FM World May 5 2011

THE MAGAZINE FOR THE BRITISH INSTITUTE OF FACILITIES MANAGEMENT | 5 MAY 2011

FMWorld www.fm-world.co.uk

FM at Holyrood, the home of the Scottish Parliament

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VOL 8 ISSUE 9 5 MAY 2011

CONTENTS

6 | Commercial leases

18 | Scottish Parliament

22 | Back to the floor

NEWS

OPINION

FEATURES

6 Report suggests commercial leases are not transparent enough 7 Newbury turns to volunteers to tend fruit trees in public spaces 8 Mitie opens security centre in N.Ireland after £2m investment 9 FM 100 poll: are FM contracts heading back in house?

10 Business news: Analysis by Graeme Davies of Balfour’s recent contract loss 11 Locog announces which companies will provide Olympic catering 12 Preview of The Facilities Show 2011, to be held at the NEC in Birmingham

16 Diary of a facilities manager: David Walker’s regular look at the daily challenges he faces in his working life 17 Five minutes with Gill Parker, managing director, BDGworkfutures 46 Felicity Messing

MONITOR

26| City of London survey

18

Scottish Parliament: A behind-the-scenes view of how the electoral process at Holyrood presents a unique FM challenge, by Anne Lennox Martin

22

Back to the floor: Industry veteran Lionel Prodgers returns to front-line facilities provision, at Heathrow Airport’s Terminal 3, with OCS

26

City of London survey: Kevin McGill explains how CoL’s tenant response programme is proving a gold mine of statistical feedback for managers

30 Legal: Managing energy within the Carbon Reduction Commitment 32 Technical: Specifying air conditioning in a cost-conscious climate 33 How to: conducting a security review 34 Insight: Market intelligence

REGULARS 36 38 43 44

IPFMA news BIFM news People & Jobs Appointments

For exclusive online content including blogs, videos and daily news updates

visit fm-world.co.uk COVER IMAGE: Scottish Parliamentary Corporate Body

FM World Jobs – the best place to find FM career opportunities online

visit fm-world.co.uk/jobs FM WORLD | 5 MAY 2011 | 03

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Want to be at the cutting edge of FM? Then get involved in the BIFM

Want to get involved in the BIFM? Then look sharp and contact us.

As the representative body for facilities management, we’re already the cutting edge of the industry. But as a member (or potential member), you might like to get your teeth into what we do and be a more active participant. It’s a fantastic opportunity to help shape

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the future of our business – from the business end. Whether you’d like to simply attend a regional meeting and the national conference, organise an event, join a committee, become a mentor or sharpen your vocal or literary skills by being a key speaker or writing

in FM World, we’d love to hear from you. Because to help everyone in the industry make the most of it, we need all the useful tools we can get our hands on. So why not get involved and get more out of FM – for yourself and everyone else.

T: 0845 058 1358 E: membership@bifm.org.uk www.bifm.org.uk

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Redactive Publishing Ltd 17 Britton Street, London EC1M 5TP 020 7880 6200 www.fm-world.co.uk EDITORIAL Tel: 020 7880 6229 email: editorial@fm-world.co.uk editor: Cathy Hayward ⁄ news editor: David Arminas ⁄ sub editor: James Richards ⁄ assistant editor: Natalie Li ⁄art director: Mark Parry ⁄ art editor: Daniel Swainsbury ⁄ picture editor: Sam Kesteven ADVERTISING AND MARKETING email: sales@fm-world.co.uk

CATHY HAYWARD EDITOR COMMENT

LEADER

display sales executives: Adam Potter (020 7880 8543) and John Nahar (020 7880 6230) ⁄ recruitment sales executive: Norman Cook PRODUCTION production manager: Jane Easterman production executive: Keiran Tobin PUBLISHING publishing director: Cathy Hayward Forward features lists and media pack available at www.fm-world.co.uk/about-us SUBSCRIPTIONS BIFM members with FM World subscription or delivery queries should call the BIFM’s membership department on 0845 0581358 FM World is sent to all members of the British Institute of Facilities Management and is available on subscription to non-members.

Annual subscription rates are UK £110, rest of world £130. To subscribe call 020 8950 9117 or email fm@alliance-media.co.uk – alternatively, you can subscribe online at www.fm-world.co.uk/about-us/subscribe/ To order the BIFM good practice guides or the FM World Buyers’ Guide to FM Services call Natalie Li on 020 7880 6229.

EDITORIAL ADVISORY BOARD Simon Ball, business development manager, Interserve ⁄Jason Choy, director, Persus⁄ Ismena Clout, energy consultant, powerPerfector ⁄ Nick Cook, managing director, Haywards ⁄ Rob Greenfield, director for health, safety, environmental and quality, Sodexo ⁄ Anne Lennox Martin, FM consultant ⁄ Peter McLennan, joint course director, MSc Facility Environment and Management, University College London ⁄ Lionel Prodgers, principal, Agents4FM ⁄ Chris Stoddart, general manager, Heron Tower ⁄ Jeremy Waud, managing director, Incentive FM ⁄ Jane Wiggins, FM Tutor and author ⁄ Chris Wood, senior associate at Advanced Workplace Associates

Average net circulation 11, 654 (Jul 09 – Jun 10) FM World magazine is produced using paper derived from sustainable sources; the ink used is vegetable based; 85 per cent of other solvents used in the production process are recycled © FM World is published on behalf of the British Institute of Facilities Management (BIFM)

by Redactive Publishing Ltd (RPL), 17 Britton St, London EC1M 5TP. This magazine aims to include a broad range of opinion about FM business and professional issues and articles do not necessarily reflect the views of the BIFM nor should such opinions be relied upon as statements of fact. All rights reserved. This publication may not be reproduced, transmitted or stored in any print or electronic format, including but not limited to any online service, any database or any part of the internet, or in any other format in whole or in part in any media whatsoever, without the prior written permission of the publisher. While all due care is taken in writing and producing this magazine, neither BIFM nor RPL accept any liability for the accuracy of the contents or any opinions expressed herein. Printed by Pensord ISSN 1743 8845

BIFM ENQUIRIES

British Institute of Facilities Management Number One Building, The Causeway, Bishop’s Stortford, Hertfordshire CM23 2ER

n April 2004 when I wrote FM World’s first leader column, sustainability was becoming a key issue for the facilities profession and I wrote about the FM’s role as the guardian of an organisation’s environmental credibility. I’d been at my first BIFM Conference (then in Cambridge) and was inspired listening to the likes of futurologist James Woudhuysen talking about why the construction industry was so backward – and how the FM sector could help.

Seven years on, as I write my last leader column for FM World, I can’t help reflecting on what’s changed – and what’s not. Sustainability has come full circle. For a time it was the musthave for every construction and FM project, but many organisations were merely paying lip service to the concept. When the recession hit, it was the organisations that had embedded sustainable practices in their processes and procedures that benefitted. Those that had used it as a PR exercise suddenly went very quiet. Now, people are talking about it all over again.

In all of the 168 issues I’ve edited, we’ve run a legal column keeping readers updated on the latest legislative changes affecting the workplace. And as in 2004, FMs are still moaning about the legislative burden and the sheer amount of red tape involved in running a workplace. And it doesn’t look like easing anytime soon.

What has changed is technology (I hadn’t heard of WiFi when I launched the first issue, but now am a keen Cloud aficionado) together with working practices. In 2004, flexible (or agile or intelligent) working meant leaving work at 4pm on a Friday.

Work took place in a workplace. Now we write about people working wherever and however they like – and productivity (and I’d argue happiness) has been boosted as a result. Although the challenges for FMs have grown as quickly as people have been abandoning buildings.

As you’d expect after seven years, I have plenty of ‘thank-yous’. Firstly to the BIFM for entrusting me with their magazine in the first place, and for their support over that time; to the editorial advisory board (whose names are printed opposite) for being a wise guiding hand to the magazine; to all the people who have contributed articles and ideas to FM World – we have published more than 3,500 articles in our 168 issues; to the facilities managers who have let me nose around their buildings for our case studies (often with video camera in hand); to all the people who have worked on FM World over the past seven years; and finally to our readers for the most important role of all – reading what we write every fortnight.

I am delighted to leave you in the very capable hands of Martin Read (martin.read@ fm-world.co.uk) who, as a former editor of another facilities title has an excellent pedigree to, with the rest of the FM World team, take the magazine forward for the next seven years and beyond. I will still be writing about the facilities management sector (and be a keen FM World reader!) so please do keep in touch at linkedin.com/in/cathyhayward.

I

“SEVEN YEARS ON, AS I WRITE MY LAST LEADER COLUMN FOR FM WORLD, I CAN’T HELP REFLECTING ON WHAT’S CHANGED – AND WHAT’S NOT”

Tel: 0845 0581356 email: admin@bifm.org.uk web: www.bifm.org.uk

www.fm-world.co.uk

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FM NEWS SIGN UP FOR FM WORLD DAILY AT FM-WORLD.CO.UK

Rental documents lack transparency A third of commercial rental documents detailing service charges are signed off by an accountant, a new report has found.

Many documents analysed did not show any evidence of being signed off at all. Some were signed off by a member of the managing agent team, the report Service Charge Operating Report (Scor) for Commercial Offices noted.

Of the 100 certificates detailing actual costs that were analysed, 32 per cent were signed off by a chartered accountant.

Only 7 per cent were signed-off by a chartered surveyor, according to the report from Property Solutions UK and Kingston University, their first report under a Knowledge Transfer Partnership set up last year.

Data from nearly 10 per cent of UK multi-let office buildings was analysed, from which the report estimates the total UK annual commercial service charge bill as £4.06bn.

Service charge costs paid by business averages £5.89 per sq ft. Scor recommends the cost of £7.82 per sq ft should be used as a trigger point by tenants to review their charges.

Scor also measured levels of compliance against the Code of Practice; Service Charges in Commercial Property produced by the Royal Institution of Chartered Surveyors (RICS). Specifically, the report measured the timeliness of when tenants receive service charge budgets and certificates.

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The report analysed 7,728 budgets and certificates for the period 2005 to 2011, and from 1,397 different office buildings.

DREAMSTIME

DAVID ARMINAS newsdesk@fm-world.co.uk

Opaque: Commercial rental documents

It found 62 per cent of documents failed to provide any clear invoice or issue date, thus making measurement of timeliness impossible, the report said.

RICS’ guidance notes that all management fees need to be transparent, but in nearly 55 per cent of documents it was not possible to determine the nature of the fee.

On the plus side, the report noted an improving situation regarding budgets issued to occupiers.

The RICS code requires that budgets be issued to occupiers at least one month prior to the start of the service charge year.

In the documents where dates were present, compliance with the code increased from 11 per cent in 2005 to 44 per cent in 2011.

ISTOCK

PROPERTY

Fruitful endeavour in Berkshire town

More caterers seeking organic food mark DAVID ARMINAS newsdesk@fm-world.co.uk

The number of caterers with the Soil Association’s organic food mark has risen from eight at launch in February 2009, to 48.

Another 30 or more catering organisations are in the process of applying for the Food for Life Catering Mark, an accreditation scheme to recognise best practice among public and private sector caterers.

The rising number of caterers seeking the Food for Life mark comes as the Soil Association reports the sale of organic products decreased throughout the UK by 5.9 per cent.

Sales in 2010 were around £1.73bn, the Organic Market Report 2011 said.

The report for the first time noted catering as a separate category, which accounted for 0.9 per cent of the organic sales market.

The majority of catering organisations seeking the catering mark are in the public sector, with schools and their contract caterers most interested, Michael Bond, Catering Mark relationship manager told FM World.

But the trend is for hospitals to

get more involved, he said.

It can take upwards of 12 weeks to become fully compliant and be awarded the Catering Mark, depending on a caterer’s contract.

It takes time to get suppliers on board, change suppliers, test the market and set up the meals.

However, it may take only several weeks if the catering supply chain is focused on organic or sustainable food, Bond said.

“The rising number of caterers seeking the Food for Life mark comes as the Soil Association reports the sale of organic products decreased throughout the UK by 5.9 per cent” www.fm-world.co.uk

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NEWS

BRIEFS

Newbury Town Council in Berkshire is considering planting orchards in town parks and giving the fruit to residents who can’t afford to buy fruit.

But the council is low on park maintenance staff and may have to recruit volunteers for the work

Hot tub scare

tending the trees and collecting apples.

“There are some issues. We’re just a small council and we’ve got one grounds maintenance officer,” Graham Hunt from Newbury Town Council, said.

“He’s brilliant, but he’s already looking after more than 40 open spaces, a couple of cemeteries, six allotments sites with 500 plots, and 15 children’s playgrounds. We will have to find some volunteers to look after the community growing areas.”

Volunteers for Newbury’s project may be plentiful, said Carina Dunkerley, founder of the London Orchard Project, which has planted more than 23 orchards in the past two years.

“We put out an advert asking the community if they’d like to see more fruit trees in their local parks.

Within four days we had 120 people get in touch,” she said.

Bacteria found in a hot tub at the notorious Playboy mansion in Los Angeles is a possible source of a Legionnaires outbreak in February, officials have said.

More than 100 people who fell ill after a fundraising party at the mansion reported pneumonia and flu-like symptoms.

Health officials then contacted 439 people who had attended the event and found 123 had fallen sick.

Legionellosis, or Pontiac fever, is caused by a bacterium that grows in warm water, possibly contracted from the mansion’s hot tubs or fog machines.

In all, 69 people were sick on the day of the party and three tested positive for H1N1 flu.

All the people who became ill were among more than 700 delegates from 30 countries who were attending the Domainfest Global conference in nearby Santa Monica.

LICENSING

Pay up for using parks as workplace London borough of Hammersmith and Fulham has put paid to personal trainers using the council’s parks as their workplace for free.

The rules also could mean nannies and teachers accompanying children and dog trainers with their fourlegged charges will avoid walking through a park.

It’s no walkies unless they pay the council for the privilege of using the park as part of their workplace.

Michael Hainge, from the Hammersmith and Fulham parks department, told councillors in September that parks suffered from “recurring activities that took place on a commercial basis, such as private football coaching, which needed to be identified and charged”. www.fm-world.co.uk

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PHOTOLIBRARY

DAVID ARMINAS newsdesk@fm-world.co.uk

The end of private tuition in public?

The council said this month that use of the parks is free. “However, as soon as personal trainers start charging and making money out

of the park, they are running a business and would need a licence.”

One London-based personal trainer said he has already been nabbed by park staff, The Daily Mail said.

The trainer, who charges clients around £45 an hour, said a warden asked if he had a licence to be in the park. “I was surprised and didn’t know what she was asking for. I rang the council and they told me it was £350 for 12 months.”

Meanwhile, several Butlins camps in the UK are alerting their customers that the traditional fun ride ‘dodgem’ cars, or bumper cars, are not for bumping. Amid suspected fears of being sued for injuries incurred in a car, management insist that there is a lot of fun to be had when overtaking other cars.

FM World jobs goes online A mobile version of the FM World jobs website has been launched to include automatic device detection.

This identifies the mobile phone you’re using – right down to the make and model – and instantly sends you the right settings.

The new mobile site allows readers to visit the jobs site via iPhone, Blackberry and other mobile phones – automatically directing you to the mobile reader-friendly version of the website.

Users can now search for jobs on the go and, once they have loaded a default CV into their account, they can even apply for jobs via their mobiles.

South Asian procurement Government representatives from Afghanistan, Sri Lanka and Pakistan recently met in Nepal for three days to discuss ways to improve the quality of public procurement. The inaugural South Asia Region Public Procurement Forum was opened by Nepal’s Prime Minister Jhala Nath Khanal who is championing improved procurement processes as the path for reducing corruption and bringing public finances under control.

Tower Bridge boosts lights London’s Tower Bridge is to be lit up with energy-efficient lighting in preparation to show off the 1894 structure during the city’s 2012 Olympics.

Lighting manufacturer GE will work with energy supplier EDF to give Tower Bridge a makeover that includes replacing the 25-year-old lighting system with GE’s LED equipment.

The bridge has traditional static floodlights that can flatten the architecture, a statement by GE said.

“The use of energy efficient LED technology will reduce the energy consumption of the existing lighting system by an estimated average of 40 per cent.”

Tower Bridge has just had a major refurbishment of painting and stone cleaning.

Mayor Boris Johnson helped set up the contract between bridge owners City of London Corporation and GE and EDF in which no taxpayers money will be used.

Global lighting business Citelum has been appointed to design the system and start installation works.

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PROJECT OF THE

FORTNIGHT NEWS BULLETIN

CBI slams tribunal system for failure to businesses The Confederation of British Industry has attacked the UK employment tribunal system for its “failure” to businesses and individuals.

The business group urged for weak claims to be “weeded out”, early settlements encouraged and claims dealt with more efficiently when they reach the tribunal stage.

“It’s always regrettable when the relationship between employer and employee breaks down to the point where a tribunal claim is made,” Katja Hall, CBI chief policy director, said.

“But when this happens, both sides deserve a system that is consistent, quick and keeps legal costs to a minimum. Instead, we are saddled with a tribunal system that is expensive, stressful and time-consuming for all parties. We’d like to see more workplace disputes being resolved before they reach tribunal.”

The CBI pointed out that there has been a 173 per cent rise in claims since 2005, and an ever-increasing claims backlog.

