eam Archives

Ithemba increase facility management efficiency by 42% using On Key EAM

In the competitive landscape of property management, Ithemba Property faced formidable challenges with its extensive portfolio of 6,500 low-cost residential units spread across 60 buildings in Johannesburg and Pretoria. Among their pressing concerns were balancing high occupancy rates with efficient cost management, ensuring client satisfaction, and fostering a technology-driven strategy while preserving their ‘do it yourself’ culture. However, the implementation of ‘On Key,’ a transformative software solution, reshaped their operations. In just 18 months, Ithemba Property achieved a remarkable 42% boost in efficiency, streamlined its processes, and fully embraced digital transformation. In this case study, we delve into how ‘On Key’ brought about these remarkable changes and revolutionised the property management landscape for Ithemba Property.”

“The EAM system (On Key) solution is the cornerstone of the business – the ability to track all requests, plan and prioritise has been instrumental in improving the control over our maintenance.”
– Alan Tait, Senior Operations Manager at Ithemba Property –

Key challenges

Operating in a highly competitive market with numerous players striving for market share.
Balancing maintaining high occupancy rates while effectively managing operational costs.
Overseeing and maintaining 6,500 low-cost residential units across 60 buildings posed a substantial operational challenge.
Inadequate maintenance and services impacted client satisfaction.
Initiating a technology-driven strategy to address the complexities of the property portfolio.
Ensuring that technological and process changes align with the company’s “do it yourself” culture.
Creating a unified digital environment fosters interaction among internal resources, clients, and service providers while prioritising visibility and transparency to cultivate and sustain a customer-centric experience.

Our intervention

Implemented On Key EAMS for the client’s entire portfolio.
Aligned Ithemba with ISO FM standards, contributing to asset life extension and cost-saving initiatives.
Equipped Ithemba Property with a standard business intelligence platform, enabling data-driven decision-making.
Developed scorecards for Work Management and Contractor Management, facilitating accurate rate benchmarking.
Increased transparency empowered building/portfolio managers by comparing occupancy rates and performance.
A central digital environment enables collaboration among internal resources, clients and contractors.
Digitised in-and-out inspections, going from a paper-based system to a mobile, on-the-go process.

Value add

Efficiency amplification: Achieved a remarkable 42% efficiency increase within 18 months, streamlining work processes and reducing turnaround times.
Digital transformation: Enabled the client to transition to a true paperless solution, fostering sustainability and data-driven decision-making.
Strategic collaboration: Facilitated collaboration among stakeholders, from internal resources to clients and contractors, all within a unified digital platform.
Resource upskilling: Empowered Ithemba Property’s resources through technology exposure, enhancing capabilities and professional growth.
Optimised operations: Developed scorecards for work management and contractor management, refining benchmarking for better cost management.
Realtime information: Access to information enables performance comparisons and positively impacts occupancy rates.
Global scalability: Equipped Ithemba Property with a scalable solution, laying the groundwork for potential replication in diverse contexts.
ISO Facilities Management (FM) standards adherence: Aligned Ithemba Property with ISO FM standards, contributing to prolonged asset life and cost-saving strategies.
Data-driven decision-making: Equipped Ithemba Property with a standard business intelligence platform for more informed strategic choices.
Innovative inspections: Digitised in-and-out inspections, going from a manual approach to a streamlined, electronic process.
Enhanced unit prioritisation: Enabled swift identification of vacant or tenanted units, refining work prioritisation and resource allocation.

Client background

Ithemba Property boasts a portfolio of 60 buildings comprising 6,500 low-cost residential units in Johannesburg and Pretoria.
Guided by its core values, Ithemba is committed to establishing secure, pristine and well-maintained spaces for its residents.
The successful upkeep of 6,500 units within this dynamic environment and efficient handling turnaround times is no small feat.
In an area and market rife with competition, Ithemba remains at the top of its game by keeping occupancy rates up and costs in check.

On Key starts paying for itself at luxury resorts in Macau, China

Step into the opulent world of luxury resorts, where every guest’s whim is a command and perfection is the only currency. Now, picture orchestrating an astonishing 300,000 work orders annually across a tapestry of 40,000 assets. Did we mention a razor-sharp 10-minute service level agreement that demands nothing short of lightning-fast responsiveness? This enigma had the brilliant minds at our client’s Macau resorts scratching their heads.

Enter On Key’s auto-allocation interface – the tech that cracked the code of this logistical labyrinth and left inefficiency quivering in its wake. Imagine a world where meticulous planning, resource allocation, and operational finesse merge seamlessly. Buckle up as we unravel a tale.

“The On Key auto-allocation interface eliminated the need for seven planners who handled a significant number of daily Work Orders, totalling approximately 822. These roles are now redundant, and these team members have been allocated elsewhere.”
– Ignus Zietsman, On Key Business Area Manager –

Key Challenges

As prestigious luxury resorts, delivering an exceptional guest experience is a priority.

