IFMA Facility Management Learning System Book 1. Contents

Transcription

1 IFMA Facility Management Learning System Book 1 Contents Course Overview Communication Introduction Chapter 1: Communication Fundamentals Topic 1: The Nature of Communication Topic 2: Effective and Efficient Communication Topic 3: Cross-Cultural Communication Topic 4: Issues Shaping Facility Management Communication Describe how communication takes place in organizations, including barriers that can inhibit organizational communication. Identify effective and efficient communication skills. Explain key aspects of communication across cultures. Recognize prevailing issues that shape organizational communication. Chapter 2: Business Communications That Achieve Results Topic 1: Business Writing Essentials Topic 2: s, Memos and Letters Topic 3: Business Plans and Reports Topic 4: Presentations Topic 5: Meetings Topic 6: Negotiation, Influence and Persuasion Topic 7: Copyright Provisions Explain writing principles that support good business communications. Use , memos and letters to communicate effectively. Write effective plans and reports. Design and deliver presentations that engage stakeholders IFMA 1-1 Edition 2015, Version 2.1

2 Organize and run effective meetings. Conduct effective negotiations. Recognize copyright principles. Chapter 3: Stakeholder Expectations and Facility Management Communication Plans Topic 1: Stakeholder Expectations Topic 2: Communication Plan Development Topic 3: Situation-Appropriate Media Recognize principles of how to manage/oversee stakeholder perceptions and expectations. Develop and use facility management communication plans. Select situation-appropriate media for stakeholder communications. Emergency Preparedness and Business Continuity Introduction Chapter 1: An Overview of Emergency Preparedness and Business Continuity Topic 1: Purpose of Emergency Preparedness and Business Continuity Topic 2: The Narrative of an Emergency Topic 3: Strategic Alignment of Emergency Preparedness and Business Continuity Topic 4: Emergency Preparedness and Business Continuity Model Describe organization and facility stakeholder needs during and after emergencies. Describe how FM is involved in emergency preparedness and business continuity in organizations with different experience in these programs. List benefits of emergency preparedness and business continuity to the organization and FM. Trace the narrative of emergency response from planning through restoration and recovery. List the principles of emergency management. Describe factors that may affect alignment of emergency preparedness and business continuity programs with the organization s strategy. Diagram the emergency preparedness and business continuity model, describing actions taken at each step IFMA 1-2 Edition 2015, Version 2.1

3 Chapter 2: Manage Risk Topic 1: Risk Management Topic 2: Identify and Assess Risks Topic 3: Identify Critical Assets and Processes Topic 4: Develop Risk Strategy Topic 5: Managing Technology Risks Topic 6: Emergency Preparedness and Business Continuity Case Study Define risk management. Describe FM s role in the risk management process. List the steps in the risk management process. Characterize the nature and sources of risk. List tools for identifying facility risks. Define the risk factors, probability and vulnerability. Describe tools used to analyze risk. List tools to identify facility assets. Distinguish among mission-essential functions, supporting functions and nonessential functions. Describe the purpose and outcomes of a business process analysis. Describe the purpose and outcome of a business impact analysis. Illustrate risk management strategies. Given specific risk scenarios, identify appropriate mitigation tactics. Describe the impact of risk management strategies on FM policies and processes. Describe FM s role in managing technology risks. Chapter 3: Develop Plans Topic 1: Emergency Management Concepts and Terms Topic 2: Emergency Response Plan Topic 3: Business Continuity Concepts and Terms Topic 4: Business Continuity Plan Topic 5: Implementing Plans Topic 6: Emergency Preparedness/Business Continuity Case Study Define key terms in emergency response, such as continuity of operations, chain of command and incident commander. Explain the purpose behind the emergency response concepts of command, coordination and organization. Describe the role of the incident management team IFMA 1-3 Edition 2015, Version 2.1

