Facilities Management Operations Report

The provided assignment discusses facilities management operations, highlighting its necessity for managing and maintaining facilities in an organization. It emphasizes the development of effective systems for information processing, communication, and control systems needed for facility operations. The role of a facilities manager is also discussed, along with the importance of establishing criteria to measure quality and effectiveness in facilities operations.

Facilities Operations and
Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
AC1.1..........................................................................................................................................1
AC1.2 .........................................................................................................................................2
AC1.3 .........................................................................................................................................2
AC1.4 .........................................................................................................................................3
TASK 2............................................................................................................................................3
TASK 3 ...........................................................................................................................................4
AC3.1 .........................................................................................................................................4
AC3.2 .........................................................................................................................................4
AC3.3 .........................................................................................................................................5
AC4.1 .........................................................................................................................................5
AC4.2 .........................................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Facilities operations management (FOM) is the process of coordinating people and assets
required for the business to operate and carry out facility in a designed manner (Alexander,
2013). It integrates building, personnel, technologies and behavioural sciences within a business
environment also manages the impact on the organization. It is a strategic business procedure for
quality business operations as well as effective and efficient delivery of support services within
the company . This report on FOM will discuss the scenario of an underperforming hotel in UK.
The chosen organization is Titanic Hotel Liverpool. This project will include the analysis of
different roles and responsibilities of facilities manager engaged in facilities operations, ways to
gain customer satisfaction and impact of employer or funding agencies.
TASK 1
AC1.1
Facilities management (FM) is an activity of providing maintenance support, services
required for building administration, real estate to maintain and increase their value. Major
element in the organization is facilities operational management. It helps in effective functioning
and arrangement of business.
Scope:
FM is designed to satisfy clients, employees and resource gaps and the main scope is in
delivering consultancy services integrated into business processes or applied to a project.
Strategy development, business performance and contract management are the range of FM
scope (Becerik-Gerber and et.al., 2011). Introduction of new innovative ideas or techniques for
improving the quality of services, customer satisfaction and assist investments are the features of
a good facilities management. The scope of this kind of management is wide and different which
includes security, cleaning, maintenance, catering, landscaping, hygiene, etc.
Responsibilities of facilities manager for staff engaged in facilities operations:
There are several duties and obligations of a facility manager such as overseeing day to
day activities of a building, reduce cost of operating etc. Some of the main duties and roles are
as follows:
Ensuring daily operations of facilities- Facilities managers needs to inspect day to day
operations and communicate with the decision makers for ensuring that business is running
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smoothly. It checks where staff has been appointed adequately and ensures grievances are solved
quickly.
Employee engagement- Including staff in the decision making process by facilities
manager helps in bringing new ideas and thoughts which can make the operations effective and
efficient (Brown and Bessant, 2013).
AC1.2
Facilities manager has to look for various operations with respect to property of the
organisation. To develop an effectual system of control, the facilities manager needs to work
hard which will aid in proper structure maintenance. Ensuring no damage in the architecture and
maintaining cleanliness is also a responsibility of facilities manager which are all mandatory for
improvement of organization's services through this quality evaluation. They must ensure the
safety and health needs of facilities. It must also plan utilization and allocation of resources,
space for new buildings and restructuring the existing premises.
Building management and operations- They must confirm whether the building space is
allocated properly. Also ensure safety, comfort and productive environment for the customers
and employees visiting the architecture.
Emergency issue dealing- Any breach, safety and security of the facilities involve the
facility manager and they must have plans regarding what needs to be done in such situations.
Total facilities management services- Contracts like access control systems, security,
mechanical and electrical maintenance are to be maintained properly (Chandes and et.al., 2013).
This is to create a control system that supports effective building management.
AC1.3
Providing the best services to customers through satisfaction, retaining lost clients,
understanding and acquiring new customers are the responsibilities of a facilities manager. They
also need to make sure that internal and external clients of the firm are satisfied. Some of the
responsibilities towards customers include:
Customer satisfaction- Measuring the level of satisfaction of customers and ensuring the
best and quality services through modifications.
Safety and security assurance- Customers should be kept safe and secured at the same
time of making them happy.
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Customer service- Facilities manager should ensure that quality and satisfactory
experience is attained by the customers as they always prefer better services with low cost.
Customer retention- Providing better and more satisfaction to the customers will help an
organization to gain market popularity and thereby achieve success in economy (Drion,
Melissen and Wood, 2012). This is the main motive of facilities manager.
