Quality Facility Management

This course explores the evolution of Total Quality Management as defined in manufacturing and extending the principles to Facility Management. Quality is a performance priority for top level organizations, especially those that are service-based.

Government, educational, non-profit and private sector organizations set quality objectives for their core businesses. This course provides a template for establishing quality objectives for the facility organization, focusing on meeting and exceeding client (customer) expectations, driving cost efficiency and retaining cost effectiveness.

Course Objectives:

• To understand:
  • The management principles of Total Quality Management (TQM), its history, and how it can be applied to facility management units.
  • Common sense realities of maintaining quality control in a corporate facilities environment and developing a culture of continuous improvement.
  • Fact-based decision making and a focus on process mapping.
  • The importance of customer service and evaluating performance over time.
  • Quality standards and certifications, benchmarks and the process of benchmarking.

To be able to:

• Develop a set of measurements, determine the cost drivers and establish the metrics for reporting to senior management.
• Apply management statistical tools to establish methods of measuring effectiveness, efficiency and responsiveness of all facilities services.
• Determine the level of services that will address occupant needs within the resources allotted by the company (people, budget, time frame).
• Develop an applicable survey instrument to measure customer satisfaction.