Executive Training Course (2-Days)

Outcome-Based Facilities Management & Maintenance Service Procurement

» Qualified for 14 PDUs by PE Board

COURSE BACKGROUND

Outcome-Based (aka Performance-Based) outsourcing is a buying strategy where award of a contract is focussed on a Service Provider’s (SP) resource plan and process to achieve outcomes/results of competitive value (e.g. cost savings and enhanced customer satisfaction) for the Service Buyer (SB). This is opposed to Prescriptive-Based outsourcing where SB specifies resources and processes, leading to undifferentiated bids and lowest bid award.

Singapore’s public sector move towards Outcome-Based (OB) purchasing was first announced in Parliament in 2016. OB procurement has since been rolled out in three key sub-sectors of Facilities Management (FM) viz. Cleaning, Landscaping and Security.

The 2018 Real Estate Industry Transformation Map for FM was ‘Change to Enhance Service Delivery and Uplift the Industry.’ SPs identified two challenges to do so viz. ‘Building owners rely on headcount-based procurement practices and offer short contracts that do not reward innovation and quality FM service’, and ‘Lack of authoritative standards to guide FM service delivery’.

OB FM Service Procurement will help resolve the challenges identified. Such tenders require SB to specify required FM standards and corresponding objective/measurable service outcomes to facilitate service performance evaluation; SPs propose work plan, processes and resources to achieve the outcomes which are submitted with their tender. OB contracts are generally also of longer duration with incentives to motivate enhanced performance beyond the specified outcomes. A small number of enlightened SBs have started the OB procurement journey, adoption on a wider scale is needed to realise the FM transformation journey.

Planning Outcome-Based Outsourcing

To initiate OB outsourcing of Facilities Hard Services (Maintenance, Repairs & Replacements), SBs will first need to establish their needs. This has to be done holistically by linking property assets contribution to organisational mission, and the support services required to realize this mission. Central to this is the need to identify property attributes, the nature, type and level/standard of facilities maintenance services which yield value add outcomes contributing to productivity and competitiveness of the organisation, and metrics and key performance indicators to measure and track outcomes of the maintenance processes delivered by Service Providers (SP). OB service outcomes requirements should equally apply to services delivered by in-house teams (in sourced teams).

Rather than wage a ‘price war’, SPs should ride the OB outsourcing wave by attempting to understand SB’s organisational and business needs and constraints, attributes of their property/properties and facilities maintenance requirements and strive to innovate to deliver cost effective value-add services for the rewards invariably incorporated with such contracts.

MASTER COURSE OBJECTIVES

The Master Class will adopt a ‘Back to Basics’ approach to allow SB and SP to fully comprehend the often conflicting multi-faceted organisational-user-technical-cost parameters involved in analysing and determining an optimised facilities maintenance strategy and implementation plan.

A knowledge sharing, round table and hands-on training pedagogy will be adopted underpinned by the framework shown below to facilitate participant’s development of a bespoke facilities maintenance needs and outcome requirements to guide SB service procurement, work execution and SP performance monitoring.

MASTER CLASS CONTENT & WORKSHOPS

1. Organisational Mission & Property Asset Management
   • Organisational Mission & Property Resources
   • Property Attributes: Type, Age, Systems & Materials
   • Property Performance Requirements

Workshop 1: Linking Organisational Mission to Property / Building Attributes & Performance Needs

2. Facilities Management & Maintenance Fundamentals
   • Facilities Management Fundamentals
   • Facilities Maintenance Fundamentals
     • Defects & Maintenance
     • Types of Maintenance
     • Maintenance Objectives & Outcomes
     • Maintenance Systems
     • Maintenance Policy & Standards
     • Maintenance Strategy
   • Facilities Management & Maintenance Performance Measures: KPIs and Metrics

3. Facilities Maintenance Needs & Gap Analysis 
   • Existing Facilities: Physical & Condition Inventory
   • Existing Facilities Maintenance Services: How & What Are You Doing
     • Organisation, Space & Property Management Policy
     • Work Organisation Structure & Main Functions
     • Maintenance Standards & Systems
     • Maintenance Planning, Budgeting & Cost Control
     • Procurement & Contractual Arrangements
     • Performance Monitoring, KPIs & Metrics
     • Issues & Challenges Faced
   • What Do You Want: Gap Analysis & Moving Forward

