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© Fier.fm
Algemene voorwaarden van toepassing (www.fier.fm)
Quality in FM =
IFMA Barcelona
Presentation by Remko Oosterwijk
Quality of LIVE
A short introduction
Fier.fm: over 70 years of experience in Facility Management
• Fier.fm: Facility Management consultancy
• Almost 200 participants in benchmarks
• Almost 200 participant in networking groups
• Remko is chairman of NEN, CEN-EN
Partners Fier.fm:
Remko Oosterwijk Froukje Terpstra Pieter Buis Sheryl Limburg
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© Fier.fm
Algemene voorwaarden van toepassing (www.fier.fm)
Content
1. C Q C = quality of life
– Cost Reduction (in Facility Management)
– Quality of Facility Management
– Client Satisfaction
– Conditions
2. Benchmarking
– Benchmarking as a supporting tool
– Examples of benchmarking
– European developments in benchmarking
3. Developments in Facility Management
– Ask Google!
– Forecast 2015
© Fier.fm | 7-7-2011 | Slide 3
Quality in FM =Quality of
LIVE
Before we start..
Suppose there is no coffee, refreshments in the next two hours…
Q 1: What is the impact on your mind set?
Q2: Does this effect your opinion on the quality of this congres?
Q3: Is this effecting the quality of the presentation?
© Fier.fm | 7-7-2011 | Slide 4
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© Fier.fm
Algemene voorwaarden van toepassing (www.fier.fm)
Leads to
..
1. C Q C = quality of life| Cost Reduction in FM
Who is facing cost reductions in Facility Management?
• New strategy in
outsourcing/collaboration
• Lack of quality ( products, services,
personnel)
• More suppliers
Means: STRATEGIC THINKING!
© Fier.fm | 7-7-2011 | Slide 5
Aspec
ts th
at a
ffec
t the
Faci
lity
Man
agem
ent o
rgan
izat
ion
InternalFor example:
Strategic decisions
Political decisions
ExternalFor example:
Economic crises
European law
1. C Q C = quality of life| ‘Quality’ and Facility Management
Do you have your quality of fm processes in
sight?
Quality needs an internal end external focus
Proposals must be described objectively
Suppliers must be open in delivered quality
Delivered work has to be measured objectively
Reducing costs….
© Fier.fm | 7-7-2011 | Slide 6
/
© Fier.fm
Algemene voorwaarden van toepassing (www.fier.fm)
1. C Q C = quality of life| Quality and client satisfaction
Need: an objective measurement on client
perspective (not enduser!)
© Fier.fm | 7-7-2011 | Slide 7
In 80 % of investigations on client satisfaction the outcome is according to your
vision….. Why still enquiries???
But: stay in contact with end users every day.
Use your senses…..
Client, customer,
end users
1. C Q C = quality of life| Quality of life
Do you have your quality of fm processes in
sight?
© Fier.fm | 7-7-2011 | Slide 8
Costs Quality
Costs
Quality
PAST
FUTURE?
Environment
Economical
crisis Etc.
Costs and quality are out of balance!
/
© Fier.fm
Algemene voorwaarden van toepassing (www.fier.fm)
1. C Q C = quality of life| Conditions
C Q C – Conditions for Quality of Life
© Fier.fm | 7-7-2011 | Slide 9
Awareness of your
products/services
Cost insight based
on standards
Quality of
products/services in
sight
Awareness of
satisfaction (on FM)
by all users
Vision on FM
Position of FM on
strategic / tactical
levelQualified FM staff /
employees
Long term contracts
with suppliers
Life Balance
2. Benchmarking| Benchmarking as a supporting tool
What is benchmarking?
• The main goal of benchmarking is…
Understanding, learning and improving facility performance
for a better life in organizations
© Fier.fm | 7-7-2011 | Slide 10
/
© Fier.fm
Algemene voorwaarden van toepassing (www.fier.fm)
2. Benchmarking| Examples of benchmarking
What are the results of benchmarking?
