THE DEFINITIVE GUIDE TO

CMMS ACQUISITION
& IMPLEMENTATION

Published by FasTrak SoftWorks, Inc.

TABLE OF CONTENTS
3 Introduction 20 Budgeting for CMMS Software
4 An Overview of Maintenance 20 Crafting a Preliminary Software Budget
21 Software License Pricing Models
Management
21 Types of Software Licenses
4 What is Maintenance Management?
22 Total Cost of Ownership
5 Five Reasons Maintenance Management is Important
23 Justifying the Purchase of CMMS
6 What is a CMMS?
24 Calculating Return on Investment
7 The Benefits of Using a CMMS
8 How to Tell If You Need Maintenance Management Software 25 CMMS Research
26 Evaluating CMMS Software
9 Kicking Off Your CMMS Software Project
27 What to Expect from Software Demos
10 Who to Include in the CMMS Software Buying Process
28 Making the Final Decision
12 Discovering Your Maintenance Needs
14 Identifying CMMS Goals 29 CMMS Implementation
29 Why CMMS Systems Fail
15 What to Look for in Maintenance
31 Creating an Implementation Schedule
Management Software 32 Implementation Activities
16 Basic CMMS Terminology
34 Do You Need Implementation Assistance?
17 Common CMMS Features
18 Other Software Characteristics
35 Post-Implementation Review
36 Final Thoughts

2
Introduction
Effective maintenance management plays a pivotal role in today’s fast-paced industrial
environment. Production lines must run continuously, facilities must be kept safe
and up to code, and consumable parts must be kept in stock. However, the growing
complexity of production and economic pressure has forced organizations to rethink
their approach to asset and equipment maintenance. Nowadays, maintenance teams
are not only expected to fix equipment when it breaks down, but they must also
develop strategies that preserve company assets and allow them to be deployed
faster, operate longer, and perform at maximum efficiency. Maintenance managers are
also expected to carefully track maintenance activities and their related costs, which
is extremely difficult without the proper tools in place. That’s where maintenance
management software comes in.

But while many organizations are aware of the benefits that such software brings,
acquiring maintenance management software can be complicated. In addition to their
regular responsibilities, buyers must carry out extensive research on software vendors
and products, attend software demos, evaluate the software, and coordinate the
system implementation. But the part that makes this process the most challenging is
that few buyers know where to begin, what steps to take, and what pitfalls to avoid. It
is for these exact reasons that we created this document.

This definitive guide is intended to provide first-time buyers with a systematic

approach for acquiring and implementing maintenance management software.
Following the best practices outlined in this document will help you traverse the
software marketplace and choose the maintenance management system that best
helps you meet your goals. Though some of the information in this guide is more
applicable to larger software implementations, even smaller maintenance teams can
benefit from these proven practices.

3
An Overview of
Maintenance Management
What is Maintenance Management?
Maintenance management is a diverse set of functions and responsibilities focused on
the effective planning and execution of work orders meant to maintain the operation
of equipment and assets. In general, maintenance managers are responsible for
overseeing the installation, repair, and upkeep of equipment and other assets. They
plan repairs, coordinate the materials and labor resources needed to complete the
work, and are responsible for tracking performance in many areas.

Generally speaking, it is the job of the maintenance manager to develop a master

plan for all the equipment and assets in a facility while keeping costs low. Except
for emergency repair jobs, nearly every maintenance procedure can be planned,
scheduled, and performed according to plan. Some organizations even use the
condition of equipment to anticipate or predict imminent failures. Accurate
information on equipment and its components must be maintained to effectively
plan maintenance procedures. Additionally, maintenance managers need to plan
around the schedules of qualified technicians, as well as the production schedule of
the equipment to be maintained. If applicable, it will also be necessary to procure any
parts in advance of actually performing the job.

Over the years, technology has changed the way maintenance is managed. Before
computers, teams relied on memory, phone calls, and hard-copy notes to track repairs.
As computing technologies evolved, organizations invested in specialized software
to replace manual systems. More recently, the proliferation of internet-connected
mobile devices such as smart phones and tablets paved the way for maintenance to be
managed anytime, anywhere. Today, data can be collected from nearly any sensor or
device through wireless machine-to-machine (M2M) communications and the Internet
of Things (IoT). Adding to the complexity of their jobs, maintenance managers are
expected to analyze this wealth of equipment information and make smarter, data-
driven decisions.
4
Five Reasons Maintenance Management is Important
1. Growing complexity
Today’s buildings and equipment are becoming more automated, and automation adds to complexity. In industrial and commercial buildings, the use of
automated HVAC, electrical, electronic and pneumatic systems, auxiliary power, and special environmental technologies are becoming more and more
common. The potential cost of breakdowns to these critical systems and assets is becoming an increasing risk to facility management. Even more worrisome,
maintenance staffs are being asked to do more with less while systems continue to grow in complexity.

2. Competition
With competitive marketplace pressures increasing, building owners and facility managers are striving to find new and better ways to contain and control the
costs of doing business. As a result of economic pressures, long neglected equipment maintenance and asset management is becoming recognized as another
potentially productive, profitable field of management. Today’s managers are focusing on cutting equipment repair costs and improving the efficiency of
maintenance and engineering departments.

3. The potential costs for doing nothing are high

Industry statistics show that maintenance can account for as much as 60% of a plant’s controllable operating costs1. When scheduled maintenance is not
followed, premature breakdown is a certain outcome. For older machines and equipment with a considerable amount of wear and tear, not only is operation
more risky but maintenance and repair costs are even higher. Aside from the direct repair costs, there are also the realities of work stoppage, damaged or
defective product, missed business opportunities, strained client relationships due to production downtime, employee overtime, and emergency inventory
purchasing.

4. Maintenance efforts are misguided

Maintenance teams often perform work that is unnecessary, unproductive, or counter-productive. Preventive maintenance work on equipment that doesn’t
need it leads to unnecessary downtime, labor costs, and parts usage. Technicians often sacrifice wrench time for data entry and retrieval, status reporting, and
processing other paperwork. Finally, incorrect re-assembly, misalignment, or other errors actually reduce equipment reliability2.

5. The old ways do not work anymore

Historically, most systems for managing maintenance activities have been manual, everything from index cards and memo files to wall-mounted log boards.
These methods are cumbersome, incomplete, and ineffective. What’s more, they are used inconsistently; this further reduces whatever minimal benefits they
might once have provided. Computer-aided maintenance management is a much more robust and profitable method.

5
What is a CMMS?
Most commonly, maintenance management software is referred to as Computerized
Maintenance Management System (CMMS) software. A CMMS is a software package, or
set of software applications, that helps maintenance professionals manage, document,
and track maintenance activities. It provides more control over maintenance operations
by storing critical maintenance information in one spot, helping organize maintenance
activities, and automating manual tasks. When implemented properly, CMMS systems
save time, improve the accuracy of maintenance data, and help maintenance teams
run more efficiently. Throughout this document, CMMS and maintenance management
software will be used interchangeably.