Workshop 2: Facilities Maintenance Needs & Gap Analysis

4. Developing Outcome-Based Facilities Maintenance Service Requirements  
   • Prescriptive vs. Outcome-Based Services
   • Developing Outcome-Based Service Requirement & Outcomes
     • Pre-Requisite Work
     • Step 1: Job Analysis
     • Step 2: Performance Work Statements & Outcomes
     • Step 3: Quality Assessment Plan, Incentives/Disincentives
   • Service Level Agreements

Workshop 3: Developing Work Breakdown Structure (WBS) and Performance Work Statements (PWS)

5. Condition Assessment Standardisation in Outcome-Based Facilities Maintenance
   • Condition Assessment Standardisation
   • Visual Condition Assessments: NEN 2767 / CEN TS/17385
   • SMART AIDS & Equipment

6. Outcome-Based Facilities Maintenance Services Procurement
   • Prescriptive vs. Outcome-Based Services Procurement
   • Procurement Models: Single, Bundled, Integrated
   • Award of Outcome-Based Services Tender

7. Managing Outcome-Based Facilities Maintenance Contracts
   • Managing & Measuring Service Quality Outcomes
   • Quality Assessment Monitoring by Sampling
   • Managing Incentives & Remedies for Non-Performance
   • Relationship Management & Dispute Resolution

MASTER CLASS FACILITATORS

Dr Quah Lee Kiang

Dr Quah is the Director of the Real Estate & Construction Centre and the Real Estate & Construction Academy in Singapore (RECC/RECA). She has extensive regional and international experience in Project and Facilities Management & Maintenance research, advice and academia. Dr Quah coordinated the International Council for Research & Innovation in Building & Construction (CIB) Working Commission 70 on ‘Facilities Management & Maintenance’ for over a decade. She was President of the Chartered Institute of Building Singapore Centre for two terms. She also served in the Royal Institution of Chartered Surveyors (RICS) Asia Board, Singapore Board and Asia Pacific Sustainability Board. Dr Quah is a member of two Working Committees reviewing Singapore Standards: SS 499 on ‘Cleaning Performance for Commercial Premises’ and SS 485 on ‘Slip Resistance Classification of Pedestrian Surface Materials’; she is also a member of the WSH Facilities Management Committee established by the Ministry of Manpower.

Leow Soon Siong

Mr Leow holds a Bachelor’s degree (Hons) in Electrical Engineering from the National University of Singapore and a MBA (Accountancy) from Nanyang Technological University. He has extensive work experience in the areas of R&D, IC Design, Marketing, Business Development and Operation across several industries; namely the Marine, Construction/Real Estate and Information Technology sectors. He is presently an adjunct faculty with the Singapore University of Social Sciences (SUSS), SIM Global Education (SIMGE) and Republic Polytechnic, leading a number of modules across the Business Administration programmes. He will lead Workshop 4 on ‘Establishing Sampling Size for Quality Assessment & Audits.’

MASTER CLASS DATES
Monday 15 Nov to Tuesday 16 Nov 2021, 9am to 6pm / Monday 24 Jan to Tuesday 25 Jan 2022, 9am to 6pm

MASTER CLASS FEES
$1,250.00 nett per person (GST not applicable) or
$1,125.00 for members of the Singapore International Facility Management Association
The course fees include full colour course documentation.

WHO SHOULD ATTEND
The course will benefit Service Buyers and Providers involved in procurement/tendering and managing and administering Facilities Management Services contracts from organisations such as:

• Institutional and Commercial Building Owners
• Government Officers
• Procurement Officers
• Managing Agents & Service Providers
• Management Corporations & Town Councils
• Property, Facilities & Maintenance Managers
• Project Managers / Quantity Surveyors
• FM Service Providers/Contractors/Sub-Contractors

CANCELLATIONS
Cancellations made one week before the scheduled commencement date of the course will be subjected to an administrative fee of $100.00. The full fee of $1,250.00 will be payable thereafter for any cancellation; substitutions can be made at any time.

COURSE ENQUIRIES AND REGISTRATIONS
Mr Ken Chew / Mr Gary Law
Tel: 6563 4166
Fax: 6563 4156
E-mail: exectrg@recc.com.sg

PLEASE NOTE
It may be necessary for reasons beyond RECC’s control, to change the content and timing of the programme and the identity of the course facilitator/s.