With 40,000 assets and 300,000 annual work orders, dedicated personnel were required for generating, planning, scheduling, and allocating tasks.

The client’s strictest service level agreement (SLA) sets a 10-minute task completion time, emphasising swift and accurate work order allocation.

Managing a maintenance team of 2000 members poses challenges in tracking availability, avoiding resource overload, and managing shifts and work orders.

Human error posed a risk in the client’s maintenance management operations.

Our intervention

Development of custom integration packages to automate work orders proposed by On Key, converting these proposed work orders to actual work orders and allocating work orders to the relevant, available technicians automatically.
Configuring a solution that runs proposed work orders 365 days in advance while automatically converting proposed work orders that must be actioned within the next 14 days to actual work orders.
Configuring the system to assign the most appropriate technicians to execute work based on data entered by the person who submits a work request and failure analysis data related to the asset.
The system ensures a maximum allocation of three work orders per technician during their assigned shifts. If auto-assignment is not possible due to unmet criteria, the Work Order will be manually assigned to the relevant supervisor.

Value add

The client Macau now enjoys an integrated, paperless maintenance operation with streamlined workflows, enhanced efficiency, improved accuracy and reduced costs for managing maintenance processes.
The On Key Field Engineering app gives technicians instant access to the work orders assigned to them while enabling them to provide realtime feedback conveniently and ensuring accurate, relevant information for enhanced data accuracy.
All planning processes are automated, streamlining the entire maintenance and housekeeping function and freeing up seven staff members for other work.
Assigning work to available resources and limiting work order assignments ensures efficient resource utilisation, minimises downtime, and prevents overloading, improving productivity and streamlining maintenance operations.
Eliminating human error during maintenance work planning enhances task accuracy, reduces equipment damage, mitigates safety hazards and optimises maintenance operations efficiency.

Client background

Our client owns two luxurious hotel and casino resorts in Macau, China. They offer 2,716 elegant rooms, suites, villas and a vast casino space measuring 62,800m2. Additionally, there are 28 dining options, 6,300m2 of meeting and convention facilities, 15,000m2 of designer retail space, spas, salons, a remarkable art collection and other attractions.

The client boasts a large in-house maintenance team comprising 2,000 engineers, technicians and housekeeping staff. Impressed by the enhanced functionality and configurability, the client transitioned from an industry-established maintenance management system they had used for several years to On Key.

Case Study | Tetra Pak® Packaging Solutions | 158% Increase in Maintenance Plans Updates using On Key EAM

“Pragma, with its expertise and technology in asset and maintenance management, is a key strategic partner for Tetra Pak® Maintenance Services. We have built a strong partnership with them over many years and value their input on a day-to-day basis.
Peter Sundin, Manager Maintenance Management, Tetra Pak® Technical Service

Key challenges

The food processing and packaging industry is constantly pressured to reduce costs and increase productivity. Tetra Pak® has been the industry leader for many decades and needs to continually adapt to remain in this position.

As a company that operates in more than 170 countries, global operational challenges are plentiful:

Different languages and cultures in regional offices and customers.
Unique operating conditions.
Field service work execution in all markets
Diverse skill levels of engineers, contractors and customers.
Growing equipment platforms installed base and increase in technological complexity.

Accurate information management has become mandatory for successful service delivery.

Our intervention

Tetra Pak® chose the On Key EAM system as the primary business application for its Maintenance Management operations.

The Pragma project team: led the design of the system configuration and data population process; participated in the Asset Care business processes that form part of the Maintenance Process; supported the global deployment of the system; facilitated the integration of the On Key system with the Tetra Pak® SAP® ERP system.

The Pragma Asset Care Centre team provides ongoing support globally in the: maintenance recommendation development;
asset register administration and asset initialisation; preventive maintenance event generation; quality assurance of work order
feedback; general support to the maintenance management functions in all the regional Tetra Pak® offices.

Value add

Globally supported Asset Care Centre.
Standard processes applied consistently across different conditions.
Accurate, up-to-date and reliable information.
Single repository of all service work.
Streamlined process to manage.
Support Tetra Pak® Maintenance Services:
- to support full line maintenance contracts;
- to reduce maintenance cost on the installed base;
- to increase OEE on equipment.
On Key is the enabler:
- to do accurate maintenance cost calculations;
- to manage service contracts;
- to improve MR’s based on feedback;
- to customise and optimise schedules and MR’s per machine.

Client background

Tetra Pak® is the world’s leading food processing and packaging solutions company. Working closely with their customers and suppliers, they provide safe, innovative and environmentally sound products that, each day, meet the needs of hundreds of millions of people in more than 170 countries around the world. With over 23,000 employees based in over 85 countries, Tetra Pak® believes in responsible industry leadership and a sustainable approach to business.

Tetra Pak® Services cover every aspect of a customer’s food production, from daily routines to business insights. The tailored service solutions improve performance, optimise costs and ensure food safety throughout the lifecycle of a customer’s operation. Partnering with Tetra Pak® gives their customers the people, portfolio and presence to achieve their performance goals.