability???????
• Greater asset visibility for company executives
  ????????????
• Improved asset utilization and performance ???????
  ???
• Improved equipment uptime???????????
• Faster repair cycles???????
• Increased inventory turns and reduced stock-outs
  ???????????????

37
IREES 4.0
38
IREES 4.0Service Helpdesk ????
39
IREES 4.0Works Order Management ??????
40
IREES 4.0Works Order Management ??????-
Preventive Maintenance????
41
IREES 4.0Works Order Management ??????-
Preventive Maintenance ????
42
IREES 4.0Contracts Management ????
43
IREES 4.0Reports ??
44
The IREES advantageIREES???
45
The iREES advantage

1. Most Powerful ???
2. Dynamic Mobility ?????
3. Easy to Integrate ????
4. Best Toolbox ??????
5. Ready Out of the Box
6. More Value ?????
7. Include Best Practices Content
   ?????????

46
Core-4 Strategic Direction????????
47
Win the War for Talents????

• Objectives ??
• Company ??
• An evolving and progressive company that is
  nimble and adaptable to economic changes
  ?????????????
• Leadership ??
• A leadership that serves the needs of the
  employees with visionary guidance???????
• A leadership that rewards contribution and
  provides growth to the employees ?????????
• Employee ??
• An employee who takes ownership of ones
  responsibility ?????
• An employee who can contribute and grow with the
  company
• ????????

48
Retain Our Customers????

• Objectives ??
• HCE (Healthcare Education)
• 100 retention
• ??????? - ??100
• BIG (Business Industrial Group)
• 95 retention
• ????? - ??95

49
Build the Base Business??????
Build the Base Business

• Objectives ??
• To continue the process of building TRUST with
  customers
• ?????????
• To convert customers challenges to business
  opportunities
• ??????????
• To extend partnership relationship with customers
• ??????????

50
Sell New Accounts Services????????
Sell New Accounts Services

• Objectives ??
• Explore new business with good margins market
  potentials.
• ??????????????

51
Our Formula of Success?????

• Integrated PEOPLE
• Integrated SYSTEM
• Integrated SERVICE
• ?? - ?,?????

52
Thank You
Spirits of United Entrepreneurs
the one who rules like the one who serves.
Luke 2226