Hall said tribunals have gradually become a barrier to justice. “Even where a successful outcome is likely, firms try to avoid the heavy costs and long delays. A programme of common sense reforms is long overdue. We need to see a transparent, fairer system built around the interests of legitimate claimants and responsible firms.”

Indian FM market to grow by more than a quarter

Mitie opens security centre in N.Ireland Mitie has opened its MiTec security hub in Craigavon, Northern Ireland.

Mitie has invested £2m in the centre, which includes 24-hour remote monitoring of client sites and buildings, lone worker protection and real-time vehicle tracking, all in co-operation with police and emergency services.

MiTec provides real-time response to incidents by way of ‘call outs’ to local police and Mitie’s mobile security personnel. The centre has been designed to stringent BS 5979 Category II standards and is protected by high-tensile steel walls and vibration detectors throughout construction.

Ruby McGregor-Smith, chief executive of Mitie, officially opened the centre that created 38 new jobs. Also attending were more than 60 people from the security industry, Alastair Hamilton, chief executive of InvestNI, Northern Ireland’s economic development agency and Mitie’s clients including Capgemini, Capita and Eurostar.

Bob Forsyth, managing director of Mitie Total Security Management, said Mitie is investing heavily in its security management division. The emphasis is on bringing together monitoring, response, vehicle tracking, employee vetting and other areas to provide a totally integrated offering. “Most importantly, MiTec is a completely future proofed building meaning it can adapt to the fast pace of technological change which is revolutionising security provision.”

Mitie delivers 4,000 security contracts across 10,000 sites in the UK and Europe.

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The Indian facilities management market is expected to grow by more than 25 per cent annually for up to five years.

“With the real estate sector undergoing a revival and emphasis on urban development and modernisation of office spaces growing, facility management is set for rapid growth,” Naushad Panjwani, director of facilities and project management at property consultants Knight Frank India, said.

“We feel the FM industry will grow at 25 per cent over the next three to five years,” he said in an interview with India’s Economic Times newspaper.

Other key drivers of facilities growth include 9 per cent GDP growth as well as growth in businesses such as retail, banking, financial services, telecom, insurance and IT which are absorbing large spaces.

Earlier this month, Compass Group boosted its India services with the acquisition of Vipul Facility Management and also Ultimate Hospitality Services. UHS, bought from Praveen Rao, G. Anitha and Uppala Kantha Rao, is “a strong regional player in the foodservice industry in Hyderabad specialising in the provision of food services to the business and industry sector”, a Compass Group statement said.

Green agenda high on “achievable” scale Almost 80 per cent of respondents to a recent survey believe their organisations’ workplace environmental objectives should be achievable.

But only 64 per cent are confident in their organisation’s ability to achieve those goals successfully, the survey from the British Institute of Facilities Management and consultancy Low Carbon Workplace found. The single biggest challenges to achieving objectives were noted as budget constraints as well as winning and maintaining staff engagement. Both were cited as paramount by 30 per cent of respondents.

Some of the findings from the survey include: - 72 per cent are not aware of their organisation’s total energy use - 14 per cent say their companies should be more ambitious in setting workplace environmental objectives - 27 per cent have full confidence in their organisation’s ability to achieve its environmental objectives (while 64 per cent are fairly confident) - 71 per cent of organisations report that environmental objectives are not included in staff job descriptions - 91 per cent view corporate reputation and 71 per cent cite financial drivers as benefits of pursuing workplace environmental objectives. www.fm-world.co.uk

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YES 63%

FM 100 POLL

WE ASKED 100 FMS…

NO 37%

Do you believe there is an increase in businesses bringing outsourced FM contracts back in-house, or considering doing it at the next contract renewal point?

A majority of facilities managers in the latest FM100 poll believe the sector will see more outsourced contracts migrate in-house.

Around 63 per cent of respondents answered yes to this week’s question.

The issue was highlighted by Balfour Beatty and its defence sector client QinetiQ recently announcing they will part company in October less than two years into a multi-year contract. QinetiQ said it is bringing FM back in-house (see business analysis, page 10).

It’s a tough decision with senior

facilities managers having to weigh carefully the pros and cons of bringing a contract back in-house, especially if they spent thousands of pounds, from tendering to embedding contractor employees, said one respondent.

“While I don’t think there is an increase in companies bringing FM contracts back in-house, I believe there should be,” said the FM. “At its simplest, it is 20 per cent cheaper – no VAT to pay. All you hear in the media is that everything should be outsourced as it is cheaper, but it’s not that simple.

“The model has to suit the client’s needs and this must be assessed prior to deciding whether an in-house or outsourced solution offers the best match. Personally, I am in favour of the in-house route as it offers more flexibility and direct control.”

The ending of the Balfour and QinetiQ deal raises the question of outsourced businesses bidding low to get a deal and then having

DAVID ARMINAS newsdesk@fm-world.co.uk

A union has warned that plans to give social housing tenants responsibility for repairs to their homes could expose them to asbestos and other risks.

Housing minister Grant Shapps said maintenance and repairs cost social landlords £4bn a year, but often the work was something tenants could do themselves.

Shapps was talking in terms of “routine” maintenance like leaky taps or replacing locks but responsibility for “big items” would remain with the landlord.

A tenant could ask their landlord for the chance to carry out DIY themselves, or pay someone locally to do the work. But no tenant would be obliged to take on more responsibility than they wanted to.

But there are health risks for tenants, said construction union UCATT. “Of course tenants want to take pride in and improve their homes, but this needs to be www.fm-world.co.uk

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conducted in a safe environment,” UCATT acting general secretary George Guy said.

“Currently, many tenants do not know whether their homes contain asbestos and until these dangers are resolved it would be entirely inappropriate to force them to conduct their own repairs.”

UCATT also said it was “highly concerned” about a parallel “community cashback” scheme to encourage local builders to undertake work done by highly skilled, directly employed social housing maintenance workers.

It could be a recipe for cowboy practices, the union said.

“Local builders often do not have the same skills and abilities as dedicated social housing

ALAMY

Union: tenant repairs dangerous

maintenance workers,” Guy said.

The DIY scheme will be tested by two housing associations – Home Group and Hastoe Housing Association. The government plans to change the regulations to spread the scheme across England later this year, UCATT said.

“Tenants do not know whether their homes contain asbestos...it would be entirely inappropriate to force them to conduct their own repairs”

to renegotiate, said another FM. Similarly, does the client understand the costs of delivering a service to recognise an unrealistic bid.

“I suspect QinetiQ may have overreacted rather than set an industry trend,” said another FM. “The trouble with outsourcing is that you introduce more layers of management – up to six or seven different providers in the supply chain.

Kent NHS PFI deal proves too costly Total running costs of a £234m private finance initiative hospital in Pembury, near Tunbridge Wells in Kent, will be over £640m.

Little has been paid out so far, as is normal under a PFI contract, in this case a 32-year deal for the 513-bed hospital due to open in September.

But the trust said it would be paying around £20m a year plus inflation measured by the retail prices index for what will be the first NHS hospital with all single en-suite rooms.

Health campaigner John Ashelford, governor of the Kent Local Involvement Network, and former chief executive of a local hospice, said PFI contracts would be a “millstone around the neck of the NHS for many years”.

“The reality is that we have paid very little to date for these contracts but the liability is massive and will last for the next 25 to 35 years, by which time we will have paid several times over and still not own the asset.”

The Green Party called PFI a relief scheme for private contractors and equivalent to buying your house on a credit card.

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ANALYSIS

Balfour contract loss – thin end of the wedge?

GRAEME DAVIES newsdesk@fm-world.co.uk

A recent contract loss suffered

by Balfour Beatty’s Workplace FM division has illustrated that the flow of business in the FM sector is not quite the one way track some people believe it to be. As one of the support service sector’s largest and most diversified players, sector watchers have become used to a steady stream of contract win news coming from the Balfour media office, so the decision by defence specialist Qinetiq to rescind its contract with Balfour just two years into a seven year deal came as a surprise.

And what is even more surprising is the fact that Qinetiq is not switching to another outsourced FM provider, but taking the services it had previously outsourced for efficiency’s sake back in-house, bucking a trend across industry to outsource to save money.

This throws up questions over the whole concept of outsourcing as a cost saving strategy, if Qinetiq genuinely believes that by taking 350 staff back on to its own payroll and performing the task in house it can save money then it suggests there was something wrong with Balfour’s pricing and the value for money on offer.

Admittedly, for a company the size of Balfour Beatty, which turned over £10.5bn worldwide last year, the loss of a £15m per annum contract is relatively small beer but the move is 10 | 5 MAY 2011 | FM WORLD

FM Business.indd 10

puzzling nonetheless.

What is not obvious is whether this is an isolated occurrence. It probably is, but the uncertainty introduces an element of doubt into a sector that was generally thought to be on a one-way ticket, as both the public and private sector look to cut costs as we delve headlong into an age of austerity.

Meanwhile, Balfour has continued to tweak its business mix. After the recent acquisition of energy consultancy Power Efficiency it has disposed of its UK trackwork rail manufacturing business to a subsidiary of Caterpillar. This continues a recent trend by the company to move towards offering more services

and consultancy and move away from capital intensive, and often low-margin, business.

Balfour admitted that the £55m revenue business is no longer core, with changes to how it does business in rail over recent years having reduced the competitive advantage of actually owning its own manufacturing capability.

But it remains committed to being a rail infrastructure contractor, hinting that it can enjoy better margins simply by buying in product when it needs it, rather than owning the means of manufacture itself.

Elsewhere, another of the support service sector’s dominant players, Capita Group, has improved its prospects of gaining from the proposed changes in NHS procurement by acquiring the government and healthcare units of public sector consultancy Tribal.

Tribal works with schools, colleges, councils, government departments and the NHS to improve how they manage their resources and procure services. The company won the Management Consultancy

Association’s Change Management Consultant of the Year award in 2009. It is involved with the States of Guernsey to implement a spending review to save over £70m.

Despite the current uncertainty over the government’s plans for the NHS, with proposals on pause for two months for a consultation, Capita is clearly expecting some significant changes to how the health service will operate in the future. And for Capita the £15.9m potential total acquisition cost is low and arguably a risk worth taking.

Companies such as Capita cannot afford to hang around as governments potentially bow to public pressure. They have to plan long term and clearly there is a strong conviction within Capita that significant health service changes are still coming, and it is positioning itself accordingly. The government division of Tribal’s business will also bolster Capita’s position in social housing services.

Graeme Davies writes for Investors Chronicle

Contract wins

NEW BUSINESS Mace Macro has won a five-year integrated facilities management contract with natural gas producer BG Group. The deal encompasses the group’s Thames Valley Park site in Reading and Eagle House in London. Mace Macro signed a minimum three-year agreement to also continue its work with news and multimedia company ITN. Macro has worked with ITN since April 2008 at the company’s Gray’s Inn Road headquarters in London that has a number of live broadcasting studios on site.

G4S FM has won a six-year contract, with the option of a three-year extension, at Liverpool Women’s NHS Foundation Trust valued at around £2m a year. G4S will provide catering for patients, staff and visitors, together with cleaning, ward hostess and portering services at the 200-bed hospital operated by the trust. Around 120 G4S personnel will work on the contract.

Sodexo has won a £2.5m five-year catering and hospitalities deal with New College in Swindon, Wiltshire.

Sodexo will provide meals for around

7,000 students and staff annually.

Sodexo Education has its head office in Swindon.

Compass Group UK & Ireland has won a 10-year catering contract at Edinburgh Zoo, worth around £2.6m in annual revenue. Also, Compass Group’s sport, leisure and hospitality business will cater for the BMW Professional Golfers’ Association Championships under a £2m contract. Compass has catered on yearly contracts for the Wentworthbased championships for the past five years. This is the first time that Compass has won a four-year deal.

Atkins has secured a two-year extension to its contract with the Metropolitan Police for the provision of the Met Property Information Centre.

The centre for asset management was launched in 2007 in partnership with Met Property Services and other FM suppliers to the police. www.fm-world.co.uk

27/4/11 16:50:05

BUSINESS BRIEFS

Olympic catering laurels awarded London Olympic organisers have finalised the major catering contracts for next year’s games, with Aramark, Compass and BaxterStorey among the winners.

Aramark, a “veteran catering provider”, is earmarked to feed athletes in the Olympic Village in London and service the sailing venue in Weymouth, the London Organising Committee of the Olympic Games and Paralympic Games (Locog) said.

Compass will be working at a number of stadia and event venues, including ExCeL, Earls Court, the Millennium Stadium, Wembley Arena and the City of Coventry Stadium.

The UK’s largest independent caterer BaxterStorey has been chosen to provide the foodservice at the main Olympic media centre.

Catering at the Olympic Park in Stratford, east London, is divided into north and south. Amadeus, a division of the NEC Group, will provide services in the northern part of the park.

Sodexo is to work in the south,

plus at other venues including Hampden Park, St James’s Park Royal Artillery Barracks and Lords. Sodexo’s corporate hospitality package arm Prestige Ticketing will be responsible for looking after visitors to the Olympic Hospitality Centre.

Locog said it expects upwards of 14m meals to be served during the 2012 London Olympic Games’19 days of competition, which takes place across 34 venues, as well as during the 11 days of competition across 21 venues for the Paralympic Games.

“Our tier-one catering partners will work with a number of smaller caterers to help deliver key parts of their catering offer, and work with a multitude of large, medium and small food producers to showcase the best of British food,” Locog chief executive Paul Deighton said.

Sodexo strong despite lost PPP Sodexo Group has reported revenues up 10.4 per cent for the half of fiscal year 2011, including nearly 5 per cent organic growth.

Operating profit also rose, up 14.6 per cent, being 8.5 per cent excluding currency impacts, a trading statement from Sodexo said.

Operating margin was up slightly, from 5.7 per cent to 5.9 per cent.

Group net income was up 11 per cent.

Sodexo reported an upwardly revised organic growth target for fiscal 2011 to around 4.5 per cent instead of between 3 per cent and 4 per cent, the statement issued from its head office in Issy-lesMoulineaux, near Paris said.

Operating profit for the full year www.fm-world.co.uk

FM Business.indd 11

remains on target for 10 per cent.

Operating profit was at £429m.

Excluding currency effects, revenues rose by 8.5 per cent, a result of productivity gains, Sodexo said. Consolidated revenues for the first-half Fiscal 2011 were just under £7.3bn.

“Sodexo remains confident in its medium-term outlook of average annual revenue growth of 7 per cent and achieving an operating margin of 6 per cent,” the statement said.

In the UK and Ireland division, revenues reached £533m, with organic growth of 1 per cent.

Operating profit amounted to £18.65m, down £2.66m from the first half of the prior year.

Despite substantial site

productivity gains, particularly in Health Care and Justice, two factors weighed on performance.

One was the cancellation of the Ministry of Defence’s proposed “Defence Training Review” PublicPrivate Partnership. The other was expenses incurred for preparation of major contracts for sporting events, such as the Rugby World Cup and the Olympic Games, that should contribute to Fiscal 2012 performance.

Sodexo first half fiscal results (millions of euros) 2011 2010 2009 Group revenue 8,260 7,500 7,633 Operating profit 488 426 421 Operating margin 5.9% 5.7% 5.5% Group net income 252 227 219 Source: Sodexo trading statements

Leisure centres in trust Runnymede Borough Council has handed over the running of two leisure centres to a charitable trust formed out of the facilities management team and other staff.

Achieve Lifestyle, with the centres’ former facilities manager Hazel Aitken as chief executive, took over Egham and Addlestone centres on April 1. The not-forprofit charity took on the 35 permanent staff and around 100 part-time workers including coaches, session teachers and trainers. The contract is for 15 years and the trust receives a small management fee from the borough council.

Fluor and Turner venture Fluor Corporation and Turner Facilities Management of Scotland have formed a joint venture to support British troops in Afghanistan. The new business also will execute contracts upon which the two companies already work closely. The business known as Fluor Turner will provide project management, property services and facility operations and maintenance expertise.

Turner contracts with the MOD include design and project management services in Afghanistan, regional prime contracts in Scotland, provision of power to Royal Air Force Flyingdales and infrastructure support for six RAF stations in the UK. Fluor, based in Texas, has more than 18,000 personnel at 65 US bases in Afghanistan. It had revenues of $20.8bn in 2010.

UGL has keys to Kingdom Australian facilities services provider UGL has signed a joint venture with a Saudi properties company to target the Kingdom’s public service FM contracts.

The JV, which starts in June, is with engineering firm National TriGeneration CHP. FM WORLD | 5 MAY 2011 | 11

27/4/11 16:50:10

FM EVENT THE FACILITIES SHOW

EVENT

SHOWCASING THE BEST OF FM The Facilities Show 2011: innovative solutions and insightful speakers for facilities managers

In order for facilities managers to maintain the best possible level of service to their clients, it is essential that they have access to the most appropriate, cost effective and energy efficient products and services on the market. This is particularly important when you consider the vast array of services and products which FM practitioners manage.

In an effort to remain abreast of this ever-changing and developing industry, FM professionals from across the country will descend on the Birmingham NEC from 17-19 May for the Facilities Show 2011.

As the UK’s leading annual facilities management event, The Facilities Show, organised in association with the British Institute of Facilities Management (BIFM) is a pivotal date in the FM professional’s calendar. This year’s event offers a multitude of exciting and innovative 12 | 5 MAY 2011 | FM WORLD

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features including a comprehensive seminar programme, a broad and diverse collection of exhibitors and plenty of networking opportunities.

