maintenance in the future
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Maintenance in the future. James Tickell. January 2007. By 2057 …. Homes will maintain themselves Nano sensors will detect impending component failure Nanobots will maintain (self-cleaning) materials Robots will replace larger items. If it’s Microsoft …. If it’s Apple Mac …. - PowerPoint PPT PresentationTRANSCRIPT
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Maintenance in the future
James Tickell
January 2007
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By 2057 …
Homes will maintain themselves Nano sensors will detect impending
component failure Nanobots will maintain (self-cleaning)
materials Robots will replace larger items
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If it’s Microsoft …
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If it’s Apple Mac …
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Back to 2007: Milestone for housing
New framework (English Communities) Commercial sector competition Sector mergers and consolidation Customer and business pressures Regulation and inspection
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Unique pressures?
On costs, efficiency, performance Has it always been like this? This time it feels different Sector is changing fast
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The new environment
Hard-edged No favours Utility-style approach Level playing field with private sector
but could offer … New freedom to HAs as independent social
businesses
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So - What will be different?
and
How will it affect maintenance?
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A successful housing association in 2012 …
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Size and success
May be very large – 100,000 homes But .. .issues of spread and control Capacity more important than size Excellence and performance the key Strategic (sub) regional presence
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Developing
Investment partnering– The Magic Circle is shrinking
The strategic growth areas Out-developing the developers? Land-banking to stay in the game Development without SHG Commercial competition – new relationships Innovation for success
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Range of activity
HAs will be more diverse and differentiated Social housing Market renting Facilities management PFI and similar contracts Neighbourhood focus Social investment – employment, health,
education, crime etc
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Property maintenance for success
Integrated with asset management Not just housing Ruthless focus on performance and cost Partnerships and outsourcing Services to owner occupiers?
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Maintenance at the heart?
The key customer service Weak maintenance = falling asset values Influence on development vital
– Today’s Modern Methods of Construction– Tomorrow’s Bison Wallframe?
Major cost centre Core business
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Workforce issues
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Workforce issues for maintenance
Shrinking skills base Customer focus not always linked with
technical and building skills Olympic construction boom East European immigration Creating employment for tenants through
maintenance and construction
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The workplace
Organisational culture Leadership and governance Investment in people Diversity Performance focus Customer focus
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Customer issues
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Demography and customers
Aging population More people with high dependence The rising cost of care Social inequality growing Deprivation more intense Re-emergence of extreme poverty in old age?
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Relationship with customers
Re-engineered, reinvented Individual relationships with individuals Customer empowerment Understanding customer needs Providing ‘deep support’ Offering real choice The ‘Gold Standard’ experiment
– Responsibilities as well as rights
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Customers: “moments of truth”
First contact When the builder calls Two chances to get it right
(first time, every time) Nothing else matters much
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Involvement and participation
NHF Tenant Involvement Commission Real influence over services Choice of contractors, service levels New mechanisms
– Scrutiny panels– Consumer techniques
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Systems and technology
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Integrated systems
Systems technology Web access The technology of care The technology of construction
(Never mind Tomorrow’s World …)
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IT for housing
Sector not well-served Need to integrate
– Finance– Customer relationship management– Customer interface– Property / asset records– Performance and management measurement– Project management– Supplier systems
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Good systems enable good processes
Systems thinking, Lean thinking “Factor Four” Process re-engineering (Not to mention Best Value, Continuous
Improvement, efficiency gains and more) Maintenance a key area
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Procurement and purchasing
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Procurement for success
New focus on procurement Consortia and partnerships Joint ventures Driving down costs
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The contract culture
The VAT problem Direct Labour Organisations? Outsourcing and contracting Joint ventures and partnering ALMOs and local authorities The private sector
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Success in 2012
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The successful housing association
Exceptional leadership Strategic presence Clearly ahead of the competition Good human capacity Good financial capacity World class support systems Truly customer focused
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Maintenance tomorrow
Vital to successPerformance and cost: relentless pressureNeeds seat at top tableFun to work inSystems that really workFocused on customers
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