4-day training programme

• Understanding FM
• Customer Service for Facilities Managers
• Developing Effective Service Level Agreements

8th-11^th November 2011

Venue: Clubul Diplomatilor, Bucharest

Organised by RABO Academy and BIFM Training, the training arm of The British Institute of Facilities Management

• Benefit from the experience of leading UK experts in FM
• Understand the value of a professional approach to facilities management
• Improve your knowledge and skills of best practice tools and techniques
• Network with other FM professionals, and share your ideas and experience
• Collect your personal professional development certificate from BIFM Training on completion.

Overview

This intensive 4-day programme will provide a comprehensive introduction to the FM profession and best practice in day-to-day operations.

Intended for managers new to FM or those looking to broaden their understanding of professional FM practice, the programme will provide best practice knowledge and guidance on how to apply ideas effectively across a range of different organisations. It will also benefit those working in related areas who come into contact with the facilities management function, and individuals considering moving into the field as a career change.

The format will be highly interactive throughout, including discussions, practical workshops and exercises, and delegates will receive full supporting notes for future reference.

On completion of the programme, delegates will receive a Certificate of Attendance which are recognised under the BIFM Continuing Professional Development framework.

PROGRAMME STRUCTURE

• UNDERSTANDING FACILITIES MANAGEMENT
• 2-day introduction to FM operations

Aim

To provide both a comprehensive introduction to key aspects of FM, and to provide a solid base of knowledge, techniques and reference material for Facilities Managers

Objectives

This course will specifically help improve knowledge and understanding of:

•  The role of the facilities manager
• The scope and breadth of the profession
• The importance of FM and its value to organisations
• Key elements of building structure and design
• The impact of physical building characteristics on facilities management
• Key aspects of building services
• Key elements of property management and leases
• The role of space management and the workspace
• Practical aspects of space planning
• Essentials of re-location / move management
• Key elements of energy and environmental management
• How to develop and implement maintenance management programmes
• Models for managing contract services
• Good practice in tendering and letting contracts
• Health & safety responsibilities for FM’s
• Routes to Professional Development within FM

COURSE CONTENT

DAY ONE: 8^TH NOVEMBER

The Importance of Facilities Management

The first session explores the growth of FM and the developing role of facilities managers in organisations, identifying the major qualities and skills required.

Understanding Buildings – 1

The second part of the course looks at the opportunities and pitfalls of specific building characteristics and their relationship to organisational needs – in particular, the impact they have on maintenance, planning, day to day operation and overall image. Practical examples are used to address the key question, how can things be improved?

Understanding Buildings – 2

The next session provides an introduction to building services – what are the basic principles? What impact do services have on facilities planning and day-to-day management? How are approaches to services changing? The session covers HVAC, services distribution (including raised floors and suspended ceilings) and lighting.

Property Management

This session offers an introduction to the basic elements of Property Management and best practice in the UK, including key lease terms and how they influence property acquisitions and disposals as well as how to develop an effective property management plan.

Space Management

This introduction shows the importance of space management, the cost implications and techniques for analysing and measuring types of space, including working areas, storage and support facilities. It also provides insights into the principles of space planning and standards, including understanding organisational requirements.

Relocation – quiz

Move management can be very challenging for facilities managers. Using a quiz format, the session explores the key factors involved, including:

1. Who needs to be told about the move – and when?
2. How should facilities managers handle the ‘politics’ of moving?
3. What kinds of people and skills are required within the facilities team?
4. How do you avoid the potential pitfalls associated with office moves?

Maintenance Management

Delegates are shown how to identify maintenance requirements, understand the role of building inspections and how to carry them out, as well as the principles of condition surveys and asset registers and their impact on the forward maintenance programme and the budget process. They are given an opportunity to question their own practices as well as to learn the lessons from a range of examples where maintenance problems have occurred.

DAY TWO: 9^TH NOVEMBER

Health and Safety for Facilities Managers

This session offers an introduction to the current issues in what is now one of the most important areas of responsibility for facilities managers. In particular, it will look at:

1. How tighter health and safety laws affect facilities managers?
2. Which are the key current developments – and the likely future ones?
3. What specialised help and advice is available – and what sources of information exist to support planning and day-to-day management?

Commissioning and Managing Contract Services – overview

This session explores the various FM contracting models in the current marketplace, including TFM, bundled contracts and how to find the right balance between in-house and external provision. It also provides an introduction to the key stages in letting contracts and good practice management of service partners.

