FACILITIES MANAGEMENT - FRIEND OR FOE?

JUSTIN WATERS HEAD OF FACILITIES MANAGEMENT SERVICES KNOWSLEY MBC ABCD CONFERENCE - BLACKPOOL 15

th

MAY 2008

FACILITIES MANAGEMENT - FRIEND OR FOE?

FM Definitions International Facility Management Association (IFMA)  A profession that encompasses multiple disciplines to ensure functionality of the built environment by integrating people, place, process and technology."  "The practice or coordinating the physical workplace with the people and work of the organisation; integrates the principles of business administration, architecture, and the behavioral and engineering sciences." European Committee For Standardisation (Comité Européen de Normalisation)  “Facilities management is the integration of processes within an organisation to maintain and develop the agreed services which support and improve the effectiveness of its primary activities”. 

It is the role of facility management to ensure that everything is available and operating properly for building occupants to do their work. The facility manager generally has the most influence upon the quality of life within a facility.

FACILITIES MANAGEMENT - FRIEND OR FOE?

British Institute of Facilities Management (BIFM)  "Facilities management is the integration of multi-disciplinary activities within the built environment and the management of their impact upon people and the workplace".

SODEXO  Our soft services are value-added services that are not necessarily core to our clients' businesses, but vital to the effective day-to-day operations  At Sodexo, we manage a full range of food and facilities management services

to help our clients focus on their core business

Here are some of the services we provide:

FACILITIES MANAGEMENT - FRIEND OR FOE?

Archiving Asset maintenance Bar management Catering Chauffeur services Cleaning Conference centres Courier services Crèche management Document management Events Environmental services General refurbishment Goods in/out and shipping Graffiti removal Grounds maintenance Gym and health club management Health and safety support Helpdesk Housekeeping Hospitality Infection and pest control Internal plant maintenance IT support Laboratory instrument services  Laundry services Logistics Mailroom Marketing Medical/first aid support Messenger services Painting and decorating Plumbing Porterage Project management Purchasing Reception Refuse collection Reprographics Risk assessment Secretarial services Security Shops Site and equipment maintenance Stationery Switchboard Travel services Vending Washroom services Waste management

FACILITIES MANAGEMENT - FRIEND OR FOE?

Appropriateness of FM in a Local Government Setting         What are the stakeholder benefits – Customer/Organisation/Workforce Does it suit the business strategy or are we looking at round pegs and square holes?

Is it achievable? What services can realistically be included in an FM package, and will this be appealing to our customers?

Research your market so that you are sure there is a genuine need for a FM approach Be clear on what you mean by FM – services directly managed or services provided by others with a FM customer interface Assess the risks to existing services Assess the benefits to existing services – will a FM approach enable economies of scale to be achieved to increase competitiveness and customer value for money?

Do we want to develop our managers into non specialist roles, and if not what are the alternatives?

FACILITIES MANAGEMENT - FRIEND OR FOE?

PERCEIVED BENEFITS OF FM APPROACH         Move away from stand alone service provision Stand alone services more in tune with a CCT culture Local Government Act 2003 – opportunities for growth in trading powers – maximising business development potential A multi skilled management team One stop shop approach for customers Improve quality control through a standardised inspection process Improve staff communication Building Schools for the Future – meeting the challenge and competing with the private sector soft FM providers

FACILITIES MANAGEMENT - FRIEND OR FOE?

BSF Knowsley first wave BSF Authority • Only authority in the country to demolish and rebuild all of its secondary schools – 11 old schools 7 new Learning Centres • Learning Centres to be learning and community hubs – open 7 days per week - 07.00 to 22.00

• A clear vision to transform secondary education across the borough, improving standards and promoting achievement for all • FM services need to demonstrate the same vision and be equally transformational

FACILITIES MANAGEMENT - FRIEND OR FOE?

KNOWSLEY BSF

What’s included?

 Catering  Cleaning Services  Grounds Maintenance Ring fenced outside of PFI Building Cleaning, Trade Waste, Pest Control

FACILITIES MANAGEMENT - FRIEND OR FOE?

The Competition

Three Private Sector Partners (PSP) who the Council chose to be its BSF Preferred Bidders • Key Stage Solutions - Led by Alfred McAlpine Project Investments and Shepherd Construction Ltd.

• Spirel - Led by AMEC Project Investments Ltd.

• Transform Schools - Led by Balfour Beatty Capita Projects Ltd.

FACILITIES MANAGEMENT - FRIEND OR FOE?

Head of Service PROPERTY SERVICES Property Services Manager Mechanical Engineer Electrical Engineer Property Surveyors (4) Facilities Manager: North

LEAD RESPONSIBILITY

Key Accounts School Meals Procurement Employee Development Facilities Manager: Central

LEAD RESPONSIBILITY

Building Cleaning Performance Management Site Management Facilities Manager: South

LEAD RESPONSIBILITY

Community Safety Environmental Services CEMETRIES Cemeteries Manager 5 x Sextons/ Gardeners 1 x Admin Assistant Customer Services Managers – North x 3 CIVIC SUITES Suites Manager 2 x Head Chefs/2 Chefs Food Service Supervisor Waitresses (50 staff & casuals) Bar Supervisor Customer Services Managers 4 x Duty Managers 3 Premises Attendants Catering Assistants – Central x 4 Security Manager Security Guards (18) Schools Security Adviser

FRONT LINE SUPERVISORS

73 schools, 80 public buildings, 1100 front line employees Customer Services Managers – South x 3

FACILITIES MANAGEMENT - FRIEND OR FOE?

Here’s What the Customer Services Managers Say: Advantages:  You develop a wide knowledge of different services which gives you a sense of control and confidence   Transferable skills gained Multi skilling gives you the ability to deal with issues yourself without having to be over dependent on others       Gives the customer better value for money Jack of all trades – you develop an understanding of all services provided to schools and buildings Leads to positive relationships with clients Service quality and consistency improves Improved management of sickness/absence Increased responsibility in decision making

FACILITIES MANAGEMENT - FRIEND OR FOE?

 Here’s What the Customer Services Managers Say: Advantages cont    The variety and extremes in any working day are challenging, frustrating and rewarding No dependency on service specialists Managers can share good practice and learn from each other  Reduces the risk of having pre-conceptions on how things should be done

FACILITIES MANAGEMENT - FRIEND OR FOE?

 Disadvantages            Jack of all trades but master of none We can be spread too thinly – everything comes under one umbrella Too many staff to effectively manage. Fire fighting instead of being productive No specific qualification recognised Multi skilling means you are useful, but not indispensable Job satisfaction not great because you can’t finish a piece of work and shelve it. It’s a never ending roundabout of work Not being a specialist in any one service can hamper training opportunities For a new starter there can be an awful lot to learn until they become reasonably competent All services are equal, but some are more equal than others!!

Lack of specialist knowledge can have a negative impact on personal recognition Problems can occur if some services are not directly managed by FM

FACILITIES MANAGEMENT - FRIEND OR FOE?

 Disadvantages cont      Lack of specialist knowledge means you sometimes have to get answers from others Can lose face with the workforce when asked a question or for advice and you don’t have the answer Staff can take advantage of your lack of expertise and try to pull the wool over your eyes to suit their own purposes Inequalities in work loads and responsibilities Makes working as a team less easy

FACILITIES MANAGEMENT - FRIEND OR FOE?

So where does that leave us?

     Happy customers – one stop shopping approach saves time Improved communication – or at least in theory Numerous advantages and disadvantages Ultimately decide what’s right for you, and make it work both for you and your customers and staff Ensure your FM approach is quality managed and regularly review its effectiveness