Course Overview

The Facilities Management Excellence programme by Transformentors Academy is designed to help professionals develop advanced knowledge and practical skills in achieving operational excellence within facilities management.

Facilities management plays a vital role in supporting organisational performance, operational efficiency, compliance, and long-term asset value. Achieving excellence in FM requires strategic planning, effective asset management, strong contractor control, quality assurance, and high-performing teams.

This intensive 10-day programme explores the critical elements of successful facilities management, from aligning FM strategies with organisational objectives to managing diverse facility portfolios and asset types. Participants will also learn how to ensure quality standards, legal compliance, operational governance, and continuous improvement within FM operations.

The course further focuses on contractor and subcontractor management, snagging and retention processes, operational control, and the human aspects of facilities management, including leadership, motivation, and team performance.

Through practical case studies, discussions, and real-world applications, participants will gain the tools and confidence needed to deliver facilities management excellence and sustainable operational results.

Agenda

Day — 1 Operations Management Impact on Organisational Governance

• Understanding the role of operations management in supporting organisational governance
• Exploring strategies for ensuring operational and regulatory compliance
• Learning continuous improvement techniques to enhance operational performance and efficiency

Operations Management Reporting

• Understanding effective methods for reporting operational performance
• Exploring techniques for understanding and reporting financial performance
• Learning methods for measuring and reporting quality delivery within operations management

Day — 2 Sustainable Operations Management

• Understanding environmental aspects and sustainability considerations within operations management
• Exploring the use of Operations Management Diagnostic Toolkits for performance assessment and improvement
• Understanding the Triple Bottom Line concept and its applications in sustainable operations management

Understanding Quality

• Exploring the relationship between management practices and quality performance
• Understanding the concept and cost implications of quality within organisations
• Examining the role of people, processes, and systems in achieving operational excellence
• Understanding the philosophy and principles of Total Quality Management (TQM)

Day — 3 Quality Management Leadership

• Understanding leadership as the foundation of Total Quality Management (TQM)
• Exploring the roles and responsibilities of quality leadership within organisations
• Understanding the differences between quality management and quality leadership
• Comparing operational leadership and strategic leadership approaches in quality management

The Six-Level Model of TQM Adoption

• Level 1 – Uncommitted
• Level 2 – Drifters
• Level 3 – Tool-Pushers
• Level 4 – Improvers
• Level 5 – Award-Winners
• Level 6 – World-Class

Day — 4 Design for Quality

• Understanding the relationship between design, innovation, and continuous improvement
• Exploring design control and management principles within quality management
• Understanding the importance of standards and specifications in quality-focused design
• Exploring quality design practices within service sector operations

Quality Management – The HR Factor

• Understanding the role of people and organisational structure in achieving quality goals
• Exploring teamwork principles for supporting quality improvement initiatives
• Understanding the importance of effective communication in quality management
• Learning the role of training and development in maintaining quality standards

Day — 5 Quality Audits, Awards and Implementation

• Understanding the importance of continuous improvement within facilities management and operations
• Exploring target setting as the foundation for performance improvement initiatives
• Learning methods for monitoring performance through the development and use of Key Performance Indicators (KPIs)
• Understanding the Facilities Management Balanced Scorecard (FMBSC) and its applications
• Exploring assessments, audits, and benchmarking techniques within FM operations
• Participating in practical auditing exercises to evaluate operational performance and compliance
• Reviewing key concepts, lessons learned, and overall course wrap-up

Day — 6 Quality Audits, Awards and Implementation

• Understanding the purpose and process of quality audits within organisations
• Exploring internationally recognised quality awards, including:
  • Malcolm Baldrige Award
  • Deming Prize
  • European Quality Awards
• Understanding the implementation of quality management systems and practices
• Exploring change management principles within quality improvement initiatives

