0042087 FM 4.04 - TASKS PDF

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FM 4.04 UNDERSTANDING FACILITIES MANAGEMENT SUPPORT SERVICES OPERATIONS

Table of Contents Introduction Review Aims and Objectives Support Services and options for delivery 

1.1

Typical range of services



1.2

Options for delivery



1.3

Cost effectiveness



1.4

Strategy relationship and preferred options

Identify requirements, manage and monitor 

2.1

Identify user requirements and understanding business requirements



2.2

Management and monitoring of Support Services to meet requirements

Understanding Importance of Health & Safety in FM Support Services Delivery 

3.1

Safety systems in management of Support Services



3.2

FM role within compliance/legislation and good practice

Understanding Management of Revenue/Operational Budgets in FM Services 

4.1

Determine, monitor and manage Support Service budgets

 4.2 Adverse budget variation and options for reconciliation FM4.04 Understanding Facilities Management Support Services Operations Introduction

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A fully considered and well-planned Facilities Management strategy is an essential element in underpinning the overall future investment in the University’s physical estate and the facilities services that support it. Planning for the future work of the department will encompass meeting the needs of the Academic Strategy and aims of the overall Estates Strategic Plan for this year and the future. Facilities Management is committed to the University’s values of quality, diversity and sustainability in supporting the experience of its students and staff across the three areas of the campus network. The Department is responsible for developing and maintaining the University estate and facilities services to sustain the positive perceptions of the institution’s customers and sector competitors. Therefore, it has been decided to undertake a thorough review of the support services operation in order to establish if there are more efficient ways of delivering the services.

Review Aims and Objectives: 

To ensure that the university campus network and estate infrastructure is maintained to a high standard, this being fit for purpose and able to support the institution in delivering its key goals and objectives.



To support the institution’s aim to embed sustainability principles within all future developments and enhance the flexibility of the estate and FM services.



To deliver high quality, best value, customer focused Cleaning, Catering and Security Services to all the Universities students, staff and visitors.

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1.1 Describe a typical range of services, which may be encompassed within Facilities Management in all sectors of the private, public and not-for-profit economy. 1

Facilities Management encompasses the development, co-ordination and

management of all non-cores, support services of an organisation, so as to assist the organisation in achieving its strategic objectives. The principle support services within FM are catering, cleaning, and security. Support services are to assist the people rather than the building although in the Public, Private and the Not for Profit sectors there are an abundance of support services available to support and add value to them. Under the Public Sector, organisations are bound to abide with the tendering process, which is governed by the Official Journal of the European Union (OJEU). When a contract exceeds the published threshold, it must be advertised in the OJEU. The legislation covers organisations and projects that receive public money. Organisations such as Local Authorities, NHS Trusts, MOD, Central Government Departments and Educational Establishments are all covered by the legislation Private and Not for Profit organisations where tendering is concerned, is more simplified with not having OJEU to comply with. Private companies such as Microsoft and apple answer to a board of directors so they will be given large budgets to gain the best service for the annual budget allocated. Not for Profit organisations will have a more scaled down version of contracts, and services being basic. This is because organisations that operate not for profit like, churches, charities, and institutions, depend on donations, and if people see them with extravagant outgoings the perception of the public may change, and there ethos is that as much as possible should go to the cause that they represent. 2Support services are often referred to as Soft Services, provided and managed by the Facilities Manager. The range is vast and may be added to as per the different types of organisation. Listed below is a typical range of services which may be used within Facilities Management across the public, private and not for profit include

1

http://www.ojec.com/

2

FM Desk Reference Wiggins J 201

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Soft Services                           

Private Sector

Meeting Room Bookings Conference Space Audio Equipment Mail/Post/Courier Service Asset Management Reprographics Services Stationary Purchase Publication Service Internet Switchboard Common Areas Signage & Legal Notices Helpdesk First Aid Service Occupational Health Service Building Services Fabric Maintenance Services Cleaning & Housekeeping Catering & Vending Security/Car Parking/Car Fleet Services Green Travel Services Hair and Beauty Services Sports/Fitness Services Library Services Residential accommodation Floral Services

              

Public Sector

Meeting Room Bookings Conference Space Audio Equipment Mail/Post/Courier Service Asset Management Switchboard Common Areas Helpdesk First Aid Services Building Services Fabric Maintenance Services Cleaning and Housekeeping Catering and Vending Security

        

Not For Profit Sector Meeting Room Bookings Conference Space Mail/Post Service Asset Management Stationary Purchase Signage & Legal Notices Building Services Fabric Maintenance Services Vending

