Waar gaat dit blok over - Hanze 1.3. Deadline Central Service Desk Report and personal file: The project group must hand in the Central Service Desk Report by means of Safe Assignment

Facility Management

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Processes and Analysis

IFM Year 1 Period 2

2013/2014

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1. General Information

This chapter will give you general information on the block. 1.1 Programme competences The following competences are distinguished by the “Landelijk Overleg Opleidingen Facility Management” (LOOFD, which is the Dutch Association Facility Management Education = DAFME ), for the actualized FM competence profile: 1. Creating added value for people and organizations in the areas of property management and services. 2. Developing a vision of changes and trends in the external environment and creating relations, networks and chains. 3. Analyzing policy issues, translating them into policy objectives and alternatives and decision making. 4. Applying human resource management in the organization’s strategy. 5. Setting up, controlling and improving business and organizational processes. 6. Analyzing financial and legal aspects, internal processes and the business or organizational environment in order to improve coordination and interaction. 7. Developing, implementing and evaluating a change process. 8. Social and communication skills (interpersonal, organizational). 9. Self-managing skills (intrapersonal, professional).

In this block, competences 5,6,4 and 8 (in order of importance) will be assessed within the units of study on level 1 (preliminary level). The other competences will come up for discussion, but will not be assessed specifically.

1.2 Subject Block Processes and Analysis: A Grip on Facility Processes

The central assignment of this block is: Evaluate the effectiveness and efficiency of the service provision of a Facility Service by means of malfunction. Write a proposal which will make the processes more effective and efficient by the implementation of a central service desk (SPA) and a Facility Management Information System (FMIS). The focus is on customer satisfaction, the financial aspects and HRM. You will carry out the assignment in a case situation. You will receive information about the front and the back office activities of an insurance company. You have to take the following steps:

Describe the present facility service by using flow charts;

Determine the information needs at operational as well as at a tactical and strategic management level by analysing the information (which?);

Motivate policy choices while taking into account customer satisfaction, the financial aspects and HRM.

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1.3. Deadline Central Service Desk Report and personal file:

The project group must hand in the Central Service Desk Report by means of Safe Assignment as well as in hard copy at the FM front office. The deadline is noon, Friday 17th January 2014. Deadline for the personal file for presentation skills: noon, Friday 17th January 2014.

1.4. List of units of study and assessment

Unit of study EC Assessment Form Group/individual

1A. Central Service Desk Analysis 1B Practicum Planon

3 1

Professional Product: Central Service Desk Analysis (Written Report) Assignment Planon

Project group / peer assessment

2. Financial Management 1 4 Written Exam Individual

3. Management of the Facility Organisation 2

4 Written Exam Individual

4. Handling Complaints and Presentation Skills

2 - 100% Attendance

- Active Participation

- Presentation Individual portfolio

Individual

5. Management Skills- Business English

1 - 100% Attendance

- Active Participation

- Role-play and Individual portfolio

Individually and group training

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1.5. Work forms:

Unit of study Work form

Central Service Desk Analysis

Weeks 1 - 7: In these weeks you will prepare for the integrated assignment. You will do so by means an MS Visio practical, lectures and assignments. Weeks 1 - 8: During these weeks you will carry out the integrated assignment in a group of four students. The work forms are a Planon practicum (FMIS) and coaching. Participation in all activities is compulsory.

Financial Management 1

You will study the theory and prepare for the written exam in week 9 by attending lectures, by carrying out the related assignments and by self-study. The assignments (self-study) will be carried out individually. The assignments and their key will be put on Black Board each week. Questions arising during self-study can be asked during the next lecture .

Management of the Facility Organisation 2

You will study the theory and prepare for the written exam in week 9 by attending lectures, carrying out the related assignments and by self-study. The assignments will be introduced and discussed during lectures. You will finish them individually as self-study. Questions arising during self-study can be asked during the next lecture .

Handling Complaints and Presentation Skills

This consists of training sessions, for which attendance and active participation is compulsory.

Management Skills - Business English

This consists of training sessions in for which attendance, participation and PREPARATION is compulsory.

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1.6 Rules of Conduct The aim of having rules of conduct is to offer better education in a comfortable atmosphere for both students and teachers. This also includes both parties having a professional and respectful attitude towards each other. Rules of Conduct: 1. Be on time

2. Check and read the announcements on Blackboard daily !

3. In case of absence; notify the lecturer by e-mail and state the reason why.

4. Only bottles of water are permitted in the classroom

5. Mobile telephones are switched off, this also applies to your MP3-player, IPod etc. Notebooks are permitted only for functional use.

