Part Five - Improving your FM knowledge
It's difficult to give a precise top tip, because of the breadth of Facilities management. Know your facility down to every last nook and cranny would be one, make sure your H&S maintenance is as impeccable as can be would be another.
It is better to know a lot of phone numbers of experts in many subjects rather than trying to know everything by yourself.
Always be aware of the bigger picture and where Facilities Management fits into it... Facilities Management is a support function which is there to enable the continuous function of the customer's core business. Continuous review of service should be undertaken to ensure that support function is maintained and that Facilities Management is not disrupting or detracting from the core business delivery.
This can only be achieved by fully understanding what the customer's core business function actually is and the most effective way of doing this is work shadowing or FM / Customer forums. FM isn't all about running round putting out fires, it's more about understanding why fires start in the first place and putting planned measures in place to prevent them happening.
For cross-border FM: use the EN 15221 standards defining FM, its quality, processes, taxonomy, service level agreement. This standard includes the official European Space Measurement standard!
Practice makes permanent not perfect.
FMs MUST feel & know that they are being supported by their management.
FMs must know the business requirements of the occupants of the facilities that they manage and focus upon partnering with those occupants in improving the function of their business.
FMs must be provided with the capability to support their contractors and this means payment of invoices without delay.
FMs must have the availability to select and source from multiple contractors for the provision of services and have a method of establishing that value for money and services is provided.
FMs should not be lazy and expect the contractors to fund their deficiencies in management (a good/poor example is the requirement of some FMs for contractors to pay a fee to be on their selection database - this is fraudulent as well as lazy).
FMs must own the problems given to them until it is resolved to the reasonable and responsible satisfaction of all parties.
FMs must provide feedback to those who initialised a call.
Why not share your top tips? Send them to Liz Kentish the FM Coach coach@lizkentishcoaching.co.uk or call us on 01778 561326
Wednesday, 17 November 2010
Sunday, 31 October 2010
Top tips from people in your industry who have been there and done it!
Part Four - Becoming a skilled communicator
It’s communication which plays an important role keeping effectiveness and efficiency in services at different client places, spread over a large geographical area.
For our client this problem was resolved by a web based software application in place. This system helped in:
Communication between site office, regional and head office.
Improved serving customization at client place.
Improving business development and training systems.
Be proactive and be a good communicator. Keep your internal customer updated on any changes that occur.
The best piece of advice, not only to facility managers but to anyone who is looking for ways to be more effective is simple, communication is the key. Many times issues, problems or oversights can be managed and people are more understanding if they simply are informed of the situation and what has or is getting done to address it.
Communicate, Communicate, Communicate.
Continuous communication is critical...
Tell your customer when you're going to do something;
Tell them again whilst you're doing it;
Tell them again when you've done it
Any unforeseen delays or issues should be communicated as soon as possible with an amended completion date following as soon as confirmed.
Listen effectively... Only then will the FM be able to understand the client's pain areas and be able to help out in the effective way.
Be honest. People always prefer honesty to an attempt at hiding facts when things go wrong. Own up, and offer a solution.
Listen, Understand, connect and make a decision.
Everyone is a customer.
Not being one to believe the customer is always right, I do believe you should go above and beyond what is expected to make the customer happy.
Why not share your top tips? Send them to Liz Kentish the FM Coach coach@lizkentishcoaching.co.uk or call us on 01778 561326
It’s communication which plays an important role keeping effectiveness and efficiency in services at different client places, spread over a large geographical area.
For our client this problem was resolved by a web based software application in place. This system helped in:
Communication between site office, regional and head office.
Improved serving customization at client place.
Improving business development and training systems.
Be proactive and be a good communicator. Keep your internal customer updated on any changes that occur.
The best piece of advice, not only to facility managers but to anyone who is looking for ways to be more effective is simple, communication is the key. Many times issues, problems or oversights can be managed and people are more understanding if they simply are informed of the situation and what has or is getting done to address it.
Communicate, Communicate, Communicate.
Continuous communication is critical...
Tell your customer when you're going to do something;
Tell them again whilst you're doing it;
Tell them again when you've done it
Any unforeseen delays or issues should be communicated as soon as possible with an amended completion date following as soon as confirmed.
Listen effectively... Only then will the FM be able to understand the client's pain areas and be able to help out in the effective way.