4 List the components of an emergency response plan and describe their content. Describe ways in which communication during an emergency can be supported and performed effectively. Summarize FM s role in emergency response. Define key terms in business continuity, such as contingency strategy, recovery time and hot site. Provide examples of the range of continuity requirements. Provide examples of ways in which an organization s and FM s vital records can be protected in the event of an emergency or business disruption. List possible components of a business continuity plan and describe their content. Describe activities that take place as part of the plan implementation process. Chapter 4: Train, Test and Drill Topic 1: Training/Testing Strategies Topic 2: Conducting Drills Topic 3: Emergency Preparedness/Business Continuity Case Study Explain the need for emergency preparedness and business continuity training and testing. Provide examples of training challenges. List basic types of training and testing vehicles and their uses. Explain the importance of debriefing tests. Describe strategies for improving the effectiveness of drills. Chapter 5: Respond, Recover and Learn Topic 1: Incident Response Topic 2: Damage Assessment Topic 3: Recovery and Reconstitution Topic 4: Emergency Preparedness/Business Continuity Case Study Describe essential elements of an effective incident response. Explain the importance of after-action debriefing and approaches to debriefing. Describe FM s role during incident response. Provide examples of the types of knowledge, resources and skills that may be necessary for a damage assessment team. Describe the impact of insurance factors on the facility s damage assessment and recovery processes. Summarize the responsibilities of incident command and FM during recovery IFMA 1-4 Edition 2015, Version 2.1

5 Chapter 6: Evaluate and Revise Plans Topic 1: Evaluate and Audit Programs Topic 2: Emergency Preparedness/Business Continuity Case Study Describe the purpose of reviewing and auditing risk management, emergency preparedness and business continuity programs. Provide examples of issues that might be examined during review of risk management strategies and emergency preparedness and business continuity programs. List conditions that should trigger immediate review of programs. Describe the purpose and focus of auditing programs and plans IFMA 1-5 Edition 2015, Version 2.1

6 IFMA Facility Management Learning System Book 2 Contents Environmental Stewardship and Sustainability Introduction Chapter 1: Sustainable Facility Management Topic 1: Sustainability and Facility Management Topic 2: Triple Bottom Line Define sustainability. List the key drivers for sustainability. State the importance of sustainability to the organization. List how sustainability impacts the facility manager. List the benefits and risks of starting a sustainability initiative. List IFMA s eight major categories of sustainability. Define the Triple Bottom Line and its intersections. State the organizational impact of the Triple Bottom Line. Chapter 2: Aligning Organization Strategy with Sustainability Topic 1: Sustainability Policies Topic 2: Sustainable Plan Development Topic 3: Sustainability Projects Topic 4: Financial Decision-Making Tools Describe the role that sustainability policies play in implementing sustainability strategies. Detail sustainability policy development. Describe the key aspects of a sustainable or green lease. State how the strategic planning model can be applied to sustainability. List the strategies to keep leadership engaged in and committed to a sustainability initiative IFMA 2-1 Edition 2015, Version 2.1

7 Define stakeholder and provide examples of stakeholders interests in sustainable facility management. List the steps in developing and implementing sustainability projects. Describe financial decision-making tools used to support sustainability projects. Chapter 3: Measuring and Reporting Sustainability Topic 1: Metrics Topic 2: Measuring Greenhouse Gas Emissions Topic 3: Defining Sustainable Practices Topic 4: Certifying Sustainability Achievements Topic 5: Managing Performance through Measurement Define carbon footprint and measurement tools for greenhouse gas emissions. Characterize the purposes of ISO standards and the Global Reporting Initiative reporting framework. Describe the purpose and contents of energy performance statements. Provide examples of sustainable building certification systems. Explain how the sustainability balanced scorecard and ENERGY STAR s Portfolio Manager can be used to measure the facility s sustainability performance. Chapter 4: Focus Areas for Sustainable Facility Management (Input) Topic 1: Energy Topic 2: Water Topic 3: Materials and Resources Describe and illustrate the goals of sustainable energy use. Describe measures facility managers can take to decrease the facility s energy consumption. Distinguish between renewable and nonrenewable energy alternatives. Describe tools and strategies to help facility managers improve the sustainability of facility energy purchasing practices, including metering and submetering. Describe ways in which facility managers can optimize facility energy use through, for example, commissioning, energy audits, and building automation systems. Describe the process of carbon trading and the role of carbon offsets and renewable energy credits IFMA 2-2 Edition 2015, Version 2.1

