An Essential Guide to Facility Management Software
Posted by on October 26, 2018
In today's complex business environment, facility managers play an ever-increasing role in ensuring that organizations have access to the tools and services that they need to function at their best. If you've met or spoken to the facility manager at your organization, you probably noticed that they're the hardest person to get a hold of. The truth is that facility managers always have something on their plate—whether it's coordinating cleaning and maintenance for the building, responding to the latest crisis, or managing meeting room bookings, a facility manager spends their day making sure that everyone at your organization has what they need to do their best.
Facility management software is one of the best ways that these skilled professionals are learning to automate daily processes, facilitate and manage communications, and ensure accurate tracking of equipment, space, payments, and budget. Keep reading to learn more about the discipline of facility management and how the latest software is helping facility managers perform at the highest level in their roles.
What Is Facility Management?
Facility management is a multidisciplinary profession whose goal is to enhance and optimize the functionality of built environments through the integration of people, places, processes and technology. The International Facility Management Association (IFMA), the world's most widely recognized professional association for facility managers, defines it as "the practice of coordinating the physical workplace with the people and work of the organization."
Facility management has also been defined by the International Standards Organization (ISO), who released the most recently updated version of its international standard for facilities management in April 2017. ISO 41011:2017 defines facility management as "organizational 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."
In 2009, the IFMA conducted a global job task analysis to determine the core competencies associated with the facility management profession. With respondents from 62 countries, the study defined 11 core competencies that were consistently reported in the survey as being crucial to the daily performance of facility management tasks:
- Emergency Preparedness and Business Continuity
- Environmental Stewardship and Sustainability
- Finance and Business
- Human Factors
- Leadership and Strategy
- Operations and Maintenance
- Project Management
- Real Estate and Property Management
The IFMA was able to use the results of this landmark study to establish educational and examination materials that accurately reflect the interdisciplinary skills and knowledge that are most important for effective facility management.
Find out more about Cherwell Facilities Management Software—download a data sheet.
What Do Facility Managers Do?
Effective facility managers have numerous responsibilities that they must carry out.
From a strategic standpoint, facility managers must effectively communicate with the clients, customers, and users of the buildings that they control, helping them understand the impact of their decisions on the allocation of space and services in the facility, as well as cost and risk.
From an operational standpoint, facility managers are responsible for the ongoing maintenance of a safe corporate atmosphere that allows building occupants to function effectively in their roles. Here are some examples of activities that would fall under the scope of facility management:
General Upkeep and Maintenance of Building
Facility managers are responsible for coordinating tasks associated with building maintenance:
- Contracting a cleaning service to wash carpets and mop floors during building off-hours
- Contracting cleaners to clean bathrooms during building off-hours
- Ensuring that consumables available in the building (toilet paper, paper towel, facial tissue, etc.) are in-stock and replaced throughout the facility in a timely fashion
- Ensuring that the procedures and contractors are in place to effect waste removal and disposal from the facility in accordance with the local waste pick-up schedule and legal requirements
- If the facility offers catering or a cafeteria, ensuring that a contract is in place for catering to be provided
- Managing reactive response to any issues associated with building maintenance, such as a broken or malfunctioning air conditioner or furnace that affects work in the facility
Managing Building Access
Facility managers are responsible for regulating access to the facility, including the restriction of admittance to the facility to authorized personnel. This could include:
- Contracting a security service to regulate entry to the facility
- Instituting and maintaining a system of regulating access (keys, electronic cards, RFID chips, or other), and administering the system such that only authorized persons can gain access to the facility
- Allocating parking spaces in and around the facility to manage the availability of parking and ensure that certain persons that must be present at the facility have access to parking when needed.
Space Allocation and Changes
Organizations and offices may change layouts frequently. An office building could house many different tenants, and the facility manager would be responsible for coordinating new tenants moving in or tenants moving out of the building. Facility managers also bear responsibility for maintaining aspects of building condition that could change as office configurations change, such as:
- Ensuring that workers have an adequate amount of space, or that there is adequate space per staff member reflected in the floor plan for a particular building or office
- Ensuring that the layout for the building is in keeping with fire safety regulations
- Ensuring that signage posted is appropriate for directing residents, employees, and guests in the facility to the appropriate resources, such as fire exits or elevators
- Maintaining control of temperatures in the building, including ensuring that office spaces are sufficiently comfortable for the organizations that occupy them, and that infrastructure like server rooms are kept at the appropriate temperature
- Ensuring ventilation systems are functioning adequately and that the indoor air quality does not represent a safety hazard for building residents or employees
Facility managers may also be responsible for managing IT resources and equipment in the building. If a photocopier, computer, or other piece of equipment must be repaired or replaced, the facility managers would be responsible for replacing the item in a timely fashion to avoid business interruptions.