Be honest. People always prefer honesty to an attempt at hiding facts when things go wrong. Own up, and offer a solution.
Listen, Understand, connect and make a decision.
Everyone is a customer.
Not being one to believe the customer is always right, I do believe you should go above and beyond what is expected to make the customer happy.
Why not share your top tips? Send them to Liz Kentish the FM Coach coach@lizkentishcoaching.co.uk or call us on 01778 561326
Monday, 25 October 2010
Top tips from people in your industry who have been there and done it!
Part Three - Planning Effectively
Be flexible when planning, be alert when operating.
Always be aware of the scope of services you're working within and establish this with your client unit and customer base as quickly as possible.
You'll establish credibility far quicker with your client unit and customer base by demonstrating awareness of the scope of services and being prepared to say no, than agreeing to everything and then having to go back afterwards and explain that certain requests are out of scope and as such can only be completed at additional cost outside the standard charge.
Many FM Service Agreements run to hundreds of pages but your Commercial Management function should provide an abbreviated "What's In What's Out" document which can be used as a quick reference document in Customer Meetings to confirm the scope of services.
Share your plan. People, including clients, your team, your boss and your suppliers, need to know what you are planning. If you don't tell them, they won't be able to help you implement it.
Flexibility and multi tasking.
Want to share your tips with other FMs? Send them to Liz Kentish The FM Coach coach@lizkentishcoaching.co.uk or call us on 01778 561326 - 07717 787077
Be flexible when planning, be alert when operating.
Always be aware of the scope of services you're working within and establish this with your client unit and customer base as quickly as possible.
You'll establish credibility far quicker with your client unit and customer base by demonstrating awareness of the scope of services and being prepared to say no, than agreeing to everything and then having to go back afterwards and explain that certain requests are out of scope and as such can only be completed at additional cost outside the standard charge.
Many FM Service Agreements run to hundreds of pages but your Commercial Management function should provide an abbreviated "What's In What's Out" document which can be used as a quick reference document in Customer Meetings to confirm the scope of services.
Share your plan. People, including clients, your team, your boss and your suppliers, need to know what you are planning. If you don't tell them, they won't be able to help you implement it.
Flexibility and multi tasking.
Want to share your tips with other FMs? Send them to Liz Kentish The FM Coach coach@lizkentishcoaching.co.uk or call us on 01778 561326 - 07717 787077
Wednesday, 13 October 2010
Top tips from people in your industry who have been there and done it!
Part Two - Building strong relationships with your team
Understand the meaning of the word DELEGATE and then do it.
Take care (a lot) before hiring a FM partner.
Be proud and honest in ALL your activities; the client isn't stupid or blind and your reputation goes before you in a very small world in which we all know the blaggers and that showmanship has won contracts....and say thank you - a lot! to your team, to your payroll, expenses clerks and all the people that push paper to keep your contract afloat, to the cleaners and the hospitality gangs (they all know when they get it wrong; everybody does!) so tell them when they get it right in a sincere way that they will value.
I've worked in FM for nearly 10 years now and the first manager I worked for was asked once what his secret was, his answer... "the 3 Ds" Decide, Delegate and Disappear!
Treat your vendors and contractors with the same respect that you afford your clients.
If you would like to share your tips of any aspect of people management in FM, contact Liz Kentish The FM Coach coach@lizkentishcoaching.co.uk or call us on 01778 561326 / 07717 787077
Look out for Part Three - Planning Effectively.
Understand the meaning of the word DELEGATE and then do it.
Take care (a lot) before hiring a FM partner.
Be proud and honest in ALL your activities; the client isn't stupid or blind and your reputation goes before you in a very small world in which we all know the blaggers and that showmanship has won contracts....and say thank you - a lot! to your team, to your payroll, expenses clerks and all the people that push paper to keep your contract afloat, to the cleaners and the hospitality gangs (they all know when they get it wrong; everybody does!) so tell them when they get it right in a sincere way that they will value.
I've worked in FM for nearly 10 years now and the first manager I worked for was asked once what his secret was, his answer... "the 3 Ds" Decide, Delegate and Disappear!
Treat your vendors and contractors with the same respect that you afford your clients.
If you would like to share your tips of any aspect of people management in FM, contact Liz Kentish The FM Coach coach@lizkentishcoaching.co.uk or call us on 01778 561326 / 07717 787077
Look out for Part Three - Planning Effectively.
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