Module 1: Introduction to Facilities Management

Module Overview

Define the purpose, goals, and responsibilities of facilities managers
Discuss differences between in-house and outsourced management
The role of facilities management in modern organizations
Characteristics and competencies of successful facilities managers
How to enter the field
Defining success in properly managed facilities

1.1 What is Facilities Management?

Facilities management offers the opportunity for you to get involved in a number of different business areas. It is multi-disciplinary in nature with a broad scope.

In essence, facilities management is a support function used by various organizations to establish and maintain building functionality.

Management of space and infrastructure involves managing physical building structures. It can also include the construction and planning of workspaces, occupancy oversight, equipment repair, and maintenance.

Management of people and organizations includes all functions and services required to run a business or manage business premises successfully.

This course will delve into each of these areas more thoroughly as you progress in order to provide you with an in-depth understanding of all aspects of facilities management. The scale of the business you work for will affect which parts of facilities management are supported.

Different industries also vary greatly. Regardless of these variations, the core principles of facilities management apply across the board.

Critical functions of facilities management include:

Serving as the primary contact for multiple areas of the business, including owners, staff, managers, contractors, and the general public
Accountability for all safety procedures within the facilities you manage, including fire safety and health policies
Maintenance of security hardware such as cameras and monitors
Working with security personal and ensuring the safety of the building is maintained at all times
Inspection of crucial facility parts and ensuring all equipment is working at total capacity
Accountability for operational issues that may impact the safety of employees
Monitoring and providing cleaning services
Participation in business continuity plans
Supporting the facility requirements for new business additions or departments by effectively allocating facility space and ensuring safety is maintained
Regularly reporting back to managers or owners regarding the status of business facilities
Problem-solving and damage mitigation

1.2 The Evolution of Facilities Management
The profession of facilities management has evolved over decades from individuals who performed a few building maintenance tasks to those who now oversee all operations for large buildings.

Today, facilities managers are responsible for facility performance, space acquisition, customer service, and provision of amenities. Many are even involved in capital projects and real estate transactions.

Facilities management is now recognized by the U.S. Bureau of Labor Statistics, establishing it as an occupational category that didn’t exist before. Professionals entering the field of facilities management can expect to see more formal training in the future, along with a universal set of standards and competencies.

1.3 Working In-House or as Part of an Outsourced Service
Facilities management can take place in two different capacities. In-house means that the employee is dedicated to providing their services directly to the company they work for. Outsourced services can be contracted from an external provider.

If you are pursuing a career in facilities management, you may find yourself working in either of these scenarios.

For businesses that don’t have the expertise or budget to dedicate to in-house facilities management, hiring an outsourced service is a popular option. They can bring in expertise from an outside source and pay for services as they are required.

Let’s outline the primary advantages and disadvantages of outsourced facilities management.

Outsourcing advantages:

Businesses can save costs by outsourcing facilities management services. They only pay for the services they need and avoid dealing with employee costs such as sick pay, holidays, and benefits.
Outsourced contractors are able to provide expertise quickly and efficiently. They offer flexibility to the hiring company.
Equipment, materials, and technology are provided by the contractor rather than the company hiring them.
Outsourcing frees up management time to focus on other priorities.

Outsourcing disadvantages:

Outsourcing often results in a reduced availability of specialist facility expertise within businesses. This can cause dissatisfaction with employees.
Businesses have less control over their facilities management than they would with an in-house manager. There is less continuity in service due to the lack of a dedicated contact person.
Outsourced facilities management can have lagging response times when issues arise. There is an indefinite amount of time between identifying a facility issue and having a contractor arrive to resolve it. On-site facilities management teams can deal with problems immediately as they arise.

1.4 Activity

If you had to choose, would you prefer to work as an outsourced facilities manager or an in-house facilities manager?

Brainstorm this question and consider the pros and cons of each type of position. Conduct additional research into the advantages and disadvantages of each management method.

1.5 Key Personal Attributes, Skills, and Knowledge
We have previously mentioned that facilities management is a field requiring a diverse skill set.

We have summarized a brief list of essential skills for work in the facilities management field. This list is not exhaustive, and specialty positions may require more technical skills than the ones on this list.

A Strong Business Sense
Facilities management requires involvement in all different aspects of the business. Successful facilities managers will develop strong relationships within the company and have a “bird’s eye” or “helicopter” view of all parts of the business that could impact their department.