8 Summarize key goals in increasing the sustainability of a facility s water consumption. Trace the flow of water into, through and out of a facility, and describe the issues related to each part of that path. Describe ways to increase the efficiency of facility fixtures and fittings, boilers and cooling towers. List key elements in water-conserving landscaping. Describe ways in which water may be reused and harvested to decrease water withdrawals. Describe sustainable goals for facility management of materials and resources. Describe a sustainable procurement process. Explain how a facility s sustainable performance can be affected by its supply chain partners. Explain the significance of sustainable product certification labels and programs. List sources to verify product sustainability claims. Chapter 5: Focus Areas for Sustainable Facility Management (Processes) Topic 1: Workplace Management Topic 2: Indoor Environmental Quality Topic 3: Quality of Services Explain how workplace management improves facility sustainability from environmental, economic and social perspectives. Describe ways in which workplaces have evolved in current facilities and facility management responses to these changes. Define the components of indoor environmental quality (IEQ) and describe how IEQ contributes to sustainable facility management. List common threats to indoor air quality (IAQ). Describe initiatives a sustainability facility professional might implement to improve a facility s IEQ. Describe the role of occupant surveys in contributing to IEQ. List steps a facility manager can take to improve the sustainability of the facility s use of hazardous materials. Explain how facility services can be affected by organizational commitment to sustainability. Describe tactics to improve the sustainability of mail services, printing and copying, content and document management, food service, meeting services, hardscape maintenance and landscaping and property amenities IFMA 2-3 Edition 2015, Version 2.1

9 Chapter 6: Focus Areas for Sustainable Facility Management (Output) Topic 1: Waste Topic 2: Site Impact Describe goals that will help facilities manage their waste output in a sustainable manner. Describe the different ways in which waste is collected and disposed of. Describe strategies for reducing waste. Describe the criteria for a successful recycling program. List and describe the steps in developing, implementing and tracking a facility recycling program. Describe how hazardous waste is managed in a sustainable facility. Describe sustainable site goals that will help minimize the impact of the facility site on its surroundings. Describe how site impact can be reduced in the following areas: Stormwater management Light pollution Heat island contributions Transportation use Finance and Business Introduction Chapter 1: Finance and Business in the Facility Organization Topic 1: The Importance of Being Finance- and Business-Aware Topic 2: Financial Terminology Topic 3: Fundamental Accounting Concepts Understand how finance and business management are key ingredients in the success of facility management. Recognize key finance terms prevalent in facility management. Comprehend basic accounting principles and practices that underpin facility management operations IFMA 2-4 Edition 2015, Version 2.1

10 Chapter 2: Financial Management of the Facility Organization Topic 1: Budgets and Budgeting Basics Topic 2: Financial Statements Topic 3: Business Cases, Supporting Documentation and Financial Reports Topic 4: Fundamental Cost Concepts Topic 5: Analyzing and Interpreting Financial Documents Topic 6: Cost-Containment Strategies Topic 7: Chargebacks Understand how to develop, recommend and manage/oversee the facility s budget requirements. Identify the basic financial statements an organization prepares and the impact that facility management has on them. Be able to prepare business cases, supporting documentation and financial reports. Apply cost concepts in facility management operations. Understand how to use financial ratios and facility metrics to analyze and interpret financial documents. Recognize cost-containment opportunities to reduce or avoid facility management costs. Describe how chargebacks can help to control facility costs. Chapter 3: Procurement in the Facility Organization Topic 1: Procurement Procedures Topic 2: Procurement and Facility Management Outsourcing Administer procurement procedures that comply with the policies and guidelines established by the finance or procurement departments. Describe the fundamental aspects of customary facility management outsourcing relationships. Chapter 4: Contracts in the Facility Organization Topic 1: Contract Development, Management and Oversight Topic 2: Contract Administration Topic 3: Analyzing and Interpreting Financial Contract Elements Topic 4: Resolving Vendor Conflicts Comprehend the principles involved in the development, management and oversight of facility management contracts IFMA 2-5 Edition 2015, Version 2.1

11 Administer contracts. Analyze and interpret financial contract elements. Resolve vendor conflicts IFMA 2-6 Edition 2015, Version 2.1

