The knowledge of all the parts of a building is an operation that requires a quantity of time and energy, which are often underestimated by the users. In particular, if we talk about companies, whose the core business is closely linked to the usability of all the plants and spaces of a building, the ability to collect and make such information available becomes structural. When the number of properties, branches, multiplies from year to year, following an exponential growth, it is essential to invest resources in the creation of tools that allow to census systematically all the elements of a building and the procedures for a proper use, in order to help the management of the building by the users, the facility and the maintainers. Starting from this issue, this work wants to describe the Centro Medico Santagostino, a strong brand located in Milan, behind which, currently, there are fifteen medical centers with a surface ranging between 200 and 800 squares meters. The Santagostino, from 2009 till today, with its first office in Piazza Sant'Agostino in Milan, is growing at a rate of 50% per year. From the point of view of real estate management this translates into a doubling of the number of centers every eighteen months. Only in the year 2017 six new clinics were opened for a total of 2559 square meters. It is evident the need to structure the knowledge with tools capable of managing the various clininc in an effective and scalable way. The thesis project aims to provide an answer to this need, with the creation of tools capable of gathering all the informations about a center in a single document, to be used as a standard to be replicated on all the branches of the brand. In particular the analysis of Piazza Sant’agostino 1 has been chosen, which is, beyond the first center of the brand, one of the largest and most complex polyclinic intended as high volumes and a multiplicity of connections between users, staff, the technicians and the building. The goal is to make sure that every new branch becomes, from the first day of opening, usable in all its information and procedures even to those who do not know the building; staff, facility managers and maintainers. The objective is set precisely in the logic of scalability, necessary for a company that grows and which, in addition to expanding the property portfolio, also expands its staff. The tools described below also have the function of facilitating and guaranteeing the completeness and quality of the onboarding process and the training of personnel that work in the centers. During this thesis work was developed the “building manual”, that is a file of the building composed of a first part that constitutes the vademecum on how to manage and access to the clinic. A second section dedicated to the planning of maintenance and to all the graphic and documental tools (layouts and technical sheets) available to maintainers, who from time to time can always be updated on the evolution of the Center. Finally, we collected all the procedures to be followed in emergency situations, to which the staff of Santagostino is constantly exposed and who must be able to master. Will then be proposed the structure and contents of the manual of the medical center of Piazza Sant'Agostino, SAG1, telling the phases and the evolution of the project, which will then be systematically replicated on all the sites, present and future, of the brand Santagostino Medical Center. The discussion will be carried out in four chapters: • Chapter 1 will report the state of art of the Italian national health system, with a focus on the path that lead to nowadays critical issues. • Chapter 2 will illustrate the story and the philosophy behind the brand Centro Medico Santagostino, focusing on the Maintenance and New Openings department tools that are strictly correlated with the core business. • Chapter 3 will explain the main aim of the building manual and where the idea came from, discussing why the center of Santagostino has been chosen as protype. • Chapter 4 will go deeply in the bulding manual and in all its sections. • Discussion will report an analysis of the benefits recorded with the introduction of the described tools in the maintenance and new opening processes.
La conoscenza di tutte le parti di un immobile è un’operazione che richiede una quantità di tempo e di energie, che spesso vengono sottovalutati dall’utente. In particolare se parliamo di aziende, il cui core business è strettamente legato alla fruibilità di tutti i servizi e gli spazi di un edificio, diventa strutturale la capacità di raccogliere e rendere disponibili tali informazioni. Quando il numero di immobili, filiali, si moltiplica di anno in anno, in seguito ad una crescita esponenziale, è fondamentale investire risorse nella creazione di strumenti che permettano sistematicamente di censire tutti gli elementi di un immobile e le procedure per un corretto utilizzo, al fine di agevolare la gestione da parte degli utenti, del facility e dei manutentori. A partire da questo spunto ho deciso di analizzare e riportare la mia esperienza al Centro Medico Santagostino, un brand in forte ascesa a Milano, dietro al quale, attualmente, si articolano quindici centri medici, con una superficie che varia tra i 200 e gli 800 mq, una struttura privata poliambulatoriale specialistica, completa e di alta qualità, a costi economicamente accessibili. Il Santagostino, dal 2009 ad oggi, con la prima sede in piazza Sant’Agostino a Milano, sta crescendo ad un ritmo pari al 50% annuo. Dal punto di vista della gestione immobiliare questo si traduce in un raddoppio del numero di sedi ogni diciotto mesi circa. Solo nell’anno 2017 sono stati aperti sei nuovi centri poliambulatoriali per un totale di 2559 mq. È quindi evidente, la necessità di strutturarsi con strumenti capaci di gestire le varie sedi in maniera snella, efficace e scalabile. Il progetto di tesi si prefigge di dare una risposta a questa esigenza, con la creazione di tools capaci di raccogliere tutte le informazioni relative ad una sede, in un unico documento, da poter utilizzare come standard da replicare su tutte le filiali del brand. In particolare si è scelto di analizzare la sede di piazza Sant’Agostino 1, che risulta essere, oltre il primo centro del brand, uno dei poliambulatori più