CHANGE MANAGEMENT & COMMUNICATION IFMA COMPETENCY FINANCIAL MANAGEMENT IFMA COMPETENCY

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1 Week 1 School of Continuing Studies University of Toronto Course Facility Management Advance Certificate TITLE: Setting Strategic Management Direction Week 1: February 7 11, 2011 Day 1 Day 2 Day 3 Day 4 Day 5 PROGRAM INTRODUCTION GUEST SPEAKER RON SWAIL ASSISTANT VICE PRESIDENT, FACILITIES AND SERVICES, UNIVERSITY OF TORONTO CHANGE MANAGEMENT & COMMUNICATION FINANCIAL MANAGEMENT SETTING UP AN EFFECTIVE ORGANIZATION 9:00-10:30 Welcoming Remarks Course, Team-Based Project, and FM Plan Overview International Facility Management Association (IFMA) ORIGIN AND EVOLUTION OF FM AND OPPORTUNITIES FOR FM PROFESSIONALS As the AVP responsible for facilities/services Ron s perspective on: current and future challenges, strategic goals and alignment with the corporate culture at the university TEAM-BASED PROJECT & CUSTOM FM PLAN Dealing with the one constant in business CHANGE Identifying the Change Managing the Transition Designing for success Establishing transition teams and plans Setting goals, objectives and accountability Planning and implementing Communication techniques SUSTAINABILITY Guest Speaker: Beth Savan Key indicators of achieving financial viability Long range, strategic and tactical planning Cost estimating techniques Comprehend financial graphic and technical information and documents Financial analysis and justification of facilities decisions How to align your budget with corporate objectives Meeting the bottom line Life Cycle Costing Financial and managerial accounting Review of the facility structure within the organization What are the key reasons for change? What are the key issues of a new organization model? What are the considerations for a FM Department The factors driving organizational change The implications of knowledge being the key competitive factor Uncertainty and risk in FM planning Radical FM solutions for new organizational forms Should the primary focus of FM strategy be buildings or work Basic building types and their affects on organizational functions 10:30-12 The Industry/Academic Story What does FM Encompass? What does the future look like? IFMA Trends Habits that can hold the FM Industry back The FM as a key player in an organization Perception of FM professionals Barriers and overcoming them What does sustainability mean to the FM professional? Learn the importance of engaging staff/tenants in your sustainability measures Who are the key stakeholders in your organization? How to create buy-in from the key stakeholders Corporate Real Estate Objectives and developing a business strategy and financial plans. Overview Key Challenges Tour Question Period Learn about the shift from the traditional approach to sustainability to the sustainability-based approach in FM What does sustainability mean to the FM professional? Sustainability practices 1

2 INTRODUCTION TO THE FACILTY MANAGEMENT TEAM-BASED PROJECT & CUSTOM FM PLAN FM PLANNING: THE ROLE OF THE STRATEGIC THINKER IFMA Planning Competency LEADERSHIP IFMA Competency INTERIOR & ACCOMMODATION PLANNING FORMULATING YOUR FM PLAN 1:30-3:00 Overview of the Project Objectives and Expected Results of the Team- Based project and FM Plan Overview of three- week plan 3:00- How the modules apply to the research project Get to know your Team Thinking Strategically Planning the Process Stakeholder Expectations Building the Business Model Identifying Priorities Tools and techniques in assessing the elements to be included in FM your strategic plan Long range, strategic and tactical planning Identify qualities of good leadership to effectively encourage change, Motivate & build relationships Leverage knowledge to move the organization forward Utilize trends & opportunities for potential advancement Effective communication and reporting strategies Space and Furnishing Standards Space Planning: Now and Future Attracting and Retaining your Professionals Alternative work Arrangements What is an accommodation strategy? The need for a strategic approach to accommodating to growth pressures viewing the workplace as a strategic tool The importance of incorporating buildings, corporate goals, and staffing Policies and benchmarking a look at standards, practices, and requirements Financial & forecasting Examining Leasing vs. ownership options Workplace strategy development Processes occupying facilities Methodology for FM business planning 5:00 TEAM BASED PROJECT Review of past class presentations Review of proposed strategies and next steps Review of strategic challenges Additional questions for Facility Rep Confirm work plan activities Multiple Choice Quiz 2

