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Management
The Future of Maintenance,
Reliability, and Operations
Table of Contents
Shaping the Next Generation of Work With Asset Operations Management ���������������������������������������������������5
What Asset Operations Management Means for Maintenance Teams��������������������������������������������������������������������������������������������� 6
3. Measure Teams Based on Why They Do Something Rather Than What They Do�������������������������������������������������������������������10
4. Relentlessly Collect the Right Data, Display the Best Insights, and Provide Actionable Feedback
Through a Centralized Command Center��������������������������������������������������������������������������������������������������������������������������������������11
Reduced Downtime����������������������������������������������������������������������������������������������������������������������������������������������������������������������������������13
Conclusion���������������������������������������������������������������������������������������������������������������������������������������������������������������������16
About UpKeep���������������������������������������������������������������������������������������������������������������������������������������������������������������17
Today, asset-intensive companies are divided. Despite having access to more technical data and tools than ever
before, these organizations find themselves at a crossroads: continue working in inefficient and misaligned data
silos, or work holistically toward the same goal by leveraging technology advances and a new mindset.
Unfortunately, many companies are traveling down the first path, which led us to ask, “Why is that, and what can
we do about it?” Based on market trends we’ve seen in internal deals as well as from industry publications and
analysts, we uncovered three major hurdles.
It’s because data is still siloed within teams, and users aren’t able to unlock its full potential. Siloed data causes
information gaps, which turns into rework. In our 2021 State of Maintenance Report, we found that 20% of
work done in the field is due to rework (work redone when the original work was done incorrectly). This not only
speaks to a lack of information sharing between teams, but also an inaccurate understanding of the current
state of an asset.
It should be noted that digitalization is not about replacing technicians with technology; it’s about augmenting
and amplifying their expertise.
As we continued thinking about the problem, we realized the answer wasn’t going to be a traditional CMMS,
EAM, or ERP. Companies need a better solution, a robust platform. Specifically, one that:
We can no longer look at maintenance, reliability, and operations as three different teams with three different
goals. Today, companies must work as one team working on Asset Operations to achieve a common goal.
Asset Operations Entire asset life cycle Comprehensive equipment Business outcomes
health metrics
We’ve coined the term Asset Operations Management, and it’s about company-wide intelligence. Asset
Operations Management threads together an organization’s technician services, passive and active data, and
unique operational blueprint to make it easier and faster for every employee to get what they need to do their
jobs successfully.
It’s the only solution purpose-built to manage multi-location, day-to-day maintenance life cycles; optimize asset
utilization; and gain insights into real-time performance data. Maintenance, reliability, and operations teams now
have one easy-to-use tool to drive efficiency and effectiveness across the organization.
Asset Operations Management is user-led and focused on driving adoption throughout an organization. Here’s
what that means for maintenance teams.
Improved Service: The speed and quality of Increased Overall Business Productivity: Obstacles
responsiveness is increased within mobile tools where are removed for users to get back to work faster and
technicians work. Fragmented systems are grouped be their most productive.
into one place, so technicians can quickly locate
answers without switching between systems. Extended Value of Existing Investments: Asset
Operations Management is integrated with a company’s
Better Use of Resources: Technicians are freed up tech stack for a central knowledge base to connect
from manual work, optimizing their time on other fragmented systems.
critical issues.
Easier Work Management: Never lose a work order
Efficiency Through Automation: Routine answers are again, and automatically load-balance tasks based on
automated through AI-driven work orders for the best existing volume.
use of resources.
Asset Operations Management is built with maintenance teams in mind. It’s a mobile-first experience that gets
buy-in for the platform from day 1.
Improved Reliability: Getting ahead of preventive Deeper Reporting and Analytics: Leaders receive
maintenance to ensure uptime, and increasing the granular data on each interaction to find ways to
speed and quality of responsiveness to routine facility enhance and optimize performance.
questions.
Traceability and Audit Trail: Every item is
Automated Issue Assignment: With Asset Operations automatically logged and tracked for any and all
Management, tasks can be automatically assigned to regulatory/compliance needs.
appropriate team members with the correct expertise.
Greater Visibility and Control: Teams get a complete
Reduced Paperwork: Asset Operations Management picture of all work orders performed, ensuring nothing
continuously tracks interactions within a facility versus falls through the cracks to optimize overall service and
employees having to manually log each step. workload balance.
Asset Operations Management transforms how reliability is reported on in order to shift how reliability is valued.
This new paradigm drives accountability and streamlines workflows to reduce menial tasks and to focus on the
important issues.
Strengthened Resource Allocation: Workers are Visibility, Reporting, and Analytics: Operations teams
applied to where they’re needed most, maximizing get granular data on each interaction to assist with
systems in the most effective ways to further the enhancing and optimizing performance.
organization’s goals and KPIs.
Extended Value of Existing Investments: Asset
Improved Speed of Service: The speed and quality of Operations Management is integrated with a company’s
responses are increased, giving operations teams the tech stack for a central knowledge base to connect
efficiency they need to make better decisions. fragmented systems.
Increased Uptime: Obstacles are removed for assets Better Asset Management: A regular preventive
to get proactive maintenance, allowing team members maintenance plan can be initiated, which reduces
to plan their work and be their most productive. equipment downtime and achieves the full useful life of
assets. Asset Operations Management also anticipates
replacement parts needed, and management can get
real-time notifications of part quantities.