This year’s seminar programme is full of leading industry experts who will be imparting free and diverse educational presentations in the busy Facilities Show Seminar Theatre, sponsored by Moneypenny. Key features at this years’ event include: the Energy Management Zone; the Prop IT trail; Green FM trail and the Approved Operator Parking Zone.

In 2010, 35 per cent of visitors to

The Facilities Show were responsible for the energy management of their building. Showcasing exhibitors offering specific energy management products, services and advice, The Energy Management Zone offers guidance, education and support in this growing area.

As FM professionals are increasingly looking towards new innovations to make their organisation more efficient, sustainable and productive, the Prop IT Trail provides an area dedicated to cutting edge products and suppliers of new technologies. Exhibitors within the Prop IT trail include FSI, Tabs FM and Tempus MTAS. The Green FM Trail highlights those exhibitors offering advice, products and services in response to the every growing green challenge, helping visitors reduce their environmental impact and creating more efficient, sustainable workplaces. Exhibitors on the Green FM Trail include Anabasn, Balcas Brites, Cleardrains, Environmental Waste Management, Greenability, Integrated FM, Mil-tek GB, Overton Recycling and Signature Aromas.

A highlight of The Facilities Show 2010, the Approved Operator Parking Zone, hosted by the British Parking Authority (BPA) and its Approved Operator Scheme (AOS) returns for a second year. Operators involved in all aspects of car park management business will once again exhibit under the banner of the BPA and AOS. Leading organisations including PHS Compliance, SitexOrbis, Bauder, Bosch Thermotechnology, FSI, LTT Vending and Refreshment Systems are just some of the more than 200 companies exhibiting at

“The event offers a multitude of exciting and innovative features including a seminar programme, a diverse collection of exhibitors and networking opportunities”

The Facilities Show 2011.

Adrian Newton, portfolio director for safety and building management at UBM Live, organisers of the show in 2011, says: “Having attracted 16,388 visitors last year, The Facilities Show is the UK’s biggest and fastest growing FM event.

“We pride ourselves on supplying free educational content to the FM industry and are dedicated to providing FM professionals the opportunity to network with leading experts, share industry knowledge and explore innovative FM products and solutions.”

The Facilities Show 2011 is co-located with IFSEC, the world’s largest annual security event; Safety & Health Expo, Europe’s largest annual health and safety event; and International Firex, one of the largest dedicated fire safety events in the world. All are free to attend for pre-registered visitors.

For further information on The Facilities Show 2011, or to register for your free pass, please visit www.thefacilitiesshow.com.

Follow us on twitter @facilities_ show for the latest information and join the conversation with #Facilitiesshow. FM SPEAKERS Julie Kortens, head of corporate services, (BIFM’s FM of the Year), Channel 4 Steve Gladwin, chief executive officer, Hochtief FM BIFM panel discussion hosted

by Ian Broadbent, chair of BIFM, Ismena Clout, deputy chair and Stuart Harris, deputy chair Seth Love-Jones, partner, Tuffin Ferraby Taylor John Llewellyn, divisional director, Bauder Helen Hensel, senior surveyor, sustainability, Drivers Jonas Deloitte.

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Call Adam Potter on 020 7880 8543 or email adam.potter@fm-world.co.uk For full media information take a look at www.fm-world.co.uk/mediapack

Fac Show News PHS Compliance reveals appointment of new expert at the Facilities Show

Saville Audio Visual HALL 1 - STAND No F30

Workplace safety expert, PHS Compliance will be highlighting the path ‘from risk to compliance’ at the Facilities Show and revealing the appointment of a major industry expert to help raise awareness of the requirements for electrical, gas, water and fire safety. The launch will be held on 17 May, in hall one, at 11am on stand G20, with a champagne reception to introduce the new expert joining the team.

Saville is the UK’s most experienced professional AV integrator and leading provider of videoconferencing solutions with full national coverage. With over forty years of industry leadership, the company specialises in the design and installation of fully-integrated AV/ IT systems, including bespoke, hand-built furniture, digital signage networks and AV control technology.

Saville also provides a complete nationwide AV maintenance and repair service, including tailored service contracts and on-site staffing solutions, customised to suit your specific AV needs.

Expert on-site support ensures your audio visual assets remain fully optimised and first line maintenance enables problems to be quickly identified and resolved.

Tel: 0800 606 1100 E-mail: head.office@ saville-av.com Web: www.saville-av.com

Following the launch event, managing director of PHS Compliance, Paul Caddick, will be speaking on ‘from risk to compliance’ in the Seminar Theatre from 3.40 to 4.10pm.

PHS Compliance welcomes visitors to stand G20. www.phscompliance.co.uk Tele: 01942 290 888

Tabs FM Limited (Stand G30) Tabs FM Limited (Stand G30) is one of the most established suppliers of Facilities, Estates and Maintenance software systems in the UK. Tabs FM product is used widely as both an “in house” solution and by service providers maintaining multiple clients.

Utilising great flexibility in deployment, Tabs Systems offer depth, scalability and tremendous functionality to support a wide variety of business users from small start up service providers to multinational organisations.

Alongside the maintenance modules, Tabs provides a full Resource Booking/Management suite to address space booking together with equipment, catering and ancillary services.

Client service portals and advanced Hand Held device software are also valuable facets of Tabs portfolio, the latter representing a most advanced facility for mobile and field based staff. www.tabsfm.com

Qube Global Software will be showcasing Planet Facilities Management Software on Stand I40.

Visit our stand and enter into our prize draw to win a free nights stay for 2 people at the luxury 5* Celtic Manor Resort with dinner and breakfast and complimentary use of the Forum Health Club’s facilities.

Qube Global Software is investing in top of the art touch screens that will host the latest release, 10, of Planet FM and will give you the interaction you will rarely encounter at exhibitions. We want you to see first hand that our CAFM software works like you do, by delivering facilities management software at your fingertips.

Stand I40 http://www.qubeglobal.co.uk/solutions/ facilities-management/ planet@qubeglobal.com

Service Works – CAFM Software – Delivering Rapid Return on Investment QFM Software from Service Works is a web and mobile enabled CAFM application, comprising an integrated range of modular management tools that optimise the operational efficiency of asset, building and service activities. Many of the world’s leading corporate, government and service provider organisations have standardised their operations using QFM, because it is intuitive, quick to deploy, generates measurable cost and sustainability savings, secures rapid return on investment and creates competitive advantage. Visit us on stand I50 for a demonstration of how QFM can be leveraged to streamline facilities and estate operations and achieve ongoing cost savings of over 15%.

T: 0208 877 4080 W: www.swg.com E: info@swg.com

SITEXORBIS – As seen on ITV’s Grimefighters SitexOrbis, the experts in vacant property management, will be on stand F31 showcasing their range of security and technology solutions to keep your empty property secure. From the portable intruder alarm with visual verification to full steel doors and windows, polymer screens and the BIFM award-winner eMAKS lock, a remotely programmable intelligent key, SitexOrbis has everything organisations need to keep squatters, intruders, arsonists, graffiti artists and fly-tippers at bay, all backed up Aura, a real-time web-based workflow management and reporting system.

Stand: F31 Website: www.sitexorbis.com Telephone: 08000 830 850

FM WORLD | 5 MAY 2011 | 13

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27/4/11 10:49:12

FM EVENT MILAN SALONE

EVENT

FUTURE FURNITURE Mark Simpson reports from Milan’s major furniture show, Salone Internazionale del Mobile, where he finds designers playing it safe

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The Salone Internazionale del Mobile, which celebrates its 50th year in 2011, has become the biggest event of its kind. What started as a humble collaboration between a few like-minded Italian manufacturers and attracted around 12,000 visitors in 1961, is now a truly international event.

The Salone draws around 300,000 visitors to Milan taking over the whole city for a chaotic, inspiring week, swelling its population by 20 per cent.

The world’s top manufacturers jostle for attention and display their latest designs for an eager audience of designers, agents and press. The centre of attention is the fair itself within the Rho Fiera, a vast complex of exhibition halls opened in 2006 and designed by the Italian architect Massimiliano Fuksas. There are around 1,400 exhibitors in 1.5 million square feet of exhibition space. Salone Ufficio, which was held this year after a gap of three years, focuses on design for the office market and occupies two huge halls. The theme this year was ‘the office as creative hub’.

Attendees can experience what new thinking is on display and

whether manufacturers are offering designers and occupiers innovative responses to the changing work environment and new technology.

The office furniture market is more competitive than ever with shrinking profit margins. Product innovation and design should be how manufacturers set themselves apart from the pack. So who is ahead of the curve and who is playing catch-up?

This year, the exhibitors seemed to be less international than in previous years. This may be due to the large firms cutting back on costs and perhaps having less new product to bring to the market.

Several displayed updated or refreshed existing product.

Ergonomically designed products are becoming increasingly important in an agile workplace.

Today, we work in a variety of settings and desking systems have become simpler in design to the point where they are little more than benches.

Humanscale is a US firm that HKS has used extensively of late.

It manufactures a range of ergonomic seating and lighting products for the office market.

Humanscale’s Freedom chair is recognised as one of the most ergonomic on the market. Another model, Liberty, has been specified

by HKS on a number of recent projects. This year in Milan, the company showcased the World chair designed by Neils Diffrient.

This chair is already the winner of a Red Dot design award and has been designed as a simple, low-cost work chair, which is fully responsive and, as such, has no recline knobs or levers. It automatically customises recline resistance and lumbar

www.fm-world.co.uk

27/4/11 14:09:57

MILAN SALONE

support for every user.

Sustainable design is something occupiers are increasingly concerned about. They demand greener buildings with sustainable products and furniture inside them. More and more progressive manufacturers are bringing increasingly innovative products to market.

Humanscale launched its Horizon task light at Milan. The fitting uses new ‘thin wave’ LED technology with a lamp life of up to 60,000 hours. Made of predominantly recycled aluminium, it uses only 11 watts of power and is 95 per cent recyclable.

Bisley is perhaps the best-known British manufacturer of storage systems. Like many, it has noticed the trend towards reduced bulk storage available in the office and the gradual disappearance of the desk pedestal. The company has developed new products to reflect the changing office landscape including the Bits mobile storage system, personal storage lockers and Glide, a new storage unit launched at Milan.

This unit has a minimalist aesthetic and utilises a spacewww.fm-world.co.uk

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IMAGES: PA

The Salone showcases the world leaders in furniture design

saving sliding door mechanism which can incorporate an acoustic panel finish as well as timber or composite door and top options, offering a welcome move away from bland metal finishes.

Boss is a British firm with a range of products spanning soft seating and conference furniture.

Its recently launched Starr chair is designed for conference, training and dining spaces. Lightweight and stackable, it is nevertheless robust.

It is produced from almost 70 per cent recycled content and is also

100 per cent recyclable.

Some visitors came away with the impression that although there was a lot to see, a lot of it they had seen before. Innovation perhaps is something that will take time to filter through once the market recovers. Occupiers are still in general very nervous about investment and manufacturers in turn are playing it safe for now. FM Mark Simpson is director of interior design in the London office of international architecture firm HKS.

FM WORLD | 5 MAY 2011 | 15

27/4/11 14:10:10

FM OPINION THE DIARY COLUMN DAVID WALKER

David Walker is facilities project manager at Northumbrian Water

“MY FIRST THOUGHT WAS THAT THEY WERE NOT EXPOSED TO THE NOISE FOR LONG PERIODS OF TIME” LOU D AN D PRO UD

and dryers are fast replacing paper H towels in the workplace but for some it’s considered more of a noise nuisance than an environmentally friendly drying method.

What happens when you receive complaints?

This week started for me with a surprise visit from one of our internal health and safety advisors – they had received a complaint about the newly refurbished toilets.

Now, hands up how many of you out there have hand dryers installed in your toilets?

You know the type: Airblades, Dyson, Xlerators there are many more I can mention.

To reduce costs we removed towels and installed hand dryers in all our toilets some time ago.

It also helps keep the facilities a bit tidier as we don’t have towels overflowing from the bins etc.

The complaint was that the dryers were exceeding legal noise levels. I did find this somewhat confusing as my first thoughts were that they would not be sold in the first place if there were any problems.

Tests were carried out on the dryers and the results came back: 87.2 dba 89.8 dba and 97.1 dba.

So what are the legal limits?

Well, the noise at work regulations require you to take specific action at certain action values. These relate to: ● The levels of exposure to noise of your employees averaged over a working day or week, and ● The maximum noise to which an employee is exposed in a working day ● The lower exposure action value is a daily or weekly average noise exposure level of 80 dB and the upper exposure level is set at 85 dB. So as you can see, to the letter of the law we are exceeding the levels.

My first thought was that they were not exposed to the noise for long periods of time and that the noise could only be classed as nuisance noise to those who could hear it. I also suspected the problem was made worse by the

noise bouncing off the tiled walls.

I also suspected staff were using mobile phones in the toilets and could not hear (mobiles are not allowed in certain parts of the office).

I contacted the supplier who changed the nozzle size for me as this has an effect although to be honest, it did not change things a lot. So what have we done? Well, the recommendation from health and safety was to absorb the noise somehow by placing notice boards on the walls or to place a cork board behind the dryer itself.

However, to be honest I have not done anything yet – I have taken the view that the toilets were new and staff were just not used to the new facility. It appears to have calmed down now as I have not had any other complaints, so fingers crossed. FM

BEST OF THE WEB The latest views, comments and reaction across the web

1⁄

BIFM LinkedIn discussion: Why do FMs seem so reluctant to provide tender feedback to unsuccessful bidders?

Providing feedback means that losing tenderers can get some value from their efforts and is surely good practice?

Wayne Gruba: Is it something to do with the fact that a high proportion of tenders are “fixed”?

I wonder if anyone where 16 | 5 MAY 2011 | FM WORLD

Opinion.indd 14

would like to describe the notion of “fixed”?

2⁄

BIFM LinkedIn discussion: Does the FM world need to embrace the “The Cloud” to aid delivery and efficiencies of FM Hard and soft services? Or in fact do people in facilities management fully understand what these benefits are?

David Spence: Eventually FM will have no choice but

to embrace the cloud as more and more IT directors will be moving their apps to the cloud, and if they can’t then they’ll get new apps and systems in place that will be in the cloud.

The next generation of IT managers will not want to deal with legacy software.

Richard Jowsey: The cloud and IP. At last FM without a helpdesk, that is real progress!

Richard Jowsey: That has to be the ultimate position.

We all hear so much about customer service and customer experience but then we have a help desk to manage defects!

Call me old fashioned but this old and antiquated approach can be managed out by the use of IP and the cloud. By grouping assets, giving them an IP address, potential defects can be identified before the customer experiences a problem. (knowledge management).

3⁄

thefmguru Martin Pickard: Great blog from Ben @ sustainpath on 14001 vivianpartnership.co.uk/ certification-… Certification has to mean something.

4⁄

Guardian sustainable business blog comment: VictorScott: I look forward to sustainability being an element within the cultural olympiad. www.fm-world.co.uk

27/4/11 13:00:47

You can follow us at twitter.com/FM_World facebook/fmworldmagazine

BEST OF THE

FMWORLD BLOGS 1⁄

Decisions, decisions

John Bowen/chair of BIFM’s Procurement Sig We often choose something; sometimes because we want to, and other times because we have to, but how do we choose? There has to be some form of measurement that helps us to compare. It may be as subjective as colour or style or more objective as in, say, performance or size. These choices may be personal or business, but we all make them every day. Those who try to influence us in these choices will strive to pander to those choice triggers. The world of advertising had a field day in the post WW2 eras as the production capacity switched from military needs to consumer goods and fed an increasingly affluent society.

2⁄

Be the ultimate plant manager, virtually

David Arminas/news editor at FM World Think you’re a good facilities manager? Well, you can now prove it on the internet by logging onto a new game, called Plantville, from Siemens. It’s hot off the virtual presses, having been launched in mid March. You may not be running a plant in your day job, but the principles of managing a building, its operation and also setting it up to get the best from the workforce surely are the same for any workplace, right? I admit I was impressed with what I saw on the internet. At least you get to make mistakes virtually and not on site, which could be a lot less costly than in real life.

FIVE MINUTES WITH NAME: Gill Parker JOB TITLE: Managing director COMPANY: BDGworkfutures

Great design is wonderful but to understand what it means to a business is crucial.

The work environment is very much part of the brand of any organisation.

I started out as an administrator for a furniture company, rising up the career ladder to marketing manager at Herman Miller. I have been with BDGworkfutures for 15 years.

What do I love about my job? It has to be the huge variety. My life is spent working with hundreds of different companies. For a period of time you become immersed in that company, there’s never time to get bored.

We work across all types of industries with companies of all sizes. A third of our clients are government bodies.

In the last 15 years the strongest trends in the workplace tend to be focused around flexible working. Recessionary times have forced organisations to think about reducing space.

Transforming an office is about employee engagement throughout the whole process.

3⁄

Moving from public to private sector

Coleen Cloherty/regional director at Hays Facilities Management The Chartered Institute of Personnel and Development (CIPD) predicts that 725,000 public sector jobs will be cut by 2016. With councils having to make reductions of up to 40 per cent it is easy to see why so many workers, including facilities management professionals, might be nervous about the future. The government said that job creation in the private sector will help offset redundancies in the public – but it still remains that competition for jobs is rife. For some positions, we have seen as many as 60 applications for one facilities management post.

