ENABLING UNDERSTANDING AND CONTINUOUS LEARNING

Size: px

Start display at page:

Download "ENABLING UNDERSTANDING AND CONTINUOUS LEARNING"

Charity Anthony
6 years ago
Views:

1 AFNOR Conference, Paris, 29 November 2012 Facilities Management: European Standards - their distribution, their implementation - sharing experiences The use of FM standards in education and research ENABLING UNDERSTANDING AND CONTINUOUS LEARNING Professor Keith Alexander CFM Manchester, UK keithalexander47@gmail.com

3 AFNOR Conference, Paris, 29 November 2012 Facilities Management: European Standards - their distribution, their implementation - sharing experiences HORIZON 2020 Single business services market Standardisation for an open market Meet social challenges Smart, sustainable and inclusive economy Innovation Union support actions Remove barriers to innovation Standardisation and collaboration European research framework (FP8) 2014/20

4 CEN/TC 348 Facility Management WG5 FM PROCESSES FACILITIES MANAGEMENT European standard EN Facility Management terms and definitions Definition: the integration of processes within an organisation to maintain and develop the agreed services which support and improve the effectiveness of its primary activities Essentially a process-based management system FM processes are business processes Application of business process management (BPM)

CEN/TC 348 Facility Management WG5 FM PROCESSES FACILITY MANAGEMENT: EN 15221-5 Guidance on the development and improvement of processes 1 SCOPE This European standard provides guidance to FM

5 CEN/TC 348 Facility Management WG5 FM PROCESSES FACILITY MANAGEMENT: EN Guidance on the development and improvement of processes 1 SCOPE This European standard provides guidance to FM organisations on the development and improvement of their processes to support the primary activities. The standard also sets out basic principles, describes high-level generic FM processes, lists strategic, tactical and operational processes and provides examples of process workflows. The standard is written from a primary processes, demand perspective for an audience of all stakeholders in FM processes.

6 CEN/TC 348 Facility Management WG5 FM PROCESSES BASIC PRINCIPLES EFFECTIVENESS OF PROCESS = Ability to achieve desired results Input Requirements Specified (Includes resources) Interrelated or interacting activities and control methods Output Requirements Satisfied (Result of a process) Monitoring and Measuring EFFICIENCY OF PROCESS = Results achieved vs. resources used Figure 2 Generic process Ref: ISO//TC 176/SC2/N544 r2) Introduction and support package Guidance on the concept and use of the process approach for management systems A key principle in this guidance refers to the output of processes as the satisfaction of the demands of the primary processes.

7 Alignment AFNOR Conference, Paris, 29 November 2012 Facilities Management: European Standards - their distribution, their implementation - sharing experiences O R G A N I S A T I O N Client PRIMARY PROCESSES Customer End User user D E M A N D S P E C I F Y I N G S L A s STRATEGIC TACTICAL OPERATIONAL Quality assurance SUPPORT PROCESSES K P I s D E L I V E R I N G S U P P L Y Internal and / or external P R O V I D E R PRIMARY ACTIVITIES FACILITY SERVICES CEN/TC 348 Facility Management EN Terms and definitions Facility Management agreement Agreement

10 AFNOR Conference, Paris, 29 November 2012 Facilities Management: European Standards - their distribution, their implementation - sharing experiences EVIDENCE BASED FACILITY MANAGEMENT Barry Varcoe ex Director of Property & Facilities, RBS PhD thesis: The Cost Performance of Office Facilities: an assessment of effectiveness, Glasgow Caledonian University, 2010; A quantitative study of Facilities Management in a single, UK-based organisation in the financial services sector, to determine the relationships amongst levels of cost performance, quality and resultant user satisfaction

11 AFNOR Conference, Paris, 29 November 2012 Facilities Management: European Standards - their distribution, their implementation - sharing experiences EVIDENCE BASED FACILITY MANAGEMENT Research question: Do the supposed relationships amongst variables within the overall system actually exist? Seek to establish correlation amongst 4 variables: Cost performance Service quality (ServPerf) Client satisfaction Customer satisfaction User satisfaction as dependent variable; Establish performance thresholds and bands;

12 AFNOR Conference, Paris, 29 November 2012 Facilities Management: European Standards - their distribution, their implementation - sharing experiences EVIDENCE BASED FACILITY MANAGEMENT Research findings: No meaningful correlation found between the variables of facilities cost performance/facilities service quality and consumer satisfaction FM does not operate as a system Performance incapable of being improved Proposition of an extended customer satisfaction model and performance value chain;

13 AFNOR Conference, Paris, 29 November 2012 Facilities Management: European Standards - their distribution, their implementation - sharing experiences STRATEGIC FM TACTICAL FM OPERATIONAL FM 2 Set FM policy and strategy 3 Management review 1 Agree organisational objectives Identify demand for facilities Specify needs and requirements Define service levels and set criteria Negotiate service level agreements Manage performance DELIVER FACILITY SERVICES 4 Manage and develop the FM organisation 5 Appraise options for service delivery 5 Performance review EVIDENCE-BASED FACILITIES MANAGEMENT

Facility Management (IFM) Research-based MSc in Facility Institute of

14 ZHAW / Institute of Facility Management Zurich University of Applied Sciences ZHAW School of Life Sciences and Facility Management Institute of Facility Management (IFM) Research-based MSc in Facility Institute of Facility Management Information Session Master of Science in Facility Management 14

15 MSc Facility Management Scientific methods and business skills Business skills BUSINESS PROCESS MANAGEMENT Workshop 1 Workshop 2 Workshop 3 Workshop 4 Process thinking Business processes Process protocol Facility management processes Underpins module in FM Processes Managing services Managing workplaces Managing property Institut für Facility Management Iök 1Datum 15

Business process management LEAN FACILITY MANAGEMENT Agenda: Background EuroFM FM processes project CEN standard 15221-5 FM Processes Course module: FM

16 Business process management LEAN FACILITY MANAGEMENT Agenda: Background EuroFM FM processes project CEN standard FM Processes Course module: FM Processes Business process management Lean thinking FM process protocol Cases Siemens FM (UK) Pro Le Mo (IFMA Switzerland) Institut für Facility Management Iök 1Datum

17 Master of Science in Facility Management Career Prospects: Fields of work Master: strategic-tactical level Bachelor: tactical-operational level Institute of Facility Management Information Session Master of Science in Facility Management 17

First Line Management 4

First Line Management 4 The table below outlines the sequence, timing and the content for each session, including the online learning to complete before each face-to-face (F2F) session. You are required