Quality in FM Quality of LIVEmedia.firabcn.es/content/S102011/ponencies/Remko_Oosterwijk.pdf · –...

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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

Transcript of Quality in FM Quality of LIVEmedia.firabcn.es/content/S102011/ponencies/Remko_Oosterwijk.pdf · –...

Page 1: Quality in FM Quality of LIVEmedia.firabcn.es/content/S102011/ponencies/Remko_Oosterwijk.pdf · – Client Satisfaction – Conditions 2. Benchmarking – Benchmarking as a supporting

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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

Page 2: Quality in FM Quality of LIVEmedia.firabcn.es/content/S102011/ponencies/Remko_Oosterwijk.pdf · – Client Satisfaction – Conditions 2. Benchmarking – Benchmarking as a supporting

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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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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

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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!

Page 5: Quality in FM Quality of LIVEmedia.firabcn.es/content/S102011/ponencies/Remko_Oosterwijk.pdf · – Client Satisfaction – Conditions 2. Benchmarking – Benchmarking as a supporting

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© 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

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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?

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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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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)

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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.