Story Category: Corporate

Yelp

Background

Founded in 2004 and headquartered in San Francisco, Yelp allows consumers to locate and review businesses on its mobile app and website. Yelp’s users have contributed approximately 148 million cumulative reviews of almost every type of local business, from restaurants, boutiques and salons to dentists, mechanics, plumbers and more. These reviews are written by people using Yelp to share their everyday local business experiences, giving voice to consumers and bringing “word of mouth” online. Businesses, both small and large, use the Yelp platform to engage with consumers at the critical moment when they are deciding where to spend their money. Yelp’s business revolves around three key constituencies: the contributors who write reviews, the consumers who read them and the local businesses that they describe.

Today, Yelp has eight offices around the US and Europe, with over 5,000 employees.

Challenges

The dizzying pace of web-based companies—who are constantly changing, growing, merging, acquiring, redirecting and adapting to the demands of the market—requires a new way of thinking about planning and managing people, space and moves. At Yelp, that dizzying pace was putting a real strain on sales managers and facilities management teams alike.

As a fast growing, sales driven, web-based operation, Yelp moves between 200-400 people per month at any one of their 4 primary sales offices. Moves are not occasional, but continual. New sales people arrive monthly, are trained, and after two months they “graduate” and are relocated to another team within the organization. At the same time, managers may be relocated to new roles, transferred to another facility, or swap teams to shore up a department. This constant movement generates staggering churn—conceivably, the facilities team might need to manage up to 1,500 moves a month across multiple offices. Beyond sales, Yelp’s innovative growth strategies—like new acquisitions and/or mergers—also generate changes that can’t always be planned for in advance. Yelp’s challenge was clear: to find a system that could keep pace with the staggering speed of a successful, web-based organization.

The Solution

When Yelp started the process of searching for a new Integrated Workplace Management System (IWMS), they had a strong vision for what it needed to do. The new system must:

  • Automate the move process
  • Integrate with existing systems in the organization, including Oracle and, later, Workday
  • Speed up the process of a move
  • Allow move requests to be made quickly by managers
  • Eliminate user error (such as entering the wrong desk number into the system)
  • Allow for post-move updates and reporting
  • Be implemented with minimum organizational disruption

They chose FM:Interact because it met, and exceeded, these baseline requirements, and beginning with the Move & Space Management modules—they finally had the capacity to keep pace with change. FM:Interact helps them with complex relocations and space planning by enabling them to better analyze the efficiency of their existing conditions and make decisions based upon real-time feedback and analytics. The Yelp facilities team can quickly and easily view floor plans, teams, move requests and more which helps them to stay on top of their dynamic workplace and make all the right moves.

The Results

Today, Yelp is using FM:Interact to plan and manage moves that used to be exceedingly laborious to orchestrate. Benefits of the system include:

Speed
Just five years ago, the facilities team at Yelp was able to manage moves with a complicated but carefully coordinated system of color coded “before and after” maps; basically, using AutoCAD, spreadsheets, highlighters, pens, printers and labels. It was a highly detailed, hand crafted system that worked for a limited number of moves per month. While it was effective for managing those limited moves, it wasn’t exactly agile—a single change might take days to implement—and a single move request may not get addressed until the following month if it came in after the map plan was complete.

In addition, the sheer amount of manual detail work it took to create these maps required hours of overtime with every single move. Now, hundreds of moves can be concurrently managed in less time than it might have taken to manage a single move project at a single site.

Ease of Use
As Yelp continues to roll out FM:Interact across the United States and abroad, employees continue to appreciate how easy it is to use. This is particularly important with a young culture—an organization with many young managers who, while savvy with Web services and apps, may have limited experience with any kind of operational software systems. The colorful, easy on the eye graphic interface lets users quickly access the level of data they need without handholding, manual-surfing or lengthy training. Sales managers can request a move quickly and easily with a single click, IT staff are continually up to date with where people are within the organization and facilities teams can easily visualize space.