Many maintenance professionals may view maintenance management software as

nothing more than an electronic work order tracking tool, but it is much more than
that. Though work order management is a main component of the software, CMMS is
used to track other aspects of the maintenance department including:

►► Assets and equipment

►► Maintenance, repair, and operations (MRO) inventory
►► Preventive maintenance
►► Demand, emergency, or reactive maintenance
►► Vendors and suppliers
►► Employees and other service providers
►► Purchasing and receiving

CMMS systems also include automatic cost tracking and report generation, allowing for
better decision-making. Leveraging these features, maintenance managers can analyze
performance, track key performance indicators (KPI), and monitor improvements.

6
The Benefits of Using a CMMS

Organizations gain countless benefits by implementing computerized maintenance management

software. Below are some of the most common reasons to invest in CMMS.

Improve equipment uptime and reliability Increase employee productivity Automate service requests
A CMMS allows you to develop an effective preventive Easy-to-use and intuitive CMMS software means that Instead of relying on hand-written notes, voicemails, or
maintenance plan and customize the repair schedule employees are spending less time at the computer and word of mouth, a CMMS can be used to implement a
based on the unique needs of each piece of equipment more time completing maintenance jobs. Automated formal process for receiving service and work requests.
or asset. With a defined plan in place, you can coordinate work order processing also speeds up the creation, Not only will this make the maintenance team more
necessary downtime with other departments and assignment, distribution, and closure of work orders. accessible to the rest of the organization, but your team
minimize surprises. will be able to respond to requests in a timelier manner.
Make smarter management decisions
Shift from reactive to proactive maintenance Maintenance management software allows you to collect Organize maintenance across multiple locations
Instead of feeling like you are always “putting out fires,” data and run reports on nearly every aspect of your Maintenance teams are often responsible for repairs in
CMMS software helps you improve the maintenance maintenance operation. With this information readily more than one location or building. A CMMS solution
program to a point where work can be performed available, you can more closely track your specific KPIs. helps you share equipment information, manage
proactively. inventory, and schedule personnel across all the plants
Comply with regulatory requirements and facilities of your organization.
Standardize best practices Digital record-keeping allows you to verify processes,
Creating standardized processes helps ensure efficiency, track workflows, and provide the documentation needed
quality, and reliability. When everyone is using the same to satisfy the requirements of auditors and other health
system, following the same procedures, and performing and safety organizations.
the job in the same way, you’ll greatly reduce costs
incurred by variations, missed steps, and other errors. Reduce maintenance costs
CMMS software automatically tracks any inventory, labor,
Access information in real time or other costs associated with repairs, thereby allowing
By providing the most up-to-date information, you to view your maintenance expenses in one place.
computerized systems allow managers to see which Using reports, you will have the information you need
assets are unavailable, what jobs are currently being to correct reoccurring problems, minimize unplanned
performed, and what work still needs to be done. Real- expenses, and make equipment repair vs. replace
time information also helps reduce duplicated work decisions.
assignments, out of stock occurrences, and unnecessary
inventory purchases.
7
How to Tell If You Need Maintenance Management Software
If you are working overtime just to keep your head above water, the need to implement a CMMS solution is obvious. Though useful, spreadsheets and simple databases lack the
specialization and automation benefits offered by maintenance management software. They are also quickly outgrown, and it will only be a matter of time before it becomes clear
that something more powerful is needed.

In organizations where things seem to be going just fine, a CMMS can help teams improve their operations. Earlier, we mentioned that competition and growing economic
pressure are putting the maintenance department under the microscope. Because of this focus, more and more companies are adopting a culture of cost savings and efficiency,
and are looking to cut operational costs. Implementing maintenance management software helps reduce these costs by streamlining and automating existing processes and
procedures.

Take a moment to think about how maintenance is currently managed at your organization, and then look at the statements below. If you’re nodding your head in agreement as
you read them, then your organization needs a maintenance management system.

►► It is difficult to find equipment warranty information, user manuals, and other ►► It is often unclear what parts are on hand, how many are available, or when they
important documentation. need to be reordered.

►► The current solution is outdated or has been outgrown. ►► Work orders are consistently missed, forgotten, or not executed correctly.

►► Most repairs are made after a machine has malfunctioned, been damaged, or ►► Maintenance events are not communicated with other departments, leading to
broken down. interruptions in production.

►► The execution of processes and procedures varies from employee to employee. ►► There is pressure from corporate management to reduce maintenance costs.

►► There is no preventive maintenance program in place. ►► Maintenance data is not used when making decisions.

►► Spare parts and other consumable goods are often out of stock, causing you to ►► Multiple systems are used to record maintenance information, schedule repairs,
spend more on expedited delivery. and track inventory.

►► Responses to maintenance work requests take too long. ►► The workload is unbalanced, leaving employees underutilized or overwhelmed.

►► There is no formal way to track, measure, or report on operational performance. ►► Equipment repair costs are uncertain.

►► Technicians need to document work from the field using a mobile device. ►► Maintenance data is inaccurate or incomplete.

►► Repairs are not being documented.

8
Kicking Off Your CMMS
Software Project
Once you’ve come to the realization that you need maintenance
management software, it can be tempting to jump right in and start
researching vendors. While having some enthusiasm definitely helps,
taking the time to develop a solid plan of attack will greatly reduce
the chances of unexpected opposition, implementation failure, and
buyer’s remorse. The next several sections will guide you through the
implementation process and help you lay the groundwork to make
your CMMS project as painless as possible.

9
Who to Include in the CMMS
Software Buying Process

The organizational structure and corporate hierarchy differs from company to

company. Large companies have many levels of power, including a board of directors,
company president or CEO, and managerial staff divided by region, market or product
line. In medium-size companies, the chain of command is shorter, but department
managers still oversee a number of people below them. Since small companies have
fewer employees, managers are expected to wear many hats and business decisions
have a larger impact. Regardless of size, your purchase decision will likely impact many
others throughout your organization, so it is vital that you gain buy-in early in the
process.

Gathering feedback from your internal audience (the stakeholders) is an important

step in the software buying process. Although the software will primarily be used
by the maintenance department, a successful solution will be one that addresses
everyone’s needs. The people you involve will eventually become advocates for the
software, making it more likely that your team will adopt a new system.

Identifying the Project Champion

Finding and implementing CMMS software can be challenging and time-consuming,
so a good first step is to identify a project champion. The project champion is a
member of the facility or maintenance management team that acts as the primary
advocate for the project. This person’s role is to be involved at every stage of the
process and identify the project’s primary goals, keep things moving, and ensure
that all stakeholders are satisfied and on board. Whether it is you or someone else,
having a project champion will greatly increase the chances of successful CMMS
implementation.

10
 Identifying Other Stakeholders
Depending on the size of your organization, there can be multiple other people or groups impacted by the implementation of
a CMMS solution. Think about the members of your organization, what role they play, and why they need to be involved in the
purchase decision. We’ve listed some examples below:

►► Corporate Management
Corporate management is responsible for overseeing specific departments or the company as a whole. They are
responsible for organizing the resources needed to hit quantifiable goals, standardizing plant activities, interpreting
Corporate Management information received from their plant, and approving capital expenditures.

►► Technical Expert
Involving a technical expert early will be important, as they will be responsible for providing technical support for the
CMMS including obtaining any additional hardware or software.

