Hong Kong Chapter IFMA

The Changing World of the Facilities Manager

Adrian Brooks 19th March 2007

Acuity research project 2006

Interviews and Questionnaires across 50 Organisations

Identify key issues/problems faced by the FM Identify performance metrics used by/important to

FM’sAnalysis/interpretation of resultsAlignment of findings with future trendsDevelop a solution to these issues/ findings

Key Issues - Results

Rank Top 10 Top 3

Internal pressures – reactive approach

1 76% 56%

Insufficient time to do job 2 68% 40%

Budget constraints 3 60% 32%

Internal lack of appreciation 4 76% 20%

Service supplier concerns 5 60% <12%

Inappropriate use of time 6 44% 16%

Question best value approach 7 52% <12%

Key Issues in order of priority

1) Time & quality issues

2) Budget constraints

3) Internal customer & management issues

4) Service supplier issues

5) FM Intelligence/knowledge of best practice

Key Performance Indicators

Rank Important % Rank

Health & Safety 1 96% 13.4%

Actual costs within budget cost 2 83% 10.1%

No loss of business (BS) 3 88% 9.4%

Provision of safe environment 4 96% 8.9%

Statutory compliance 5 92% 7.8%

People/customer satisfaction 6 85% 7.4%

Effective budgetary control 7 92% 7.1%

Key Performance Indicators

Grouped together under the following categories:

Financial 35% Health & Safety 50% Operation 11% Environmental 4%

High-level summary of findings

6 out of top 7 KPIs based on H&S & budgets! Is there too much emphasis on H&S (50%) at the

expense of other areas? Do we need to spend more time on quality, efficiency &

innovation issues (11%)? Environmental issues are considered negligible (4%)?

Interpretation and how they affect the FM

Trend for reduced budgets will continue Greater interaction and understanding of customers

needs Greater awareness and management of property risks Emphasis on improving building performance including

records Consideration of issues to improve productivity Reduce size of properties/estate – proactive

management

FM’s need to adapt by:

Being more proactive in understanding core-business objectives and developing effective strategies and processes which meet these objectives

Becoming innovative through demonstrable best practice and best value approaches

In addition there will soon be far greater emphasis on environmental (including energy management) issues which will significantly impact upon the FM and increase the workload

• Site based or mobile facilities solutions

• 24x7 centralised help desk and admin control

• An integrated approach to Health & Safety management

• Professional supplier procurement and management

• Establishment of rigorous financial control systems

• Prudent asset management programmes

Our Approach

Acuity’s Approach

Acuity Support Desk

Site 1 Site 2 Site 3 Site 4

In HouseLabour

MobileFM

Service Providers

Breakdown calls

Feedback

Responses

Acuity’s Approach

Acuity’s Approach

FM Activity 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52

Monthly Facilities Review Meeting (Client)

Full Building Inspection

Building Services Inspections

Cleaning Services Inspections

Security Services Inspections

Critical Asset Inspections

Annual Budgeting Process

Supplier Benchmarking

This provides an example of the 'planned' inspections we would expect to see carried out by the site-based Facilities Manager.

PLANNED FACILITIES MANAGEMENT ACTIVITIES - Sun Life Financial of Canada

ANNUAL PLANNING CHART

Week No

Regulation 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47

Ground Floor1st2nd

RoofExternal

Ground Floor1st2nd

RoofExternal

Lifts

Ground Floor1st2nd

Ground Floor1st2nd

RoofExternal

Ground Floor1st2nd

RoofExternal

Ground Floor1st2nd

RoofExternal

Electricity at Work Regulations 1999

Safety Signs & Signal Regulations 1996

COSHH Regulations 1994

Week No

FM Tasks

Fire Precautions Regulations 1999

Management of Health & Safety at Work Regulation 1999

Provision of Work Equipment Regulations 1998

Display Screen Equipment Regulations 1992

Acuity’s Approach

.

Questions ?

Hong Kong Chapter IFMA

The Changing World of the Facilities Manager

Adrian Brooks 19th March 2007