Lecture 4.

1 Facility Operation
The facilities management department has responsibilities for the day to day running of the
building; these tasks may be outsourced or carried out by directly employed staff.
Facility Operations is a discipline of management devoted to provide care, maintenance,
development of skills to facilitate the daily operations of public, hospitality, educational leisure
and other venues. The activities of facility operations include from very basic activity like
cleaning to a high skilled and technical jobs like maintenance of air conditioning system. It is the
duty of facility operations team to coordinate with the organisation management to oversee the
cost effective, safe, secure and environment friendly maintenance of the organisational assets
and long term care and preservation of those assets value. The goal of facility operation
management is to provide “end user” satisfaction, and also considered as the success criteria
for the evaluation of facility operation team.
Some issues require more than just periodic maintenance, for example those that can stop or
hamper the productivity of the business or that have safety implications. Many of these are
managed by the facilities management "help desk" that staff are able to be contacted either by
telephone or email. The response to help desk calls are prioritized but may be as simple as too
hot or too cold, lights not working, photocopier jammed, coffee spills, vending machine
problems, etc. Help desks may be used to book meeting rooms, car parking spaces and many
other services, but this often depends on how the facilities department is organized. It may be
split into two sections often referred to as "soft" and "hard" services. Soft would include
reception, post room, cleaning, etc. and hard the mechanical and electrical services.
Facility operations is a multidimensional function of facility management. It’s often the
forgotten function, but good management and organization ensure that 90 to 97 percent of
problems are solved so that management can focus on the 3 to 10 percent of problems that
truly need their attention. The truth is that facilities operations account for 50 to 75 percent of the
facilities budget. Facility operations includes these areas:
1. Plant Operations
Of all facility operations, the one function most commonly relegated to the back burner is plant
operations. That is unfortunate because there is nothing back burner about modern plant
operations. A bright, highly proficient operating engineer bemoaned recently that plant
equipment had evolved much more rapidly than had the education and licensing requirements
for operating engineers. The skills he really needed were in electronics with some basic
computer skills, whereas he had been trained in the traditional steam fitting, sheet metal, and
plumbing skills. There is no absolute definition of plant, consider the plant to be made up of the
following systems:
 Heating, ventilation, and air-conditioning (HVAC)
 Mechanical and electrical vertical and horizontal transportation
 Major electrical
 Emergency power
 Plumbing

The plant operations function has perhaps the most routine tasks, but that does not mean they
are not important, even critical, to facility operation. Unsatisfactory heating and cooling is the
most common building complaint in office buildings.
2. Energy Management

Energy management is not a separate function but rather an activity that spans every facility
system. Modern energy management had its genesis in the oil crisis of the early 1970s. Two
results came from that crisis: remarkably more efficient (and smaller) energy-consuming
equipment and an understanding that energy is a major cost element and needs to be
contained. The sudden appreciation for energy undoubtedly was a factor in the rise of facility
management as a profession. The person who paid the light bill suddenly became an important
corporate player.

3. Hazardous Waste Management

This topic includes a variety of management challenges, from abating asbestos to

disposing of contaminated medical waste. The recommendations alone could fill a book.

4. Recycling

Recycling remains one of the functions most affecting facility management and is expected to
have a high priority in the future. While markets will always fluctuate somewhat, what can be
efficiently recycled has become much better defined, not always with a reduction in the volume
of waste unfortunately. However, several facility managers have made a name for themselves
within their companies by actively pursuing, normally with employee input, an aggressive
recycling program. Most recycling consists of segregation and either resale or disposal of the
segregated products. Commonly, waste is segregated as follows:

1. Paper (newspaper, white paper, all other)

2. Aluminum cans
3. Glass bottles and jars (clear, green, brown)
4. Scrap metal
5. Styrofoam
6. Computers and electronic equipment
7. Paint cartridges
8. Clothing
9. Waste oil
10. All other

