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How can you evaluate the effectiveness of your FM program?

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Facility management (FM) is the process of managing and maintaining the physical assets, services, and environment of an organization. A well-designed and executed FM program can improve efficiency, productivity, safety, sustainability, and customer satisfaction. But how can you evaluate the effectiveness of your FM program and identify areas for improvement? Here are some steps you can follow to measure and optimize your FM performance.

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Jordi Martí Solé

Director de proyectos y obras - Project & Construction Manager | Gestor de contratos de mantenimiento | Gestor de…

1 Define your goals and objectives

The first step in creating a successful FM program is to define the desired outcomes and how they will be measured. These goals and objectives should be in line with the organization's vision, mission, and strategy, as well as the expectations and needs of stakeholders. Additionally, legal, regulatory, and industry standards and best practices should be taken into account. Common goals for FM programs include reducing costs and increasing value, improving user satisfaction and experience, minimizing risks and ensuring compliance, supporting innovation and change, and promoting sustainability and social responsibility.

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Jordi Martí Solé

Director de proyectos y obras - Project & Construction Manager | Gestor de contratos de mantenimiento | Gestor de contratos de Facility Management
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First of all, it is essential to know our process flow, whether product or service; and determine its inputs and outputs. Once we are clear about our process, we must specify the Service Level Agreement (SLA). An SLA is an agreement between the contracting parties in order to obtain a minimum level of service that must be achieved. Therefore, an SLA can be of various types, economic, operational, etc., and must be measurable, achievable and relevant within the service to be developed. The SLA are measurable through the Key Performance Indicators (KPI) that serve to numerically determine the degree of compliance, and, therefore, must be "SMART": Specific, Measurable, Achievable, Relevant and Time bound.

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2 Choose your key performance indicators

Choosing the right key performance indicators (KPIs) is essential for tracking and evaluating your progress towards your goals and objectives. These KPIs should be relevant, specific, achievable, realistic, and timely. Make sure to balance your KPIs between financial, operational, customer, and environmental aspects. Examples of KPIs for FM programs include cost per square meter or per occupant, asset utilization and availability, service level agreements and delivery times, customer satisfaction and feedback scores, energy consumption and carbon footprint, incident and accident rates and response times.

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Jordi Martí Solé

Director de proyectos y obras - Project & Construction Manager | Gestor de contratos de mantenimiento | Gestor de contratos de Facility Management
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Minimum percentage of compliance with the scheduled maintenance plan Regulatory maintenance compliance Compliance with regulatory inspections Maximum number of hours of equipment downtime Number of maximum incidents of an equipment Maximum response and resolution time associated with a type of incident Maximum number of hours outside the set temperature, relative humidity and air quality Compliance with the emergency electrical service Do not exceed the established energy and water consumption Do not exceed a certain limit in the carbon footprint

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3 Collect and analyze your data

The third step is to collect and analyze your data to assess your current performance and identify gaps and opportunities. You should use reliable and consistent sources and methods of data collection, such as surveys, audits, inspections, sensors, reports, invoices, and contracts. You should also use appropriate tools and techniques to analyze your data, such as benchmarks, trends, ratios, variances, and root cause analysis. You should aim to generate meaningful and actionable insights that can help you improve your FM program.

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Jordi Martí Solé

Director de proyectos y obras - Project & Construction Manager | Gestor de contratos de mantenimiento | Gestor de contratos de Facility Management
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It is essential to have an efficient Help Desk to cover the following needs: 1. Receive notices / incidents and redirect them appropriately for resolution. 2. Have information on the status of the resolution at all times. 3. Being able to integrate the service requirements into the system, that is, the Service Level Agreements.

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4 Implement and monitor your improvement actions

The fourth step is to implement and monitor your improvement actions based on your data analysis and insights. You should prioritize your actions according to their impact, urgency, feasibility, and alignment with your goals and objectives. You should also assign roles and responsibilities, set timelines and budgets, and communicate your actions to your stakeholders. You should monitor the implementation and outcomes of your actions using your KPIs and data collection methods. You should also review and adjust your actions as needed to ensure their effectiveness.

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Jordi Martí Solé

Director de proyectos y obras - Project & Construction Manager | Gestor de contratos de mantenimiento | Gestor de contratos de Facility Management
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Apply the Plan-Do-Check-Act methodology, as established in the ISO 41001:2018 standard. On the other hand, this rule also establishes that when a non-conformity occurs, the organization must: 1. react to non-conformity 2. evaluate the need to take measures to eliminate the cause of the non-conformity 3. implement any necessary action 4. review the effectiveness of any corrective action taken 5. make changes in the Facility Management system, if necessary 6. communicate the non-conformity and the corrective action taken to the relevant interested parties.

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5 Communicate and report your results

The final step is to communicate and report your results to your stakeholders and celebrate your achievements. You should use clear and concise formats and channels to share your results, such as dashboards, scorecards, graphs, charts, tables, and narratives. You should also highlight your successes, challenges, lessons learned, and recommendations for future improvement. You should acknowledge and appreciate the contributions and feedback of your team and your customers. You should also use your results to inform your strategic planning and continuous improvement of your FM program.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you evaluate the effectiveness of your FM program?

1

2

3

4

5

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1 Define your goals and objectives

2 Choose your key performance indicators

3 Collect and analyze your data

4 Implement and monitor your improvement actions

5 Communicate and report your results

6 Here’s what else to consider

Facility Management (FM)

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How can you evaluate the effectiveness of your FM program?

1

2

3

4

5

6

1 Define your goals and objectives

2 Choose your key performance indicators

3 Collect and analyze your data

4 Implement and monitor your improvement actions

5 Communicate and report your results

6 Here’s what else to consider

Facility Management (FM)

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