Mathematical Abilities
It’s not a prerequisite for a facilities management worker to excel in math, but you will find that it’s beneficial to have accurate math skills.

Working with tradespeople and contractors on building maintenance projects requires the ability to perform basic calculations in your head, whether it’s for square footage or budgeting. Understanding measurements in both imperial and metric is also essential.

Keen Knowledge of the Law
Facilities management requires knowing the laws and regulations that could impact the facilities under your care. Government and local regulations will affect any business sector you work in.

Health and safety legislation, in particular, varies according to your location. Ensure that you’re aware of the applicable laws and requirements, especially if you’re moving your business to a new area.

Ability to Work Under Pressure
Facilities management requires that you often work in a reactive manner to solve problems or work through complex scenarios. If a problem is found in your building, you will be the first person contacted to find a solution.

It’s imperative to keep a calm demeanor and listen to all facts in order to gain an accurate understanding of the problem. After that, you can work systematically to find a reasonable solution.

This may mean listening to different people’s points of view and going through a list of possible outcomes. Some proposed solutions may be risky or expensive.

If you prefer to carry out a routine series of tasks on a daily basis, facilities management may not be the right career for you. It is often a fast-paced job that requires thinking on your feet.

IT Skills
Facilities managers work with technology on a daily basis. Technology has made tasks easier to carry out and organize than ever before.

Booking meeting rooms, arranging contractors or inspectors, monitoring multiple properties, and reporting maintenance work are just some of the tasks that involve technology. If you lack IT skills, you may want to brush up in this area to take advantage of technology in your new role.

Excellent Time Management
The day-to-day tasks of a facilities manager require excellent time management skills. Maintenance schedules need to be followed closely. Room bookings and deliverables are expected to be on time by business stakeholders.

Minimizing disruption, inconvenience, and the cost is of the utmost importance. You will be responsible for your own time management and overseeing others’ schedules as well.

Managing contractors requires planning and monitoring to make sure projects are completed on time. Failure to do so can cost a business money. Even if you are managing multiple projects at once, you will still need to manage all of them effectively.

Negotiation and Communication Skills
Communication is an important skill for most careers, but it’s especially important in facilities management. You are generally required to work with many different professions, departments, and trades within your role.

You will need to be skilled at managing expectations. Sometimes, you will have to deliver bad news to management, so it’s important to know how to communicate effectively.

Listening is another essential skill. Facilitating compromise and cooperation among coworkers or contractors is often necessary to reach project goals.

Suppose you are just starting out as a facilities manager. In that case, willingness to learn and adaptability are key qualities that you will need to cultivate throughout your career.

Did You Know?

The U.S. market for facilities management is projected to reach $465 billion by the year 2024.

1.6 Building a Successful Career in Facilities Management

There are multiple different ways to build a successful career in facilities management. Which one you choose may differ based on your educational background and previous experience, as well as the type of role you wish to be employed in.

A formal degree or education is highly valued in the field. However, solid experience holds weight as well. Demonstrating the skills and knowledge integral to facilities management is often the best way to start your career.

Successful facilities managers have often started out as a skilled tradesperson in building or construction. General management skills required in these fields translate well into the fast-paced, multi-disciplinary field of facilities management.

An apprenticeship or targeted mentorship/work experience program is ideal if you are starting out your career in facilities management and have no previous experience. This will equip you with the necessary skill sets and help you get noticed by potential employers.

This course is designed to give you a foundation for a career in facilities management. By pairing it with on-the-job experience, you will find yourself equipped with all the skills you need to have a successful career.

1.7 Successful Facilities Management
We have covered what facilities management is and what key skills the job requires. Now, let’s look at strategies that you can employ to be successful in the field of facilities management.

Taking a Helicopter View
As mentioned earlier, taking a “helicopter view” allows you to gain an intimate understanding of each department.

This foundational knowledge will help you make key decisions because you’ll be able to see the big picture. If you only focus on one part, you may make decisions that negatively impact others without being aware of it.

Having a helicopter view of a business takes practice and is not an easy skill to master. It’s natural to focus closely on areas that you’re actively involved and ignore those outside your scope. You should periodically assess whether you’re taking a holistic view.

Negotiating for Success
We’ve already spent some time discussing how negotiation can factor into the role of the facilities manager.

Good negotiation skills are important in discussing the purchase of goods, materials, and services on behalf of your business. You need to make sure that projects are completed within budget at the lowest possible cost to your organization.

