Published on March 16, 2014
Improving the effectiveness of managing FM performance Erika Chiuhan European Property Manager BP
Improving effectiveness of managing FM performance FM definition & goal Deliver Value to the Core Business / FM Strategy Performance MEASUREment vs. Performance MANAGEment Meaningful performance management - Are we there? Communicate value - Where is the added VALUE? FM’s seat within the Board
FM definition & goal „Integrated approach to operating, maintaining, improving and adapting the buildings and infrastructure of an organisation in order to create an environment that strongly supports the primary objectives of that organisation.” (Atkin & Brooks, 2000) „… hybrid management discipline that combines people, property and process management expertise to provide vital services in support of the organisation” (Then, 1999)
FM Strategy Deliver Value to the Core Business FM performance / business performance Understand the link between FM and business performance Understand the link between individual performance and FM performance Identify performance benchmarks Contribute to: Core values: uniform service levels, availability, safe operation, silent running, Efficiency & saving targets: space optimisation, service standardisation, process simplification, managing expectations, rationalisation Employee satisfaction: quality of work environment, flexibility Product / service quality: added value to the core business
Performance MEASUREment vs. Performance MANAGEment Meaningful metrics Not just Technical / Financial – fail to link the core business to FM. BSCs integrates traditional financial measures with operational & soft measures (customer satisfaction, process performance, product innovation which are vital for competitiveness. Metrics directed towards achieving an integrated strategy. BSCs translates the organisation’s strategy into measurable goals. .
Meaningful performance measurement Are we there? Various techniques for measuring FM performance: Understand what and how to measure Understand monitoring, recording and reporting Big Data and performance analytics
Communicate VALUE Value instead of metrics “Not everything we count, counts; not everything that counts can be counted.” Albert Einstein Where is the added VALUE? Out of sight = Out of mind
FM’s seat within the Board Effective performance management systems’ benefit Increasing employee effectiveness and efficiency Improving service credibility Improving quality of service delivery Improving customer satisfaction Support the organisation’s strategy: sustainability; silent running; flexibility; cost efficiency; attractiveness, etc.
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