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Greater Orlando IFMA Chapter CFM Roundtable Webinar July 13, 2010

Greater Orlando IFMA Chapter CFM Roundtable Webinar July 13, 2010. presented by The Greater Orlando IFMA Chapter and Our major sponsors Cubix, OR&L, and Workplace Resource of Central Florida. Today’s Presenters. Geoff Allen, CFM LEED AP Office Manager AECOM

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Greater Orlando IFMA Chapter CFM Roundtable Webinar July 13, 2010

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  1. Greater Orlando IFMA Chapter CFM Roundtable WebinarJuly 13, 2010 presented by The Greater Orlando IFMA Chapter and Our major sponsors Cubix, OR&L, and Workplace Resource of Central Florida

  2. Today’s Presenters Geoff Allen, CFM LEED AP Office Manager AECOM Achieved CFM 1995, 2005 Geoff is a career facility manager. Starting as a systems furniture installer, Geoff has won awards in organizations large and small over the last 31 years in all manner of facility and operations management. CFM Roundtable Webinar July 13, 2010

  3. Today’s Presenters Darlene King, CFM Facilities Manager Universal American Corp. Achieved CFM 2009 Darlene has over 11 years experience in Facilities and Property Management. In her current role, she is responsible for maintaining approximately 80,000 sq ft of office space as well as overseeing the Switchboard/Reception and Mail Center operations. CFM Roundtable Webinar July 13, 2010

  4. Progress toward the CFM goal Self – assessment (25%) Study (50%) Comprehensive exam review (75%) PMA (Positive Mental Attitude) Exam (100%) CFM Roundtable Webinar July 13, 2010

  5. Today’s Competency Leadership and Management The FM’s Leadership and Management Model for facility services and functions should be based on the belief that properly planned and organized facility functions, along with management of personnel assigned to the facility functions helps bring consistent administration of the facility functions with sustained quality in delivery of the facility services. CFM Roundtable Webinar July 13, 2010

  6. Leadership and Management • A competent FM should have a general understanding and working knowledge of the following competencies: • Planning and organizing the facility function • Managing personnel assigned to the facility function • Administering the facility function • Managing the delivery of facility services CFM Roundtable Webinar July 13, 2010

  7. Leadership and Management Planning and Organizing the Facility Function There is a need to plan and organize the facility function itself. Organizational structure deals with the structure of the department and how it fits into the company as a whole, depending on the type of business you are in. CFM Roundtable Webinar July 13, 2010

  8. Budget Driven Very bureaucratic Responsible to legislative body Tend to own Rigid standards, policies and procedures Overstaffed More specialists Less focus on personnel and workplace environmental issues By virtue of seniority or political savvy Less innovative More use of chain of command Highly regulated Projects subject to short term budgets Rigid procurement system, highly detailed Lowest bid approach Long planning cycles Proactive programs backlogged or not funded Very cost conscious End of fiscal year challenges Legally smart Politically savvy Facilities Functions in the “Public Sector” Leadership and Management CFM Roundtable Webinar July 13, 2010

  9. Product or service driven Less bureaucratic Responsible to company management Less standards, policies and procedures Uses charge backs and allocations Generally understaffed Less specialists More focus on personnel and workplace environmental problems Based on displayed competencies More innovative More participative problem solving Management pressures to operate lean More subject to downsizing Greater flexibility Tend to lease as opposed to own Environment controlled by profit End of fiscal year emphasis on reducing costs Must be a good communicator Must be very service oriented Must continually justify for in-house facility function Facility function run like a business within a business Facilities Functions in the “Private Sector” Leadership and Management CFM Roundtable Webinar July 13, 2010

  10. Leadership and Management Facility Functions in “International Organizations” • Difficulty in mixing cultures • Decision making is generally by consensus so takes longer • Reviewing each word or process to find offensive language • Cultural bias reflected in O&M with a lesser commitment to keep facilities clean or well maintained • Lesser commitment to reporting deficiencies or problems • Some cultures treat employees as “servants” so FM expertise is neither sought nor appreciated • Generally, European countries and cultures demand higher levels of service, response, and maintenance CFM Roundtable Webinar July 13, 2010

  11. Facility Functions in “High Technology Organizations” 24/7 mission critical operations Complex infrastructure components and systems Quality talent of facility staff Extensive managed vendor service and maintenance programs Leadership and Management CFM Roundtable Webinar July 13, 2010

  12. Managing Personnel Assigned to the Facility Function Facility Manager’s Role and Responsibilities Leadership and Management Leadership in Conflict Management Leadership and Management CFM Roundtable Webinar July 13, 2010

  13. Futurist Multilingual Process Owner Facilitator Problem Solver Obstacle Remover Project Manager Strategist Tactical Implementer Master Designer/Builder Financial Mogul Marketing Specialist Coordinator Communications Specialist Talent Scout Team Leader Coach Counselor Change Agent FM’s Roles and Responsibilities Leadership and Management CFM Roundtable Webinar July 13, 2010

