NACBA National Conference

July 11-15, 2007

Dallas, Texas

Friday, July 13, 2007

Workshop C-11, 1:00 PM

Workshop D-11, 3:45 PM

Facilities Care & Management

Outline of Presentation

This Outline, Powerpoint, and Resource Links are all downloadable

At

This workshop will focus on current and future trends in facilities housekeeping, contract cleaning, repairs, maintenance, systems, technology, and standards. There will be an emphasis on topics that are more relevant to the needs of facilities managers today. Some of the information presented will be an expansion of the resource Thy Kingdom Clean.

Presented by:

Ron Chandler

Church Administrator for 30 Years

Director of Customer Development, Shelby Systems

Introduction

  • Ron Chandler, Owner
  • Thy Kingdom Clean, NACBApress, 1992

Workshop Outline

  1. Facilities Management Forecast
  1. 2007-08
  2. Rapid pace of change
  3. Changing technology
  4. Building automation
  5. Security issues
  6. Sustainability
  7. Do more with less
  8. Aging Facilities – (Bldg boom of 90’s)
  9. Aging Workforce (20% +60, 33% by 2050)
  10. Senior population – how to accommodate
  1. Top Issues & Trends for 07-08
  1. Linking Facilities Management to Strategy
  2. Planning for growth & expansion in facilities (churches)
  3. Key components for FM in building design
  4. The obvious – HVAC, EMS, Other Systems
  5. Roof systems
  6. Housekeeping space
  7. Storage
  8. Safety
  9. Security
  10. Floor surfaces
  11. Waste management
  1. Emergency Preparedness
  2. Analyze vulnerabilities
  3. Develop & implement protection strategy
  4. Develop response plans
  5. Identify resources
  6. Train and drill
  1. Rapid pace of change
  2. Challenges for Facilities Management
  3. Security
  4. EMS
  5. Outsourcing
  6. Ethnic work force – cultural diversity
  7. Innovation
  8. Learning challenges
  1. Sustainability
  2. Energy Conservation
  3. LEED – Leadership in Energy & Environmental Design
  1. Emerging Technology
  2. Multiple systems
  3. EMS
  4. Lighting
  5. Security
  6. Fire Protection
  1. BIM – Building Information Management System (Software)
  2. Architect → Contractor → Owner
  3. Will include and replace CAD
  4. Owner (church) will need the software for FM
  5. Facilities manager will need proficiency in BIM
  1. Broadening Diversity in the workforce
  2. Shortages of skilled labor
  3. Training challenges
  4. Aging workforce
  1. Aging Buildings
  2. Deferred maintenance has caused problems
  3. Key Stat: 2-4% of the replacement value should be the budget for maintenance and repair for facilities (IFMA)
  1. Cogun Survey, 2005, Creating Good Impressions
  2. In designing new space, Facility Manager said:
  3. Provide more storage
  4. Design for planned ministries
  5. Design state-of-the-art mechanical systems
  6. Suggested exterior improvements:
  7. 49% - Landscapping
  8. 38% - Painting
  9. 13% - Increased funding for maintenance
  10. Suggested interior improvements:
  11. 46% - Painting
  12. 38% - New floor covering
  13. 16% - Increased funding for maintenance
  14. What requires most of your time? Facility Managers said
  15. Mechanical systems – repair and ongoing maintenance and control
  1. Outsourcing
  1. Factors in decision
  2. Frequency of need
  3. Inadequate available workforce
  4. Training and supervision
  5. Flexibility
  6. Cost
  7. Questions to ask:
  8. Will Contractor respond to a Request for Proposal ?
  9. Can Contractor provide manpower needed?
  10. Does the Contractor understand church special needs?
  11. What equipment & supplies will be used in the facility?
  12. Background checks on workers?
  13. Adequate supervision?
  1. Can a Contractor save $$ ?
  2. Specialization allows higher productivity
  3. Amortization of equipment investment over time
  4. Multi-year fixed price
  1. Outsourcing Advantages
  2. Flexible workforce to meet needs
  3. Makes startup easier
  4. Requires less training
  5. Greater efficiency
  6. Increased labor pool
  7. Better equipment
  8. Special needs accommodated easier
  9. Labor problems belong to contractor
  10. Revise contract as change requires with time
  11. Emergencies are handled better (flood example)
  12. Good budgetary planning
  13. Reduced management burden
  1. Outsourcing Disadvantages
  2. Usually more expensive in dollars
  3. However, less time for church managers
  4. Communication challenges
  5. Language barriers – communication
  6. No employee loyalty from contract personnel
  7. May involve use of cheaper supplies & materials
  8. Security concerns
  9. Attitudes of contract personnel
  10. Hidden costs
  11. Margin of success to failure
  1. Request for Proposal (RFP) – Key Components (download sample RFP on )
  2. Description of Work
  3. Requirements for submitting a proposal
  4. Structure of proposal
  5. Evaluation and reward
  6. How to submit questions and requests for feedback
  1. Lifecycle Cost Management
  2. Not a new concept
  3. Hire Architects who have experience in church facilities
  4. Master and long-range plans must address maintenance and replacement
  5. Formula: New Cost
    + Annual Maintenance & repair for usable life
    Total Cost
  6. Example
  1. Budgeting
  2. Facility Operating Gross Square Foot Index (GSF)

