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ability” became common terms of desire), usingopen protocols and standard networks and evena little access via the Internet. With a few nota-ble exceptions, though, information on build-ings and conditions within them was deliveredonly to facilities departments. Facilities infor-mation generally was ignored by upper manage-ment because it was of little importance tothe health and welfare of the enterprise. Or so itseemed.
LISTENING TO THE CUSTOMER
Recent customer research by Johnson Con-trols puts that premise into question andexposes a number of interesting opportunitiesfor building systems to take a logical place in theinformation-technology (IT) infrastructure,next to financial, human-resource, and othermanagement information support systems.First, our research found that simply deliver-ing building-systemsdata to management isnot enough. For it tobe meaningful to abusiness manager, thatdata has to be con-densed into smallerpieces and connectedto outcomes. In other words, data has to be translated into conse-quences. So, telling a senior accountant that thevibration sensor on the motor-side bearing of a1,000-ton chiller now reads 0.29 in. per secondat the primary frequency of the device andnearly half that at the first harmonic is liketelling your golden retriever that your feet arecold when what you really want is for the dog toget your slippers. The information providedshould support the decision that funds arenecessary to repair the chiller now, as opposedto ignoring the situation and facing a morecostly and extensive rebuild down the road. Forexample, if a vibration sensor on a large chillerindicates pending failure, you could:• Have the bearing replaced this weekend ornext (unplanned maintenance cost: $3,300;office downtime: none).• Ignore the problem and risk the chillerfailing during productive office hours (chillerrebuild cost: $29,000; office downtime: 8 to 24hr, depending on the time of the failure; result-ant productivity impact: $72,000).The choice of action may not always be thisobvious, but it certainly bears a close resem-blance to, “Get the slippers.”Second, our research found that deliveringinformation to a dedicated workstation is notenough—even if information from all of thebuilding systems can be consolidated there.Information has to be available to managementon an anywhere-anytime basis. At the very least,this means on every computer on every desktopand away from the office via a virtual privatenetwork. Even facilities supervisors are ignoringthe computer systems in their control rooms infavor of having critical alarms forwarded directly to their pager or wireless phone.Third, we found that information must beeasy to access, with a user interface tailored tothe needs of the class or function of the user.Static HTML-style pages for access over the Web are fine for looking up the start time of amovie at the local cineplex, but a richer, moreintelligent user interface must be delivered if third parties are to take advantage of the freeflow of information from building systems.Fourth, we found that the delivery of infor-mation to individuals or groups is not enough. While management decision-making is aided by the quick, easy, and in-tuitive delivery of ap-propriate informationto individual users, thefuture of informationflow is much moredependent on delivery from computer tocomputer. This pro-vides further opportunity for consolidation andanalysis, as well as setting the foundation forintelligent systems applications (which werepromised by a number of manufacturers duringthe marketing phase of our industry referred toearlier).Finally, we learned that whatever the techno-logical platform is, it must be compatible andfully integratable with the IT infrastructure thatexists in the enterprise today and tomorrow. TheIT department is looked upon as a provider of services for the safe and efficient transportationof digital information.
WE KNOW THE ‘WHY’; WHAT ABOUTTHE ‘HOW’?
Let’s recap: Users are looking for meaningfulinformation that goes beyond the data providedto facilities departments by current automatedsystems. They want information anywhere atanytime, and they want access to be quick andeasy. They want information to ride on the samedata highway that they currently use for all of their other business purposes. Attacking the problem in reverse order makessense.To facilitate the use of an IT infrastructure,building systems need to communicate overInternet-provider networks, which have becomeubiquitous in our business enterprises. This
To be meaningful to a business manager,building-systems data has to be condensed intosmaller pieces and connected to outcomes.
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