Faster Service
Yelp has also seen faster response times to requests for maintenance, furniture, IT or any facility request because the facility team has constant, real-time access to vacancies, occupancies and employee location. Being able to accurately identify where people are—and anticipate when changes are occurring—has helped Yelp stay more efficient and productive. The system has also streamlined the process of move requests—eliminating user error and speeding the time from the request to response.

Integration
The information Yelp pulls from FM:Interact has implications beyond looking day to day at data, as it can be integrated with operational systems used by senior management throughout the organization. Data from FM:Interact works seamlessly with Workday, allowing senior executives to think more strategically and creatively about how space is used.

Photography courtesy of Jasper Sanidad

Interested in learning how FM:Interact can help your organization save time, money & resources? Contact us today!

Herman Miller

Herman Miller

Background

Herman Miller creates great places to work by researching, designing, manufacturing, and distributing innovative interior furnishings that support companies, organizations and individuals all over the world. The company’s award-winning products, complemented by primary furniture-management services, generated nearly $2 billion in revenue during fiscal 2000. Herman Miller is widely recognized both for its innovative products and business practices, including the use of industry-leading, customer-focused technology. Herman Miller has been headquartered in Zeeland, Michigan, since their founding in 1923. Herman Miller employee-owners value and foster good design, participative management and environmental responsibility.

Facilities and Property Overview

Herman Miller’s west Michigan facilities encompass 10 buildings, totaling 2.6 million square feet. The five campuses house quite diverse office, warehouse and manufacturing functions. The corporate headquarters in Holland is called the Design Yard, with unique groupings of buildings reminiscent of American barn design. Not only does the Design Yard house office space – it is where Herman Miller concepts are designed and products are tested. Another unique building is the Green House, its sustainable architecture reflecting Herman Miller’s commitment to protecting the environment.

Challenges

Prior to implementing FM:Space, Herman Miller used three different processes to manage workplace information – a work order system, a real estate system and paper floor plans for space management. The systems did not “talk to each other” making workplace information difficult to gather and share. With the initial implementation of the FM:Systems solutions thirteen years ago, Herman Miller addressed these challenges. Over time, Herman Miller has continued to expand its implementation to address new business problems and create a comprehensive integrated workplace management system (IWMS).

Solution

In 1996 Dave Kuiper, corporate workplace strategist for Herman Miller, and his team reviewed several CAFM systems, evaluating them for capabilities, ease of operation and cost. After deciding upon FM:Space, Herman Miller’s in-house team proceeded with implementation. The team prepared CAD drawings, imported data from Human Resources, tested and then launched the system. Herman Miller implemented the FM:Interact Workplace Management Suite with the hands-on support of the FM:Systems consulting services team. Now that implementation is complete, all departments in the west Michigan facility use the expanded system – from site coordinators to project managers to workplace strategists. With FM:Interact the company benefits from enterprise-wide access to drawings and reports, stacking and strategic planning capabilities, and continued productivity improvements.

Results

Kuiper and his team have realized significant benefits as a result of implementing FM:Systems’ technology. These benefits include:

  • Reduced annual move spend. Herman Miller cut move costs from $2 million per year to less than $250,000 per year. They realized move spend reductions by enabling the use of space standards to simplify the move process, eliminating unneeded reconfiguration projects and reducing warehousing of furniture and related assets.
  • Increased productivity of the workplace strategies group. Since using FM:Space and companion modules, the company has been able to implement more efficient and automated workplace processes. This has directly resulted in enormous savings in time and effort, enabling Herman Miller to reduce move times by 88%. Kuiper notes, “FM:Interact helped us improve planning and coordination and, as a result, we can complete moves in one day as compared to seven days before implementation.”
  • Improved customer service with enterprise access to facility information. Since implementing FM:Interact, all employees have benefited from web-based access to employee information, floor plans, and views of move or service request status. Enterprise access to their facility data has helped Herman Miller improve customer service. “Our customer satisfaction score went from 90% to 97% during a three year period,” said Kuiper.
  • Improved accuracy of facility data. Better visibility into space and occupancy has helped Herman Miller improve utilization of space and served as the foundation for move and service request process improvements.
  • Automated publishing to CAD drawings. With FM:System’s Dynamic Drawings component, Herman Miller is able to automatically show updated information on CAD drawings in a web browser. In the past, the organization was publishing this information manually three times per week. Now end-users are able to get real-time, visual displays of move plans, vacancies, etc.