GSF Index = Annual Facility Maint Operations $$

Gross Area (Sq. Ft)

Custodian Staffing Formula (Cust per Sq. Ft. = CPF)

Manpower (CPF) = Total Square Footage

10-15,000 sq ft per man

  1. Advantage of Using GSF Index
  2. Easy indicator of cost per square foot (CSF)
  3. Can be easily charted / tracked
  4. Can be computed for prior years
  5. Compares easily to other indexes
  6. Consistent basis for budgeting year to year
  1. Costs of Ownership
  2. Operations
  3. Utilities
  4. HK / Custodial
  5. Supplies
  6. Maintenance & Repair
  7. Replacement
  8. Alterations & Improvements
  1. Consequences of Under-funding
  2. Safety failures
  3. Excessive costs for replacement & repairs
  4. Higher utilities
  5. HVAC service failures
  6. Poor aesthetics & morale
  1. Budgeting should include:
  2. Preventative Maintenance
  3. Grounds
  4. Exterior and Roof
  5. Signage
  6. Interiors
  7. Electrical
  8. Plant & HVAC Systems
  9. Security & Life Safety Systems
  10. Furnishings, Fixtures, & Equipment (FF&E)
  1. Custodial
  2. Janitorial
  3. Trash / Waste Disposal & Management
  4. Window Cleaning
  5. Carpet Cleaning
  6. Pest Control
  7. Blinds & Drapes
  8. Pews
  1. Maintenance & Repair
  2. Grounds
  3. Exterior & Roof
  4. Interiors
  5. Plant & HVAC
  6. Elevators
  7. EMS
  8. Security & Life Safety Systems
  9. Electrical
  10. Signage
  11. Other
  1. Categories of Maintenance
  2. Inspect & repair only as necessary (IRAN)
  3. Cyclical Repair (roofs)
  4. Preventative Maintenance
  5. Predicted Maintenance
  6. Breakdown Maintenance
  7. Repair Projects
  1. Top 10 - Why Facilities Fail
  2. Under-funding Housekeeping & Maintenance
  3. No standards of upkeep
  4. Poor supervision of employees
  5. Failure to maintain equipment
  6. Failure to train
  7. Failure to keep up with technology
  8. Failure to update finishes and interiors
  9. Failure to cycle assets
  10. Under staff
  11. Failure to inspect and follow-up
  1. Top 10 – Hot Topics in Church Facilities Management
  2. Safety & Risk Assessment
  3. Outsourcing
  4. Hosting Outside Events (Northpointe, GBC)
  5. How to staff for HK, Custodial needs (CSF)
  6. Security, Disaster Preparedness & Pandemics
  7. Policies & Procedures
  8. Life Cycle Costs
  9. First Impressions (casino quote)
  10. EMS / HVAC
  11. Software & Technology
  1. Resources
  2. Articles – all downloadable at
  3. Understanding Life-cycle Costs
  4. Keep Up Appearances
  5. Self-Inspection Safety Checklist for Churches
  6. NorthpointeChurchAtlanta Facilities Resources
  7. First Impressions - Creating WOW Experiences in Your Church – Mark Waltz (GrangerChurch)
  8. Facility Manager’s Operation and Maintenance Handbook
  9. IFMA Current Trends in Facilities Management Study
  10. IFMA Lifecycle Model
  11. Emergency & Pandemic Preparedness – Facilities – all downloadable at
  12. World Health Organization (WHO) Pandemic Bird Flu Study
  13. “Preparing for a Pandemic”
  14. Pandemic flu government Site – church checklist
  15. Workplace Planning
  16. “A Shooter in the Church”
  17. Many other helpful articles
  18. Last, but not all
  19. Software –
  20. Track-It
  21. Best new innovation
  22. Cyberlock by Videx

