Facility Managment

Facility Management
"Policies, Procedures and Practices for Delivery
of the Facility Functions"

Overview: Two-Day Workshop

Policies, Procedures and Practices for FM Survival

As a facility manager, being able to "Administer the Facility Function" is a critical element for continued success in today's environment. The facility function processes for developing, maintaining and applying policies, procedures, practices (P-P-P's), tools, equipment, material resources, technology, best practices and lessons learned are some of your most critical-for-success resources. Facility managers are not only expected to utilize the best policies but are expected to maintain a consistent efficient and effective approach to FM service with them.

• Begin to understand the Value ADD of P-P-P's to cover the procedural, tracking and resource management
  of the facility function.
• Develop processes and feedback for gathering information to develop the P-P-P's.
• Determine the best practices for administration of policies, procedures and practices for the facility function.
• Establish an administration of the P-P-P's to ensure that work is accomplished effectively and efficiently.
• Learn and share best practices and lessons learned to help develop workplace environment P-P-P's.

PPP's - Initiating a New Order of Things

Welcome to facility management! Managing the facility function is anything and everything at once! Not only do we have to manage the people and places needed to manage the day to day activities of keeping a facility in working order but also the processes required to support the processes. The term facility function refers to all of the activities associated with creating, managing and sustaining a "Best Practices" Facility Management Operation provided you have the best Policies, Procedures and Practices. In this course, learn how to:

• Develop a modeling format for development of effective policies, procedures and practices that will guide FM   personnel with the 52-primary functional responsibilities of the facility function.
• Develop an efficient and effective way to upgrade the policies, procedures and practices to sustain the shifts   in core business activities.
• Develop an outline for basic policies, procedures an practices for "emergency management and evacuation   plans, workorder systems, help desk, medical, fire, bomb threats, major natural storms/disasters, threatening   employee/stranger on the floor, elevator malfunction, and others.
• Establish procedures and guidelines for maintenance and operations programs.

FM Tools of the Near Future

A great wise Facility Manager once said … "If you don't show your management how Effective and Efficient the facility function is … Someone will show your management how Ineffective and Inefficient the facility function is." Perhaps no other recent innovations have pushed the facility function forward and improved operational, maintenance, infrastructure support, parts storage, inventory control and reporting to senior management as the availability and implementation of "CMMS "Computerized Maintenance Management System" and the CAFM "Graphical (manage the facility function world visually) Database". Looking to update your facility function technology tools. In this course, learn how to:

• Selection and implementation of technology tools to support the helpdesk and workorder practices of the   facility function.
• Obtain a working model to develop the costing ratios for development and implementation of CMMS and/or   CAFM technology programs.
• Develop a basic understanding for the application of the tool "life-cycle-costing" to optimize the facility
   function budgets.
• Identify policies, develop programs and maintain practices for a basic facility function spare parts storage and   inventory tracking system.
• Set up and maintain documentation required to sustain the facility function operation with regulatory, codes,   and internal audit processes.

Managing the Delivery of Facility Services

There is a FM wisdom that says: "Before one starts anything, Think, Plan, Do". So before we can deliver the facility function services, lets be sure we have in place the facility management plan that will support efficient and effective delivery of services? The viability of a facility function organization depends on the facility's ongoing, efficient delivery of services. In this course, learn how to:

• Plan service programs so required and requested FM services are identified, clarified and validated.
• Customer expectations and outcomes are identified and confirmed against costs and liabilities.
• Develop practices so downtime and disruption of the workplace environment are avoided or minimized.
• Develop an effective and efficient delivery of FM services that ensures; timely response, quality service and   customer satisfaction.
• Develop and implement a FM "Team of Choice and Day-to-Day Tactical principles for best practices of FM   services delivery.

FM Applications - Where are the Weakest Links

Where is the weakest link? Who within the organization does what, when, where, why, how is often a lingering question with inefficient overlapping of services between, FM, IT, HR, Security, and outsourced contractors. The facility function is expected to deliver a variety of services. Providing for service delivery requires facility managers to assess the capability and capacity of their staff and systems. In this course lets look at how the FM can rate the facility function for capability, develop a checklist for a facility function checkup, set a quality of service "Standard of Care", and establish a continuous improvement process. Lets rate our FM operation and determine who is doing what and who should be doing what, when and how. Learn how to:

• Develop, identify and rate the FM organization against standard of the industry.
• Set up a best in industry FM service model checklist to monitor Standard-of-Care for quality service delivery.
• Development and implement critical-for-success principles for the FM service delivery around, business   issues, cost of ownership, life-cycle costing, operations and maintenance, responsibility and accountability,
cost-effective services and constant improvement

FM "Standard-of-Care" for Delivery of Quality Facility Services

"Do less than customers expect and service is perceived as bad. Do exactly what customers expect and service is perceived as good... But do more then customers expect and service is perceived as superior." Basic to the practice of the facility function customer service, and the bedrock of customer service is the fact that the customer, and the customer alone, defines what customer service is and the quality of the service. Day one, the FM will find that they must respect customer sovereignty, must provide quality customer service and must ensure customer satisfaction. In this course, lets learn how to:

• Determine how the delivery of facility services will affect people, places and processes of the facility function.
• What polices, procedures, truths and misconceptions can be developed around customer service.
• Establish best practices that sustain the delivery of services with; report follow up, budget impact,   benchmarking, space allocation and chargebacks, empowered FM teams, customer surveys, contingency   consultants and public relations.
• Deliver a quality workplace environment with; outsourcing (managed partners), indoor air quality, energy   efficient infrastructures, green environment and FM trends of the near future.

Workshop Techniques:
Open session lecture with material presentations.
Participant discussion and group interaction.
Games, role-playing, exercises and what ifs.
Group and individual learning activities.

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