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

Hi, I was away on 9th (Singapore’s National Day) & 10th Aug, to be with a group of wonderful learners, in Malaysia, doing a 2 days workshop on “Managing SLA in Facilities During Tough Times”

We had a great time of learning and sharing. Some pointer shared are:

• know what FM is, in accordance to IFMA definition & its core competencies (in a very short time)
• know the benefits & why SLA for FM
• SLA may be a potential strategy to transform what FM often viewed as cost centre to PROFIT Centre.
• The importance to be mindful of the Critical Success Factors to support, the KPIs in supporting the core business functions and enabling them to successfully align with the business objectives and goals.
• In tough times, FMers ought to be flexible and adaptable to change. Know that FM is a management discipline….beyond the bolts and nuts.
• Important: What not measured cannot be managed

I like to thank the following wonderful, fellow FMers and learners, for being so participative and supportive towards the success of the workshop:

• Sabri, Rafi, Reza, Nelson, Moly
• Krishna, Anto, Ibrahim, Faizal, Izwan
• Karam, Elly, Rai, Alif, Shariri & Vanz

To Your FM Success!

Steven Ee

Making a Difference in FM…..

Thanks to those who mentioned to me to put up my social network involvement.

Currently, I’m inolved in LinkedIn and you can find my involvement through facebook, under FMS Associates Asia Pte Ltd,  http://www.facebook.com/pages/Singapore-Singapore/FMS-Associates-Asia-Pte-Ltd/119871544709748 .

Those of you who are in LinkedIn, let’s get connected. For those who wish to receive monthly newsletter relating to Facility Management, please log on to http://www.fmsolutions.biz/Newsletters.html to sign up. There are many good and valuable information there about facility management.

To Your FM Success!

Steven Ee

……making a difference in FM

Hello to ALL!

This blog is still live. Thanks to those who concern and feedback…..

I’m back and I will catch up with where I’ve stop. Yes, it’s been a long while and I’m excited to share the experiences and learnings that I’ve been through over the last months.

A good friend of mine, David Cassavant, from the USA, shared with me his recent teleseminar on ”The Swine Flu Pandemic: Urban Myths and Real Solutions for Preparing Your Business”. He has sent me the recorded teleseminar and its power-point slides. Here is the link: www.wpsac.org/swine 

Enjoy! I will catch up soon.

To Your FM Success!

Steven@stevenee.com

“Making a Difference in Facility Management….”

Hello, I know it’s been a long silence…..one reason is because I was involved in the FM2009 Conference jointly organised by Ahrals & IFMA-Singapore Chapter. Thanks for your concerns.  I will catch up with the questions posted to me.

As a Speaker   

As a Moderator for Panel Discussion

It was a good learning experience from the FM experts which include representatives from the BCA, NUS, SIArch, Premas, CPG, Temasek, and well known private organisations. The theme was “Managing Through the Economic Crisis” , which I thought is timely and appropriate for FM professionals to get together to learn and share.

Topics delivered include:

- Overcoming financial challenges in managing facilities efficiently

- Looking into the benfits of otsourcing facilities

- Sustainable facility management for improved profit and improved CSR

- Facilities Management of PPP Projects

- Global solutions for strategic property and facilities management

- Understanding the responsbilities of facilities managers under the Worksplace Safety & Health Act

- Holistic approach in designing of physical protectio system

- Security solutions that enhance FM

- BCA Green Mark guidelines for existing buildings

- Performance benchmarking and best practices for facility construction projects

- Paving the way forward for intelligent facilities

- Green solutions for a “Sustainable Tomorrow” faciities

From the topic current topics of interest also indicates the trend of FM as we are experiencing the financial crisis.

Catch up soon.

To Your FM Success!

steven@stevenee.com

“making a difference in facility management….”

Hello FM Practitioners,

Welcome back to this blog. In responding to enquiries about information on IFMA credential programs - FMP & CFM, I have created a slide show. The presentation will explain briefly the credential programs, their entry requirement and the competencies covered. Also, the presentation shows the learning environment that participants will undergo.

Please email this link to your colleagues,friends, whoever who may be keen in FM credential programs.

