33
FM Measuring FM Measuring or or Measuring FM ? Measuring FM ? Dr. Doug Aldrich Dr. Doug Aldrich CFM, IFMA Fellow CFM, IFMA Fellow

FM Measuring or Measuring FM ?

  • Upload
    julie

  • View
    95

  • Download
    7

Embed Size (px)

DESCRIPTION

FM Measuring or Measuring FM ?. Dr. Doug Aldrich CFM, IFMA Fellow. Today’s Discussion. “Measure for Measurer” Numbers and Words Stakeholders Examples “Packaging” Closing and Q&A. Introduction. FM Measuring Department Peers Measuring FM Customers or Users Leadership. - PowerPoint PPT Presentation

Citation preview

Page 1: FM Measuring or Measuring FM ?

FM MeasuringFM Measuringoror

Measuring FM ?Measuring FM ?

Dr. Doug Aldrich Dr. Doug Aldrich

CFM, IFMA FellowCFM, IFMA Fellow

Page 2: FM Measuring or Measuring FM ?

Today’s Discussion ““Measure for Measurer”Measure for Measurer” Numbers and WordsNumbers and Words StakeholdersStakeholders ExamplesExamples ““Packaging”Packaging” Closing and Q&AClosing and Q&A

Page 3: FM Measuring or Measuring FM ?

Introduction FM MeasuringFM Measuring

DepartmentDepartment PeersPeers

Measuring FMMeasuring FM Customers or UsersCustomers or Users LeadershipLeadership

Page 4: FM Measuring or Measuring FM ?

Two Sets of Books

Set #1 – Within FMSet #1 – Within FM Efficiency of operationsEfficiency of operations FM measures and judges resultsFM measures and judges results I care…..but they probably don’tI care…..but they probably don’t StewardSteward

Set #2 - Outside FMSet #2 - Outside FM Effectiveness of servicesEffectiveness of services Stakeholders measure and judge ___Stakeholders measure and judge ___??________ They care…..so I must tooThey care…..so I must too Stock brokerStock broker

Page 5: FM Measuring or Measuring FM ?

Dr. Doug’s Dilemmas Precise numbers with effort Precise numbers with effort oror simple speedy simple speedy

approximations?approximations?

Year-to-year numbers Year-to-year numbers oror historical trends? historical trends?

Quick response Quick response oror “I’ll get back to you”? “I’ll get back to you”?

Cheerful supply of data Cheerful supply of data oror concerns concernsabout what they’re going to do with it?about what they’re going to do with it?

Careful forecasts Careful forecasts oror ballpark ranges? ballpark ranges?

Page 6: FM Measuring or Measuring FM ?

Benefits of FM Measurements You know how well you are serving your You know how well you are serving your

customers; there are few surprises.customers; there are few surprises.

You will continually improve your service You will continually improve your service output for cost, timing, and quality.output for cost, timing, and quality.

You will be the most competitive supplier of You will be the most competitive supplier of products and services to your users.products and services to your users.

You will demonstrate your value to the You will demonstrate your value to the organization, both short and long-term.organization, both short and long-term.

Page 7: FM Measuring or Measuring FM ?

Numbers and Words - 1 Accuracy – 104Accuracy – 104

Precision - $10,436Precision - $10,436

Significant Figures Significant Figures $55M and 3.4M gsf $55M and 3.4M gsf $16.18 / gsf$16.18 / gsf

Page 8: FM Measuring or Measuring FM ?

Numbers and Words - 2 UnitsUnits

186,282 and 1.803 x 10^12186,282 and 1.803 x 10^12 183 and 11,300183 and 11,300

AveragesAverages SuspiciousSuspicious StatisticsStatistics

Page 9: FM Measuring or Measuring FM ?

Numbers and Words - 3 Occupancy ceiling: 90% of capacityOccupancy ceiling: 90% of capacity R&D budgets: 85% people and 15% FMR&D budgets: 85% people and 15% FM O&M budgets: 1/3 energy-relatedO&M budgets: 1/3 energy-related Construction costs: 1/3 HVACConstruction costs: 1/3 HVAC Lab water: 1% of sanitary volumeLab water: 1% of sanitary volume Lab buildings: 55 +/- 5% efficient Lab buildings: 55 +/- 5% efficient Capital replacement: 2% of investmentCapital replacement: 2% of investment Lab space: 2X office space costsLab space: 2X office space costs O&M lifetime costs: 6-12 X constructionO&M lifetime costs: 6-12 X construction

Page 10: FM Measuring or Measuring FM ?

Numbers and Words - 4 Data + Context = InformationData + Context = Information

Information + Seasoning = KnowledgeInformation + Seasoning = Knowledge

Knowledge + Reflection = Wisdom*Knowledge + Reflection = Wisdom*

Page 11: FM Measuring or Measuring FM ?

1. FM Department O&M ExpensesO&M Expenses

Analysis and forecastingAnalysis and forecasting Historical and SPC comparisonsHistorical and SPC comparisons

Service MetricsService Metrics ““Contract” performanceContract” performance Functionality and re-worksFunctionality and re-works Preventive maintenancePreventive maintenance

Personnel MeasuresPersonnel Measures Performance evaluations and trainingPerformance evaluations and training Job turnover and open positions Job turnover and open positions

Page 12: FM Measuring or Measuring FM ?