12 IFMA Facility Management Learning System Book 3 Contents Human Factors Introduction Chapter 1: The Human Factor in the Workplace Topic 1: Effective Workplaces Topic 2: The Need for Comfort Topic 3: Humans and Change Describe possible criteria that could be used to assess a workplace. List organizational factors with which a facility manager should be familiar before implementing processes that affect occupants and employees. Describe the possible impact of compliance requirements on facility management in the area of human factors. Provide examples of how facility management processes can affect each of the five basic human needs as defined by Maslow. Explain why occupants and employees may resist change. List strategies facility managers may take to support occupants and employees acceptance and successful adoption of facility changes. Chapter 2: Creating a Healthful, Productive Workplace Topic 1: Indoor Environmental Quality Topic 2: Occupant Wellness Topic 3: Occupant Productivity and Creativity Provide examples of the effects of poor workplace quality on occupants health and productivity. Define the components of indoor environmental quality. Describe common facility conditions and practices that affect facility indoor air quality. List facility management strategies to improve indoor environmental quality IFMA 3-1 Edition 2015, Version 2.1

13 Describe the benefits of managing facilities proactively to promote occupant wellness. Describe possible causes and effects of stress in the workplace. Define musculoskeletal disorders and causes associated with workplace conditions. Provide examples of facility management strategies to promote occupant wellness. Contrast the benefits and challenges associated with decreasing facility footprint. Describe the needs of the workplace in knowledge-oriented organizations. List examples of strategies to manage space for greater effectiveness and efficiency. Describe ways to implement distributed work strategies more effectively. Chapter 3: Creating a Safe and Secure Workplace Topic 1: Creating a Facility Culture of Safety and Security Topic 2: Strategies to Increase Facility Safety Topic 3: Strategies to Increase Facility Security Describe the benefits of maintaining effective facility safety and security practices. List the steps a facility manager should follow in creating safe and secure facilities. Provide a variety of examples of tactics facility managers could implement to support facility safety. Describe the possible role of safety committees in facilities. List tactics to follow in managing contractor relations and projects to improve facility safety. Characterize the range of security threats organizations and facilities may face. Provide a variety of examples of tactics facility managers could implement to support facility security. Chapter 4: Employee Development Topic 1: The Case for Employee Development Topic 2: Identify Organizational Needs and Values Topic 3: Identify Job Requirements Topic 4: Manage Performance Topic 5: Guide Professional Development Describe the basic challenges FM faces in managing employee performance. Explain why facility managers may not fulfill their responsibility to develop the organization. List the four essential activities in meeting organizational and employee development needs. Provide examples of internal and external factors that affect facility staffing IFMA 3-2 Edition 2015, Version 2.1

14 Explain the benefits of having good job descriptions for organization positions. List the steps involved in managing employee performance. Describe factors facility managers should consider when using different training solutions. List the steps in on-the-job training. Provide examples of internal and external resources for employee professional development. Chapter 5: Performance Appraisal Topic 1: Overview Topic 2: Performance Appraisal Methods Topic 3: Conducting a Performance Appraisal Meeting Topic 4: Performance Appraisal Case Study Describe the role of performance appraisal in the performance management process and the benefits it provides to the organization. List reasons why organizations may have poor performance appraisal systems. List criteria of effective appraisal systems. Provide examples of the types of errors managers could make in appraising performance. Distinguish among different types of appraisal methods, describing their advantages and disadvantages. Describe 360-degree feedback and its benefits to the organization. Describe the steps in an effective performance appraisal meeting. Chapter 6: Managing for Diversity Topic 1: Workplace Diversity Topic 2: Strategies to Manage Diversity Define diversity in the workplace. List challenges and benefits associated with diverse workplaces. Provide examples of strategies to create and maintain a diverse workplace IFMA 3-3 Edition 2015, Version 2.1

