B38 Group: Facilities Management Support Services Analysis

This report provides a comprehensive overview of facilities management, focusing on the B38 Group as a case study. It explores various aspects of support services, including those provided in public, private, and non-profit sectors. The report details different delivery options such as single service contracts, bundled service contracts, and total facilities management contracts. It analyzes the cost-effectiveness of these options, emphasizing the importance of fostering a strong culture and supervising efficiently. The report also covers identifying user requirements, managing and monitoring services to meet standards, and ensuring safety in contractor and in-house staff management. Finally, the report discusses methods for determining, monitoring, and managing support services budgets, along with options for addressing budget variations. The report highlights the significance of aligning facilities management strategies with the chosen delivery options to achieve optimal results.

Table of Contents
INTRODUCTION..............................................................................................................3
TASK 1...............................................................................................................................3
Understand the support services and the options for delivery that are typically
provided in facilities management.................................................................................3
1.1Describe a typical range of services which may be encompassed within facilities
management in all sectors of the private, public and not-for-profit economy...............4
1.2 Explain the different options for delivery of support services................................5
1.3 Explain the cost effectiveness of the various delivery options................................6
1.4 Relationship between the facilities management strategy and the preferred option
for delivery of support services.....................................................................................8
TASK 2...............................................................................................................................9
2.1 Describe ways of identifying the requirements of the user.....................................9
2.2 Explain how support services are managed and monitored to ensure that they
meet required standards...............................................................................................11
TASK 3.............................................................................................................................12
3.1 Importance of safety system associated with management and control of
contractors and in-house staff undertaking support services work..............................12
3.2 The role of Facilities manager in ensuring compliance with legislation and good
practice related to the delivery of support services......................................................13
TASK 4.............................................................................................................................15
4.1 Ways to determine, monitor and manage support services budgets......................15
4.2 Adverse budget variation and options for reconciliation.......................................16
CONCLUSION................................................................................................................17
REFERENCES.................................................................................................................18
Books and Journals......................................................................................................18
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INTRODUCTION
Facility management refers to a professional management service or discipline
which effectively focuses on various aspects of delivering support services to an
organisation. This can be defined as an organisational functional which helps in
integrating people, place, processes and technology in an already existing organisation
so that they may improve quality of work and life for people working in a business along
with enhancing productivity of organisation. The core competencies of facilities
management include communication, human factors, hospitality, quality, leadership,
technology, finance and many more. In the following report discussions are made on
B38 Group which is a leading company in the industry of facility management. It is
spread across various sectors including health, education, logistics, automotive, sports &
leisure and many more (Pishdad-Bozorgi and et. al, 2018). The following report includes
discussion on various support service options provided under facilities management. It
also explains various ways through which support services are managed and identified in
an organisation. The importance of health and safety in delivering support services in the
facilities management industry is explained in this report. At the end the report explains
various ways to manage revenue/ operational budget in the provision of support services.
TASK 1
Understand the support services and the options for delivery that are typically provided
in facilities management
There are various support services as well as delivery option offered in facilities
management for satisfy customer in an effective manner. In context of B38 Group, they
provide effective services such as maintenance of property, construction, energy services
as well as many more for satisfying customer. There are wide range of facilities
provided by different sectors such as public, private as well as not-for-profit company in
addition to this, there are various options such as single service, bundled service as well
as total facilities management services contract in order to provide support to delivery. It
is necessary to choose to cost effective method for offering delivery in an effective
manner which is going to be mentioned below:
1.1Describe a typical range of services which may be encompassed within facilities
management in all sectors of the private, public and not-for-profit economy
There is wide range of facilities which is provided by B38 Group to all sectors such as
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public, private as well as not-for-profit economy which is discussed below:
Public service delivery: In this delivery mechanism, there are various services
which is provided to public through municipal, local as well as federal government. In
other words, it is the kind of services which is offered by government to the public
directly as well as by funding provision of services in an effective manner. In addition to
this, there are various facilities provided by its public such as health care, education as
well as social services. Apart from this, the facilities included infrastructure, protecting
environment and many more. In assistance of this, there are various services which are
provided in an effective as well as effectual manner at relatively fever cost. They are
focusing on different kind of services to its public such as provide health care facilities
as well as educational services to its public in order to increase their standard of living
during the period of time. Therefore, it has been stated that there are various types of
services provided by government to its public in an effective manner (Giel and Issa,
2016).