►► Power Users
These are members of the facility or maintenance management team who will be advising others on how to use the
CMMS. Power users will have more in-depth knowledge of the software than other end users, and will play a key role in
system implementation, administration, setup, and user training. They will help determine system criteria and assist in
evaluating solutions.

►► End Users
Technical Expert End users are typically the maintenance employees who will be using the software on a day-to-day basis. While end users
may not be as involved in system evaluation as power users, they can still provide valuable insight and help you get a
better idea of how the software will affect daily operations.

►► Other Management
Managers of other departments, such as production, quality, or operations can be a valuable part of your evaluation team.
They likely have prior experience with business process automation software and can help you avoid common pitfalls
when selecting maintenance management software.

End Users

11
Discovering Your
Maintenance Needs
If you are unsure of your maintenance needs, it will be difficult to know when you
have found the right CMMS solution. Although core functionality will be fairly similar
from system to system, there are many other things to consider such as vendor
experience, specialized services, unique features, licensing and payment structure,
and more. Also keep in mind that some CMMS systems are specifically designed for
particular purposes such as fleet management or real estate, while others have more
comprehensive features, but come with a hefty price tag. It’s easy to think that finding
the best solution for your organization is like looking for a needle in a haystack. But
if you know what you’re looking for, you’ll arrive at a solution much quicker. In this
section, we lay out some recommendations for discovering your maintenance needs.

Making a List
As simple as it sounds, a good way to start identifying your maintenance needs is by
making a list. Start with the most obvious ones first, then continue to build your list
as more are uncovered. Be careful to distinguish between your needs and your wants.
Your needs must be addressed for your implementation to be successful and your
goals met. Your wants represent “nice to haves” that won’t derail the project if they
cannot be obtained.

Getting Feedback from the Maintenance Team

Your staff is a great source of information. Since they are on the front lines every day,
they can bring a unique perspective to the project. By talking with your team, you’ll
have a better understanding of what they like and don’t like about the current systems
in place and how they feel they would be able to perform better.

12
Getting Feedback from Other Stakeholders
It is vital that you receive input from everyone who will potentially be impacted by the purchase or use of maintenance management software. Let’s revisit our list from earlier and
briefly discuss each stakeholder’s needs.

Corporate Management Technical Expert (IT) Power Users End Users Other Management

CMMS software must allow If you use an on-premise CMMS Since power users are likely Your everyday users need to Management from production,
corporate managers to analyze system, the IT department needs maintenance managers, the be convinced that a CMMS quality, or operations is looking
data, monitor key performance to know software requirements CMMS software must make the will be easy to use, save time, for better communication with
indicators (KPI), and provide upfront so they can determine maintenance department look and make their jobs easier. the maintenance team. They
them with the information its impact on current IT better and more valuable to Clearly communicating system want to minimize interruptions
necessary to implement infrastructure and what the company. Power users need benefits and thorough training to production, know when
standardized processes that lead hardware, software, personnel, to demonstrate that they have will be vital to combating any maintenance work is complete,
to all-around improvements. or other resources will be control over naturally chaotic skepticism or hesitation towards and gain a clearer picture of
needed to support the software maintenance operations. adopting a new system. related expenses.
both short- and long-term.

13
Identifying CMMS Goals Maintenance Goals Examples
Goal #1: Lower inventory costs.
Objective: Decrease inventory costs associated with emergency orders by 10% in the
One of the reasons that CMMS implementations next 6 months.
fail is the lack of clear goals. If you don’t have a Metrics:
vision for the software, how will you know if it is ►► Dollars spent on emergency orders

►► Number of emergency orders

actually accomplishing anything or impacting the ►► Frequency of emergency orders

bottom line?
Goal #2: Decrease equipment downtime.
Objective: Reduce equipment downtime by 15% over the next 12 months.
The answer is you won’t. The better you define your goals and objectives, the more Metrics:
likely you will be to achieve what you set out to do in the first place. ►► Equipment downtime (in hours)

►► Mean time between failure (MTBF)

Goals are your desired end results, and establish where you intend to go. Although ►► Mean time to repair (MTTR)
they are somewhat generic, your goals explain the direction you want to move
without getting into too much detail. The steps you need to take to reach your goals Goal #3: Extend equipment lifecycles.
are called objectives. Objectives are more specific and measurable than goals, and Objective: Reduce the number of unexpected repairs by creating a preventive
they define what you must do and when. When setting objectives, make sure they are maintenance (PM) schedule for all equipment on the main production line by the end
specific, measurable, attainable, realistic and time-bound, or SMART3. The last step of Q2.
is to define how your progress will be tracked by defining your metrics. A metric is a Metrics:
quantifiable measure used to gauge your performance. Over time, your metrics will ►► Number of scheduled vs. unscheduled work orders in service history

show you how close or far away you are from reaching your goals. ►► Number of pieces of equipment with preventive maintenance schedules assigned

14
What to Look for in Maintenance
Management Software
Before you can find the right CMMS solution, you need to know what you are looking for. With so
many software vendors in the market, it may be tempting to just pick a name off the list and make a
purchase. But be wary, not all CMMS systems are created equal. Some CMMS solutions are intended
for large enterprises while others were designed more for small businesses. Even though they share
similar features, the level of sophistication can vary greatly from product to product. Ultimately, you
need a CMMS solution that will help you meet your specific maintenance goals.

15
Basic CMMS Terminology
As you begin your research, take a moment to familiarize yourself with some common terminology
used when discussing CMMS. Abbreviations, acronyms, and industry jargon can create unnecessary
confusion, especially if you’re unfamiliar with business software or computing concepts. Below are some
definitions of common terms that you are bound to encounter:

►► Browser-based Software / Web-based Software ►► Locally Hosted / Locally Installed Software ►► Software License
A software application that is delivered over the Also referred to as on-premise software, locally Software applications are licensed, rather than
Internet and accessed using a web browser. hosted software is installed and run on your directly sold. Software licenses grant the buyer
company’s own server and internal network. permission to use CMMS software. Other terms of
►► Client-server Application use, restrictions, and protections are outlined in the
The client-server model distributes an application’s ►► Mobile App: An application that is designed license agreement.
software between resources. End users access specifically for use on a mobile device such as
software on their computer “client” which a smartphone or tablet computer. It is usually a ►► User License Agreement
communicates with a database located on a “server.” simplified version of the software and may only offer Also referred to as a software license agreement,
(See image, right). the essential features of the full application. maintenance agreement, or service and support
agreement. This is the contract between the vendor
►► Cloud Hosted Software / Cloud-based Software ►► Return on Investment (ROI) and the buyers that establishes the buyer’s right to
Cloud software is installed and run on external Return on investment is a method of evaluating the use the software.
computers or servers located “in the cloud” and is benefit (or return) of an investment relative to the
accessed through an Internet connection. cost of the investment, and is usually expressed as a
percentage.
►► Computer Network
A set of computers connected together for the ►► Server
purpose of sharing resources, such as Internet, A computer or device on a network that awaits and
printers, and file serves. fulfills requests from a client. Common types of
servers are database servers, file servers, mail servers,
►► Enterprise Asset Management (EAM) Software and application servers.
EAM software encompasses all the equipment and
assets of an organization, and is not limited to a ►► Software as a Service (SaaS)
specific department or location. Though often times Software as a Service refers to software that is
used interchangeably with CMMS, EAM covers a licensed and delivered on a subscription basis.
wider scope of information.
16
Common CMMS Features
Since you’ve already defined your primary maintenance goals, identifying what features to look for should be easy. Simply match your goals to the CMMS features that will help
you achieve them. Below is a list of some of the most common CMMS features.

