Facilities

Operations
and
Management

Contents
Introduction.....................................................................................................1
Requirement 1.................................................................................................1

1.1 Assessment of the responsibilities of the facilities manager for staff

engaged in facilities operations....................................................................1
1.2 The responsibilities the facilities manager has for operational aspects of
the building...................................................................................................2
1.3 Responsibility of facility manager has towards customers using the
facility...........................................................................................................3
1.4 Impact of employers and funding agencies on facilities operations.......5
Requirement 2.................................................................................................6
2.1) The statutory regulation that affects facility operation in agreed
context..........................................................................................................6
2.2) Health and safety measures that must be implemented by a facilities
manager in a given contest..........................................................................8
2.3) Documentation required to statutory regulations and health and safety
measure........................................................................................................9
Requirement 3...............................................................................................10
3.1) Effective system processing information and maintaining
communications..........................................................................................10
3.2 Control system required for effective facilities operations in a given
context........................................................................................................10
3.3 System needed by a facilities manager to support effective building
management..............................................................................................11
Building Management System or BMS refers to a control system based on computer which is
installed in any building. Building management system includes:..................................11
Requirement 4...............................................................................................11
4.1) Appropriate criteria to evaluate the quality and effectiveness of facility
operation....................................................................................................11
4.2) Implement evaluation and review procedures to analyse the quality
and effectiveness of facility operations......................................................12
Conclusion.....................................................................................................13
References.....................................................................................................14

Introduction
Facilities management refers to the process of providing different facilities to the employees and
the customers as well as stakeholders. Facility managers are key part of any corporations
operation management as he manages, controls and helps to add value to the company through
important and unique facility giving to the customers and employees. In this assignment I have
analyzed key responsibilities of facilities, some important regulations and administrative and
safety issues and control and administrative criteria of facility management.

Requirement 1
1.1 Assessment of the responsibilities of the facilities
manager for staff engaged in facilities operations
There are some important and key responsibilities that need to be performed by a facility
manager for the staff engaged in facilities operations. These responsibilities are
-

Condition of the employment- a facility manager needs to know the exact qualitative
and quantitative numbers of employees, some are full time employees and some are
volunteers and some are part time.

Issue of pay- issue of payment is the responsibility of the facility manager.

State of training and development- employees training and development which will
development him and add value for the manager as well as the company will be carried
out by facility and operational manager.

Wages- wages of the employees are determined and given by the authority of any
company, but facility manager plays a key role here as he ensures employee facilities
and giving these facilities needs costs. After cost determination, the wages will be given
to the employees with the help of facility manager.

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Public and optional holidays- public holidays like Christmas, Ester are given to the
employee in every corporation.

Appraisal arrangement includes

-

Certificate given- after successful completion of the training, employees will be given
certificate by the facility manager which is also a key responsibility of facility manager
as training ensures continuous development of the employees.

Hand book on safety- safety handbook will be given to the employees by the facility
manager.

Keep of report of incident, inspection and health and safety- facility operations manager
will record incident report, inspection report of health and safety and review and
analyses these report on further basis as company authority can ask a review from him.

Legal issues are

-

Regulation of working time (48 hour average working hour in a week for full time
employees in most of the organizations in the United Kingdom)

Rules of dismissal of the employees

-

Transport involving commencing using the legislations

The service supervisor would need to guarantee the many service according to the law.

1.2 The responsibilities the facilities manager has for

operational aspects of the building
The facility manager needs to perform some key responsibilities for operational aspects of the
building. These responsibilities are:

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Building spaces proper allocation: the facilities manager needs to see whether proper
allocation of the building spaces has been made or not. Improper allocation of building
spaces can make business operations clumsy and cumbersome. Its a key operational
aspects of a building that needs to concentrate by the facility manager.

Ensure of a safe, productive, comfortable and well equipped office environment for all
employees and visiting customers.

Safe and efficient use of building equipment, fire extinguisher and other mechanical and
electrical system: fire can be disastrous for any organizations. So proper electrical
system and fire extinguishing materials must be in the building on priority basis in any
building of any organization. This work is monitored and evaluated by facilities
manager.