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Opinion.indd 15

Employees are always frightened about change, for us it’s about bringing those people on the journey in creating their workspace.

The challenges of this job can be combining the wow factor with functionality.

There are no excuses for having a bland office but spaces that try too hard can be annoying.

My biggest bugbear are those huge plasma screens in reception spaces. You should always think about the content and make sure they work!

FM WORLD | 5 MAY 2011 | 17

27/4/11 13:01:14

FM FEATURE CASE STUDY ANNE LENNOX MARTIN

Every four years, FMs at the home of the Scottish Parliament, Holyrood, face a unique personnel challenge, finds Anne Lennox Martin

FACILITATING DEMOCRACY 18 | 5 MAY 2011 | FM WORLD

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magine 129 of your most senior staff being dismissed and having to re-apply for their own jobs.

Then imagine them, together with their administrative support and researchers, being banned from the building while this process takes place. This with no clear idea of who will return, who will have the power to make decisions on where they will be accommodated, and all the associated sensitivities around the impact this will have on those affected.

Since devolution via the Scotland Act in 1998, 129 members of the Scottish Parliament stand for election every four years. The first session of the new Parliament was held in May 1999 and was originally housed in temporary accommodation until the completion of the new building in 2004.

Love it or hate it, everyone in Scotland seems to have a strong opinion on both the building, Holyrood, and the elected legislature itself. 2007 saw the

I

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SCOTTISH PARLIAMENT

The iconic Holyrood building was designed by Catalan architect Enric Miralles

PERSONNEL PROFILE

THE SCOTTISH PARLIAMENT FM TEAM eading the operational teams are Brian Mitchell, head of service delivery; Shirley McMillan as the senior building manager running the technical hard services, and Ricky Morrison the customer relationships manager. It is Ricky who heads up the FM contribution to the democratic process as the representative on the election project board. He also leads

L

first dissolution, election and new Scottish Parliament wholly conducted from the new premises and the FM team have used the experience of that time and the 2003 election to refine and re-model the opportunities and challenges thrown up by the political process.

FM World visited Holyrood just as dissolution began in late March, and despite all parliamentary business having ceased, found it a hive of activity with diverse teams collaborating together to make best use of this period.

Head of facilities management, Jerry Headley, says: “Our emphasis is on being as good as we can be in professional terms, while being mindful of the political sensitivities.”

The political sensitivities centre on the issue of who will be accommodated where within the available accommodation.

The 129 MSPs are housed in their own block within the Scottish Parliament building, which is www.fm-world.co.uk

18-21_Scotland.indd 19

deserted for the five- or six-week period of dissolution. This also relates to the accommodation in separate blocks for the presiding officers and the Scottish ministers who are the equivalent of the UK cabinet.

Currently, the Scottish National Party occupies the top floor which was previously occupied by Labour prior to the 2004 election.

Whoever heads up the majority government after the election has the choice of staying where they are or relocating to another part of the building. Offices are allocated primarily by the floor with smaller parties and independents being fitted around the major parties.

This means that the FM team can plan only up to a certain point, based on possible and probable scenarios. The fact remains that the election could throw up a result which would entail moving a large percentage of the returning MSPs, or could virtually replicate the existing space plan with only new MSPs having to be factored into

an election project team which collectively ensures that every MSP is supported through this period whether they are standing for re-election or not.

The end product is a refreshed and compliant environment for the incoming Members, some of whom will be new to their office and some who will be familiar with what happens.

the existing arrangement. The only certainties are where MSPs have decided not to stand again, thus leaving an office vacant.

For those who have made the decision not to stand for re-election, the FM team will support them in packing up not only their Parliament accommodation but also their local constituency office if they have one. Private papers and belongings are returned to the individual, and furniture and IT equipment are returned to the Scottish Parliament’s central store.

The logistics around this task are complex as MSPs are scattered throughout Scotland with a few even having their main residence in England. Being the first public sector organisation to gain the coveted Cemars certification, (Cemars certified organisations have undergone a third-party verification to verify that they have measured and reduced their greenhouse gas emissions), tough targets have been set for

Offices at Holyrood are allocated by floor and party affiliation

FM WORLD | 5 MAY 2011 | 19

27/4/11 12:58:22

FM FEATURE CASE STUDY ANNE LENNOX MARTIN

sustainability and reducing the carbon footprint. Maximising the efficiency of the logistics sets a real challenge for the team but at least it can be planned in advance as far as possible. The actual moves take place immediately after the election so that members who have unfortunately lost their seats, and their belongings, can be also be accommodated in the various van journeys planned.

Before dissolution In the period approaching the dissolution of the Scottish Parliament, members are given formal guidance on what is required of them by the various support departments. For the FM team this focuses on packing up and clearing the MSPs’, presiding officers’ and ministerial accommodation so that essential maintenance and refurbishment can be carried out.

For all those standing for re-election, there is a requirement to pack up everything in their office areas except the standard kit issued at the start of each new parliament. This will comprise desks, chairs, IT kit, TV, small table and so on. Any additional items that have been allocated during the four-year term will be removed by the FM team to a central point for re-distribution based on new requirements after the election.

The MSPs are responsible for their own packing. 100 crates are ordered in for the helpdesk to distribute during February, if requested. The bulk of those required come in at the beginning of March to coincide with the guidance documents being sent out. Richard Miller, the CRM coordinator, spends much of his time during this period walking through the floors of the MSP accommodation, cajoling and persuading, answering queries and generally being supportive to ensure everyone meets the deadline of Sunday 27 March by which time all members’ security 20 | 5 MAY 2011 | FM WORLD

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129 MSPs face re-election to the Scottish Parliament every four years

“IT IS NOT UNHEARD OF FOR THE COURIER TO BE DIRECTED TO THE HENHOUSE OR BARN TO DELIVER MAIL”

badges are de-activated and they are effectively banned from the building.

It is a peak time for waste collection activities, particularly confidential waste. Teams of porters and cleaners support the constant stream of helpdesk requests. The number of confidential sacks per month is normally around 47 but rises to 319 at this time. Waste of all types more than doubles and a lot of work is done to ensure the majority is recycled appropriately.

For the mail room team, led by Brian Kinnear, it is time to validate the addresses they have been given to check that the MSP will actually be at that address on May 6. Once the results of the election are known, all the returned MSPs receive a welcome pack from the Scottish parliamentary corporate body, outlining what happens next and how they can access all the support available to them. www.fm-world.co.uk

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SCOTTISH PARLIAMENT

An on-site cafeteria in the Holyrood complex (below)

the floor boxes to enable the electricians to work at speed and complete the programme – over–running is not an option.

Any required refurbishment is undertaken and all of the offices and associated meeting rooms and support space receive the kind of deep clean for every drawer and cupboard which is simply not possible when parliamentary business is in full swing.

After the election Sent by courier, these important documents have to be delivered to some of the remotest parts of Scotland as well as the majority to the central belt. It is not unheard of for the courier to be directed to the hen-house or the barn as the place for delivering mail.

During dissolution Several of the FM functions find that activity/demand reduces significantly while others are under considerably more pressure than usual.

For the catering service, led by Lisanne Robertson, hospitality requirements die off and demand in the restaurants reduces.

Sustainability targets are a priority so choices are restricted in order to reduce food waste, which is already sent for composting. Opening hours are reduced and the period is used to encourage staff holidays and to carry out equipment maintenance www.fm-world.co.uk

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such as the refurbishment of the dishwasher which is currently taking place.

The FM helpdesk peaks just before the final day of dissolution at 962 calls per week and then drops to around 600 until the day after the election. Although preparation work is hectic prior to dissolution the team are then very quiet until the day after the election when the welcome packs are distributed. For both teams it is an opportunity for encouraging holidays, arranging training and reviewing their service for improvements.

At the other extreme, the technical services team headed

by Shirley McMillan experience a peak period of activity alongside the cleaning team. While the accommodation is empty, it is essential for the statutory fixed wire tests to be carried out.

Furniture is moved to expose

As soon as the election results start coming in, the FM team have to respond to the information and instructions coming from the corporate body as to who will be liaising with the business managers of the various parties over the allocation of the office space.

Temporary notices replace the existing signage notices. New MSPs occupy vacant offices until the accommodation plan is finalised.

The returning MSPs go back to their original office but are asked not to unpack.

FM staff meet and greet the MSPs as they arrive at Holyrood during the weekend and the early part of the following week. They introduce themselves, show MSPs where to go, and answer queries.

Once the space plan is finalised, permanent signage is quickly completed. The customer relationship team arranges inductions and settles new MSPs into their new offices. Holyrood is open for business once more. FM

FM TIMETABLE

The schedule of events 2011 January – February Planning and preparation, including possible scenarios.

Late February – 27 March Packing up accommodation and clearing out waste.

Midnight 27 March.

Passes de-activated, areas handed back to FM. 27 March – 5 May Dissolution period, FM activity.

6/10 May Communication, welcome packs and temporary arrangements. Crates belonging to MSPs who have lost their seat are removed. Meet and greet.

Wed/Thurs Taking of oaths and affirmations, election of Presiding Officer and First Minister. Parliament is now back to business as usual.

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FM FEATURE LIONEL PRODGERS BACK TO THE FLOOR

Back to the... airport

THE HIGH FLYER Industry veteran Lionel Prodgers returns to front-line FM service provision, this time with OCS at Heathrow Airport in the second of a series of FM World features Photography: Sam Kesteven

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eldom do I prepare for a trip to the airport with no intention to fly. But on the morning of my visit, I patted my pockets as if I was going on a business trip: passport – check; wallet – check.

Today I was joining the PRM team at London Heathrow, one of the world’s busiest international airports. PRM to anyone that may not have encountered the service before stands for passengers with reduced mobility and the LHR team provides special assistance to hundreds of people each day with a wide range of disabilities and mobility difficulties, ensuring individuals are transported safely and efficiently around the sprawling facility, from carpark to aircraft.

But, first things first – meet the team, and get past security! At the time of my visit OCS was responsible for a whole host of airport services, from ‘aircraft grooming’ to compliance and, of course,

S

PRM. When I met OCS’s service delivery manager at Terminal 3 it was clear he was already in the thick of it and making a sterling effort to remain positive and encouraging about my visit despite the challenges he was already facing when I arrived for my shift at 9am. My role was to assist with PRM and compliance (the pre-security service that ensures passengers are aware that they cannot carry liquids or ‘sharps’ beyond the security screening).

I was introduced to my ‘buddy’ for the day who was an airport veteran and had clearly seen it all over the years and wasn’t phased by his new role as guide, trainer and baby-sitter... The first challenge was to get me a temporary ‘air-side’ pass, allowing contractors and workers to move more freely around the airport than a checked-in passenger. For once, I thought I’d bypass the normal queues at security but, if anything, the process was more arduous with a long wait in a queue of business visitors, retailers and contractors. It was an eye-opener to see how many temporary passes are issued to people each day with no intention of boarding flight.

With my photo taken and a ID eventually issued, I was off on a tour of Terminal 3. We watched the comings and goings at the main ‘land-side host’ as it’s termed – this is an area of the airport that www.fm-world.co.uk

27/4/11 12:56:17

Lionel Prodgers gets up close and personal with passengers at Heathrow’s T3

facilitates the movement of people unable to make it from terminal to plane on their own.

I must have walked past areas like it a hundred times before but that day, as I stopped to take in the activity that ebbed and flowed around a few rows of seats and wheelchairs, I was struck by the level of personal interaction going on. If I’m honest, I can be a little impatient at airports – particularly when I am usually rushing to a departure gate, even with not so ‘fast track’ security, and don’t recognise the huge effort that goes on around me and the thousands of others just like me, to make that passage as stress free as possible.

Working with the OCS team, I was impressed by the rather more intimate nature of the work than what we’d deem the more ‘usual’ FM-related services. Passengers of every age and nationality pass through the airport every minute of every day: and the PRM team interacts with them and makes them feel comfortable and secure throughout their whole Heathrow experience.

It never occurred to me that even today, some passengers are flying for the first time in their lives and are simply not familiar with the procedures, let alone the whereabouts of check-in desks and security. Wearing my high-visibility jacket www.fm-world.co.uk

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clearly indicated that I was approachable for any information about the airport and it felt good to be able to direct people to where they needed to be – even adding in my own unofficial tips. It is difficult to imagine being immobile and arriving in or leaving the UK for the first time or arriving in a foreign land, not speaking a single word of the local language and with just 60 minutes to make a connecting flight at another terminal the potential for drama and distress exists at every step of the journey. Now installed in the middle of London Heathrow, I was beginning to understand how important this all-but invisible care service is.

The accurate scheduling of work and rotas for the team on a day-to-day basis is dependent on the accuracy of the information from each of the airlines in advance of a flight arrival. The PRM team relies heavily on passengers alerting their airline to the need for special assistance at the point of booking a flights. I dare say most of us have never even noticed the tick box on our online booking form.

No proof of illness is required, and discriminative allocation of resources to inbound or outbound flights is not permitted. Also, airlines differ in the way they demarcate between airport and aircraft – some airlines do not permit PRM staff to board the aircraft.

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FM FEATURE LIONEL PRODGERS BACK TO THE FLOOR

Then I learn that this is not simply a question of requesting assistance with a wheelchair or buggy and providing someone like me to do the pushing.

The administration and allocation of resources is quite complex. Assistance can depend on how far a passenger can walk, or to what extent they can climb stairs. There are several categories of people with reduced mobility, such as blind or deaf passengers and others that may be autistic or mentally ill where the stress of passing though the procedures of an airport is significantly heightened.

Astonishingly, between 1,800 and 2,000 passengers a day are assisted in some way, with approximately 60 per cent being notified as requiring assistance in advance. When this process works well, the service runs like clock-work, but as with everything dependent on a series of actions, occasionally something is missed or the line of communication breaks down. On my short shift I got to see first hand the potential for chaos that exists every time a flight lands at LHR.

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One particularly errant airline, known as ‘the airline that shall never be named’, is notorious for causing last minute panics, and on the day of my visit I realised why. A full 747 flight landed and brought with it the ultimate challenge for the team – no information regarding the number of passengers with PRM requirements had been provided by the airline in advance of the aircraft landing, but called for no fewer than 50 people requiring mobility assistance. The service delivery manager had to mobilise his people, and at very short notice. Many of the operatives were already assisting passengers around the terminal and clearly had to complete the activity. But within moments, wheelchairs began to appear and the team swung into action.

The passengers were safely collected and moved to the land-side host with no fuss – I like to think they were blissfully unaware of the panic their arrival had caused.

It seems that EU legislation specifies the regulations about the service to be provided

www.fm-world.co.uk

27/4/11 12:56:52

“A YOUNG LADY, BURDENED WITH EXPENSIVE FASHION BAGS, WAS TROTTING ALONG SHOUTING OUT THAT SHE NEEDED A LIFT TO HER GATE” at airports and passengers’ rights if the airport authorities do not comply. The problem is that airlines based outside the EU are not bound by the regulations. Then the US has its own regulations, but they are at least similar to EU standards. This all begins to sound familiar to me having worked for so many years on the fledgling FM standards with the British, CEN and ISO standards bodies.

Once relative calm had been restored and I’d convinced the team I was a trustworthy and vigilant assistant, I was allowed to join the compliance operation, taking my position behind the table where your hand luggage is routinely emptied of all bottles, lotions and potions. I have to confess I found it quite exciting to be on the ‘other side’, giving out the little plastic bags (and the orders!) but it did make me curious; how come after all these years of liquid restrictions on flights do half the flying population still turn up at security with a bottle of water? But, again, I am reminded that not everyone frequently goes through this routine.

www.fm-world.co.uk

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Two amusing events of the day: I was sitting in the OCS buggy having my photo taken at the start of the long stretch to the gates of T3, and a young lady, burdened with expensive fashion bags, was trotting down shouting out that she needed a lift to her gate as she was late. I tried to explain that I wasn’t licensed to drive the buggy and couldn’t help her, and as she ran a little faster on the travelator she gave me some choice verbal abuse.

While we were still dealing with the photography she came back, having missed her flight, with an even bluer selection of adjectives. I guessed there was no point in trying to explain that I was only posing.

Later, while doing the compliance task with walkie-talkie in hand, OCS lanyard and ID round my neck, I was asked for directions to an airline desk by a rather more polite lady passenger – clearly, I appeared to know what I was doing. After I gave her very clear and detailed directions she said: “You’re not for real, are you.” Well, at least I tried! FM

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GETTY

FM FEATURE TENANT SURVEY KEVIN MCGILL

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www.fm-world.co.uk

27/4/11 12:08:57

TENANT SURVEY

The City of London’s tenant survey response programme has provided a gold mine of statistical information for facilities managers ith the shortening of leases, the glut in commercial office space and increasing demands from tenants for better service, tenant retention is paramount for landlords.

The City Surveyor manages an investment portfolio of approximately 250 properties for the City of London (CoL), of which 76 are directly managed.

The Investment Property Group (IPG) responsible for managing the portfolio believes tenants are their core business and therefore their satisfaction is important.

Indeed, tenant satisfaction can significantly influence that holy grail during times of recession: lease renewal.

With this in mind, the IPG facilities management team devised a tenant response programme to improve services to tenants, forming part of an annual continuous improvement process and promoting a more transparent management practice.