Private Service delivery: There are various services which are provided by
private sector to its customer in order to satisfy them. Their main focus is to increase
profitability level in future period of time. Therefore, it is necessary for organisation to
make effective strategy, policies as well as procedures in order to identify the need of
customer. Then, they focus on providing innovative and unique delivery services to its
user at affordable cost. It boosts profit in upcoming period of time. They offer various
kinds of services such as transportation facilities, effective delivery services to its user at
affordable cost in order to satisfy them.
Non-for-profit company: These organisations are those who make profit in
order to meet need and wants of stakeholder, employees and remaining amount is
contributed towards society for increasing their standard of living at workplace. Their
main purpose is to increase welfare of society in order to boost living standard of
individual person in society. In addition to this, by contribution towards society by
company increases their brand image and reputation in front of customer towards
delivery services provided by business organisation in an effective manner. The main
purpose is to satisfy customer by offering them innovative services during the period of
time (Cavka, Staub-French and Poirier, 2017).
The B38 Group focuses on adopting private services delivery to its customer in
order to satisfy them. They offer wide variety of facilities to its customer for boosting
profit in future period of time. It enhances brand image and reputation of company in
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front of customer at marketplace. In order to provide effective services, it is necessary to
offer unique as well as innovative services to its customer at affordable cost in order to
gain competitive advantage over rival firm at marketplace.
1.2 Explain the different options for delivery of support services
There are various options which are used for delivery of support services which is going
to be mentioned below:
Single service contracts: The single service contract is described as a process in
which there is one or more than one services will be outsourced to a series of various
contractors. It is easy to handle this kind of services because the provider of services is
only fulfilling the responsibility towards single service in an effective manner.
Therefore, it is necessary to have a specialist in order to implement advanced trends as
well as development. There are various benefits of this single service contract such as it
is easy to monitor and control this service which is provided by services provider in an
effective manner. On the other hand, if they outsource wide range of services from
various service providers then it is difficult to handle contract and it is not cost-effective
method s determined as a limitation for company. The main purpose is to execute latest
trends in order to execute single service contract in an effective manner. It increases
sales as well as profitability level in future period of time (Maduku, Mpinganjira and
Duh, 2016).
Bundled service contracts: The bundled service contract is described as a
process in which consolidation of the need of two or more procurement for products as
well as services that is offered previously or it is executed under single contract. In
addition to this, it is cheap method in which various services are provided including
similar subordinates in order to complete contract in better way. Apart from this, the
bundled facilities save the cost and increases level of profit in future period of time. It
increases sales as well as profitability level in future period of time. In addition to this, it
helps in boosting brand image and reputation of company in front of customer at
marketplace.
Total facilities management contract: Total facilities management is
considered as a process which is used for outsourcing the different need of managing
facilities to one supplier. In addition to this, it is necessary to manage one contract in an
effective manner. Therefore, it is important to handle contract which is easy. In addition
to this, it helps in making budget at fixed cost in an appropriate way. It is good option in
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order to delivery of support services. By adopting this kind of contract in tackling duties
as well as risk linked with facilities provided by one company. Herein, the services
which are provided by supplier in order manger the requirement of facilities in an
effective manner.
From the above-mentioned services, it has been analysed that the company
named as B38 Group adopted total facility management in order to provide effective
services to its customer. And also, they focus on making suitable strategy, policies as
well as procedure in order to satisfy the need of clients. It helps in achieving goal as well
as objective in upcoming period of time. In addition to this, they offer total facility
management to its customer over increasing satisfaction and motivation level of
customer towards company. And also, it boosts level of profit in future period of time. In
addition to this, it helps in making budget at fixed cost in an appropriate way. It is good
option in order to delivery of support services. By adopting this kind of contract in
tackling duties as well as risk linked with facilities provided by one company
(Dobrzykowski, McFadden and Vonderembse, 2016).