  14. Pulse Points (1) Leadership and Management • Be a business leader within your company • Concentrate on your responsibility to your employees • Make timely, common sense decisions • Hire well, keep a loose rein and manage by walking around • Set the tone for quality • Develop a network of expert advice • You alone must sell your FM Department (1) The Facility Management Handbook, Second Edition, David G. Cotts CFM Roundtable Webinar July 13, 2010

  15. Leadership and Management Roles and Responsibilities (cont’d) Right Leadership/Management + right people + right roles + right training + right tools + right processes + right environment = Right Results Right Leadership Right Results CFM Roundtable Webinar July 13, 2010

  16. Leadership and Management Facility Management Leadership • The skills and traits that have been characteristic of successful FM’s are no longer enough • Those inside the department often have a different view of the role of a successful facility manager • The requirements of a FM department are substantial • Business acumen and a sense of public relations are increasingly important • By their nature and education, most FM’s do not fit the profile for success CFM Roundtable Webinar July 13, 2010

  17. Leadership and Management Facility Management Leadership Leadership is influence…nothing more, nothing less The Five Levels of Leadership Influence: At each level people follow because…. …of who you are and what you represent (highest level) …of what you have done for them …of what you have done for the organization …they want to …they have to (lowest level) CFM Roundtable Webinar July 13, 2010

  18. Leadership and Management Facility Management Leadership The L aw of Vision • Leaders in Facilities Management must develop a strong vision and be able to see the big picture • Leaders with vision are good planners CFM Roundtable Webinar July 13, 2010

  19. Leadership and Management CFM Roundtable Webinar July 13, 2010

  20. Leadership and Management Leadership in Conflict Management Assessment Acknowledgement Attitude Action Analysis CFM Roundtable Webinar July 13, 2010

  21. Questions ??? Questions ??? Questions ??? CFM Roundtable Webinar July 13, 2010

  22. Leadership and Management • A CFM should have a general understanding and working knowledge of the following competencies: • Planning and organizing the facility function • Managing personnel assigned to the facility function • Administering the facility function • Managing the delivery of facility services CFM Roundtable Webinar July 13, 2010

  23. Leadership and Management • A CFM should have a general understanding and working knowledge of the following competencies: • Administering the facility function • Managing the delivery of facility services CFM Roundtable Webinar July 13, 2010

  24. Leadership and Management • Administering the facility function • Administer policies, procedures, and practices • Administer the acquisition, distribution, and use of material resources • Maintain documentation systems CFM Roundtable Webinar July 13, 2010

  25. Leadership and Management • Administering the facility function • Administer policies, procedures, and practices • Policies, procedures, & practices are used to control the day-to-day ops of the FM department. They help assure consistency and predictability of services, and are evidence of compliance. CFM Roundtable Webinar July 13, 2010

  26. Leadership and Management Policies– guide “what needs to be consistent code of conduct for service personnel do’s and don’ts for general staff Procedures– guide “how” things are accomplished replace a drive belt apply chemical treatment to a cooling tower system CFM Roundtable Webinar July 13, 2010

  27. Leadership and Management Practices- guide “when” something should be done ISO 9000 standards Preventive or predictive maintenance CFM Roundtable Webinar July 13, 2010

  28. Leadership and Management Administering the facility function FM’s are not only expected to use the best policies, but also to maintain a consistently efficient and effective approach to FM service with them CFM Roundtable Webinar July 13, 2010

  29. Leadership and Management Administering the facility function FM’s must understand the need to constantly update existing policies, procedures, and practices, and also when to develop new ones CFM Roundtable Webinar July 13, 2010

  30. Leadership and Management • Administering the facility function • FM’s must administer day-to-day policies, procedures, and practices so the facility function: • Work is accomplished effectively & efficiently • Personnel maintain health and life safety standards • Standards are met • Compliance with regulatory statutes is maintained CFM Roundtable Webinar July 13, 2010

  31. Leadership and Management • Administering the facility function • Administer the acquisition, distribution, and use of material resources • Develop, acquire, and implement tools to sustain the facility function. Tools range from those needed to support physical maintenance of assets to technology tools to capture, assign, monitor, track, close and follow up work requests. CFM Roundtable Webinar July 13, 2010

  32. Leadership and Management • Managing the delivery of facility services • Plan for the delivery of services • Assure services are delivered • Evaluate Service Delivery CFM Roundtable Webinar July 13, 2010

  33. Leadership and Management • Managing the delivery of facility services • Plan for the delivery of services • Strategic planning, ensures goals are aligned with those of the organization • Tactical planning, outlines the specific steps and timeframes to accomplish those actions • Reporting, KPI’s, Balanced Scorecard CFM Roundtable Webinar July 13, 2010

  34. Leadership and Management • Managing the delivery of facility services • Assure services are delivered • Documentation • Quality control • Record management system • Help desk statistics • Data collection CFM Roundtable Webinar July 13, 2010