Customer empathy- Considerations should be shown to regular or fixed customers by the
facility manager than irregular ones. Priority should be given to the daily clients as they are
fixed consumers who visits frequently to the firm due to the impressive services offered.
Customer feedback- This should be followed by a facilities manager to understand and
hear from the customers about services and products offered to them. It helps in analysing the
weak areas of operations and can make necessary modifications to enhance satisfaction level of
customers.
AC1.4
Funding agencies provide capital to run the operations and facilities of an organization.
Facilities operations are carried out as per the legal or statutory agreements and it controls
operations and workflow of activities within an organization. Public-private partnership is the
long term cooperative agreement in between two or more public or private sectors. They creates
competencies in the market where it operates and may attain increased level of sharing risks
between the private and government sectors (Galindo and Batta, 2013). It is more flexible than
any other arrangements by the public sectors. Management board or trustees affect facilities
operations by ensuring the use of financial controls. Protection of community's assets, cash,
utilization and risk management with quality improvement are their oversight job. Local
authority has reduced the value of facilities operations due to various political and economic
risks. This may continue to occur due to rapid and variable changes happening in the economy,
decisions and policies of government.
TASK 2
Covered in ppt
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TASK 3
AC3.1
Titanic Hotel's operations consists of daily interaction, communication, coordination
between employees, customers and management. Devices like walkie- talkie, emails, telephone
and internet facilities are used to convey or transmit data or information to different people for
the work to be done. Effective communication helps in communicating true and accurate
message to team members for the proper administration of the business activities (Lewis and
Brown, 2012). Utilization of technology to ensure the need of customer and employee
information must be properly managed. Organizations can only be successful with the
communication concept that runs in the business activities of the firm when it is able to manage
and handle it. Hospitality industry also need to have proper communication channel for
conducting operations of business and provide resources to meet their needs. Titanic Hotel
Liverpool uses strong communication channel where the facilities manager controls the
operational processes which are performed in the hotel. Introduction and practice of
Management information system and performance management system help in sharing and
managing information. Data can be stored in databases to avoid any kind of breach or hack
which may loss the valuable content regarding the firm, employees or customers from the
systems in the enterprise. Having a better communication medium and process helps in avoiding
miscommunications and can control a lot of mistakes that may arise at workplace.
AC3.2
A proper control system should be developed by the organization to operate employees
and evaluate their performances or qualities. The developed system should be understandable
and acceptable by all staff within the organization. A budgeting control system should be
developed for each and every department to have a control on expenses and financial aspects.
Equipment starts up and closing down procedures and controls will help in operating and
checking the devices, tools, equipment related to operations of hotel. Spot checking of
workplace, email recording, video recording and monitoring of working environment are some
of the systems to control workforce (Mahadevan, 2015). This helps the facilities manager in
collecting information about customers and employees. It also assists them to motivate the
employees in achieving goals and targets set by the organization through a proper system. These
kinds of controls are implemented to avoid leaking of sensitive information. Titanic Hotel
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Liverpool have developed a control system where the duty of operations manager is to directly
reach the customer in terms of complaints and suggestions. Establishing CCTV cameras and
other surveillance devices in the whole building can be a way to view and know the working of
the hotel and its employees (Panneerselvam, 2012). This way a facility manager can have access
to footage available on cameras thereby helping them to record the work done in hotel and
improve departments that needs changes at the same time see the workforce performing within
the firm.
AC3.3
Management of Titanic Hotel Liverpool needs to ensure that everything is in place by
keeping the building of firm in best shape. The main thing to consider is the cleanliness of the
architecture at all times to maintain clean and tidy surfaces. Facilities manager needs to make
sure that no repairs are pending or lapse which may affect the building and if anything is pending
it needs to be carried out immediately to avoid further damages and unnecessary maintenance
costs. Various systems required by facility manager for effective building management are:
Fire alarm system- This control system provides a checking and sensing of any kind of
flames or combustion that may cause the hotel. It also renders an evacuation program to save the
people and building from the risk.
Plumbing systems- They are the controls to mange the maintenance and working of
systems that provides sanitary processes or water operating at the hotel facility. It will check the
activities with plumbing features.
