Learning goals:
• To orientate to operational topics and the variety in fundamentals that are
specific in a Facility Management
• Optimize hospitality and show this in skills, attitude, and knowledge.
• Perform proper skills in the kitchen, restaurant, front desk, catering and banqueting
(manuals).
• Understand the basics of Health & Safety and Risk identification and apply this
knowledge in theory and practice
• Demonstrate an understanding of quality inspections/facility performance standard and
apply this theory in practice
• Demonstrate an understanding of basic principles of micro biology related to HACCP in
food preparation areas
• Understand the theory of cleaning and waste management and bring it into practice
• Understand the theory of building and maintenance and bring it into practice.
• Understand the basics of HACCP and apply these in theory and practice
• Perform basic financial calculations related to (catering, cleaning or maintenance) cost
calculations
• Basic knowledge about most common facility processes and a front- and back-office
organization
• Understand the basics of facility management aspects of purchasing coffee and vending,
document management / archiving, security and fleet management
• Understand the in- and outsourcing aspects in the Facility Management industry
• Understand the process of recruitment, selection and training of temporary employees
from a supplier
Sibelicious kick-off (Health & Safety)
Facility Management = the business domain that manages the activities related to the built
environment and that are necessary to make it possible for any organization to perform in the
primary business activities
Cleaning and waste management
Contracts:
Key Performance Indicators (KPI’s) = a quantifiable measurement of strategic activities that
demonstrates how effectively a company is achieving key business objectives
• Monitoring costs
• Sustainability
• Quality
• Management information
• Customer satisfaction
,Role of the Facility Manager:
• Specify and procure
• Managing daily operations
• Control the quality
• Contract management (implement, follow up, report and improve the contract
requirements)
• Expand or decrease service based on current level of cleanliness
Opportunities and trends:
• Output based cleaning
• Daytime cleaning
• Hospitality (customer experience, improving perception, reduction of complaints)
• Multiservice (single point of contact, one invoice, optimization of the service)
• Sustainability (reducing the eco footprint)
• Influence perception (customers’ satisfaction)
• Innovations (activity based cleaning, ergonomic improvements, apps)
• Robotization
Outsourcing factors:
• Number of employees
• Social indicators
• Structure of workforce (age and duration)
• Income comparison between collective labour agreements
• Arrangements with employees and unions
Waste management = actions required to manage waste and the promotion of recycling and
re-use of materials within the organization
Refuse Reduce Reuse Recycle
Role of the Facility Manager:
• Write policy on waste management
• Arrange waste management within an organization
• Specifying and procuring the waste disposal services
• Follow developments in the legislation
• Confidential documentation
How to measure waste: where is it? (inside or outside), what is it? (paper, plastic, chemicals),
how much is it? (amount), how should we handle it? (reuse, recycle) and how should we
remove it? (immediately, periodically)
, Instruction cleaning: basics
Excellent: anticipating latent desires and unexpected changes
Attitude: dealing correctly with customer values towards users
Extras: adaption of planning on specific department
Result: fulfillment of agreed cleaning program
Cleaning = the removal or reduction of undesired substances or foreign matter from a
surface
Cleaning maintenance
• Value preservation by protection from harmful influences, chemical influences or
environmental influences
• Optical improvement
• Prevention of accidents
• Maintaining hygiene standards
• Maintaining utilization properties’
Daily cleaning (75-80%): cleaning of direct visible dirt 1 - 5 x per week
Intermediate cleaning (15-20%): clean indirect visible dirt before it gets visible 1 x per
week or 1 x per month
Basic cleaning (5-10%): thorough cleaning 1 x per year
Systematic maintenance
Cleaning method = a clearly defined task to obtain a certain cleaning level with chemical
products, utensils (gereedschap) and application techniques
Cleaning system = mostly a combination of defined methods (example: system of daily
cleaning and system of basic cleaning
System determining facts: material surface (floor type/surface), kind and grade of sole
(products and accessoires) , function of the room and wished and demands of the users
(experience), wishes and demands of the service provider (return on investment) and budget
(performance/investment/writing-off)
General formula hours
Basic: performance standard (sqm per hour) & ratio (hours per sqm per year)
Sqm / performance standard = hours per day
Hours per day x frequency = hours per year
Hours per year x tarif = costs per year
• To orientate to operational topics and the variety in fundamentals that are
specific in a Facility Management
• Optimize hospitality and show this in skills, attitude, and knowledge.
