Crown Melbourne's Maintenance Management System Implementation FMA Maintenance Workshop 12 th July 2013 Demara Jackson – General Manager Property Services

38 Restaurants 1600 Hotel Rooms 13 Bars and Nightclubs 2 28 Shopping Outlets Gaming and VIP Gaming 2 World Class Spas Crown Melbourne MMS Implementation Property Features

130 lifts & escalators 229 air-conditioning pumps and 31 boilers 900 electrical boards 2900 air conditioning units 27 air conditioning water chillers 8 cogen generators 3 Crown Melbourne MMS Implementation Property Infrastructure

Crown Melbourne MMS Implementation Duplication Customer experience Cost control Inventory Control Labor utilisation Asset maintenance costs 4 Current Systems Work order management Mobile – Wi Fi Bespoke 4

Market review Finance approval Tender Scope Design, Build, Test, Go-Live Get the Scope right early Business representatives – Pull key individuals out of the business during the scoping phase. Backfill their roles and ensure they are part of the design and test team. “Vanilla” requirements – Ensure your scope is not prescriptive. Standard configurations will likely fulfil your business requirements without customization Getting the scope fully documented gets the rest of the project on a good start Crown Melbourne MMS Implementation Project control 5

Crown Melbourne MMS Implementation Project control Changeover of project team members during the project was a high risk to the project. Risk mitigation should have been much more strict. Steering Committee Vendor Team Vendor sponsor IT Sponsor Project Manager Business Team Operations End Users Finance Project Sponsor Integration Team Project Team 6

Project Governance A signed project charter, executive steering committee, and Business resources are the key to eliminate scope changes. Crown Melbourne MMS Implementation Project control Operations Finance End Users Project Charter Scope Cost Timeline Signatures Accountability 7

Gated Project management process Major project spend Long development time Enabled controlled spend when design to be delivered by the vendor Crown Melbourne MMS Implementation Project Control 8

Crown Melbourne EAM Implementation AS IS Process time requirements should be identified in scope. User expectations are that the new system will be the same or faster. Not achieving this will hamper user acceptance. Processor speed of mobile devices is critical for some applications 9

Crown Melbourne EAM Implementation Maximo EAM Peoplesoft ERP Roster Scheduling Biztalk (ESB) Enterprise Service Bus ERP Integration – All financials needed to be fully integrated with Crown’s ERP Constraints Fully understand the limitations of the other systems to be integrated 10

Crown Melbourne EAM Implementation Mobile – Crown currently had a mobile solution Constraints upgrade Old mobile devices WIFI – Store forward New mobile devices WIFI+3G – Always connected Screen shot Identify basic requirements around mobile screen usability and layouts. Ensure connectivity for any Web based applications. 11

Crown Melbourne MMS Implementation TO BE - Maintenance MaintenanceSystem Equivalent systems and mobilityFuture capability 5 star service levelsLow levels of customisation One source of maintenance dataIntegration with the current ERP system and future ERP system Best practice processesInitial and ongoing cost −Asset condition trending and failure forecasting −Increased preventive maintenance −Improved maintenance personnel utilization 12

Crown Melbourne MMS Implementation Key requirements achieved Project on time and within 1% of budget No business interruption Core system delivering requirements Real time data for the first time Cost recovery uplift that was totally un-forecast Key issues being addressed Some handheld devices have required replacement to enable outcomes Work still required on some of the business process changes that had unintended consequences due to integrated system – high volume, low value work orders The Outcome 13