Asset Operations Management offers an operations team one operational blueprint for their company with
efficient workflows and the visibility to improve workplace operations.
Modern teams must be proactive, flexible, and built for unplanned events. And the best way for that to happen
is a unified front. If companies remain divided in three teams, leadership will continue to view the essential
duties of maintenance, reliability, and operations as a cost center.
Traditional CMMS, EAM, and ERP systems don’t have the easy-to-use workflows, adoption, and integration
companies need to operate in today’s climate, nor do they work at the pace at which the modern technician
thrives. But we have the opportunity to break this cycle! And the most powerful thing we can do is shift the
industry’s mindset.
In this section, we’ll outline the eight pillars of Asset Operations. These are the core ideas behind the larger
concept, and they’ll provide a better understanding of what Asset Operations truly encompasses.
Relentlessly collect the right data, display the best insights, and
4 provide actionable feedback through a centralized command center.
PILLAR 2
PILLAR 3
Measure Teams Based on Why They Do Something Rather Than What They Do
Asset Operations combines both cost and revenue data and brings it to the forefront, so leaders can look
past what teams are doing and instead their impact. It changes the conversation from, “How many hours did
you work today?” to, “This is the value you’ve added to the business today.”
Relentlessly Collect the Right Data, Display the Best Insights, and Provide
Actionable Feedback Through a Centralized Command Center
The next generation of maintenance will come from collecting the right data, displaying the best insights, and
providing actionable feedback. There are four key ingredients:
4. Workflow engine
PILLAR 5
Asset Operations is purpose-built to bring together maintenance, operations, and reliability data to make
important business decisions, with full visibility across the entire life cycle of maintenance, asset management,
and operations.
Teams can easily create comprehensive reports, build their own dashboards, and leverage all the data the team
generates to gain essential insights.
Identifying maintenance trends. Working with IoT, ERP, and EAM data. Convenient and immediate assistance with
a conversational omnichannel experience. Real-time monitoring. Achieving the full useful life of assets. Unlocking
technicians’ productivity and moving work forward faster.
PILLAR 7
PILLAR 8
Across our 3,000+ customers, we’ve averaged out the results we’ve seen from Asset Operations Management.
Some of the core benefits our customers have seen include a decrease in labor costs, increase in efficiency, and
increased asset lifespan, which translates to production cost savings and more.
One of the central features of Asset Operations Management is the full visibility across an asset’s entire life cycle.
Within that life cycle, our customers have benefited in a few key areas.
Reduced Downtime
We all know that downtime is to be avoided unless absolutely
necessary. Those that have implemented Asset Operations
Management have seen anywhere between a 10% to 40%
reduction in unplanned downtime. This means more money
for the business. One of our customers was even able to
save $680K over three years, as cited in our Forrester
Total Economic Impact Report.
Implementing a new initiative at any organization is a task fraught with headaches. An idea can sound great,
but how does your team get there? Often the reason these initiatives fail is due to a few key issues. Luckily,
these hurdles are easily overcome with the right strategy. In this section, we’ll show you best practices for
implementing Asset Operations Management at your organization.
It’s important to ensure your goals are based on your business’ needs. Additionally, you’ll need plans for
how these objectives will be executed and how to measure success. When determining what objectives are
best for your organization, consult with personnel at all levels, from your technicians all the way up to your
administrators.
It’s important to make sure the whole organization is in on the implementation process, but it also helps to have
one person who will spearhead the operation and help bring all other parties together.
Generally, the best qualities to look for when choosing members of your implementation team are those who
are:
Familiarity with how your business’ processes work, such as maintenance workflows or the way data is
organized, also helps.
Companies across the country are dealing with a labor shortage and high turnover. At the same time, the
demand for maintenance workers is projected to grow by up to 13% over the next ten years due to the
continued adoption of new technology.
However, we’ve also read that as many as 2.1 million manufacturing jobs in the U.S. will be unfilled through 2030.
Plus, employers say it’s 36% harder to find talent today than in 2018. Attrition rates are as high as 25%. Can you
imagine turning over your entire workforce every four years? That’s what’s happening right now.
When we think about our shift to maintenance, reliability, and operations being better supported, better valued,
and finally understood, we believe Asset Operations Management isn’t just important but absolutely critical for
our industry.
People in the industry may say, “I like how this sounds, but it will never happen here.” But it’s important to
remember that “impossible” things have happened before, and it always starts with a group of people believing.
We’ve spoken with many people in the industry, and they believe in this change.
“This divide between operations and maintenance has been created due to our reward
system. Eliminating silos and making an “Asset Centric” system will allow us all to
accomplish more.”
Ramesh Gulati
Asset Management and Reliability Planning Manager at Jacobs
“While continuous improvement efforts are great for gradual progress, disruption is
needed to make quantum leaps. In order to do this, such ideas need to be BOLD to get
people’s attention. Ryan and UpKeep are providing this vision of what could be, but in
the end it is up to US in the field to make a difference. You cannot do what you cannot
imagine, so why not imagine BIG!”
Bob Latino
Principal Consultant at Prelical Solutions
With Asset Operations Management, we’re changing the conversation from success being measured by tasks
and completion rate to outcomes and ROI. Not only is this possible, it’s more important now than ever before.
The next generation of maintenance is possible, necessary, and starts with all of us.