QUALITY MANAGED FACILITIES

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QUALITY MANAGED FACILITIES

Martin Brown Keith Alexander
4FM LLP is a Limited Liability Partnership and
the service support partner to the Centre of
Facilities Management (CFM)
www.blog4fm.wordpress.com
QMF by 4FM is licensed under aCreative Commons
License.
4FM January 2008
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4fm is the service partner to the Centre for
Facilities Management
Assessment Assessment and support for the
Quality Managed Facility award for your
facility Facilitation Experienced facilitation
for your fm activities, improvement and change
programmes Support Leading edge support for
your fm organisation through consultancy and
knowledge transfer programmes Mentoring Training
, coaching and mentoring programmes for your fm
organisation
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4fm is the service partner to the Centre for
Facilities Management
4FM Services include Quality Managed
Facility Servexel Community Based Facilities
Management (CbFM) Collaborative Working Seminar
Series FM Market Intelligence FM Futures
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quality managed facilities - background
Facilities Management (FM) is the processes by
which an organisation plans, delivers and
sustains excellent support services in a quality
environment to meet changing strategic business
objectives at best cost (CFM, 2002).
Facilities Management (FM) is largely
considered as a support service by most
organisations, because the difficulty of the
assessment of the contribution of FM to the
value-chain(Hinks, 2000).
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quality managed facilities - background
Quality Managed Facilities is a powerful model to
link facilities management to strategic business
needs. Quality Managed Facilities is able to
demonstrate the contributions of facilities
management to business excellence,
differentiating from others factors such as human
resource management, IT etc. By addressing
business needs and adapting all FM activities
towards business activities, FM increasingly adds
value and contributes to sustainable business
success.
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quality managed facilities - overview
 
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quality managed facilities - principles strategy
process - performance

• Strategy
• facilities add value to organisations and are
  aligned to strategic objectives
• leaders develop and facilitate the achievement
  of fm values and strategy
• excellent service is sustained and all customer
  needs anticipated

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quality managed facilities - principles strategy
process - performance

• Process
• responsible approaches to society and
  environment are demonstrated
• relations with users ensure continuous
  improvement
• facilities teams are competent, qualified and
  well trained

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quality managed facilities - principles strategy
process - performance

• Performance
• available resources are deployed to maximum
  benefit
• performance compares with the best
• recognition as an excellent enterprise and seen
  as market leader

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quality managed facilities - protocol

• QMF is facilities based
• QMF is a collaborative framework
• QMF assessments, awards and recognitions are
  made in the context of facilities and not
  individual organisations or buildings

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quality managed facilities
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quality managed facilities and the EFQM
EFQM is a registered trademark
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quality managed facilities
Service delivery excellence, in respect of
customer, people, society and performance
results, is achieved through leadership, people,
partnerships and resources aligned to a sound FM
strategy that itself is aligned to the
organisations business objectives
A Be CFM online guide to facilities management
and construction collaboration
Recommendation Adopt a built environment
collaborative improvement framework such as the
Quality Managed Facility
www.abecfm.com
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quality managed facilities holistic framework
Like the EFQM the QMF model is a Framework for
FM excellence covering key aspects of fm
Facilities Management (FM) is the processes by
which an organisation plans, delivers and
sustains excellent support services in a quality
environment to meet changing strategic business
objectives at best cost (CFM, 2002).
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quality managed facilities
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quality managed facilities QMF assessment route
Awareness
Awareness session, introduction and assessment
arrangements dates
Commitment
Statement of commitment to QMF principles by all
facilities stakeholders
Planning
Visits from 4fm to assist in soft and hard data
collection
option
Submission
Submission of written documentation of how the
QMF principles are being addressed
Assessment
Assessment against QMF principles and criteria by
4FM team Site Visits to verify / clarify
submission
Feedback
Feedback of assessment level of award/areas of
strength/areas for improvement
Award
Award of certificate and plaque
Learning
QMF Users Forum learning and sharing / cop
option
Re-Assessment
Annually, or following significant change to
facilities
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quality managed facilities QMF assessment route
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quality managed facilities QMF assessment
submission

• For each principle the facilities management
  team record
• Strategy and Approaches
• Deployment
• Achievements
• Results
• ie the facilities management story

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quality managed facilities QMF assessment

• Key Elements
• Confidentiality assessors sign agreement
• Consensus team view on assessment
• Robust sound process
• Evidence based
• FM Alignment with Business Objectives

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quality managed facilities QMF assessment -
consensus
For each principle each QMF assessor is to
assess   Areas of Strength Areas for
Improvement And score Strategy aligned to
business needs Approach aligned to
strategy Deployment is collaborative Improvement
, through measurement and learning Results are
understood and used And reach consensus with
other assessors in the consensus review meeting
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quality managed facilities QMF assessment -
evidence
Evidence Evidence Evidence
Evidence
Anecdotal
Comprehensive
Questionable
Believable
Compelling
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quality managed facilities QMF assessment -
scoring
For each principle
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quality managed facilities QMF assessment
award level

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quality managed facilities QMF assessment site
visit

• Site Visit
• Verification of assessment queries
• Clarification further information to
  substantiate
• New Material in place at date of submission
• Evidence check
• Re-Score

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quality managed facilities QMF assessment
report

• Assessment Report
• Executive Summary - overview
• Areas of Strength recognition of QMF
  excellence
• Areas for Improvement areas to address
• QMF Award Band
• Recognitions those involved

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quality managed facilities QMF
benchmarking internal and external
Strategy
Process
Performance
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quality managed facilities QMF Learning
Sharing CoP community of practice
We can share with Areas of Strength
We need help on Areas for
Improvement
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The 1st QMF Award
Integrated Facilities Management at Belgrave
House

• The largest development completed in West End
• 26,000 m2 approx. Multi-tenant
• Developed by Grosvenor and JER Partners, property
  agents Nelson Bakewell, facilities managed by
  Covion.

The Centre for Facilities Management has made
its first Gold Quality Managed Facility award to
Belgrave House, the new 25,000sqm office
development in London. Elliott Chase on
Wednesday 23rd February 2005
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QMF Assessment
The QMF process that has been developed by CFM/
4FM represents a very thorough audit of
facilities and the infrastructure that has been
set-up to operate and maintain these to the
highest possible standards. We believe that the
award demonstrates a commitment to achieving best
in class standards on a sustained basis and we
are delighted to have worked with CFM to achieve
the gold award at Belgrave House in London. We
are now looking at how we roll-out this standard
across all of the major facilities that we
support. Frank Rodriguez, Director Covion
The building, its management processes and
systems, and integrated service operation meet
stringent quality criteria, and we are confident
that the occupants will be supported to the
highest standards. Prof Keith Alexander,
Director CFM
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Typical QMF Timescale
Stakeholders self-assessed integrated facilities against the excellence criteria 1-17th August
Feedback report sent 11th August
Excellence reviewed 12th August
Assessors visited the organisation 18th August
Decision made 06th September
Award declared 14th September
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X, Y and Z
Your QMF facilities award