In addition to the benefits listed above, Herman Miller’s latest expansion of FM:Interact will continue to improve productivity.

“FM:Interact’s integration with Crystal Reports gives us the capability to do better reporting and make reports available online,” says Kuiper. “Right now we have several different areas of the company that are interested in getting access. IT is interested in having this information as well as telecom. In the past we had a manual process to generate a Crystal Report, and then we had to email it to the individual or department – FM:Interact saves us a lot of time by letting employees view real-time workplace reports from their Web browsers.”

Kuiper is also excited about the stacking and strategic planning module. The robust stacking feature allows Herman Miller to better determine future space requirements – an important factor considering the nearly 50% churn rate manufacturing companies endure – helping to best utilize the available space and reduce churn rates.

Additionally, the company plans to expand its use of the asset module beyond artwork in order to track telecom and IT resources, and plans to deploy FM:Interact internationally when their new UK facility opens.[:es]

Background

Herman Miller creates great places to work by researching, designing, manufacturing, and distributing innovative interior furnishings that support companies, organizations and individuals all over the world. The company’s award-winning products, complemented by primary furniture-management services, generated nearly $2 billion in revenue during fiscal 2000. Herman Miller is widely recognized both for its innovative products and business practices, including the use of industry-leading, customer-focused technology. Herman Miller has been headquartered in Zeeland, Michigan, since their founding in 1923. Herman Miller employee-owners value and foster good design, participative management and environmental responsibility.

Facilities and Property Overview

Herman Miller’s west Michigan facilities encompass 10 buildings, totaling 2.6 million square feet. The five campuses house quite diverse office, warehouse and manufacturing functions. The corporate headquarters in Holland is called the Design Yard, with unique groupings of buildings reminiscent of American barn design. Not only does the Design Yard house office space – it is where Herman Miller concepts are designed and products are tested. Another unique building is the Green House, its sustainable architecture reflecting Herman Miller’s commitment to protecting the environment.

Challenges

Prior to implementing FM:Space, Herman Miller used three different processes to manage workplace information – a work order system, a real estate system and paper floor plans for space management. The systems did not “talk to each other” making workplace information difficult to gather and share. With the initial implementation of the FM:Systems solutions thirteen years ago, Herman Miller addressed these challenges. Over time, Herman Miller has continued to expand its implementation to address new business problems and create a comprehensive integrated workplace management system (IWMS).

Solution

In 1996 Dave Kuiper, corporate workplace strategist for Herman Miller, and his team reviewed several CAFM systems, evaluating them for capabilities, ease of operation and cost. After deciding upon FM:Space, Herman Miller’s in-house team proceeded with implementation. The team prepared CAD drawings, imported data from Human Resources, tested and then launched the system. Herman Miller implemented the FM:Interact Workplace Management Suite with the hands-on support of the FM:Systems consulting services team. Now that implementation is complete, all departments in the west Michigan facility use the expanded system – from site coordinators to project managers to workplace strategists. With FM:Interact the company benefits from enterprise-wide access to drawings and reports, stacking and strategic planning capabilities, and continued productivity improvements.

