quality managed facilities

QUALITY MANAGED FACILITIES

Martin Brown

Keith Alexander

4FMJanuary 2008

4FM LLP is a Limited Liability Partnership and the service & support partner to the Centre of Facilities Management (CFM)

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4FMJanuary 2008

Assessment

Assessment and support for the Quality Managed Facility award for your facility

Facilitation

Experienced facilitation for your fm activities, improvement and change programmes

Support

Leading edge support for your fm organisation through consultancy and knowledge transfer programmes

Mentoring

Training, coaching and mentoring programmes for your fm organisation

www.4fm.org.uk

4fm is the service partner tothe Centre for Facilities Management

4FMJanuary 2008

4FM ‘Services’ include

Quality Managed Facility

Servexel

Community Based Facilities Management (CbFM)

Collaborative Working

Seminar Series

FM Market Intelligence

FM Futures

www.4fm.org.uk

4fm is the service partner tothe Centre for Facilities Management

4FMJanuary 2008

Facilities Management (FM) is “the processes by which an organisation plans, delivers and sustains excellent support services in a quality environment to meet changing strategic business objectives at best cost” (CFM, 2002).

Facilities Management (FM) is largely considered as a support service by most organisations, because “the difficulty of the assessment of the contribution of FM to the value-chain”(Hinks, 2000).

quality managed facilities - background

4FMJanuary 2008

Quality Managed Facilities is a powerful model to link facilities management to strategic business needs.

Quality Managed Facilities is able to demonstrate the contributions of facilities management to business excellence, differentiating from others factors such as human resource management, IT etc.

By addressing business needs and adapting all FM activities towards business activities, FM increasingly adds value and contributes to sustainable business success.

quality managed facilities - background

4FMJanuary 2008

quality managed facilities - overview

Quality ManagedFacilitiesStrategy

Process

Performance

StrategicBusiness

Needs

9 Principles

4FMJanuary 2008

Strategy

•facilities add value to organisations and are aligned to strategic objectives

• leaders develop and facilitate the achievement of fm values and strategy • excellent service is sustained and all customer needs anticipated

quality managed facilities - principlesstrategy – process - performance

4FMJanuary 2008

Process

• responsible approaches to society and environment are demonstrated

• relations with users ensure continuous improvement

• facilities teams are competent, qualified and well trained


4FMJanuary 2008

Performance

• available resources are deployed to maximum benefit

• performance compares with the best

• recognition as an excellent enterprise and seen as market leader


4FMJanuary 2008

QMF is facilities based

QMF is a collaborative framework

QMF assessments, awards and recognitions are made in the context of facilities and not individual organisations or buildings

quality managed facilities - protocol

4FMJanuary 2008

quality managed facilities


Process

Performance

StrategicBusiness

Needs

9 Principles

4FMJanuary 2008


Process

Performance

StrategicBusiness

Needs

9 Principles

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4FMJanuary 2008

quality managed facilities – and the EFQM

EFQM is a registered trademark

4FMJanuary 2008

Service delivery excellence, in respect of customer, people, society and performance results, is achieved through leadership, people, partnerships and resources aligned to a sound FM strategy that itself is aligned to the organisations business objectives

Enablers Results

I nnovation and Learning

A Be CFM online guide to facilities management and construction collaboration

www.abecfm.com

Recommendation:Adopt a built environment collaborative improvement framework such as the Quality Managed Facility


4FMJanuary 2008

Like the EFQM the QMF model is a Framework

for FM excellence

… covering key aspects of fm …

quality managed facilities – holistic framework

Facilities Management (FM) is “the processes by which an organisation plans, delivers and sustains excellent support services in a quality environment to meet changing strategic business objectives at best cost” (CFM, 2002).

4FMJanuary 2008



Process

Performance

StrategicBusiness

Needs

9 Principles

4FMJanuary 2008

Awareness

Commitment

Planning

Submission

Assessment

Feedback

Award

Learning

Re-Assessment

Awareness session, introduction and assessment arrangements dates

Statement of commitment to QMF principles by all facilities stakeholders

Visits from 4fm to assist in soft and hard data collection

Submission of written documentation of how the QMF principles are being addressed

Assessment against QMF principles and criteria by 4FM teamSite Visits to verify / clarify submission

Feedback of assessment level of award/areas of strength/areas for improvement

Award of certificate and plaque

QMF Users Forum – learning and sharing / ‘cop’

Annually, or following significant change to facilities

option

option

quality managed facilities QMF assessment route

4FMJanuary 2008

Produce Submission

4FM Assessment

QMF AwardNotification

4FM Site Visit

Location Report

Close Out Session

Final Report

Action Planning

LaunchSession

Commitmentto QMF

Produce Submission

4FM Assessment

QMF AwardNotification

4FM Site Visit

Location Report

Close Out Session

Final Report

Action Planning

LaunchSession

Commitmentto QMF

Location

Awareness Presentatio

n and Launch

Submission Due Date

Assessment Period

Site Visit Date

Notification and

Location Report

Feedback and Close

Out Presentatio

n

Archant Training Session

16 January 2008

+

Launch

29 January 2008

15 February

+ 2 weeksw/c 3March

+ 1 week

June 10/11 2008 (Alongside EuroFM)

