Facility Management

The Objectives of Service Level Agreement (SLA)

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!


Making a Difference in Facility Management….

Common Challenges faced with FM Customers’ Expectations

In today’s competitive and dynamic business environment, facility management services are faced with more critical and demanding than ever. The effectiveness and efficiency of the facility management services and their ability to deliver the expected quality of services contribute a major role in meeting organisational’s interest and customers’ needs (also mean end-users)

In many cases, the common challenges faced are such that customer expectations are not communicated well and services level agreements were poorly defined, or not done. Also, the customers my have unrealistic expectations with what the Facility Management department can achieve given the staffing and financial constraints which the facility management department is expected to operate. In most cases, there are no means of reporting tools to measure the effectiveness of the quality of the Facility Management department’s service deliveries to the customers. As a result, many Facility Management departments were unable to establish what “Customer Satisfaction” should be based on and unable to establish the  measurement for success for their facility management services delivery.

To overcome these challenges, the facility managers must proactively manage their service delieveries to ensure they are cost-effective, meeting the expected quality and atisfying their customers. The solution is to establish practical and reasonable agreed service levels with customers and to set reasonable measurement and reporting system. One of the effective tools to adopt is the use of an Service Level Agreement (SLA) to clearly define the customers’ expectation and to service as a guide to determine priorities, response time and measurement criteria. That will enable the Facility Manager to effectively manage the performance of the Facility Management department.

In my next few writings, I will share on how Service Level Agreement can be implemented for Facility Management.


Making a Difference in Facility Management…..

What can we learn from the Financial Crisis that can be applied to Facility Management?

Shortly after I post the earlier writing on “Financial Crisis and FM”, I receive queries about “how then can learning from the causes for the financial crisis be applied to facility management?”

Great! That’s challenging and sets my mind thinking….I will briefly share my opinions

The banks / financial institutions were “narrow” in their strategic plannings. I believe they felt that by being lenient in lending (even >100% loan) will attract more customers, thus thought they will earn from the interest. You know as well as I do that one main reason that caused the collapse was that the people (lenders) cannot make payment as such caused the system to collapse. That’s simple.

Lesson learnt:

The banks – financial institutions:

  • took a narrow views on the potential gains from charging interest.
  • did not consider CONSEQUENCES! Were the customers QUALITY customers?
  • did not consider long-term for the people, their organisations, effects on its own country & globally.
  • greed took control – now they are not able to digest what they “consumed” from the leniency of loans.

What about that which can be applied to FM?

  • when selecting service providers or vendors, think CONSEQUENCES. Qualify if they are reliable vendors / contractors. Not appointing them just because they are the lowest quotes.
  • Qualify the QUALITY of the vendors / contractors. Verify their people’s abilities, skills, experience, behaviour, etc, besides their financial capbilities…
  • Low cost does not necessary equal to value add.  Ascetain clarity as ambiguities may lead to variation costs, rework, overrun of schedule-resources.
  • Do risk identification and analysis.

In situational planning, consider always the 4-legs of enterprise: Productivity, Innovation, Quality and Safety. These are reasonable and practical guides to ensure effective and value added services provided by facility management.

To Your FM Success!


Making a Difference in Facility Management……

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