Work Order Management

Work orders are the heart of computerized maintenance management software. By using a CMMS for your work order management, you’ll be able to
automatically generate, assign, and distribute work orders to your employees. Since work orders are created electronically, you can go paperless and issue
jobs via email or mobile device.

Asset and Equipment Management

CMMS systems allow you to store information about your company’s equipment and assets, including installation date, warranty date, cost history and service
history. Most systems allow you to link images, videos, and other product documentation such as user manuals to asset or equipment records. With all your
data in one place, you’ll no longer need to search through file cabinets or page through binders to find critical repair information.

Inventory Management
Maintenance management software packages that include inventory management features allow you to track detailed information related to maintenance,
repair, and operations (MRO) inventory. Details such as quantity on hand, last purchase date, and unit cost can help you maintain accurate inventory counts
and avoid out of stock occurrences. A CMMS can also help you track supplier information and notify you when it is time for parts to be reordered.

Preventive Maintenance
Ask any maintenance professional and they will tell you that preventive maintenance is a must. It is vital that repairs can be scheduled, whether by calendar
date or run time, and that the appropriate resources needed to make those repairs are available. Beyond just scheduling repairs, CMMS software can
automatically notify technicians of active jobs, distribute work orders, and update part and labor costs when PM work orders are closed.

Demand Maintenance
CMMS systems don’t stop at preventive maintenance. They can also accommodate unscheduled, corrective, and emergency repairs. Since it is nearly
impossible to predict or prevent every repair, having the capability to create work orders “on-the-fly” is quite beneficial.

Maintenance Reporting
If you can measure it, you can improve it. With more data available to the maintenance department than ever before, it is expected that data-driven decisions
will drive improvement. CMMS software provides you with the reporting tools needed to generate insightful maintenance reports.

17
Other Software Characteristics
Aside from the CMMS’s features are other characteristics that affect how the software
operates. These are the “hidden” attributes of the software such as its navigation,
deployment type, customization, and scalability. Many first-time buyers are reluctant
to discuss these characteristics because they do not feel tech savvy enough to
properly evaluate them. The feeling can even be so strong, it causes some buyers
to shy away from CMMS and go back to using inefficient, manual systems! When
reviewing software vendors, consulting with technical experts or managers with
business software experience can help you discover the right things to look for and the
right questions to ask. Below are some common software characteristics to consider:

Ease of Use
Within the maintenance team, there are users of all different computer skill levels.
A user-friendly system will allow all team members – from the technician to the
manager – to quickly learn and effectively use the software. All vendors will claim
that their product is easy to use, but you will need to determine which system
best accommodates the technical literacy of your employees. If the software looks
challenging and the learning curve is too high, your CMMS implementation will
likely be unsuccessful. When evaluating user friendliness, look for things like simple
navigation menus, the use of graphics or icons, big buttons, and simplified screen
layouts. Do not focus too much on the user interface, or the “look and feel” of the
product. Instead, focus on how well you and your team will be able to perform their
responsibilities in the software.

Deployment Options
Deployment refers to how the CMMS will be delivered and where it will be installed.
Vendors typically offer a choice between a cloud-hosted or locally installed
version of the software. With cloud-hosted or web-based systems, the software is
hosted by the provider and the customer accesses it via an Internet connection.
Locally installed software is hosted by the customer on their internal servers and
networks. When weighing options, a common consideration is usually the existing
IT infrastructure. Organizations with a well-established IT team might prefer a local
install, while businesses with strained or little-to-no IT resources may choose a cloud-
hosted system. There is much information published on the pros and cons of each
deployment option that can help you determine which is right for your company.
18
System Customization
Customization helps you personalize the software to meet your business requirements
or preferences. Many CMMS solutions offer some degree of customization, allowing
system administrators to control the layout, field names, workflows, and maintenance
reports. Some systems even allow users to incorporate their company colors and
logos into the software. The ability to tailor the system to your needs is valuable, but it
comes at a cost of time and energy. Be careful not to get so caught up in customization
that you lose sight of your original goals.

Scalability
Software that continues to function well as your organization grows or shrinks is said
to be scalable. After your CMMS has launched, you may want to take advantage of
additional features, add more users to the system, or roll out the software to another
department or location. Make sure you choose a system that not only meets today’s
needs, but will also meet your needs in the future.

19
Budgeting for CMMS Software
Now that you have established your maintenance goals and identified your feature and functionality requirements, it’s time to put together a preliminary budget. Creating a
budget for maintenance management software is challenging because it is not clear from the beginning what the final cost will be4. Not only do you need to allocate funds to
purchase the system, you must also account for other costs associated with software operation and maintenance. CMMS is a large investment, but do not let a tight budget
discourage you from searching for such a game-changing piece of software that will help you control maintenance costs in the long run.

Crafting a Preliminary Software Budget

As you begin calculating your preliminary budget, keep in mind that your costs don’t stop after the software has been purchased. While the cost of the software itself is crucial,
it is equally important to plan for recurring costs beyond year 1. The formulas below are meant to help you calculate the cost of CMMS software as you begin to look into vendor
options and pricing. Other costs associated with implementation and software maintenance are discussed later.

Year 1 Budget = License Fees + Setup and Installation Fees + Training + Technical Support + Custom Services
►► License Fee: amount of money spent per license.
►► Setup and Installation Fee: vendor charge for setup and installation of the system. May be included with purchase of licenses.
►► Training: vendor charge for basic user training. May be included with purchase of licenses.
►► Technical Support: vendor charge for access to technical support. May be included with purchase of licenses.
►► Custom Services: vendor charge for system integration or custom development.

Subsequent Years Budget = User License Agreement + Software Upgrades + Technical Support + Training + Additional Licenses
►► User License Agreement: charge to renew the software license agreement, typically 16-25% of the original license cost. (Does not apply to SaaS subscriptions.)
►► Software Upgrades: vendor charge to update the software to the newest version. May be included under the maintenance agreement.
►► Technical Support: vendor charge for continued technical support. May be included under the maintenance agreement.
►► Training: cost of additional user training.
►► Additional Licenses: cost of additional licenses for any new users.

20
Software License Pricing Models
In general, the price of software licenses will be based on the number of users that will be using the system in some way. However, not all vendors use the same per-user model to
price their software, making it more challenging to directly weigh the license costs against the benefits. Below, we have listed different license pricing models that you are likely to
encounter5.

►► Pay-Per-Named User ►► Pay-Per-Work Order

The price depends on the number of unique users that will need access to the This model typically allows for unlimited users, but charges you based on the
software. number of work orders you have per month.

►► Pay-Per-Concurrent User ►► Pay-Per-Square Foot

The price depends on the total number of users that will be using the software at Vendors base the price on the size or number of your facilities, and usually offer
the exact same time. unlimited user licenses.

