CASS BUSINESS SCHOOL

Facilities Management Strategy

106 Bunhill RowLondon EC1Y 8TZ

Compiled by: T HughesRevised October 2010

Cass Business School

Facilities Management Strategy

INTRODUCTION...............................................................................................................3

AIMS AND OBJECTIVES..................................................................................................3SCOPE............................................................................................................................3THE EXISTING DEPARTMENT PROFILE AND BACKGROUND.........................................3

DEVELOPMENT OVERVIEW........................................................................................624 CHISWELL STREET.....................................................................................................620 CHISWELL STREET - LONGBOW HOUSE.........................................................................6

KEY CHALLENGES AND FUTURE STRATEGY.................................................................6FACILITIES MANAGEMENT PLAN – KEY OBJECTIVES FOR 2010...................................6PROPERTY AND FACILITIES COMMITTEE......................................................................7COMMUNICATION STRATEGY........................................................................................7FM STAFF DEVELOPMENT..............................................................................................8SERVICE LEVEL AGREEMENTS......................................................................................8KEY PERFORMANCE INDICATORS.................................................................................9STRATEGIES AND OPERATIONAL POLICIES..................................................................9DEVELOPMENT PLANS...................................................................................................9SPACE PLANNING..........................................................................................................9CONCLUSION..................................................................................................................9

Cass Business School

Facilities Management Strategy

INTRODUCTION

To encompass meeting the changing needs of the Cass Business School’s Strategic plan, a well planned Facilities Management Strategy is essential to meet the future requirements of the School and the facilities provision that supports it.

The Facilities Department is committed to the Cass Business School’s value of sustainability and quality in supporting the overall student experience.

The content of any related documents which are considered fundamental to the objectives of the Facilities Strategy will be referred in the text of this document.

AIMS AND OBJECTIVES

To ensure that the School’s Property Portfolio is maintained to a high standard which is fit for purpose and able to support the institution in delivering its key goals and objectives

To support the institution’s aim to embed sustainability principles within all future developments and enhance the flexibility of the property and FM services

To deliver high quality, best value, customer focused Facilities Services to all the students, staff and visitors.

SCOPE

This document will give an overview of work of the department and its operational responsibilities, focusing on how FM services are delivered now and into the future.

THE EXISTING DEPARTMENT PROFILE AND BACKGROUND

The structure for the overall department is intended to meet the long term requirements of the School and to strengthen the provision of Facilities provision To improve the delivery of the Facilities provision the structure is designed to deliver a coordinated Facilities service as party of a Facilities Strategy, influenced by the School’s Strategic plan. It is expected to make the delivery of high quality services to the School’s students, staff and visitors a reality.

Facilities Manager

Security Catering Contract Maintenance

Facilities Co-ordinator and Safety Liaison

Officer

AdministrationHelpdesk Post Room

Reception DSLOs Fire Wardens First Aiders Environmental Champions

Cleaning Contract

The key services currently provided by the department are:

Soft Services

Helpdesk Security Reception Post Room Catering

Café Hub Restaurant Fine Dining Hospitality Coffee Pod

Housekeeping Cleaning Pest Control Waste Removal

Property Management

Project Management Office Relocations Refurbishments, i.e. café/hub areas, Library services etc Audio Visual, i.e. installation of plasma screens, kiosks etc Replacement of Plant, i.e. roof chillers Introduction of new technologies, i.e. Hospitality and Room Booking modules

etc Energy Management Property Portfolio Planned Preventative Maintenance

Cass Facilities will aim to meet and maintain a level of service as agreed in Service Level Agreements for each area of responsibility. The responsibility of the maintenance of the building of 13,743 sq m Gross Internal Area (area of premises excluding external structure) and 10, 412 sq m Net Internal Area (internal area of premises excluding core, structure and plant).

The Facilities Department budget allocation for the financial year of 2009/2010 is as detailed below:

Total Non Pay Budget £ 1,563,405

Total Pay Budget £ 604,500

Total Income £ 0

Total Capital Spend £ 781,000

DEVELOPMENT OVERVIEW

Cass Facilities is responsible for the facilities input to a number of major developments. The department’s area of responsibility is the provision of services and ultimately the future maintenance of the new or refurbished developments. This includes

24 Chiswell Street These premises house the Development, Alumni, External Relations, Centre for Charity Effectiveness and PhD Students.

20 Chiswell Street - Longbow House These premises house the Cass Executive Education, Finance, Human Resources, Marketing and Corporate Communications, Centre for Entrepreneurship, Department of Better Managed Healthcare and the Chief Operating Officer.

KEY CHALLENGES AND FUTURE STRATEGY

Student numbers have increased and are anticipated to rise further. The Facilities Strategy must take into account the services needed to support this growth and to maintain the building infrastructure and development, together with delivery of services to support demand across the School.

Facilities Management Plan – Key Objectives for 2010

The Facilities Key Objectives set out the plan for the Facilities Department in context with the Strategic Plan.