Generally the facility manager is expected to provide the three Ps: policy, proper containers,
and pickup.
5. Inventory Management
An accurate inventory of facility property has two purposes. First, managers like to have an
accurate count of what they manage. Second, for tax purposes it is necessary to know what
furnishings and equipment of what vintage are on the books so that they can be depreciated
properly. In general, the rules for inventory management are not made in the facility department.
Inventory management is much like purchasing or procurement— vitally important but
dependent on policies and procedures most often set by others. The inventories to manage
these functions can be maintained through a number of methods, the most promising of which is
bar coding. Bar coding is a technique to affix a number to a piece of property in order to track its
physical location and create a file on that piece of property. A handheld scanner can download
information into a computer and track individual pieces of furniture, certain types or components
of furniture, furniture from a certain manufacturer, or even standard furniture sets. Bar coding
the locations also makes it possible to maintain inventories easily; some manufacturer’s even
offer their products bar coded.

6. Communications and Wire Management

Slightly more than half of most facility managers manage telecommunications. That may
present a problem because no other function in this information age has such a profound
influence on facilities as data and telecommunications work. For years the communications
function consisted of paying the telephone bill to the local phone company. Suddenly this
function has become one of the most dynamic, largely owing to deregulation of the phone
system, increasing computerization of business functions, and interconnections of computers
through hardwiring or the telephone system. Communications is where the information systems
department and the facility department come together. The communications function is as likely
managed in the information systems department or as a separate division than in the facility
department. This is because, to the information services department, the communications
system is the electronic highway over which information flows. To the facility department, the
communications system is a major user of space (antennas, risers, file servers, modems,
closets, and wire trays), requiring additional trades on projects, and a set of wires and outlets
that must be accommodated and that restricts layout flexibility. But no matter where the
communications function is placed, there must be close and continuous coordination, starting
with planning and design. Generally communications engineers, particularly those with a voice
communications background, have not been trained to design and document their wire
installations to the degree other building elements are planned and designed.

7. Alterations Management
There is probably no other function so popular as altering space; 55 percent of facility managers
say that they do it continually. Everyone enjoys a renovated cafeteria, an upgraded workplace,
or a facelift on the assembly line. Since alterations are so popular, they must be carefully
controlled or they will hemorrhage the facility budget. This is a particular problem where funds
for alterations are mingled with funds for maintenance. Unless alterations are well managed,
maintenance funds will be diverted into alterations, to the detriment of the department.

8. Relocation and Move Management

Even manufacturing facilities are subject to relocation. Actually there are two levels of
relocating. The first is strategic and involves a major acquisition or disposal of space; this is
increasingly cost-driven. Relocation management in facility operations is management of
departmental staff relocations caused by adding or losing staff, loss or gain of leases, or
movement to a more suitable space. In many organizations, these moves are funded from the
same budget as building maintenance.
9. Furniture Installation
Furniture attic, or back-up, stock should be 4 to 10 percent of total inventory, with a minimum of
at least one backup item for each component or set and two for all common components.
Bookcases and lateral files seem to disappear because they are easily defended as exceptions
or special cases, so additional attic stock may be required. In large organizations frequently
there are special installation needs—special shelving comes to mind. It is best to have these
items installed initially by the manufacturer but reconfigured or reinstalled by the department’s
alterations crews or maintenance personnel. Once furniture is installed, treat it like all other
building elements.

Lecture 4.2 Maintenance

Maintenance, testing and inspection / Maintenance, repair, and operations

Maintenance, testing and inspection schedules are required to ensure that the facility is
operating safely and efficiently, to maximize the life of equipment and reduce the risk of failure.
There are also statutory obligations to be met. The work is planned, often using a Computer-
aided facility management system.

The technical meaning of maintenance involves functional checks, servicing, repairing or

replacing of necessary devices, equipment, machinery, building infrastructure, and supporting
utilities in industrial, business, governmental, and residential installations. Over time, this has
come to include multiple wordings that describe various cost-effective practices to keep
equipment operational; these activities take place either before or after a failure.

