CAFM Systems September 29, 2009
Posted by Sezgin Kaya in FM Technology.Tags: CAFM Systems, Facilities Management Technology
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I will write more on this, after presenting in BIFM Conference in October 2009.
FM Industry News and magazines September 13, 2009
Posted by Sezgin Kaya in FM Market.add a comment
I have found the following link to see all FM industry links and Magazines. It looks like a good source to see all industry sources in one place.
http://www.fsi.co.uk/useful-links.asp
Useful Links
This page acts as a resource for all your facilities management needs. Please use the headings below to easily identify the areas that you are currently interested in.
Asbestos Information
- Managing asbestos – a PDF guide to managing asbestos and the law.
- HSE asbestos – Health and safety guide to asbestos.
- Asbestos Law – Information on the law and asbestos.
Facilities Management Directory
- www.talkFM.net – set up by a group of leading professional and media organisations as THE online discussion forum for the facilities management industry.
- BIFM – British Institute of Facilities Management – BIFM is the UK’s lead institute representing the interests of those who practise Facilities Management and those who work in organisations supplying Facilities Management related goods or services.
- www.fmonline.co.uk – The Facilities Management Online Magazine.
- FMLink – provides a valuable facilities management resource, registration is required.
- FM Pages – FM Pages – an online source to find facilities management products and services
- FMUK – FMUK is a publication that is placed to offer companies the opportunity to promote themselves in a rapidly expanding and lucrative market
- HSE – Responsible for the regulation of almost all the risks to health and safety arising from work activity in Britain
- Occupier – Occupier.org is a research web page showing information linking real estate and facilities with corporate output and productivity
- Workplacelaw Network – The Workplacelaw Network provides legal support, information and consultancy to BIFM members on health and safety, premises and employment issues. Keep yourself up-to-date with facilities management legal issues.
Facilities Management Magazines
- www.fmxmagazine.co.uk – FMX is a leading publication for facilities management, office management, property and building services.
- www.fm-world.co.uk – FM World is the magazine of the British Institute of Facilities Management (BIFM).
- www.pfmonthenet.net – For more than 20 years, Premises & Facilities Management (PFM) has been the FM sector’s source of best practice guidance, service suppliers, product and applications, news and jobs.
- www.fmj.co.uk – The Magazine for the Facilities Management Profession.
- www.qubeonline.co.uk – The new look of fm and building maintenance
- www.fmonline.co.uk – The largest, free to view News Distribution Service / Product / Service Supplier Locator for the UK based Facilities Manager.
- AFE (formerly American Institute of Plant Engineers, AIPE
- www.fmlink.com – a facilities management magazine resource
FM News
FM KPI s June 28, 2009
Posted by Sezgin Kaya in KPIs.Tags: Facilities Management, Facilities KPIs, Facilities Performance, FM KPIs
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Another common question is to define facilities management KPIs:
1) FM in-house organisational KPIs (reduction of Total occupancy costs, includinhg property lease, staff headcount, contribution to company’s reputation, etc.)
2) FM Suppliers’ KPIs (improvements made per year, customer satisfaction, PPMs finished on time, response resolution times, etc. )
3) FM operational service KPIs (cleaning $/m2, M&E $/m2 etc… , $/workstation, surfaces cleaned per hour, etc)
The art is creating a performance mechanism that can combine these three into an algorithm, which can automise the measurement without any human intervention. Technology certainly helps and is more than capable of putting a smarter and artificial intelligent systems, far too ahead of traditional facilities management practice.
Products like Maximo and Cognos are certainly worth looking at…
FM in Economic Crisis February 10, 2009
Posted by Sezgin Kaya in Uncategorized.Tags: Add new tag, Facilities Performance, FM in Crisis
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FM is the second largest expense after staff costs, then is not it time to focus on FM costs and try to create a more effective portfolio for businesses and generate real contribution to business now???
When can Facilities Managers show more of their contribution to business than it can be now! ?
See Performance by Danny Then.
FM Excellence February 9, 2009
Posted by Sezgin Kaya in Uncategorized.Tags: Facilities Management, FM Excellence, FM KPIs, FM Organisations
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The only dedicated FM Excellence Web site…
FM Key Performance Indicators in Financial Crisis February 7, 2009
Posted by Sezgin Kaya in KPIs.Tags: Facilities KPIs, Facilities Performance, What is FM Excellence?
