Course Outline Topics

• Performance Measurement Protocols:

  • Developing and using Key Performance Indicators (KPIs) effectively.

  • Utilizing performance management models like the Facilities Management Balanced Scorecard and strategy maps.

  • Making informed decisions using quality data.

• Quality Management and Improvement:

  • The concept and implementation of continuous improvement in FM operations.

  • Conducting Post-Occupancy Evaluations (POE) to assess building performance (technical, functional, and behavioral elements).

  • Assessing the current state of FM processes to identify improvement opportunities.

• Benchmarking:

  • Setting targets and establishing benchmarks.

  • Setting up and conducting benchmark studies for process and cost improvement.

• Service Delivery & Outsourcing:

  • Monitoring performance and outcomes of both in-house and contracted services.

  • Specifying service levels using Service Level Agreements (SLAs) and managing vendor performance.

  • Evaluating outsourcing decisions and managing contracts effectively.

• Risk & Compliance:

  • Integrating quality and performance management with risk assessments and health & safety compliance