In addition to managing all of the above mentioned aspects of the facility (plus more), facility managers are also responsible for managing the contracts for each service that the building needs, managing invoices and receipts, handling budgets, and ensuring that contractors are adequately paid and that service continues in a way that prevents business disruptions.
A facility manager could also be responsible for bringing in contractors for critical repairs if the building is damaged by a flood or a storm, and ensuring that businesses housed in a facility have a business continuity plan in place, in the event that a major business disruption occurs and the residents of the facility must move to another building.
What Are the Best Practices for Facilities Management?
Facility managers must follow industry-leading methodologies to perform in their roles at the highest level. Here are some of the best practices for facility management that we've identified:
Effective Space Management
Space utilization is one of the core concerns of a facility management, and effective space management within a facility can help an organization save money on real estate, minimize walking steps, optimize productivity, earn more revenue, reduce utility bills, and improve employee retention—that's a lot of benefits for just a small part of a facility manager's role.
To optimize space, facility managers need to start thinking outside the box. Instead of measuring rooms in square-feet, measure them in cubic feet looking for opportunities to stack things and maximize the space. Count the number of workstations—not the number of rooms. Facility managers need to understand square-feet per person and the impact it has on productivity, and project head counts at facilities into the future to plan accordingly.
Follow ISO 41011:2018
In 2018, the International Standards Organization published a document called ISO 41001:2018 that details global standards and best practices for facility management systems. The document discusses leadership, planning, support, operations, performance evaluations, and the need for continuous improvement in facility management systems. Organizations that need to demonstrate effective and efficient delivery of facility management services that meet the demands of the customer should adopt this standard, and all facility management professionals should study it.
Prioritize Preventive Maintenance
Preventive maintenance is another best practice whose benefits are almost too many to number. Organizations that strategically schedule and carry out preventive maintenance benefit by avoiding the large and unexpected costs of things going wrong, along with improving employee retention and job satisfaction, and avoiding business interruptions.
Preventive and routine is so important that cutting janitorial staff from five days a week to just three days a week was considered to be one of the budget cuts that would cause the most problems in a facility. An emerging best practice is the use of facility management software to schedule, manage, and track routine maintenance costs and their budgeting impacts.
Streamline Customer Communications
Some facility managers are still using email and phone calls to facilitate communication with customers, but this practice is quickly being replaced with facility management software that provides a single platform for communication between facility managers and the demand organization.
Facility management software helps automate some of the simplest facility management tasks so that customers can serve themselves, maintains proper records of conversations between facility management staff and customers, and ensures business continuity in case of staff turnover. It also ensures transparency and accountability throughout Incident Management and can help track metrics to facilitate improvement in customer service.
What Are the Benefits of Facility Management Software?
In 2018, the most effective facility managers are using specialized facility management software to help them stay organized, automate recurring tasks, and streamline many of the routine processes that are associated with managing a building. Facility managers have a lot of responsibilities, and the ability to manage them on a centralized dashboard that creates a "single source of truth" allows for more transparency between the facility manager and other stakeholders, along with service delivery that's more reliable and simply better. Here are some of the key features of facility management software:
User Portals Facilitate Communication Between Facility Managers and Building Residents
Effective facility managers need to establish open lines of communication with many people in order to succeed in their roles. Facility management software offers a user portal feature that lets members of an organization communicate with the facility manager directly. In the past, someone might search for the facility manager's email in the company directory and send a query to their inbox. Queries were not tracked and sometimes overlooked or lost.
User portals streamline communications, providing a common platform where users can initiate work orders and communicate effectively with the facility manager, who can now see all of their pending work orders and requests in one convenient dashboard.
This functionality is especially useful for managing building access—users can request key cards, security clearances, parking, special after-hours access, and other services that can be managed and automated through the software.