Belgrave House

29 February

w/c 31 Mar

Domestic & General

14 March

W/c 7 April

Research Machines

4 April W/c 28

April

Whitman Labs 25 April

w./c 19 May

quality managed facilities QMF assessment route

4FMJanuary 2008

quality managed facilities QMF assessment submission

For each ‘principle’ the facilities management team record:

Strategy and Approaches

Deployment

Achievements

Results

ie the facilities management ‘story’

4FMJanuary 2008

quality managed facilities QMF assessment

Key Elements

Confidentiality – assessors sign agreement

Consensus – team view on assessment

Robust – sound process

Evidence based

FM Alignment with Business Objectives

4FMJanuary 2008

For each ‘principle’ each QMF assessor is to assess:

Areas of StrengthAreas for Improvement

And score

Strategy aligned to business needsApproach aligned to strategyDeployment is collaborativeImprovement, through measurement and learningResults are understood and used

And reach consensus with other assessors in the consensus review meeting

quality managed facilities QMF assessment - consensus

4FMJanuary 2008

quality managed facilities QMF assessment - evidence

Evidence Evidence Evidence

Evidence

Anecdotal Comprehensive

Questionable Believable Compelling

4FMJanuary 2008

Evidence

0 – 20 20 - 40 40 - 60 60 - 80 80 - 100

Approach

No evidence or Anecdotal

Some

Evidence Evidence

Clear

Evidence

Comprehensive

Evidence

Deployment


Some

Evidence Evidence

Clear

Evidence

Comprehensive

Evidence

Measurement Learning and

Improving


Some

Evidence Evidence

Clear

Evidence

Comprehensive

Evidence

Results –

scope, targets comparisons,

causes

No Results or Anecdotal

Some Many Most All

Score Recognition Bronze Silver Gold Excellent

quality managed facilities QMF assessment - scoring

For each principle :

4FMJanuary 2008

QMF Principle 1 Recognition Bronz e Silver Gold Excellent

QMF Principle 2 Recognition Bronze Silver Gold Excellent








QMF Award Recognition Bronze Silver Gold Excellent

quality managed facilities QMF assessment – award level

4FMJanuary 2008

quality managed facilities QMF assessment – site visit

Site Visit

Verification – of assessment ‘queries’

Clarification – further information to substantiate

New Material – in place at date of submission

Evidence – check

Re-Score

4FMJanuary 2008

quality managed facilities QMF assessment – report

Assessment Report

Executive Summary - overview

Areas of Strength – recognition of QMF excellence

Areas for Improvement – areas to address

QMF Award Band

Recognitions – those involved

4FMJanuary 2008

0

20

40

60

80

100

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quality managed facilities QMF benchmarking

internal and external

Strategy Process Performance

4FMJanuary 2008

We can share with … Areas of Strength

We need help on… Areas for

Improvement

quality managed facilities QMF Learning & Sharing ‘CoP’

community of practice

4FMJanuary 2008

• The largest development completed in West End

• 26,000 m2 approx. Multi-tenant

• Developed by Grosvenor and JER Partners, property agents Nelson Bakewell, facilities managed by Covion.

The 1st QMF Award

“The Centre for Facilities Management has made its first Gold Quality Managed Facility award to Belgrave House, the new 25,000sqm office development in London.” Elliott Chase on Wednesday 23rd February 2005

Integrated Facilities Management

at Belgrave House

4FMJanuary 2008

“The QMF process that has been developed by CFM/ 4FM represents a very thorough audit of facilities and the infrastructure that has been set-up to operate and maintain these to the highest possible standards.

We believe that the award demonstrates a commitment to achieving best in class standards on a sustained basis and we are delighted to have worked with CFM to achieve the gold award at Belgrave House in London.

We are now looking at how we roll-out this standard across all of the major facilities that we support. “

Frank Rodriguez, Director Covion

“The building, its management processes and systems, and integrated service operation meet stringent quality criteria, and we are confident that the occupants will be supported to the highest standards”.

Prof Keith Alexander, Director CFM

QMF Assessment

4FMJanuary 2008

Stakeholders self-assessed integrated facilities against the excellence criteria

1-17th August

Feedback report sent 11th August

Excellence reviewed 12th August

Assessors visited the organisation 18th August

Decision made 06th September

Award declared 14th September

Typical QMF Timescale

4FMJanuary 2008

INTEGRATED FACILITIES MANAGEMENTINTEGRATED FACILITIES MANAGEMENTat

{facilities}{facilities}

has achieved the

QUALITY MANAGED FACILITIES AWARDQUALITY MANAGED FACILITIES AWARD

and has been assessed at a

{DATE}



has achieved the



{DATE}



has achieved the



{DATE}

Your QMF facilities award …

{X, Y and Z}

quality managed facilities

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