In 2001, CoL began distributing tenant surveys to measure customer satisfaction. Feedback from tenants was analysed and addressed by separate teams on a case-by-case basis. Significantly, survey results were not reported back to tenants. Thus, the opportunity to enhance communication and its potential to improve tenant satisfaction was recognised as part of a research project for UCL’s MSc Facilities Management programme in 2008. The project developed into a formal response initiative by CoL, stemming directly from the feedback received in the tenant satisfaction survey.

W

Survey design and distribution Prior to 2008, the tenant survey asked if tenants were satisfied with FM services, but did not ask which services were most valued. To enhance the questionnaire, Servqual methodology (a service quality assessment tool) was introduced to provide an important context to the feedback from tenants.

Servqual’s ‘empathy’ determinant captures customer www.fm-world.co.uk

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FM FEATURE TENANT SURVEY KEVIN MCGILL

expectations against actual perceived quality.

Consequently, tenants are now asked to rank the importance of FM services so their expectations can be measured and compared to satisfaction scores.

Furthermore, questions were added to gauge interest in other FM services.

Sustainability emerged as a key issue in the 2008 and 2009 surveys. Armed with this information, the FM team expanded recycling facilities to include battery, mobile phone and printer cartridge recycling.

Furthermore, waste and recycling management control procedures were introduced. Not only did this improve the recycling services available to tenants, it also won numerous prizes in the recent Clean City Awards. In 2010, survey concerns gravitated towards security and value for money. Indeed, security was ranked by tenants as the most important FM service. As a result, the IPG FM team are conducting security reviews of all properties in conjunction with CoL’s security advisor.

The tenant Survey Response Programme Once completed, surveys are received, urgent tenant concerns relating to health and safety, security and fire YOUR OWN SURVEY

CONDUCTING A TENANT RESPONSE PROGRAMME Plan your programme Have a clear timetable and project completion date in mind. It takes time to plan and execute the key tasks.

Use your tenant feedback Once your tenant survey is complete, it is vital that you analyse the information thoroughly. The findings provide useful insights into tenant needs and areas of dissatisfaction.

Spread the word Cast the net wide to ensure you disseminate survey feedback and consult with all internal stakeholders.

Review and take action Response meetings are designed to capture the improvement actions.

Ensure the minutes are agreed.

Communicate with your tenants Create a platform to relay survey findings to tenants, usually in the form of a report or tenant meeting.

Check action points Monitor improvement action plans to ensure nothing is overlooked.

Use calendar reminders to review and update improvement action matrices.

Document your processes Keep track of your methods, so they can be easily picked up by other members of the team.

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awareness are addressed immediately. Then, data is collated and sorted into groupings by property, service, tenant, and comments. Sean Power, the City Surveyor’s performance manager compiles data and compares it with previous years, highlighting key areas of concern.

This report is then turned over to the FM team, which distributes the data to all internal stakeholders, including management surveyors, building surveyors, and building managers.

Two project managers from the IPG FM team then organise and chair tenant response meetings for each property. The group agrees upon an improvement action plan, focusing on areas of most concern to tenants for each property. The FM project managers are pivotal to the process as they piece the improvement process together, get it approved by the stakeholders involved, and then check to ensure the agreed improvements are implemented throughout the remainder of the year.

Continuous improvement lies at the heart of this process, as data from all properties, not just the low scoring ones, are analysed to determine what, if any, actions can improve existing FM services.

The FM project managers are also responsible for compiling the tenant response report, devised of the following headings: 1) Introduction 2) What you think is going well 3) What you think we can improve 4) Progress to date 5) What we are planning next 6) What we would like from you 7) Useful information 8) Conclusion The point of the response programme is not only to communicate with tenants the key outcomes and concerns of the survey, but also what CoL is doing to address those concerns. Accordingly, the tenant survey report template provides a concise and informative description of the survey’s key findings, as well as documenting any action points as part of the continuous improvement programme.

CASE FILE

Number of properties:

250 Portfolio value:

£2 BILLION Rental income:

£95 MILLION Range of cost per square foot:

£15 – 45 SQ FT Directly managed Properties:

76 Number of directly managed tenants:

439

It’s good to talk When it comes to communicating with tenants, the message is unequivocal: “more is better”. Each year, tenants continue to emphasise the need for more effective landlord communication. Along these lines, in 2009, the IPG FM team introduced an ‘at a glance’ building information sheet for each property. There is an urgent need for internal stakeholders to provide timely and accurate information to FM, particularly regarding ongoing works. Indeed, senior level internal management meetings now take place to ensure www.fm-world.co.uk

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TENANT SURVEY

information continues to flow through to FM on a regular basis, as it has been recognised that FM staff based in the buildings are best placed to facilitate the provision of information concerning contractor activity to tenants.

inefficient practices that have become accepted.

Rather, benchmarking focuses on FM staff working together, learning from each other, and adopts a team approach to enhance existing processes and procedures, reaping the advantages of working as a cohesive unit with shared objectives.

FM adding value to services As demonstrated, tenant satisfaction surveys can be dissected to build up an objective picture of what tenants’ key needs and concerns are. This valuable information offers a strategic value to organisations aiming to provide superlative services to tenants.

In 2010, as well as carrying out property security reviews, the IPG FM team also worked in partnership with the Resilience and Community Safety Team to provide free guidance and advice to tenants on general security, creating contingency plans, coping with emergency situations and personal security. While the notion of a caring landlord is likely to be met with cynicism in some quarters, previous roadshows were surprisingly well attended, providing positive interactions with tenants. This suggests that advice and assistance on specialist areas is welcomed by CoL tenants.

Most FM activities cut across a wide range of services and departments. The IPG FM team is no different, and it is through its connection to an extensive network of internal contacts (ranging from the energy management team, the sustainability team and the resilience and community safety team) that it can help deliver extra value to its customers. Indeed, by working with expert teams from other departments, IPG’s collaborative approach not only provides additional services for tenants at no extra cost, but also provides CoL with a competitive advantage over those commercial landlords less inclined to communicate closely with their tenants.

Internal benchmarking Analysing the tenant surveys helps lay a solid foundation for continuous improvement as FM managers can easily differentiate between high performing and poorly performing properties.

A common trait among CoL’s higher scoring flagship properties is the strength of FM management, so the challenge is to export such best practices in areas such as recycling and waste management to other properties.

Since internal benchmarking was introduced, the overall satisfaction score has improved by seven per cent, climbing from 66 per cent to 73 per cent.

Admittedly, there are limitations to benchmarking radically diverse properties, but the benefits are not just property related. The other distinct advantage of benchmarking is that it marks a shift away from individual errors and challenges the status quo of www.fm-world.co.uk

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FM as a core service: opportunities and challenges CoL’s tenant satisfaction survey provides ample evidence that FM is the strongest link in the relationship chain binding landlords and tenants together. Engaging with tenants and addressing their needs is a fundamental requirement for protecting CoL’s core customer base. This pushes IPG FM’s role away from being just a support service. Instead, in protecting revenue IPG FM forms part of the core service.

Planning and executing a continuous improvement programme requires considerable resource. Lizzy Hand, head of IPG FM states: “In terms of time and energy, our investment has been substantial, but changes to our tenant survey revealed facts and figures that support our service enhancement programme and fully exploit best practice across a wide ranging portfolio.”

Having internally benchmarked the portfolio, the team must now weigh up the benefits of externally benchmarking tenant satisfaction.

Like internal benchmarking, external benchmarking comes with financial, time and resource costs which must ultimately be factored into any decision to benchmark externally.

As the recession continues to pressurise tenants to meet tight budgets, landlords will be challenged to maintain or reduce current service charges while continuing to maintain tenant satisfaction levels. The IPG FM team’s continuous improvement programme is a key driver in maintaining tenant expectations and CoL’s positive and established brand image.

Admittedly, proving a causal relationship between tenant satisfaction and tenant retention is complex.

However, analysis of who actually completes the questionnaires offers an intriguing insight. Over 65 per cent of tenant questionnaires are completed by managers, CEOs or owners, ie stakeholders who will play a significant role in the decision to renew a lease.

IPG’s continuous improvement programme might fall somewhat short of delivering the holy grail.

But by providing added service value to commercial tenants, the City Surveyor’s continuous improvement programme has nevertheless unearthed something for the industry to treasure: a loud and confident case for the repositioning of FM as a core service. FM Kevin McGill is the deputy facilities manager for the City of London’s Investment Property Group

FM QUICK FACTS

Survey duration:

6WEEKS Response rate:

46% Response type:

62% ONLINE

38% POST Overall satisfaction score:

73% Most important service:

1) SECURITY 2) CLEANING 3) STAFF POLITENESS

4) TENANT COMMUNICATION Trends in 2010 security:

VALUE FOR MONEY Interest in additional services Most interested in:

DISPOSAL OF ELECTRICAL AND BULKY WASTE Least interested in:

DRINKS/SNACK VENDING MACHINES FM WORLD | 5 MAY 2011 | 29

27/4/11 12:13:10

FM MONITOR DAVE LEWIS

LEGAL UPDATE

Dave Lewis is head of business energy services at energy provider npower

MANAG IN G EN ERGY WI T H I N T H E CRC

ISTOCK

n integrated energy management plan A must be used by facilities managers to overcome this challenging economic and legislative climate, explains Dave Lewis

While energy managers are aware of the cost, regulatory, environmental, operational and reputational risks related to energy use, changes to the Carbon Reduction Commitment Energy Efficiency Scheme (CRC) at the end of 2010 mean many organisations may well be confused about what is required from them by the scheme.

In a survey of businesses to mark one year of the CRC, npower found that opinions about the scheme and its future are strong.

Businesses face a myriad challenges in relation to energy legislation and compliance.

However, it is of prime importance that they do not concentrate too much on the minutiae involved.

Businesses should ensure that their focus is on the bigger picture of making energy efficiency a key priority so that energy emissions and costs are reduced.

Following the government’s Comprehensive Spending Review in October and subsequent amendments to the scheme, the CRC has caused much confusion and concern for businesses. In response to this, the Department

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of Energy and Climate Change (DECC) is undertaking another consultation process, seeking views from participants on how to simplify the scheme. Despite the inevitable uncertainty that lies ahead and regardless of the shape the scheme takes in the future, FMs need to focus on the best practice behaviour the CRC was established to encourage, namely reducing energy consumption and emissions.

A hostile reception However, the changes to the scheme have meant businesses have become disengaged. Research by npower to mark the first anniversary of the CRC on 1 April, found nearly half of UK businesses (45 per cent) already want the scheme scrapped. Also, over a quarter (29 per cent) said they do not think the CRC will help the UK meet its carbon reduction targets – one of its key aims.

Reacting to the changes that the government implemented following October’s Comprehensive Spending Review, many organisations now view the CRC as a tax. More than 40 per cent of them think there is

no incentive to reduce their carbon emissions – another reason why the scheme was first introduced.

These results reflect much of the feedback we regularly receive from our customers. It is concerning that the changes to the CRC have resulted in businesses putting fewer efforts into reducing emissions. Regardless of sentiment about the scheme and its recent changes, businesses need to understand that compliance with the scheme is mandatory for full participants, so it is crucial that organisations keep it on the board agenda.

It is important that organisations focus on the best practice behaviour the CRC sets out to encourage, as energy efficiency and effective management make sound commercial sense, with or without the scheme.

What can facilities managers do?

In their ‘shop-floor’ role, facilities managers have a hugely important part to play in introducing energy and cost efficiencies.

They need to work across the business and not approach changes to energy legislation, such as the CRC, in isolation. Only by fully understanding the organisation’s energy consumption can FMs identify areas for improvement, therefore enabling the board to ensure it invests in the right areas to achieve energy savings.

For any energy management strategy to be successful, facilities managers need to work collaboratively with the management board and all staff to ensure that everyone is active in its implementation. By raising energy management to board level, organisations can ensure they have the time and resources devoted to

it to achieve both cost and carbon savings.

Meeting the challenge The next milestone in the CRC calendar is submission of the first footprint report by 29 July, which details an organisation’s carbon emissions from April 2010. Our research reveals that not only are one in ten businesses concerned their company will miss the deadline, but also that the same amount are not confident that the data their company will submit is correct. This is a real concern as accurate data is the first point of any effective energy management strategy. Only by knowing for certain how and where energy is being consumed can efficiency measures be put in place.

In short, organisations should be treating the CRC as just one element of an overall energy management strategy that will provide better energy efficiency and management for the future.

The challenge for businesses is to embrace this strategy and create innovative solutions to meet these demands from which they will benefit in the long run. FM NPOWER RESEARCH ● 45%

want CRC scrapped do not think it will help the UK meet its carbon reduction targets ● 43% want financial incentives reintroduced ● 54% feel the CRC places unnecessary financial burden on businesses ● 41% feel the CRC should be postponed until the UK economy’s financial recovery is more secure ● 48% said they felt the scheme’s first league table will not carry any real meaning ● 40% of organisations said that now the CRC is effectively a tax, there is no incentive for businesses to reduce their carbon emissions ● 61% would like more clarity on what is required of their business ● 57% would like a simpler process for carbon footprint reporting ● 16% would like no more changes to the scheme ● 29%

www.fm-world.co.uk

27/4/11 12:54:44

LEGAL NEWS

Court report

ISTOCK

PERRIAM LIMITED V WAYNE & DALY [2011] EWHC 403

This case concerned the effectiveness of a Deed of Variation to waive a guarantor’s obligation to pay for the repair of some windows.

A property, known as Castleton Mill was originally owned by a company called Maple Leaf. The second floor of the Mill had been let to a company called Ideas and Mr Wayne and Mr Daly were the guarantors of Ideas. The lease was due to expire on 19 November 2007 and in April 2007, Maple Leaf wanted to sell the Mill to Perriam. They wanted to sell the Mill with Ideas as an existing tenant.

Accordingly, on 24 April 2007, Maple Leaf entered into a Deed of Variation with Ideas which extended the lease on varied terms for a further four years.

Maple Leaf sold the Mill to Perriam. The following year Ideas went into liquidation. The guarantors argued that the Deed of Variation operated to release Ideas, and therefore themselves, from any continuing obligation in respect of the windows as at 24 April 2007. Perriam argued that although Ideas was released from its continuing obligation in respect of the windows, that release only took effect from 17 November 2007.

At first instance the judge agreed with Perriam and the guarantors appealed.

The appeal judge observed that “it is common ground that the Deed of Variation in this case would win no drafting prizes for precision or clarity”. He did however say that two things were tolerably clear from the deed as drafted. The first that the tenant’s repairing obligation in respect of the windows was varied by clause 4.2. Secondly, in relation to the guarantors it was agreed that they would be generally released

from their obligations as from 17 November 2007 but not before. Perriam argued that because clause 4.2 was silent as to when the release in respect of the windows came into force, it made sense to conclude that the release in respect of the windows also came into force on 17 November 2007, the same date as the other releases. The guarantors on the other hand argued that the language of clause 4.2 and the absence of an express date in the future when the release was to be effected pointed to the release having immediate effect ie 24 April 2007.

The judge agreed with the latter conclusion. First he said the identification of the date of 17 November 2007 in other clauses related to the general release of the guarantors only.

Secondly, the fact that no date was expressly identified in clause 4.2 strongly suggested that the release was not a release which was to take effect in the future. Thirdly, the language of clause 4.2 used the present rather than the future tense to describe the release.

The case illustrates the importance of unambiguous drafting if litigation is to be avoided.

Beverley Vara is a partner and head of real estate litigation at Allen & Overy LLP

Waste sentence dropped A Wigan business owner narrowly escaped jail after Liverpool Crown Court handed down a 26-week prison sentence, suspended for two years, for illegally depositing and burning waste.

After a joint investigation with Wigan Metropolitan Borough Council, the Environment Agency successfully prosecuted Nigel Isherwood and his company, Isherwood Skip and Container Hire.

Cannock firm fined A Cannock engineering firm has been fined after an employee was crushed to death while working under a plant vehicle. The Health and Safety Executive prosecuted Hydraline Engineering Ltd, of Unit 33 Martindale, Cannock, Staffordshire, following the death of 46-yearold employee Mark Palmer on 7 March 2008 at Wells Farm, Bradley, Stafford. The company was fined £40,000 and ordered to pay £20,000 costs by Stafford Crown Court.

Simpler H&S review set out The scope of Professor Ragnar E Löfstedt’s health and safety legislation review has been set out, with the draft terms of reference published.

Employment Minister Chris Grayling announced in March that Professor Löfstedt, a risk management specialist, would chair a review of all health and safety regulation.

The review is part of a package of changes to Britain’s health and safety system to support the government’s growth agenda and cut red tape.

NEED SOME GOOD ADVICE? The Good Practice Guide to SELECTING FM SOFTWARE The BIFM publishes a series of good practice guides which are free of charge to all members. For a full list of titles or to download the guides visit www.bifm.org.uk Non-members: call 020 7880 8543 to order your copy

www.fm-world.co.uk

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FM WORLD | 5 MAY 2011 | 31

27/4/11 12:55:03

FM MONITOR SUE SHARP

TECHNICAL

Sue Sharp is chair of the HVCA’s Service and Facilities Group

VEN TIL ATION SYST EM S

any air conditioning and ventilation systems fail to provide good comfort conditions for occupants. Sue Sharp explains what can be done to improve air quality

M

There is growing pressure on engineers and facilities managers to improve the energy efficiency of buildings. This is leading producers to design air conditioning and circulation systems which increase air tightness in order to minimise heat loss, and to the specification of low energy technologies, such as mixed flow or displacement ventilation.