FM Space Charge-Backs Annual ExerciseAnnual Exercise

5 HC, 700 offices and support = $50K5 HC, 700 offices and support = $50K Office usage known ($2,320 / HC)Office usage known ($2,320 / HC) Support usage estimated (X $ / HC) Support usage estimated (X $ / HC) Estimated charge-backs arguments !Estimated charge-backs arguments !

FM RecommendationFM Recommendation Total O&M / total space ($13.33 / gsf)Total O&M / total space ($13.33 / gsf) Total space / headcount (215 gsf / HC)Total space / headcount (215 gsf / HC) Multiply them ($2,865 / HC)Multiply them ($2,865 / HC) 60 minute exercise60 minute exercise

Page 13: FM Measuring or Measuring FM ?

2. FM Peers Best Practices---qualitativeBest Practices---qualitative

Benchmarking---quantitativeBenchmarking---quantitative

Denominator Denominator AreaArea EasyEasy

NumeratorNumerator CostsCosts DifficultDifficult

Page 14: FM Measuring or Measuring FM ?

Numerator – Variable Expenses Maintenance and Repairs Maintenance and Repairs Improvements and Changes Improvements and Changes SuppliesSupplies CustodialCustodial Roads and GroundsRoads and Grounds TelecommunicationsTelecommunications Energy* and WaterEnergy* and Water Waste disposal Waste disposal RecyclingRecycling

Page 15: FM Measuring or Measuring FM ?

Numerator – Other Expenses Semi-FixedSemi-Fixed

FM SW&BFM SW&B FM budget supportFM budget support Site StaffSite Staff

FixedFixed DepreciationDepreciation InsuranceInsurance RentalsRentals TaxesTaxes

AllocationsAllocations

Page 16: FM Measuring or Measuring FM ?

3. FM Customers Why do things take so long?Why do things take so long? Are the costs fair?Are the costs fair? What’s the status of my work request?What’s the status of my work request? Why do I have to pay for “X”?Why do I have to pay for “X”? Will you be there in emergencies?Will you be there in emergencies? Why do I have to talk to so many people?Why do I have to talk to so many people? Can you let me know when you’re done?Can you let me know when you’re done? Can’t you do it right the first time?Can’t you do it right the first time?

Page 17: FM Measuring or Measuring FM ?

FM Measurement Process

Work Processes

Output (services)

Feedback (measures: cost, time and value)

Input (requests & changes)

Page 18: FM Measuring or Measuring FM ?

Service Level Agreements

User GroupsUser Groups OfficeOffice Labs Labs Pilot Pilot SuppSupp

DeliverDeliverMaint.Maint. a a b b c c d dDesignDesign e e f f f f e e

ControlControlCustodCustod g g h h i i h h MovesMoves j j k k k k j j

InfluenceInfluenceGroundGround l l m m n n l l

Page 19: FM Measuring or Measuring FM ?

FM Responses to Customers TimeTime

Responsiveness to requestsResponsiveness to requests Scheduled versus actual service datesScheduled versus actual service dates Work status of servicesWork status of services

CostsCosts Estimated versus actual costsEstimated versus actual costs Competitive user chargesCompetitive user charges

ValueValue Customer satisfaction Customer satisfaction No re-work or surprise changes No re-work or surprise changes Avoided big breakdownsAvoided big breakdowns

Page 20: FM Measuring or Measuring FM ?

Maintenance Process Metrics - 1 Repair request received Repair request received Work order dispatched Work order dispatched Worker Worker

Obtains tools and partsObtains tools and parts Goes to job site Goes to job site Finds user (maybe) Finds user (maybe) Completes job Completes job

Worker closes work order Worker closes work order User is surveyed User is surveyed

Page 21: FM Measuring or Measuring FM ?

Maintenance Process - 2 Repair request received Repair request received Work order dispatched Work order dispatched Worker makes “house call”Worker makes “house call” User and worker “contract” User and worker “contract” Worker Worker

Inputs cost and scheduleInputs cost and schedule Obtains tools and partsObtains tools and parts Goes to job site Goes to job site Completes job Completes job

User inspects and approves User inspects and approves Worker closes work order Worker closes work order User is surveyed User is surveyed

Page 22: FM Measuring or Measuring FM ?

Maintenance SLA’s - 1 House Calls House Calls

Emergency - <1 hourEmergency - <1 hour Routine, “simple” – <8 hoursRoutine, “simple” – <8 hours Routine, “complex” – <16 hoursRoutine, “complex” – <16 hours

Temperatures (labs) Temperatures (labs) Call in - <1 hour correctionCall in - <1 hour correction Contact - <2 hours follow-upContact - <2 hours follow-up

Page 23: FM Measuring or Measuring FM ?

