Am I Getting What I Paid For? Beyond the Metrics
Whether you outsource or insource facility management, knowing the quality of work executed on your behalf is of the utmost importance. All the standards, guidelines, operating procedures outline what you expect but what you are willing to accept establishes the implied “real” requirements. As Facility Managers, we’ll explore the steps we can take to set the stage and the actions we can put into motion to assure ourselves of quality work. Aspects that will be discussed for consideration include; Service level agreements, KPI’s, Lean processes, audits, scorecards. Participants will take-away some quick to implement means to begin ensuring the quality of work in their organizations. A case study of the development of improved quality at Harvard Medical School Facilities will be reviewed.
1. Discuss a the concepts of a Facility Quality Management Program
2. Provide an overview of ISO 9001 as it relates to Facility Management
3. Review the opportunities to set the quality program early on
4. Review the introduction of an FM quality program at Harvard Medical School