Such design approaches depend on good control of the direction and speed of the air when it is introduced into the occupied space to maintain good comfort and health conditions for occupants.

Poorly designed and badly positioned devices will also end up forcing the air movement system to work harder in an attempt to improve comfort conditions, leading to higher energy costs. And, if air speed is not well controlled, it will create noise – this is often down to poor plenum box design. The air speed across the spigot of an air distribution device should never exceed the velocity of the air as it enters the occupied space.

the airflow patterns required by their planned ventilation system, but the actual performance of the system once it is handed over may be radically different to the design intent, leading to problems for occupants. This is often down to the choice and design of the humble air terminal devices (ATDs). ● ATDs are the front line of the ventilation system – the grilles and diffusers that actually deliver the air into the occupied spaces.

How the airflow is treated in the plenum box behind a diffuser can be absolutely critical to the conditions experienced by people and equipment in the occupied space. If the terminal device is not properly designed it can lead to uncontrolled air velocities and cold air ‘dumping’. Similarly, if there is turbulence behind the diffuser, the distribution patterns intended for the room will not be achieved. ● For a mixed flow approach, there are a number of options open to the specifier including sidewall located square or rectangular grilles and nozzles; sidewall mounted linear grilles;

● The mixed approach requires a higher induction rate to ensure effective mixing of the supply air with the existing air in the space; while the displacement or laminar strategy calls for even patterns of relatively slow air to be gradually introduced into the area. ● The design team will probably have created detailed models of 32 | 5 MAY 2011 | FM WORLD

Technical.indd 32

PHOTOLIBRARY

Ventilation strategy

as well as ceiling or wall mounted circular, rectangular or swirl diffusers. ● The choice is critical because this approach depends on the gradual dilution of stale air by the addition and accurate mixing of fresh air via induction. A fourway diffuser needs to be properly designed to achieve this and, although it can be manufactured from a variety of materials, these should be robust enough to withstand the repeated cleaning required to meet the requirements of health and safety legislation. ● The laminar approach requires cool air to be cascaded into the space, while displacement depends on only slightly cooler air being gradually mixed with the existing air from a lower level via convection. If the momentum of the air is too great, occupants will experience dramatic temperature differences between ankle and head height. To avoid draughts, air speed should be between 0.13 and 0.18m/s. ● Poor positioning of grilles and diffusers is another problem. A four-way diffuser placed close to a wall will, for obvious reasons, not perform correctly because it will not be able to diffuse in all four directions. Similarly, if the airflow is not properly managed in the plenum box, the air may not emerge from the whole of the grille.

These issues are symptomatic of the cost-cutting approach that can undermine many well-intentioned air conditioning and ventilation system designs. ATDs are seen as ‘commodity’ items that can be bought cheaply to shave a few pounds from the overall project cost, but this is the ultimate in false economy. Modern ventilation systems are highly sophisticated technologies with the very latest

BEST PRACTICE

Ventilation rises to energy challenge Meeting the cooling needs of energy intensive spaces like data centres, while simultaneously reducing energy consumption, is a major challenge for engineers and building operators.

In a bid to reduce energy use, some cooling systems are being designed to work at higher temperatures to reduce chiller loads. However, in order to maintain good operating conditions for IT and computer equipment this puts a greater onus on the management of ventilation airflows and so depends on a robust approach to the ventilation design. The specification of high quality grilles and diffusers to ensure accurate and even air distribution is, therefore, critical.

“We regularly see air distribution strategies being undermined by the incorrect specification of grilles and diffusers,” says David Fitzpatrick, sales and marketing director of ventilation specialist Ruskin Air Management.

“Price competition has led to a proliferation of commodity products into our market and this is not helping engineers meet their energy goals.”

in electronic controls, but all that sophistication will be for nothing if the users don’t use the full benefit.

By compromising on the selection or cutting corners on the design of the grilles and diffusers, the project team risks undermining the whole ventilation strategy and leaving FMs to deal with some very unhappy building occupants. FM www.fm-world.co.uk

27/4/11 14:13:17

FM MONITOR JUSTIN FREEMAN

HOW TO…

Justin Freeman is technical manager at The Master Locksmiths Association

CON D U CT A SECUR I T Y R EV I EW

nsuring that all parts of your building are secure is standard procedure.

But conducting a security review with a trained professional is essential for optimum reassurance, explains Justin Freeman

GETTY

E

To make sure that all security weaknesses in a building are spotted and that security is appropriate for the various areas, it is advisable to carry out a security review with a trained professional.

By doing so, facilities managers are reassured that they are getting the best advice by combining the expertise of a security professional with insider knowledge on what is important for a particular building or series of buildings.

Security review is all about knowing a building’s function and optimising security around it, so when carrying out a security review it is imperative to start from the outside in: ● Check doors and windows for faults and broken locks, weak frames and damage – if there is any sign of wear and tear replace them immediately ● Check gates, fences, grilles and bars to make sure they are in place and solid – if they need replacing make this a priority. After all, if external security is poor then overall security is compromised ● Fit any gates and fences needed and ask a locksmith to install appropriate locks to fences and outhouses – consider electronic access and physical locks ● Consider when the locks on the doors were last replaced. Do they need updating and how many people have copies of the keys? If you aren’t sure, ask a professional locksmith to replace your locks with a patented or restricted lock www.fm-world.co.uk

How to.indd 33

– the keys for such locks can’t be easily replaced or copied without providing proof of ownership, meaning only official keys can be distributed. If one of these keys goes missing or there is concern over a breach in security, a lock can be reconfigured and a new key is issued, rendering the lost key ineffective ● Are your existing security products compliant with the latest safety and fire regulations and do they comply with insurance stipulations?

Access control The next stage to consider is how to regulate who is in and out of a building at any given time and how to grant access to approved individuals. There are a host of products to enable FMs to control

access. Whether in the form of a manned reception, keys, electronic fobs or swipe cards, there is a solution that will work for every building: ● Keys – as noted above, a patented or restricted locking system is an ideal solution for ensuring keys aren’t copied while in the possession of employees and these systems can be reconfigured, if need be, saving time and money on replacement locks ● Electronic access – such systems ensure employees can gain access while preventing unauthorised entry. This cost effective solution comes in many forms including: digital locks, key fobs, swipe cards, keypad entry systems, digital locks, and audio and video entry systems The flexibility of these systems allows users to be easily added or deleted as required.

Although electronic access has some fantastic benefits including: cost, flexibility, the ability to link to HR systems and building management devices and acting as a locator in emergency situations, it is vital that correctly specified mechanical locks are also fitted for when the building is unoccupied. ● Master key system – master systems are those that use one key which opens all locks in a set while other keys open individual or select locks. This works particularly well in large buildings which are split into various departments or smaller businesses.

Such systems enable FMs to enter all areas but limit others to authorised areas only.

“Are your existing security products compliant with the latest safety and fire regulations, as well as insurance?”

Additional considerations Once a building or buildings are physically secure and decisions are made about how to monitor who is coming in and out of the building, the next step is to review areas that need to be considered in relation to an FM’s specific needs.

For instance, if sensitive data, valuable stock or money is stored within a building it’s worth considering what security measures are in place to protect this. Would high quality storage cabinets help protect valuables, is a safe room required, would electronic or patented keys to a room improve the situation, is there an opportunity to install a gated area and would installing a number of safes help improve security?

It’s also important to consider the nature of the business. For example, is machinery stored safely, are there any dangerous chemicals on-site that need to be stored in a particular manner or is there an out-of bounds area where only certain people are allowed to enter? By tailoring measures to suit individual needs, FMs ensure measures are appropriate to the use of the building.

Additional measures such as alarms, staff areas, padlocks, storage areas, CCTV and safes can be considered at this stage.

Finally, once a security review has been carried out, measures installed and new systems put in place, it is vital for the new procedures to be passed onto all staff members. Without buy-in from those who use the building on a daily basis, security can become compromised so make sure staff know the dos and don’ts of security and that they are aware of all procedures. FM FM WORLD | 5 MAY 2011 | 33

27/4/11 12:10:17

FM MONITOR MARKET INTELLIGENCE

INSIGHT

The figures on this page have been compiled from several sources and are intended as a guide to trends. FM World declines any responsibility for the use of this information.

FM OUTSOURCING

FUEL PRICES

18 Apr 11 Apr 21 Mar 17 Jan 19 Apr 10 20 Apr 09 135.06p/ltr 133.68p/ltr 133.11p/ltr 127.87p/ltr 120.55p/ltr 94.62p/ltr UNLEADED

141.34p/ltr 140.33p/ltr 139.53p/ltr 132.33p/ltr 121.74p/ltr 102.71p/ltr DIESEL

Fuel Duty on unleaded petrol and diesel rose by 0.76p to 58.95ppl on 1 January 2011; VAT on fuel is 20% Source: DECC (decc.gov.uk)

PRISON POPULATION AND ACCOMMODATION Population and Capacity Briefing – 08 April 2011 POPULATION

TOTAL

PRISONS

Total population

85,361

84,812

549

84,875

Male Population

81,120

80,571

549

80,620

Female population Useable

NOMS OPERATED IMMIGRATION REMOVAL CENTRES

April 2010

4,241

4,241

0

4,255

87,729

87,135

594

86,928

The facilities management outsourcing market in local and central government sectors is worth around £4bn, but is likely to decline as social housing activity slows. That’s the message from AMA’s latest report into the sector. Facilities Management Outsourcing – Central and Local Government Markets – UK 2011-2015 estimates that the central and local government market grew just 1% in 2010 as the focus of government policy shifted away from government spending aimed at stimulating the economy towards significant public sector expenditure cuts. But the report added that there is hope that the budget cuts will see departments, particularly in local authorities where FM penetration is lower, moving towards greater levels of outsourcing and bundling of services in order to meet efficiency savings, with larger contracts becoming available and boosting both these end use markets.

FM outsourcing: UK central and local government 2008-2012 4300

Operational

4258

Capacity Home Detention

2,735

4229

2,477 4209

Curfew Caseload

4193

EMPLOYMENT

National Minimum Wage Category of worker

Hourly rate from 1 Oct 2010

Aged 22 and above

£5.93

Aged 18 to 21 inclusive

£4.92

Aged under 18 (but above compulsory school age)

£3.64

Apprentice rate, for apprentices under 19 or 19 or over and in the first year of their apprenticeship

£2.50

London Living Wage

£7.85 per hour (from 9 June 2010)

Glasgow Living Wage

£7

Oxford Living Wage

£7 (or £7.10 for council employees)

Manchester

£6.74 for directly employed council staff

The Welsh Assembly

There are more than 140 prisons in England and Wales, including 11 private prisons contractually managed by companies such as Kalyx, Serco and G4S Justice Services.

The operational capacity of a prison or IRC is the total number of prisoners that an establishment can hold taking into account control, security and the proper operation of the planned regime. It is determined by area managers on the basis of operational judgement and experience. The Useable Operational Capacity of the estate is the sum of all establishments’ operational capacity less 2,000 places. This is known as the operating margin and reflects the constraints imposed by the need to provide separate accommodation for different classes of prisoner by sex, age, security category, conviction status, single cell risk assessment and also due to geographical distribution.

Source: HM Prison Service (hmprisonservice.gov.uk)

£bn

4200

4100

4086

4000 2008

2009

2010 Est

2011 Fcst

2012 Fcst

Year Source: AMA (amaresearch.co.uk)

ENERGY PRICES Gas Indicative prices for February 2011 contracts (based on fixed price single-site contracts) p/therm

Firm 25,000–

% change 1 mth

3 mths

1 yr

65.71

-10.9

-14.5

14.3

62.71

-11.3

-15.1

15.1

57.71

-12.3

-16.3

16.6

56.71

-12.4

-16.5

17

100,000 therms Firm 100,000–1m therms

£6.70 for its employees

140

prisons in England and Wales

11

private prisons

Interruptible <1m therms Interruptible >1m therms

Electricity Invoice-based all-inclusive prices, January 2011 p/kWh

% change

100 kW-plus sites

7.65

1

3

-2.8

1 MW-plus sites

6.92

1.0

1.5

-5.5

Source: EnergyQuote JHA

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www.fm-world.co.uk

27/4/11 15:18:49

Specialists in security and complementary services

new ways of thinking, new ways of working Security Management

for more information please call 0845 6063106 or visit www.wilsonjames.co.uk

Sponsors:

BIFM North Region Summer Ball Saturday 2nd July 2011 The Hilton Hotel, Manchester Individual tickets £110.00 + VAT Table of 10 £1100.00 + VAT Table of 12 £1320.00 + VAT Tickets include champagne reception, dinner and full programme of fabulous entertainment.

Dress code Black Tie, Carriages 1am.

To book, please contact northball@bifm.org.uk In association with:

BIFM Summer Ball.indd 1

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4/3/11 09:39:21 FM WORLD | 5 MAY 2011 | 35

21/4/11 12:24:23

IPFMA NEWS IPFMA.COM

IPFMA Annual Lunch (right, L-R): Frankie Sheahan, guest speaker; Ian Broadbent, BIFM chairman; Peter Moloney, IPFMA chairman and Jason Leonard, guest speaker ACT

Multi-unit development act 2011 Members of the IPFMA board and Residential Committee attended a workshop in Dublin Castle on Tuesday 5 April, hosted by the Department of the Environment.

Residential Committee Chair, Paul Mooney, also presented at the event.

The workshop brought together parties including apartment owners, developers, architects, engineers, and professional bodies to explore and discuss the impact of the Act. The IPFMA will present a one-day workshop for members to similarly identify, explain and discuss the requirements for members as management agents of MUDs. The event entitled, As clear as MUD, will be held on Thursday 19 May 9am-5pm at Bewleys Hotel, Ballsbridge, D4.

INTERESTED IN PARTICIPATING IN IPFMA ACTIVITIES?

i Full details are available at www. ipfma.com/as-clear-as-mud.htm

OFFICE MOVE

IPFMA moves offices The IPFMA has moved premises from 5 Wilton Place to 38 Merrion Square, the headquarters of the Society of Chartered Surveyors Ireland (SCSI), following the SCSI’s move to Merrion Square on their merger with the Irish Auctioneers & Valuers Institute (IAVI).

IPFMA, 38 Merrion Square Dublin 2 Tel: +353 1 644 5520 Fax: +353 1 661 1797 Email: fbarron@ipfma.com www.ipfma.com 36 | 5 MAY 2011 | FM WORLD

Ipfma news.indd 38

Group pictured (above, L-R) at the IPFMA Annual Lunch: Ed Carey, acting chief executive IAVI; Peter Stapleton, SCS president; Peter Moloney, IPFMA chairman and Orla Fitzgerald, RIAI vice chair ANNUAL LUNCH

IPFMA annual lunch Our Annual Members’ Lunch was enjoyed by all who attended our recent event in The Burlington Hotel, Dublin, D4 on the eve of the Ireland vs England International Rugby game. The event was attended by members and guests including many heads of property and construction

industry professional bodies.

Our chairman Peter Moloney thanked all those in attendance for their continued support of the association and gave an insightful overview of the association’s achievements over the course of the past year. He thanked all committees for their hard work and contributions and spoke of the association’s commitment and drive to continuously seek high professional standards and educational achievement.

He called on the new coalition government to act quickly and make the enactment of the

An association can only be as active as its members’ contribution. IPFMA is always looking for members to participate in committees and/or working groups. If you are interested in getting involved for the 2011 session, please contact Fiona Barron at fbarron@ipfma.com

much needed Property Services Regulation Bill a priority.

With the lunch taking place on the day before the Irish vs English international rugby match, it was fitting that special guest speakers were former international rugby professionals Frankie Sheahan and Jason Leonard who regaled the audience with entertaining rugby tales. The event carried long into the evening for many, offering the opportunity to network in a social environment.

Our thanks to all who joined us on the day. www.fm-world.co.uk

27/4/11 11:12:37

Please send your news items to Fiona Barron at fbarron@ipfma.com

CORPORATE MEMBERS

Corporate members We are pleased to announce the addition of two new corporate members to the association as we welcome HWBC and O’Farrell Property Management.

Many will be aware that we restructured the provisions and entitlements of our corporate membership category to appeal to a wider grouping of our membership database and members are seeing the benefit of corporate membership in the development of their profiles. i Details on corporate membership is available at www.ipfma.com/ corporate-membership.htm.

MEMBERS

New members IPFMA is also delighted to welcome the following new members to the association: Oisin Turner – DTZ Sherry Fitzgerald ● Katerina Kopecna – Aramark ● Jennie Bray – O’Farrell Property Management ● Thomas Joseph Farrelly – Erin Property Management ● John Hanlon – Colliers International ● Gordon Byrne – ODPM ● Conor Hogan – ODPM ● John Cairns – Veris Residential ● Mark Dunleavy – MD Property Management ● Victoria McCracken – ODPM ● Valerie Kilfeather – ODPM ● John Alexander – CBRE ● Fergus Cahill – Professional Property Services ● Clive Derham – Garda Siochana ● David Ennis – Ennis Gough Property ●

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Ipfma news.indd 39

● Ray Geraghty – Bannon Commercial ● Kevin Keegan – Alan Caren & Partners ● Ella Dunphy – DNG Ella Dunphy ● Rafal Wolk – Wyse Managing Agents

DIARY OF EVENTS

EDUCATION

As clear as MUD

IPFMA education update The association continues to promote property and facility management as a recognised management profession and to promote higher industry standards.

