January 2020 Content Feature: Quality

**UPDATE: Sorry for the technical difficulties with this month's feature. We had some server issues that deleted the monthly feature. They have been resolved and here's the feature on Quality content posted again. Sorry for the trouble. Hope you enjoy this month's content!

As a facility manager you need to manage and measure the standards and quality of your facility and service providers. This collection of articles, webinars and videos will teach you how to use KPIs to improve facility performance and enhance employee productivity.

Some of the following features require IFMA Member or Knowledge Pass access.

Open Access

Improving Facilities Work Management Using Statistical Process Control (SPC)
Learn how a leadership team acquired standard performance metrics to measure the effects of current/improved processes and manage their implementation using four measurement categories: customer satisfaction, cost/efficiency, cycle time and defects.

Workplace Change Management: An Overview
People have a natural resistance to change. Despite good business reasons for transforming the workplace, employees often feel vulnerable during the process. Workplace change management should be executed carefully and thoughtfully. The goal is to create a well-crafted program that provides support for employees, assisting them in getting back to work quickly to avoid productivity loss. This paper discusses the importance of workplace change management and provides basic steps to success.

Registered Access

Better Than Financial Metrics: The Importance of Environmental Performance Metrics
Effective environmental performance measurement proves organizational environmental responsibility, but also points to actions that can further enhance environmental performance while simultaneously improving operational and capital performance.

Maintaining the Quality of Constructed Facilities Using the Performance Information Measurement System
This study focuses on implementing a measurement system through visual inspection to identify the performance of installed sprayed polyurethane foam roofs (94 roofs) by high performing contractors over a period of three years in 2011, 2012 and 2013.

Premium Access

Developing an Effective Customer Satisfaction Survey
The Facility Management industry is continuing to strengthen its position as a “customer-focused” business services provider. Surveys are a good way to capture this data. BUT BEWARE – surveys need to capture the right information with the least amount of effort required.

The Next Wave: Inspiring future FM Leaders to Embrace Challenges and Opportunities
A presentation about the changing FM world wherein FM leaders’ ability to embrace change is framed by strategic skill development for responsible resource management and the necessary innovation of FM vision, implementation, and marketing.

Establishment of KPIs for Facility Performance
Identification of key performance indicators (KPIs) and classification based on aspects of facility performance measurement: financial, physical, functional, and survey-based, including their description, units of measurement, and literature sources.

Improving Facility Management Operations Through Performance Metrics
Use a customizable maintenance management system (CMMS) to measure performance in organizational effectiveness and efficiency. Then, optimize performance metrics to establish standards, and analyze your data for continuous operational improvement.

Tips on Enhancing Employee Productivity in the Workplace: What FMs Can Do to Contribute to Employee Productivity
Paying attention to employee satisfaction and comfort shows your employees that you care. Happy employees lead to better business results. Using Dr. Sally Augustin's bibliography titled "Applying What Scientists Know About Where and How People Work Best," this article provides tips to help you enhance employee productivity.

Integrating Quality into FM Operations
An overview of Quality Management System (QMS) concepts plus steps explaining how to develop and manage an operationally-specific QMS for sustainable facility management and continuous improvement of service delivery.


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