FM 3.09 Understanding Support Services Operations in an Organisation FM.4.04 Understanding facilities management support services operations

Transcription

1 FM 3.09 Understanding Support Services Operations in an Organisation FM.4.04 Understanding facilities management support services operations Mal Ashall CBIFM MRICS

2 Agenda FM 3.09/FM4.04 Understanding Support Services Operations in an Organisation: Determine the policy; Classify the Services; Standards; Delivering the Service; Contractor Selection; Measuring & Monitoring have a think about this.

3 Why do FM s look after buildings? 1. Prevent the structural erosion of a company asset and its subsequent decrease in value. 2. Provide a sustainable, safe and healthy environment for both occupiers and visitors. 3. Provide for the property to fulfil its function. 4. Enhancement in image, with associated improvement in morale and staff productivity. Croner s Premises Management

4 How Do FM s Look After Buildings? > 1/ Understand the core business; > 2/ Understand the buildings; > 3/ Classify the services required; > 4/ Identify the people needed to manage those services; and > 5/ Ascertain the finance required to undertake the tasks.

5 Determine the Policy Whilst all leases, budgets and properties are different the policy must consider: a/ all legal requirements; b/ the present and future use of the property i.e. office/industrial c/ the life expectancy of the building and its services; d/ access to the building in terms of its parts and components; e/ life cycle costs. What standards are required: workmanship; service levels.

6 Classify the services required Hard Services: Building Fabric; Fixtures, Fittings and Equipment; M&E (MEP); Redecoration. Soft Services Cleaning; Waste Disposal; Security (Manned); Grounds maintenance; Postage; Catering. Utilities Gas, Water, Oil, Electricity, Drainage.

7 What standards are required: workmanship; service levels Grade 1 Grade 2 Grade 3 Grade 4 Grade 5 Fabric and finishes to be maintained in as new a condition as possible High standard of structural and other fabric repair. High quality of finish Fair standard of fabric repair and finish Avoidance of structural damage by water penetration. Retain structural integrity Run to failure Compliance with Health and Safety and other legislative requirements High quality internal environment and services operationally efficient Compliance with Health and Safety and other legislative requirements High quality internal environment and services operationally efficient Compliance with Health and Safety and other legislative requirements Acceptable internal environmental quality and services operationally efficient Minimum compliance with Health and Safety and other legislative requirements Services operating to meet minimum legislative standards Minimum compliance with Health and Safety and other legislative requirements Service operating to meet minimum legislative standards.

8 6. Delivering the Service In- House or Contracted Out? Sometimes a purchasing organisation s business case and strategy dictates that a single supplier will be required as opposed to a bundled or packaged FM service e.g. for maintenance, cleaning or security. There are many reasons why single service providers are preferred to other FM options such as: Market expertise; Niche market; In-house capacity; Other services catered for by different providers; Organisational needs; Risk reduction; and Operational control.

9 Delivering the Service Managing Agent (MA) This model is based around forming contractual relationships directly between the client organisation and individual service providers and then appointing a management company to monitor and manage performance, delivery and relationships. By bringing in an external organisation to mange the facilities the procuring organisation is effectively appointing a client representative. This option has a number of distinct and profitable advantages. For the Client the USP is that they will gain from a competitive tendering process from the MA and the various service providers. The contractual positions will still sit directly between the Client and the service providers.

10 Delivering the Service Managing Contractor (MC) This arrangement provides for one contract between the Client and the facilities provider who in turn will subcontract directly for services from service providers, leaving the Client with only one contract and one point of contact. This should heavily reduce in house administration however it can create greater profit opportunities for the MC as the competitive tendering process is one way.

11 Delivering the Service Total FM Provider (TFM) This type of organisation provides a fixed price for all support services through directly employed staff or outside service providers. The TFM provider offers a single point of contact for the Client who in turn has only one contract to manage. The TFM provider must ensure there are no service gaps within the specification as this will prove costly. As with the MC the TFM greatly reduces the Client s administrative processes. The single point of tender works in the TFM providers benefit as economies of scale and good negotiation benefit them and not the Client and with them losing control over the contractors the upheaval in changing provider s works in the TFM provider s favour.

12 7. General Contract Overview a/ What is the basis of performance appraisal? b/ Are there specified performance measurements (KPI s)? c/ Does the contract reflect the policy? d/ Is the language Legal Speak or clear and simple? e/ What is the frequency of review? f/ How is it to be reviewed? g/ Who is the point of contact? h/ Is the escalation structure detailed? i/ How is it costed ( fixed; variable; or performance related)? j/ Payments terms and invoicing protocol. k/ Insurance.

13 8. Contractor Selection Points of reference: a/ quality of documentation; b/ size of organisation; c/ history; d/ stability; e/ geography. Selection process: Cost- Supplier Company-Service to be supplied- Partnership Implementation programme:

14 9. Measuring & Monitoring What do you think we need?

15 Future BIFM Webinars > Critical Thinking Webinar Wednesday 16 th March at 12pm GMT > Budget Management Within Facilities Management webinar - Wednesday 23 rd March at 12pm GMT Links in the chat box ->