Below are definitions comparing maintenance, repair and replacement of building-related

components or systems:

Maintenance

The work necessary to maintain

the original anticipated useful
life of a fixed asset. It is the
upkeep of property and
equipment. Maintenance
includes periodic or occasional
inspection, adjustment,
lubrication, cleaning (non-
janitorial), painting, replacement
of parts, minor repairs, and
other actions to prolong service
and prevent unscheduled
breakdown, but it does not
prolong the life of the property
or equipment or add to its value.
 Repair

work to restore damaged or

worn-out property to a normal
operating condition. As a basic
distinction, repairs are curative,
and maintenance is preventive.
Repair can be classified as
minor or major. Minor repairs
are those associated with
maintenance activities that do
not exceed one to two workdays
per task. Minor repairs do not
appreciably prolong the life of
the property or equipment or
add to its value. Major repairs
are those that exceed two
workdays per tasks, or are beyond the capability of existing maintenance personnel.
Major repairs often are defined as those that can prolong the life of property or
equipment, but should not increase its value. They usually require contracting for
repair service.

Replacement of building-related
components or systems

the act of replacing an item of

permanent investment or plant
equipment. It is the exchange or
substitution of one fixed asset for
another having the capacity to
perform the same function. The
replacement may arise from
obsolescence, wear and tear, or
destruction. In general, as
distinguished from repair,
replacement involves a complete
identifiable item.
Universal maintenance objectives:

Overall maintenance goal:

 Provide economical maintenance and housekeeping services to allow the facility to

be used for its intended purpose.

Specific maintenance objectives:

 Perform daily housekeeping and cleaning to maintain a properly presentable facility.

 Promptly respond to and repair minor problems in the facility.
 Develop and execute a system of regularly scheduled maintenance procedures to
prevent premature failure of the facility and its systems and components.
 Complete major repairs based upon lowest life-cycle cost.
 Identify, design, and complete improvement projects to reduce and minimize total
operating and maintenance costs.
 Operate the facility utilities in the most economical manner while providing
necessary reliability.
 Provide for easy and complete reporting and identification of necessary repair and
maintenance work.
 Perform accurate cost estimating to ensure lowest-cost solutions to maintenance
problems.
 Maintain a proper level of material and spare parts to support timely repairs.
 Accurately track the costs of all maintenance work.
 Schedule all planned work in advance, and allocate and anticipate staff
requirements to meet planned and unplanned events.
 Monitor the progress of all maintenance work.
 Maintain complete historical data concerning the facility in general and equipment
and components in particular.
 Continually seek workable engineering solutions to maintenance problems.

Lecture 4.2.1 Facility Management and software

Facilities management systems help organizations manage their repair and maintenance
programs from start to finish via processes and software.

Facilities Management Software is a tool that helps organizations manage their buildings,
spaces, and occupants more efficiently and effectively via a personalized online dashboard.

Facility Management (FM) ensures the functionality, safety, and efficiency of the built
environment within an organization.
The most common types of facilities management software:

CMMS Software Computerized Maintenance Management Software or CMMS

 is a computer software program designed to manage facilities maintenance more

effectively. Maintains a computer database of information about an organization’s
maintenance operations. This information is intended to help maintenance workers
do their jobs more effective. Designed to simplify maintenance management.
 Maintenance management software is designed to give users immediate insight into
the state of his or her maintenance needs with comprehensive work order
schedules, accurate inventory forecasts, and instant access to hundreds of
invaluable reports.
EAM Software Enterprise Asset Management Software

 is commonly referred to as a CMMS. Although, an EAM tends to be more in-depth

than typical CMMS programs. Is a process of managing the lifecycle of physical
assets and equipment in order to maximize its lifetime, reduce costs, improve quality
and efficiency, health of assets and environmental safety.
 EAM system is implemented to better plan, optimize, execute, and track
maintenance activities with the associated labor, inventory, skills, materials, tools,
and information.

IWMS Software Integrated Workplace Management System (IWMS)

 is a software platform that helps organizations optimize the use of workplace
resources. It's essentially a facilities management software workhorse that
integrates the space tracking capabilities of a CAFM with the maintenance tracking
capabilities of a traditional CMMS to best track lease schedules and benchmark
portfolios.

