Performance and Quality management are essential for ensuring that the operations and maintenance of a facility meet or exceed industry standards and customer expectations. A facilities manager with a strong focus on performance and quality can develop and implement standards for the facility organization, measure service quality, and continuously improve work processes.
Some key aspects of the performance and quality management competency for facilities management include:
- Developing and managing/overseeing the creation and application of standards for the facility organization: This includes establishing key performance indicators, developing and maintaining specifications for materials, equipment, furniture, and finishes, and implementing best value practices.
- Measuring the quality of services provided: This includes monitoring customer satisfaction and service delivery performance, collecting and analyzing data from various sources, and conducting assessments of third-party providers.
- Managing/overseeing the improvement of work processes: This includes assessing ways to improve workplace productivity and developing and implementing process improvements.
- Ensuring and monitoring compliance with codes, regulations, policies, and standards: This includes auditing and documenting compliance and confirming that the facility complies with relevant codes, regulations, policies, and standards.
Overall, a strong focus on performance and quality is essential for a facilities manager to ensure that the operations and maintenance of a facility meet or exceed industry standards and customer expectations. It also helps to ensure that the facility complies with relevant codes, regulations, policies, and standards.