IPFMA – Diploma Given current market sentiment resulting in an insufficient quantum of students required to proceed with the commencement of the IPFMA – DIT Higher Certificate/Degree Property & Facility Management, it is unlikely that the programme will proceed in September 2011. We will however be proceeding with our industry-recognisable one year diploma heretofore presented.

Details are available from, and applications can be made, to info@ipfma.com.

CPD IPFMA members are now required to complete 60 hours CPD over a three-year period with effect from January 2011. CPD hours can be registered in members’ user profiles online. The system is easy to use and details are available by following the link: www.ipfma. com/ipfma-cpd-continuousprofessional-development.htm. i Visit www.ipfma.com/ipfma-cpdcontinuous-professionaldevelopment.htm

Thursday 19 May 2011 Time: 9am-5pm Venue: Bewleys Hotel, Ballsbridge The IPFMA residential committee has arranged a one-day workshop for residential property managers to be held on Thursday 19 May in Bewley’s Hotel, Ballsbridge.

The event will present an insightful series of talks, and allow discussion, on the implications of the MUD Act 2011 for residential property managers including the legal and administrative aspects, such as the implications of shrinking funds, and fire safety. This is a paid event with a reduction for members and corporate members.

Availability is on a first come, first served basis. i Full details are available at www.ipfma.com/ as-clear-as-mud.htm

CPD Events – May/June 2011 Thursday 12 May 2011 Lease Interpretation Speaker: Ronan McLoughlin, Matheson Ormsby Prentice Solicitors Time: 1pm Venue: 38 Merrion Square Tuesday 21 June 2011 Site Visit – Criminal Courts of Justice Time: 11am-12pm Venue: Parkgate St, D8 Thursday 23 June 2011 Water Rates Speaker: Eddie Spencer, M&C Energy Group Time: 1pm Venue: 38 Merrion Square i Details of all CPD events including registration is available at http://www.ipfma.com/upcomingevents.htm

FM WORLD | 5 MAY 2011 | 37

27/4/11 11:12:46

BIFM NEWS BIFM.ORG.UK

FM education: A qualification in FM can be beneficial to your career

a combination of mandatory and optional units ● You can start at a level to suit you – it is not necessary to work up through the levels ● You can customise the qualifications to suit you and your business needs ● All assessments are practical and work-based, so that they add value to you and your business ● They cover real need-to-know facilities management knowledge and skills ● BIFM recognised centres offer different ways of learning – face-to-face, evening classes and distance learning ● The qualifications are aligned with BIFM membership grades.

QUALIFICATIONS

ISTOCK

Benefits of FM education If you are unsure about the value of qualifications in FM, this case study from Barry Scott may convince you. Scott is the facilities manager at Netherhall School (a specialist sports college) in Cumbria. He was the first learner to be awarded his Level 5 Certificate after studying at the Xenon Group from May 2010, and passing in December. Here Scott tells us about why he decided the time was right for a qualification, and what it has brought him.

What was your reason for taking the qualification?

Although I have been in the job for a number of years I did not possess any formal FM qualifications, only awards relating to elements of the role such as health and safety. Additionally, I was due to be promoted and to manage a larger amount of staff. Therefore, I decided that the time was right to gain a qualification.

Have you put into practice new knowledge and/or skills?

The units on managing people and project management have been particularly useful, line managing cleaning staff and dealing with their union representatives has been made easier by the work done in that module. Project management has also been made easier by applying the principles learnt during that particular module.

How has achieving the qualification helped in your current role?

My confidence has increased, I am able to tackle issues in a more methodical and focused way, and all the units that I undertook have been useful in gaining a deeper understanding of the reasons for

38 | 5 MAY 2011 | FM WORLD

BIFM news.indd 33

KEEP IN TOUCH » Network with BIFM @ www.networkwithbifm.org.uk » Twitter @BIFM_UK » LinkedIn » facebook

i Take the next step, www.bifm.org. uk/qualifications 0845 058 1355 qualifications@bifm.org.uk

RECOGNITION AWARDS

carrying out a task in a particular way. I am also able to prioritise more effectively, analysing, delegating, and ensuring tasks are carried out swiftly and efficiently.

Would you recommend the BIFM qualifications to others?

Absolutely, it has made me aware of the complexity of the FM role and how to best apply the principles to my own organisation.

It has opened my eyes to so many opportunities to develop and enhance our service provision to the college.

Quick guide to BIFM Qualifications ● All qualifications come in three sizes – Award, Certificate, and Diploma ● Qualifications are built up from

Last chance to shine Nominations for the 2011 Recognition Awards close on 13 May, so make sure you enter or nominate now in the categories: ● Best BIFM Region of the Year ● Best BIFM Regional/Sig Committee Member of the Year

SOUTH WEST REGION PROFILE Chair: Gareth Andrews (Gareth Andrews Consulting) Key dates and events for 2011: 10 June: Quarterly Training Day, Bristol 13 June: SW Peninsular Networking Group, Met Office Exeter 15 July: SW Region Golf Day – Orchardleigh Golf Club, Frome 16 Sept: Sept Quarterly Training day, Bristol 25 Nov: Quarterly Training Day, Bristol Aims of the region The committee is passionate

about making the south west region the best possible region for members and is constantly striving to not only meet, but exceed expectations. It is working hard to plan, develop and deliver a diverse range of events to cater for all members.

Why join the region?

The region offers a three-tiered approach to events, incorporating regional networking groups, regional events and flagship quarterly training days of the highest calibre. The themes have included health and safety,

communication skills, sustainability and understanding hard services, all of which were topics identified by members as areas of interest. These events also give members the opportunity to meet and network with local BIFM colleagues.

On the social front it now has a well-established annual golf day in July. This event is held at Orchardleigh Golf Club in Frome.

Please contact Gareth Andrews gmahome@tinyworld.co.uk 07540 079978 or visit bifm.org.uk/bifm/ groups

www.fm-world.co.uk

27/4/11 14:14:14

Please send your news items to communications@bifm.org.uk or call 0845 058 1356

● Best BIFM Sector Forum and

Stephen Bennett is strategy director at the BIFM

BIFM COMMENT

Special Interest Group ● Best BIFM Member of the Year ● Best Corporate Supporter of

ON REFLECTION

BIFM ● Best Rising FM of the Year.

Winners will be announced at the annual Members’ Day and AGM, to be held at the British Library in London on 30 June. i To enter, complete the entry form (bifm.org.uk/recognition2011) confirming your interest and indicating the award category.

Full details are at bifm.org.uk/ recognition2011, or contact Sandra Light at FMevents on 0141 639 6192 or email sandra@fmevents. biz. To register for the Members’ Day and AGM go to surveymonkey. com/BIFM_MembersDay

SPECIAL INTEREST GROUP

Catering and hospitality The recently launched Catering and Hospitality Sig is now open to BIFM members. The purpose of the Sig is to bring together members of the institute who are working in, or have a professional interest in expanding their knowledge of catering and hospitality services. Members will benefit from an annual programme of complimentary, topical and educational events. The Churchill War Rooms is to host the next event on 17 May, where industry professionals will be addressing the challenge How to Embed Sustainability into a Catering Business. i To become a BIFM member contact membership@bifm.org.uk or call 0845 058 1358. If you are already a member and would like to join this Sig, go to the ‘update my preferences’ section on the BIFM website, and select the Catering and Hospitality Sig. You will be notified of Catering and Hospitality Sig news and also sent information on events.

www.fm-world.co.uk

BIFM news.indd 34

‘ve been reflecting on opportunities for professional development at the recent Th!nkFM conference and at the forthcoming Facilities Show. The use of poetry at the conference caught my ear and started a line of thinking about mind-setting, comparison and contradiction in reflective practice.

Mind-setting through mediums such as poetry can help to change our practice whatever our role. A line from The Calf-Path by Sam Walter Foss (1858-1911) provides a reminder that change is possible, and current ways of working are sometimes based on no more than mindless routine: “For men are prone to go it blind/Along the calf-paths of the mind”.

Indeed, an alternative concept to mind-setting is mindfulness, which can have immense value. Mindfulness can be defined as being able to observe when emotions and thoughts become active in the brain. This is one reason for seeking to master our minds. The concept of mindfulness can be extended to knowing oneself and knowing others, both people and ideas, in order to be successful. Indeed, taking responsibility as a human being, whether for our own professional development or something else in life, can be seen as a state of mind.

There is a rich variety of interpretations of what may constitute reflection and comparison. However, the key stages in the reflective process are a continuous loop of planning, acting, dealing with evidence, and reflecting; it’s about both ideas and action.

Distinguishing reflection-in-action from reflection-on-action is important as it differentiates knowing-in-action from retrospective stopping and thinking. Reflection can be a form of single loop learning, which is relatively routine, or double loop learning that is more complex and future oriented. Reflection can be seen as fundamentally about comparison with one’s own experience and what others think, either through conversation or through written information. Consequently it’s partly a social process. Some would argue that comparison is a fundamental way of thinking. Comparisons are about looking for similarities and differences, which may lead to possibilities for change.

Looking for contradiction can provide the basis of a reflexive strategy. Contradictions are typically tensions between views of the world. Contradiction may lead to conflict, uncertainty or innovation. Some advocate turning one’s back on the extremes of two opposed positions and overwhelming them with compromise, although transcending them is preferable. Contradiction and conflict can result in feeling uncomfortable. However, this can be beneficial if a supra-rational approach is taken, where the rational and other facets of our being are brought together.

The process of reflection and action are a sound basis for professional development. This is vital for members, volunteers and staff, and for the BIFM in order to further the aim of professionalising the FM industry and itself as an institute.

I

“THE PROCESS OF REFLECTION AND ACTION ARE A SOUND BASIS FOR PROFESSIONAL DEVELOPMENT. THIS IS VITAL FOR MEMBERS, VOLUNTEERS AND STAFF, AND FOR THE BIFM AND THE INDUSTRY”

FM WORLD | 5 MAY 2011 | 39

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BIFM NEWS BIFM.ORG.UK

Claire Blake: Racing for ActionAid in November

CHARITY

FM races for ActionAid Claire Blake, facilities manager for CBRE, and committee member of the BIFM Rising FMs Sig is taking part in Africa’s biggest race – the Great Ethiopian Run. The 10k race takes place in November, and last year around 35,000 runners took part.

Blake will be running for the charity ActionAid, which was founded in 1972 and has been fighting poverty worldwide for over 30 years. In 2003, ActionAid’s work reached almost 13 million people in Africa, Asia and the Americas.

The visit will take Blake straight to the heart of Ethiopia to see how ActionAid’s work really makes a difference to people’s lives, and experience how ActionAid has helped a small community build its way out of poverty, and meet those who have benefitted from this work. i To sponsor Claire and help her reach her target of £2,300 go to www. myactionaid.org.uk/claireblake/ great-ethiopian-run-2011

REGION QUALIFIER

Midlands region golf qualifier Entries are invited from corporate and individual members for this year’s BIFM Midlands region golf day. The event takes place on Thursday 16 June at Collingtree Park Golf Club, Northampton (just two minutes from junction 15 of the M1).

The championship course at Collingtree Park has played host to major tournaments including The British Masters and the PGA Euro Pro Tour.

40 | 5 MAY 2011 | FM WORLD

BIFM news.indd 35

BIFM TRAINING C L I M AT E C H A N G E A N D T HE IMPAC T ON F M

he two recent winter cold snaps have highlighted the variability of the weather with the cost to the UK economy estimated to be in the billions. Still, the long term climate still shows a consistent upwards trajectory, and with the first reporting period for the Carbon Reduction Commitment approaching, climate change and how organisations can demonstrate their ability to reduce emissions and adapt to the weather’s variability is still very much on the agenda.

Current research suggests that clients with robust energy efficiency measures for their buildings (Display Energy Certificate rating) or badges (BREEAM) command higher rental and sell values therefore an increased yield. Energy Efficiency (carbon reductions) has become a market expectation and, as such, poor performing buildings will have a lower asset value. Display Energy Certificates (DECs) will be required from 2012 for all commercial buildings over 1,000 sq m and must be updated annually. They show the energy performance of the building as a carbon dioxide based index, and give the building a rating from ‘A’ (very efficient) to ‘G’ (least efficient) which will be publicly available.

On the plus side, financial incentives from the government are in place for renewable energy technologies. Care must be taken when implementing these technologies as recent studies have shown efficiencies can fall below 15 per cent if not correctly assessed and installed.

The pressure on FMs to manage these changes effectively in the face of rising costs and public awareness is immense. Costs for energy are anticipated to increase by 40 per cent over the next decade and insurance costs are expected to double due to increased risks from weather variability.

The key is to develop an active risk profile of the climate change pressures affecting your business, and mechanisms to manage the risk with the financial means in place. The cost savings that can be generated can be surprising, and can also help to promote a different perception of the business to the workforce and wider stakeholders.

T

The day will start at 8am with bacon rolls, tea and coffee. Tee times start at 9am, and at 3.30pm there will be a two-course meal, followed by prize giving. It is £55 per person to enter, or £250 for corporate teams of four.

This event is the regional qualifier for the 2011 BIFM Golf Final to be held in September at Forest Pines Golf Club, Lincolnshire.

The top four highest individual member’s scorers will go forward to the national finals to represent the region as a team, along with the region’s corporate team winners should they wish to participate.

The region are also seeking sponsors or the donation of prizes for the highest individual score, highest team score, longest drive, nearest the pin and the fee to send the winning team to the final. i For further details contact Lynne Hemani, lynne@fmguru.co.uk, 01908 282915. www.collingtreeparkgolf. com

REGION QUALIFIER

Scottish region golf qualifier The 2011 Scottish Region golf event will be played at the Renfrew Golf Club on 26 May 2011. The cost will be £60 and further information on the event and venue can be obtained by emailing bill. anderson@telerealtrillium.com or calling 01977 598914.

i If you need further guidance in this area, consider attending BIFM Training’s Climate Change – The Impact on FM course, which next runs on 22 June 2011 in central London. For more information or to book a place contact BIFM Training on 020 7404 4440, email info@bifmtraining.co.uk or visit our website www.bifm-training. com

www.fm-world.co.uk

27/4/11 14:14:33

FM DIARY NATIONAL BIFM EVENTS 26 May WiFM Forum - Networking Skills Venue: TBC Contact: Liz Kentish on coach@ lizkentishcoaching.co.uk or call 07717 787077 30 June BIFM Members’ Day and AGM Venue: British Library Conference Centre Contact: Karen Weeks on 0845 058 1356 or email communications@ bifm.org.uk 24 August WiFM Social Event Venue: London Contact: Liz Kentish on coach@ lizkentishcoaching.co.uk or call 07717 787077 21 September WiFM Forum - FM and Organisational Change Venue: TBC Contact: Liz Kentish on coach@ lizkentishcoaching.co.uk or call 07717 787077 10 October BIFM Awards Venue: Grosvenor House Hotel Contact: Sandra Light on 0141 639 6192 or email Sandra@fmevents.biz LONDON REGION 5 May Communication and Relationships masterclass Venue: Food Standards Agency Aviation House, 125 Kingsway, London Contact: Sajna Rahman on 07827 306041 21 June London region Golf day Venue: Highgate Golf club.

Contact: Don Searle on Don@c22. co.uk or call 020 7821 1134 SCOTTISH REGION 26 May Scottish Region golf event Venue: Renfrew Golf Club Contact: bill.anderson@ telerealtrillium.com or call 01977 598914 MIDLANDS REGION 30 June What makes a world-class reception?

Venue: Office Depot, Leicester Contact: dave.bright@halfords.co.uk or call 07808 573854 HOME COUNTIES REGION 24 May BIFM Home Counties www.fm-world.co.uk

Diary.indd 37

Send details of your event to editorial@fm-world.co.uk or call 020 7880 6229

Case Study of PepsiCo’s catering revolution A superb opportunity to get a great understanding of how PepsiCo, an international brand, went about selecting their chosen catering service provider.