CAFM Software Computer-Aided Facility Management software

 Focuses on maintenance, occupancy, and supporting facility management. Some of

the key components of CAFM software are facilities data analysis, evaluating
systems for preventive maintenance, providing multiple ways to visualize complex
facilities data, and other tools for enhanced planning of maintenance decisions and
work orders.
 Is a software platform that streamlines facilities management and maintenance.
CAFM software spans space management, real estate planning, project
management, building operations, preventive maintenance, and more. While a
CAFM system covers a broad range of management activities, different
organizations will focus on various key areas depending on their needs.
Lecture 4.2.2 Types of maintenance
Types of Maintenance
The marine and air transportation, offshore structures, industrial plant and facility
management industries depend on maintenance, repair and overhaul (MRO) including
scheduled or preventive paint maintenance programmes to maintain and
restore coatings applied to steel in environments subject to attack from erosion, corrosion and
environmental pollution.

Maintenance activities can basically be divided into two parts: planned maintenance activities
and unplanned maintenance activities.
The type of planned maintenance cannot be equated for each equipment, which depends on the
method, cost and critical level. The following types of planned maintenance methods are
commonly used in several industries.

Preventive Maintenance (PM)

 The care and servicing by personnel for the purpose of maintaining equipment in
satisfactory operating condition by providing for systematic inspection, detection,
and correction of incipient failures either before they occur or before they develop
into major defects.
 The work carried out on equipment in order to avoid its breakdown or malfunction. It
is a regular and routine action taken on equipment in order to prevent its breakdown.
 Maintenance, including tests, measurements, adjustments, parts replacement, and
cleaning, performed specifically to prevent faults from occurring.
Types of Preventive Maintenance:

Corrective Maintenance

Corrective maintenance is a type of maintenance used for equipment after equipment break
down or malfunction is often most expensive – not only can worn equipment damage other parts
and cause multiple damage, but consequential repair and replacement costs and loss of
revenues due to down time during overhaul can be significant. Rebuilding and resurfacing of
equipment and infrastructure damaged by erosion and corrosion as part of corrective or
preventive maintenance programs involves conventional processes such as welding and metal
flame spraying, as well as engineered solutions with thermoset polymeric Materials.
Types of Corrective Maintenance:
Predictive Maintenance

More recently, advances in sensing and computing technology have given rise to predictive
maintenance (PDM). This maintenance strategy uses sensors to monitor key parameters within
a machine or system, and uses this data in conjunction with analyzed historical trends to
continuously evaluate the system health and predict a breakdown before it happens. This
strategy allows maintenance to be performed more efficiently, since more up-to-date data is
obtained about how close the product is to failure.
Are designed to help determine the condition of in-service equipment in order to estimate when
maintenance should be performed. This approach promises cost savings over routine or time-
based preventive maintenance, because tasks are performed only when warranted. Thus, it is
regarded as condition-based maintenance carried out as suggested by estimations of the
degradation state of an item.
The main promise of predictive maintenance is to allow convenient scheduling of corrective
maintenance, and to prevent unexpected equipment failures.

Common Predictive Maintenance Tools:

Today, maintenance repairs can be expensive and time consuming, therefore it’s important to
put processes in place in order to minimize and prevent them. Predictive Maintenance Software
uses condition monitoring tools to monitor the performance and condition of equipment and
determine when maintenance should be performed. The software predicts possible defects and
estimates when they require fixing before a likely failure. As part of an organizations’
maintenance strategy, predictive maintenance differs from preventative maintenance whereby
routine repairs and maintenance are scheduled to take place.
Combined with the Internet of Things (IOT), predictive maintenance software evaluates the
performance of an asset providing information in real time. This information is provided through
capturing data from IOT enabled sensors. This data is then analyzed and actioned to prevent
failures occurring. Predictive maintenance sensors include monitoring equipment which can
detect a variety of things such as vibrations, temperature or humidity.
Lecture 4.3 Cleaning/Commercial Cleaning
Cleaning operations are often undertaken out of business hours, but provision may be made
during times of occupations for the cleaning of toilets, replenishing consumables (toilet rolls,
soap, etc.) plus litter picking and reactive response. Cleaning is scheduled as a series of
"periodic" tasks: daily, weekly, monthly, etc. Commercial cleaning companies are contracted to
carry out cleaning jobs in a variety of premises.