Results

Kuiper and his team have realized significant benefits as a result of implementing FM:Systems’ technology. These benefits include:

  • Reduced annual move spend. Herman Miller cut move costs from $2 million per year to less than $250,000 per year. They realized move spend reductions by enabling the use of space standards to simplify the move process, eliminating unneeded reconfiguration projects and reducing warehousing of furniture and related assets.
  • Increased productivity of the workplace strategies group. Since using FM:Space and companion modules, the company has been able to implement more efficient and automated workplace processes. This has directly resulted in enormous savings in time and effort, enabling Herman Miller to reduce move times by 88%. Kuiper notes, “FM:Interact helped us improve planning and coordination and, as a result, we can complete moves in one day as compared to seven days before implementation.”
  • Improved customer service with enterprise access to facility information. Since implementing FM:Interact, all employees have benefited from web-based access to employee information, floor plans, and views of move or service request status. Enterprise access to their facility data has helped Herman Miller improve customer service. “Our customer satisfaction score went from 90% to 97% during a three year period,” said Kuiper.
  • Improved accuracy of facility data. Better visibility into space and occupancy has helped Herman Miller improve utilization of space and served as the foundation for move and service request process improvements.
  • Automated publishing to CAD drawings. With FM:System’s Dynamic Drawings component, Herman Miller is able to automatically show updated information on CAD drawings in a web browser. In the past, the organization was publishing this information manually three times per week. Now end-users are able to get real-time, visual displays of move plans, vacancies, etc.

In addition to the benefits listed above, Herman Miller’s latest expansion of FM:Interact will continue to improve productivity.

“FM:Interact’s integration with Crystal Reports gives us the capability to do better reporting and make reports available online,” says Kuiper. “Right now we have several different areas of the company that are interested in getting access. IT is interested in having this information as well as telecom. In the past we had a manual process to generate a Crystal Report, and then we had to email it to the individual or department – FM:Interact saves us a lot of time by letting employees view real-time workplace reports from their Web browsers.”

Kuiper is also excited about the stacking and strategic planning module. The robust stacking feature allows Herman Miller to better determine future space requirements – an important factor considering the nearly 50% churn rate manufacturing companies endure – helping to best utilize the available space and reduce churn rates.

Additionally, the company plans to expand its use of the asset module beyond artwork in order to track telecom and IT resources, and plans to deploy FM:Interact internationally when their new UK facility opens.[:sv]

Background

Herman Miller creates great places to work by researching, designing, manufacturing, and distributing innovative interior furnishings that support companies, organizations and individuals all over the world. The company’s award-winning products, complemented by primary furniture-management services, generated nearly $2 billion in revenue during fiscal 2000. Herman Miller is widely recognized both for its innovative products and business practices, including the use of industry-leading, customer-focused technology. Herman Miller has been headquartered in Zeeland, Michigan, since their founding in 1923. Herman Miller employee-owners value and foster good design, participative management and environmental responsibility.

Facilities and Property Overview

Herman Miller’s west Michigan facilities encompass 10 buildings, totaling 2.6 million square feet. The five campuses house quite diverse office, warehouse and manufacturing functions. The corporate headquarters in Holland is called the Design Yard, with unique groupings of buildings reminiscent of American barn design. Not only does the Design Yard house office space – it is where Herman Miller concepts are designed and products are tested. Another unique building is the Green House, its sustainable architecture reflecting Herman Miller’s commitment to protecting the environment.

Challenges

Prior to implementing FM:Space, Herman Miller used three different processes to manage workplace information – a work order system, a real estate system and paper floor plans for space management. The systems did not “talk to each other” making workplace information difficult to gather and share. With the initial implementation of the FM:Systems solutions thirteen years ago, Herman Miller addressed these challenges. Over time, Herman Miller has continued to expand its implementation to address new business problems and create a comprehensive integrated workplace management system (IWMS).

Solution

In 1996 Dave Kuiper, corporate workplace strategist for Herman Miller, and his team reviewed several CAFM systems, evaluating them for capabilities, ease of operation and cost. After deciding upon FM:Space, Herman Miller’s in-house team proceeded with implementation. The team prepared CAD drawings, imported data from Human Resources, tested and then launched the system. Herman Miller implemented the FM:Interact Workplace Management Suite with the hands-on support of the FM:Systems consulting services team. Now that implementation is complete, all departments in the west Michigan facility use the expanded system – from site coordinators to project managers to workplace strategists. With FM:Interact the company benefits from enterprise-wide access to drawings and reports, stacking and strategic planning capabilities, and continued productivity improvements.