Detachable walls for office and conference rooms which can ensure greater flexibility
for the insiders

Flexible modular.

However, facility managers need to follow some regulations. These regulations are:
-

The main workplace Regulation 1992 (health, safety and welfare act) and approved code
of practice need to be followed.

Health and safety regulations 1992 (equipment of display screen)

Building regulations (2000): this regulation states that builders need to follow all the
rules, regulations and do a soil test by government employees before establishing any
building

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Responsibility

1.3

of

customers

facility
using

manager
the

has

towards
facility

Customers are the center of any business. Facility manager needs to provide some facilities
and proper facility giving should be maintained and performed by him. So facility managers
responsibilities are:
-

Identifying customers and their needs: push selling is a tradition selling method in which
sellers sells their product giving less importance on customers need, want and demand.
Nowadays pull or consultative selling is a good approach for selling any product in
which sellers try to find out customers need and demand and provides a product which
best matches his/her demand. Facilities manager also does the same as he is entitled to
facilitate customer through knowing their demand and satisfying them by giving quality
product at affordable price.

Providing customer enough product information: todays customers demand for more
information about any product before buying. A facility manager has had the
responsibility to provide enough information to customers to satisfy them and allure
them to buy the goods.

Ensuring efficient customer service such as customer care assistant, department for
customer care and complaint center: facilities manager is entitled to carry out customer
services even after buying the products by the buyer. Customers have the right to
complain if he/she has not given proper product that meet his/her demand. Moreover,
customer service, customer care assistant and complaint center is a part of facility giving
to the customers.

Ensuring customers health and safety issues: facility managers one of the key
responsibilities is ensuring customer health and safety issues through clean, hygienic and
safe business environment assuring.

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Access to customers who are disable: disabled or handicapped people needs more safety
and special access power and facilities manager is entitled to do the job.

Proper and adequate security policy for customers: security policy such as waste
management, reduction of emissions from production plants, adequate safe zones etc
needs to be developed by facilities manager.

Information center and front desk: front desk means the information desk which
provides information who seeks information about the company. Facility manager needs
to focus on that.

Wash room, car parking facilities for all the parties of the organizations such as
employees, customers etc.

Signboard about products and services: facilities manager will provide information and
monitor signboard and billboard which is a traditional way of advertising.

1.4 Impact of employers and funding agencies on facilities

operations
The facility manager has had to know about rules, regulations and conditions of the board of
management. All the sectors like the employers, ownership of facilities, board of management,
authorities, funding sources and investors have an important role in this facility operations
management. The facility manager should ensure facilities for these parties and need to follow
rules and regulations also.
Impacts of employers and funding agencies are:
-

Demand for programmers of time sharing: board of directors, CEOs and investors will
demand time sharing programmers

Demand for car parking facility: Funding agencies and employers will also demand for
car parking facilities

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Demand for control or authorities: control will be demanded by board of directors,

ordinary shareholders and CEOs as they possess some key decision making jobs and
have the authority to influence facilities managers decision making.

Practice of social tradition: social tradition like parties, annual celebration participation
will be practiced by the employers and investing parties.

Proper recruiting policy: recruiting policy means recruitment process under which best
employees will be chosen, engaged and trained. Investors and employers will demand
for proper recruiting policy as best employee at best place will help to ensure growth
and development of the company as well as sound profit making.

Security, health care, safely policy demand: employers are also human beings. They also
needs securities. Moreover they are important persons. So they need special security
system which is to be ensured and monitored by facilities manager.

Requirement 2
2.1)

The

statutory

regulation

that

affects

facility

operation in agreed context

There is an important role of statutory regulations on facility operation of any organization. In
1992, the UK government introduced six key set of principles known as six packs for facility
operations. These principles and their characteristics are given below:
Management regulations (Management of health and safety at workplace-1999)
-

Making suitable and sufficient assessment or measurement of employees which includes

young and pregnant women and other employees who are affected by their work.