CCTV and surveillance- It is a system to control the visits and exits of people or vehicles
from the hotel by observing or monitoring through installing cameras at each corner of the
premises. This also keeps a track on the employees of hotel and its operations. All the activities
and working of the business can be monitored and controlled by help of this system.
Security and observation systems- This will include the security, safety mechanisms
installed within the hotel.
Automation and Operational & Maintenance systems- They are automated operations
and maintenance systems which are installed in the hotel.
AC4.1
The facility manager set some criteria to evaluate the effectiveness and quality of the
facilities operations at hotel:
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Development of standards mission and vision for the facility and company- To provide a
good direction to the employees and team the company needs to develop these values or beliefs.
It is essential to have a reason for the operation of an organization by developing a vision ,
mission and standards.
Setting targets, objectives and plans- To control tasks, functions and programs which are
conducted in the hotel certain changes are introduced to improve effectiveness and quality
(Subramanian and Ramanathan, 2012). It is an automated process of checking on various devices
which are present in the hotel and does not nee any manual tracking systems.
Implementation of training and developmental programs for employees- Providing
training and development programs to the staff working in the hotel will help to build essential
skills and competencies among team members. These also motivates the workforce work
efficiently towards the goal attainment thereby enhancing own skills and traits.
AC4.2
Titanic Hotel Liverpool is concerned about the effectiveness of its dealings and through
balances and proper check also by assigning control to facilities operations managers they
maintains quality and outcomes of its operations. Evaluation and review procedures that could be
installed in facilities operations are the following;
Proactive check and checklist of O & M – Different types of processes can be checked
with respect to operations and maintenance of the hotel or building which is included in the
checklist. This will keep a check on the tools, techniques and machines in the organization.
Review and evaluation of training organized for several staff at the hotel- There is a
need to measure and judge the level of understanding a staff earned from the training and
development program which they have undergone (Alexander, 2013). This is to know whether
employees have learned the mechanisms and processes after the training evaluation techniques
and procedures.
CONCLUSION
From this report on facilities operations management it can be concluded that this process
is necessary for managing and maintaining facilities in an organization. It also develops effective
systems for information processing, maintaining communication and identifies the control
systems needed for operations of facilities. This assignment also discussed the importance of a
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facilities manager who is having responsibilities of managing operations of a company, towards
staff and customers. The systems required for effective building management, establishment of
criteria to measure quality, effectiveness of facilities operations along with their implementation,
and evaluation are also being studied.
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REFERENCES
Books and journals
Alexander, K., 2013. Facilities management: theory and practice. Routledge.
Becerik-Gerber, B., Jazizadeh, F., Li, N. and Calis, G., 2011. Application areas and data
requirements for BIM-enabled facilities management. Journal of construction engineering
and management, 138(3), pp.431-442.
Brown, S. and Bessant, J., 2013. Strategic operations management. Routledge.
Chandes, J. and Paché, G., 2010. Investigating humanitarian logistics issues: from operations
management to strategic action. Journal of Manufacturing Technology
Management, 21(3), pp.320-340.
Drake, D.F. and Spinler, S., 2013. OM Forum—Sustainable Operations Management: An
Enduring Stream or a Passing Fancy?. Manufacturing & Service Operations
Management, 15(4), pp.689-700.
Drion, B., Melissen, F. and Wood, R., 2012. Facilities management: lost, or
regained?. Facilities, 30(5/6), pp.254-261.
Galindo, G. and Batta, R., 2013. Review of recent developments in OR/MS research in disaster
operations management. European Journal of Operational Research, 230(2), pp.201-211.
Kato, T., Nakajima, T., Saito, T., Okitsu, J., Shiga, Y. and Miki, Y., Hitachi Ltd,
2015. Operations management methods and devices thereof in information-processing
systems. U.S. Patent 9,128,704.
Krajewski, L.J., Ritzman, L.P. and Malhotra, M.K., 2010. Operations management: processes
and supply chains. Upper Saddle River, New Jersey: Pearson.
Lewis, M.A. and Brown, A.D., 2012. How different is professional service operations
management?. Journal of Operations Management, 30(1-2), pp.1-11.
Mahadevan, B., 2015. Operations management: Theory and practice. Pearson Education India.
Panneerselvam, R., 2012. Production and operations management. PHI Learning Pvt. Ltd..
Subramanian, N. and Ramanathan, R., 2012. A review of applications of Analytic Hierarchy
Process in operations management. International Journal of Production
Economics, 138(2), pp.215-241.
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