Results

Kuiper and his team have realized significant benefits as a result of implementing FM:Systems’ technology. These benefits include:

  • Reduced annual move spend. Herman Miller cut move costs from $2 million per year to less than $250,000 per year. They realized move spend reductions by enabling the use of space standards to simplify the move process, eliminating unneeded reconfiguration projects and reducing warehousing of furniture and related assets.
  • Increased productivity of the workplace strategies group. Since using FM:Space and companion modules, the company has been able to implement more efficient and automated workplace processes. This has directly resulted in enormous savings in time and effort, enabling Herman Miller to reduce move times by 88%. Kuiper notes, “FM:Interact helped us improve planning and coordination and, as a result, we can complete moves in one day as compared to seven days before implementation.”
  • Improved customer service with enterprise access to facility information. Since implementing FM:Interact, all employees have benefited from web-based access to employee information, floor plans, and views of move or service request status. Enterprise access to their facility data has helped Herman Miller improve customer service. “Our customer satisfaction score went from 90% to 97% during a three year period,” said Kuiper.
  • Improved accuracy of facility data. Better visibility into space and occupancy has helped Herman Miller improve utilization of space and served as the foundation for move and service request process improvements.
  • Automated publishing to CAD drawings. With FM:System’s Dynamic Drawings component, Herman Miller is able to automatically show updated information on CAD drawings in a web browser. In the past, the organization was publishing this information manually three times per week. Now end-users are able to get real-time, visual displays of move plans, vacancies, etc.

In addition to the benefits listed above, Herman Miller’s latest expansion of FM:Interact will continue to improve productivity.

“FM:Interact’s integration with Crystal Reports gives us the capability to do better reporting and make reports available online,” says Kuiper. “Right now we have several different areas of the company that are interested in getting access. IT is interested in having this information as well as telecom. In the past we had a manual process to generate a Crystal Report, and then we had to email it to the individual or department – FM:Interact saves us a lot of time by letting employees view real-time workplace reports from their Web browsers.”

Kuiper is also excited about the stacking and strategic planning module. The robust stacking feature allows Herman Miller to better determine future space requirements – an important factor considering the nearly 50% churn rate manufacturing companies endure – helping to best utilize the available space and reduce churn rates.

Additionally, the company plans to expand its use of the asset module beyond artwork in order to track telecom and IT resources, and plans to deploy FM:Interact internationally when their new UK facility opens.[:it]

Background

Herman Miller creates great places to work by researching, designing, manufacturing, and distributing innovative interior furnishings that support companies, organizations and individuals all over the world. The company’s award-winning products, complemented by primary furniture-management services, generated nearly $2 billion in revenue during fiscal 2000. Herman Miller is widely recognized both for its innovative products and business practices, including the use of industry-leading, customer-focused technology. Herman Miller has been headquartered in Zeeland, Michigan, since their founding in 1923. Herman Miller employee-owners value and foster good design, participative management and environmental responsibility.

Facilities and Property Overview

Herman Miller’s west Michigan facilities encompass 10 buildings, totaling 2.6 million square feet. The five campuses house quite diverse office, warehouse and manufacturing functions. The corporate headquarters in Holland is called the Design Yard, with unique groupings of buildings reminiscent of American barn design. Not only does the Design Yard house office space – it is where Herman Miller concepts are designed and products are tested. Another unique building is the Green House, its sustainable architecture reflecting Herman Miller’s commitment to protecting the environment.

Challenges

Prior to implementing FM:Space, Herman Miller used three different processes to manage workplace information – a work order system, a real estate system and paper floor plans for space management. The systems did not “talk to each other” making workplace information difficult to gather and share. With the initial implementation of the FM:Systems solutions thirteen years ago, Herman Miller addressed these challenges. Over time, Herman Miller has continued to expand its implementation to address new business problems and create a comprehensive integrated workplace management system (IWMS).