Venue: PepsiCo International, 1600 Arlington Business Park, Theale, Berkshire Contact: ash@fm-recruitment.co.uk or call 01635 43100

Contact: dave.barrett@ ordnancesurvey.co.uk or call 023 8005 5036

6 July BIFM Home Counties and Southern Regional Golf Qualifier Venue: Sherfield Oaks Golf Course, Basingstoke Contact: csorbie@temco-services. co.uk or call 07908 711964

17 May How to Embed Sustainability in a Catering Business Venue: Churchill War Rooms, London Contact: Paul Greenwood on catering@bifm.org.uk or call 07795 011399

6 July BIFM Home Counties and Southern Regional Golf Qualifier Venue: Sherfield Oaks Golf Course, Basingstoke Contact: csorbie@temco-services. co.uk or call 07908 711964 SOUTH WEST REGION

NORTH REGION 10 May Sheffield/South Yorkshire networking group: Bolsover District Council Venue: Bolsover District Council, Sherwood Lodge, Oxcroft Lane, Bolsover Contact: i.ellison@shu.ac.uk or call 07595 933 219 2 July North Region Ball Venue: Hilton Hotel, Manchester Contact:Steve Roots at northball@bifm.org.uk or call 0161 819 7600 EAST REGION 24 May BIFM East Region visit and presentation: State of the art Secure Data and storage of Critical Venue: RECALL Secure Data and Storage Centre, Hoddesdon, Hertfordshire Contact: stuart.harris@ worleyparsons.com or call 07717532720 23 June East Region Golf day Qualification Venue: To be confirmed Contact: Graham Price at g.price@ forumevents.co.uk 3 July East Region Cricket Challenge Venue: Great Hyde Hall, Hertfordshire Contact: Graham Price at g.price@ forumevents.co.uk SOUTH REGION 17 May From House to Home – using property and FM as a strategic business tool Venue: New Ordnance Survey building, Southampton

10 June South-west Region June Training Day

Venue: Hilton Bristol Hotel, Aztec West, Bristol Contact: joanne.bartlam@telereal trillium.com or call 07808 908052 15 July South-west region 2011 Golf Day Venue: Orchardleigh Golf Club Frome Contact: Gareth Andrews on gmahome@tinyworld.co.uk or call 07540 079978 9 September South-west Region September Training Day Venue: Hilton Bristol Hotel, Aztec West, Bristol Contact: joanne.bartlam@ telerealtrillium.com or call 07808 908052 25 November SW Region November Training Day Venue: Hilton Bristol Hotel, Aztec West, Bristol Contact: joanne.bartlam@telereal trillium.com or call 07808 908052

with 1000s of leading professionals Venue: NEC Birmingham Contact: www.thefacilitiesshow.com for full details 24 May SCRI Forum This is the fourth in a series of Building Information Modelling (BIM) related SCRI Forum events.

Venue: The Old Fire Station, The University of Salford Contact: k.m.west@salford.ac.uk 23-25 May EuroFM Conference: Cracking the productivity nut Venue: The Vienna University of Technology, Vienna Contact: www.eurofm.org 14-15 June Public Procurement Show The BIFM is an event partner at the Public Procurement Show Venue: ExCeL London Contact: karen.weeks@bifm.org.uk or call 0845 058 1356.

Register now at www. publicprocurementshow.com 23 June World FM Day The third annual celebration.

Venue: UK-wide events, and primary BIFM event Contact: Karen Weeks at communications@bifm.org.uk 23 June Green and Keen Cleaning Workforces, British Institute of Cleaning Science inaugural education conference Venue: Manchester United Football Stadium, Old Trafford, Manchester Contact: conference@bics.org.uk or call Alyson Rogers on 01825 714329 13-15 September Recycling & Waste Management (RWM) exhibition Venue: NEC Birmingham Contact: Visit www.futuresourceuk. com for more details

INDUSTRY EVENTS 5 May futurewireless 2011 Venue: Jones Lang LaSalle, Hannover Square, London.

Contact: Visit www.unwired.eu.com/ futurewireless2011.html for details

11-12 October Total Workplace Management Venue: London Olympia Contact: Karen Weeks at communications@bifm.org.uk

11 – 13 May British Council for Offices Conference 2011 Venue: Geneva Contact: Visit www.bcoconference. org.uk for more information

18 October Workplace Trends conference Venue: Allen & Overy, One Bishop’s Square, London Contact: For more details email maggie@merlin-events.co.uk

17-19 May The Facilities Show Organised in association with the BIFM, the facilities show is the ideal place to meet face-to-face

24-25 November IFM Congress Venue: Vienna University of Technology Contact: kongress@ifm.tuwien.ac.at FM WORLD | 5 MAY 2011 | 41

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FM PEOPLE MOVERS & SHAKERS

BEHIND

THE JOB How did you get into facilities management?

My career commenced in construction project management, leading package teams on a number of high profile projects and eventually specialising in facades and structural glazing. I have been very fortunate to have this experience interspersed with periods working in estates and facilities management in both the NHS and education.

NAME: Andrew Lawley JOB TITLE: Head of estates and facilities ORGANISATION: Sandwell NHS Primary Care Trust JOB DESCRIPTION: Professional and corporate lead on all estates and facilities management for the PCT. Lead estates team on maintenance and facilities service provision for over 30 sites including freehold, leasehold, LIFT and third party developments.

What attracted you to the job?

Change of direction from profit focus of construction project management to doing something of benefit for people in need. While the construction industry still holds a significant interest for me, I have always held a fascination for how buildings go on to serve the purpose and users they were designed for. My current post not only allows me to achieve this but enables me to significantly influence the design and specification of the new estate.

What single piece of advice would you give to a young facilities manager starting out?

Spend time working with those who design, specify and construct for a while, understand their short cuts and value engineering tricks. You’ll then understand why and where your facilities problems are going to occur often before they are evident.

What’s been your career high-point to date?

There have been some fairly major high points managing challenging projects to completion on time and turning a profit; but the greatest to date has to be winning double award recognition at the BIFM and PFM 2010 awards for the PCT’s Shifting Sands project.

ON THE

MOVE Changing jobs?

Tell us about your new role and responsibilities.

Contact Natalie Li Natalie.Li.@fm-world.co.uk

Compass Group UK & Ireland has appointed Robin Mills (pictured) as managing director for Chartwells, the group’s education sector catering service.

Paul Galvin has also been appointed as finance director for Compass Group UK & Ireland.

DTZ has appointed John Dony to the position of regional facilities manager covering the west midlands. He joins DTZ from CBRE in Bristol where he managed 25 properties across the south west.

www.fm-world.co.uk

38_People and jobs.indd 61

If you could give away one of your responsibilities to an unsuspecting colleague, what would it be?

Rent reviews; you’ve done one, you’ve done a million!

Absolutely bore me to tears. I think I might just let the next one go to adjudication just to break the monotony.

If I wasn’t in facilities management, I’d probably be…about to retire from the navy. It was a serious consideration after A levels but I settled for satisfying my love for the sea in a much more leisurely manner, weekend sailing in Cardigan Bay. How do you think facilities management has changed in the last five years?

I think the profile has continued to be raised. As finance has increasingly become tighter, management teams have really woken up to the overhead of estate and started to realise it’s not just a fixed cost burden but can start to make a real contribution if used more efficiently.

What single piece of advice would you give to a young facilities manager starting out?

Spend time working with those who design, specify and construct for a while, understand their short cuts and value engineering tricks. You’ll then understand why and where your facilities problems are going to occur often before they are evident.

Do your friends understand what facilities management is? What about strangers?

Friends in and around the construction industry do, others think it is about cutting grass!

Janice Gillan, (pictured) a senior catering manager within NHS Ayrshire & Arran, has been elected chairman of the Hospital Caterers Association.

Sodexo has appointed Grahame Hart to the newly created role of business development director for its corporate services division.

Graysons Restaurants has appointed Sarah Horsley as financial controller.

Horsley joins Graysons from Tenovus where she was head of finance.

Matt Fulford (pictured) has joined carbon reduction company Sustain as head of buildings.

He joins from consultancy EC Harris where he headed up sustainability, advising clients on their sustainability strategies.

Tom Welland has been appointed commercial director for Fireco, focusing on the company’s expanding building consultancy division that specialises in delivering a wide range of effective solutions to the facilities management sector.

FM WORLD | 5 MAY 2011 | 43

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Appointments

Call Norman Cook on 020 7324 2755 or email jobs@fm-world.co.uk For full media information take a look at www.fm-world.co.uk/mediapack

Find your ideal FM job at www.fm-world.co.uk/jobs for all the latest vacancies please visit the FM World job board. To advertise on fm-world.com contact Norman Cook on 020 7324 2755

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fm-world.co.uk/jobs 44 | 5 MAY 2011 | FM WORLD

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XXX D DP VL

Procurement Account Manager, London, to ÂŁ35,000 plus package A procurement consultancy requires an account manager to manage the tender process of core facilities management services, from inception to contract award, on behalf of their clients. This includes the creation of tender documentation, analysis of tender proposals and making recommendations to clients. The aim is to offer smaller clients the opportunity to buy FM services at bulk rates. MCIPS or MBIFM is preferred with experience of FM operations and procurement, e-auctioning and contract negotiation advantageous. CVs to russell@c22.co.uk

Facilities Manager, London, to ÂŁ37,000 to ÂŁ40,000 plus beneďŹ ts A professional services company require an FM to manage facilities services at their plush London ofďŹ ces and a number of small regional sites across Southern England. You will have a small in-house team to manage and be responsible for other hard and soft FM contractors. Candidates must have a recognised H&S qualiďŹ cation, be proďŹ cient at DSE assessments and have excellent customer services and communication skills. CVs to russell@c22.co.uk

Facilities Manager, Aberdeen, ÂŁ40,000 - ÂŁ45,000 The Facilities Manager is to manage all onsite resources associated with the business contract while supervising the FM team. You will act as the â&#x20AC;&#x2DC;hands onâ&#x20AC;&#x2122; focal point for all customer requests and queries for all FM services (mainly soft services), ensuring they are delivered to the agreed contract speciďŹ cation. You must have a proven and signiďŹ cant track record management within FM contracts in a similar position and a good working knowledge of H&S. A technical background and a qualiďŹ cation in H&S would be a clear advantage. CVs to ed@c22.co.uk

The Middle Eastâ&#x20AC;&#x2122;s leading retailer now hiring!

M.H.Alshaya Co., is a leading international franchise operator for over 55 of the worldâ&#x20AC;&#x2122;s most recognized retail brands, including Starbucks, H&M, Mothercare, Debenhams, American Eagle, Pottery Barn, Pottery Barn Kids, P.F. Changâ&#x20AC;&#x2122;s, Office Depot and Boots. The company operates 2000 stores across 15 countries.

We require experienced Facilities Manager and a Project Manager. We want to meet you.

Deputy FM, Canary Wharf, London, ÂŁ26,000 A successful FM service provider seeks a Deputy FM to support the FM in the delivery of operations while acting as a key point of contact in a customer facing FM team. You will be responsible for effectively managing and coordinating reception staff, contractors and supplier / contractor activities to ensure the effective and efďŹ cient delivery of support services in a corporate environment.

Other duties will involve supporting the FM with H&S matters, ofďŹ ce moves and space planning. CV and cover letter to steve@c22.co.uk closing date 13th May.

providing quality people

Leeds 0113 242 8055 London 020 7630 5144

We are looking for: s &ACILITIES -ANAGERS n !3 s 0ROJECT -ANAGERS n !3

To apply to our positions please visit our website, www.alshaya.com

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Assistant Director of Estate and Facilities Management (Facilities)

Facilities Manager/ Head of Administration

from ÂŁ46,696 to ÂŁ54,133 per annum

Library

The Assistant Director of Estate and Facilities Management (Facilities) will have a lead responsibility for all aspects of facilities management (FM) policy and strategy and will be responsible for the planning, development and co-ordination of FM services across all university sites and buildings.

The successful applicant will be qualiďŹ ed to a professional level or have equivalent knowledge gained via substantial vocational and management experience as well as signiďŹ cant recent senior staff and operational management experience within a complex, multi-site organisation.

A widespread awareness and understanding of the activities and objectives of the university would be an advantage.

This appointment is full-time, permanent Grade 7 â&#x20AC;&#x201C; ÂŁ36,862-ÂŁ45,336 per annum

Ref: ES5005 - Closing date 24 May 2011

Closing date: 19 May 2011

For more information call 01273 642849 or visit www.brighton.ac.uk/personnel

To apply please visit www.reading.ac.uk/Jobs or contact Human Resources, University of Reading, Whiteknights, PO Box 217, Reading RG6 6AH. Telephone +44(0)118 378 6771 (voicemail)

The University of Reading Library at Whiteknights is a large building on six floors (plus a basement). It is one of the busiest buildings on the Whiteknights campus, with thousands of user visits daily and an average of 600 occupants daily during term. Built in 1964, an extension was added in 1986. The building contains just over 11,000 square metres of floor space. Part of the 1st Floor was redeveloped as S@iL (Student Access to Independent Learning) in 2001/02.

Further redevelopment of parts of the Ground and 1st Floors took place in 2007.

We are seeking a Facilities Manager and Head of Administration whose responsibilities will include building management and maintenance, health and safety, risk management and business continuity, inventory management, some service provision and management of aspects of the Libraryâ&#x20AC;&#x2122;s procurement and administration.

Please quote reference number PM11018 Working for equality of opportunity

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FM New appoints 050511.indd 45

We value a diverse workforce and welcome applications from all sections of the community

FM WORLDâ&#x20AC;&#x201A;| 5 MAY 2011â&#x20AC;&#x201A;| 45

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FINAL WORD FELICITY MESSING

FELICITY

MESSING

EGGSTASY A frenzy of photographers, street parties and truly royal hangovers will be the leitmotif of Easter 2011. I am fond of a good old-fashioned ‘knees up’, whatever the occasion, especially when it gives me the opportunity to get my frilly blouse on.

But in all the madness, we risk losing sight of the true message of Easter time – chocolate. I love chocolate, possibly more than life itself. Really, if I had to choose between life and chocolate, it would be chocolate.

If I could have a limb surgically removed and replaced with one made of chocolate, I would do it. I have often wondered, in an idle moment, if my office furniture could conceivably be made of chocolate. With the right innovation and financial investment, appropriate cooling systems could make this workable.

I’ve heard Easter is also about celebrating re-birth and renewal. I think this is a load of old tosh. What’s that got to do with edible ovoids made of 65 per cent cocoa solids? How does that explain the untrammeled ecstasy of finding a packet of chocolate buttons nestling among the broken shards of said ovoid, upon broaching its hard but ultimately yielding shell? Well?

POURING COLD WATER ON PARTY PLANS Well, did you or didn’t you... celebrate the royal wedding? If you are a facilities manager of a community centre in Rhondda Cynon Taf, you were positively encouraged to arrange parties at community centres to ‘celebrate HRH Prince William and Kate’s big day’ as an alternative to a dangerous street environment. I guess you would also have been required to charge for the privilege, whereas local communities would probably have preferred utilising the free infrastructure.

As reported in the previous issue of FM World, an FM 100 Poll found that only six per cent of FMs said they would decorate their offices, with one candid respondent saying: “On a personal level and not being a royalist, it’s just another day off to me, so I

will not be putting up any decorations either.”

So, it seems that our sector didn’t embrace the Prime Minister’s urging to ‘bring out the bunting ...and celebrate the great things about our country’.

But he did prompt most of the national press to get in a lather about interference of jobsworths regulating street parties by taking a swipe at local authority bureaucracy.

I recall it was only a few months back that the Health and Safety Executive published a poster to ‘retire the myth’ that ‘Health and Safety’ has gone mad’. Well, it looks like the myth has come out of retirement pretty quickly – like so many other retirees whose pensions have gone south in the recession.

TRUTH IN MEANING Keen sense of humour: Has a vast repertory of dirty jokes.

Expresses himself well: Speaks English.

IN THE NEXT ISSUE OUT 19 MAY

A LOOK AT RBS’S JOURNEY TOWARDS INTELLIGENT WORKING /// FM WORLD ROUNDTABLE DEBATE ON CATERING /// THE NEW HMRC INSPECTION REGIME FOR RECORDS MANAGEMENT /// DEVELOPING AN IT STRATEGY FOR FM/// ENERGY AND SUSTAINABILITY SUPPLEMENT /// UPS POWER PROTECTION /// ENVIRONMENTAL ‘RETROFITTING’/// NEWS & COMMENT

46 | 5 MAY 2011 | FM WORLD

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HOT DATES planning your future with us

“

Perfect pitch, pace, everything - content did it for me!

A balanced and structured approach to FM strategy, good fun and I’m happy with the way the course went. It led me to think differently about a project I am currently working on - Head of FM, Lewis Silkin LLP [Ref. The FM Business School]

”

JUNE COURSES 7-8 7-9 8-9 14-15 21-23 21-22 22 28-30 29-30

Managing Relocation, Fit-Out & Move Team Leading - ILM Level 2 Award in Team Leading Display Screen Regulations & Risk Assessment (IEHF accredited) The Essentials of Property Management Understanding FM Foundation - (optional) ILM Level 3 Award or Certificate in FM Disaster Recovery & Business Continuity Climate Change - The Impact on FM The FM Business School [Advanced] Health & Safety Regulations

+44 (0)20 7404 4440

Telephone info@bifm-training.co.uk | www.bifm-training.com

Follow the best FM career path Take the fast track with the BIFM today.

Whatever your position in facilities management, joining the BIFM can send your career in the right direction. Our extensive targeted training and recognised professional qualifications can give you a clear path through to the top of your profession. As well as qualifications, our dedicated BIFM Training division offers over 40 different interactive short training courses.

You also get Good Practice Guides and updates on key FM issues in our fortnightly FM World magazine.

BIFM is a recognised Awarding Body and sets the national standards for FM competencies. As a member, you also get the chance to learn through the BIFM’s extensive local, regional and international network of expertise and events. So why not follow in the footsteps of our 12,000 plus existing members and join today?

BIFM career path NEW 186x123.indd 1

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T: 0845 058 1358 E: membership@bifm.org.uk www.bifm.org.uk

2/8/10 12:14:16

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We can turn you on. Quickly.

When a loss of power means you can’t do the business, you can trust MEMS to get you up and running again.

Specialists in power generation, we know how damaging an outage can be; that’s why 24 hours a day, 365 days a year, we guarantee an unrivalled response to emergency requests for temporary power.

In fact, we can be on site in under two hours*, so you’ll be fully functioning in no time at all.

MEMS: power to you.

08452 230 400 | www.memsgen.co.uk *Data provided by independently audited source.

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