Steven Ee’s Blog for FM Practitioners

For the next few writings, I will respond to some of the concerns raised by participants during the recent workshop on “Managing Service Level Agreement in Facilities during Tough Times”.

My opinion why companies would want to outsource the FM and support services is as follow:

• Too much time spent on reactive maintenance
• HIgh employees turnover
• Low customer service
• Budget out of control
• Lack of skills in managing and executing the FM activities
• Lack of tasks priorities
• No way to measure performance
• Unable to project manage change implementations
• Unable to register asset (monitor & track)

Why outsourcing fail?

Organisations outsourced because of:

• cost savings alone
• getting rid of jobs the staff don’t understand or don’t want to take responsibility for
• believing that major changes will happen right away
• Poorly defined goals and measurement means
• lack of communication between service provider and client

There are so much that we can discuss on concerning outsourcing. Keep the questions coming so that we can share on this blog.

To your FM success!

Steven Ee

Making a difference in FM…..

www.fms-1.com

www.fmsolutions.biz

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!

steven@stevenee.com

Making a Difference in Facility Management……..

First, I like to thank those who are following this blog and pushing me on. This blog is really dedicated for facility management practitioners and those who have interest in facility management and I’m glad that some of you find it useful and informative. Likewise, I benefited a lot through the questions asked and issues raised pertaining to FM. That set my mind thinking. Also, I get to know few new fellow FM practitioners from this blog.

OK, from my last post, one wonder what are the objectives of SLA? The objectives of establishing SLA for FM are to:

• Provide formal records of FM obligations towards its customers (end users) and suppliers.
• Eliminate the gap in expectations between FM department, its suppliers and its customers.
• Establish direct channels of communication. FM services are to be through FM department’s designated staff.
• Establish clarity and certainty.
• Stimulate a sense of responsibility in both the FM department (including its suppliers) and its customers.
• Increases insight into costs.
• Creates a clear understanding about the package, quantity and costs.
• Demonstrates added value to its organisation.

I will elaborate further on what Service Level Agreement (SLA) is about and how relevant it is to facility management. Please feel free to comment….

To Your FM Success!

steven@stevenee.com

Making a Difference in Facility Management….