Solution

In 1996 Dave Kuiper, corporate workplace strategist for Herman Miller, and his team reviewed several CAFM systems, evaluating them for capabilities, ease of operation and cost. After deciding upon FM:Space, Herman Miller’s in-house team proceeded with implementation. The team prepared CAD drawings, imported data from Human Resources, tested and then launched the system. Herman Miller implemented the FM:Interact Workplace Management Suite with the hands-on support of the FM:Systems consulting services team. Now that implementation is complete, all departments in the west Michigan facility use the expanded system – from site coordinators to project managers to workplace strategists. With FM:Interact the company benefits from enterprise-wide access to drawings and reports, stacking and strategic planning capabilities, and continued productivity improvements.

Results

Kuiper and his team have realized significant benefits as a result of implementing FM:Systems’ technology. These benefits include:

  • Reduced annual move spend. Herman Miller cut move costs from $2 million per year to less than $250,000 per year. They realized move spend reductions by enabling the use of space standards to simplify the move process, eliminating unneeded reconfiguration projects and reducing warehousing of furniture and related assets.
  • Increased productivity of the workplace strategies group. Since using FM:Space and companion modules, the company has been able to implement more efficient and automated workplace processes. This has directly resulted in enormous savings in time and effort, enabling Herman Miller to reduce move times by 88%. Kuiper notes, “FM:Interact helped us improve planning and coordination and, as a result, we can complete moves in one day as compared to seven days before implementation.”
  • Improved customer service with enterprise access to facility information. Since implementing FM:Interact, all employees have benefited from web-based access to employee information, floor plans, and views of move or service request status. Enterprise access to their facility data has helped Herman Miller improve customer service. “Our customer satisfaction score went from 90% to 97% during a three year period,” said Kuiper.
  • Improved accuracy of facility data. Better visibility into space and occupancy has helped Herman Miller improve utilization of space and served as the foundation for move and service request process improvements.
  • Automated publishing to CAD drawings. With FM:System’s Dynamic Drawings component, Herman Miller is able to automatically show updated information on CAD drawings in a web browser. In the past, the organization was publishing this information manually three times per week. Now end-users are able to get real-time, visual displays of move plans, vacancies, etc.

In addition to the benefits listed above, Herman Miller’s latest expansion of FM:Interact will continue to improve productivity.

“FM:Interact’s integration with Crystal Reports gives us the capability to do better reporting and make reports available online,” says Kuiper. “Right now we have several different areas of the company that are interested in getting access. IT is interested in having this information as well as telecom. In the past we had a manual process to generate a Crystal Report, and then we had to email it to the individual or department – FM:Interact saves us a lot of time by letting employees view real-time workplace reports from their Web browsers.”

Kuiper is also excited about the stacking and strategic planning module. The robust stacking feature allows Herman Miller to better determine future space requirements – an important factor considering the nearly 50% churn rate manufacturing companies endure – helping to best utilize the available space and reduce churn rates.

Additionally, the company plans to expand its use of the asset module beyond artwork in order to track telecom and IT resources, and plans to deploy FM:Interact internationally when their new UK facility opens.[:is]

Background

Herman Miller creates great places to work by researching, designing, manufacturing, and distributing innovative interior furnishings that support companies, organizations and individuals all over the world. The company’s award-winning products, complemented by primary furniture-management services, generated nearly $2 billion in revenue during fiscal 2000. Herman Miller is widely recognized both for its innovative products and business practices, including the use of industry-leading, customer-focused technology. Herman Miller has been headquartered in Zeeland, Michigan, since their founding in 1923. Herman Miller employee-owners value and foster good design, participative management and environmental responsibility.

Facilities and Property Overview

Herman Miller’s west Michigan facilities encompass 10 buildings, totaling 2.6 million square feet. The five campuses house quite diverse office, warehouse and manufacturing functions. The corporate headquarters in Holland is called the Design Yard, with unique groupings of buildings reminiscent of American barn design. Not only does the Design Yard house office space – it is where Herman Miller concepts are designed and products are tested. Another unique building is the Green House, its sustainable architecture reflecting Herman Miller’s commitment to protecting the environment.