1.3 Explain the cost effectiveness of the various delivery options.
There are different types of options related to delivery that are cost-effective in
relation to B38 Group which is going to be mentioned below:
Foster strong culture: It is necessary to foster string culture in order to provide
effective delivery services to its customer at relatively fewer prices. There are various
kind of risk occurs such as fiscal as well as labour risk, accident on job site and the risk
related to adopting good which are in low quality. These types of risk faced by
organisation during the period of time while they employee’s talented and competent
subordinates. Therefore, it increases cost while delivering in an effective manner. Thus,
it has been stated that it is vital to provide effective services by adopting strong culture
to its customer at affordable cost in order to satisfy them.
Efficiency of supervision: In order to provide effective delivery services to its
customer, it is important to supervise it in proper manner. The top management focuses
on hiring that supervisor who provides effective training session to its employees
regarding delivery services to its customer during the period of time. The main purpose
is to increase level of profit in future period of time. In addition to this, they provide
convenient delivery to its customer in order to satisfy them. They offer delivery services
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which are cost effective and give more and more revenue in coming time. They want to
increase trust and loyalty of customer towards services provided by them (Cetin and
Walls, 2016)
Track employee’s availability: Herein, it is necessary for company to identify
the present resources in order to satisfy the need which occurred in future period of time.
In addition to this, they also assess capability of employees in order to provide effective
delivery to its customer in future period of time. Apart from this, it is necessary to
anticipates use of resources in order to increase sales and profit in future period of time.
Their main purpose is to offer superior quality services to its customer in order to
increase brand value and reputation of business organisation in front of customer in
future period of time and it also increases experience level of user which helps in
achieving leading position of company across the world.
Access to specialist expertise: In order to provide cost effective delivery
services to its customer, it is necessary to have experts in offering these services in an
effective manner. Their main purpose is to provide unique and innovative delivery
services to its user in order to increase their satisfaction as well as motivation level
during the period of time. And, it is vital to offer effective training to its employees in
order to bring positive environment at workplace. It is useful in providing better services
to its customer in order to satisfy them.
Responsiveness to change: It is necessary to adopt changes in order to provide
unique and innovative services to its customer for satisfying them. In context of B38
Group, they adopt changes for offering delivery services to its customer in order to
increase profitability level in future period of time. And also, it boosts profitability level
in future period of time. Apart from this, it is important for organisation to consider
external environment while making effective strategy related to providing effective
delivery services to its customer in order to satisfy them. Their main aim is to increase
sales as well as profitability level by fulfilling changing need of customer during the
period of time. Therefore, it has been analysed that B38 Group provide cost-effective
services to its customer at low cost in order to increase competitive advantage over rival
firm at marketplace.
From the above-mentioned delivery option, it has been analysed that the company adopt
responsiveness to change strategy in order to provide effective delivery services to its
customer in order to satisfy them. In addition to this, they want to change their strategy,
policies as well as procedure to completely satisfy changing need of customer at
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marketplace. They also consider external environmental factor while making effective
tactics in order to offer cost effective delivery services to its user in order to increase
sales as well as profitability level in future period of time. It also increases brand image
and reputation of organisation in front of customer at marketplace (Leon and Calvo-
Amodio, 2017).
1.4 Relationship between the facilities management strategy and the preferred option for
delivery of support services
Facilities management can be said to be effective management of space and
place in an organisation through integrating all the support infrastructure in order to
deliver services to employees and customers at its best while enhancing the performance
of organisation.
The delivery option chosen by company and the strategy for facilities management a
directly related as the strategy is developed in such a way that delivery support services
can be enhanced in a company to provide better performance in company. The strategy
of company is derived through various delivery options which company chooses to
integrate in their management. The following company used for this report uses single
service contracts, bundled service contracts and total facilities management contract. In
facilities management strategy the objective and aim of organisation which the
management has to fulfil are described first. Based on this objective the required option
for delivery of support services will be chosen by the organisation.
B38 group adopted total facility management in their support service Delivery so
that they can effectively fulfil all the requirements of their customers. All the policies
and procedures required to satisfy the need of their clients are included in the strategy.
