FACILITY

MANAGEMENT

SOFT SERVICES
The Five Most Important Questions
(according to Peter Drucker)
1. What is our mission?
2. Who is our customer?
3. What does the customer value?
4. What are our results?
5. What is our plan?

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 Objectives:
 Balancing soft services and hard
services
 Successfully integrating hard and
soft services to the repertoire of the
FM service provision
 To expand your specialised
knowledge and skills regarding
matters related to FM

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 Soft services refers to the office services
rendered by the FM department ( in-house
or outsourced)
 Includes communication & information
services (IT)
 Referring to building operations (hard
services)
 Thus a holistic approach in order to ensure
the efficiency, continuity, productivity &
appreciation of the building user

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1. Introduction
2. The Facility Management
Discipline
3. Facility Services
 Mail
 Printing, Reproduction &
Photocopying
 Signage
 Horticulture
 Environmental management

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5. Cleaning Services
6. Catering Services
7. Occupational Health and Safety
8. Intro to Risk Management

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9. Evacuation Plan
10.Disaster Recovery
11.Telecommunications
12.Pest Control

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13.Laundry
14.Travel
15.SMME’s
16.Conferencing

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17.Library Management
18.Security

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Mail
 Why is a mailroom necessary?
 Incoming mail
 Where does it come from?
 When should it be delivered?
 Who should handle incoming
mail?
 Recording of incoming mail
 How does it reach its destination?

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 Outgoing mail
 How does it reach the mailroom?
 When should it arrive?
 Sealed or not
 Kind of mail
 Postage applied
 Speed services & security services
 Organisation in the mailroom
 How does it reach the post office?

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 Printing
 Internal printing services
 Central reproduction services
 Decentratlised reproduction services
 In-house/outsourced
 Price
 Quality
 Delivery time
 Specific requirements
 Dependency & risk
 confidentiality

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 Reproduction
 Simple, standard-quality
reproduction and copying activities
 No special supportive equipment

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 Photocopying

 Own copy work per department

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 Signage
 Locating coding
 Off-site traffic
 On-site traffic
 Inside traffic
 Three facets of signage:
 Efficient
 Practical
 Effective

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 Horticulture should conform to
the vision of the architect
 Pleasant working environment
 Factors to consider
 Light
 Humidity
 Temperature
 Water
 Nutrients

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 Helping management design
environmental policies
 Motivating staff to adhere to
policies
 Selecting supplies & products that
conform to environmental policies
 Making colleagues aware of
careless behaviour

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 Environmentally Friendly:
 Purchase fewer harmful products
 Use products in a more
environmentally friendly way
 Dispose of products without
contaminating the environment

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 Green rules:
 Limit consumption of energy, water &
products
 Limit fuel consumption by using car pools
 Recycle everything that can be recycled
 Don’t replace office materials & furniture
prematurely
 Don’t buy products containing harmful
materials
 Limit use of organic solvents (packaging
materials)
 Watch for excessive packaging

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 Paper
 Office supplies
 Stationary containing PVC solvents
& heavy metals
 Office furniture
 Printing ink
 Electronic equipment
 Batteries

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 Definition of “dirty”
“ A situation where refuse and/or visible
irregularities
on any surface are experienced as an
intrusion”

Definition of “clean”
“A situation where refuse and visible
irregularities on surfaces are absent

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 Types of dirt
 Fine dust
 Dust cloud
 Mild dirt
 Stubborn dirt
 Permanent dirt
 Small loose dirt
 Large/heavy dirt
 Invisible intrusions

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 Dealing with dirt
 Work plan
 Activities for interiors and furniture
 Activities per floor type
 Frequency
 Number & type of activities per day
 Low frequency activities
 Type of space
 Type of use
 Occupation
 Amount of dirt produces

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 Specification of needs for cleaning
services
 Inventory of building(s)
 Calculation of the total floor space,
possibly by space category
 Specification of floor fisnishes
 Specifications on the types of
space(office,washroom,parking,shop)
 Occupation (number of people per area)
 Inventory of needs and requirements
 Work programme
 Frequency schedule
 Work hours

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Cleaning Specifications
Terminology  Why is it
 Why use it required?
 Various levels  What to include
 Equipment  Influencing
 Labour factors
 Chemicals

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“Professionally organised provision
of food and beverages to large
groups of people in a relatively
short time”

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 Focus points:
 Exploitation budget
 Quality of service
 Quality of offering
 Investment budget
 Price policy
 Number of employees
 Provision of hot meals
 Catered directors lunches
 Free coffee or tea
 Functions of the company restaurant
 Social environment
 Special activities

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 Cost factors:
 Opening hours
 Coffee routs
 Vending machines
 Retail prices
 Special activities
 Number of (potential) customers
 Kitchen facilities
 Traffic routes & clean up methods
 Specific personnel requirements

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 Risk assessment
 Employees rights
 Workplace representatives
 Risk management
 Evacuation
 Disaster recovery

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 What it is
 Telecomms and FM
 Historical Overview
 Systems
 Call costing
 Technical Infrastructure

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 Definition
 Scope
 Relevance

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 Definition
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 SO 1 (20%) SO 2 (20%) SO 3 (20%)
Attend to internal client Monitor and control office Ensure the security of
requisitions for office equipment in a mail stock in a mail
supplies environment. environment.
Activity: Activity: Activity

Assessment Criteria Assessment Criteria Assessment Criteria

100 marks – 1200 44

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