Challenges

Prior to implementing FM:Space, Herman Miller used three different processes to manage workplace information – a work order system, a real estate system and paper floor plans for space management. The systems did not “talk to each other” making workplace information difficult to gather and share. With the initial implementation of the FM:Systems solutions thirteen years ago, Herman Miller addressed these challenges. Over time, Herman Miller has continued to expand its implementation to address new business problems and create a comprehensive integrated workplace management system (IWMS).

Solution

In 1996 Dave Kuiper, corporate workplace strategist for Herman Miller, and his team reviewed several CAFM systems, evaluating them for capabilities, ease of operation and cost. After deciding upon FM:Space, Herman Miller’s in-house team proceeded with implementation. The team prepared CAD drawings, imported data from Human Resources, tested and then launched the system. Herman Miller implemented the FM:Interact Workplace Management Suite with the hands-on support of the FM:Systems consulting services team. Now that implementation is complete, all departments in the west Michigan facility use the expanded system – from site coordinators to project managers to workplace strategists. With FM:Interact the company benefits from enterprise-wide access to drawings and reports, stacking and strategic planning capabilities, and continued productivity improvements.

Results

Kuiper and his team have realized significant benefits as a result of implementing FM:Systems’ technology. These benefits include:

  • Reduced annual move spend. Herman Miller cut move costs from $2 million per year to less than $250,000 per year. They realized move spend reductions by enabling the use of space standards to simplify the move process, eliminating unneeded reconfiguration projects and reducing warehousing of furniture and related assets.
  • Increased productivity of the workplace strategies group. Since using FM:Space and companion modules, the company has been able to implement more efficient and automated workplace processes. This has directly resulted in enormous savings in time and effort, enabling Herman Miller to reduce move times by 88%. Kuiper notes, “FM:Interact helped us improve planning and coordination and, as a result, we can complete moves in one day as compared to seven days before implementation.”
  • Improved customer service with enterprise access to facility information. Since implementing FM:Interact, all employees have benefited from web-based access to employee information, floor plans, and views of move or service request status. Enterprise access to their facility data has helped Herman Miller improve customer service. “Our customer satisfaction score went from 90% to 97% during a three year period,” said Kuiper.
  • Improved accuracy of facility data. Better visibility into space and occupancy has helped Herman Miller improve utilization of space and served as the foundation for move and service request process improvements.
  • Automated publishing to CAD drawings. With FM:System’s Dynamic Drawings component, Herman Miller is able to automatically show updated information on CAD drawings in a web browser. In the past, the organization was publishing this information manually three times per week. Now end-users are able to get real-time, visual displays of move plans, vacancies, etc.

In addition to the benefits listed above, Herman Miller’s latest expansion of FM:Interact will continue to improve productivity.

“FM:Interact’s integration with Crystal Reports gives us the capability to do better reporting and make reports available online,” says Kuiper. “Right now we have several different areas of the company that are interested in getting access. IT is interested in having this information as well as telecom. In the past we had a manual process to generate a Crystal Report, and then we had to email it to the individual or department – FM:Interact saves us a lot of time by letting employees view real-time workplace reports from their Web browsers.”

Kuiper is also excited about the stacking and strategic planning module. The robust stacking feature allows Herman Miller to better determine future space requirements – an important factor considering the nearly 50% churn rate manufacturing companies endure – helping to best utilize the available space and reduce churn rates.

Additionally, the company plans to expand its use of the asset module beyond artwork in order to track telecom and IT resources, and plans to deploy FM:Interact internationally when their new UK facility opens.[:no]

Background

Herman Miller creates great places to work by researching, designing, manufacturing, and distributing innovative interior furnishings that support companies, organizations and individuals all over the world. The company’s award-winning products, complemented by primary furniture-management services, generated nearly $2 billion in revenue during fiscal 2000. Herman Miller is widely recognized both for its innovative products and business practices, including the use of industry-leading, customer-focused technology. Herman Miller has been headquartered in Zeeland, Michigan, since their founding in 1923. Herman Miller employee-owners value and foster good design, participative management and environmental responsibility.

