Understanding Performance Measurement in Facilities Management

Sample Answer

Understanding Performance Measurement in Facilities Management

Purpose of Setting Business Objectives

Business objectives are set to give an organisation direction and focus. They help everyone understand what the company is aiming to achieve, both in the short term and the long term. These objectives guide decisions and actions, making sure all departments, including facilities management, work toward the same goals. For example, if a company wants to reduce its environmental impact, a related objective could be to cut down energy use across its sites.

Elements Used to Set Business Objectives

When setting business objectives, several key elements are considered:

• Vision: This is the long-term aim of the organisation. It provides inspiration and sets a clear image of where the business wants to be in the future.

• Strategy: This is the plan of action the business takes to achieve its vision. It includes how resources are used and which markets to focus on.

• Compliance: All objectives must follow laws, regulations, and industry standards. For instance, facilities managers must ensure buildings meet health and safety rules.

Example: A hospital I previously worked with had a vision to be “the safest hospital in the region.” One of their business objectives was to reduce maintenance response time to under 4 hours. The strategy involved increasing the size of the maintenance team and investing in mobile job-tracking software. Compliance with NHS health and safety standards was a key part of this goal.

Understand the Principles of Performance Measurement

Techniques Used in Performance Measurement

There are several techniques to measure performance in facilities management:

• Key Performance Indicators (KPIs): These are measurable values, like the time taken to fix a fault or the number of cleaning complaints.

• Service Level Agreements (SLAs): These are agreements between the facilities team and the client about the level of service expected.

• SMART Targets: Goals that are Specific, Measurable, Achievable, Relevant, and Time-bound help teams know what is expected.

• Compliance Checks: Ensuring activities meet legal standards like fire safety regulations.

• Benchmarking: Comparing performance with other organisations to see how well the business is doing.

• Monitoring and Reviews: Regular reviews and audits help track progress and find areas to improve.

• Feedback: Getting views from customers and colleagues helps improve services.

Example: In a college I supported, a KPI was set to fix electrical issues within 2 hours. Monitoring systems showed this was regularly missed, so more electricians were hired to meet the SLA. Customer satisfaction improved as a result.