3 TITLE: Resources to Support FM Operations Week 2: March 7 11, 2011 Week 2 Day 1 Day 2 Day 3 Day 4 Day 5 OPERATIONS & MAINTENANCE DISASTER PLANNING/ QUALITY ASSESSMENT Guest Speaker: Neil Shepherd IFMA QUALITY COMPETENCY CUSTOMER RELATIONSHIP MANAGEMENT (CRM) & WORK PLACE MANAGEMENT CAPITAL PLANNING ENERGY 9:00 10:30 An overview of maintenance (predictive, preventative, and corrective) Annual Maintenance Planning and Scheduling The mind set that guides the decision in maintenance excellence Building systems and related technologies Developing standards, practices, policies and procedures for facility operation and maintenance Life Cycle Costing Depreciation 10:30-12 TEAM BASED & FM PLAN PROJECT Question and Answer Finalize Presentations The ingredients of a flexible plan to respond and recover from any incident The threat of an unplanned interruption QA industry ISO9000, etc. Essential quality components for facilities Documenting and auditing key business processes Intro to process improvement What is Quality Assurance Who is the C in CRM? Why is CRM important? Building Value for the customer Techniques to increase customer satisfaction, revenue and business efficiency Accessibility for Ontarians with Disabilities Act (AODA) Special Amenities Health & Safety Issues Environmental, psychology and physiology Human factors/ergonomics Functional flexibility and technological adaptability What is a building condition assessment? The benefits and purpose of building condition assessments Techniques/Approaches used by consultants Aspects of the facility to include in the audit How to interpret the report How to use the building condition assessment report Being pro-active in dealing with your capital funding requirements Overview of Capital Planning Software Long range, strategic and tactical planning Comprehend financial graphic and technical information and documents Lifecycle Costing building life cycle stages and concepts Environmental and economical implications of building energy use Ways to enhance energy efficiency and energy conservation guidelines and best practices Analysis and Trends of Energy Utility Consumptions Primary energy and site energy Energy efficient strategies in facility operation and maintenance Load (peak and off peak, demand and energy) Comprehend financial graphic and technical information and documents Payback Energy efficacy and emission reduction Renewable Energy 3

4 ENVIRONMENTAL & ANCILLARY ISSUES FACING FM MANAGERS IFMA ENVIRO COMPETENCY COMMUNICATIONS & MARKETING DESIGN TENDER & ACQUISITION BUILDING ENVELOPE DRY RUN 1:30-3:00 An overview of environmental acts, regulations, guidelines, and by-laws Frequently encountered indoor and outdoor issues The role of environmental in managing and directing corporation Looking at Air Quality Asbestoses Problems Operations and Maintenance of all Ancillary FM functions 3-4:30pm including: - Food Services - Transportation and fleet - Warehouse operations - Waste Primary energy and site energy Load (peak and off peak, demand and energy) Water conservation and runoff Solid waste reduction and Materials reuse and recycling Environmental impact analysis Quality Assessment and Innovation (research and analytical methods) Researching the latest FM techniques and technologies Literature search research, understanding methodologies and interpreting research making a business case. Communicate Effectively Use effective communication strategies Clarify interpretations and confirm understanding Use communication technologies effectively Conduct effective group meetings Negotiate for services, resources, information and commitments Establish personal and professional networks LEGAL & REGULATIONS Ethical and legal responsibilities and concerns Building Codes, regulations, and standards - Physical, People, Financial, Insurance Environmental protection, laws and regulatory acts Method of Project Delivery Contract Documents and Award Permits Reviewing and Awarding the construction contract Pre-construction meeting, Construction Certificate of Occupancy RENOVATION & NEW CONSTRUCTION How different projects will require different plans Reviewing new construction, restoration and reconstruction Determining the fundamental risk factors in construction Creating Comprehensive Framework- ensuring the desired outcome is achieved Understanding contractual relationships Processes for planning, programming, designing, constructing, and occupying facilities Evaluations and analysis when is the best time Understanding the problems that can happen deterioration and failure System Performances Overview of Structural, Wall and Roof MECHANICAL/ELECTRICAL An overview of building systems The Heart of a Building The Hidden/Forgotten systems What do they control? Best Practices Recommended by Experts Multiple Choice Quiz 4

