The most important aspects of facilities management are health and safety. First and foremost, people must be protected. Dangers can include unsafe ventilation or toxic air, a climate that is too hot or too cold, machinery that is outdated and liable to break or function improperly, improper fire detection and protection systems, improper signage indicating exits and safe escape routes and insufficient infrastructure.

Outside of the realm of health and safety, there are operations and costs that are also at stake if facilities are not effectively managed. For instance, ageing hardware may be easier to replace or repair before it has completely broken down (which can halt or delay operations and contribute to revenue or productivity loss).

A facility manager also supports people in office environments, which can affect productivity and morale—some aspects, including office arrangements, are subject to codes and regulations that can significantly affect safety. Business continuity plans and emergency planning are also crucial to maintaining operations, continually gathering and analysing information and avoiding downtime. It is likewise crucial that managers oversee the layout of the office, including access to bathrooms and drinking fountains, seating arrangements, any possible damage to infrastructure and managing space utilisation.

Facilities management encompasses various essential functions aimed at ensuring the effective operation of a physical environment. This includes overseeing people and organisations, as well as space and infrastructure. The term 'people and organisations' covers a broad spectrum, including departments like marketing, accounting, hospitality, HR, ICT (information communication technology) and cleaning, where facility managers play a crucial role in coordinating and supporting their activities.

Facility management hard services vs. soft services

Although facilities management includes every aspect of governing the physical locations where work is performed (and the people and resources that make the work possible), there is a distinction between hard services and soft services in facility management. Hard services refer to the physical and structural aspects of a facility, such as maintenance of HVAC systems, plumbing, electrical systems and building security. Examples of hard services include conducting regular equipment inspections, ensuring fire safety and managing building access control systems.

By comparison, soft services are non-structural, focusing on the comfort and well-being of occupants. These services involve aspects like janitorial and cleaning services, catering, landscaping and interior design. Soft services contribute to creating a pleasant and productive work environment for employees.

Facility services vs. Workplace services

It is likewise important to differentiate between facility services and workplace services. Facility services primarily involve the management and maintenance of the physical space and infrastructure, including tasks related to workplace design, construction, leasing, occupancy planning and furniture procurement. Facility managers ensure that the physical environment is conducive to helping the organisation reach its objectives.

Workplace services encompass a broader spectrum of functions that extend beyond the physical space, including strategic planning for workspace utilisation, fostering a collaborative and inclusive workplace culture and providing services that enhance employee well-being and productivity. Workplace services exist to build an engaging work environment that aligns with the organisation's values and goals.

• Fire Safety
  Fires can contribute to loss of life, loss of productivity and loss of assets. The facility manager should always have a solid plan in place to prepare their people to respond to fire emergencies calmly and orderly. They must then communicate the plan clearly and ensure that the necessary tools are there to quell any fires or provide methods for escaping to safety.
• Security
  Facility managers oversee the protection of people and assets, which includes security hardware, cameras and possible physical safeguards like security guards. 

• Business continuity planning
  In the event of a fire, theft or a complete failure in business operations, facility managers need to have a plan that can help the business continue with the least possible loss of time and disruption to operations. This may include a recovery site, backup power, backup software or backup hardware.
• Maintenance
  Facility managers need to ensure that the proper maintenance is promptly applied to ensure safety and smooth operation—this can include anything from lighting replacement to upkeep of the building itself, painting, decorating, necessary repairs, plumbing and compliance with building regulations for safety purposes.
• Environment
  Organisation is necessary for environmental health and safety. Employees could fall ill, have health issues related to unsafe conditions or become injured if something is not safe. Not only does this interrupt operations and risk all-around safety, but the company is put into a position of liability and insurance issues.
• Space changes
  Equipment changes, turnover and an increase in staff can always lead to a change in the office layout. Facility management should be careful not to carelessly lay out an office; there are regulations to comply with. For instance, there needs to be a necessary amount of space per staff member, the building must adhere to the fire marshal code, there needs to be signage to indicate exits and safety routes, the temperature must be well controlled, the room needs to be properly ventilated, the area needs to be well lit and there need to be available arrangements like drinking water and bathrooms that are maintained.
• Cleaning
  An unclean area can be a liability and it can also lead to poor employee morale. Cleaning is typically undertaken outside of business hours and it is necessary to perform proper cleaning of surface areas, carpets, bathrooms and rubbish bins at certain intervals during the week.

