Introduction:

Daily Data Report Breakdown

Created by: Oralia Alvarado
Date:8-12-19

Purpose:

Welcome

This template is designed to build a standard operating procedure for daily data reports used by Cushman & Wakefield at Google. These reports are the responsibility of the Facilities Coordinator at each zone.  

  • Tool for Assistant SSMs to monitor campus
    - Partner vendor monitoring
    - Team coaching
  • Increases SLA compliance by highlighting at-risk tickets
  • Improves CSAT scores by identifying opportunities for improvement
  • Ensures comprehensive auditing
    - Overdue requests
    - Requests due in 2 days
  • Daily awareness of campus status

Each section will provide detailed instructions for putting together a complete zone report breakdown.

Responsibilities:

All reports are sent out by the corresponding zones Facilities Coordinator, no later then 10 am each work day. If an FC is unavailable, it is the sister zones responsibility to ensure all reports are completed and sent. Zone report breakdowns will be uniformed by following the procedures within this document.

Procedure 1 (Email)

Summary
  • The Facilities Coordinator is responsible for the implementation and management of this procedure.
  • This procedure defines the requirements for the report breakdown daily email that will include the following data:

    • Overdue: (#)
    • On hold status: (#)
    • Due in the next two days: (#)
    • Need update: (#)
    • Building inspections: (#)
    • CSATs: (#)
    • Proactivity:(#%)
    • Overall:(#%)
    • SLA QTD%(insert image)
    • CSAT Average QTD(insert image)
    • Report(insert Google sheets report)
Procedure
  1. Draft an email with the canned response outline.
    1. The email subject will be the name of Zone with the SSMs name and date. 
      1. E.g. "Zone 2B Ron's Team 8/13/19"
  2. All data that will be put on the email will be found and plugged in while pulling all information.
    1. The following symbols will be added next to the data numbers according to the day to day trends.▼▬
      1. The symbols will also be colored red or green. Red will signify a negative change and green will signify a positive change.
    2. Two scoreboard images will go under "SLA QTD %" and "CSAT Average QTD."
  3. The Google sheets with all the data will be attached to the end of the email.
  4. The data report breakdown will be sent to the Zones SSM, ASSM and all Regional Directors. The FC will also Cc the sister zones SSM, ASSM, the CW-FC group and other individuals who need to be aware of the data report. 

Procedure 2 (360)

Summary
  • This procedure will pull the following data:
  • Overdue/On hold status requests
  • Due in the next two day requests
  • Completed building inspections. 
Procedure
  1. Sign into your 360 account.
    1. Select Dashboard in order to get all needed data. 
  2. When prompted to the next page select the Logbook tab.
    1. Here you will pull the data for the true overdue requests. 
      1. The number of overdue requests will be inputted into your email breakdown next to "Overdue."
  3. Select the My Dashboard tab. 
    1. Here the "Overdue Requests" data will be pulled, which will contain the requests that are on an on hold status and the true overdue request.
      1. Select the red Overdue Requests option.
      2. When prompted to the next page click on Excel in order to automatically download all needed information.
      3. The number of overdue requests will be inputted into the email breakdown next to "On hold status."
    2. On the same My Dashboard page the "Due in the Next 2 Days" data will be pulled.
      1. Select the yellow "Due in the Next 2 Days" option.
      2. When prompted to the next page click on Excel in order to automatically download all needed information.
      3. The number of Due in the Next 2 Days requests will be inputted into the email breakdown next to "Due in the Next 2 Days"
  4. Lastly, select "Inspection" in order to collect the completed inspections data.
    1. When prompted to the inspection window select the Run Report tab.
      1. Choose Raw Score
      2. Select the region being reported.
      3. Select the inspection dates.
        1. Always the first of the month to the last of the month.
      4. Press "OK" to automatically download all data.
      5. The number of completed inspected buildings will be inputted into the email breakdown next to "Building inspections."
        1. E.g. 10/23 Completed

Procedure 3 (FC Dashboard)

Summary
  • This procedure will pull the following data:
    • Image of SLA QTD% scoreboard.
    • Proactivity percentage.
    • QTD Overall percentage.
    • Work orders that need to be updated.
    Procedure
    1. Go to Go/cwanalytics 
      1. Here the IFM section will be selected.
        1.  Once prompted to the IFM page than click on the FC Dashboard image.
        2. In order to pull the proper data, the following filters will need to be chosen. 
          1. Team- select IFM
          2. Assistant Site Service Manager- select zone ASSM being reported.
          3. QTR- select the yearly quarter being reported. 
    2. Once all data has generated capture a screenshot of the Quarter-to-Date FC Dashboard score board.
      1. This screenshot will be uploaded as a picture into the email breakdown under "SLA QTD%."
    3. The QTD proactivity percentage found on the scoreboard will be inputted into the email next to "Proactivity."
    4. The QTD overall percentage found on the scoreboard will be inputted into the email next to "Overall."
    5. Scroll down to Ticket Last Updated table.
      1. Select more options- the three dots. 
        1. Click export data to be prompted to select download. Data will automatically download.
        2. The total found in this category will be inputted into the email next to "Need update".

    Procedure 4 (CSAT Dashboard)

    Summary
    • This procedure will pull the following data:
      • Image of CSAT Average QTD table.
      • Total amount of QTD surveyed tickets.
      • CSAT comments drill down.
    Procedure
    1. Go to Go/cwanalytics 
      1. Here the CSAT & Weekly section will be selected.
        1.  Once prompted to the GUTS CSAT  the following filters will be chosen.
          1. Team- select IFM
          2. Assistant Site Service Manager- select zone ASSM being reported.
          3. QTR- select the yearly quarter being reported. 
    2. Once all data has generated capture a screenshot of the Quarter-to-Date CSAT score board.
      1. This screenshot will be uploaded as a picture into the email breakdown under "CSAT Average QTD."
    3. The total number found under QTD Tickets on the scoreboard will inputted into the email next to CSATs.
    4. Scroll down to Comments Drill Down.
      1. Select more options- the three dots.
      2. Click export data to be prompted to select download. Data will automatically download.

    Procedure 5 (Google Sheet)

    Summary
    • This procedure will tie together all data in a detailed Google spread sheet.
    Procedure
    1. Creat a new Google Sheet.
      1. Name the sheet the same as the data report email subject.
    2. All the downloaded data will be imported onto sheets.
      1. Select the file dropdown to select import.
        1. Once prompted to Import file select the Upload tab.
        2. Drag the dowloaded file at the bottom of the window into the Drag a file here section.
        3. Once promoted to the next Import file select Insert new sheet(s) and press Import data.
    3. Rename the tab in accordance with the imported data.
      1. Rename the tab by clicking the arrow tab to select Rename.
      2. Create a filter for each tab. 
        1. Select the View dropdown to select Freeze than choose 1 row.
        2. Next you will select the Data dropdown tab to choose Create a filter.
      3. Repeat steps 2-4 for all the dowloaded data. 
        1. There will be a total of five tabs.
      4. Attach the created sheet to the email under Report as a file. 

      Overview

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