15 Leadership and Strategy Introduction Chapter 1: Plan Strategically Topic 1: Introduction to Strategic Planning Topic 2: Align Facility s Strategic Requirements to Entire Organization s Requirements Topic 3: Develop and Implement a Strategic Planning Process Topic 4: Develop a Strategic Facility Plan or Facility Master Plan Topic 5: Implement Strategy Using Tactical Plans Understand the importance and objectives of strategic planning. Place strategic planning in context with the layers above and below it. Apply a life-cycle model to development of FM strategy. Align the facility s strategic requirements to the entire organization s requirements. Use a balanced scorecard to define and measure strategic and tactical goals. Apply a number of methods and tools to produce strategic user requirements. Assess real estate and services needed to meet current and future organizational requirements. Obtain approval for a strategic facility plan and/or a facility master plan. Establish a change process for strategic plans. Gain approval and funding of tactical plans. Chapter 2: Lead and Manage the Facility Organization Topic 1: Introduction to Leadership and Management Topic 2: Theories of Individual Behavior and Leadership Topic 3: Lead, Inspire, Influence and Manage the Facility Organization Topic 4: Advocate for Facility Management Needs and Priorities Topic 5: Organize and Staff the Facility Function Topic 6: Develop Effective Teams Topic 7: Develop, Implement and Evaluate FM Policies, Procedures and Practices Topic 8: Clarify and Communicate Responsibilities and Accountabilities Topic 9: Resolve Conflicts Understand the differences between and complementary nature of leadership and management IFMA 3-4 Edition 2015, Version 2.1

16 Apply theories of individual behavior and leadership to understand motivations and provide guidance and advocacy. Lead, inspire, influence and manage the FM organization in support of the entire organization s goals. Coordinate people, place, processes and technology. Understand management and leadership styles and grow as a leader. Achieve an FM organization that excels through best practices, continual improvement, and change management and reengineering. Advocate for facility management needs and priorities. Organize and staff the facility function by creating a strong organizational structure and teams. Develop and support policies, procedures and practices for the organization. Clarify and communicate responsibilities and accountabilities for staff and contractors through proper job design and work coordination. Resolve conflicts by understanding root causes and using principled negotiation. Chapter 3: Provide Leadership to the Entire Organization Topic 1: Promote, Encourage and Adhere to a Code of Conduct Topic 2: Develop and Manage/Oversee Relationships Topic 3: Ensure Compliance with Corporate Social Responsibility Policies Promote, encourage and adhere to a code of conduct by serving as a role model, enforcing codes and exhibiting ethical leadership. Understand the common components of a code of conduct and be familiar with the IFMA Code of Ethics. Develop and manage/oversee relationships with all stakeholders by understanding the goals and principles of relationship management. Gain sensitivity for the needs of stakeholder groups, including customers, internal stakeholders, suppliers and indirect stakeholders. Ensure compliance with corporate social responsibility policies by leveraging the role of facility managers as stewards of security, safety, energy consumption and facility space IFMA 3-5 Edition 2015, Version 2.1

17 IFMA Facility Management Learning System Book 4 Contents Operations and Maintenance Introduction Chapter 1: Introduction to Operations and Maintenance Topic 1: Operations and Maintenance Overview Topic 2: Begin with a Plan Understand the role of operations and maintenance in facility management. Identify the duties and responsibilities of a facility manager in support of an organization s missions and goals. Understand how to develop, recommend and manage/oversee a strategic facility plan and associated O&M tactical plans. Identify facility assets and appropriate O&M schedules. Chapter 2: Assess Facility Needs Topic 1: Assess Condition of Building Structure Topic 2: Assess Exterior Structures and Elements Topic 3: Assess Condition of Building Systems Topic 4: Assess Interior Furnishings, Fixtures and Equipment Topic 5: Assess Grounds Understand what are generally regarded as building structures, systems, interiors, exteriors and grounds. Recognize common deficiencies in building structures, systems, interiors, exteriors and grounds. Understand security, health and safety considerations relative to building structures, systems, interiors, exteriors and grounds IFMA 4-1 Edition 2015, Version 2.1