A successful facility management programme demands a complete and holistic understanding of its scope, with leaders fully involved and capable of allocating resources to the activities that depend on them. In the context of contemporary facility management for enterprise-level organisations, this scope can be categorised into several essential areas (with some overlap):

Administrative services

Administrative services encompass the various managerial and organisational functions necessary for the efficient operation of a facility. These services involve a range of responsibilities—each helping ensure that the facility meets its objectives and remains financially sustainable:

• Planning and budgeting
  This involves the development of annual operating and long-term capital budgets to ensure the financial sustainability of facility management operations. It sets the financial roadmap for maintaining and improving the physical environment.
• Organisational oversight
  Administrative services establish the framework for efficient facility management operations. This encompasses tasks like organisational structuring, workflow optimisation and performance evaluation.
• Financial management
  This aspect includes processing invoices, conducting variance analysis and ensuring fiscal accountability. It ensures that financial resources are effectively allocated and utilised.

Building services

Building services in facilities management are exclusively designed to focus on the maintenance, operation and optimisation of the enterprise's physical buildings and their associated systems. These include:

• Maintenance and upkeep
  Building services focus on ensuring the proper functioning of building components and extending the lifespan of current equipment. It involves a number of tasks and responsibilities, such as routine inspections, repairs and preventive maintenance to keep facilities in optimal condition.
• HVAC
  This component manages climate control systems, ensuring a comfortable indoor environment for occupants. This includes HVAC maintenance, energy efficiency measures and response to heating/cooling-related issues.
• Electrical and Lighting
  Building services oversee electrical systems and lighting to enhance safety and efficiency—managing lighting quality, electrical safety measures and electrical system maintenance all fall under this umbrella.
• Fire Safety
  Implementing fire safety measures is crucial for protecting occupants from fire hazards. Building services include fire alarm systems, extinguisher maintenance and fire evacuation plans.
• Roofing systems
  This aspect involves preventive maintenance and addressing repairs to preserve the building's structural integrity. Proper roofing maintenance is essential to prevent leaks and structural damage.

Occupant support services

Finally, occupant support services are designed to enhance the satisfaction and performance of individuals using the facility. This includes the following:

• Janitorial services
  Occupant support services focus on maintaining a clean and sanitary environment to promote occupant well-being. This includes cleaning schedules, waste management and hygiene standards.
• Landscaping
  Managing outdoor spaces falls under this category, enhancing aesthetics and providing a welcoming atmosphere for employees and visitors.
• Event/meeting set-ups
  Occupant support services facilitate seamless event and meeting arrangements to support business activities, ensuring that the physical environment meets specific event requirements.
• Emergency response
  Promising swift and effective responses to unforeseen crises—such as natural disasters or security incidents—is essential to safeguard occupants. Emergency response plans and protocols are part of this service.
• Security
  Implementing security measures to protect people and assets is paramount. This includes access control, surveillance systems and security personnel.

Facilities management is a multifaceted field that requires a diverse range of roles and responsibilities to ensure the effective operation of physical environments to help organisations meet their goals. These roles can be broadly categorised into four fundamental areas:

Strategic roles

Taking the lead in establishing how the facility will help the organisation reach its established objectives, strategic facilities management roles include several C-suite positions (CFOs, executive directors etc.). These individuals provide resources, allocate budgets and create strategic platforms to help align the facility with the broader mission of the enterprise.

Operational roles

Operational Roles—typically overseen by a director of operations or facility manager —focus on the day-to-day management of facility-related tasks and services. This role coordinates daily activities, oversees maintenance and repairs and manages vendor relationships. Operational leaders drive initiatives, ensuring that they are completed successfully, measure performance and communicate any operational issues to the team for resolution.

Tactical roles

Represented by in-house maintenance staff responsible for operating the building, tactical roles are vital to the success of the facility as a whole. These professionals perform essential services—light maintenance of building systems, responding to requests from building occupants etc. Tactical roles exist to keep facility functions operating smoothly and without interruption.

Technical support roles

Last, we have the technical support roles. These are comprised of specialists and skilled tradespeople who possess expertise in managing specific aspects of the facility. Professionals such as HVAC technicians, electrical and lighting experts, fire safety specialists, roofing technicians and facility management consultants offer technical guidance, service and repair solutions. Without technical support roles, facilities would be unable to maintain their complex technical systems.

Technical support roles

Last, we have the technical support roles. These are comprised of specialists and skilled tradespeople who possess expertise in managing specific aspects of the facility. Professionals such as HVAC technicians, electrical and lighting experts, fire safety specialists, roofing technicians and facility management consultants offer technical guidance, service and repair solutions. Without technical support roles, facilities would be unable to maintain their complex technical systems.