Keep your questions, queries coming. I will do my best to cover them.

To Your FM Success!
steven@stevenee.com

Making a Difference in Facility Management…..

We believe it to be the latter - but only if done correctly. If you benchmark, remember these rules:

• Understand how and why a partner organization uses the established benchmark
• Not all benchmarks are applicable for your organization
• If you benchmark, full disclosure is the rule.
• When benchmarking, compare apples to apples, not apples to oranges.
• Don’t benchmark dollars, benchmark processes (the dollars will follow)

• Operating costs
• Utility costs
• Percentage of workorders closed on time
• Planned maintenance versus reactive maintenance
• Janitorial costs
• Cubicle size per employee (title / function)
• Utilization rates
• Occupancy cost / square foot (or by employee)

One of the great advantageous of benchmarking is its ability to challenge traditional approaches and structures in an organization. As a consulting firm, we often devise new processes that are met with resistance from the client. To erase the resistance (or fear?) we use examples of best in class organizations that have implemented the process we are discussing. It amazing how quickly the resistance fades once a client realizes that others are using this process with success and may even have a competitive edge because of it!

One way resistance manifest’s itself is through excuses. Sometimes these excuses are legitimate. For instance, most people (and as a result, organizations) attempt to justify poor performance through variables that deviate from the benchmark case study. For instance, if a gap analysis identifies a potential 27% cost savings in janitorial, but the client resists the data because they have correctly identified a variable. Their facility is comprised of 12,000 square feet more vinyl flooring than the subject facility. Of course, vinyl flooring is more expensive to maintain and a legitimate variable has been discovered. This variable caused a “false positive” that should have been accounted for and removed so the objection can be minimized.

The key: Compare apples to apples, not apples to oranges. When you have established a baseline (your costs) and you find a best in class target, find out what they do, how they do it and who helps them do it. You now have a means to copy the best in the business and reap the rewards without all the hard work.

Why is benchmarking so important?
It’s been said that if you can’t measure it you can’t improve it. If you don’t know where you’re at, you won’t know if you’re going in the right direction. If you don’t know where you’re headed, any destination looks as good as the other. A benchmarking analysis will provide you with a baseline of where you are at and a goal for achieving best in class performance. Without benchmarking you cannot truly move towards a culture of continuous improvement.

How do you Benchmark
A lot of work goes into a benchmarking study, but to summarize the sequence of events, follow these seven steps:

To Your Success!

steven@stevenee.com

Making a Difference in Facility Management………..

For information.

As you read, you may want to relate to Singapore and South-East Asia regions on how relevant facility management is to these regions….

Press Releases

For Immediate Release
Andrea Sanchez
IFMA
1-713-623-4362

Date Posted: April 17, 2007

CHINESE GOVERNMENT RECOGNIZES IFMA AND FACILITY MANAGEMENT

IFMA Partners with Yingbiao Human Resources Development to Deliver Education

The International Facility Management Association (IFMA) today announced formal recognition from the Occupational Skills Testing Authority (OSTA) of the Ministry of Labor and Social Security, People’s Republic of China (PRC), to provide facility management education in China. OSTA awarded IFMA the certifying document bearing the PRC’s official seal, a prerequisite for providing certifiable education. The OSTA document also signifies that the Chinese government recognizes facility management as a distinct discipline and career pursuit.

Yingbiao Human Resources Ltd., a company recognized by OSTA, will be IFMA’s contract bureau and education partner in the PRC. IFMA and Yingbiao signed a partnering agreement in Beijing in July 2006.

Preparing to enter the Chinese market was a four-year process, including several visits between North American and Chinese delegations, educators and subject-matter experts.

Initially IFMA and Yingbiao will provide a series of courses in China based on the nine core facility management competencies IFMA has identified and developed since introducing the competency-based Certified Facility Manager credential in 1993. All facility management competency courses and supporting materials have been translated from English into Chinese and adapted and customized to fit Chinese culture and business practices. Those successfully completing a course will receive a special certificate for that competency. Certificates will be written in both English and Chinese. The nine facility management competencies are: planning and project management; real estate; leadership and management; finance; operations and maintenance; quality assessment and innovation; human and environmental factors; communication; and technology.

