Analyse operational performance in workplace and facilities services
Overview
This standard covers the analysis of operational performance within workplace and facilities services. It involves understanding business information, contracts and service level agreements, and the use of Key Performance Indicators.
It covers how to create systems to analyse and monitor operational performance and business results in order to improve performance whilst meeting the organisation's requirements. This requires understanding of, and compliance with legal requirements and the organisation's business plan, strategies, systems, procedures and policies including business efficiencies and sustainable practices.
It is important that you know and understand your responsibilities under current environmental and health and safety legislation, codes of practice and the policies of the organisation.
This standard is applicable to those who deliver workplace and facilities services, this can be to an internal client (within an organisation) or to an external client, both are referred to as the "organisation" in this standard.
This standard is for managers working in the workplace and facilities services environment.
This standard has links to the standards suite Facilities Management and the standards suite Management and Leadership managed by Instructus.
Performance criteria
You must be able to:
- carry out your work in accordance with the current environmental and
health and safety legislation, risk assessment requirements, codes of practice
and policies of the organisation, including business efficiencies and
sustainable practices - specify the Key Performance Indicators for the operational performance
of workplace and facilities services that can be measured cost-effectively - assess the costs, risks and opportunities of the planned actions
- confirm that the agreed Key Performance Indicators meet the
requirements of the organisation - specify the requirements of each operational Key Performance Indicator
to meet the criteria of the service level agreement or contract - confirm that systems are in place to monitor, review and record
operational performance from Key Performance Indicator data in all aspects of
service delivery for workplace and facilities services - establish a compliance process to monitor progress of the
organisation's performance, identify and record any deviations from the
organisation's service level agreement and take action to improve performance
where required - analyse and review of the organisation's data from the Key Performance
Indicators in order to align the operational performance, business activities
and processes with the organisation's service level agreement and the agreed
contract - revisit the contract with the organisation where operational
performance monitoring indicates this is necessary - provide information and feedback to the organisation's operational
workforce on their work performance to facilitate improvements to the delivery
of the agreed service level - complete records as required by the current legislation and
- procedures of the organisation
- communicate with all those involved in or affected by your work
- confirm that the organisation operates within
the current legal requirements and social responsibilities
Knowledge and Understanding
You need to know and understand:
- your responsibilities under the current environmental and health and safety legislation, codes of practice and policies of the organisation, including business efficiencies and sustainable practices
- the organisation's core business policies, objectives and activities to establish that the Key Performance Indicator data monitors and confirms that the organisation is meeting the operational performance according to the service level agreement and contract
- how to specify the requirements of each operational Key Performance Indicator to meet the criteria of the service level agreement and contract
- the legal and regulatory requirements for a workplace and facilities services provider relevant to the services you provide
- how to monitor and review operational performance to maintain compliance with the relevant legal and regulatory requirements and the service level agreement and agreed contract
- the procurement models and practices used by the organisation, relating to operational performance and contract management for service delivery
- the operational standards developed by external Standard Setting Bodies relevant to the workplace and facilities services you provide
- how to analyse data that allows the organisation to measure operational performance against the agreed service level agreement and contract
- how to use the data analysis to take corrective action to a contract, service level agreement or any conditions where operational performance monitoring indicates it is necessary
- the records that need to be kept and the importance of completing them in accordance with the current legislation and procedures of the organisation
- the ways of monitoring and improving operational performance that are compatible with the organisation's business efficiencies and sustainable practices
- the importance of maintaining communication with those involved in, or affected by, your work and how this should be done
- the responsibility of managing workplace and facilities services in accordance with the current legal requirements and social responsibilities
Scope/range
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
Business efficiencies
This relates to the sustainable management of resources such as water, energy efficiency and waste management, in line with the organisation's business efficiency policies which aim at improving operational efficiency. In business, efficiency refers to the production of goods or the offering of services by using the smallest amount or resources, such as capital, energy etc. Efficient businesses can create products, offer services and accomplish their overall goals with the minimum effort, expense or waste.
Operational performance
This refers to an organisation's performance measured against a standard or prescribed indicator of effectiveness, efficiency, and environmental responsibility. These indicators could include time, productivity, waste reduction, and regulatory compliance.
Social responsibilities
Social responsibilities refer to a type of self-regulatory business plan
and the efforts made by a company to improve society and contribute towards sustainable development. It describes initiatives run by a business to evaluate and take responsibility for their impact on issues ranging from human rights to the environment.
The business plan will focus on achieving economic, social and environmental benefits for all the stakeholders involved (employees, consumers, investors and other groups).
The purpose of it is to encourage businesses to conduct their companies in an ethical manner and work towards having a more positive impact on society through ensuring sustainable growth.
Sustainable practices
Sustainable business practices are characterised by environmentally friendly practices initiated by an organisation for the purposes of becoming more sustainable. Organisations aim to reduce their environmental footprint through initiatives that cut down on waste, poor environmental stewardship and unethical environmental practices so that they offer a reduced level of sustainability within the organisation's policies and practices.
Sustainable business practices differ between industries and are often specific to the type of organisation and the product or service it produces or provides.
Workplace and facilities services
Workplace and facilities services is "the organisational function which integrates people, place and process within the built environment with
the purpose of improving the quality of life of people and the productivity of the core business." Workplace and facilities services professionals are responsible for services that enable and support business performance.
All organisations have responsibilities under the current health, safety and welfare regulations to ensure the daily health, safety and welfare of their employees. This includes ensuring provisions are made for:
Workplace and facilities services (soft services)
• Soft services are ones that make the workplace more pleasant
or secure to work in.
Examples of soft services are cleaning, catering, security.
Facilities Management (hard services)
• Hard services are ones that relate to the physical fabric of the
building and cannot be removed. They ensure the safety and
welfare of employees and generally are required by law.
Examples of hard services are plumbing, heating and lighting.
Hard services are covered in the Facilities Management suite