18 Chapter 3: Manage/Oversee Operations and Maintenance of Building, Systems and Equipment Topic 1: Acquire Systems, Materials and Equipment Topic 2: Install Systems, Materials and Equipment Topic 3: Maintain Systems, Materials and Equipment Topic 4: Operate Building Systems and Equipment Topic 5: Replace Systems, Materials or Equipment Recognize how acquisition begins an asset life cycle and what factors are used in deciding on an acquisition, including sustainability. Understand the elements of installation. Understand types of maintenance and how to effectively balance maintenance activities using analysis and management tools. Understand a typical maintenance management workflow process. Recognize typical facility operations such as building automation, energy management and emergency preparation. Understand typical conditions and measurements that signal asset replacement. Chapter 4: Manage/Oversee Occupant Services Topic 1: Recognize Required Occupant Services Topic 2: Develop Usage and Service Level Guidelines Topic 3: Prepare and Execute Modifications to Occupant Services Recognize types of occupant services needed and guidelines for service expectations. Understand the typical workflow process for occupant services and the guidelines of that process. Understand how to prepare for and execute modifications such as alterations and moves. Chapter 5: Select the Best Resources Topic 1: Develop Maintenance and Occupant Service Specifications Topic 2: Select Competent Service Providers (Staff or Contract) Topic 3: Negotiate Service Level Agreements Topic 4: Monitor Work/Service Performance Topic 5: Resolve Contract Disputes IFMA 4-2 Edition 2015, Version 2.1

19 Understand the elements, value and use of service level agreements. Recognize how to determine what services to provide and whether to use staff or contractors. Understand important considerations in comparing and selecting among candidates for O&M services. Understand how to develop and negotiate service level agreements. Understand the principles for measuring competency, monitoring performance and evaluating outcomes for work/service. Understand the development and use of best practices to improve performance. Recognize key factors and attitudes relative to contract disputes and their resolution. Chapter 6: Measure Operations and Maintenance Performance Topic 1: Determine Life-Cycle Cost Topic 2: Monitor Use and Performance of Facilities Topic 3: Monitor Occupant Satisfaction Understand life-cycle cost analysis relative to total cost of ownership. Understand the use of measuring and data-gathering tools such as reliabilitycentered maintenance, design for reliability, energy modeling and risk assessment. Understand how to apply the workflow process and measure work performance. Understand how to consolidate performance measures using a balanced scorecard. Recognize how to determine key performance indicators that represent the strategic facility plan. Understand how to learn what occupants/customers need and deliver results in a measurable service quotient for continuous improvement. Project Management Introduction Chapter 1: Introduction to Project Management Topic 1: Facility Management Projects and Project Management Topic 2: The Project Manager Topic 3: Project Management Processes and Models IFMA 4-3 Edition 2015, Version 2.1

20 Understand the role of projects in facility management organizations. Appreciate the value of project management in planning, organizing, delegating, monitoring and controlling projects and in ensuring that the interests of the FM organization and its customers are represented. Determine the requirements for a facility manager acting as project manager or for a potential delegate to this role. Assess other factors to decide whether the facility manager should adopt or delegate the project manager role for a given FM project. Comprehend project management processes and models. Relate project management processes and models to a typical FM project format. Chapter 2: Define Projects Topic 1: Define Phase and Project Inputs Topic 2: Define Project Purpose Topic 3: Perform Programming Topic 4: Create Project Charter and Project Objectives Statement Indicate the importance of beginning with the end in mind or defining a project s purpose and criteria for success from the start. Link projects to strategy and apply other project inputs, including financial plans, project selection, specifications or scope/statements of work (SOWs), constraints, and policies, procedures, and practices. Recognize how to conduct programming for a project to determine user requirements and produce a statement of requirements. Describe how a project charter is used to present a conceptual budget and business plan to decision makers to win project approval and funding. Discuss how a statement of objectives is used to detail project scope and deliverables and constraints of schedule, budget and quality in sufficient detail to begin project planning. Chapter 3: Plan Projects Topic 1: Design Deliverables or Space Topic 2: Create Project Management Plan Topic 3: Plan Team and Resources IFMA 4-4 Edition 2015, Version 2.1