grandi e di maggiore complessità intesa come alti volumi e quindi come molteplicità di connessioni fra gli utenti, il personale, i tecnici e l’edificio. L'obiettivo è quello di far sì che ogni nuova sede diventi, fin dal primo giorno di apertura, fruibile in tutte le sue informazioni e procedure anche a chi non conosce lo stabile; personale, facility manager e manutentori. Obiettivo prefissato proprio nella logica della scalabilità, necessaria ad un’azienda che cresce e che oltre ad ampliare il parco immobiliare allarga anche il proprio organico. I tools in seguito descritti hanno anche la funzione di agevolare e garantire la completezza e qualità del processo di onboarding e formazione del personale dislocato nella sede. Durante questo lavoro di tesi è stato messo a punto il “manuale di sede”, ovvero un fascicolo del fabbricato, composto da una prima parte che costituisce il vademecum su come gestire, utilizzare e affrontare i piccoli problemi ricorrenti del centro, in autonomia senza ricorrere al facility manager, corredato da un censimento impiantistico dell’immobile. Una seconda sezione dedicata alla programmazione delle manutenzioni e a tutti gli strumenti grafici e documentali (layout e schede tecniche) a disposizione dei manutentori, che di volta in volta possono essere sempre aggiornati sull’evoluzione del Centro. Infine abbiamo raccolto tutte le procedure da seguire nelle situazioni di emergenza, a cui il personale del Santagostino è costantemente esposto e che deve saper padroneggiare. Verrà quindi proposta la struttura e i contenuti del manuale di sede del centro medico di piazza Sant’Agostino, SAG1, raccontando le fasi e l’evoluzione della realizzazione del progetto, che sarà poi replicato sistematicamente su tutte le sedi, presenti e future, del brand Centro Medico Santagostino.
The growth of Centro Medico Santagostino. Maintenance and the new openings tools and methods
CODINI, ANDREA
2017/2018
Abstract
The knowledge of all the parts of a building is an operation that requires a quantity of time and energy, which are often underestimated by the users. In particular, if we talk about companies, whose the core business is closely linked to the usability of all the plants and spaces of a building, the ability to collect and make such information available becomes structural. When the number of properties, branches, multiplies from year to year, following an exponential growth, it is essential to invest resources in the creation of tools that allow to census systematically all the elements of a building and the procedures for a proper use, in order to help the management of the building by the users, the facility and the maintainers. Starting from this issue, this work wants to describe the Centro Medico Santagostino, a strong brand located in Milan, behind which, currently, there are fifteen medical centers with a surface ranging between 200 and 800 squares meters. The Santagostino, from 2009 till today, with its first office in Piazza Sant'Agostino in Milan, is growing at a rate of 50% per year. From the point of view of real estate management this translates into a doubling of the number of centers every eighteen months. Only in the year 2017 six new clinics were opened for a total of 2559 square meters. It is evident the need to structure the knowledge with tools capable of managing the various clininc in an effective and scalable way. The thesis project aims to provide an answer to this need, with the creation of tools capable of gathering all the informations about a center in a single document, to be used as a standard to be replicated on all the branches of the brand. In particular the analysis of Piazza Sant’agostino 1 has been chosen, which is, beyond the first center of the brand, one of the largest and most complex polyclinic intended as high volumes and a multiplicity of connections between users, staff, the technicians and the building. The goal is to make sure that every new branch becomes, from the first day of opening, usable in all its information and procedures even to those who do not know the building; staff, facility managers and maintainers. The objective is set precisely in the logic of scalability, necessary for a company that grows and which, in addition to expanding the property portfolio, also expands its staff. The tools described below also have the function of facilitating and guaranteeing the completeness and quality of the onboarding process and the training of personnel that work in the centers. During this thesis work was developed the “building manual”, that is a file of the building composed of a first part that constitutes the vademecum on how to manage and access to the clinic. A second section dedicated to the planning of maintenance and to all the graphic and documental tools (layouts and technical sheets) available to maintainers, who from time to time can always be updated on the evolution of the Center. Finally, we collected all the procedures to be followed in emergency situations, to which the staff of Santagostino is constantly exposed and who must be able to master. Will then be proposed the structure and contents of the manual of the medical center of Piazza Sant'Agostino, SAG1, telling the phases and the evolution of the project, which will then be systematically replicated on all the sites, present and future, of the brand Santagostino Medical Center. The discussion will be carried out in four chapters: • Chapter 1 will report the state of art of the Italian national health system, with a focus on the path that lead to nowadays critical issues. • Chapter 2 will illustrate the story and the philosophy behind the brand Centro Medico Santagostino, focusing on the Maintenance and New Openings department tools that are strictly correlated with the core business. • Chapter 3 will explain the main aim of the building manual and where the idea came from, discussing why the center of Santagostino has been chosen as protype. • Chapter 4 will go deeply in the bulding manual and in all its sections. • Discussion will report an analysis of the benefits recorded with the introduction of the described tools in the maintenance and new opening processes.| File | Dimensione | Formato | |
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https://hdl.handle.net/10589/140408