• Perform proper skills in the kitchen, restaurant, front desk, catering and banqueting
(manuals).
• Understand the basics of Health & Safety and Risk identification and apply this
knowledge in theory and practice
• Demonstrate an understanding of quality inspections/facility performance standard and
apply this theory in practice
• Demonstrate an understanding of basic principles of micro biology related to HACCP in
food preparation areas
• Understand the theory of cleaning and waste management and bring it into practice
• Understand the theory of building and maintenance and bring it into practice.
• Understand the basics of HACCP and apply these in theory and practice
• Perform basic financial calculations related to (catering, cleaning or maintenance) cost
calculations
• Basic knowledge about most common facility processes and a front- and back-office
organization
• Understand the basics of facility management aspects of purchasing coffee and vending,
document management / archiving, security and fleet management
• Understand the in- and outsourcing aspects in the Facility Management industry
• Understand the process of recruitment, selection and training of temporary employees
from a supplier
Sibelicious kick-off (Health & Safety)
Facility Management = the business domain that manages the activities related to the built
environment and that are necessary to make it possible for any organization to perform in the
primary business activities
Cleaning and waste management
Contracts:
Key Performance Indicators (KPI’s) = a quantifiable measurement of strategic activities that
demonstrates how effectively a company is achieving key business objectives
• Monitoring costs
• Sustainability
• Quality
• Management information
• Customer satisfaction
,Role of the Facility Manager:
• Specify and procure
• Managing daily operations
• Control the quality
• Contract management (implement, follow up, report and improve the contract
requirements)
• Expand or decrease service based on current level of cleanliness
Opportunities and trends:
• Output based cleaning
• Daytime cleaning
• Hospitality (customer experience, improving perception, reduction of complaints)
• Multiservice (single point of contact, one invoice, optimization of the service)
• Sustainability (reducing the eco footprint)
• Influence perception (customers’ satisfaction)
• Innovations (activity based cleaning, ergonomic improvements, apps)
• Robotization
Outsourcing factors:
• Number of employees
• Social indicators
• Structure of workforce (age and duration)
• Income comparison between collective labour agreements
• Arrangements with employees and unions
Waste management = actions required to manage waste and the promotion of recycling and
re-use of materials within the organization
Refuse Reduce Reuse Recycle
Role of the Facility Manager:
• Write policy on waste management
• Arrange waste management within an organization
• Specifying and procuring the waste disposal services
• Follow developments in the legislation
• Confidential documentation
How to measure waste: where is it? (inside or outside), what is it? (paper, plastic, chemicals),
how much is it? (amount), how should we handle it? (reuse, recycle) and how should we
remove it? (immediately, periodically)
, Instruction cleaning: basics
Excellent: anticipating latent desires and unexpected changes
Attitude: dealing correctly with customer values towards users
Extras: adaption of planning on specific department
Result: fulfillment of agreed cleaning program
Cleaning = the removal or reduction of undesired substances or foreign matter from a
surface
Cleaning maintenance
• Value preservation by protection from harmful influences, chemical influences or
environmental influences
• Optical improvement
• Prevention of accidents
• Maintaining hygiene standards
• Maintaining utilization properties’
Daily cleaning (75-80%): cleaning of direct visible dirt 1 - 5 x per week
Intermediate cleaning (15-20%): clean indirect visible dirt before it gets visible 1 x per
week or 1 x per month
Basic cleaning (5-10%): thorough cleaning 1 x per year
Systematic maintenance
Cleaning method = a clearly defined task to obtain a certain cleaning level with chemical
products, utensils (gereedschap) and application techniques
Cleaning system = mostly a combination of defined methods (example: system of daily
cleaning and system of basic cleaning
System determining facts: material surface (floor type/surface), kind and grade of sole
(products and accessoires) , function of the room and wished and demands of the users
(experience), wishes and demands of the service provider (return on investment) and budget
(performance/investment/writing-off)
General formula hours
Basic: performance standard (sqm per hour) & ratio (hours per sqm per year)
Sqm / performance standard = hours per day
Hours per day x frequency = hours per year
Hours per year x tarif = costs per year