This strategy will help them in achieving the goals and objectives in the stipulated time
period full stop it is seen that at this strategy helps in increasing customer satisfaction
level provided by company. It also helps in increasing the motivation level within
employees in the company (Gluch and Svensson, 2018). Through this company achieved
its aim of required revenues and profitability for the given time period. With the help of
this strategy budget for or support services delivery is fixed by the organisation.
Through adopting these delivery of support services companies is able to handle the risk
which they might face in future and also so take opportunities in order to earn benefits.
This strategy also help company to make sure that delivery support services meet
the end user requirements, reduces cost and efficiently uses all the resources present
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which company. Along with it this also helps business in maintaining its continuity
through reducing lost revenue enhancing reputation of business and decreasing the
disgruntled customers of company. Facilities management service strategy also helps
B38 in ensuring that all the legal and regulatory compliance are fulfilled by company
full stop this usually includes waste regulations, employment laws, environmental
legislations and contract law. It also helps company by supporting them in their
corporate social responsibility so that the organisation can have a wider impact on its
surrounding and nation as well as worldwide. In this way the facilities management
strategy and the preferred option of delivery of support services in a company are
interrelated.
Task 2 – User requirements and standards monitoring
This task addresses the whole of Learning Outcome 2. Your answers must address
the Assessment Criteria shown in the following table:
Unit Learning Outcome Assessment Criteria
FM4.04 02 2.1, 2.2
Task 2 comprises two questions: You may address questions separately or
combine them into a single answer for this task. Your answer in either case must
fully address the assessment criteria in the table shown above.
Word count limit: 1,200
a. Describe the customer base for the facilities management operations in your
present organisation (or one you are familiar with). Explain how the different
customer requirements are identified.
b. Explain how support services are (or could be) managed and monitored in the
organisation identified in Task 2a to meet required standards.
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Task 3 – Safe systems of working
This task addresses the whole of Learning Outcome 3. Your answers must address
the Assessment Criteria shown in the following table:
Unit Learning Outcome Assessment Criteria
FM4.04 03 3.1, 3.2
Task 3 comprises two questions: You may address questions separately or
combine them into a single answer for this task. Your answer in either case must
fully address the assessment criteria in the table shown above.
Word count limit: 1,200
a. Using examples from your present organisation (or one you are familiar with)
explain how the work performed by in-house and contractor facilities staff is
controlled by safe methods of working.
b. Identify the health and safety legislation that is relevant to the services identified
in Task 3a. Explain the role of the facilities manager in ensuring legal compliance
and good practice in safe systems of working.
3.1 Importance of safety system associated with management and control of
contractors and in-house staff undertaking support services work
The safety system associated with the management it is important in order to
control the contractors as well as in house staff who are undertaking support service
work for a company. This safety management system in an organisation includes the
health and safety work of organisation planning process for ill health prevention and
accidents in an organisation responsibilities of the line management as well as the
practice procedures and resources which are developed and implemented in order to
maintain safety and health policy in an organisation. The development of key
elements of a successful safety system in an organisation includes policy and
commitment, planning of the system, implementing as well as operating the system in
organisation, measuring performance of the system and at last auditing and reviewing
the performance that system has provided to the organisation.
There are a number of responsibilities of management in order to implement
safety of employees and contractors working for them. The responsibility lies within
the hand of employer. Through this the responsibility can be delegated to executive
directors, line managers, supervisors and employees as well.
There are basically three reasons due to which an organisation has to make
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sure that they have a well-built health and safety system in organisation for employees
as well as their contractors. This three importance are mentioned below:
 Legal: It is important for an organisation to fulfil various legal requirements
regarding the safety of employees who work for them. There are a number of laws
and rules which are made by government that specifically state the importance of
a safety system in an organisation (Miettinen and et. al., 2018). It is often seen that
if the organisations do not fulfil these legal requirements regarding safety of their
human resources there can be major legal proceeding against the firm. These may
damage the financial standing as well as the goodwill of firm which they have
built over the period of its existence. All these reasons make it essential and
important for a firm to develop a well built legally fulfilling safety system in an
organisation.