Planning, organizing, controlling and reviewing and safety arrangements

Workplace regulations 1992

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Facility managers ought to ensure clean, comfortable, well lighted, ventilated and
organized premises.

Workplace needs to be hygienic and clean from all aspects.

Manual Handling Operations Regulations 1992

-

This regulation refers to transport or support of a load by lifting, pushing, pulling or

carrying through hands or body force.

Avoidance of hazardous manual handling which can be ignored and assessment of any
hazardous manual handling like carry of overload which can affect employees health
must be monitored.

Those employees who are able to do these work are scrutinized in this category

Provision as well as using the job Apparatus Regulations 1998

-

Facility managers or employers have to ensure all work equipment like working tools,
vehicles, machines and plants is in safe condition and maintained properly to remain in
safe which will be done a trained mechanic and used by trained personnel.

Personal Defensive Equipment at the job Restrictions 1992

-

Protective equipments like face masks, gloves must be assessed to see whether they are
suitable and safer to used and able to safe employees in risky situations

Health and safety regulation 1992

-

Display screen of the equipment must be clear to the users.

There are also some other statutory regulators which needs to be known. These are:
-

Construction, Design and Management Regulations 1994 known as CDM Regulations

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Command associated with Asbestos in the office Restrictions 2002 known as CAW
Regulations

ommand associated with Ingredients Unsafe for you to Wellbeing Restrictions 2002 or
COSHH Regulations

Health and Safety (regarding Consulting with Employees) Regulations 1996

Health and Safety of First aid Regulations 1989

Lifting Operations as well as Equipment Regulations 1998 known as LOLER

Safe practices Details for Staff members Regulations 1989

Health and Safety Signs and Signals Regulations 1996

Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 known as

RIDDOR

Safety Representatives and Safety Committees Regulations 1977

Disability discrimination act 1995 known as DDA: Disabled persons have the same right
as normal employees

Sexual discrimination act 1999: under this act, both male and female will enjoy same
benefits and privileges. There will be no eve teasing, sexual harassment or any kind of
physical abuse.

Employment equality act 2003

A renowned fast food company, McDonald which is operating as a franchise basis in the world
offers vacations, anniversary gifts, sabbatical vacations, child welfare and short Friday programs.
The activities helps to keep employees happy and secure which is part of their facilities
operations.

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2.2)

Health

and

safety

measures

that

must

be

implemented by a facilities manager in a given contest

Health and security is a key issue in workplace. The facility manager needs to follow some rules
to ensure proper health and safety arrangements to employees.
Two types of risks are:
Pure risk- storm, theft, violence etc.
Business risk- change in customer expectation, government policy, economic impact such as
credit crunch.
Facility managers need to follow five important steps in assessing risk.
- first, the manager should look for the hazards type
- second, deciding who might be harmed by the hazards and how.
- third, the manager needs to weight up the risks and see existing regulations and measures are
adequate for them or not.
- Fourth, he must record his findings in proper way
- lastly, he must assess and evaluate them.
An organizations facility manager should follow these regulations
-

Control of Substances Hazardous to Health Regulations 2002 known as COSHH

Under this regulation, some criteria are,

A suitable and sufficient measurement of health risks of the employees
Provide enough health facilities for the risky employees.

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Keeping risky employees health report

Data attachment sheets with this regulations assessment
Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 known as
RIDDOR
Under this regulation, facilities managers needs to record and make all the injuries report, disease
and dangerous occurrences
McDonald is doing some important health and safety measurements for the employees such as
buying high quality meat and other materials from suppliers from whom they trust. It also
arranges training for staffs. Facilities and operations managers frequently visit in production
plants and monitor staffs and see whether they need any health support in workplace.

2.3) Documentation required to statutory regulations and

health and safety measure

An organization must prepare proper documents and should follow proper documentation
process and paper works which is required to statutory regulations and health and safety
measures.
Tesco follow a proper documentation system and paper work regarding the statutory regulations
and health and safety measures.
-

Keeping annual health and safety reports regarding injuries, change in facilities etc.
Keeping health and safety posters in order to maintain control employees health and
safety

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Following fire authority regulations through their expectation meeting.