►► Pay-Per-Module ►► Tiered Pricing

You pay a fee for each module or feature that will be used. The number of users Tiered pricing allows you to choose from predefined feature sets. Pricing is
may also affect the cost. determined by the selected tier and number of users.

►► One-Time License Fee

Software is “off the shelf.” A one-time fee covers the initial software purchase,
installation, and setup. Upgrades and support are purchased separately.

Types of Software Licenses

Another thing to consider with software licenses is the type of license being offered. While there are many different license types in the software market, the types you’ll most
commonly encounter are either perpetual or subscription. We’ve defined each below:

►► Perpetual License
With a perpetual license, you make a one-time purchase of the licenses and own them forever (in perpetuity), allowing you to use the licensed software indefinitely. However,
after the first year, it may be necessary to purchase a service and support agreement to receive technical support services and product upgrades.

►► Subscription License
Subscription licenses are associated with the Software as a Service (SaaS) delivery model. Subscription licenses allow you to use the software for a specific period of time, and
are renewed on a monthly or annual basis.

21
Total Cost of Ownership
CMMS project budgets are often inaccurate because they fail to account for the total cost of ownership (TCO) of the software6. Ongoing expenses for software license agreements,
technical support, and user training will continue to add up long after purchase. Companies that host their own software can also have added IT expenses due to the need for
upgraded hardware or software. Once you factor in the total cost of ownership, you may experience some sticker shock. However, many vendors provide turnkey solutions that
allow several of these costs to be controlled. The following chart outlines different potential cost drivers and how CMMS vendors can help reduce your TCO.

Category Cost Driver Definition How Vendors Help

Software The initial cost of the software, usually based on Different licensing options allow customers to scale the software at a cost
Cost of Licenses
Licensing number of users, either named or concurrent. that fits within their budget. Vendors also offer affordable SaaS subscriptions.
The location where the software is installed and CMMS vendors offer cloud-hosted solutions that allow the software to be
Hosting Environment
run, either locally or in the cloud. accessed over the Internet instead of being installed on company servers.
Cloud-hosted systems do not require installation. Vendors that sell on-
Fees paid to have the vendor install and set up
Setup and Installation Fee premise software may include installation assistance in the initial price or as
the system on your computers.
part of a technical support package.
Your company’s collection of hardware, software, On-premise versions of software typically have a very small footprint, and
Software Existing IT Infrastructure networks, servers, and related equipment used to can easily be managed by companies with ample IT resources. If using a
Implementation manage and operate a computing environment. cloud-hosted CMMS, the vendor does all the “heavy lifting.”
The process of teaching you and your team how Vendors provide a variety of training resources, including user manuals, live
Initial User Training to effectively use and interact with software webinars, and recorded videos. Access to training resources is often included
before it goes live. free of charge with licenses.
The process of teaching new users how to Vendors offer affordable in-person or web-based training options, if
Ongoing User Training effectively use the software or investigating available. Though typically an additional fee, proper training leads to
advanced topics with experienced users. productivity, efficiency, and other cost-saving benefits.
Annual license agreements are available for a fraction of the price of the
The annual fee paid to a vendor to renew your original software licenses. With Software-as-a-Service subscriptions, these
User License Agreements
license agreement, receive upgrades, and have fees are included as part of a monthly payment. Though keeping license
and Renewal Fees
access to technical support. agreements active will be an ongoing cost, they provide access to all of a
vendor’s invaluable support resources.
Software
Maintenance Replacing current software with newer versions Software upgrades are typically included in software license agreements and
and Support Software Upgrades that add features, fix defects, and improve are provided free of charge to the buyer. Upgrades and updates are installed
performance. automatically for cloud-based systems.

A service provided by the software vendor that Responsive technical support helps customers overcome problems and
Technical Support provides customers with help and advice about issues quickly, which minimizes system downtime and improves employee
the product. productivity.
22
Justifying the Purchase of CMMS
Before dollars are allocated to your CMMS project, corporate management will
likely ask you to demonstrate how new software will provide value to the company.
However, this task can be difficult because there are many common scenarios
unrelated to a CMMS that can show lowered maintenance costs. For instance:

►► An old piece of equipment gets replaced, lowering inventory and labor costs
because fewer repairs are needed.
►► A machine that has a major breakdown twice a year runs for an extended period
of time without failure, leading to lower repair costs.
►► Your company contracts with a new supplier that offers parts at a lower price.

Cost savings in the above situations are more visible to upper management, so you
may need to provide more information about how your company can benefit from
a CMMS before the project budget is approved. However, you are unable to gather
supporting evidence because a new system has not been implemented yet. So, how
do you demonstrate the value of maintenance management software without the
“hard numbers” to back it up? Believe it or not, there are many ways to show the value
of maintenance software, which are discussed in the next section.

23
Calculating Return on Investment
Return on investment (ROI) is the benefit (return) of an investment relative to its
cost. For maintenance management software, ROI calculations will factor in how the
system helps create efficiencies in everyday processes and procedures. For example,
automated work order processing helps your employees stay productive by increasing
the amount of work orders that can be completed. Robust maintenance scheduling
means that you can shift from a culture of firefighting to proactively performing
repairs and preventing breakdowns. In the end, these improvements lead to more
uptime for production lines and therefore more profit for the company.

Without the hard data available, you will need to make estimations about your
maintenance operations. Remember, upper management often views maintenance as
a cost that must be minimized. If you can identify key areas of improvement and show
how the CMMS will help you make improvements, you will make a stronger case for
getting the budget approved. Below are a few questions to consider when calculating
your return on investment:

1. How many hours of emergency maintenance does the maintenance department

experience in a week?
2. How many hours of overtime do emergencies cause each week?
3. How many hours of lost production time occur each month, on average?
4. How are work orders currently created?
5. How much time is spent on creating and closing work orders each week?
6. How many work orders are created each week?
7. Do you currently generate maintenance reports? If yes, how much time is spent
on reports per week? If no, do you have a need for maintenance reporting?
8. Do you incur expedited delivery fees due to lack of inventory?
9. Do you currently order extra inventory to be safe on stock levels?
10. What is your cost, per hour, of lost production?

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CMMS Research
So far, you’ve identified your maintenance needs, created a list of requirements, and
developed a preliminary budget. Now it’s time to build a list of vendors. You may have
jotted down some names while doing other preliminary research, but if not, there are
plenty of resources available to help you find software providers. It’s natural to think
that using a search engine like Google or Bing is a good first step, but you’ll quickly
find yourself overwhelmed. You’ll end up with hundreds of results and no way to tell
which ones are worth your time.

The Best Approach to Finding Software Vendors

To make your vendor search more efficient, the best place to start is software
comparison sites, such as Software Advice or Capterra. Comparison sites like these
specialize in helping buyers connect with software vendors. All you need to do is
provide some information about what you are looking for and your requirements,
and you’ll be provided with information for vendors that best match your needs.
These sites also provide vendor profiles complete with ratings, user reviews, product
screenshots, and other high-level content. If you prefer to gather information through
company websites, comparison sites can give you a starting point for building your list
of vendors.

