How can you align FM quality with organizational goals?

1 Define FM quality

The first step to align FM quality with organizational goals is to define what quality means for your FM function and services. Quality can be measured by various criteria, such as customer satisfaction, service level agreements, performance indicators, compliance, risk management, innovation, and continuous improvement. You need to identify the key quality dimensions and standards that are relevant and important for your organization and your FM customers and users. You can use frameworks and tools, such as ISO 41000 series, the European Facility Management Standards, or the Balanced Scorecard, to help you define and structure your FM quality.

3 Improve FM quality

The third step to align FM quality with organizational goals is to improve your FM quality by implementing actions and initiatives that address the gaps and issues identified in the previous step. You need to prioritize and plan your FM quality improvement projects and activities based on their impact, feasibility, cost, and alignment with your organizational goals. You also need to communicate and collaborate with your stakeholders, such as senior management, FM customers and users, FM staff and suppliers, to ensure their support and involvement in your FM quality improvement efforts. You can use tools and techniques, such as PDCA cycle, SMART goals, or project management, to help you execute and monitor your FM quality improvement actions and initiatives.

4 Review FM quality

The fourth step to align FM quality with organizational goals is to review your FM quality by measuring and reporting the results and outcomes of your FM quality improvement actions and initiatives. You need to use the same criteria and indicators that you used to define and assess your FM quality, as well as additional ones that reflect the specific objectives and benefits of your FM quality improvement projects and activities. You also need to collect and analyze data and feedback from various sources, such as surveys, audits, inspections, reports, benchmarks, and testimonials, to evaluate how well you have achieved your FM quality improvement goals and how much you have added value and enhanced performance for your organization and your FM customers and users. You can use tools and formats, such as dashboards, scorecards, or case studies, to help you present and communicate your FM quality review findings and recommendations.

5 Align FM quality

The fifth step to align FM quality with organizational goals is to align your FM quality with the vision, mission, values, and strategy of your organization. You need to demonstrate how your FM quality contributes to the organizational goals and outcomes, such as customer satisfaction, operational excellence, financial performance, social responsibility, or innovation. You also need to align your FM quality with the expectations and needs of your FM customers and users, as well as with the best practices and standards in your industry and sector. You can use tools and models, such as value proposition, stakeholder mapping, or strategic alignment, to help you align your FM quality with your organizational goals.

6 Maintain FM quality

The sixth and final step to align FM quality with organizational goals is to maintain your FM quality by ensuring that you continue to deliver your FM services and meet your quality standards consistently and reliably. You need to monitor and control your FM quality performance and processes, as well as identify and manage any risks or issues that may affect your FM quality. You also need to foster a culture of quality and excellence within your FM function and organization, as well as among your FM staff and suppliers, by providing training, recognition, feedback, and incentives. You can use tools and practices, such as quality management systems, audits, inspections, or continuous improvement, to help you maintain your FM quality.

7 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?