Facilities and Property Overview

Herman Miller’s west Michigan facilities encompass 10 buildings, totaling 2.6 million square feet. The five campuses house quite diverse office, warehouse and manufacturing functions. The corporate headquarters in Holland is called the Design Yard, with unique groupings of buildings reminiscent of American barn design. Not only does the Design Yard house office space – it is where Herman Miller concepts are designed and products are tested. Another unique building is the Green House, its sustainable architecture reflecting Herman Miller’s commitment to protecting the environment.

Challenges

Prior to implementing FM:Space, Herman Miller used three different processes to manage workplace information – a work order system, a real estate system and paper floor plans for space management. The systems did not “talk to each other” making workplace information difficult to gather and share. With the initial implementation of the FM:Systems solutions thirteen years ago, Herman Miller addressed these challenges. Over time, Herman Miller has continued to expand its implementation to address new business problems and create a comprehensive integrated workplace management system (IWMS).

Solution

In 1996 Dave Kuiper, corporate workplace strategist for Herman Miller, and his team reviewed several CAFM systems, evaluating them for capabilities, ease of operation and cost. After deciding upon FM:Space, Herman Miller’s in-house team proceeded with implementation. The team prepared CAD drawings, imported data from Human Resources, tested and then launched the system. Herman Miller implemented the FM:Interact Workplace Management Suite with the hands-on support of the FM:Systems consulting services team. Now that implementation is complete, all departments in the west Michigan facility use the expanded system – from site coordinators to project managers to workplace strategists. With FM:Interact the company benefits from enterprise-wide access to drawings and reports, stacking and strategic planning capabilities, and continued productivity improvements.

Results

Kuiper and his team have realized significant benefits as a result of implementing FM:Systems’ technology. These benefits include:

  • Reduced annual move spend. Herman Miller cut move costs from $2 million per year to less than $250,000 per year. They realized move spend reductions by enabling the use of space standards to simplify the move process, eliminating unneeded reconfiguration projects and reducing warehousing of furniture and related assets.
  • Increased productivity of the workplace strategies group. Since using FM:Space and companion modules, the company has been able to implement more efficient and automated workplace processes. This has directly resulted in enormous savings in time and effort, enabling Herman Miller to reduce move times by 88%. Kuiper notes, “FM:Interact helped us improve planning and coordination and, as a result, we can complete moves in one day as compared to seven days before implementation.”
  • Improved customer service with enterprise access to facility information. Since implementing FM:Interact, all employees have benefited from web-based access to employee information, floor plans, and views of move or service request status. Enterprise access to their facility data has helped Herman Miller improve customer service. “Our customer satisfaction score went from 90% to 97% during a three year period,” said Kuiper.
  • Improved accuracy of facility data. Better visibility into space and occupancy has helped Herman Miller improve utilization of space and served as the foundation for move and service request process improvements.
  • Automated publishing to CAD drawings. With FM:System’s Dynamic Drawings component, Herman Miller is able to automatically show updated information on CAD drawings in a web browser. In the past, the organization was publishing this information manually three times per week. Now end-users are able to get real-time, visual displays of move plans, vacancies, etc.

In addition to the benefits listed above, Herman Miller’s latest expansion of FM:Interact will continue to improve productivity.

“FM:Interact’s integration with Crystal Reports gives us the capability to do better reporting and make reports available online,” says Kuiper. “Right now we have several different areas of the company that are interested in getting access. IT is interested in having this information as well as telecom. In the past we had a manual process to generate a Crystal Report, and then we had to email it to the individual or department – FM:Interact saves us a lot of time by letting employees view real-time workplace reports from their Web browsers.”

Kuiper is also excited about the stacking and strategic planning module. The robust stacking feature allows Herman Miller to better determine future space requirements – an important factor considering the nearly 50% churn rate manufacturing companies endure – helping to best utilize the available space and reduce churn rates.

Additionally, the company plans to expand its use of the asset module beyond artwork in order to track telecom and IT resources, and plans to deploy FM:Interact internationally when their new UK facility opens.