6. Clothing: appropriate, so no caps! Guest lectures, excursions and formal presentations

will require business attire („tenue de ville‟). About group work: 7. Every group member participates actively in the projects and coaching sessions. There will be a group mark for the project. This group mark can and will be differentiated (a higher or lower mark or even an unsatisfactory mark!) depending on the individual contribution to the product, the progress, the observations of the lecturer etc. Social loafing (= Free Riding) is not tolerated and when necessary a group member can be expulsed from the project group.

8. A clear and written task division has to be handed in to the coach and all group members. The results of the divided tasks have to be returned to and discussed in the whole group! This can be part of your action plan.

9. Two working days before the coaching session all necessary documents have to be handed in (normally by e-mail) or placed on BlackBoard (file exchange). Check with your coach what has to be placed. 10. The documents are clearly recognisable; give all documents a footer that includes the name of the document, the group, the version number (including the date) and the page numbers. E-mails have to be recognisable, addresses properly and, of course, grammatically correct! 11. Plagiarism is not permitted.

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1.7. Literature

Central Service Desk Analysis:

- Material on Blackboard Financial Management 1:

Susan V. Crosson - Belverd E. Needles, Jr. : Managerial Accounting, 9th Edition

(ISBN-13: 9780538742993). You are going to use this book in the 2nd year as well.

Management of the Facility organisation 2:

- Barret, P & Baldry, D (2003). Facilities Management, Towards Best Practice. Blackwell Publishing, 2nd edition (ISBN: 0-632-06445-5

- Peter Thuis, Rienk Stuive ; Business administration; ISBN 9789001809768

- Atkin and Brooks(2007), Total Facilities Management, Blackwell publishing, second edition, ISBN 978-07-8-797874-7

Handling Complaints, Presentation Skills and Business English

- Cotton, D & Falvey, D & Kent, S. Market leader Intermediate Business English course book. Pearson Longman, 3rd edition (ISBN 978-1-4082-3695-6)

- Rogers, J, Market leader Practice File 3rd edition. Pearson Longman (ISBN 978-1-4082-3696-3)

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2. Information per unit of study 2.1. Central Service Desk Analysis Assignment: The integrated assignment has a central function in this block. The assignment has been taken from a professional situation and is as follows: Evaluate the effectiveness and efficiency of the service provision of a Facility Service by means of malfunction .Write a proposal which will make the processes more effective and efficient by the implementation of a central service desk/single point of access (SPA) and a Facility Management Information System (FMIS). The focus is on customer satisfaction, the financial aspects and HRM. You will carry out the assignment by means of a case study. You will receive information about the front and the back office activities of an insurance company, called Allianz. You will have to take the following steps:

Describe the present facility service by using flow charts;

Determine the information needs at operational as well as at a tactical and strategic management level by analysing the information.

Motivate policy choices, while taking into account customer satisfaction, the financial aspects and HRM.

Before carrying out this assignment, practice the various steps by exercise cases in the tutorials. Theoretical and practical support will be provided by means of lectures and PC practicums. The assignment will be carried out and assessed in a project group. Weekly planning: Lecture weeks 1 - 7 Tutorials Preparation Case Study Allianz

Week Subject Activity Hours Codes Assignment

1 Problem analysis

Central Service Desk Lecture

2 SPA-ANtu Problem analysis

Information Analysis

Visio Computer Practical

2 SPA-ANcpr

Supports Lecture

2 Central Service Desk Activities, Flow charts


2 SPA-ANtu Problem analysis

3 Reports and DFD’s


2 SPA-ANtu Information Analysis, flow charts

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Lecture weeks 1 – 7 Case Allianz

Week Subject Activity Hours Code Assignment

1 Central Service Desk Analysis

Introduction Assignment 1 Form Project Groups

2 SPAin 1


Coaching Assignment 1 Instruction Assignment 2

2 SPA-ANco

1/2



2 SPA-ANco

2/3


Guest lecture 2 SPAgu Supports block



2 SPAco 3/4

Guest lecture Topdesk 3 SPAgu

5



2 SPAco 4/5


Coaching Assignment 5 Instruction Final Report

2 SPAco 5

Assessment

Unit of study EC Testing form Group/individual

1. Central Service Desk Analysis 4 Professional Conduct Group/individual

Professional Product Group/individual

Active participation in the activities Central Service Desk Analysis (practicums, lectures and related assignments) will be required for the awarding of the credits. Progress code: IFVP9APC1