Ensuring information there are enough fire exits, alarms, blankets, first aid arrangement,
fire exit sign and train employees about risk of fire.

Some information:
-

Members complaints record

Representative report

Requirement 3
3.1)

Effective

system

processing

information

and

maintaining communications
Before setting effective system processing information and maintaining communications some
key points need to evaluate.
Management

Information-

information

on planning,

benchmarking

arrangement

and

performance needed
Property management- Property information, control of property, real estate development needed
Management of communication- Effective information and technology system is needed where
customers can easily interact with the organization. It also helps to keep customer reports.

3.2

Control

system

required

for

effective

facilities

operations in a given context

Facilities managers need to establish and implement an effective system so that facilities should
be efficiently utilized assurance of utilizing proper workforce and check of quality. But it is not
easy to establish such an effective control system. In the development of this system, checking of
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spots, monitoring of email, video recording or other technology can be used to monitor
workforce. This will ensure control.
McDonalds has already established and has been maintaining proper control system as managers
use mystery shopping to know consumers needs and quality management products. Managers
uses email, social Medias to get responses from customers. Moreover employees also go under
online screening about their behavior what can affect the business of McDonalds.
But this can rise ethical concerns as personal email checking can seriously breach employees
personal data and information. Most of the customers do not respond and simply ignore email
survey, online method of getting responses from them.

3.3 System needed by a facilities manager to support

effective building management
Building Management System or BMS refers to a control system based on computer which is
installed in any building. Building management system includes:
Power systems in the building
System of illumination installed in building
Control system of electric power
Heating, Ventilation and Air-condition system in the building
Security & Observation system installed in the building
Fire alarm system in the building
Magnetic card access system

Lifts, elevators and their maintenance system etc.

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Plumbing system in the building

Maintenance system
Online and internet maintenance and communication system

Requirement 4
4.1) Appropriate criteria to evaluate the quality and
effectiveness of facility operation
Department of facilities management needs to focus on some appropriate criteria to evaluate the
quality and effectiveness of facility operation.
These criteria are:
Quantitative factors: floor area of departments, total number of departments etc
Qualitative factors: Geographical location of the company, supply of products and quality of
products etc
Economic factors: Interest and tax rates, market conditions, trend of the market etc
Operational factors: building lease conditions etc.
After evaluating these factors, the facility manager should think about their market target and
performance data. Facility managers can use helpdesk software to ensure performance data.
Facility managers should think about competitors facility system. Facility managers should
think before constructing and operating any property or building which will not cause any health
or environmental havocs or natural resources deterioration.
Facilities managers must consider about the reduction of pollutions like service vehicles
emissions reduction and waste management like paper, batteries recycling.
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4.2)

Implement evaluation and review procedures to

analyse the quality and effectiveness of facility operations

Facilities managers aim to make customers give best available facilities providing at cheap rate.
So any company must have a sound and proper evaluation and review procedure which will help
to evaluate efficient facilities operations management
A proper evaluations and review procedures to analyse quality and effectiveness of facility
operations are:
Keeping cost as minimal as possible.
Making the workplace healthy and safe
Following of all regulations
Making all the system to be effective and go with company policy and regulations.
Companies usually collect information and data of their potential competitors, their product price
and bench marketing, market share data and compare these data with their company. Companies
get good advantage if they manage:
-

A good and effective customer service system

A good facilities to access for disabled and wheelchair persons
Enough information facility for the customers and relevant parties who will use these

information
Effective management of assets and funding
Training and enhance of employees skills
Proper and friendly place for the new employees
Ensuring business continuation through workplace protection and elimination of market
ups and downs and security threats.

Conclusion
Facility managers responsibilities are not limited to facilities providing rather health and other
risk measurement and giving unique facilities to the customers to become a market leader. As a
facility manager using effective IT control management, self service facilities are key to facilities
managements success. Any company is good at facilities providing if it really think about
service providing and continuous development of the facilities is needed.
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