Archive for November 2008

Service Level Agreement @ Kuala Lumpur

I was at Malaysia, Kuala Lumpur, to facilitate a workshop on Service Level Agreement for Facility Management. It was challenging as SLA is relative new to FM and to deliver in a manner simple to understand.





What about Service Level Agreement for Facility Management?

A Facility Management (FM) Service Level Agreement (SLA) is contract between the FM provider (internal or external) and the customers (organisation and its end users), where the FM provider states what they will provide for the customer. SLAs are important to support FM departments to operate as a value added function as they are as ever striving to improve their service delivery and reduce expenses.

SLA covers the types of maintenance, response times, installation support, services issues, and a host of facility-related services, so on and so forth, that will be required by the customers.

It is important to have SLAs implement for FM, for two reasons:

1. It provides clarity and certainty about the service levels expected by both the FM service provider and the customer. Whenever there is a doubt, they can refer to the SLAs to address their concerns.

2. It allows the FM provider to measure its own performance and improve itself over time.

Other areas about SLAs that we as FM professional need to be aware of are the main components in writing an SLA, the objectives, the guidelines in establishing an SLA and performance measurement.

I will update soon….

To Your FM Success!

Making a Difference in Facility Management……..

Respond to Comments – 4th November 2009

Comments from Mr C S Tan:

I’ve worked in the FM line for 26 years.

Right now many skilled FM graduates are not easily available. They are either skilled FM diploma holders now working overseas or engaged in other more lucrative jobs compared to the “Thankless” FM job. Our local state universities do not offer “FM degree” leading to difficulties in recruiting “locally qualified/recognised & respected” FM personnel. Most of them are either Real Estates/Building Science graduates.

For a start, it would be good to have someone to spearhead and to bring all the FM people together through member ship, have it accredited and recognised by the local government agencies and start offering recognised FM degrees. hopefully it will raise the status of FM jobs.

Hi Mr C S Tan, thanks for your very practical comments. I agree with you on the challenges in recruiting good FM personnel. Through my observations, FM professionals who do not have degrees can still be very successful. Some of them whom I know personally, they all possess common traits: Excellent Attitude, Flexible and Adaptable. 

In the past, in recruiting staff, it is common that most organisations would size up the applicants, first, based on their academic qualifications as consideration criteria. I am glad to know that, today, most MNCs are beginning to hire based on the professional credentials, that the applicants possessed, as a mark of the competencies that the professionals have achieved.

In elevating the profession of FM, it’s depends on each and every individual fellow FM practitioners to contribute, first, to his or her own organisation that FM can be a value added function and be a business advantage to the organisation.

The FM profession is relatively new, as compared to other professions such as architecture, project management, engineering, etc. I am glad that FMS Associates Asia Pte Ltd, in Singapore, has been appointed as the IFMA Approved Provider, in Asia, for it’s globally recognised FM credentials – FMP & CFM. FMS has started the programmes in July, 2009, and is running it’s 2nd batch of FMP (Facility Management Professional).

Sincerely, I really do look forward that the local fellow FM practitioners will come together, as a FM body, to have the profession of Facility Management recognised & accredited (in Singapore) by local government agencies and organisations.


To FM Success!

Making a Difference in Facility Management….

Respond to Martin’s Comments – 3rd Nov 2009

Comments from Martin:

Hi, nice informative site you have there.

I am new entrant to FM for almost 2 years. It would nice for me to formalised, cement my keen interest and grow in the industry. However, I find it hard to decide which FM Diploma course to take in the market where there are many varieties from local to overseas affiliated programs. Is there a major difference in the FM and PM program?

Can you advise me which is a good & best FM diploma course (recognised locally & overseas – in case need to venture oversea) to take?

Hi Martin, in answering to your question on”which is a good & best FM diploma course to take?”, it can be subjective. It depends on what FM career pathway you want to pursue.

 In my opinion, firstly FM course at diploma level can be challenging, especially for someone new to FM and for FM is a management discipline. It will be good for someone who intent to take on a diploma in FM to have experience and knowledge, at least, relating to built-facilities. FM is a diverse discipline that include also the knowledge of engineering, finance, management, etc, beyond bolts and nuts. The fundamental of the facilities systems need to be appreciated before learning and practising the integration of the diverse disciplines, in a proactive manner.

I will suggest that you do a search, online, on your ideal FM job’s requirement through “jobs search” , companies like,, etc on the job description and its requirement. From my experience, most MNC, USA, European companies tend to seek FM professionals with relevant credentials like Facility Management Professional (FMP), Certified Facility Manager (CFM), etc. Personally, I do have “Search / Head-Hunters” companies calling because of the FM credential that I have.  I believe that recognise professional credential speak of the person’s knowledge-based and competencies that he / she has achieved.

As for the difference between FM & PM, I presume “PM” refers to “Preventive Maintenance”, PM is part of Operation & Maintenance competency under Facility Management.

Martin, I hope that helps. Fellow FM practitioners, if you have advise or suggestions for Martin, please do so. This blog is all about learning and sharing to fellow FM practitioners. Together, we can elevate the profession of FM and help each other to be better.

To Your FM Success!

Making a Difference in Facility Management…..

Page 2 of 3123



Blk 1003 Bukit Merah Central #07-05
Singapore 159836
Phone: (65) 6100 3672