QUALITY MANAGED FACILITIES

QUALITY MANAGED FACILITIES

Martin BrownKeith Alexander

martin brown 4FMjanuary 2008

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.

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AssessmentAssessment and support for the Quality Managed Facility award for your facility

FacilitationExperienced facilitation for your fm activities, improvement and change programmes

SupportLeading edge support for your fm organisation through consultancy and knowledge transfer programmes

MentoringTraining, coaching and mentoring programmes for your fm organisation

www.4fm.org.uk

4fm is the service partner tothe Centre for Facilities Management

http://www.4fm.org.uk/


4FM ‘Services’ include

Quality Managed Facility

Servexel

Community Based Facilities Management (CbFM)

Collaborative Working

Seminar Series

FM Market Intelligence

FM Futures

www.4fm.org.uk

4fm is the service partner tothe Centre for Facilities Management

http://www.4fm.org.uk/


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).

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.

quality managed facilities - background


quality managed facilities - overview

Quality Managed Facilities is a powerful model to link facilities management to strategic business needs.

Quality ManagedFacilitiesStrategy

ProcessPerformance

StrategicBusiness

Needs

9 Principles


Strategy

•facilities add value to organisations and are aligned to strategic objectives

• leaders develop and facilitate the achievement of fm values and strategy • excellent service is sustained and all customer needs anticipated

quality managed facilities - principlesstrategy – 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



Performance

• available resources are deployed to maximum benefit

• performance compares with the best

• recognition as an excellent enterprise and seen as market leader



QMF is facilities based

QMF is a collaborative framework

assessments, awards and recognitions are made in the context of facilities and not individual organisations

quality managed facilities - protocol



Process

Performance

StrategicBusiness

Needs

quality managed facilities

Attend meeting in Bristol

Mode of transportDrivingRoute

Process of DrivingRules of the RoadEngine

TargetsTime / Cost / Safety

Lessons Learnt



ProcessPerformance

StrategicBusiness

Needs

9 Principles


quality managed facilities – lets take a look at the EFQM

EFQM is a registered trademark


KeyPerformance

Results

SocietyResults

Customer Results

PeopleResults

Processes

Partnerships & Resources

Policy &Strategy

People Management

Leadership

Innovation and Learning

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EFQM as Framework

quality managed facilities – lets take a look at the EFQM


EFQM Criteria

QFM Requirement

QMF Criteria

Leadership Leaders develop and facilitate the achievement of fm values and fm strategy

Facilities Leadership

Policy and Strategy

tuned to strategic objectives all customer needs are anticipated

Facilities Strategy

People facilities team are empowered, well qualified and fully trained

Facilities People

Partnerships and Resources

responsible attitudes are exercised towards society and the environment available resources deployed for maximum benefit relationships with users and service partners ensure continuous

improvement of service quality;

Facilities Resources

Processes all customer needs are anticipated

Facilities Processes

Customer Results

all customer needs are anticipated quality service is sustained

ensure continuous improvement of service quality performance compares with the best

recognised as quality enterprise and seen as a marke t leader

FacilitiesUsers

People Results

facilities team are empowered, well qualified and fully trained performance compares with the best

recognised as quality enterprise and seen as a market leader

Facilities People Results

Society Results

responsible attitudes are exercised towards society & the environment performance compares with the best

recognised as quality enterprise and seen as a market leader

Facilities Community Results

Key Performance Results

facilities add value to the business quality service is sustained

ensure continuous improvement of service quality; available resources deployed for maximum benefit

performance compares with the best recognised as quality enterprise and seen as a market leader

Facilities Key Performance Results

EFQM Criteria

QMF Principles

QMF Criteria

quality managed facilities mapped into EFQM


Like the EFQM the QMF model is a Framework

for FM excellence

… covering all aspects of fm …

quality managed facilities – holistic framework

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).


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

Enablers Results

I nnovation and Learning

A Be CFM online guide to facilities management and construction collaboration

www.abecfm.com

Recommendation:Adopt a built environment collaborative improvement framework such as the Quality Managed Facility


http://www.abecfm.com/




ProcessPerformance

StrategicBusiness

Needs

9 Principles


Awareness

Commitment

Planning

Submission

Assessment

Feedback

Award

Learning

Re-Assessment

Awareness session, introduction and assessment arrangements dates

Statement of commitment to QMF principles by all facilities stakeholders

Visits from 4fm to assist in soft and hard data collection

Submission of written documentation of how the QMF principles are being addressed

Assessment against QMF principles and criteria by 4FM teamSite Visits to verify / clarify submission

Feedback of assessment level of award/areas of strength/areas for improvement

Award of certificate and plaque

QMF Users Forum – learning and sharing / ‘cop’

Annually, or following significant change to facilities

option

option

quality managed facilities QMF assessment route


quality managed facilities QMF assessment submission

For each ‘principle’ the facilities management team record:

Strategy

Approaches

Deployment

Achievements

Results

ie the facilities management ‘story’


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


quality managed facilities QMF assessment - evidence

Evidence Evidence Evidence

Evidence

Anecdotal ComprehensiveQuestionable Believable Compelling


Evidence 0 – 20 20 - 40 40 - 60 60 - 80 80 - 100

Approach Aligned with Strategy

No evidence or Anecdotal

Some Evidence

Evidence Clear

Evidence Comprehensive

Evidence

Deployment is collaborative


Some Evidence

Evidence Clear


Evidence

Measurement Learning and Improving


Some Evidence

Evidence Clear


Evidence

Results – scope, targets

Comparisons, causes

No Results or Anecdotal

Some Many Most All

Score Recognition Bronze Silver Gold Excellent

quality managed facilities QMF assessment - scoring

For each principle :


QMF Principle 1 Recognition Bronz e Silver Gold Excellent

QMF Principle 2 Recognition Bronze Silver Gold Excellent








QMF Award Recognition Bronze Silver Gold Excellent

quality managed facilities QMF assessment – award level


For each ‘principle’ each QMF assessor is to assess:

Areas of StrengthAreas for Improvement

And score

Strategy aligned to business needsApproach aligned to strategyDeployment is collaborativeImprovement, through measurement and learningResults are understood and used

And reach consensus with other assessors in the consensus review meeting

quality managed facilities QMF assessment - consensus


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


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


0

20

40

60

80

100

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quality managed facilities QMF benchmarking

internal and external


We can share with … Areas of Strength

We need help on… Areas for

Improvement

quality managed facilities QMF Learning & Sharing ‘CoP’

community of practice


Your Assessment Team

Keith Alexander Martin Brown

Plus assessors Your Assessment Programme

Awareness – Commitment – Planning – Submission – Site Visits – Feedback – Award – QMF ‘CoP’

quality managed facilities arrangements for your assessment


• 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

“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

Integrated Facilities Management at Belgrave House

http://www.i-fm.net/content/?Author/007.html


“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

QMF Assessment


Stakeholders self-assessed integrated facilities against the excellence criteria

1-17th August

Feedback report sent 11th August

Excellence reviewed 12th August

Assessors visited the organisation 18th August

Decision made 06th September

Award declared 14th September

Typical QMF Timescale


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has achieved the

QUALITY MANAGED FACILITIES AWARDQUALITY MANAGED FACILITIES AWARD

and has been assessed at a

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has achieved the



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has achieved the



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Your QMF facilities award here next …

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QUALITY MANAGED FACILITIES