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Just a couple of months ago, we were heading towards some generic industry-wide KPIs, and the facilities managers were able to identify their own tangible and most importantly ‘intangible’ KPIs. Some of you will remember indicators such as:
- Staff retention and attraction
- Creating a performance culture
- Customer experience / satisfaction
- Delivery of excellence
- Creativity
etc.
The last 15-20 years’ growing market, in which all of my experience and knowledge resides, has welcomed intangible indicators alongside with tangible ones. We have appreciated the value of intellectual capital and created services and environment that complement the value. We have done this within the financial sector so much that company’s physical assets became to be a status for reputation, a stake in employee experience, or even a servicescape in which people will perform better…And they probably did. We had our memorable, enjoyable and valuable times…
In just less than 6 months, indicators have started to shift towards reviewing and revaluing tangible assets so aggressively that little or no effort is given to leverage intangible assets . Society and businesses have dropped 2 levels down in Maslow’s hierarchy of needs pyramid from ’self-actualisation’ level to ’safety’ level, where staff morale is outperformed by job safety.
The worst economic conditions we have seen, starts reminding what our grandparents have kept telling us from the post-war stories…
What does this mean for a typical FM organisation and a facilities manager, who manages the second largest budget in a company after Human Resources…
1) A smart FM can stop before it all goes to Human Resources. As change masters, make proactive suggestions to your organisation with taking significant risks, stretching right to the edge of health and safety breach. These are times to cut costs significantly, aggressively, passionately, to the all extent that changing employee behaviour will become a norm towards a more ‘responsible, modest and considerate employee towards its second most expensive assets: buildings.
2) Involve employees to service delivery. Bring post-war community feel to the corporate citizens, by which they can make an impact. Let them clean their desks, pick up their deliveries, get approval for stationary. This is the time not to spoil, but to have spirit of a ‘un-sunken’ ship.
3) Think radical. Make huge reductions in space. Rationalise all vacant space, and reduce the PPMs. Think of run-to-fail maintenance strategies for non-critical assets. If possible, work with management to allow remote working.
4) Take risks that your business can bear in the short term. Identify short term, medium to high impact, but low probability risks for your management and maintenance tasks. Share these risks with businesses and tyr to mitigate as much as possible.
5) Transferring risk is not an option . It comes with a premium, which you cannot afford, and would you really believe in this market the risks are transferable safely?
My best bet on typical FM KPIs for the recession market are:
- Cost reduction
- Number of job losses stopped (every penny you save represents a potentially saved position)
- Total risks mitigated (quantify)
- No failure in Health and Safety audits
Nominate ‘Your Excellent Facilities’ August 6, 2008
Posted by Sezgin Kaya in Customer Experience, FM Excellence Nominations, What is FM Excellence?.Tags: Best Facilities Management, FM Excellence, FM Excellence Awards, What is FM Excellence?
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Here is a challenge: I am asking now everyone who visits this blog:
What is the best ever Facilities you have seen or been?
NOMINATE YOUR EXCELLENT FACILITIES NOW!!!
Enter your comments into the link above and give your feedback of your impressions.
The best judge is the public. Let’s see what is an Excellent Facility look like. It might be your local shopping centre, your coffee shop, your friend’s office or simply your local school… Nominate here. And tell me more what was memorable, enjoyable and valuable about it?
Nominate Now by entering your comments here, or use the link above next to the Excellence Star.
Customer Experience – Business Performance – Reputation August 3, 2008
Posted by Sezgin Kaya in Business Performance, Customer Experience, Reputation.Tags: Add new tag, Business Performance, Customer Experience, Facilities Performance, Reputation
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Customer experience:
This is entirely a subjective area to deal with, until the recent book by Colin Shaw “The DNA of Customer Experience“. In this book Shaw explains his secret by emphasising to focus on the Customer not the organisation, and adds “provide Customers with an emotionally engaging experience and the rest will take care of itself”. The book relies heavily on author’s research in Europe and US, and Shaw reveals four clusters of emotions which have been statistically proven to increase Customer’s short term spend and drive or Customer loyalty. Probably the first time in history, service industries will be in a position to tangibly show the return on investment by focusing on customer experience.
What is Customer Experience in Facilities Management Practice?
