Facilities Management and Services

Facilities Management & Service's function is to plan and provide a physical environment necessary to the
University to achieve its mission of excellence in teaching and research in higher education.

Facilities Management is responsible for providing the following services:

 Capital and Minor works

 Space planning
 Statutory testing and inspections
 Disaster management
 Emergency management
 Fire safety
 Energy management
 Maintenance - corrective, preventative and reactive
 Refurbishments
 Cleaning
 Pest management
 Security - keys, access control, surveillance, escorts, lost property
 Parking
 Pool vehicles
 Waste and recycling
 Grounds
 Water management
 Stores receipt and dispatch
 Chemical storage and disposal

Course outline

DAY ONE

1. Defining FM
o What is Facilities Management (FM)? – ‘the facilities umbrella’
 o Defining FM within an organisation
o The 8 key roles of FM
o FM – overhead or profit centre?
o The strategic importance of managing facilities
o Developing an FM plan and team
2. Establishing control of support services
o Identifying and reviewing support service requirements
o Profiling current service levels and costs
o Reviewing contracted services
o Outsourcing v in-sourcing
o Contract ‘bundling’ and ‘aggregation’
o Determining and implementing a contract strategy
3. Focusing on the customer
o Understanding customer business needs and objectives
o Engaging the customer
o Customer service strategy
o Developing a customer action plan
o The pursuit of excellence
4. Managing the budget
o Harnessing cost data
o Identify spending patterns
o Building up the budget plan
o Defending the plan
o Control mechanisms and reports
o How to maximise the budget
5. Understanding service contracts
o What is a contract and why do we need them?
o Tender terms
o Objectives and understanding what the contractor wants
o Contract structure explained
o Terms and conditions
o Specifications – output v input
o Schedules of tender
o Supplier ‘own’ contracts – common traps!
6. Controlling the tender process
o Why tender?
o Tender timetable
o Roles and responsibilities
o Tender stages
o Tender board interview techniques
o Negotiation techniques
o Award and debriefing
o TUPE issues

DAY TWO

1. Mobilisation of service contracts

o Managing change
o Implementation programme
o Briefings and site familiarisation
o Lines of communication
o Procedures and manuals
 o Handover arrangements
2. In-contract management
o Review and revise contract strategy objectives
o Building successful contract management relationships
o Monitoring process step by step
o Service level agreements and KPIs demystified
o Reports that inform and managing contract meetings
o Contract review process and dealing with contract variations
o How to handle disputes and contract termination
o Planning and preparing for re-tendering
o Practical tips on managing support services
3. Compliance and risk management
o What legislation and who is accountable?
o Developing a safety policy
o Managing safety
o How to carry out a risk assessment
o Permits to work
o Practical guidelines to handling emergencies
o Business continuity – FM’s role
4. Managing a project (eg, a relocation)
o How to get started – plan, brief, consult
o Understanding the building – structure, design constraints
o Space – cost, open plan, storage, restaurant, nursery, gym
o Moving people – the issues and how to avoid the pain
o Removal contracts – the pitfalls
o Managing a ‘happy’ move
o Settling in or ‘Happy ever after’!
What Is Facility Management?

The International Facility Management Association (IFMA) defines facility management as “a profession that
encompasses multiple disciplines to ensure functionality of the built environment by integrating people, place,
process and technology.” From this definition, we understand facility management to be the coordination of a
facility’s operations meant to make the organization as a whole more effective at what it does.

Put another way, think of your facility – the building itself and everything inside, both people and objects – as
its own living being. Facilities management is responsible for making sure everything works harmoniously
together, and the facility manager is responsible for keeping the facility alive.

The term ‘facility’ refers to any range of establishments that serve a greater purpose such as providing goods
and services. In the most traditional sense, this refers to factories and offices, but the term facilities also
includes schools, jails, sports complexes, hospitals, hotels and retail establishments.

Each of these facilities is a complex organization of people, teams, departments, spaces, equipment, technology
and more. Facilities management is the coordination of everything within the facility so operations run
smoothly. Considering the large scope, facility management can be quite a daunting task. However, facility
management software simplifies an otherwise very complex process. Facility managers use facility management
software to identify and schedule tasks, keep records, make facilities decisions and more.

The Scope of Facility Management

In a general sense, facilities management can be viewed as the management of anything within the facility
operations, but we can use insight from the International Facility Management Association to narrow this down.
In 2009, the IFMA identified eleven core competencies of facility management that include the following
  Communication
 Emergency Preparedness and Business Continuity
 Environmental Stewardship and Sustainability
 Finance and Business
 Human Factors
 Leadership and Strategy
 Operations and Maintenance
 Project Management
 Quality
 Real Estate and Property Management
 Technology

What Does a Facility Manager Do?

Going beyond the scope of building maintenance management, you may wonder what a facilities manager does
in practice. Here are a few important responsibilities of a facility manager.

