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Learn the key components of a successful benchmarking process with examples for each phase. This continuous improvement cycle focuses on defining parameters, gathering data, and implementing ideas. Communication strategies for different groups ensure effective sharing of key findings and action plans. Track and publish comparisons to identify under/over performance and improve work processes. Prioritize action items based on your business situation. Understand the benefits of benchmarking and the importance of communication for facility management success.
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Using Benchmarking Effectively IFMA UTILITY COUNCIL Keith McClanahan Facility Issues (928) 213-9767 keithmcc@facilityissues.com
Components of Successful Benchmarking Explain the Benchmarking Cycle… • Emphasize that this is a Continuous Improvement Process • An Annual Cycle • If this is your First Year explain that it will be a Learning Process • Have Examples handy for each phase • Survey • Report • A Best Practice
Utility Council Process: Define Parameters & Reach Consensus Choose Partners Repeat Track Gather Data Implement Ideas Publish Comparisons Focus on Those That Appear Better
Communication Strategy for Different Groups • FM Organization – Key charts in a highly visible location • Customers / Users – A short written summary report including where we stand and what we are doing to improve • Senior Management – A Presentation of Key Findings and Action Plans
Communication Strategy - For the FM Organization… • Identifies Under / Over Performance • Basis for Goal Setting • Creates an Acceptance for Change • Identifies Improved Work Processes • Improved Understanding of Organization • Better Prepared for Outsourcers • Auditors Focus on Other Departments
Communication Strategy - For Customers and Users… • Comparing Our Costs With Peers • Comparing Our User Satisfaction With Peers • Expected Benefits – keep it short… • Identifies Under / Over Performance • Identifies Improved Work Processes • Information on How We Are Doing Will Be Distributed
Communication Strategy - For Senior Management… • Comparing Our Costs / User Satisfaction With Peers (List the Peers) • If this is Your First Time • Don’t Promise Too Much • Emphasize this will be a Learning Process • Don’t Over-React to First Year Data • Identify Where Collaboration is Needed for Non FM Data (i.e. Security, Fixed Costs)
Components of Successful Benchmarking • Analysis of the Preliminary Report(s) • Review Your Site for Data Submittal Accuracy • Question Extremely High or Low Normalized Costs • Understand Why You May Not Appear on A Chart • Understand Which Charts are Critical for Your Organization
Use the Key Charts • Space utilization: GSF/person • Variable Costs • Electrical usage per GSF • Maintenance cost per GSF • Custodial cost per area cleaned • Total operating cost per GSF • Fixed Costs • Depreciation or • Depreciation + Insurance + Taxes + Rent
2013 UC – GSF/Person 2012: Median = 367 GSF/person
2013 UC– Electrical Usage / GSF 2012: Median = 26.00 kwh GSF
2013 UC– Utility Cost /GSF 2012: Median = $2.07/GSF
2013 UC – Maintenance $/GSF 2012: Median = $1.84/GSF
2013 UC – Custodial $$ / Area Cleaned 2012: Median = $1.04/GSF
Components of Successful Benchmarking For the Final Report… • Score Your Site by Category i.e Utilities, Maintenance, Custodial… • Needs Work • OK • Doing Great • Prioritize Action Items Based On Your Business Situation
Occupancy Surveys... • Respond to all employees who provide a name or phone number • Let them know if you are or are not implementing their request / suggestion • Email or phone calls are fine
Benchmarking – Why??? • The Benefits of Benchmarking • Know Where You Stand • Peers You Can Network With… • Similar Facilities Philosophy • Understand Their Cost Structure • Best Practices Implemented… • Improved Service • Reduced Costs • Both
More Information…. Website: http://www.FacilityIssues.com Thank You