The Quality Assessment and Innovation Competency Course

You are responsible for the biggest asset on the company's balance sheet and the second biggest cost element on the income statement. People depend on you for comfort, cost-reduction, image and efficient workflow. How do you keep track of it all? How do you know not only what results you are getting, but also why you're getting them? Apply tools that integrate all the FM competencies into a complete, simple system focused on delivering quality and improving service. Identify reliable information sources for establishing quality standards.

Learning Objectives

Part 1: Benchmarking
Participants will learn how to document the processes they use to produce FM results and then compare their processes with the best in the industry. This documentation permits you to control the work you and your associates do so that you can achieve the results you want. Objectives include:

• Use systems thinking to describe and manage FM as an integrated system and apply the basic approaches to quality used by facility managers
• Map how FM services support both core and support processes in your company
• Collect and utilize baseline data to analyze FM quality in meaningful ways
• Identify what processes to benchmark and how to organize a benchmarking project

Part 2: Data Analysis
Participants will learn how to analyze operations and learn why they get the results they do. Objectives include:

• Develop unbiased, reliable data
• Formulate questions of FM quality
• Develop quality control documents
• Develop client satisfaction surveys and report the results
• Utilize data to identify the system causes of the results received

Part 3: Innovation
It is important for the competency facility manager to continuously investigate ways to improve facility services, assess risks and opportunities and conduct pilot tests when developing new procedures. Objectives include:

• Set FM performance standards to make incremental process improvements, as well as comprehensive, strategic improvements
• Assess risks and opportunities
• Design and evaluate pilot studies
• Integrate innovation into ongoing operations

Part 4: Auditing and Continuous Improvement
In today’s environment, businesses seek to provide quality products and unsurpassed service while minimizing costs. These factors compel every facility manager to identify opportunities to continuously improve programs and processes. Thus the competent facility manager is able to manage ongoing audit activities that will ultimately yield the results they want. Objectives include:

• The purpose of quality auditing and essential elements of a successful ISO audit
• Apply Baldrige Criteria in order to produce the highest level of quality and continuous improvement in your organization

1.5 CEUs 15 CFM Maintenance Points