Role and Contribution of Facilities Management to the Organisation

• Understanding the strategic role and contribution of Facilities Management within organisations
• Learning how to develop effective Facilities Management strategies
• Exploring methods for aligning Facilities Management strategies with organisational competitive strategies

Day — 7 Maintenance and Repairs

• Understanding maintenance practices for Heating, Ventilation, and Air Conditioning (HVAC) systems
• Exploring maintenance requirements for lifts and escalators
• Understanding structural and building maintenance principles
• Learning fire systems maintenance practices, including IT infrastructure support
• Exploring environmental elements and sustainability considerations within facilities management

Management and Control

• Understanding strategies for managing internal customer service and customer expectations
• Exploring risk management principles within facilities operations
• Learning cost control techniques for facilities management activities
• Understanding the purpose and application of Service Level Agreements (SLAs)
• Exploring methods for monitoring and managing contractors’ performance
• Understanding space management principles and workspace optimisation techniques

Day — 8 Role and Contribution of the Maintenance Function within the Organisation

• Understanding the overview and purpose of the maintenance function within organisations
• Exploring key principles and practices in maintenance management
• Understanding the impact of equipment and system “up-time” on organisational performance
• Recognising the operational and financial impacts of “down-time” on the organisation

Key Maintenance Strategies

• Learning how to develop preventive maintenance strategies
• Understanding corrective maintenance strategies and their applications
• Exploring emergency maintenance strategies for critical situations
• Understanding methods for monitoring and measuring the effectiveness of combined maintenance strategies

Day — 9 Health, Safety, Environmental and Workplace Legislation

• Understanding Health and Safety at Work principles and workplace responsibilities
• Exploring methods for handling workplace laws and regulatory compliance
• Understanding environmental efficiency and sustainability practices within facilities and maintenance operations
• Exploring external accreditation systems related to safety, quality, and environmental management

Utilising Key Methodologies within Maintenance

• Understanding methods for calculating Mean Time Between Failures (MTBF)
• Exploring the “Bathtub” failure model and equipment lifecycle behaviour
• Understanding probability analysis techniques in maintenance management
• Exploring risk management principles using the Failure Mode and Effects Analysis (FMEA) model

Day — 10 Facilities Management Strategy

• Understanding Facilities Management strategy development and execution processes
• Exploring effective people management techniques within facilities management operations
• Learning how to establish Critical Success Factors (CSFs) to support organisational and FM objectives

Learning Outcomes

By the end of this Operational Excellence and Quality Within Facilities Management course, participants will be able to:

• Report effectively on facilities management performance and operational outcomes
• Develop and enhance sustainability within facilities and operations management
• Understand the role of quality in successful organisations and operational excellence
• Recognise the importance of leadership in achieving world-class quality standards
• Evaluate different levels of quality performance within organisations
• Understand environmental management principles within FM operations
• Incorporate quality principles from the design and planning stages
• Recognise the impact of people and organisational culture on quality goals
• Develop supply chain partnership skills to support quality improvement
• Apply quality tools and techniques within facilities management operations
• Use audits and quality award frameworks to achieve quality objectives
• Understand quality standards in service delivery environments
• Understand the role and contribution of the Facilities Management function
• Define and manage key FM portfolios and asset types effectively
• Ensure compliance with quality requirements and legal standards
• Develop and implement effective Facilities Management strategies
• Manage main contractors and subcontractors effectively, including snagging and retention management
• Apply effective people management and team dynamics techniques
• Develop practical knowledge of modern workplace and FM practices
• Create and implement workplace action plans using the knowledge gained from the course

Who Should Attend

This Operational Excellence and Quality Within Facilities Management course is ideal for professionals involved in facilities operations, quality management, compliance, and organisational performance improvement, including:

• Operations Directors and Managers
• Compliance Managers
• Internal Auditors
• Heads of Maintenance
• Senior Executives, Managers, Advisors, and Officers seeking advanced knowledge in Quality Management
• Facilities Managers
• Estate Managers