Cleaning techniques and equipment

Commercial office cleaning companies use a wide variety of cleaning methods, chemicals, and
equipment to facilitate and expedite the cleaning process. The scope of work may include all
internal, general and routine cleaning - including floors, tiles, partition walls, internal walls,
suspended ceilings, lighting, furniture and cleaning, window cleaning, deep cleans of sanitary
conveniences and washing facilities, kitchens and dining areas, consumables and feminine
hygiene facilities as well as cleaning of telephones, IT, and other periodic cleaning as required.
Carpet cleaning though, even with regular vacuuming, needs hot water extraction applied every
18 to 24 months. External cleaning, litter picking, and removal of graffiti may also be
incorporated.

Consumables
Contracts often require the cleaning companies to provide consumables such as paper towels, toilet
rolls, liquid soap, bin liners, etc.
Workers
The commercial cleaning industry is extremely competitive and employees tend to be at the
lower end of the pay scale. However, unionized workers may earn higher wages. Many
commercial cleaning companies provide on-the-job training for all new employees due to the
nonexistence of tertiary based courses for the cleaning industry. A trend in the cleaning industry
is the elimination of the usage of more hazardous chemicals such as drain cleaners due to
liability and environmental concerns. Individuals employed in commercial cleaning typically hold
the job title of janitor, custodian, or day porter.
In Australia, the US, and Europe commercial cleaning companies are encouraged to screen all
employees for evidence of a criminal background. In some countries, such as the United
Kingdom, cleaners working in schools, children's care homes and childcare premises are
required by law to undergo a criminal record check.

What does a commercial cleaner do?

A commercial cleaner is the general term for a person or company that provides cleaning
services for businesses such as offices, shops, factories, bars and restaurants. Some
commercial cleaning companies will also provide domestic cleaning services for
homes. Cleaning services offered will vary but most commercial cleaners will have the
equipment and staff available to carry out everything from dusting desks and emptying bins to
industrial carpet cleaning and window cleaning.
A good commercial cleaning company will be insured to use their own equipment and to
work on your premises. Are you staff insured to operate machinery?

Commercial Cleaner Services

A professional commercial cleaning company will want to visit your premises first to discuss
your requirements and to see what they have to clean before agreeing on a cost. They will then
draw up a bespoke contract for your business. When contracting a cleaner you need to think
about everything you want them to do. Some businesses may request a weekly window clean
and floor clean and do everything else themselves, and others will want a detailed cleaning
schedule to be followed that includes tasks such as:
Weekly

 Clean windows (inside and outside)

 Clean all floors
 Remove rubbish from desk bins
 Dust all desks and reception surfaces
 Clean toilets and replenish towels and toilet rolls

Monthly

 Clean fridge and microwave

6 Monthly

 All carpets should be cleaned

Most commercial cleaning companies will also offer ad hoc services such as end of tenancy
deep cleaning services, graffiti removal, after building works cleaning and gutter cleaning.

Lecture 4.3.1 Difference between Commercial office cleaning and

janitorial services
If you own or operate a business, then you know how important it is to keep your workspace,
whether it is an office building, retail store, or warehouse, clean and organized. The condition of
your workspace is a major factor in the impression that people get of your business which can
have a direct effect on your bottom line. Few people will be interested in doing business with a
company that cannot keep its own space in good condition. Keeping a clean and well-
maintained workspace will also greatly benefit the performance of your employees. Studies on
workplace cleanliness have shown that employees are generally happier and more productive
when they work in a clean and comfortable environment.
While some companies keep their workspace clean by hiring an in-house cleaning crew, others
either do not have the resources to hire an in-house crew or would rather hire a third party. This
means that they must hire a professional to provide janitorial or commercial cleaning services.

