FACILITIES MANAGEMENT FRIEND OR FOE

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• JUSTIN WATERS
• HEAD OF FACILITIES MANAGEMENT SERVICES
• KNOWSLEY MBC
• ABCD CONFERENCE - BLACKPOOL 15th MAY 2008

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• FM Definitions
• International Facility Management Association
  (IFMA)
• A profession that encompasses multiple
  disciplines to ensure functionality of the built
  environment by integrating people, place, process
  and technology."
• "The practice or coordinating the physical
  workplace with the people and work of the
  organisation integrates the principles of
  business administration, architecture, and the
  behavioral and engineering sciences."
• European Committee For Standardisation (Comité
  Européen de Normalisation)
• Facilities management is the integration of
  processes within an organisation to maintain and
  develop the agreed services which support and
  improve the effectiveness of its primary
  activities.
• It is the role of facility management to ensure
  that everything is available and operating
  properly for building occupants to do their work.
  The facility manager generally has the most
  influence upon the quality of life within a
  facility.

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• British Institute of Facilities Management (BIFM)
• "Facilities management is the integration of
  multi-disciplinary activities within the built
  environment and the management of their impact
  upon people and the workplace".
• SODEXO
• Our soft services are value-added services that
  are not necessarily core to our clients'
  businesses, but vital to the effective day-to-day
  operations
• At Sodexo, we manage a full range of food and
  facilities management services to help our
  clients focus on their core business
• Here are some of the services we provide

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• Archiving Asset maintenanceBar management
  CateringChauffeur services CleaningConference
  centres Courier services Crèche management
  Document management Events Environmental
  services General refurbishmentGoods in/out and
  shipping Graffiti removal Grounds
  maintenanceGym and health club managementHealth
  and safety supportHelpdesk Housekeeping
  HospitalityInfection and pest control Internal
  plant maintenance IT support Laboratory
  instrument services

• Laundry services Logistics Mailroom Marketing
  Medical/first aid support Messenger services
  Painting and decoratingPlumbingPorterage
  Project management Purchasing ReceptionRefuse
  collection ReprographicsRisk assessmentSecretar
  ial services SecurityShops Site and equipment
  maintenance Stationery SwitchboardTravel
  services Vending Washroom services Waste
  management

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• Appropriateness of FM in a Local Government
  Setting
• What are the stakeholder benefits
  Customer/Organisation/Workforce
• Does it suit the business strategy or are we
  looking at round pegs and square holes?
• Is it achievable? What services can realistically
  be included in an FM package, and will this be
  appealing to our customers?
• Research your market so that you are sure there
  is a genuine need for a FM approach
• Be clear on what you mean by FM services
  directly managed or services provided by others
  with a FM customer interface
• Assess the risks to existing services
• Assess the benefits to existing services will a
  FM approach enable economies of scale to be
  achieved to increase competitiveness and customer
  value for money?
• Do we want to develop our managers into non
  specialist roles, and if not what are the
  alternatives?

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• PERCEIVED BENEFITS OF FM APPROACH
• Move away from stand alone service provision
• Stand alone services more in tune with a CCT
  culture
• Local Government Act 2003 opportunities for
  growth in trading powers maximising business
  development potential
• A multi skilled management team
• One stop shop approach for customers
• Improve quality control through a standardised
  inspection process
• Improve staff communication
• Building Schools for the Future meeting the
  challenge and competing with the private sector
  soft FM providers

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• BSF
• Knowsley first wave BSF Authority
• Only authority in the country to demolish and
  rebuild all of its secondary schools 11
  old schools 7 new Learning Centres
• Learning Centres to be learning and community
  hubs open 7 days per week - 07.00 to 22.00
• A clear vision to transform secondary education
  across the borough, improving standards and
  promoting achievement for all
• FM services need to demonstrate the same vision
  and be equally transformational

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• KNOWSLEY BSF
• Whats included?
• Catering - Ring fenced outside of PFI
• Cleaning Services - Building Cleaning, Trade
  Waste, Pest Control
• Grounds Maintenance

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• The Competition
• Three Private Sector Partners (PSP) who the
  Council chose to be its BSF Preferred Bidders
• Key Stage Solutions - Led by Alfred McAlpine
  Project Investments and
  Shepherd Construction Ltd.
• Spirel - Led by AMEC
  Project Investments Ltd.
• Transform Schools - Led by Balfour Beatty
  Capita Projects Ltd.

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FACILITIES MANAGEMENT - FRIEND OR FOE?
CIVIC SUITES Suites Manager 4 x Duty Managers 2 x
Head Chefs/2 Chefs Bar Supervisor Food Service
Supervisor 3 Premises Attendants Waitresses Cater
ing Assistants (50 staff casuals)
FRONT LINE SUPERVISORS
73 schools, 80 public buildings, 1100 front line
employees
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FACILITIES MANAGEMENT - FRIEND OR FOE?

• Heres What the Customer Services Managers Say
• Advantages
• You develop a wide knowledge of different
  services which gives you a sense of control and
  confidence
• Transferable skills gained
• Multi skilling gives you the ability to deal with
  issues yourself without having to be over
  dependent on others
• Gives the customer better value for money
• Jack of all trades you develop an understanding
  of all services provided to schools and buildings
• Leads to positive relationships with clients
• Service quality and consistency improves
• Improved management of sickness/absence
• Increased responsibility in decision making

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• Heres What the Customer Services Managers Say
• Advantages cont
• The variety and extremes in any working day are
  challenging, frustrating and rewarding
• No dependency on service specialists
• Managers can share good practice and learn from
  each other
• Reduces the risk of having pre-conceptions on how
  things should be done

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• Disadvantages
• Jack of all trades but master of none
• We can be spread too thinly everything comes
  under one umbrella
• Too many staff to effectively manage. Fire
  fighting instead of being productive
• No specific qualification recognised
• Multi skilling means you are useful, but not
  indispensable
• Job satisfaction not great because you cant
  finish a piece of work and shelve it. Its a
  never ending roundabout of work
• Not being a specialist in any one service can
  hamper training opportunities
• For a new starter there can be an awful lot to
  learn until they become reasonably competent
• All services are equal, but some are more equal
  than others!!
• Lack of specialist knowledge can have a negative
  impact on personal recognition
• Problems can occur if some services are not
  directly managed by FM

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• Disadvantages cont
• Lack of specialist knowledge means you sometimes
  have to get answers from others
• Can lose face with the workforce when asked a
  question or for advice and you dont have the
  answer
• Staff can take advantage of your lack of
  expertise and try to pull the wool over your eyes
  to suit their own purposes
• Inequalities in work loads and responsibilities
• Makes working as a team less easy

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FACILITIES MANAGEMENT - FRIEND OR FOE?

• So where does that leave us?
• Happy customers one stop shopping approach
  saves time
• Improved communication or at least in theory
• Numerous advantages and disadvantages
• Ultimately decide whats right for you, and make
  it work both for you and your customers and staff
• Ensure your FM approach is quality managed and
  regularly review its effectiveness