RESOURCES

Resources and Links available by clicking on link below at

Facilities Management Links and Publications

  • Internal Audit Checklist for Churches and Other Ministries, Frieze Resource Library
  • Understanding Life-cycle costs
  • Article: Keep Up Appearances
  • Got Mold? Don’t Tear the Building Apart
  • 'Invisible Janitors' Help Prevent Costly Slips and Falls
  • A Clean Campus is a Healthy Campus
  • Technical, Environmental and Budgetary Efficiency in Harmony
  • Self-Inspection Safety Checklist for Churches – Church Mutual
  • NorthPointCommunityChurchAtlanta Facilities Resources
  • “First Impressions – Creating WOW Experiences in Your Church – Mark Waltz (GrangerChurch)
  • Facility Manager’s Operation and Maintenance Handbook
  • IFMA Current Trends in Facilities Management Study
  • IFMA Asset Lifecycle Model

Emergency and Pandemic Preparedness - Facilities

  • World Health Organization Pandemic Bird Flu Study
  • Preparing for a Pandemic
  • Pandemic Influenza, Business and Benefits of 360 Degrees of Preparedness
  • Pandemic Flue Government Site – great checklist
  • Same - Workplace planning
  • Google: “pandemic AND churches”
  • Great links for emergency planning
  • Great info on ER planning / American Red Cross
  • Great Facilities Emergency Preparedness Articles
  • A Shooter in the Church

Asset Management, Facilities Scheduling Software

  • Track-It Software:

New Invention / Gadget of the Year

  • CyberLock:

Customer Service Truths

  1. Poor service is the number-one reason companies lose business. A full 68 percent of customers stop doing business with a company because of poor service.
  2. Ninety percent of the customers that stopped doing business with a company made no attempt to tell the firm why.
  3. Seventy percent of dissatisfied customers never complain because it is not worth their time; they think company personnel won’t listen if the customer does complain, or they think the customer won’t do anything about their complaint.
  4. The average dissatisfied customer tells nine or ten others of their dissatisfaction.
  5. Conversely, the average satisfied customer tells only five people.
  6. It takes ten dollars in new business to replace one dollar of lost business.
  7. It costs between five and ten times as much to attract a new customer as it does to keep an old one.
  8. Quality service is the main thing that differentiates one business from another.
  9. The first sixty seconds establishes the tone and first impression of a meeting.
  10. Each time a customer comes in contact with a company employee for the first time, it is a new first impression.
  11. The same attitudes that lead to increased customer satisfaction can lead to increased employee performance.
  12. Customers pay more for better service.
  13. Ninety-five percent of dissatisfied customers would do business again with that same company if their problem were solved quickly and satisfactorily.
  14. The company person, no matter what rung on the ladder, should always ask himself or herself, “What can I do to satisfy the customer?”
  15. Every company employee is involved in sales.
  16. Excellent service leads to increased sales.
  17. Companies should pay attention to how they spend money. It’s unwise to overspend in some areas and underspend in others.
  18. Customers will tell a company where it needs improvement. We need to ask customers how we can make our business more pleasurable, convenient, and suitable for them.

______

Source: Richard Tyler of Richard Tyler International, as quoted in Modern Office Technology, February 1993.

Assessing Customer Expectations of Service Quality

  1. Excellent facility departments will have modern-looking equipment.
  2. The physical facilities of excellent facility departments will be visually appealing.
  3. Employees at excellent facility departments will be neat.
  4. Materials issued such as pamphlets or statement will be visually appealing in an excellent facility department.
  5. When excellent facility departments promise to do something by a certain time, they do it.
  6. When a customer has a problem, excellent facility departments will show a sincere interest in solving it.
  7. Excellent facility departments will perform their service right the first time.
  8. Excellent facility departments will provide their services at the time they promise to do so.
  9. Excellent facility departments will insist on error-free records.
  10. Employees in excellent facility departments will tell customers exactly when services will be performed.
  11. Employees in excellent facility departments will give prompt service to customers.
  12. Employees in excellent facility departments will always be willing to help customers.
  13. Employees in excellent facility departments will never be too busy to respond to customer’s requests.
  14. The behavior of employees in excellent facility department will instill confidence in customers.
  15. Customers of excellent facility departments will feel safe in their transactions.
  16. Employees in excellent facility departments will be consistently courteous to customers.
  17. Employees in excellent facility departments will have the knowledge to answer customer questions.
  18. Excellent facility departments will give customers individual attention.
  19. Excellent facility departments will have operating hours that are convenient to their customers.
  20. Excellent facility departments will have employees who give customers personal attention.
  21. Excellent facility departments will have the customers’ best interests at heart.
  22. The employees of excellent facility departments will understand the specific needs of their customers.

______

Source: Adapted by Facilities Manager from Zeithaml, Parasuraman and Berry, Delivering Quality Service (The Free Press, 1990).

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