QUALITY MANAGED FACILITIES

1. QUALITY MANAGED FACILITIES Martin Brown Keith Alexander 4FM LLP is a Limited Liability Partnership and the service & support partner to the Centre of Facilities Management (CFM) QMF by 4FM is licensed under aCreative Commons License. martin brown 4FM january 2008

2. www.4fm.org.uk 4fm is the service partner to the Centre for Facilities Management 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

3. www.4fm.org.uk 4fm is the service partner to the Centre for Facilities Management • 4FM ‘Services’ include • Quality Managed Facility • Servexel • Community Based Facilities Management (CbFM) • Collaborative Working • Seminar Series • FM Market Intelligence • FM Futures

4. quality managed facilities - background 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).

5. quality managed facilities - background 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.

6. Strategic Business Needs Quality Managed Facilities Strategy Process Performance 9 Principles quality managed facilities - overview Quality Managed Facilities is a powerful model to link facilities management to strategic business needs.

7. quality managed facilities - principles strategy – process - performance • Strategy • facilities add value to organisations and are aligned to strategicobjectives • leaders develop and facilitate the achievement of fm values and strategy • excellent service is sustained and all customer needs anticipated

8. quality managed facilities - principles strategy – process - performance • Process • responsible approaches to society and environment are demonstrated • relations with users ensure continuous improvement • facilities teams are competent, qualified and well trained

9. quality managedfacilities - principles strategy – process - performance • Performance • available resources are deployed to maximum benefit • performance compares with the best • recognition as an excellent enterprise and seen as market leader

10. qualitymanaged facilities - protocol • QMF isfacilitiesbased • QMF is acollaborative framework • assessments, awards and recognitionsare made in thecontext of facilitiesand not individual organisations

11. Strategic Business Needs Attend meeting in Bristol Quality Managed Facilities Strategy Mode of transport Driving Route Process of Driving Rules of the Road Engine Process Performance Targets Time / Cost / Safety Lessons Learnt quality managed facilities

12. Strategic Business Needs Quality Managed Facilities Strategy Process Performance 9 Principles

13. quality managed facilities – • lets take a look at the EFQM EFQM is a registered trademark

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15. EFQM QFM Requirement QMF Criteria Criteria Leadership Leaders develop and facilitate the achievement of fm values and Facilities fm strategy Leadership Policy and tuned to strategic objectives Facilities Strategy all customer needs are anticipated Strategy People facilities team are empowered, well qualified and fully trained Facilities People Partnerships responsible attitudes are exercised towards society and the environment Facilities and available resources deployed for maximum benefit Resources Resources relationships with users and service partners ensure continuous improvement of service quality; Processes all customer needs are anticipated Facilities Processes Customer all customer needs are anticipated Facilities Results quality service is sustained Users ensure continuous improvement of service quality performance compares with the best recognised as quality enterprise and seen as a marke t leader People facilities team are empowered, well qualified and fully trained Facilities Results performance compares with the best People recognised as quality enterprise and seen as a market leader Results Society responsible attitudes are exercised towards society & the environment Facilities Results performance compares with the best Community recognised as quality enterprise and seen as a market leader Results Key facilities add value to the business Facilities Key Performance quality service is sustained Performance Results ensure continuous improvement of service quality; Results ava ilable resources deployed for maximum benefit performance compares with the best recognised as quality enterprise and seen as a market leader • quality managed facilities • mapped into EFQM EFQM Criteria QMF Principles QMF Criteria

16. quality managed facilities – holistic framework Like the EFQM the QMF model is a Framework for FM excellence … covering all aspects of fm … 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).

17. quality managed facilities 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 A Be CFM online guide to facilities management and construction collaboration Recommendation: Adopt a built environment collaborative improvement framework such as the Quality Managed Facility www.abecfm.com

18. Strategic Business Needs Quality Managed Facilities Strategy Process Performance 9 Principles quality managed facilities

19. quality managed facilities • QMF assessment route Awareness Awareness session, introduction and assessment arrangements dates Commitment Statement of commitment to QMF principles by all facilities stakeholders Planning Visits from 4fm to assist in soft and hard data collection option Submission Submission of written documentation of how the QMF principles are being addressed Assessment Assessment against QMF principles and criteria by 4FM team Site Visits to verify / clarify submission Feedback Feedback of assessment level of award/areas of strength/areas for improvement Award Award of certificate and plaque Learning QMF Users Forum – learning and sharing / ‘cop’ option Re-Assessment Annually, or following significant change to facilities

20. quality managed facilities • QMF assessment submission For each ‘principle’ the facilities management team record: Strategy Approaches Deployment Achievements Results ie the facilities management ‘story’

21. 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

22. quality managed facilities • QMF assessment - evidence Evidence Evidence Evidence Evidence Anecdotal Comprehensive Questionable Believable Compelling

23. Evidence 0 – 20 20 - 40 40 - 60 60 - 80 80 - 100 No evidence or Approach Some Clear Comprehensive Anecdotal Evidence Aligned with Evidence Evidence Evidence Strategy Deployment No evidence or Some Clear Comprehensive Anecdotal is Evidence Evidence Evidence Evidence collaborative Measurement No evidence or Some Clear Comprehensive Anecdotal Learning and Evidence Evidence Evidence Evidence Improving Results – Results No or scope, targets Anecdotal Some Many Most All Comparisons, causes Score Recognition Bronze Silver Gold Excellent • quality managed facilities • QMF assessment - scoring For each principle :

24. QMF Principle 1 Recognition Bronz e Silver Gold Excellent QMF Principle 2 Recognition Bronze Silver Gold Excellent QMF Principle 3 Recognition Bronze Silver Gold Excellent Recognition Bronze Silver Gold Excellent QMF Principle 4 QMF Principle 5 Recognition Bronze Silver Gold Excellent QMF Principle 6 Recognition Bronze Silver Gold Excellent QMF Principle 7 Recognition Bronze Silver Gold Excellent QMF Principle 8 Recognition Bronze Silver Gold Excellent QMF Principle 9 Recognition Bronze Silver Gold Excellent QMF Award Recognition Bronze Silver Gold Excellent • quality managed facilities • QMF assessment – award level

25. quality managed facilities • QMF assessment - consensus • For each ‘principle’ each QMF assessor is to assess: • Areas of Strength • Areas for Improvement • And score • Strategy aligned to business needs • Approach aligned to strategy • Deployment is collaborative • Improvement, through measurement and learning • Results are understood and used • And reach consensus with other assessors • in the consensus review meeting

26. 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

27. quality managed facilities • QMF assessment – report Site Visit • Executive Summary - overview • Areas of Strength – recognition of QMF excellence • Areas for Improvement – areas to address • QMF Award Band • Recognitions – those involved

28. 100 80 60 40 20 0 Facilities Performance Results Facilities Community Results Facilities People Results Facilities User Results Facilities Leadership Facilities Resources Facilities Strategy Facilities People Facilities Process • quality managedfacilities • QMF benchmarking • internal and external

29. quality managed facilities • QMF Learning & Sharing ‘CoP’ • community of practice • We can share with … • Areas of Strength • We need help on… • Areas for Improvement

30. quality managed facilities • arrangements for your assessment Your Assessment Team Keith Alexander Martin Brown Plus assessors Your Assessment Programme Awareness – Commitment – Planning – Submission – Site Visits – Feedback – Award – QMF ‘CoP’

31. 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 Integrated Facilities Management at Belgrave House “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

32. QMF Assessment “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

33. Typical QMF Timescale

34. Your QMF facilities award here next …