Greater Orlando IFMA Chapter CFM Roundtable Webinar July 13, 2010 presented by The Greater Orlando...
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Transcript of Greater Orlando IFMA Chapter CFM Roundtable Webinar July 13, 2010 presented by The Greater Orlando...
Greater Orlando IFMA Chapter CFM Roundtable Webinar
July 13, 2010
presented by The Greater Orlando IFMA Chapter
and Our major sponsors Cubix, OR&L, and Workplace Resource of Central Florida
Today’s Presenters
Geoff is a career facility manager. Starting
as a systems furniture installer, Geoff
has won awards in organizations large
and small over the last 31 years in all
manner of facility and operations
management. CFM Roundtable Webinar July 13, 2010
Geoff Allen, CFM LEED AP Office ManagerAECOMAchieved CFM 1995, 2005
Darlene has over 11 years experience in
Facilities and Property Management. In
her current role, she is responsible for
maintaining approximately 80,000 sq ft
of office space as well as overseeing the
Switchboard/Reception and Mail Center
operations. CFM Roundtable Webinar July 13, 2010
Darlene King, CFM Facilities ManagerUniversal American Corp.Achieved CFM 2009
Today’s Presenters
Today’s Presenters
I.Self – assessment (25%)
II.Study (50%)
III.Comprehensive exam review (75%)
IV.PMA (Positive Mental Attitude)
V.Exam (100%)
Progress toward the CFM goal
CFM Roundtable Webinar July 13, 2010
Today’s Competency
The FM’s Leadership and Management
Model for facility services and functions
should be based on the belief that
properly planned and organized facility
functions, along with management of
personnel assigned to the facility
functions helps bring consistent
administration of the facility functions
with sustained quality in delivery of the
facility services.
CFM Roundtable Webinar July 13, 2010
Leadership and Management
A competent FM should have a general understanding and working knowledge of the following competencies:
• Planning and organizing the facility
function
• Managing personnel assigned to the
facility function
• Administering the facility function
• Managing the delivery of facility servicesCFM Roundtable Webinar July 13, 2010
Leadership and Management
Leadership and Management
Planning and Organizing the Facility Function
There is a need to plan and organize the
facility function itself. Organizational
structure deals with the structure of the
department and how it fits into the
company as a whole, depending on the
type of business you are in.
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Leadership and Management
CFM Roundtable Webinar July 13, 2010
Facilities Functions in the “Public Sector”
• Budget Driven• Very bureaucratic• Responsible to legislative
body• Tend to own• Rigid standards, policies
and procedures• Overstaffed• More specialists• Less focus on personnel and
workplace environmental issues
• By virtue of seniority or political savvy
• Less innovative
• More use of chain of command
• Highly regulated Projects subject to short term budgets
• Rigid procurement system, highly detailed
• Lowest bid approach• Long planning cycles• Proactive programs
backlogged or not funded• Very cost conscious• End of fiscal year challenges• Legally smart• Politically savvy
Leadership and ManagementLeadership and Management
CFM Roundtable Webinar July 13, 2010
Facilities Functions in the “Private Sector”
• Product or service driven• Less bureaucratic• Responsible to company
management• Less standards, policies and
procedures• Uses charge backs and
allocations• Generally understaffed• Less specialists• More focus on personnel and
workplace environmental problems
• Based on displayed competencies
• More innovative• More participative problem
solving
• Management pressures to operate lean
• More subject to downsizing• Greater flexibility• Tend to lease as opposed to own• Environment controlled by
profit• End of fiscal year emphasis on
reducing costs• Must be a good communicator• Must be very service oriented• Must continually justify for in-
house facility function• Facility function run like a
business within a business
Leadership and Management
Leadership and Management
Facility Functions in “International Organizations”
• Difficulty in mixing cultures
• Decision making is generally by consensus so takes
longer
• Reviewing each word or process to find offensive
language
• Cultural bias reflected in O&M with a lesser
commitment to keep facilities clean or well maintained
• Lesser commitment to reporting deficiencies or
problems
• Some cultures treat employees as “servants” so FM
expertise is neither sought nor appreciated
• Generally, European countries and cultures demand
higher levels of service, response, and maintenance
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Leadership and Management
CFM Roundtable Webinar July 13, 2010
Facility Functions in “High Technology Organizations”
• 24/7 mission critical operations
• Complex infrastructure components and systems
• Quality talent of facility staff
• Extensive managed vendor service and maintenance programs
Leadership and Management
Leadership and Management
CFM Roundtable Webinar July 13, 2010
Managing Personnel Assigned to the Facility Function
• Facility Manager’s Role and Responsibilities
• Leadership and Management
• Leadership in Conflict Management
Leadership and Management
Leadership and Management
CFM Roundtable Webinar July 13, 2010
FM’s Roles and Responsibilities
• Futurist• Multilingual Process
Owner• Facilitator• Problem Solver• Obstacle Remover• Project Manager• Strategist• Tactical Implementer• Master
Designer/Builder
• Financial Mogul• Marketing Specialist• Coordinator• Communications
Specialist• Talent Scout• Team Leader• Coach• Counselor• Change Agent
Leadership and Management
Leadership and Management
CFM Roundtable Webinar July 13, 2010
Pulse Points (1)
• Be a business leader within your company• Concentrate on your responsibility to your
employees• Make timely, common sense decisions• Hire well, keep a loose rein and manage by
walking around• Set the tone for quality• Develop a network of expert advice• You alone must sell your FM Department
(1) The Facility Management Handbook, Second Edition, David G. Cotts
Leadership and Management
Leadership and Management
CFM Roundtable Webinar July 13, 2010
Roles and Responsibilities (cont’d)
Right Leadership/Management
+ right people+ right roles+ right training + right tools+ right processes+ right environment
= Right Results
Right Leadership
Right Results
Leadership and Management
Leadership and Management
Facility Management Leadership
1)The skills and traits that have been characteristic of successful FM’s are no longer enough
2)Those inside the department often have a different view of the role of a successful facility manager
3)The requirements of a FM department are substantial
4)Business acumen and a sense of public relations are increasingly important
5)By their nature and education, most FM’s do not fit the profile for successCFM Roundtable Webinar July 13, 2010
Leadership and Management
Leadership and Management
Leadership is influence…nothing more, nothing
lessThe Five Levels of Leadership Influence:
At each level people follow because….