 Moral: It is often believed that the organisation has various responsibilities
towards the employees working for it. It is important for organisations to take care
of health and safety of those working for them it is ethically required by the
employer to fulfil these responsibilities. Moral responsibilities refer to the believes
and ethics which an organisation follows. Fulfilling all its moral obligation
towards the employees will also enhance positive working environment in
organisation. Other than this it will also help organisation to always keep its
employees motivated and encouraged. These are various ways through which
organisational behaviour in a business organisation can be enhanced. The personal
as well as organisational goal can be aligned between employees and organisation.
When an organisation fulfils all its moral responsibility the employees will also
fulfil their responsibility towards the organisation, and this will increase
productivity in the firm. These are various factors which will lead to the
importance of a safety system in organisation.
 Financial: If an organisation does not have a proper health and safety system
build for its employees this can lead to various financial deprivation for the
company. Therefore, it is important for organisation to maintain a proper safety
system. There can be legal proceedings on organisation if they do not provide
safety system which might then lead to huge monitory losses for company. Also,
according to safety guidelines, the organisation is required to compensate to those
employees who are injured or have to face health issues while working. These are
huge financial spending by an organisation. In order to avoid these organisations,
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develop various health and safety systems.
3.2 The role of Facilities manager in ensuring compliance with legislation and good
practice related to the delivery of support services
Facilities manager in an organisation are basically responsible ensuring the
efficiency of physical infrastructure in a business. They are also responsible for
various areas including enhancing the efficiency and also cost-saving in an
organisation. However, the basic role of a facility manager varies in companies.
Below mentioned are some of the job responsibilities of a facility manager in B38
Group:
Moral
 They are required to develop a proper strategy and communicate that strategy to
all their subordinates well.
 The management of space within an organisation in order to ensure smooth
functioning of all the functions and operations in an organisation is also the duty
of a facility manager.
 The infrastructure for communication within an organisation is also developed by
the facilities management. The ways in which various employees in an
organisation will communicate with each other will be derived by a facilities
manager.
Legal
 The administration within an organisation is built by facilities manager. The
hierarchy of all the employees and the control, power and responsibility vested in
hands of each of them is derived by facility manager in B38.
 Testing and inspection of work done by others in an organisation is also done by
the facility manager. It is their duty to manage performance and control the work
done by various employees in the organisation.
 The EHS which stands for environment, health and safety is also managed by a
facility manager in B38. They look after various ways through which the
organisations can fulfil their responsibilities towards the environment and
surrounding in which a business is running along with taking care of health and
safety of various employees who are working for them.
Financial
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 It is the job a facility manager in an organisation to continuously formulate
various business plans and strategies to run a business effectively. Through this
they can continuously monitor the performance of their employees and keep on
evolving in order to enhance productivity and increase the profitability for
business.
 Security is also a major function which managers in B38 look after (Fairchild,
2019). They need to make sure that they secure safety of their infrastructure,
employees, customers as well as all the other stakeholders which are related to the
company. All this is required to be in budget.
 It is also the duty of managers in an organisation to renovate and reimburse for
any damage or mismanagement cost to their infrastructure. Along with their duty
to a lot the budgets to all different departments in organisation they also look after
renovations which are necessary to maintain the infrastructure for smooth flow of
work in the organisation.
In this way the facility manager in B38 group look after management of work in the
organisation. Along with it they also make sure that they maintain good relationships
with all their suppliers, managers, employees, executives, contractors and other
stakeholders related to B38 Group.
Task 4 – Budget management
This task addresses the whole of Learning Outcome 4. Your answers must address
the Assessment Criteria shown in the following table:
Unit Learning Outcome Assessment Criteria
FM4.04 04 4.1, 4.2
Task 4 comprises one question: A single answer is required for this task. It must
fully address the assessment criteria in the table shown above.
Word count limit: 1,200
a. Using examples from your present organisation (or one you are familiar with)
explain how budgets for support services are established and monitored. Explain
how you can identify an adverse budget variation and the different options
available to reconcile it.
4.1 Ways to determine, monitor and manage support services budgets
It is necessary for organisations to make sure that they have a good practice and
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