Strategic facility plan operational structure supports, aligns with organizational strategy and fm drivers operations policies and procedures tactical initiatives operational planning work. Service level agreements slas for facility services. The kpis are detailed in table 2 and are attached to this document. Service level agreement, clear and detailed service description, is also mandatory in facility management, for soft or hard services. Sla and kpi are elements of business process management, which is abbreviated as bpm. Service level agreement is a governance mechanism to facilitate the performance management of the facility management services. Service level agreement for provision of service facilities. Any business unit, or business line, must have service or product description, what they are offering to the users. Governance in outsourcing facility management article pdf available in jurnal teknologi 735 march 2015 with 2,787 reads how we measure reads. Service level agreement sla for customer by company name effective date. When it comes to facilities management, there are numerous kpis you can measure to do just that from the cost of maintenance and work order performance by both internal teams and subcontractors to asset performance, work force usage, asset performance and call resolution against slas.
In the outsourcing of facility management, contract play. Key performance indicators directors from each department within fm have set goals for performance improvement. For all businesses committed to providing goods and framework of. In part, because it takes time and resources to create, then monitor and manage them. The office of facility management provides world class services through a dedicated, diverse, and professional workforce, committed to providing a safe environment for people and. This description contain the service itself, delivery time, warranty, technical. Effective service levels are leading indicators of vendor performance. Difference between key performance indicator kpi and. Service level agreement sla frequently asked questions as of. Operational services generic service level agreement. As a foundation course in facility management, this course is ideal for all entry level and junior facility managers. Well, although sometimes they are referred to as synonyms, there are. Review of literature article pdf available in facilities 28910 july 2010 with 4,292 reads how we measure reads.
Establishment of kpis for facility performance measurement. Service level agreement based on balanced scorecard and kpis. The facility management function provides world class services through a dedicated, diverse, and professional workforce, committed to providing a safe environment for. Sometimes slas are the wrong management tool for facility services. General services administration gsa networx service. Service level agreement sla frequently asked questions. The mission of facilities services is to provide a safe, functional, clean and attractive campus environment for.
Wherever possible, services shall be sourced in a competitive marketplace and tenders will be. Department of facilities services service level agreement. Principal of facility engineering associates chris is a founding principal of facility engineering associates, with over 35 years of experience in facility management and operations. What are key performance indicators for facilities managers. The best practices in facility management creating an environment of operational excellence. In each case, the medium online, inhouse, manual, etc. Key performance indicator kpi dlc project management page 5 10. Printing services service level agreement 2006 print and copy production background this service level agreement is designed to allow printing services and the customer to. The service level agreement forms the agreement between the university of waikato and facilities management technical. The key performance indicators for the maintenance organization may include key performance indicators for other areas of. Our solution provides you with the ability to measure. However, slas arent used as frequently in facility maintenance and services as youd think.
Pdf establishment of kpis for facility performance. The purpose of this service level agreement is to describe the key services provided by the estates and facilities department and the overarching quality standards and degree of. Governance mechanism is playing vital role in service performance. Service level agreement is a governance mechanism to facilitate the performance.
Service level agreement in facilities management erp fm. Facility management provides the fundamentals for any organisation which connects the various aspects to operate as a single entity. The facility management department of an organization may develop the metrics program as a strategic framework that contains specific important elements for achieving the overall. Sla management handbook the open group publications catalog. Efficient facility management with readytouse kpi scorecard. Choosing the right facility management kpis laurie gilmer, p. Residences cleaning service level agreement and kpis. Performance metric is a measure of some activity related to a. Maintenance, procedure, service level agreement, services. Facilities management kpis april 23, 2008 posted by sezgin kaya in kpis. Educational facilities, facility management, key performance indicators, maintenance, simulation. Residences cleaning service level agreement and kpis 1 introduction monthly site walk rounds should occur with the regional fm rfm and accommodation manager am to monitor am. Kpis in service 1 introduction the kpis key performance indicators and their uses discussed in this ebook are from outsourced facility services.
Appa institute of facilities management general administration and management. In this post i would like to explain the difference between kpis and slas and. Facility management software and how it can help your company. Engage all midmanagement level employees and above in leadership. The difference between a kpi and an sla bernard marr. The university of waikato facilities management division. Ensure client satisfaction with delivery of integrated facility management services and provide a lead role in monitoring and increasing customer satisfaction support 24 x 7 manufacturing and. Service level agreements enables realtime monitoring of clients it infrastructure to ensure that their expectations are not only met but exceeded. Guiding principles to service level agreements business process outsourcing. The difference between key performance indicator kpi and service level agreement sla may seem rather straightforward. Metrics that matterkey performance indicators basic metric frame definitions.
Key performance indicators, kpis, can help facilities managers identify opportunities to reduce business costs and enhance overall. Kpi library is a community for performance management professionals. Facility management deals with the management of built assets and incorporates controlling services necessary for successful business operation of an organization. Small or big building, single ones or part of a portfolio, various type of usage residential, office, industrial, hospital, etc. To insure that these goals are met, each department has gathered. The purpose of the service level agreement is to articulate and understand agreed service levels and how they will be monitored evaluated, measured and managed. By deyan kavrakov frics, cips 2015 published in insight, an eurofm publication, issue 32, performance management is. Company name version version date description author 1.
The estates and facilities department is responsible for maintenance of the physical estate of birkbeck college, for commissioning new building projects and providing the facilities necessary for an evolving education and research establishment. Facility operations annual kpi summary nmsu facilities and. Service level agreements slas are excellent tools for making performance visible and accountable. What facilities management kpis should you monitor. Use kpi library to search for key performance indicators by. Foundation in facility management course who should attend. Management aqrm initiative to investigate application quality metrics and resource.
Key performance indicators for facility performance. Kpi in facility management as the name suggests, providing facility to the management is all about improving the performance of a business. Briefly, a service level agreement sla is a negotiated agreement between two parties where one is the customer and the other is the service provider. Characteristics of kpi kpi is a term specifically used to indicate criteria. What is the difference between service level agreement measurements and key performance indicators.