How Many Vendors to Compare

The number of vendors you should compare largely depends on your project timeline
and number of people dedicated to the project. Keep in mind that there are hundreds
of maintenance software vendors out there and it is impossible to review them all.
That said, it’s okay if your preliminary list is somewhat large, but your goal should be to
narrow it down to three or four vendors. To narrow down your list, visit each vendor’s
website, review the product details, and immediately eliminate the systems that do
not meet a majority of your mandatory features. Now that the list is more manageable,
you can give each system the attention it needs for proper evaluation.

25
Evaluating CMMS Software

Selecting new CMMS software is a big decision, so you want to make sure you get Brief Description Explanation Score
it right. When comparing different maintenance software packages, it is critically Out of the Box Provided in the base product. No modification is required. 5
Future Release Will be provided in a future release. No modification is required. 4
important that each system is evaluated objectively. Even if you’ve read positive Zero Cost Configuration Will be developed and placed into the base at no cost. 3
reviews or heard good things about the program, maintenance software that is Customization Requires a customization that will most likely not be supported in future releases. 2
purchased based on intuition is not likely to be the best fit. Flashy features, pushy sales Solution Requires custom and/or 3rd party programming support. 1

people, and personal bias can also lead you into purchasing software that does not Score
fulfill your requirements. To help avoid these pitfalls, your selection process should Work Orders
include a formal evaluation tool such as an evaluation matrix or scorecard, and one or Standard procedures (work instruction) can be pulled in as instructions on work order
System has the ability to support parent/child work order relationships
more other evaluators.
Attach drawings directly into the work order from within the work order screen
Ability to compare actual vs. scheduled hours
Evaluation matrices provide a way for you to score multiple CMMS systems and Support of safety instructions (e.g. lockout-tagout) supported
Work order status can be configured to match business processes
vendors based on your specific selection criteria. As you collect information, you will
Status change history is available for auditing and includes day/time stamp along with user
score each system on how well it meets your needs. Once you have calculated the Equipment’s technical documents are viewable from the work order screen
total scores, you will be able to narrow your list down to the top two systems or even Open work orders can be mass closed and is controllable
Printed copy of a work order is easily configurable
identify a product for purchase.
Work order supports normalizing and codifying of corrective actions (e.g. failure hierarchies)
Problem codes are grouped and tied to a given asset
Cause codes are grouped and tied to a given problem code for a given asset (group)
Action codes are grouped and tied to a given problem/cause/asset combination
Users can select codes from a master list to reduce duplication
Actual vs. planned costs can be viewed from the work order screen
User is able to add problem, cause, and resolution data, enter meter readings, and identify causal parts when
completing the work order
Spare Parts Selection
A standard parts list (BOM) for a selected asset exists within the work order screen
Parts status can be tracked in the work order screen
Stocking levels can be viewed from the work order screen
Parts can be reserved to a specific work order
Select parts from multiple warehouses from within the work order screen
User can add required parts to a preventive maintenance work order

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What to Expect from Software Demos
Reviewing software demonstrations is perhaps the most critical component of the
software selection process7. At this stage, you finally get to see the software in action
and actively engage with software vendors. Since you will likely be making a purchase
decision based on the software demo, it is crucial that you go in with a game plan.
Here are answers to common questions about software demonstrations.

Where does the software demo take place?

Vendors host the software demo online, using a screen sharing service that will
allow you to see and hear the presentation. Vendors provide participants with a link
to the web conference and an access code to dial into the audio line. Prior to your
appointment, check with your IT team to make sure that no firewalls or other security
measures will prevent you from using the web conference.

How long does a software demo take?

Software demos are typically held in 30-minute to one-hour sessions. Depending on
who attends the demo and how many questions you have, a second appointment may
be necessary.

What should be done before the demo?

Prior to the demo, you should have already discussed your maintenance management
goals and selection process with the vendor. If no prior discussion has taken place,
head into the demo with a list of your key requirements to give the vendor. The more
the vendor knows about your needs, the better they can tailor the demo around the
corresponding features and capabilities.

What questions should be asked?

Since the needs of every maintenance department are different, there is no standard
set of questions that must be asked in a software demo. Your questions should largely
be based on how well the system addresses your needs and requirements. That might
mean asking the presenter to demonstrate specific processes, highlight mandatory
features, and provide more detailed pricing. The software demo is your chance to
thoroughly vet the program, so do not feel embarrassed about asking too many
questions. Aside from questions about the system, make sure to ask the vendor about
implementation services, as they will be instrumental to your success with the CMMS.
27
Making the Final Decision
After you have completed your initial review of each system, there is still some more
work to be done before you make a final decision. If you’ve identified any weaknesses
with the system, get some clarification from the vendor. Depending on the outcome of
the conversation, the answer may affect the score on your evaluation matrix. With each
score calculated, you can then narrow your list to the top two systems. In addition to
these objective measures, you should also obtain the preferences of each person who
has helped evaluate the software, as their input may influence your decision.

Once you have narrowed down your choices, it is a good idea to schedule an
additional demo with the vendor. In this demo, you can get into more detailed
discussions about specific features of the software, ask more in-depth questions, and
have the vendor demonstrate specific features. You should also take advantage of
free trials to get hands-on experience with the software and collect feedback from
your team. While you test out the software, you should discuss any newly uncovered
questions with the vendor and include your other stakeholders in on the discussion.
At this point, you and your team should be fully equipped to make a well-informed
purchase decision.

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CMMS Implementation

Why CMMS Systems Fail

When properly implemented, a CMMS is a very powerful tool for organizing, documenting, and tracking
maintenance activities. But believe it or not, as many as 80% of CMMS implementations fail to meet
their objectives8. Why?
Though systems can fail for many reasons, the blame is often put on the selected maintenance software or the vendor. While this may be true in some instances, implementation
failures can usually be traced back to other factors somewhere along in the process. Below are some of the most common reasons that CMMS systems fail.

1. Lack of clear goals and objectives 3. Poor execution

Without clearly defined goals and objectives, it becomes difficult for maintenance CMMS software sometimes fails due to poor execution. For example, erroneous,
managers to effectively organize the time and resources needed to make incomplete, or obsolete data may be entered into the system, making it difficult for
improvements. Goals that are not communicated or are poorly defined leave users to accurately document and track maintenance jobs. Additionally, if users are
employees confused and disgruntled because they do not understand why they are not consistent in the way they enter data, they will likely have a hard time interpreting
being asked to do something. Vague goals are also unhelpful because they do not each other’s input. Poor setup can also doom a system. Software that is improperly
provide sufficient direction or describe the intended outcome. Systems can also fail implemented becomes cumbersome for users, and they will not be very accepting of
because there are too many goals. If you try to focus your time and energy on too the program. Sometimes, these frustrations lead to the program never being used or
much at once, you are unlikely to make much progress at all. rolled out.