21 Determine the basic steps in design/engineering of deliverables or space, including acquisition of space. Understand how to create a project management plan and describe methods and tools for forming a work breakdown structure/task list, a project schedule, cost estimates and budgets, a quality management plan, a communications management plan, and a risk management plan. Plan a project team and resources by forming project team and internal staff and contractor specifications. Relate how to form a procurement management plan. Understand contract details. Chapter 4: Manage and Oversee Projects Topic 1: Acquire Team and Resources Topic 2: Execute and Control Project Recognize the need to check availability for internal staff or contracted resources and lead times for materials. Understand how to select or negotiate with line managers for internal staff. Indicate how to acquire contracted resources for team positions, materials or professional services using an open tender/bidding process or direct negotiation. Understand the basic features of standard tender/bidding contracts and proposal responses. Integrate or coordinate the work of project team members to ensure that schedules and tasks are orchestrated to maximize the efficiency and effectiveness of teams and resources. Execute and control project activities according to the project management plan, including project scope, schedule, cost, quality, teams, communications, risks and project changes. Understand the importance of minimizing midproject change. Chapter 5: Close Projects Topic 1: Accept Deliverables or Occupy Space Topic 2: Close Contracts and Project and Evaluate Outcomes Verify that all tasks have been completed and deliverables installed at the end of a project. Understand how to conduct final deliverable reviews, such as checklist reviews or punch-list/snagging-list walk-throughs IFMA 4-5 Edition 2015, Version 2.1

22 List the steps in the final inspection or validation process, including defect repair and validation and deliverable acceptance. Understand the use of certificates of occupancy, commissioning, and occupying space for a design and construction project. Describe the contract closure process, including conducting management tasks that use judgment and administrative tasks that require diligence. Understand how to close projects, including issuing formal acceptance documentation, generating closure documents and dismissing teams. Ensure that an organization learns from its successes and failures by collecting, evaluating and presenting data on project outcomes IFMA 4-6 Edition 2015, Version 2.1

23 IFMA Facility Management Learning System Book 5 Contents Quality Introduction Chapter 1: Fundamentals in Quality Facility Management Topic 1: The Evolution of Quality Topic 2: Basic Quality Terms and Concepts Topic 3: The Goal of Quality Facility Management Describe the key events in the evolution of quality. Recognize key quality terms and concepts prevalent in facility management. Describe the primary goal of quality facility management, including key activities that help to achieve the goal. Summarize the importance of systems thinking in quality facility management. Chapter 2: Quality Measures for the Facility Organization Topic 1: Measuring What Matters in Facility Management Services Topic 2: Quality Data and Facility Performance Topic 3: Service Specifications Topic 4: Service Level Agreements Topic 5: Key Performance Indicators Develop and apply performance metrics appropriate for the facility organization. Recognize various standards that help to ensure that FM services or systems meet fixed specifications or quality benchmarks. Describe how to select, interpret and apply various quality measurement tools in facility management. Establish and maintain service specifications. Establish key performance indicators IFMA 5-1 Edition 2015, Version 2.1

24 Chapter 3: Quality Assessment of Facility Management Services Topic 1: Measuring Customer Satisfaction Topic 2: Analyzing Customer Feedback and Communicating Results Topic 3: Acting on Customer Feedback Topic 4: Assessing Service Performance Monitor customer satisfaction and provide customers with feedback. Develop and manage continuous improvement initiatives. Recognize and act on areas that necessitate process improvement due to variation. Assess the performance of service providers and plan appropriate performance improvements. Chapter 4: Improvement of Facility Management Work Processes Topic 1: Assessing Workplace Productivity Topic 2: Mapping Processes Assess ways to improve facility management workplace productivity. Construct process maps of facility management processes. Chapter 5: Compliance with Codes, Regulations, Policies and Standards Topic 1: Internal Audits and Inspections Recognize how internal audits and inspections provide assurance that facilities are in compliance with codes, regulations, policies and standards. Develop and implement processes to monitor compliance and corrective action IFMA 5-2 Edition 2015, Version 2.1