Janitorial Services and Commercial Cleaning: What is the Difference?

The difference between janitorial services and commercial cleaning is that janitorial
services include small, everyday cleaning tasks while commercial cleaning involves
bigger jobs that are done a few times per year. For example, janitorial services include
regular vacuuming of the carpeting while commercial cleaning services include deep
carpet cleaning. Hiring a janitorial service is beneficial for everyday cleaning and
maintenance. Companies can look into hiring commercial cleaning services for deep
cleanings or to get your workspace ready for a special event.
Janitorial Services
A janitorial service provider will take care of everyday cleaning duties and keep your
workspace clean and well maintained on a regular basis. With consistent janitorial
services, your office or facility will always look good and be ready for visitors,
customers, and business associates. Companies tend to schedule janitorial services
based on their needs, typically on a daily, weekly, or bi-weekly basis. If your company
hires a janitorial service provider for office cleaning, you will be responsible for putting
together the schedule and the cleaning tasks to ensure that the job is done to your
satisfaction.
Professionals that provide janitorial services are trained to use cleaning products and
equipment to reduce the risk of cross-contamination and maintain clean and sanitary
conditions. These services typically include the following:

Commercial Cleaning Services

Commercial cleaning services cover bigger cleaning jobs that do not need to be done on a
regular basis. Most companies hire a professional for commercial cleaning services for a one-
time job, but you can also contract their services for a few appointments per year. It helps for
your company to know what bigger cleaning projects you want done and when, so you can plan
your commercial cleaning services accordingly. Ask questions about the services when looking
for a commercial cleaning service provider and see if they back their work with a satisfaction
guarantee.
The cleaning services provided by a commercial cleaning company typically include:

Deciding Between Janitorial Services and Commercial Cleaning

If you are interested in consistent cleaning services that keep your office or facility looking clean
and presentable, then you need janitorial services. If there are a couple of big cleaning projects
you need done such as upholstery cleaning or power washing, then you need to talk to a
company that provides commercial cleaning services. Most service providers offer both types of
cleaning services, and most businesses can benefit from having both types of cleaning services
performed throughout the year. When you are looking for a commercial cleaning service
provider, find one that can provide both types of cleaning services to save you the trouble of
working with multiple contractors.

Lecture 4.3.2 5S of Good Housekeeping

5S is a simple method of organizing the workplace safely and efficiently to enhance productivity.
It is a systematized approach to organize work areas, keep rules and standard, and maintain
the discipline needed to do a productive workplace.
5S leans on the idea that productivity is achieved by organizing the work area because it
eliminates wasting of resources, such as time.
It traces its origin to the production techniques observed in some of the world-leading
manufacturing companies. This method is divided into five phases: Seiri, Seiton, Seiso,
Seiketsu, and Shitsuke. Each phase is named after a Japanese term recognizing the Japanese
companies which lead the practice of this method
Seiri / Sort
When Seiri practices are well executed and their goals are achieved, these benefits will be
observed:

 Production spaces are freed and become more productive

 Conducting inventory becomes easier
 Less time is consumed by searching for an item
 Moving goods and mobility of employees becomes easier

Seiton / Systematize
Seiton, when done well, will result in the following benefits:
 Less time spent in searching for items.
 Less time is spent in transport and handling operations.
 Fewer operations requiring too much effort such as heavy lifting.

Seiso / Sweep
The success of Seiso is characterized by these observable factors:

 Tidiness and order in the workplace are maintained.

 Malfunctions and other situations can be prevented even before they arise.
 Contradictions and other non-compliance will not go unnoticed and unaddressed
Seiketsu / Standardize

A successful Seiketsu can be observed through these results:

 Cleanliness and orderliness in the workplace are maintained.

 Misoperations on the processes or equipment function can easily be identified and
prevented.
 Good practices are standardized.

Shitsuke / Sustain
The effect of a well-implemented Shitsuke can be observed through these following
results:

 Employees are doing newly-introduced practices without being told to do so.

 Improvements in the productivity will be enjoyed long-term.
 Health and safety measures are improved.