The private sector will always have more services will always require more /better services then public and not for profit this is because they will have a larger budget to try and attract more business, and a better type business, as well as the fact that employees generally have higher expectations. The public company will not be as lavish as it will be scared of what the public perception might be. The main services will be different in the different types of companies

Public cleaning service Page 5

Cleaning wages regardless of the sector are more likely to be minimum wages. basic functions will be covered; however specialised areas may not be done as frequently as a private company. Health and safety laws are to be covered will work to a tight budget and will be one of the services looked at to make cutbacks. Private cleaning service . Above average staff, wages will still be Average cleaning product, also may be willing to use new technology and cleaning systems, may pay staff an above average wage with a company uniform and supply benefits such as free meals this helps with staff retention. COSHH and H&S will all be covered and staff will go through induction periods for safe handling etc Not for profit cleaning Staff may be on minimum wage and will have to try make cleaning product last as long as possible may work shift periods there may also be a high turnover of staff due to long hours and low pay all health and safety issues and COSHH will be covered. Public catering Companies in the public sector catering service will be average there will be a strict budget in place. There may be little or no subsidy on food purchased in the canteen area. Catering staff will be on an average wage, however unskilled kitchen staff are likely to be on minimum wages and therefore staff retention could be an issue. however all food regulations will be adhered to and regular inspections will be carried out by outside agencies. Private catering Companies in the private sector could provide free meals to staff or offer a larger selection such as restaurant style menu or even a delivery service of salads and sandwiches. They will have a larger budget then the other two types of services; they may be willing to buy better equipment for the catering staff. H&S and COSHH issues will be delt with and they will face inspections from outside agencies.

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Not for profit catering This organisation will have lower end catering it may just provide vending and coffee machine or just have a small canteen only open at certain hours it will still be inspected by H&S and still adder. to COSHH regulations, and all of the relevant food legislation.

Public security service Will operate a service that is suitable for the task in hand but will not provide too many extras. Could involve long hours on low rates of pay there will be things like CCTV in certain areas but will also contain visual inspections of areas of less importance will be covered by SIA and H&S laws Private security service Will operate a high-end service that will look after all areas such on site, car park and surrounding areas. Smart uniforms as they need to set a good standard, as they will be the first thing people see when entering the building. Paid a good wage to stop moonlighting, which is a common problem with security work, due to the shift pattern. Will be covered by H&S laws. Not for profit security service May only employ a night shift to carry out patrols and monitor alarm systems however some not for profit may have to have a large security presence depending on their cause organisations such as help for heroes may require a large security presence against Muslim extreme groups. They will only be paid an average wage with not many benefits. Will be covered by H&S legislation (SIA licensing for officers).

Front of house Page 7

Seen as the shop window to your organisation, the service will also be different at each organisation. Public front of house Should offer a service, which fits the budget of the organisation so I would expect to see things like, a security presence, a help desk and a smart clean reception area. Private front of house Certain companies in the private sector will spend a lot of money on front of house. All to set the right appearance they will provide things like, personal escort service to the client you are there to meet. A car park attendant and even extras such as dry cleaning collection and drop off. Reception staff will be on an above average wage and will be pleasant and polite at all times. Not for profit front of house This organisation may not even have people at reception it may be self-help like an index with the office names on it. It may have a reception desk to issue directions. The security desk may double up as the reception desk staff will look smart in a provided uniform and be on an average wage.

1.2

Explain the different options for the delivery of support services.

It is important that the delivery option decision be considered carefully and that the chosen activities and resources are the “right” ones. The decision may be made to source “in house” with the use of direct labour or outsource with contractors and specialists or the use of a Managing Agent or Management Contractor. It could be a mixture of both self perform and externals and the use of the intelligent client bridging the gap between the organisation and the customer. The FM delivery function is actually to work alongside the core business (and therefore University) strategy. University strategy is to deliver education to the students via the lecturers – therefore FM is to support these through delivery of services. Page 8

There must be procedures in place to test the market and benchmark services to maximise the use of limited resources. If this procedure is not thought out properly it could affect the company very badly this could be financial or job cuts, worst cast it could send the company in to liquidation. Benchmark all different options or if out sourcing do it in stages and test the water. In-house Dependant on the services that are offered and the number of sites and their locations will govern the structure of the in house team. The in house option of directly employing its own staff across the whole range of services must be compared against the cost of any other Facilities Management strategy model. In some companies, it may be necessary to have all the services in house due to location, security or specialist reasons. Outsourced The main reason for considering the outsourced approach may be the specialisation and expertise offered by the supplier, in delivering certain services to a standard you require or a price that is right for you. Alternatively, you do not have the recourses /workforce to carry out this task. Outsourcing recognises that there are alternative services, which are deliverable in varying ways. Evaluating which is the best option could ultimately force the decision to outsource or not. The company objective may be to reduce costs or reduce the work force. Outsourcing some of the non-core business functions allows the company to concentrate more on core business. Single Service Package Single Service Packages are a standalone contracts specific to one service. There will be different contracts for cleaning, catering and security etc. There are many contractors to choose from, all of which can provide expertise in different areas and at different standard all dependent on cost.