2. Too large of a project scope 4. Inadequate training

When gathering the requirements for a CMMS system, it is easy for the project scope It goes without saying but if your staff does not know how to use the software,
to snowball out of control. Companies spend a great deal of time thinking about all the the system will fail. While vendors do their best to make the software easy-to-use,
things they would like a system to do, which is often much more than what is needed. computer skill levels varies from person to person, so user training is a must. If users
While all those extra features and capabilities are nice, it can create real problems are not properly trained, the likelihood of them making serious errors is greatly
during implementation. For example, the setup and configuration of each process can increased. Sometimes systems fail not because training was inadequate, but because
bring implementation to a crawl. Users may abandon the system because it becomes it was not provided in a meaningful way. The manager may not accommodate staff’s
too cumbersome to use. The software may require that nonessential information is different learning styles, and certain users may revert back to using old methods to
entered, leading to inefficient use of the system. When teams lose sight of what is document and track maintenance activities.
needed to improve necessary processes, system failure is inevitable.

29
5. Inadequate planning 8. Changes in priorities
When the need to start using CMMS software is urgent, project managers can be Changes in priorities occur when the project is not properly defined and new
tempted to start implementing the solution before a plan is put in place. The pressure requirements are imposed. This typically happens when top level managers are not
to have a solution up and running as soon as possible may lead to an overly aggressive involved in the project early on or their requirements were not adequately collected.
schedule, poorly defined roles and responsibilities, and unorganized implementation As a result, the scope of the project is subject to change at any time, and the system
activities. During a rushed implementation, corners are likely to be cut and other you selected may no longer be a fit. If the scope of the project increases, it is possible
necessary activities may not be completed to satisfaction before moving ahead, that you will need to look for a new system all together. If the scope of the project is
resulting in a domino effect that ends in failure. constricted, you may have been able to purchase a simpler, more cost-effective solution.

6. Lack of user acceptance 9. Changes in key personnel

A common barrier to the success of CMMS software is the level of user acceptance. A change in key personnel can also result in CMMS system failure. When a new leader
Sometimes users reject the system because they are set in their ways and see no is assigned to the project, they may re-interpret the project specifications, change the
problems with the way things are currently being done. In other cases, users can direction of the project, or re-examine decisions that have already been made9. This can
become hostile towards the CMMS. Employees who are not tech savvy may feel significantly delay the project, or even worse, force you to start over from square one.
intimidated and try to find ways to avoid using it. Veteran workers may feel that their
job is being threatened by automated software and try to derail the implementation.

7. Lack of ownership
Another cause of system failure is when there is no one to champion the CMMS
project. Perhaps the person in charge has no real investment in to project, has not
“bought in,” or lacks the experience and leadership to get things done. In any case, a
lack of ownership can bring software implementation to a crawl. Decisions will not
be made in a timely fashion, decisive action will not be taken, and no one will be held
accountable, resulting in a project that is unmanageable.

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Creating an Implementation Schedule
Maintenance software implementations do not happen overnight. There are a number of activities that must first be completed before your CMMS is ready to go live. To reduce
your chances of failure due to poor planning, you should create an implementation tracking document or schedule that outlines the project timeline and key milestones. At a
minimum, the schedule should include the activity name, person responsible, and a target completion date. Make sure you allow enough time for each activity and refer to the
document or schedule frequently to stay on track.

While there are many formats the schedule can take, we have provided a sample template below:
Activity Name Responsibility Timeframe Prerequisites Target Date Date Completed Notes
►► Prerequisite A
Activity #1 Name of Person # of weeks before or after purchase MM/DD/YYYY MM/DD/YYYY
►► Prerequisite B
►► Prerequisite A
Activity #2 Name of Person # of weeks before or after purchase MM/DD/YYYY MM/DD/YYYY
►► Prerequisite B
►► Prerequisite A
Activity #3 Name of Person # of weeks before or after purchase MM/DD/YYYY MM/DD/YYYY
►► Prerequisite B

Column Description:
1. Activity Name - The task to be completed
2. Responsibility - Person in charge of ensuring the activity will be completed
3. Timeframe – How much time the activity is expected to take and at what point in the process it will occur
4. Prerequisites – Any actions that must occur before the activity can take place
5. Target Date – Goal date for completing the activity
6. Date Completed – Date the activity was actually completed
7. Notes – Any other information about the activity

31
Implementation Activities
1. Review of current processes 3. Data entry and importation
Although it is a large undertaking, the importance of reviewing current processes can In this step, you will be entering data into the system, either manually or through
not be overstated. When you are getting ready to automate your work with CMMS, it importation. But before that happens, you should take the time to prep your data to
is important to identify how current processes are performed and how the software ensure you are only bringing over the most current, accurate, and relevant information.
will change them. Once documented, you need to map your current processes to the First, you will need to collect your maintenance data. This may mean exporting data
new software. If there are situations that the software doesn’t accommodate, do not let from an existing system, getting the vendor or your IT team to help you pull data
that stop you from moving forward. Instead, determine if you need to make a change from an existing database, or identifying the sources where current data is tracked.
to the process or if the action can be completed in another way. Whatever the case, In any case, the goal is to have all the data you wish to import in a single spot and in
make sure that any new or modified steps are documented as well, so that you stay the format that will be used for importation. Next, you should clean your data. This
consistent and organized. In addition to updating processes, you should also consider involves removing any obsolete data, renaming records (if necessary), and eliminating
if any new policies for using the system are needed. For example, a CMMS allows users any duplicated information. A new system gives you the chance at a fresh start, so it is
to enter more comprehensive information than before, which may warrant a change important that only current and accurate data will be entered. After that, you can go
in requirements for data entry. It is important to document policy changes as well to ahead and add any new bits of information that you wish to make available in the new
ensure that everyone knows what is expected and can communicate effectively about system. The last step is to import or enter your data. Vendors typically provide tools or
system use. offer services that make data importation easy. Some vendors even offer data entry
services, allowing you to continue planning your implementation instead of sitting at a
2. Software installation desk entering data manually.
The installation process will differ depending on your software deployment type and
available IT resources. With cloud-hosted systems, there is usually nothing to set up 4. Power user training
and no IT involvement is necessary. The vendor provisions a space for you on their Power user training is typically more in-depth than the training for the everyday user.
cloud servers and provides you with login credentials. Your software is accessed via It focuses on the roles and responsibilities of the system administrator and other
the Internet or a web browser. If your software is installed locally, either your IT team or individuals who will be the “go-to” people on your team. In power user training, you
the vendor may install the software. At first you may only want to install the software will typically learn how to use the software, identify user rights and other settings, and
for power users, until they become familiar enough with the program that they can document any new company policies for using the system.
instruct other end users. Once end users have been exposed to the software and
trained, the software can be installed on their computers.