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2.2. Financial Management 1 Contents: This unit of study supports the integrated assignment. You will learn what effects the implementation of a central service desk and an FMIS will have on the balance sheet and the profit and loss account of an organisation. In addition, the theory extends beyond the central service desk and also prepares for the next block. You will study the theory and prepare for the written exam in week 9 by attending lectures, by carrying out the related assignments and by regular self-study. The assignments (self-study) will be carried out individually. Assignments and their key will be put on Black Board each week. Questions arising from self-study can be asked during the next lecture. Weekly planning: Lecture weeks 1 – 7 Lectures and assignments

Week Subject Activity Hours Codes Material

1 Financial Management

Lecture 2 FINMtu Susan V. Crosson -

Belverd E. Needles

2 Financial Management

Lecture 2 FINMtu Susan V. Crosson -

Belverd E. Needles 3 Financial

Management Lecture 2 FINMtu Susan V. Crosson -









Belverd E. Needles Assessment


2. Financial Management 4 Written exam with open questions related to the annual accounts (balance sheet and profit and loss account) of an existing organisation and multiple choice questions

Individual

Progress code: IFVP3APC2

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2.3. Management of the Facility Organisation 2 Contents: This unit of study supports the integrated assignment. The Facility Management’s literature will help answer the question as to how facility organisations should be structured and should function in order to implement a central service desk. You will study the theory and prepare for the written exam immediately following lecture by attending lectures, by carrying out the related assignments and by regular self-study. The assignments will be introduced and discussed during lectures. You will finish them individually by self-study. Questions arising during self-study can be asked during the next lecture. Weekly planning: Lecture weeks 1 - 6 Lectures and assignments


1 Management of the Facility Organisation

Tutorial/lecture 2 MFOtu Thuis / Stuive: chapter 9 Barrett: chapter 1




Tutorial/lecture 2 MFOtu Thuis / Stuive: chapter 7 Atkin: chapter 16


Tutorial/lecture 2 MFOtu Thuis / Stuive: chapter 6 Atkin: chapter 11




Tutorial/lecture 2 MFOtu Exam preparation Study questions

Assessment


3. Management of the Facility Organisation 2

4 Written exam Individual

Progress code: IFVP3APC3

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2.4. Handling Complaints and Presentation Skills Content: When implementing a central service desk and an FMIS, the customer friendliness should be of equal importance as the efficiency and the effectiveness of the system. The training Handling Complaints focuses on the identifying and handling of complaints. It also focuses on the development of a good relationship with the internal customer(s). How do all procedures and agreements affect the implementation of a central service desk? And how do they fit into the unpredictable daily routine?

As for presentation skills, when working in FM you will have to give frequent presentations, but also during your studies! Therefore, you will be given ample time to practise this block. In the Presentation Skills training sessions you will practice giving professional presentations, and deal with aspects as structure, language, non-verbal communication, intonation, interaction with the audience and visual aids. Weekly planning: Training and assignments


1 Session 1 Lecture/Training 2 CMS-Ptr Introduction, content overview.

2 Session 2 Lecture/Training 2 CMS-Ptr



5 Session 5 Lecture 2 CMS-tu Dealing with complaints

6 Session 6 Lecture/Training 2 CMS-Ktr Dealing with complaints, session per class. Training with an actor.

8 Session 7 Presentations 2 CMS-pre Assessment presentation presentations; personal file

Unit of study EC Assessment form Group/individual

4. Handling Complaints and Presentation Skills

2 Final presentation Personal file 100% Attendance Active Participation

Individual

Attendance of the training sessions is mandatory as well as active participation and PREPARATION in order to obtain the credits, but you also have to hand in a personal portfolio of which the format can be found on BB. If you miss ONE session and you have notified the lecturer beforehand a substitute assignment needs to be made and included in the personal portfolio. The deadline for this portfolio is Friday 17th January noon. Progress code: IFVP8APC4