 Effectively allocate space and oversee facility layout.

 Ensure compliance with government regulations which may include anything from access for people with
disabilities, to dealing with hazardous materials, to maintaining safe working conditions.
 Develop a business continuity plan so that a business can recover quickly if there is a fire or other failure.

Many of these tasks are coordinated through the use of facility management software. For example, facility
management software can help keep track of spaces and assets and keep records for reporting needs as well as
ensure the facility is up to the latest BOMA standards. It is often a thankless job, however, because when
everything is running smoothly as it should, no one realizes everything that is happening behind the scenes.

The Goals of Facility Management

The facilities manager has a range of duties with several organizational goals in mind. These include:

 Making sure operations run efficiently

 Ensuring the safety of workers
 Meeting building codes and government regulations
 Saving money
 Boosting productivity
 Creating an environment that is pleasing to clients and customers

Facilities managers use facility management software because it can help track and reach these goals.

Facility management is a complex coordination of everything that is happening within a facility. Luckily,
facility management is made much more manageable and effective through the use of facility management
software.
A Brief Introduction to Facilities Management

What is FM?

Every organisation relies on a mix of functions and services to provide the support essential to its core business
operations. Ensuring that this support is available in the right form, at the right quality and for the right cost is
the task of facilities management.

In essence, FM is about taking control, freeing organisations to do what they do best while the facilities
managers take care of the rest.

In practice, FM has proved notoriously difficult to define over the years. However, clarity is being brought to
this by the development of recognised standards, a process that has been underway for some time. The latest
ISO standards offer this:

Facility management (facilities management, FM) is an organizational function which integrates people, place
and process within the built environment with the purpose of improving the quality of life of people and the
productivity of the core business.

At the beginning of the 21st Century, with its climate of continuous change in business and technology, and the
consequent emphasis on effective utilisation of all corporate resources, facilities management (regardless of the
precise definition!) has emerged as an important business discipline. With this has come greater professionalism
- and a wider range of choice in how specific functions and services are secured.

Sourcing facilities services

One of the FM's primary responsibilities is providing and managing a range of services to his or her 'customers',
that is, the employees within the organisation. These services span the range from security and M&E, through
cleaning and catering, to plants and landscaping. Increasingly, such services are outsourced; in other words,
purchased from and delivered by external suppliers – a practice that has grown and developed in parallel with
the rise of FM.

From a starting point of single-purpose contracts (typically, maintenance, cleaning or security), each handled by
a specialist supplier, the outsourcing concept has broadened over the years to encompass 'bundles' of services
put in the hands of a multi-discipline contractor. More recently, contractors - especially the larger ones - have
sought to bring diverse service lines together in 'integrated' packages, promising greater efficiencies and
reduced management costs.

Alternative service supply solutions are offered by a number of FM providers who focus specifically on the
management of services that are delivered by sub-contractors – but this once-common approach has become
less so as many of these specialists have either diversified their skill base or been bought by ambitious
contractors. 'Total facilities management' is another alternative, in which the provider takes on responsibility for
the delivery and management of all required service lines. TFM solutions can be sourced from FM specialists or
from diversified contractors, who will generally meet as much of the need as possible from their own resources.
More comprehensive still is the solution offered by a handful of outsourcing providers who combine expertise
in both FM and property.

It is impossible to generalise about the 'best' solution for the supply and management of business support
services. That can only be defined in terms of a specific client organisation.

How big is the market?

Facilities include hospitals, universities, schools, government buildings and offices, residential and
condominiums, industrial plants and factories as well as commercial buildings and complexes. These
establishments are undeniably crucial to the operation of any business. Thus, the UP NEC has come up with this
training program to best equip practicing facilities managers, property and building administrators, engineers,
architects, project managers, project coordinators and project supervisors with the knowledge and skills
essential to their company operation’s success.

COURSE OBJECTIVES

Specifically, this training program aims to:

1. Create awareness on and provide practical approaches to best-known practices in facilities management in a
building environment

2. Address fundamental principles but only to the point necessary for the understanding of facilities
management from a holistic life cycle perspective

3. Provide the essential knowledge and skills required to carry out efficient and effective facility management

4. Develop and implement energy management and indoor air quality management

5. Be able to use facility management tools for operation and maintenance planning and management

This Facilities Management Program consists of ten (10) modules grouped into three (3) lecture series.
Completion of the ten modules leads to a Professional Certificate in Facilities Management.