Maintenance SLA’s - 2 ““Contract”Contract”

Time - +/- 1 day “simple”Time - +/- 1 day “simple”

- +/- 2 days “complex”- +/- 2 days “complex” Costs - +/- 10% labor and partsCosts - +/- 10% labor and parts Quality - <2 % re-worksQuality - <2 % re-works

User “bargain”User “bargain” Available by appointmentAvailable by appointment Inspect and sign-off day of repairInspect and sign-off day of repair Return survey card in 24 hoursReturn survey card in 24 hours

Page 24: FM Measuring or Measuring FM ?

Customer “Bulletin Boards” Facility InformationFacility Information

AnnouncementsAnnouncements Maintenance metricsMaintenance metrics Energy conservationEnergy conservation

Safety AlertsSafety Alerts Safe work permitsSafe work permits Building problems Building problems

ContactsContacts Phone numbers and e-mailsPhone numbers and e-mails Local and representativesLocal and representatives

Page 25: FM Measuring or Measuring FM ?

4. FM Leadership Are the facilities being taken care of?Are the facilities being taken care of?

Are our buildings ready for future demands?Are our buildings ready for future demands? CapacityCapacity CapabilityCapability

Are both done for appropriate costs?Are both done for appropriate costs?

How are we doing with facility projects?How are we doing with facility projects?

Page 26: FM Measuring or Measuring FM ?

FM Responses to Leaders Facility CareFacility Care

Conditions databaseConditions database Preventive maintenance Preventive maintenance Budget awareness and burdenBudget awareness and burden

Future DemandsFuture Demands Strategic planning processStrategic planning process Supply-demand analysisSupply-demand analysis 5 and 10-year investment plans 5 and 10-year investment plans

Page 27: FM Measuring or Measuring FM ?

Project Feasibility: Costs - 1 Sizing the Building Sizing the Building

310 HC = 240 lab + 70 admin310 HC = 240 lab + 70 admin 240 x 375 gsf 240 x 375 gsf 310 x 185 gsf 310 x 185 gsf Gross = 147K gsf (90K + 57K)Gross = 147K gsf (90K + 57K)

Estimating its CostsEstimating its Costs 90K x $240 / gsf = $22M90K x $240 / gsf = $22M 57K x 120 = 7M57K x 120 = 7M Quality factor ~ 12%Quality factor ~ 12% Lab complexity ~ 6%Lab complexity ~ 6% Total = $34M ($231 / gsf)Total = $34M ($231 / gsf)

Page 28: FM Measuring or Measuring FM ?

Project Feasibility: Costs - 2 Other Project CostsOther Project Costs

A/E fees and other consultantsA/E fees and other consultants Internal project people and supportInternal project people and support Permits, cost of money, etcPermits, cost of money, etc Submit to feasibility plan $40M ($271 / gsf)Submit to feasibility plan $40M ($271 / gsf) Escalated similar 1990 project ($281 / gsf)Escalated similar 1990 project ($281 / gsf)

Ballparking O&M Expenses**Ballparking O&M Expenses** 90K x $19 / gsf = $1.7M per year90K x $19 / gsf = $1.7M per year 57K x $13 = 0.7M 57K x $13 = 0.7M Burden addition ~ $2.5M ($17 / gsf)Burden addition ~ $2.5M ($17 / gsf) Submit to 5-year expense plan Submit to 5-year expense plan

Page 29: FM Measuring or Measuring FM ?

Project Feasibility: Timing ComparisonsComparisons

PublicationsPublications Corporate experienceCorporate experience Similar buildingsSimilar buildings Company cultureCompany culture

Schedule (months)Schedule (months) Concepts 3 - 5Concepts 3 - 5 Design / engineering 6 - 8Design / engineering 6 - 8 Construction 27 - 33Construction 27 - 33 Move-in 1 – 2**Move-in 1 – 2** RANGE 37 - 48RANGE 37 - 48 Optimization 12Optimization 12

Page 30: FM Measuring or Measuring FM ?

“Packaging” - Understanding

Flexibility versus AdaptabilityFlexibility versus Adaptability Balancing Acts Balancing Acts One-Stop ShoppingOne-Stop Shopping Cost versus ValueCost versus Value Baton Hand-OffBaton Hand-Off Competitive Pricing Competitive Pricing Time Value of Time Time Value of Time Ballpark Estimates (+/-)Ballpark Estimates (+/-)

Page 31: FM Measuring or Measuring FM ?

“Packaging” - Analogies HomeHome AutomobileAutomobile Airplane Airplane JourneyJourney Sports Sports HobbiesHobbies PetsPets VegetablesVegetables SchoolSchool

Page 32: FM Measuring or Measuring FM ?

“Hard Drives Out Soft” Numbers drive out notions.Numbers drive out notions.

Measurements top guesswork.Measurements top guesswork.

Knowing trumps hoping.Knowing trumps hoping.

Page 33: FM Measuring or Measuring FM ?

Closing What ?What ?

It’s the measurement It’s the measurement andand the understanding. the understanding.

So What ?So What ?They make They make thethe difference in your FM world. difference in your FM world.

Now What ?Now What ?Use your Use your twotwo sets of books wisely. sets of books wisely.