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2.5. Management Skills – Business English Content: Being a respected manager means that you need to acquire the skills to behave in a professional way whilst interacting with customers, employees, peers and external contacts. As you are trained to operate in an international environment, it is also important that use the right conventions and that you phrase matters politely and concisely. During the six training sessions you will actively and passively acquire business vocabulary and conventions by means of listening and reading exercises. This vocabulary and conventions will be practiced in role-plays and in short presentations given by you and also in discussions. Session 7 will be used for the final assessment role-play done in two pairs at the time and also for the handing in of the wordlist and the completed exercises in the practice file. You will also require to keep track of your newly acquired FM and business related vocabulary by means of an English to English wordlist; inclusive of an example sentence which also needs to be handed in in session 7 – this is your entry pass to the final assessment. Weekly planning: Training and assignments


1 Session 1 Training 2 BUS-Engtu Introduction, content overview.

2 Session 2 Training 2 BUS-Engtu





7 Session 7 Final role-plays 2 2 X 2 pairs final role-play, handing in wordlist and practice file.

Unit of study EC Assessment form Group/individually

5. Management Skills- Business English

1 Final role-play, Wordlist 250 words, 100% Attendance Active Participation and preparation.

Individually

Attendance of the training sessions is mandatory as well as active participation and PREPARATION in order to obtain the credits,iIf you miss ONE session and you have notified the lecturer beforehand, a substitute assignment needs to be made and included in the word list. The deadline for this is session 7. Progress code: IFVP3APC5

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Plagiarism: If you consult or quote sources for your assignments, you must always state these sources in the text. This should come with a reference to a bibliography at the end of the report. Should you fail to include some or all of your sources, this will be considered as plagiarism and as an attempt to deliberately pass off another person’s work as your own. If established – in final versions of (parts of) papers – plagiarism will be reported to the Examination Board which will treat plagiarism as fraud. Re-sits: The re-sits for the Central Service Desk Report, the FIM 1 re-sit, the MFO 2 re-sit, the final presentation for Presentation Skills and the role-play for Business English will be in the re-sit week after the 4th period. Monitor Black Board closely for information about this subject. More information about this study block may be found in the related course on Black Board. Button Contents

About the education Basic Information, Preconditions and Organisation, Assessment and Evaluation

Planning Planning of All Kinds of Activities not Included in the Subject Folder.

Staff members Teachers Participating in this Block

Central Service Desk Analysis Module

Course Material, Assignments, Example Tests and Frequently Asked Questions (FAQ)

Financial Management Module

See Central Service Desk Analysis Module

Management of the Facility Organisation Module, Etc.

See Central Service Desk Analysis Module

Management Skills – Business English

Content of the course, links to helpful websites and required preparation

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Appendix I: Explanation process evaluation

The group work will be assessed individually. The (group) mark can be differentiated (a

higher or lower mark or even an unsatisfactory mark), depending on the individual

contribution to the product, the process, the observations of the lecturer etc.

That’s why we also use this peer process evaluation.

The process evaluation comprises of two parts.

1. A short group evaluation

2. An individual evaluation

Ad 1.

Evaluate the group functioning. This should include:

The judgement on the group on the following points:

o Working according to plan

o Meeting effectively

o Decision making

o Quality of content

The plans as decided upon before and appointments as laid down in the ‘plan of action’

and/or ‘achievement contract’ and the intermediate plans as laid down in minutes and

action plans or decision lists.

Ad 2.

Furthermore, each project member asks all group members for feedback on his/her

contribution to the group process, using the assessment form on the next page. He/she will

then write a short reflection on one’s own functioning and contribution to the project, based

on the results of the individual assessment:

How do you see the given assessments?

What are you satisfied about with regards to your functioning?

What you are not satisfied about?

How can you do better next time?

The group evaluation plus the filled in assessment forms have to be handed in all together to

your coach (You naturally keep copies).

The aim of the group evaluation is to look back together and to learn from your improvement

points for the future.

In your individual evaluation you have to show especially that you have seriously looked at

your personal functioning and learned from the feedback given.

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Appendix II: Process evaluation form

(1 = insufficient, 2 = just sufficient, 3 = amply sufficient, 4 = good)

Name:……………………………………………… Group:……………………………………………… Class:………………………………………………..

Capacities Judgement Remarks

M

E

M

B

E

R

1

Contribution to product Focus on solution Working according to plan Decision making Contribution to process Devotion/motivation Stick to agreements Taking initiative Ability to work as a team

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

M

E

M

B

E

R

2


1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

M

E

M

B

E

R

3


1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

M

E

M

B

E

R

4


1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Documents

Waar gaat dit blok over - Hanze 1.3. Deadline Central Service Desk Report and personal file: The project group must hand in the Central Service Desk Report by means of Safe Assignment