Depends on how you define your customers. For a facilities service setting, customers are those who receive the service, and therefore affected by the service results. These can be visitors, occupants, public, and literally all people who uses the service setting. In commercial settings, customers can range from visitors to executives of the company, auditors, hot deskers, long hours workers, blue – white collar workers, community, etc. Depending on who the main audience in the service setting, focus shifts. For example:
If Customer is Personnel, then focus on Employee Productivity
If Customer is also paying Client, then focus on Company’s Profitability
Focusing on specific indicators this is to align your customer experience results with the company’s overall performance, and report to company executives using these indicators. This is the era of service and customer experience, and outcomes of service are best described using different indicators for different service stakeholders.
At an individual level, Pine and Gilmore (author’s of Experience Economy) stresses that experiences must provide a memorable, enjoyable, personal and valuable offering that will remain with one for a long time.
Business Performance
Reputation Recent survey shows that reputational risks at the top of risk companies try to avoid.
Facilities Management KPIs April 23, 2008
Posted by Sezgin Kaya in KPIs.Tags: Facilities KPIs, What is FM Excellence?
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What are the KPIs for facilities operations? Although I have not got an off-the shelf answer (and really sceptical of universal KPIs that apply to all organisations), we can mention here about a process that can lead to defining your own KPIs… As a start, use these three simple steps:
Firstly, identify the key business objectives, which your FM organisation tries to achieve.
Secondly, relate these objectives to services or products you offer
Thirdly, create a measurement system and align performance measures with your Performance Management System.
Some examples of KPIs are:
- No loss of business due to failure of services
- Customer satisfaction
- Completion of project to customer satisfaction
- Provision of safe environment
- Effective utilisation of space
- Effectiveness of communication
- Reliability
- Professional approach of facilities staff
- Responsiveness to problems
- Competence of staff
- Management of maintenance
- Responsiveness to changes/requirements
- Value for money
- Satisfactory working conditions
- Provided equipment meets business needs
- Suitability of premises and functional environment
- Quality of end product
- Effectiveness of help desk service
- Achievement of completion deadlines
- Correction of faults
- Standards of cleaning
- Management Information
- Energy performance
A Global Bank’s Performance Indicators:
- Shareholder value
- Staff Retention
- Comfort
- Risk/Health and safety
- Speed
- Creativity
- Communication
- Image and PR
An Investment Bank’s Performance Indicators:
Headline KPIs:
- Integrity
- Teamwork
- Respect for the individual
- Client focus
- Responsible citizenship
Also some building related KPIs (I call them operational KPIs) are commonly used in the contracts:
- $/m2 , $/FTE, $/workstation etc.
- availability of facilities
- work orders v closed work orders
- response / resolution times and job closure
- customer satisfaction
- recycling tons/ann etc.
Computerised systems such as Maximo can help to automise the performance measurement and reporting.
What is FM Excellence? August 19, 2007
Posted by Sezgin Kaya in Customer Experience, FM Excellence Nominations, What is FM Excellence?.Tags: Best Facilities Management, Excellent Facilities, Facilities Management, FM Excellence, FM Excellence Nominations, Nominate Excellent Facility, What is FM Excellence?
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Our FM Excellence definition is getting more hits in the internet than ever: “FM Excellence is the results of all integrated Facilities Management practices, driven by customer experience, business performance and reputation”.
If you search for FM Excellence, you can find three different definitions and approaches:
1- Partners in Excellence
IFMA, BIFM, CIBSE, IPFMA, HVCA and FMA have signed Partners in FM Excellence Agreements to promote international collaboration for members to benefit and receive discount for events, training, and publications.
2- Advanced Quality Management
German Facility Management Association (GEFMA) has been delivering FM Excellence Courses. The content of these courses look like an advanced quality management module in a common training course. GEFMA’s Quality Management Model is called: FM Excellence! In the German approach, FM Excellence is a synonym for Quality of Facility Management.
3- Awards
Who can resist a plaque on the wall stating: you are recognised as: “Excellent FM Organisation? or your company delivers “Excellent” FM services…Professional organisations such as BIFM, IFMA, and APPA have started to assess FM Excellence.
To sum the above, so far, FM Excellence is considered as Quality, Recognition and another name for international Partnership on FM. All of these are good. In this web-site, our definition and approach will be:
FM Excellence is the results of all integrated Facilities Management practices, driven by customer experience, business performance and reputation”.
By this definition, FM Excellence follows principles around:
1- Customer experience: FM offers quality services for positively impress the customers in a service setting.
2- Business performance: FM demonstrates tangible benefits exist in all practices to increase business performance
3- Reputation: FM contributes to host organisation’s reputation by a) mitigating the reputational risks, b) increasing the service image to impress the potential revenue generating customers.