The organisational structure of a facilities management department is a critical factor in its effectiveness and efficiency, determining how responsibilities are distributed, communication flows and decisions are made within the department. There are three primary types of facilities management structures:

Functional structure

The functional structure is generally found in larger organisations with diverse and complex facilities. In this setup, specific teams or individuals are responsible for specific facilities functions, such as space planning, furniture management, design and construction, preventive maintenance, custodial services, groundskeeping, asset management, office relocations and help desk support (among others). This allows for a more concentrated focus on specialised knowledge and skill sets within each functional area.

Integrated structure

The integrated structure is often found in smaller organisations with compact portfolios or single buildings. That said, it can also be applied in larger organisations with geographically dispersed facilities. In this model, a single individual within the facilities department takes on responsibility for a broad range of functional areas. While they may not oversee every aspect (such as space planning), their responsibilities encompass various activities related to facility management, whether for owned or leased spaces.

Matrix structure

The matrix structure is often implemented in larger organisations with diverse facilities across various locations. Unlike functional or integrated structures, the matrix structure does not always have a clear and distinct line of reporting authority. In this arrangement, there may be a centralised shared services group providing support services to operational delivery teams assigned to different contracts or business units.

Facility managers are indispensable in overseeing and maintaining the work environments that organisations rely on, and doing so requires a diverse skill set. Among the most relevant competencies required for effective facility management are:

• Project management
  Facility managers often handle projects related to renovations, expansions and upgrades. Project management skills are essential for planning, executing and completing these initiatives on time and within budget.
• Leadership and strategy
  Facility managers must demonstrate leadership to their teams and develop strategic plans for facility management. This skill plays a major role in aligning facility operations with the organisation's broader objectives.
• Operations and maintenance
  Taking responsibility for the day-to-day operations and ongoing maintenance of physical assets, facility managers must have an in-depth knowledge of how the facility runs and what kind of upkeep it demands.
• Finance and business
  Managers need to understand cost control and financial sustainability so that they can organise budgets, allocate resources and make financial decisions related to the management of the facility.
• Sustainability
  Sustainability is increasingly important in facility management. Facility managers need to implement green practices, energy efficiency initiatives and environmentally responsible solutions so that they can reduce the environmental impact of the facility, lower operating costs and align facility management with corporate social responsibility goals.
• Communications
  Effective communication is vital for facility managers to interact with diverse stakeholders, including occupants, vendors and senior management.
• Risk management
  Proactive risk management safeguards the well-being of occupants, protects organisational assets and ensures legal and regulatory compliance. Facility managers must identify and mitigate risks related to facility operations, safety and regulatory compliance.
• Real estate
  Real estate expertise helps facility managers make informed decisions regarding property utilisation, lease negotiations and optimising real estate portfolios. Facility managers often need to understand real estate market dynamics so that they can oversee company real estate as a physical asset.

Implementing technology into facility management has never been more important. Ideally, a workplace management system will drive decision-making by gathering data—it falls to the facility manager to identify and implement the technological systems that will be best for the facility and help make the most informed decisions.

A facility manager should be diligent in researching different software options, calculating cost and ROI, weighing the benefits and needs and understanding the capabilities of certain software. Consider the latest technologies and how they can integrate into the software.

Good examples of technologies that can be integrated are network-connected devices or the internet of things (IoT). IoT devices can gather data automatically and send it to facility management software, which can then generate reports and spot data trends that may be worth exploring for data-based decision-making.

IoT devices can include:

• Carbon monoxide sensors: watch carefully for this toxic gas in the environment to avoid injury or death.
• Water and power consumption: tracking usage to eliminate waste and promote sustainability.
• Thermostats: automatically adjust temperatures and keep them at a steady rate to eliminate further waste and promote climate control within an environment—this can include the temperature inside an office or an ideal climate for a room full of machinery.
• Motion sensors: utilise the ability to turn lights off or on depending on whether or not there is a perceived human presence.
• Fire detection systems: quickly detect and deter fires before they spread too far or cause irreparable damage.
• RFID trackers: track the movement of people throughout the building and limit access to certain areas.

There are also trends in facility management software:

• Artificial intelligence (AI): Predictive analytics can provide present and future insights into necessary decision-making. Damaged or declining equipment can be detected and repaired or replaced before it breaks down. Human error can also be reduced, as AI can speed up and make the decision-making process more accurate. AI systems can also gather information on resource usage, performance, satisfaction and employee performance.
• Cloud computing: Software is quickly migrating to the cloud and facility management can only become easier with access to data and software from locations outside of a local network or server—work is portable, data is portable and facilities are easier to scale with more available storage and analysis space.

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