According to Shawn Holland, manager of Sony Studios’ facilities systems and operations, Web‑based processes make it easier to gather and distribute accurate information about the employees, customers, and company assets spread out over 3.5 million sf of office and production space. The increased accuracy of the information is paying off in terms of better customer service and enhanced communication throughout the organization.

“Our business is really a hotelling environment where we move people in and out constantly,” says Holland. “We track information within the facilities database on 350 departments and about 3,500 corporate employees, with another 1,500 people when we are in full production on the studio lot.”

The database houses details, such as number of occupants, rental rate, and square footage, pertaining to the 130 buildings situated on or surrounding the 45‑acre studio lot. Ranging in size from 2,000 sf to 300,000 sf, the buildings serve a variety of functions, from corporate offices to production space, sound stages, editing areas, theaters, warehouses, and special effects facilities.

Designing a Web‑Based Solution

Sony Studios approached the design and development of its facilities management solution by carefully mapping existing processes, many of which were fragmented, and identifying the steps necessary to achieve better internal communication, higher customer satisfaction, and a greater ability to track and disseminate information.

Holland cites the following activities as integral to a successful Computer‑Aided Facilities Management (CAFM) implementation:

• • Identify users: Determine who will use the system on a daily basis and who will be responsible for creating, reviewing, and distributing the data.
• • Turn users into customers: Holland believes processes should be designed to work for the customers, rather than dictating to them what they should do.
• • Decide what needs to be changed: Analyze current systems, determine how to correct inefficiencies, and see where technology fits in.
• • Create a centralized database system: Combine data about all aspects of the company in a single location so it is easy to access.
• • Determine functional requirements: Identify all the tasks the software should accomplish, for example, automated distribution of targeted information.
• • Decide who will do the programming and where the application will be housed: Sony Studios partnered with an IT vendor for its CAFM solution but decided to maintain the system in‑house.

Taking these steps into consideration during the planning process, Sony Studios set about designing an effective Web‑based facilities management system.

“We started slow with the aim of building a very successful solution from the beginning, as opposed to jumping into a multi‑module system and maybe biting off more than we could chew,” Holland says.

Building a Space Management Foundation

Sony Studios partnered with CAFM Solutions from Thousand Oaks, Calif., using the vendor’s CAFMTools™ software to create a new space management system as the foundation upon which the broader FM solution was built.

In contrast to its old client/server database, the new Web system environment is easier to use and is accessible to more people on and off the studio lot. It also greatly improves the collection of important data on facilities usage for accounting purposes.

“We had a space management system in place that we had been using to maintain a facilities database with information about who occupied the various buildings at any given time and what we were charging for the space,” he notes. “The information was difficult to maintain and fairly inaccurate because of the complexity of our operations, which entail moving large groups of people in and out to shoot movies and television shows. We need to track how our facilities, equipment, and services are utilized.”

Sony Studios can now use its space management system to determine how many square feet are in one of its buildings by accessing computer‑generated floor plans. The program provides the ability to tie computer drawings to the database in order to calculate how much money a tenant should be charged based on the overall square footage of the building. It also lets Sony Studios determine what percentage of common space, such as restrooms and lobbies, is being used by an occupant in order to add this amount to the overall bill.>

The new space management system went online in February 2000 after a year of planning and implementation at a cost of about $150,000.

Adding a Work Order System

The next step was to create a work order system, much of which was designed while the new space management program was being developed. In order to construct the work order program, the company added a new file server and upgraded computers that were not connected to the Sony Studios’ intranet. The only requirement to run the software was intranet access and the most current version of a Web browser, either Netscape or Internet Explorer.

“In the past, we had few tools to generate accurate information about the type of work being done by the 25 trades groups located on the studio lot, and this made it difficult to justify labor costs and department budgets,” Holland recalls. “With our new system, we can see what work’s being done, who’s doing it, and what has not been completed. All information about work orders has been integrated into one database.”

A new automated call center, which enables fewer clerks to handle more calls, is saving time and money. The clerks are now able to quickly distribute service requests to the personnel who perform the tasks.

“The highest quantifiable savings have been in the improved efficiencies,” says Holland. “We have seen tremendous improvement in processing work orders. We can do more work in less time because the calls are being handled efficiently from the beginning, eliminating the need for repeat calls. We can see which trades worker has been sent to complete the job, and we have a better account of work outstanding.”

Taking Preventive Maintenance Steps

The Web‑based preventive maintenance module, or Facilities Maintenance System, is tentatively slated to go live later this year. Development costs total about $50,000, but internal costs have not been fully determined.

The maintenance system will include detailed information, such as the types of equipment and serial numbers, from all groups that complete work orders, including the electrical, plumbing, building and grounds, janitorial, and heating/air conditioning personnel. The system will include specifics not only about the equipment, but more importantly about the steps required to complete various tasks-‑right down to the number of screws which must be removed. Holland believes the maintenance program will also increase safety among the trades.

Managing the Movers and Assets

The company also recently completed a $150,000 move management system to ensure that databases are updated whenever someone moves from one building to another. In addition, the program will prompt the work orders necessary to make the move and forward the information to the appropriate trade employees.

Next on the agenda is an asset management system. Currently, Sony Studios has limited means to track what assets, such as furniture and equipment, are in a particular room while it’s being occupied. Holland says the company is reminded of its need to establish an asset tracking system every time it has to buy new furniture.

Work on the new module is slated to begin at the end of this year, with an expected cost of $150,000 and a completion time of four to six months.

Benefits and Lessons Learned

In addition to streamlining work‑order processes and enhancing communication among the various groups on the studio lot, the new Web‑based systems have made it easier for the facilities department to capture and transmit important information to senior management.

The flexibility to make changes after an application launch in response to user feedback has also resulted in better customer relations. Individuals who use the new Facilities Maintenance System had some adjustments to make, but the rewards are evident.

“The cultural change was fairly significant for the users of the new FMS. Most of the users are tradesmen who are comfortable with little oversight and reporting,” says Holland. “The new system gives high management visibility to the trades’ workload. As for training, the new system was really tailored around the users and customized to support their needs first. As a result, we had very few problems getting users familiar with the system.”

Throughout this initiative, Holland remained mindful that technology is not an automatic solution to the company’s wide range of FM needs.

“You can’t just install a piece of software and expect all of your problems to disappear,” he cautions. “A good Web‑based facilities management system requires an in‑depth analysis of your processes. Automation can help, but ultimately you need good management, a clearly identified project owner who is responsible for the outcome, and a solid understanding of the environment and where your needs aren’t being met.”

By Tracy Carbasho

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