Yingbiao also will present IFMA’s comprehensive Business of FM course at selected times and locations throughout China. The course covers all aspects of facility management and demonstrates how good facility management practices enhance the value of the organization’s physical, human and intellectual assets. It also covers how the facility function can become more visible and achieve greater recognition by all stakeholders in the enterprise—from owners, to co-workers, to customers. The Business of FM course has been tremendously successful in North America, Europe and in other parts of Asia.

“Recognition from the PRC government in Beijing is a significant milestone for IFMA and the facility management profession,” said David J. Brady, IFMA’s president and chief executive officer. “China has the world’s largest population and a robust expanding economy. There is new construction everywhere—factories, office buildings, airports, hospitals, schools and other facilities are coming online in staggering numbers. The need for facility management knowledge, training and benchmarking is commensurate with this rapid expansion. IFMA’s partnership with Yingbiao is an effective way to provide educational content and to connect facility management professionals in China with their counterparts around the world. Certified courses addressing specific needs are the best way to begin and build the relationship.”

Additionally, among other China-related responsibilities outlined in the IFMA – Yingbiao agreement, Yingbiao will administer IFMA’s Certified Facility Manager and Facility Management Professional credentials; recruit individual and corporate members for IFMA; promote the importance of facility management education and its contributions to performance; and help safeguard IFMA’s intellectual property. IFMA is the largest and most widely recognized professional association for facility management, supporting more than 18,500 members. The Association’s members are represented in 125 chapters and 15 councils in 65 countries worldwide. Globally, IFMA certifies facility managers, conducts research, provides educational programs, recognizes facility management degree and certificate programs, and produces World Workplace, the largest facility management-related conference and exposition. For more information, visit www.ifma.org.

Yingbiao, an independent legal entity in the field of education and training, is committed to the introduction and promotion of various international professional qualifications and is entrusted by the Occupational Skill Testing Authority of the Ministry of Labor and Social Security, People’s Republic of China. Yingbiao is the official examination office for Sino-British vocational qualifications and has experience with other international vocational certificates in China.

Isn’t it time that Singapore and South-East Asia region also recognise facility management?

To Your FM Success!

steven@stevenee.com

Making a Difference in Facility Management….

It’s been a long silence. I was away during the Chinese New Year period, in open water. No calls, no internet ….that’s holiday.

OK, I’ve got enquiry about the global FM professional bodies and I like to share first in Part I relating to the ties between IFMA, BIFM, FMA taken from IFMA Press Release. Enjoy reading….

IFMA Strengthens Ties to BIFM, FMA Australia

For Immediate Release
Andrea Sanchez
IFMA
1-713-623-4362

10/29/2008

The International Facility Management Association has renewed its Partners in FM Excellence agreements with the British Institute of Facilities Management and the Facility Management Association of Australia. Representatives from the three groups signed the new agreements at an Oct. 16 press conference during IFMA’s World Workplace 2008 Conference & Expo in Dallas, Texas.

Originally signed in 2004, the new agreements call for collaboration between the organizations on services, standards, research, professional development and advocacy. The agreements also expand upon the benefits available to the membership of each organization.

“Bringing our individual strengths together as one provides considerable benefits to our combined 30,000 members and helps advance the FM profession globally,” said John McGee, MBA, chairman of the IFMA board of directors. “We look forward to seeing major, positive impacts on the built environment coming from our shared efforts — those that impact sustainability, global research and knowledge sharing.”

David J. Brady, IFMA president and CEO, and McGee signed the agreements on behalf of IFMA; Ian Fielder, BIFM CEO, and Iain Murray, chairman, signed on behalf of BIFM; and David Duncan, FMA Australia CEO, and Andrew McEwan, chairman, signed on behalf of FMA Australia.

“Renewing our Partners in FM Excellence agreement with IFMA confirms a strong relationship based on teamwork and trust,” said Fielder. “Our respective memberships benefit through this collaboration and access to the member area of each organization’s Web site. I look forward to working with Dave Brady and his team for the benefit of our members.”

