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QICID: 10743
Title: Improving Quality Practices in Facility Management Service
Copyright: 1998, ASQ
Author: Klammt, Fred J.
Organization: Aptek Associates, Plymouth, CA
Subject: Case study,Quality improvement (QI),Outsourcing,Facility management;
Series: Annual Quality Congress, Philadelphia, PA, Vol. 52, No. 0, May 1998, pp. 668-674
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Abstract: Two case studies demonstrate quality improvement approaches to facility management. At a major electric utility company, the improvement program reduced annual facility costs by $5 million or 23 percent. Enhancement of facility services to more than 17,000 internal customers followed the plan-do-check-act cycle. Other tools and techniques included: benchmarking of other companies' building efficiencies; process mapping of seven processes (capital projects, contracting, disaster recovery, FMDB administration, regulatory compliance, special projects, and training); consolidation of 387 suppliers to 109; establishment of performance measurements; and centralization of call-in activities for facility service needs. At a large hi-tech company, improvement in facility services was accomplished through outsourcing. An executive steering committee was formed, one of its first actions being the determination of work boundaries. A fried egg analytical model placed major work activities within primary and secondary core competencies. This led to a performance-based contract that helped identify an external facilities services provider. A major benefit of this arrangement is the ability to respond quickly to changes in the hi-tech marketplace.
Number of pages: 7
Price for ASQ Members: $5.00
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