Developing Service Standards and KPIs

1-day course

Date: Thursday, 11th of April 2019

Venue: Westgate Business District, 24 Preciziei Blvd., Building B1, Ground floor – The Library

About the course: Designed to build on the last year course (Managing FM Performance & SLAs), the course will provide an overview of the key factors to consider when defining service standards and developing relevant performance measures for different types of FM services. The trainer will then work with the group on a series of practical exercises to help the attendees understand how to apply good practice techniques for a ‘hard’ service (such as M & E / maintenance), a ‘soft’ service (such as cleaning), and a people-focussed service (such as front of house or reception).

By the end of this 1-day course attendees should have a much clearer understanding of how to shape measures and standards to fit a range of requirements, and how this can be used in their own context.

09.00 – 09.30 Introductions, What’s My FM

09.30 – 10.45 Business Needs, Organisation Strategy, Customers

10.45 – 11.00 Break

11.00 – 12.30 Service Standards

12.30 – 13.30 Lunch

13.30 – 15.00 Workshop

15.00 – 15.15  Break

15.15 – 16.00 Examples

16.00– 16.15 Conclusions & Learning Points


The course trainer: 

Lucy Jeynes MA Cantab MBIFM MIoD FRSA

Lucy is one of the founding directors of Larch Consulting, an independent practice specialising in FM and infrastructure services. She has over 20 years’ experience in advising on all aspects of service strategy and delivery, and her company has led FM improvement programmes for organisations including Diageo, Sainsburys, John Lewis Partnership, BullRing, De Beers Diamond Trading Company, as well as a large number of public sector bodies including universities, government departments, local authorities and hospitals. Lucy’s particular areas of expertise are service improvement and sourcing strategy, writing books, guides and articles and advising a wide range of commercial companies and public sector bodies. Lucy has been voted by her peers as a Pioneer of FM and one of the 20 Most Influential Women in FM. She is a founding committee member of Women in FM and has held positions on the Board, Executive and Members Council of the British Institute of Facilities Management as well as previously serving as Deputy Chair.

How to attend

For more information please send us an e-mail at, or call 021.403.41.20.


310 Euro+VAT for RABO Members

355 Euro+VAT for non-members