5 TITLE: Next Steps: Facility Management by Results Week 3: April 11 15, 2011 Week 3 Day 1 Day 2 Day 3 Day 4 Day 5 PROJECT MANAGEMENT (PM) PROPERTY MANAGEMENT (PM) & REAL ESTATE RISK MANAGEMENT Guest Speaker: Nick Migliore INTEGRATED FM CLASS PRESENTATIONS 9: How PM will help you in your job Project Success factors e.g. Cost, Quality, Time Project stakeholder requirements Scheduling, change, strategies, and control techniques Long range, strategic and tactical planning What is Property Management (PM)? Who needs it and why (stakeholders)? What are the types of PM? What are the aspects of PM? What do we measure? Tools? Governing Laws (Landlords & Tenants). Public vs Private Sector PM. Marketing, market analysis and appraisal Real estate taxation Real estate financing and development economics Property development Identifying risks Strategies to manage risk Keys factors to implementing risk framework Effective of legal and regulatory risk The Corporations ability to respond to the quantity and variety of risk issues in an effective manner is under threat. HOW SECURE IS YOUR WORKPLACE GUEST SPEAKER NICK MIGLIORE Identifying risks Strategies to manage risk Keys factors to implementing risk framework Effective of legal and regulatory risk Financial and managerial accounting Depreciation Risk and analysis The importance of an effective integrated plan and its potential to affect employee satisfaction, the general public service and costs related to facility. Assessing equipment and servicing needs Optimal integrated high-level Service Plan to support building operations and maintenance to sustain viability Team Presentation Key Note Speaker IFMA Strategic Assignment (worth 40% of final grade) to be submitted 2 weeks after final class TEAM BASED PROJECT & CUSTOM FM PLAN ASSIGNMENT SERVICE LEVEL AGREEMENTS BUILDING PERFORMANCE AND INDICATORS IT SOLUTIONS FOR FACILITY MANAGERS IFMA TECH COMPETENCY 1 5:00 Introduction to Assignment Question & Answer Common Usage of Service Level Agreements (SLAs) What is the difference between a contractor and a service provider? Identification of key elements of successful SLAs Accountability Framework Roles/Responsibilities How to select the most appropriate measures Pitfalls to Avoid Effective Service Level (SL) examples Review of the structure within the organization What are the key reasons for change? What are the key issues of a new organization model? What are the considerations for a FM Department The factors driving organizational change The implications of knowledge being the key competitive factor Uncertainty and risk in FM planning Radical FM solutions for new organizational forms Should the primary focus of FM strategy be buildings or work Comprehend financial graphic and technical information and documents Intro to FM Information systems How IT supports the FM department and organization s business goals Emerging trends and the impact of emerging technologies on facility Computer aided facility maintenance and operation systems IT systems to support FM departments from capital planning, maintenance, property, space programming, etc. Building systems and related technologies Organizational IT systems and trends * This course schedule is subject to change. 5

IFMA Facility Management Learning System Book 1. Contents

IFMA Facility Management Learning System Book 1 Contents Course Overview... 1-1 Communication... 1-7 Introduction... 1-7 Chapter 1: Communication Fundamentals... 1-11 Topic 1: The Nature of Communication...