25 Real Estate and Property Management Introduction Chapter 1: Real Estate and Property Management Fundamentals Topic 1: Internal Factors That Affect Real Estate Decisions Topic 2: External Factors That Affect Real Estate Decisions Recognize fundamental business and legal concepts prevalent in real estate and property management. Apply fundamental finance principles to real estate and property management decision making. Chapter 2: Develop and Implement a Real Estate Master Plan Topic 1: Strategic Alignment of a Master Plan Topic 2: Components of a Master Plan Topic 3: Participants in the Master Planning Process Topic 4: Activities in the Master Planning Process Explain the relationship of a real estate master plan to the entire organization s strategic plan. Describe the components of a real estate master plan. Recognize who should participate in the development of a real estate master plan. Identify steps in the development of a real estate master plan. Chapter 3: Manage Real Estate Assets Topic 1: Site and Space Management Identify basic elements of site and space management. Determine and evaluate real estate space requirements. Differentiate space forecasting, space programming and space planning. Recognize commonly used standards and benchmarks for space measurement. Chapter 4: Acquisition and Divestiture of Real Estate Topic 1: Due Diligence Topic 2: Purchase versus Lease Decision IFMA 5-3 Edition 2015, Version 2.1

26 Topic 3: Leasing Topic 4: Portfolio Management Support organizational initiatives to acquire and divest real estate through due diligence. Compare and contrast aspects of purchasing versus leasing in a real estate portfolio. Describe methods of administering service charge allocations. Support organizational initiatives to acquire and divest real estate. Manage/oversee the real estate portfolio IFMA 5-4 Edition 2015, Version 2.1

27 Technology IFMA Facility Management Learning System Book 6 Contents Introduction Chapter 1: Strategic Alignment of Facility Technology Topic 1: Using Technology to Support Strategy Topic 2: Current Trends in Organizations and Technology Topic 3: Using Technology to Meet Stakeholder Needs Illustrate alignment of the facility s use of technology with the organization s strategic plan. Provide examples of trends in organizations and workplaces that affect a facility manager s use of technology. Distinguish different stakeholder needs and expectations and their implications for facility technology use. Chapter 2: Control and Integration Systems Topic 1: Building Technology Topic 2: Building Automation Systems (BAS) Topic 3: Energy Management Systems (EMS) Topic 4: Integrated Workplace Management Systems List benefits of automated technology for facility management Provides examples of how automation can be implemented poorly in a facility. Describe how a building automation system (BAS) functions. List the benefits of a BAS to an organization and its requirements of facility management. Describe the functions and analytics performed by an energy management system and energy analytic software. List the types of capabilities performed by an integrated workplace management system, including such components as: Computerized automated facility management (CAFM) Computerized maintenance management systems (CMMS) 2015 IFMA 6-1 Edition 2015, Version 2.1

28 Environment, health and safety systems. Summarize factors to consider when purchasing automated, integrated facility technology. Chapter 3: Emerging and Evolving Facility Technology Topic 1: Building Information Modeling Topic 2: Building Imaging Technology Topic 3: Geospatial Information Systems Topic 4: Automatic Identification and Data Capture Describe how the following technologies function: Building information modeling (BIM) 3D imaging Thermal scanning Geospatial information systems (GIS) Bar codes Radio frequency identification (RFID) Show how each of these technologies can be used by facility managers to align facility management processes with stakeholder interests. List factors facility managers should consider when evaluating acquisition of these technologies. Chapter 4: Communication Technology Topic 1: Facility Voice and Data Communication Topic 2: Managing ICT Systems Topic 3: Optimizing Facility Communication Technology Describe the major changes in facility communication technology, including the confluence of voice and data communication and the impact of wireless technology and sustainable computing. List organizational needs a facility manager should consider in adopting a facility communication network. List advantages and obstacles to implementing wireless networks. Chapter 5: Workplace Technology Topic 1: Supporting Workplace Innovation Topic 2: Supporting Workplace Mobility IFMA 6-2 Edition 2015, Version 2.1

29 Describe facility management strategies for using new technology to support: Occupant creativity and collaboration Workplace mobility Chapter 6: Implementing Technology Projects Topic 1: Optimizing Facility Technology Projects Topic 2: Project Analysis and Implementation Summarize reasons why facility technology projects fail. Explain the technology optimization process and its benefits. Identify challenges at each stage of the project management process from the perspective of a technology project. Cumulative Course Bibliography Cumulative Course Index IFMA 6-3 Edition 2015, Version 2.1