Understanding quality management in facilities management

Assignment Brief

Unit FM4.14: Understanding quality management in facilities management

1. Understand the principles of quality management and apply them in a facilities management context

1.1 Describe the principles of quality management (including the 8 core principles of quality management)

1.2 Describe the benefits that quality management can bring to facilities management (relating each of the 8 core principles to facilities management)

1.3 Explain how a Facilities Manager can apply quality management principles to initiate improvements (supporting the explanation with example/s drawn from the learners own experiences and/or case studies)

2. Understand quality standards and accreditation schemes

2.1 Describe quality standards and accreditation schemes applicable to facilities management (including ISO 9001:2000 Quality Management Systems, European Foundation for Quality Management, Investors in People, International Organisation for Standardisation)

2.2 Explain how quality standards and accreditation schemes impact on facilities management (supporting the explanation with examples of how quality standards and accreditation schemes can guide the set-up of systems and processes to ensure that critical FM requirements (such as maintenance, statutory compliance and end user satisfaction) are all addressed successfully)

3. Understand how to implement a quality standard

3.1 Describe the steps to implement a known quality standard in the context of facilities management (including reviewing the requirements of the standard, assessing the requirements against the business operation, documenting the work flows or process maps for all activities, identifying any gaps in current processes or management, taking steps to mitigate risk, improving processes and closing gaps, monitoring on-going performance against the standard )

3.2 Explain the methods to monitor and review the successful implementation of the quality standard (supporting the explanation with examples of performance measurement, process audits, stakeholder meetings, corrective action plans, and process updates)

4. Understand the concepts of continuous improvement

4.1 Explain what is meant by continuous improvement and its equal importance to the facilities management function and the core business of an organisation (no additional guidance)

4.2 Describe the principles, tools and techniques used to evaluate performance (providing an overview of general quality management tools such as Deming’s cycle, Lean manufacturing, six sigma and TQM)

4.3 Demonstrate the methods of collecting and assessing information on performance (using example/s from the learner’s own experience and/or case studies)

4.4 Use the findings to identify areas for continuous improvement (using the same example/s as for the previous assessment criterion)

4.5 Explain how the programme of continuous improvement benefits an organisation, its customers and other key stakeholders. (no additional guidance)

Sample Answer

1. Understand the principles of quality management and apply them in a facilities management context

1.1 Describe the principles of quality management (including the 8 core principles of quality management)

The eight core principles of quality management are:

1. Customer Focus: Organisations depend on their customers and should strive to meet their needs and exceed expectations.

2. Leadership: Leaders establish unity of purpose and direction, creating an environment where people can contribute fully.

3. Engagement of People: Involving all employees helps use their abilities for the organisation’s benefit.

4. Process Approach: Managing activities as processes helps improve efficiency and effectiveness.

5. Improvement: Continuous improvement should be a permanent objective.

6. Evidence-Based Decision Making: Decisions should be based on analysis of data and information.

7. Relationship Management: Organisations must manage their relationships with stakeholders, including suppliers.

8. System Approach to Management: Identifying, understanding, and managing interrelated processes as a system helps achieve efficiency and effectiveness.

1.2 Describe the benefits that quality management can bring to facilities management

• Customer Focus: Ensures services meet user expectations and improve satisfaction.

• Leadership: Helps align FM team goals with strategic organisational objectives.

• Engagement of People: Staff are more motivated and proactive in identifying improvements.

• Process Approach: Streamlines FM operations such as maintenance and cleaning.

• Improvement: Drives regular upgrades to systems and processes.

• Evidence-Based Decision Making: Reduces risk through informed planning and resource allocation.

• Relationship Management: Improves contractor and supplier performance.

• System Approach: Enhances integration of multiple FM functions (e.g., security, maintenance, cleaning).

1.3 Explain how a Facilities Manager can apply quality management principles to initiate improvements

For example, by applying the Process Approach, a Facilities Manager can map the current process for responding to maintenance requests, identify delays or waste, and streamline workflows. Using Employee Engagement, they can encourage front-line staff to share ideas, improving response times. Implementing Evidence-Based Decision Making, a manager may use helpdesk data to determine the most common faults and prevent issues proactively.

Continued...