• Insight in costs
© Fier.fm | 7-7-2011 | Slide 11
1
€ -
€ 5
€ 10
€ 15
€ 20
€ 25
€ 30
Org B Org D Org A Org G Org E Org C Org F Average
Cleaning costs / m2
Best
practice?
2. Benchmarking| Examples of benchmarking
What are the results of benchmarking?
• Insight in quality
© Fier.fm | 7-7-2011 | Slide 12
2
0%
50%
100%
150%
200%
250%
300%
Org B Org G Org D Org E Org A Org F Org C Average
Quality of cleaning services
Output
Throughput
Input
Best
practice?
/
© Fier.fm
Algemene voorwaarden van toepassing (www.fier.fm)
2. Benchmarking| Examples of benchmarking
What are the results of benchmarking?
• Insight in costs (related to quality)
© Fier.fm | 7-7-2011 | Slide 13
Org B
Org D Org A
Org G
Org E
Org COrg F
AVERAGE
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
€ 10 € 12 € 14 € 16 € 18 € 20 € 22 € 24 € 26
Quality versus Costs
3Best
practice?
2. Benchmarking| Examples of benchmarking
What are the results of benchmarking?
• Insight in costs (related to quality andsatisfaction of clients)
© Fier.fm | 7-7-2011 | Slide 14
4
Cle
an
ing
co
sts
/ m
2b
vo
Quality of cleaning (in %)
17
18
19
20
21
55 60 65 70 75 80 85
Av.
72%
Av.
€19
Client satisfaction
≤6 6,1-6,3 6,4-6,6 6,7-6,9 7≥
Gem.
6,5
A
Org. Costs Quality Client
A 17 66% 5,9
B 21 70% 6,5
C 20 65% 6,6
D 18 85% 6,8
Gem. 19 72% 6,5
B
C
D
ABCD
K3
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© Fier.fm
Algemene voorwaarden van toepassing (www.fier.fm)
2. Benchmarking| European developments in benchmarking
CEN/TC Documents in Progress- 1
• FprEN 15221-3
• Facility Management - Part 3: Guidance on quality in Facility Management
• FprEN 15221-5
• Facility Management - Part 5: Guidance on Facility Management processes
• FprEN 15221-6
• Facility Management - Part 6: Area and Space Measurement in Facility
Management
• FprEN 15221-4
• Facility Management - Part 4: Taxonomy, Classification and Structures in Facility
Management.
• End date for voting: 2011-06-07
• PrEN – 15221-7
• Facility Management-Part 7 – Performance Benchmarking
• Comments to be sent to your Natitional StandardizationBody untill 2011-24-07
© Fier.fm | 7-7-2011 | Slide 15
3. Developments| Ask Google!
Developments in FM
Spain VS. the Netherlands
Source: Google insight for search
© Fier.fm | 7-7-2011 | Slide 16
SPAINTHE
NETHERLANDS
DOCUMENT MANAGEMENT
SYSTEMSYES! YES!
SECURITY YES! YES!
MAINCONTRACTING NO YES!
COST REDUCTION IN FM NO YES!
OUTSOURCING NO YES!
QUALITY MANAGEMENT NO YES!
Interest for
Facility
Management
is going down…
(hits 2010-2011)
/
© Fier.fm
Algemene voorwaarden van toepassing (www.fier.fm)
3. Developments| Forecast 2015
What’s hot…
Seats2share
Meet2share
Bringyourown
Life balance
Quality of Life
Partnership
Single servicesLong Term Contracts
Benchmarking on 5 levels
© Fier.fm | 7-7-2011 | Slide 17
3. Developments| Forecast 2015
What’s not…
TwitterCellphones
Cost Reduction
MaincontractingP(rivat) P(ublic) C(ollaboration)
Service Level Agreements
Internal Cost Rating
Short Term ContractsExisting European Rules for Purchasing
© Fier.fm | 7-7-2011 | Slide 18
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© Fier.fm
Algemene voorwaarden van toepassing (www.fier.fm)
A better world starts with
YOU
a better FM by all of
US
UN MUNDO MEJOR NO COMIENZA
CON FM,
PERO CONTIGO.