  35. Leadership and Management • Managing the delivery of facility services • Evaluate service delivery • Survey • Quality control • Talk to customers • Stats from help desk, budget variance • Reporting, KPI’s, Balanced Scorecard CFM Roundtable Webinar July 13, 2010

  36. Leadership and Management • Complementary / overlapping competencies • Planning and project management • Quality Assessment & Innovation • Operations and Maintenance • Communication • Technology CFM Roundtable Webinar July 13, 2010

  37. Leadership and Management • Sample Question 1 • The skills necessary to be a successful facility manager in today’s world are? (pick 2) • Care taker • Policy writer • Business leadership • Operator • Public relations CFM Roundtable Webinar July 13, 2010

  38. Leadership and Management • Sample Question 1 • The skills necessary to be a successful facility manager in today’s world are? (pick 2) • Care taker • Policy writer • Business leadership • Operator • Public relations CFM Roundtable Webinar July 13, 2010

  39. Leadership and Management • Sample Question 2 • You just received the results of a customer survey that indicates your services do not meet customers expectations. You call a staff meeting to discuss. What is the most important thing you can do to ensure that your staff aids in improving the deliver of service? • Come to the meeting with an improvement plan outlined • Hire staff to clean up the backlog • Ask for ideas from staff on how to improve the service and develop an improvement plan with them. • Set targets for staff to meet to ensure all services will be delivered on time and on budget. • Public relations CFM Roundtable Webinar July 13, 2010

  40. Leadership and Management • Sample Question 2 • You just received the results of a customer survey that indicates your services do not meet customers expectations. You call a staff meeting to discuss. What is the most important thing you can do to ensure that your staff aids in improving the deliver of service? • Come to the meeting with an improvement plan outlined • Hire staff to clean up the backlog • Ask for ideas from staff on how to improve the service and develop an improvement plan with them. • Set targets for staff to meet to ensure all services will be delivered on time and on budget. • Public relations CFM Roundtable Webinar July 13, 2010

  41. Leadership and Management • Sample Question 3 • Three keys to successful management include? (choose 3) • Onward and upward • Plan your strategy • Monitor results • Don’t think just DO • Review progress CFM Roundtable Webinar July 13, 2010

  42. Leadership and Management • Sample Question 3 • Three keys to successful management include? (choose 3) • Onward and upward • Plan your strategy • Monitor results • Don’t think just DO • Review progress CFM Roundtable Webinar July 13, 2010

  43. Leadership and Management Sample question 4 What are some facility functions you may see in an international organization? (choose 3) A. Rigid standards, policies and procedures B. Difficulty in mixing cultures C. Reviewing each word or process to find offensive language D. More use of chain of command E. Some cultures treat employees as “servants” so FM expertise is neither sought nor appreciated CFM Roundtable Webinar July 13, 2010

  44. Leadership and Management Sample question 4 What are some facility functions you may see in an international organization? (choose 3) A. Rigid standards, policies and procedures B. Difficulty in mixing cultures C. Reviewing each word or process to find offensive language D. More use of chain of command E. Some cultures treat employees as “servants” so FM expertise is neither sought nor appreciated CFM Roundtable Webinar July 13, 2010

  45. Leadership and Management Sample question 5 Which statements are true in Facilities Management Leadership? (choose 3) A. The skills and traits that have been characteristic of successful FM’s are no longer enough B. The requirements of a FM department are insubstantial. C. Those inside the department often have a different view of the role of a successful facility manager D. Business acumen and a sense of public relations are not important E. By their nature and education, most FM’s do not fit the profile for success CFM Roundtable Webinar July 13, 2010

  46. Leadership and Management Sample question 5 Which statements are true in Facilities Management Leadership? (choose 3) A.The skills and traits that have been characteristic of successful FM’s are no longer enough B. The requirements of a FM department are insubstantial. C. Those inside the department often have a different view of the role of a successful facility manager D. Business acumen and a sense of public relations are not important E. By their nature and education, most FM’s do not fit the profile for success CFM Roundtable Webinar July 13, 2010

  47. Leadership and Management Sample question 6 What are the five basic steps for conflict management? A. Assessment, acknowledgement, aptitude, action, analysis B. Accessibility, acknowledgement, aptitude, action, analysis C. Assessment, acknowledgement, action, attitude, analysis D. Assessment, acknowledgement, attitude, action, analysis CFM Roundtable Webinar July 13, 2010

  48. Leadership and Management Sample question 6 What are the five basic steps for conflict management? A. Assessment, acknowledgement, aptitude, action, analysis B. Accessibility, acknowledgement, aptitude, action, analysis C. Assessment, acknowledgement, action, attitude, analysis D. Assessment, acknowledgement, attitude, action, analysis CFM Roundtable Webinar July 13, 2010

  49. Questions ??? Questions ??? Questions ??? CFM Roundtable Webinar July 13, 2010

  50. Progress toward the CFM goal Self – assessment (25%) Study (50%) Comprehensive exam review (75%) PMA (Positive Mental Attitude) Exam (100%) CFM CFM Roundtable Webinar July 13, 2010

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