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Bundled Services Contracts, which are grouped together, are called Bundled Services, where a contractor supplies more than one service under one package. Cleaning, catering and security for example could be supplied under one “Bundled” package. If this is bundled correctly, this relieves pressure on the company and could save money.

Total Facilities Management (TFM) Total facilities management is where a service provider takes responsibility for the delivery and management of all required services on the behalf of your organisation. The integrated nature of Total facilities management will often provide both cost, operational and performance efficiencies.

Public Private Partnership (PPP) &Private Finance Initiative (PFI) This is a Public Sector long term contractual arrangement with a private sector companies in partnership with the government to design build and operate an asset Page 10

such as a school or hospital for example these are normally long contracts over a 25-year period and changing the contract can be very expensive Managing Agent The managing agent acts as a link between the client and the contractor and does not carry out any of the services. The agent will manage, oversee and monitor the services, which are being delivered to the organisation.

1.3

Explain the cost effectiveness of the various delivery options.

Support Services and Options for Delivery All support services provided whether internal or external need to be subject to review. There should be procedures to test the market, benchmark services and maximise their use. There are a number of ways in which a Facilities Manager can deliver support services to an organisation providing both advantages and disadvantages in the supply and its cost effectiveness can be taken into account. In House Dependant on the services that are offered, the number of sites and their locations will govern the structure of the in house team. The in house option of directly employing staff across the whole range of service provision must be compared against the cost of any other FM strategy model. In some organisations, it may be necessary to have services in house due to security or commercial reasons. Advantages This type of support enables the organisation to have total control over the work and close alignment with the core business. Keeping in house enables continuity for staff and service delivery. The organisation may have invested heavily in its existing services and therefore may not want to move to out sourcing. There may be dissatisfaction with the external market supply or that the type of service required may not be available.

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Disadvantages The support service can be inflexible, slow and difficult to change. The organisation may experience costly charges to keep the staff trained and competent in carrying out its role. There will be a lot of management time required as direct staff require appraisals, training and career development programmes. Sickness, leave cover and recruitment can also be a problem with this type of service delivery. Moving over to out sourcing may incur costs for funding a staff redundancy programme, however, with Transfer of Undertakings (Protection of Employment) Regulations TUPE it would alleviate it and uncertainty over liabilities with the transfer of staff arrangements to an external provider. The organisations core business may come into question if the services are disrupted or fail. 3 Cost Effectiveness Not cost effective due to the cost of extra staff and to manage them and administrate them eg wages national insurance etc, the cost of finding extra staff whilst people go sick or maternity leave. However on the other hand it can be viewed as cost effective as VAT cannot be charged on an in-house service… Outsource The organisation can concentrate on normal core matters by outsourcing the business non-core activities. Appropriate planning and review arrangements as well as procurement procedures for the support services must be applied. Advantages Out sourcing gives, the organisation more options on choosing support services from a competitive market. It enables powerful opportunities for change through innovations that outside specialists can bring. Efficiency of the business is increased by levels of systems and technology brought in and the flexibility needed to accommodate fluctuations in demand. In house managers’ time is better utilised by

3

http://www.out-law.com/page-448

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transferring some operational responsibilities to the service provider. Services personnel are readily available to cover absenteeism and illness. Disadvantages Choosing service providers on price alone as the service quality can significantly affect cost-effectiveness. Strategic management control of the key support services may be lost within out sourcing arrangements. The right information, management commitment and expertise must be provided for the organisation to fully benefit from the support services procurement process. Feelings of loss of control could be felt by management as someone else is looking after your services and may have a different vision for there future. Cost Effectiveness Profit and overhead required by outsourcing service provision can be offset by the providers buying power and expertise. Outsourcing could save money or be cost neutral. Single Services Single service is separate contracts for each service line, i.e. one contractor for catering and another contractor for cleaning and so on Advantages of Single Service Package The suppliers of a single service are specialists in their particular field and expert in delivering a fine service, which is relevant to the organisational needs. A single contract is more easily controlled. Disadvantages of Single Service Package There can be a lack of staff development within smaller contracts and a potential loss of good staff to other sites run by the contractor. Single service packages require a lot of separate monitoring. Cost effectiveness of Single Service Package
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