How can you evaluate the capabilities of your in-house FM team?

Clearly articulate the objectives and expectations for the FM team. This could include specific service levels, response times, and overall contributions to the organization's goals. This would be very critical as it would help to determine the gaps that can be identified in the systems which would translate to an improvement in the service level and efficiency of the FM operations once breached.

Understanding the construction, design and intended function of the real estate asset and its relation to business operations is critical. Obviously, assets with the property serve the general purpose of a building (conditioned environment, portable water, electricity, etc). In addition to these general requirements, the property will likely have assets that serve specific needs of the business operated within the property. Determining and distinguishing between these types of assets is crucial, particularly with reference to assigning responsibility of maintaining these assets.

This for me would be by conducting a thorough skills assessment for each team member. Each team member would be assessed on various levels from Hard skills to soft skills to Identify their strengths, weaknesses, and areas for improvement. This can involve individual self-assessment, peer reviews, or third-party evaluations.

While I agree that benchmarking is critical, in my experience, it is more effective to benchmark against the needs of the property. From experience, this is more efficient, effective and direct. An FM team that manages a Hotel may not have comparable skills to those that manage a Medical Facility. Once the baseline needs of the property are determined, the team can be evaluated for performance against these needs through analytics / data found in CMMS system.

For me, I would start by looking for opportunities internally or by using external vendors to conduct training and development opportunities to enhance the skills and knowledge of the FM team. This could include workshops, certifications, and ongoing education to keep them updated on industry best practices.

I would establish key performance indicators (KPIs) and performance metrics that align with the goals of the FM team. After which I would regularly track and evaluate their performance against these benchmarks, and also compare their performance with industry benchmarks and standards. This will help me identify areas for improvement and highlight areas where the team excels.

I would also gauge the satisfaction of my team members themselves. Knowing fully well that their job satisfaction is a crucial factor in their ability to perform well. I would also foster a culture of continuous improvement within them in a bid to encourage team members to propose and implement innovative solutions to enhance efficiency and effectiveness.