Facility Management Leadership
CFM Roundtable Webinar July 13, 2010
…they have to (lowest level)
…they want to
…of what you have done for the organization
…of what you have done for them
…of who you are and what you represent (highest level)
Leadership and Management
Leadership and Management
Facility Management LeadershipThe L aw of Vision
CFM Roundtable Webinar July 13, 2010
•Leaders in Facilities Management must develop a strong vision and be able to see the big picture
• Leaders with vision are good planners
Leadership and Management
Leadership and Management
Leadership and Management
CFM Roundtable Webinar July 13, 2010
Old Paradigm New Paradigm
Plan Envision
Full TimeManage & Lead
Empowerment
Organize Create PositiveEnvironment
Control Coach
1.Assessment2.Acknowledgement3.Attitude4.Action
5.Analysis
Leadership in Conflict Management
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Leadership and Management
Questions ???
Questions ???
Questions ???
CFM Roundtable Webinar July 13, 2010
Leadership and Management
A CFM should have a general understanding and working knowledge of the following competencies:
• Planning and organizing the facility
function
• Managing personnel assigned to the
facility function
• Administering the facility function
• Managing the delivery of facility servicesCFM Roundtable Webinar July 13, 2010
A CFM should have a general understanding and working knowledge of the following competencies:
• Administering the facility function
• Managing the delivery of facility services
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Administering the facility function
• Administer policies, procedures, and
practices
• Administer the acquisition,
distribution, and use of material
resources
• Maintain documentation systems
CFM Roundtable Webinar July 13, 2010
Leadership and Management
oAdministering the facility function
• Administer policies, procedures, and
practices
Policies, procedures, & practices are used
to control the day-to-day ops of the FM
department. They help assure
consistency and predictability of services,
and are evidence of compliance.CFM Roundtable Webinar July 13, 2010
Leadership and Management
Policies– guide “what needs to be
consistent
code of conduct for service personnel
do’s and don’ts for general staff
Procedures– guide “how” things are
accomplished
replace a drive belt
apply chemical treatment to a cooling
tower system
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Practices- guide “when” something
should be done
ISO 9000 standards
Preventive or predictive maintenance
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Administering the facility function
FM’s are not only expected to use the best
policies, but also to maintain a
consistently efficient and effective
approach to FM service with them
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Administering the facility function
FM’s must understand the need to
constantly update existing policies,
procedures, and practices, and also when
to develop new ones
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Administering the facility function
FM’s must administer day-to-day policies,
procedures, and practices so the facility
function:
• Work is accomplished effectively &
efficiently
•Personnel maintain health and life safety
standards
•Standards are met
•Compliance with regulatory statutes is
maintained
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Administering the facility function
• Administer the acquisition, distribution,
and use of material resources
• Develop, acquire, and implement
tools to sustain the facility function.
Tools range from those needed to
support physical maintenance of
assets to technology tools to capture,
assign, monitor, track, close and
follow up work requests.CFM Roundtable Webinar July 13, 2010
Leadership and Management
Managing the delivery of facility
services
• Plan for the delivery of services
• Assure services are delivered
• Evaluate Service Delivery
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Managing the delivery of facility
services
Plan for the delivery of services
•Strategic planning, ensures goals are
aligned with those of the organization
•Tactical planning, outlines the specific
steps and timeframes to accomplish
those actions
•Reporting, KPI’s, Balanced ScorecardCFM Roundtable Webinar July 13, 2010
Leadership and Management
Managing the delivery of facility
services
Assure services are delivered
• Documentation
• Quality control
• Record management system
• Help desk statistics
• Data collectionCFM Roundtable Webinar July 13, 2010
Leadership and Management
Managing the delivery of facility
services
Evaluate service delivery
•Survey
•Quality control
• Talk to customers
• Stats from help desk, budget variance
•Reporting, KPI’s, Balanced ScorecardCFM Roundtable Webinar July 13, 2010
Leadership and Management
Complementary / overlapping
competencies
• Planning and project management
• Quality Assessment & Innovation
• Operations and Maintenance
• Communication
• Technology
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Sample Question 1
The skills necessary to be a successful
facility manager in today’s world are? (pick
2)
A.Care taker
B. Policy writer
C.Business leadership
D.Operator
E.Public relations
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Sample Question 1
The skills necessary to be a successful
facility manager in today’s world are? (pick
2)
A.Care taker
B. Policy writer
C.Business leadership
D.Operator
E.Public relations
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Sample Question 2You just received the results of a customer survey that
indicates your services do not meet customers
expectations. You call a staff meeting to discuss.
