Managing FM Performance & SLAs

Date: 15 March 2018

Venue: Westgate Business District, 24 Preciziei Blvd., Building H5, Groundfloor

About the course: This course provides the knowledge and techniques to devise and develop measures to improve FM service performance, including Service Level Agreements

By the end of this course you will be able to describe:

  • Defining the appropriate level of service;
  • The role of Service Level Agreements;
  • Measuring service performance
: Scorecards, KPIs
, Highlight and RAG reports
, Matrices
  • Involving the customer
  • How measurement drives behaviours
  • Incentives and penalties
  • How low can you go? Reducing service levels
  • Driving performance
  • The differences between service level agreements, specifications and contracts;
  • Key parties and how to achieve their buy-in;

Course content:

Explaining the requirement, deciding on the measures and determining performance continue to present challenges for clients, service providers and in-house teams alike. Learn how to articulate service requirements, define meaningful measures, and evaluate performance. Key topics covered include service level agreements, key performance indicators, incentives and penalties, and how to drive for performance improvements.

Service Level Agreements are the heart of a client-focused service. Facilities managers need to be able to evaluate customer requirements, working within them to develop SLAs, and then monitor staff and contractors to ensure that the required service levels are achieved.

The course covers:

  • Background and context
  • What makes a good service? Subjectivity vs. Objectivity Do we get what we pay for?
  • Defining FM Services
  • Words vs. numbers
Inputs, outputs and outcomes Who needs to be involved?
  • Measuring FM Service Performance
  • Techniques and approaches
How measures impact performance Incentives and penalties
  • Changing Levels of Service
  • How low can you go?
Driving performance improvement


08.45 Registration and Coffee

09.15 Measuring Performance – Scope and Context

10.00 Defining FM Services

10.45 Coffee

11.00 Measuring Service Performance

13.00 Lunch

14.00 Indicators & Adjustments

15.15 Tea

15.30 Changing Levels of Service

16.15 Summary and Conclusions

16.30 Course Close

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

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.