“Some four years ago, the IFMA, BIFM and FMA Australia boards of directors had the foresight and initiative to enter into Partners in FM Excellence agreements,” said Duncan. “Now, their legacy is alive and well and will ensure many more value-added services and other benefits accrue — today and in the future — for our combined memberships.”

For more information about IFMA’s strategic partnerships, visit: www.ifma.org/strategic_partners.cfm.

About IFMA: IFMA is the world’s largest and most widely recognized international association for professional facility managers, supporting more than 19,500 members in 60 countries. The association’s members, represented in 125 chapters and 15 councils worldwide, manage more than 37 billion square feet of property and annually purchase more than US$100 billion in products and services. Formed in 1980, IFMA certifies facility managers, conducts research, provides educational programs, recognizes facility management certificate programs and produces World Workplace, the world’s largest facility management conference and exposition. For more information, visit the IFMA press room or www.ifma.org.

About BIFM: The BIFM is the “natural home” of facilities management in the UK. Founded in 1993, the Institute provides information, education, training and networking services for over 12,000 members — both individual professionals and organizations.

The Institute is inclusive, working across related disciplines and forming alliances with like-minded professional bodies. Increasingly international in outlook, the BIFM is a founding member of both EuroFM and Global FM.

BIFM’s members are responsible for many of the services that support business and other organizations, including business continuity, health and safety, space planning, energy management, maintenance and catering.

For more information, visit www.bifm.org.uk.  

About FMA Australia: Since FMA Australia was established in 1989, the association has seen significant growth, with branches in New South Wales, Victoria, South Australia, Western Australia, Queensland and the Australian Capital Territory.

FMA Australia provides a range of member services including networking and professional development opportunities and a national annual conference, ideaction, including the opportunity for members to develop special interest groups associated with particular expertise or sectors of the facilities management industry.

Through taking a leading advocacy role on behalf of its members, FMA Australia:

•represents the interests of the profession and industry to government and regulatory bodies;

•encourages the development of university courses in facility management;

•and promotes the facility management profession to senior management and the media to increase understanding of this important area across business and the wider community.

End 

Next, I will share on the credibility and recognition of IFMA credential programs, in anwering another of query received.

Keep questions & queries coming in. This blog is dedicated to FM practitioners. Take whatever information that is useful. 

To Your FM Success!

steven@stevenee.com

Making a Difference in Facility Management

Some of you may have noticed, when attending my training, that I mentioned at the start that “I tend to agree with your disagree”. That was intended to preframe that my comments and solutions are suggestions for consideration. No one FM practitioner is expert in all things. That is why I encourage networking among FM practitioners and emphasise the need and tremendious benefits of helping & sharing (pushing & pulling) one another, together everyone achieves more ( 1 + 1 = > 3).

As to disagreeing without being disagreement is something which I thought as FMers we need to learn. Especially, how we present our views will determine how we are perceived by our fellow colleagues, the internal customers and the management.

As a facility management practitioner, at times we will need to present alternative opinions and disagree with people. It comes with the job! Of course you can use the power of your position to force through an opinion through. You might win few times with these tactics (if you are in senior management position).

However, in long-term effectiveness, it depends on how you handle disagreement. In my opinion, you can do that by focusing your disagreement on the issue, not on the person with whom you are disagreeing. For example, you may make the distinction by saying something like “Kevin, I respect you and your work. However, I must disagree with this (decision, process, conclusion, etc), and this is why…..” 

In facility management, we will be far more sucessful if we do not create enemis when you disagree with people. When we create an enemy, that person may spend time, energy and perhaps using his / her influential power to retaliate.  When that happens, we will likely need to respond, zapping our time, energy, and brain cells from far more important matters.

Do not mistake being nice for being weak. As we go higher in an organisation, we will find many nice people too. Most of them got there by building relationships, not destroying them, and few would call these people weak.

Just to share this good learning as I learnt it from Bruce Hyland and Merle Yost. I thought it will be good to write on how to “Handle Challenging Facility Management Customers”, which can come in handy, with solutions / strategies in handling, so as not to be taken off guard :)

Until next time, To Your FM Success!

steven@stevenee.com

Making a Difference in Facility Management………