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How do you incorporate feedback and improvement plans in FM performance evaluation?

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Facility management (FM) is the process of coordinating and optimizing the physical environment, assets, and services of an organization to support its core functions and goals. FM performance evaluation is a crucial tool for measuring the quality, efficiency, and effectiveness of FM activities and outcomes, as well as identifying areas for improvement and innovation. However, FM performance evaluation is not a one-time event, but a continuous cycle that involves collecting, analyzing, and acting on feedback and improvement plans. In this article, we will explore how you can incorporate feedback and improvement plans in FM performance evaluation to enhance your FM performance and value.

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Simone Fenton-Jarvis BSc MBA FIWFM

Author of 'The Human-Centric Workplace' | Workplace Consultant | Multi-Award Winning | Public Speaker | IWFM Non-Exec…
Juan Calderon

Regional Maintenance Director at YMCA / licensed Home Inspector

1 Feedback sources and methods

Feedback is the information and opinions that you receive from various stakeholders and sources about your FM performance. Feedback can help you understand the needs, expectations, and satisfaction levels of your clients, users, and suppliers, as well as the strengths and weaknesses of your FM processes, systems, and outputs. Feedback can be collected through various methods, such as surveys, interviews, focus groups, audits, inspections, benchmarking, and complaints. You should use a combination of qualitative and quantitative methods, as well as formal and informal channels, to capture a comprehensive and balanced picture of your FM performance.

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Simone Fenton-Jarvis BSc MBA FIWFM

Author of 'The Human-Centric Workplace' | Workplace Consultant | Multi-Award Winning | Public Speaker | IWFM Non-Exec Director | FM Connect Ambassador | Plan B for FM Co-organiser and Mentor
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The role of FM is so often misunderstood and underappreciated - capturing effective feedback about performance doesn't start with surveys/workshops. It starts by listening to the needs of the business and its people, delivering on those needs and then capturing feedback. The feedback needs to come in various forms, qualitative, quantitative, real-time, historical, and of course, feedback goes two ways. If people are not using the space/service as you deem acceptable/necessary, then you also need to communicate that.

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Juan Calderon

Regional Maintenance Director at YMCA / licensed Home Inspector
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Yes surveys, interviews, focus groups, audits, inspections, benchmarking, and complaints. Are good tools but nothing bits a to seat down with your FM and just ask simple questions such as, "how are you"? , "how is your team"? And of course "how can we as corporation can made your job more enjoyable"?.

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2 Feedback analysis and reporting

Feedback analysis is the process of interpreting and summarizing the feedback data that you have collected to identify the key themes, trends, and issues that affect your FM performance. Feedback analysis can help you evaluate how well you are meeting your FM objectives and standards, as well as how you compare to your peers and competitors. Feedback analysis can also help you uncover the root causes and consequences of any problems or gaps in your FM performance, as well as the opportunities and risks for improvement and innovation. Feedback analysis should be done systematically and objectively, using appropriate tools and techniques, such as graphs, charts, tables, ratings, scores, and indicators. Feedback analysis should also be reported clearly and transparently, using relevant and actionable information, such as findings, recommendations, and best practices.

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Simone Fenton-Jarvis BSc MBA FIWFM

Author of 'The Human-Centric Workplace' | Workplace Consultant | Multi-Award Winning | Public Speaker | IWFM Non-Exec Director | FM Connect Ambassador | Plan B for FM Co-organiser and Mentor
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It is, of course, best practice to do whatever is possible to avoid human error and cognitive bias. Bringing a 3rd party consultant into the organisation may help, as will utilising the various tech tools on the market.

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3 Improvement plans and actions

Improvement plans are the strategies and actions that you design and implement to address the feedback that you have received and to improve your FM performance. Improvement plans should be based on the feedback analysis and reporting, as well as on your FM vision, mission, and goals. Improvement plans should be SMART, which means specific, measurable, achievable, relevant, and time-bound. Improvement plans should also be prioritized, resourced, and communicated to all the relevant stakeholders and parties involved in your FM performance. Improvement actions are the concrete steps that you take to execute your improvement plans and to monitor and measure their progress and impact. Improvement actions should be aligned with your FM policies, procedures, and standards, as well as with your organizational culture and values.

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Juan Calderon

Regional Maintenance Director at YMCA / licensed Home Inspector
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I still can't understand how companies get surprised when they get pushbacks trying to implement strategies and actions that they design and implement when they never had a single person who actually had to use those strategies and actions in the team who design them.

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4 Feedback loops and reviews

Feedback loops are the mechanisms that you use to ensure that your feedback and improvement plans are integrated and aligned with your FM performance evaluation cycle. Feedback loops can help you create a culture of continuous learning and improvement in your FM performance, as well as to foster collaboration and engagement among your FM stakeholders and partners. Feedback loops can include regular meetings, reports, updates, feedback sessions, and follow-ups to share, discuss, and evaluate your feedback and improvement plans and actions. Feedback reviews are the periodic assessments that you conduct to review and revise your feedback and improvement plans and actions based on the results and outcomes that you have achieved and the new feedback that you have received. Feedback reviews can help you celebrate your successes, acknowledge your challenges, and adjust your plans and actions accordingly.

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Juan Calderon

Regional Maintenance Director at YMCA / licensed Home Inspector
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Usually the grupo of people who try to set or design programs or policies for FM and their teams are people who does have a lots of theory about how things work but never had have to get their hands dirty. Meaning, has not had to fix anything or try to explain customers how things are going to get done.

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5 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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Juan Calderon

Regional Maintenance Director at YMCA / licensed Home Inspector
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What I try to establish here is. It would be great for the industry if companies would include at least one person in their planning team who has recently been promoted from their front line staff. That would give them a better perspective of how the conditions are in their physical assets as well as the mental state of their talented assets (people). In conclusion, people is more receptive when policies and procedures come from somebody who is relates to them. Than policies and procedures that are result of the imagination of people who has a lots of theories but no direct knowledge of how things really work. That is my two cents. Thank you and have a great day.

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How do you incorporate feedback and improvement plans in FM performance evaluation?

1

2

3

4

5

1 Feedback sources and methods

2 Feedback analysis and reporting

3 Improvement plans and actions

4 Feedback loops and reviews

5 Here’s what else to consider

Facility Management (FM)

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How do you incorporate feedback and improvement plans in FM performance evaluation?

1

2

3

4

5

1 Feedback sources and methods

2 Feedback analysis and reporting

3 Improvement plans and actions

4 Feedback loops and reviews

5 Here’s what else to consider

Facility Management (FM)

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