Problem:
For years, a prominent hospital in Kansas City had their elevator maintenance contract with a vendor with whom they lost trust over time. The communication with their previous vendor’s technicians and office staff was inadequate and the Facility Management team found that vendor to be deceptive at times. Beyond that, the vendor also used contractual loopholes leading to incremental charges outside of the scope of their agreement. All of this led to years of deferred maintenance and repairs on their highly used equipment prompting service calls well beyond industry standards and their own expectations.
Solution:
Working collaboratively with the client team, Midwest Elevator formed a multi-phased plan to address the previous vendor’s years of neglect. The first step involved a series of initial improvements to bring their elevators back to acceptable standards. Through a series of ongoing, monthly meetings, we reviewed performance reports, maintenance time spent and service call trends to determine where the most impactful problems were occurring to invest the time and parts that would make the greatest impact on performance so that ultimately, Midwest Elevator could proactively make the scheduled repairs and maintenance to minimize unexpected downtime.
Results:
Within the first three months, Midwest Elevator showed steady improvement in reducing the number of callbacks month-over-month. In just those first three months, we reduced callbacks by over 70% and have held steady or improved upon those reductions ever since. By improving the performance of their elevators, the hospital improved the efficiency of their operations and their patient experience by having their elevators performing at or above industry standards since Midwest Elevator assumed the role of their elevator service provider.
- Callbacks