The modules are as follows:

Lecture Series I (3 days) April 14-16, 2010 8:00 AM to 5:00 PM

Module 1. Introduction and Strategic FM Module 2. FM vs. Engineering Maintenance Module 3. Asset
Management Principles & Applications

Lecture Series II (3 days) May 19-21, 2010 8:00 AM to 5:00 PM

Module 4. Building Conservation & Refurbishment Module 5. IT Applications in FM Module 6. Energy

Management in Built Environment and Effective Implementation of Energy Conservation Measures Module 7.
Indoor Air Quality Fundamentals Module 8. Fire Safety Management of Built Environment - Liabilities &
Strategies

Lecture Series III (3 days) June 16-18, 2010 8:00 AM to 5:00 PM

Module 9. Facilities Solutions & Management Competence – Mechanical Systems in Buildings Module
10.Facilities Solutions & Management Competence – Electrical Systems in Buildings

Below is the description of each module.

Lecture Series I - Modules 1 to 3

Module 1. Strategic Facilities Management. This module defines the strategic context of Facilities Management
(FM) and illustrates what the possible scopes are. The module aims to raise the awareness of participants on the
role played by FM as strategic business enabler, the changing FM practices, prerequisites of effective FM, and
also on the desired outcome from FM in its physical form aligned with the organization's business operational
requirements.

Module 2. Facilities Management Vs Engineering Maintenance. This module traces the historical development
of FM and defines the activities within the new discipline. The importance of FM in meeting the clients'
requirements will be highlighted. The differences between FM and Engineering Maintenance practices are also
discussed. Effective planning and management requisites, and the types of maintenance regimes are fully
explained.

Module 3. Asset Management Principles and Applications. The module focuses on the importance of strategic
asset and facility management from the life cycle perspective and how it impacts on the bottom line of facilities
owners in service delivery. The module will also discuss the importance of an asset register as the building
block of all asset management systems and how the former contributes to best practice asset management.

The module highlights the contribution of input from the management, financial, economic, and engineering,
and other social disciplines applied to the facilities and the assets with the objective of providing the required
level of service in the most cost effective manner. The emphasis is on a balanced approach to the management
of the physical assets from a life cycle perspective.

Lecture Series II - Modules 4 to 8

Module 4. Building Conservation and Refurbishment. This module studies the causes of building defects and
the corresponding rectification methods. Topics include defects relating to concrete structures, roof, floor, and
wall finishes. The module also looks into causes of maintenance breakdowns and remedies, and the differences
between different types of maintenance activities.

Module 5. IT Applications in Facilities Management. Advancement in telecommunications and microprocessor

technology has given rise to immense possibilities for the built environment. Building owners and managers can
now harness their power for e-commerce, web-based applications for both home and building automation
system, computerized maintenance management system to even the introduction of products and systems that
would suit the lifestyle of the new age office workers.

This module covers intelligent building technologies of modern building, the interoperability between support
systems and real-time data which allow building owners and tenants to take advantage of cost savings and
efficiencies from application of these technologies.

The module also investigates how a centralized monitoring system, powered by a single engine would possibly
provide a system that integrates the asset management, building automation, maintenance management, fault
reporting and e-market place in a building.

Module 6. Energy Management in Built Environment and Effective Implementation of Energy Conservation
Measures. This module introduces the concept of energy management and identifies the different types of
energy conservation potentials. The module also works through the procedures for energy audits and the
strategies for effective Energy Conservation Measures Implementation.

Module 7. Indoor Air Quality Fundamentals. This module provides an overview of the indoor air quality (IAQ)
issues in a built environment such as office buildings, large commercial complex, etc. It steps through the
procedures to identify sick building syndromes and the associated parameters governing good IAQ and the audit
techniques. Strategies for controlling and maintaining good IAQ are also presented. The module defines a
Proactive IAQ management program from a practitioner's perspective.

Module 8. Fire Safety Management of Built Environment - Liabilities & Strategies. This module covers the
active and passive fire protection systems in buildings. Topics include firm alarm, fire extinguishers, wet and
dry risers and sprinkler systems, means of escape and its protection, the importance of appropriate fire
evacuation planning for commercial high rise buildings and the organizational requirements. Typical building
inspection and testing fire safety for building works in general and lift operations in particular are also included.

Lecture Series III - Modules 9 to 10

Module 9. Facilities Solutions and Management Competence – Mechanical Systems in Buildings. A concise
module on the air-conditioning and mechanical ventilation (ACMV) systems specifically tailored to commercial
buildings. This course provides basic guidelines to proper equipment selection, approaches to problems and
trouble shooting, and practices for proper maintenance of systems and equipment. The emphasis will be on the
application of knowledge in operations and maintenance of facilities in buildings.

Module10. Facilities Solutions and Management Competence – Electrical Systems in Buildings. This module
covers the general aspects in the maintenance of electrical systems in buildings. Topics discussed include the
adoption of the appropriate type of maintenance strategies, investigative approaches including data
collection/analysis, diagnostic tests and fault investigation. Issues relating to the Occupational Health and
Safety and the implementation of an Electrical System Maintenance Program (ESMP) are also discussed.