Energy and environmental management

This overview session will help delegates identify:

• Key environmental and sustainability issues
• The impact of global warming on their business and personal lives
• Sources of useful information

Delegates will be shown simple but effective:

• Appraisal tools for assessing their current energy and environmental management status
• Practical and easy ways to implement tests to identify avoidable waste and ways of presenting information to senior management

Managing standards in buildings

Regular inspections and audits are essential part of the FM routine, and help to provide important information for planning and management. This session takes a practical look at how to carry these out and best practice in collecting and using data effectively.

Professional Development in Facilities Management

An update on opportunities for improving individual skills and building a career in facilities management.

CUSTOMER SERVICE FOR FACILITIES MANAGERS

1-day introduction to best practice in customer service, 10^th November

Aim

To provide those working within the facilities management industry with an understanding of the importance and benefits of delivering good Customer Service and to learn the skills needed to exceed their customers’ expectations.

Objectives

This course will specifically help improve knowledge and understanding of:

• The range of different customer groups within your organisation and the importance of customer service in managing the customer relationships

• The level of service expected from your different customer groups

• The value to the FM team in meeting and exceeding your customers expectations

• Ways in which to achieve improved customer service standards

• How to align your FM Service to changing priorities between different organisational functions and within different organisations

• Why managing customer perception is important when delivering FM services and ways in which perception can be changed

• Ways in which to manage your customers expectation and perception of the FM team and the services they are delivering

• The importance of body language and presentation in communication

• The importance of communication methods and techniques to facilitate positive customer relationships and ways to deal with conflict.

COURSE CONTENT

Understanding your customers

Including a range of exercises and discussion the session will explore who our different customer groups are and how their differing needs can be met and understood in the FM context.

Aligning FM services to meet the needs of your customers

An interactive session designed to raise awareness of the importance of aligning FM service delivery to customer requirements, and how this can be effectively achieved.

Understanding perception

A practical session including workshops and discussion to help understanding of how important customer perception is when delivering FM services and ways in which perceptions can be influenced and changed.

Understanding interpersonal skills

The session looks at the importance of body language and presentation and offers guidance on how to recognise and send signals effectively. Practical exercises and discussion will provide opportunities to consider applying techniques in different types of situations.

Managing relationships effectively

Choosing the right methods of communication is vitally important, especially when dealing with complex or difficult situations. This session explores the key issues, as well as how to use a range of techniques to build good relationships with customers.

Understanding what to do when things go wrong!

Including a range of exercises and discussion the session will look at how to avoid conflicts, or manage difficult situations when they arise.
DEVELOPING EFFECTIVE SERVICE LEVEL AGREEMENTS

1-day introduction to developing and using SLAs effectively in the FM context, 11^th Nov.

Aim

This course shows how to develop an effective Service Level Agreement and how it can be used to ensure the service that is contracted for is actually delivered

Objectives

This course will specifically help improve knowledge and understanding of:

• How to evaluate customer requirements in order to develop SLAs
• How to structure and write service level agreements
• The differences between service level agreements, specifications and contracts
• How to develop Key Performance Indicators that allow you to measure performance against the SLA
• Techniques for measuring performance
• How to manage under-performance
• How to encourage good performance
• How to benchmark performance.

COURSE CONTENT

Background and Objectives

This session will explore the context for service level agreements and their value within the procurement and performance management processes. In particular:

1. What is a Service Level Agreement?
2. How does it fit in with the contract and the service specification?
3. How do SLAs help the Facilities /Contract Manager, the Service Provider and the organization?

Planning the Project

There are a number of key areas to consider in the initial stages of the development process, which are explored in this session, including:

• Getting buy-in from customers and the service partner
• Defining customer needs and wants
• Benchmarking existing service provision.

Structuring the SLA

This section of the course offers practical advice and guidance on putting together the SLA, including:

• Service groupings
• The importance of different services
• Organising the information.

Key Performance Indicators

The ability to track performance effectively is an essential part of the contract management process. When selecting KPIs, facilities managers should be aware of a number of issues which are explored here, including:

• Setting targets
• Being realistic about what can be achieved
• Which items are ‘key’ to the performance of the contract
• Audience for reports on KPIs

Performance Measurement

Active management of performance is vital to the success of any contract, and this session examines how to apply best practice in the key areas, such as:

• Measurement techniques
• Subjective and objective measures and the role of each
• How to handle under-performance and drive improvements
• How to encourage good performance.

Using SLAs to drive continuous improvement

In order to achieve best value from SLAs, FMs should recognize the need for a dynamic management approach. This session explores how to get the most from reviews and changes, including:

• Why it is possible to have great scores and have unhappy customers (and vice versa!) and what to do about it
• Changing SLAs to reflect changes in your organisation – financial, strategic or volume related.