The plan is the building block upon which the FM Strategy is developed. The key Facilities Services Objectives are:

Objective 1: Development and implementation of the FM Strategy

Objective 2: Carry out Customer Satisfaction survey via the SERVQUAL method and Gap Analysis

Objective 3: Development of Customer Service Strategy

Objective 4: Development of Service Level Agreements and Key Performance Indicators for each remit

Objective 5: Development of Property Portfolio opportunities

Objective 6: Development and implementation of the Facilities Management structure

Objective 7: To take forward key actions to support the wider School Sustainability agenda

Objective 8: Development and implementation of Cass Business School’s Green Targets

Objective 9: To implement outcomes from reviews

The Cass Facilities plan identifies the key objectives, the specific actions needed to achieve the objectives, the criteria for success and necessary measures to assure this success, along with the intended timescales and key milestones.

PROPERTY AND FACILITIES COMMITTEE

The overall purpose of the Committee is to identify and coordinate the delivery of agreed actions identified by FM staff

The Committee is also responsible for production and monitoring of overall FM Strategy.

COMMUNICATION STRATEGY

An effective cascade of information to all Cass Business School staff, key stakeholders and the wider University community, where appropriate, is essential to promote a trusted sense of direction and to understand the plans by which the Facilities Department deliver estate management.

Why develop a Communication Strategy?

To ensure the dissemination of all available information to the end users and customers of Cass Business School, in order to:

forge a sense of community

establish a shared understanding of the Facilities strategy and the implementation of it's plan

maintain links with our customers

raise awareness of the issues and provide accurate information and guidance

publicise

What is our approach?

Various channels of communication exist at the University and it is important to make full use of these.

Examples of communication channels might include:

Face to face (e.g. departmental meetings, team meetings, staff forums, management cascades)

Electronic (e.g. e-mail, website)

Print (e.g. university newsletter, flyer for main reception areas or posters for main noticeboards)

Other media channels (e.g. telephone)

To promote and maintain:

A Facilities website. The site will be kept up-to-date and maintained internally by one website editor who has been trained in the management of web pages. This will enable all our customers to put themselves in the picture concerning the events which may be of interest to them

Target audience - all interested parties can access the latest information on demand.

An electronic bulletin to targeted stakeholders. We recognise that there are stakeholders within the wider community who we may need to target specifically via more direct means. We need to give them the information that we believe they need and we will coordinate our efforts accordingly. These stakeholders will be fully briefed as to our expectations in turn that these communications will be filtered through to all persons who need to be involved.

FM STAFF DEVELOPMENT

Cass Facilities are committed to the personal and professional development of all facilities staff. To ensure a programme of effective training and development, an action plan will be devised in collaboration with the University’s Staff Development Unit.

The programme will develop a number of areas of activity including:

Management Team development Continued implementation of 360 degree appraisal Facilitated sessions to explore changes and differences in work processes Customer Focused Task Group – to further develop Service Level Agreements Customer care training Administration team development Cultural Awareness training Equality and Diversity training Improved communication to ensure engagement with planned change and share the

vision for facilities services and broader Cass Business School developments

SERVICE LEVEL AGREEMENTS

With the aim of raising the quality of the level of service provision across all sections of the department, a combined and fully comprehensive SLA document will be produced. This document will set out the operational objectives of the entire facilities department as part of the awareness of the impact of services on our customers.

It describes the service we will deliver to members of the University within an agreed budget, with the level of resources intended to match the demands made in delivering the mission of the School. Our key objective is for all members in the team to work to deliver a friendly and efficient service which is informed by, and responds to, the needs of the University.

Through the introduction of Concept, computer-aided facilities management; regular feedback to our customers is possible. Data to demonstrate the level of response times will also be available together with the level of backlog/outstanding works.

The improvement of the student experience through the reporting, recording and receiving feedback on all facilities issues across all services will be facilitated by the ongoing development of the Cass Facilities Helpdesk. This will be accessible to all staff through a variety of media (telephone, e-mail and web pages). The reports available from this system will provide information to improve our standard of service delivery within Cass Business School.

KEY PERFORMANCE INDICATORS

Cass Facilities is committed to developing KPIs for all services to ensure a high quality standard of service delivery and customer care. The performance targets will be monitored and performance results published qualifying how effectively the targets have been met.

STRATEGIES AND OPERATIONAL POLICIES

The department will develop and continue to monitor strategies for the individual sections of the department. This will include the Security Strategy.

DEVELOPMENT PLANS

Cass Facilities will continually be involved in major developments and all future projects to provide essential support. To meet the challenges of the estate growth and associated increased activity the department will be ensuring that trained staff are available and capable in delivering the overall demands on service provision. The department recognises the necessity to support the School to develop as a sustainable organisation.

SPACE PLANNING

The space plan will be an ongoing project to support the provision of suitable space for teaching, learning and administrative activities. Space planning will endeavour to meet the demands of the School as it grows and changes along with the resulting inevitable staff relocation and space allocation.

CONCLUSION

This Facilities Management Strategy brings together all the know facts in respect of the Facilities Department and is a live document which will evolve as the needs of the core business change and grow. The document describes the development and improvement in the department, its delivery of services and its strategy for the future. The FM Strategy will be updated on an annual basis to reflect changes, developments and the continued aims of the department to improve standards of customer care and service provision.