What is the most important thing you can do to ensure
that your staff aids in improving the deliver of service?
A.Come to the meeting with an improvement plan
outlined
B. Hire staff to clean up the backlog
C.Ask for ideas from staff on how to improve the
service and develop an improvement plan with them.
D.Set targets for staff to meet to ensure all services
will be delivered on time and on budget.
E.Public relations
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Sample Question 2You just received the results of a customer survey that
indicates your services do not meet customers
expectations. You call a staff meeting to discuss.
What is the most important thing you can do to ensure
that your staff aids in improving the deliver of service?
A.Come to the meeting with an improvement plan
outlined
B. Hire staff to clean up the backlog
C.Ask for ideas from staff on how to improve the
service and develop an improvement plan with them.
D.Set targets for staff to meet to ensure all services
will be delivered on time and on budget.
E.Public relations
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Sample Question 3
Three keys to successful management
include? (choose 3)
A.Onward and upward
B.Plan your strategy
C.Monitor results
D.Don’t think just DO
E.Review progress
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Sample Question 3
Three keys to successful management
include? (choose 3)
A.Onward and upward
B.Plan your strategy
C.Monitor results
D.Don’t think just DO
E.Review progress
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Sample question 4
What are some facility functions you may see in an international organization? (choose 3)
A. Rigid standards, policies and procedures
B. Difficulty in mixing cultures
C. Reviewing each word or process to find offensive
language
D. More use of chain of command
E. Some cultures treat employees as “servants” so FM
expertise is neither sought nor appreciated
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Leadership and Management
Sample question 4
What are some facility functions you may see in an international organization? (choose 3)
A. Rigid standards, policies and procedures
B. Difficulty in mixing cultures
C. Reviewing each word or process to find offensive
language
D. More use of chain of command
E. Some cultures treat employees as “servants” so FM
expertise is neither sought nor appreciated
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Leadership and Management
Sample question 5Which statements are true in Facilities Management
Leadership? (choose 3)
A. The skills and traits that have been characteristic of successful FM’s are no longer enough
B. The requirements of a FM department are insubstantial.
C. Those inside the department often have a different view
of the role of a successful facility manager
D. Business acumen and a sense of public relations are not
important
E. By their nature and education, most FM’s do not fit the
profile for success CFM Roundtable Webinar July 13, 2010
Leadership and Management
Leadership and Management
Sample question 5Which statements are true in Facilities Management
Leadership? (choose 3)
A. The skills and traits that have been characteristic of successful FM’s are no longer enough
B. The requirements of a FM department are insubstantial.
C. Those inside the department often have a different view
of the role of a successful facility manager
D. Business acumen and a sense of public relations are not
important
E. By their nature and education, most FM’s do not fit the
profile for success CFM Roundtable Webinar July 13, 2010
Leadership and Management
Leadership and Management
Sample question 6
What are the five basic steps for conflict management?
A. Assessment, acknowledgement, aptitude,
action, analysis
B. Accessibility, acknowledgement, aptitude,
action, analysis
C. Assessment, acknowledgement, action,
attitude, analysis
D. Assessment, acknowledgement, attitude,
action, analysis
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Leadership and Management
Sample question 6
What are the five basic steps for conflict management?
A. Assessment, acknowledgement, aptitude,
action, analysis
B. Accessibility, acknowledgement, aptitude,
action, analysis
C. Assessment, acknowledgement, action,
attitude, analysis
D. Assessment, acknowledgement, attitude,
action, analysis
CFM Roundtable Webinar July 13, 2010
Leadership and Management
Leadership and Management
Questions ???
Questions ???
Questions ???
CFM Roundtable Webinar July 13, 2010
I.Self – assessment (25%)
II.Study (50%)
III.Comprehensive exam review (75%)
IV.PMA (Positive Mental Attitude)
V.Exam (100%)
Progress toward the CFM goal
CFM Roundtable Webinar July 13, 2010
CFM
Evaluations will be emailed to you, please fill them out
promptlyThe next CFM Webinar will be Tuesday
August 10, presented by
The Greater Orlando IFMA Chapter and
Our major sponsors Cubix, OR&L, and Workplace Resource of Central Florida