Project Management Helps Manage Resources
Project management is a feature of facility management software that enables users to visually and intuitively organize projects that involve multiple stakeholders. Facility managers can define and track the deliverables for the project, manage communication between project stakeholders, allocate responsibilities, manage meeting minutes, and track budgets for the project.
In the past, facility managers would have to track project data using pen and paper—notes that could easily be lost or damaged. A software solution for project management is the best way to ensure that budgeting and expense records related to building management projects are being adequately tracked.
Space Management Tools Help Optimize Floor Plans and Save Space
Facility management software can be used to provide real-time information about how space is being used in the facility, including the number of personnel using the space, what business assets are present in the work environment, and how the space is arranged. This high-level overview of the way a building functions can be used to optimize processes—the facility manager can propose space management solutions that make the best use of the space available and optimize workflows for various functions in the building.
Growing organizations may believe that they need to relocate for more space, but an effective facility manager might be able to optimize the space to help avoid leasing or purchasing additional facilities. The best solutions integrate with Building Information Management (BIM) software, allowing users to view floor plans in 3D.
Asset Management Helps Ensure Optimal Allocation of Resources
Asset management forms a significant portion of the job role of any facility manager. Organizational assets must be tracked and accounted for, and facility managers need to know where they're located, what departments are using them, what departments need them and how frequently they are used. Facility managers are also responsible for scheduling maintenance and repairs of equipment and for planning the replacement of out-dated assets, requiring them to project capital expenses into the future.
Facility management software provides a convenient dashboard from which the facility manager can monitor the repair and usage status of any equipment the organization owns, ensuring that equipment can be allocated wherever needed throughout the organization.
How Can I Get Started with Facility Management Software?
If your organization is still tracking important asset data, work orders, and requests using email and spreadsheets, it could be time to upgrade to a facility management software that can streamline your processes, introduce automation for routine tasks and improve your organizational efficiency.
Facility management software can also play a role in business continuity planning. Maintaining a single dashboard for all things related to facility management ensures that if your current facility manager leaves the company, the next person can pick up where they left off thanks to complete records of projects and organized work orders. When you track assets and work orders in spreadsheet and email, it can be difficult or impossible for your company to sort out what needs to be done after a personnel change.
Want to modernize your approach to facilities service management? Request a Live Demo
Facility management software is the best way to maximize the impact of facility managers at your organization. User portals facilitate direct communication between facility managers and other members of your organization, ensuring that work orders and requests can be completed in a timely fashion that keeps your business moving. You'll also be able to easily automate recurring tasks like cleaning and maintenance, manage physical assets with greater accuracy and keep secure records of payments, invoices and budgeting.
Find out how Cherwell is transforming service management—according to a recent EMA Industry Research.
Ebook 5 min
The Definitive Guide to Service Desk KPIs and Metrics
In this comprehensive guide, you'll learn how to develop a portfolio of ITSM KPIs and Metrics that support not only your own IT team's goals, but also the business outcomes your service desk is expected to deliver.
Ebook 7 min
7 Deadly Sins of ITIL Implementation
Wondering whether ITIL® is still relevant in today's fast-paced digital environment? ITIL holds many timeless truths, but it can be misapplied when taken too literally. Uncover the seven mistakes commonly made with ITIL implementations, and gain guidance on how you can go faster—while still upholding ITIL's key principles.
Analyst Research 10 min
NEW! Gartner 2019 Magic Quadrant for ITSM Tools
Considering a new ITSM solution? Start with a complimentary copy of Gartner’s 2019 Magic Quadrant for IT Service Management Tools. The Magic Quadrant provides an evaluation of ten ITSM vendors—along with their viability, strengths, and cautions—and recommendations for defining your requirements
You might also be interested in
Scaling Sales Solutions in the Cloud
After Cherwell moved its sales solutions to AWS, it resulted in cost savings and global growth opportunities, as well as boosting team morale.
What Is ITIL 4?
The most recent version of the ITIL framework is now available. Here's what you need to know about ITIL 4, from what's changed to how to get started using it.
A Year in Review for ITIL 4
One year in, the strengths of ITIL 4 are clear. ITIL 4 is enabling co-created value, powering digital transformation and ESM, and is more relevant today than ever before!