The thesis deals with the digitalization of facility management processes, with particular reference to the waste management service. The thesis takes as its application the case study of a Company in the pharmaceutical sector and the development of a waste management service for it, with the support of eFM. eFM is a consulting company operating in the Real Estate sector with the aim of effectively supporting third parties in the management of non-core services during the useful life of a property. With the support of eFM, the thesis develops and applies an advanced service governance model based on the use of MySpot powered by Archibus ® information platform for the management of the waste management service within the Real Estate portfolio of pharmacies in the assumed case study. This thesis examines how the introduction of a centralized information system, implemented by eFM, can make information management more efficient, ensure data traceability, optimize the planning of waste collection, management, and disposal activities, and optimize operating costs. By implementing a digital platform, data on quantities, costs and disposal frequencies can be collected, also historicized, and analyzed in real time. In addition, this data enables greater operational transparency and inform decision-making processes, including through advanced digital tools such as dashboard for monitoring SLAs (Service Level Agreements) and KPIs (Key Performance Indicators). In particular, the thesis proposes specific solutions to improve pharmaceutical waste management, divided into four main areas: i. New process for the management and evaluation of requests for waste collection activities (Help Desk service) and the integration of the related procedures in a section of the digital platform MySpot, powered by Archibus ®, of eFM. ii. New centralized management of data, also collected in real time, useful for optimizing the economic and technical evaluation processes related to on-demand requests. iii. Extension of the existing system of SLAs and KPIs and digital dashboards to the monitoring of the performance of the waste management service. iv. Introduction of a customer satisfaction campaign to monitor user perceptions. The customer satisfaction questionnaires are managed by the information system, which collects the responses and assesses the level of satisfaction, promoting a continuous improvement approach.
La tesi affronta il tema della digitalizzazione dei processi di gestione dei servizi di facility management, con particolare riferimento al servizio di waste managemente. La tesi assume come caso studio applicativo, il caso di un’azienda del settore farmaceutico e dello sviluppo per essa del servizio di gestione rifiuti, con il supporto di eFM. eFM è una società di consulenza che opera nell’ambito del Real Estate, con l’obiettivo di supportare efficacemente soggetti terzi nella gestione dei servizi no core che ruotano attorno alla vita utile dell’immobile. Con il supporto di eFM la tesi sviluppa e applica un modello di service governance avanzato, basato sull’utilizzo della piattaforma informativa MySpot powered by Archibus ®, per la gestione del servizio di waste management nell’ambito del portafoglio immobiliare di farmacie del caso studio assunto. La presente tesi esplora come l'introduzione di un sistema informativo centralizzato, possa efficientare la gestione informativa, garantire la tracciabilità dei dati, ottimizzare la pianificazione degli interventi di raccolta, gestione e smaltimento dei rifiuti e ottimizzarne i costi operativi. Mediante l'implementazione di una piattaforma digitale, i dati relativi ai volumi, ai costi e alle frequenze di smaltimento possono essere raccolti, storicizzati e analizzati in tempo reale. Inoltre, questi dati permettono di garantire maggiore trasparenza operativa e di informare sui processi decisionali, anche attraverso strumenti digitali avanzati come dashboard per il monitoraggio di SLA (Service Level Agreements) e KPI (Key Performance Indicators). In particolare, la tesi propone specifiche soluzioni per migliorare la gestione dei rifiuti farmaceutici, articolate in quattro ambiti principali: i. Nuovo processo di gestione e valutazione delle richieste di intervento raccolta rifiuti (servizio di Help Desk) e integrazione di relative procedure in una sezione della piattaforma digitale MySpot powered by Archibus ® di eFM. ii. Nuova gestione centralizzata di dati, raccolti anche in tempo reale utile per ottimizzare i processi di valutazione economica e tecnica, relativi alle richieste on-demand. iii. Estensione del sistema esistente di SLAs e KPIs e di digital dashboards per il monitoraggio delle performance del servizio di waste managememt. iv. Introduzione di una campagna di customer satisfaction per il monitoraggio della percezione degli utenti. I questionari del customer satisfaction sono gestiti dal sistema informativo che ne raccoglie le risposte e valuta livello di soddisfacimento favorendo un approccio di miglioramento continuo.
The application of a digital service governance model for the management of facility services : information tools for advanced waste management in pharmacies
Zheng, Weiyu
2023/2024
Abstract
The thesis deals with the digitalization of facility management processes, with particular reference to the waste management service. The thesis takes as its application the case study of a Company in the pharmaceutical sector and the development of a waste management service for it, with the support of eFM. eFM is a consulting company operating in the Real Estate sector with the aim of effectively supporting third parties in the management of non-core services during the useful life of a property. With the support of eFM, the thesis develops and applies an advanced service governance model based on the use of MySpot powered by Archibus ® information platform for the management of the waste management service within the Real Estate portfolio of pharmacies in the assumed case study. This thesis examines how the introduction of a centralized information system, implemented by eFM, can make information management more efficient, ensure data traceability, optimize the planning of waste collection, management, and disposal activities, and optimize operating costs. By implementing a digital platform, data on quantities, costs and disposal frequencies can be collected, also historicized, and analyzed in real time. In addition, this data enables greater operational transparency and inform decision-making processes, including through advanced digital tools such as dashboard for monitoring SLAs (Service Level Agreements) and KPIs (Key Performance Indicators). In particular, the thesis proposes specific solutions to improve pharmaceutical waste management, divided into four main areas: i. New process for the management and evaluation of requests for waste collection activities (Help Desk service) and the integration of the related procedures in a section of the digital platform MySpot, powered by Archibus ®, of eFM. ii. New centralized management of data, also collected in real time, useful for optimizing the economic and technical evaluation processes related to on-demand requests. iii. Extension of the existing system of SLAs and KPIs and digital dashboards to the monitoring of the performance of the waste management service. iv. Introduction of a customer satisfaction campaign to monitor user perceptions. The customer satisfaction questionnaires are managed by the information system, which collects the responses and assesses the level of satisfaction, promoting a continuous improvement approach.| File | Dimensione | Formato | |
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https://hdl.handle.net/10589/231180