As a facilities manager, you are in a position to secure superior services while negotiating lower costs. If you learn to negotiate effectively, you will be able to resolve conflicts and differences of opinion between multiple parties regarding a specific project.

Negotiation is important because the sooner you can come to an agreement, the sooner work on the project can commence. Conflicts regarding project outcomes that are not resolved can result in construction delays or a lack of satisfaction with the final result.

Negotiating poorly or failing to negotiate at all will leave you unlikely to secure high-quality goods and services. If you can obtain them, it will be probably be at a higher cost to your company.

Successful cost-cutting, or the ability to complete projects within a budget, is a key performance indicator for facilities managers. Failure to do this will reduce your odds of meeting your objectives.

Projects can run over on time or resources when you fail to negotiate a compromise between company stakeholders and employees. Projects that don’t meet their original parameters will be attributed to your team. This will have a long-term impact on your employment prospects and environment.

1.8 Core Responsibilities of Facilities Managers

Planning and Project Management
Facilities managers are often responsible for managing facilities planning and site planning. They work to ensure a business’s infrastructure, space, facilities, and assets are managed effectively. This includes overseeing construction or renovations and controlling how space is allocated.

Operations and Maintenance
Overseeing operations and maintenance functions is the process of ensuring that a business’s day-to-day activities run smoothly and efficiently.

Real Estate
Facilities management in real estate involves maintaining and caring for commercial or institutional buildings. This can include hotels, vacation resorts, hospitals, schools, or large commercial office buildings.

Quality Assessment and Innovation
This is the role of assessing the quality of operations and coming up with new innovative ideas to help the facilities under your control operate more efficiently.

Leadership and Management
A facilities management leader ensures that all stakeholders in the company are involved in decision-making processes. They provide control and problem-solving strategies to tackle issues as they arise.

Finance
Facilities managers must ensure that construction, renovation, and maintenance projects are of high quality. However, projects must also be completed within budget. Reducing costs is an important skill for effective facilities managers.

Communication
Facilities managers must communicate with both internal and external personnel. This may include managing projects, negotiating with vendors, or moderating conflicts.

Technology
Facilities managers should understand how to use technology to their advantage. A working knowledge of available technologies can be useful for scheduling and multi-tasking when in charge of multiple facilities or projects.

Risk Management
Emergency preparedness, contractor risk management, security, and health and safety risks are all areas that must be mitigated and addressed within your role as a facilities manager. We will address each of these in more detail later in the course.

SHEQ
Safety, health, environmental, and quality policies are often developed and enforced by facilities management departments.

Activity
Imagine you are attending an interview for an in-house facilities manager position in a company employing 1,000 employees. Everyone shares a single office space.

Look back at the key skills and attributes required to be successful in a facilities management role and take notes in preparation for your interview. Outline your competencies, education, and experience with each skill.

For skills that you feel you have little competence in, what steps can you take to improve your knowledge and experience in these areas once you’re on the job?

Assignment
1. What are key attributes, skills, and knowledge required to become a successful facilities manager?

2. How do you become a successful facilities manager?

3. What role do good negotiation skills play in your role as a facilities manager?

Assignment Answers
1. The main attributes and skills required to become a successful facilities manager are:

A strong business sense
Mathematical abilities
Keen knowledge of the law
Ability to work under pressure
IT skills
Excellent time management
Negotiation and communication skills

2. There isn’t a single route to becoming a successful facilities manager. Educational background and previous experience are important. That being said, formal education in the field of facilities management is looked upon favorably by employers. The ability to demonstrate solid skills in a fast-paced environment can also help you gain entry into the field.

3. Good negotiation skills help you to obtain goods and services of high quality at a lower cost. They will also allow you to facilitate compromise on projects to avoid conflicts between stakeholders and employees. Negotiating and promoting open communication can keep projects from going over on time or budget.

Module 1 Recap
In module 1 of this facilities management course, we have provided you with a broad overview of the discipline of facilities management. This should give you a basic understanding of the skills required to do your job.

First, we defined facilities management itself and broke it down into the key task and activities involved. We discussed the difference between outsourcing and in-house facility management, along with the advantages and disadvantages of these methods.

Second, we looked at the important attributes and skills you will need to possess in order to be an effective facilities manager. The activities included in this unit are meant to encourage you to look at your personal skill set and identify areas where you may need improvement.

Third, we looked at the different routes to enter the facilities management field as a career.

Finally, we went over some strategies for successful facilities management and the core responsibilities that you will have in this role.