32
5. Building the database 10. Scheduling training
The goal during this phase is to build up your database by adding data in order of As the system is approaching launch, it’s time to schedule training for your primary
importance, usually starting with preventive maintenance work orders or important end users. The key here is to make sure you have the right people in the right training,
work order templates. Once you have the foundation of your database in place, you can and that the information is available in a format that is meaningful to them. Vendors
go back and slowly add more detail, such as attachments or special notes, over time. typically offer multiple training options to accommodate all styles of learning, and you
will typically use more than one kind at a time.
6. System setup
During system setup, you will work with the vendor to set up your initial users along 11. End user training
with the applicable access rights and permissions. If necessary, an IT expert can also set This is one of the most important activities for a successful implementation. During this
any additional security settings on the workstations or devices on which the software stage, end users will be trained on how to use the software using “real world” situations
will be used. and be able to ask questions about the system. As they go through training with the
vendor or power users, your team will feel more confident about using the CMMS when
7. Configuration it goes live.
Configuration involves making minor adjustments to the out-of-the-box software.
Most systems allow tweaks such as changes in color scheme or the insertion of logos 12. Planning system launch
so companies can “brand” the software and its various forms. Also, some programs Before you can go live, you’ll need to put some thought into planning how you want to
allow fields to be renamed, allowing you to use your company-specific terminology roll out the software. Do you want to do it all at once or a little at a time? Perhaps you
within the program to help users feel more comfortable. Configuration can also mean want to roll the software out by module, by workgroup, or by department. There will
changing workflows within the system, setting user access rights and permissions, and likely be some trial and error when getting users up to speed, so leave some time for
customizing the dashboard. Work with your vendor to configure the software just the on-the-job training when working with new users.
way you like.
13. Going live
8. Testing The go live date is the point in time where the software is officially and formally
In this phase, you will let staff start to work in the new software in order to test your available. Just remember that no project is problem free and you should still expect
documented processes. Based on their experience, you should start to get a feel for some issues to occur. You should assign a single point of contact for all problems,
whether or not the process is acceptable or if further changes are needed. If changes whether it is a power user, the project coordinator, or someone else. Be sure to
are required, you must decide if the process can be changed to accommodate the document any issues and work with the vendor as needed to get problems resolved.
software or if the software must be customized to accommodate the process.

9. Integration
Many CMMS systems can be used in conjunction with other enterprise software, such
as account, payroll, or SCADA systems. If integration work is required, additional time
will be needed to identify the data that will be shared, implement the integration, and
test the systems.

33
Do You Need Implementation
Assistance?
The software implementation process must be carefully managed because there
are many moving parts. The good news is you do not have to go at it alone. Vendors
make themselves available to assist you, though these implementation services
are not always included with the software purchase. Depending on the vendor, the
price of these services may seem expensive and make buyers wonder if they can get
away without assistance entirely. Though this may be true for companies that have
implemented business automation software in the past, those with less experience
should strongly consider involving the vendor. If you are debating whether or not you
need help, start by asking yourself a few simple questions:

►► Where is my existing maintenance data?

►► Did I budget for implementation services?
►► When is my go-live date?
►► Is there a dedicated project champion or software administrator?

The answers to these questions should make it clear if implementation assistance is

needed. Even if you are still on the fence, remember that the CMMS will live or die by
the outcome of the implementation. While no one wants to spend more money on the
project than is absolutely necessary, you should not “cheap out” on the services you
need to be successful either.

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Post-Implementation Review
After weeks or months of researching, planning, and executing the CMMS project,
the last thing on your mind is to relive the process. However, a post-implementation
analysis can be extremely valuable, as it will help ensure that the project is successful.
Performing this exercise will help you determine whether the CMMS has solved the
problems it was intended to address, if you can take things even further to deliver
bigger benefits, and what experiences can be applied to future projects.

When to Review
You can begin to collect ideas and observations shortly after the CMMS has been
rolled out. However, you must allow a few weeks or months to pass before you can
adequately assess the implementation because you need to wait for changes to truly
take effect and the system to be operating as intended. That said, the implementation
should still be fresh enough in the project team’s mind that you will be able to gather
meaningful feedback.

What to Review
The post-implementation review should seek to identify any issues from each stage
of the process and determine if your original goals were met. A good starting point is
to interview your stakeholders and collect their general feedback about the process.
Ask them questions that help you understand their perspective of the project, what
they would change, and if their expectations were met. You also need to evaluate how
closely the project results match your original goals. It is helpful to create a summary
of the benefits that you have gotten out of the system so far and use that as a baseline
to determine if you are on track to meeting your goals. Based on that evaluation,
corrective action may be warranted. If you determine that corrective action is needed,
assign responsibilities for the action, set target dates, and continue to measure
performance after changes have been made. At the end of your review, summarize
“what went right” and “what could be improved,” as these lessons can be applied to
future maintenance projects.

35
Final Thoughts
CMMS software is a powerful tool that enables your team to work more efficiently,
maintenance costs to be tracked more accurately and automatically, and better decisions
to be made based on comprehensive maintenance data. When used effectively,
maintenance management software can give your company a competitive edge. As
you begin your search for a computerized solution, remember that acquiring and
implementing maintenance software does not happen overnight. It is a process that
requires self-evaluation, thorough research, and thoughtful planning. Though it may seem
daunting, the process is meant to help you select the best software for your company,
lower your risk of implementation failure, and actualize your maintenance goals.

36
ENDNOTES
1. Industry statistic regarding operating costs derived from: William W. Cato; R. Keith Mobley (2002).
Computer-managed Maintenance Systems: A Step-by-step Guide to Effective Management of
Maintenance, Labor, and Inventory. Butterworth-Heinemann. p. 2. ISBN 978-0-7506-7473-7.
2. PlantWeb’s white paper Reducing Operations & Maintenance Costs: http://www2.emersonprocess.com/
siteadmincenter/PM%20Central%20Web%20Documents/plantweb-ops-maint.pdf
3. Further reading on SMART goals: http://community.mis.temple.edu/mis0855002fall2015/files/2015/10/
S.M.A.R.T-Way-Management-Review.pdf
4. Derived from selection methodology for business software by SoftResources Software Consulting:
http://www.softresources.com/resources/software-selection-tips/budgeting-for-software/
5. Derived from Capterra article regarding the cost of maintenance management software: http://blog.
capterra.com/much-maintenance-management-software-cost/
6. Information regarding costs related to technology and software: http://www.networkalliance.com/
your-advantage/understanding-technology-costs
7. Derived from best practices guide on how to evaluate software demonstrations by Software Advice:
http://www.softwareadvice.com/software-selection-center/Demos/How%20to%20Evaluate%20
Software%20Demonstrations.pdf
8. Reliable Plant article 10 Keys to Successful CMMS Implementation: http://www.reliableplant.com/
Read/28838/CMMS-implementation-keys
9. Control Engineering article How to Avoid Project Failure: http://www.controleng.com/single-article/
how-to-avoid-project-failure/81fb90a6efcf798732230c57f0a7e978.html

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 FTMaintenance is a feature-rich, easy-to-use CMMS solution that automates maintenance
tasks and connects you with powerful data for smarter maintenance management.
Available as an affordable Software as a Service (SaaS) subscription, a convenient cloud-
based purchase, or a traditional locally hosted solution, FTMaintenance is designed to
work in any environment and fit any budget. Learn more at www.ftmaintenance.com.

Contact Us Get a Demo

FasTrak SoftWorks, Inc., provider of FTMaintenance, is a diversified supplier of industrial automation and computerized maintenance management software (CMMS) that empowers industrial
organizations to go to production faster and avoid costly downtime. For over 30 years, FasTrak has been helping over 20,000 businesses worldwide solve their unique challenges in order to
better serve their communities and markets. FasTrak is committed to the long-term development, service, and support of our software products and has built a sterling reputation by providing
unmatched training and technical support. We deliver individualized customer service, build personal relationships, and give our customers the special attention needed to protect critical capital
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