Event Overview A Result Based Approach for Facility and Property Managers! Performance Management in Facilities and Property Management is about more than just KPI’s (Key Performance Indicators). You can improve performance by implementing strategic management practices in all aspects of your responsibilities at the local, regional or global level in addition to developing and implementing effective Key Performance Indicators and measurements methods. The Program is a series of sessions, each building on your existing Facility Management services and competencies in areas that are crucial to success. Each session provides insight and practical approaches to manage and improve performance. Leverage the fundamentals you already know and learn how to implement leading practices and practical tools and techniques that maximize value and improve results. Use these practical techniques to drive performance from yourself and the staff, systems, suppliers and contractors you rely on to deliver services and manage your facilities or buildings.  This program introduces leading performance management and KPI approaches that provide true management benefits, not simply measures that penalize. The program also helps you to implement a performance management framework that delivers results and drives the right behavior instead of measures and indicators that simply penalize failure and develop into a game. This includes strategies to develop better relationships and synergies with your suppliers.

Download PDF Brochure November 10-12, 2008, Dubai Event Overview Who Should Attend Benefits of Attending Seminar Outline About the Seminar Leader Venue and Pricing Register

Who Should Attend

Any Facility, Property or Real Estate Professional who wants to improve performance using innovative strategies and performance management techniques that leverage what they already know to drive improved performance. This includes:

• Facility Managers and Property Managers
• Facility Contract Managers and Stay-Back team members
• Operations Management Professionals
• Senior Regional and Global Facility and Property Management professionals
• Contractors and Outsourcing Service Providers
• Developers and Owners

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• Better management of internal resources and subcontractors or outsourced providers
• More management information you can use for decision making that gets results
• Enhance your communications and customer service strategies to improve services
• Leverage your existing processes, procedures, suppliers and staff to improve effectiveness
• Learn leading practices for transforming Key Performance Indicators from simply measuring failure to managing performance for both your suppliers and staff.
• Get better suppliers by focusing on operational requirements and effective evaluation techniques during procurement processes combined with effective performance management techniques

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Strategy in Facility and Property Management

• Leveraging what you have – building performance strategy into existing processes and practices
• “Thinking into the Corners” – how to eliminate filters and improve strategic thinking
• Promote performance with a Mission, Vision & Values for the FM / PM department
• Strategic Planning processes to improve results
  

Performance Management: Optimizing Performance

• Move from measurement to management
• Influencing behaviors and performance
• Service Providers
• Staff / internally delivered services
• Developing the performance management framework
• Establishing your Key Performance Indicators
• Managing performance
  

Leveraging Management Information for Performance

• Maintenance and Repair information
• Call Centre request information
• Facility Condition information
• Customer Satisfaction information
• Systems & Processes
• Reporting
• Switch from data to information
  

Outsourcing / Out-Tasking / Subcontracting

• A Performance Management approach to suppliers
• Developing a strategy – outsource, out task or subcontract
• The framework elements for an ideal contract and procurement framework
• Evaluating & Selecting the best supplier for performance
• Implementation for success
• Ongoing performance measurement and management

Supplier Relationship Management

• Modern Contract Management principles
• Consistency and predictability
• Tools and techniques for getting performance
• Managing the relationship
  

Customer Service

• Communication, promotion and setting expectations
• Managing customer relations
• Measuring results and taking action
• Training suppliers and staff
• Take the walk of the “VIP” to improve services
  

Facility Cost Allocation (A Chargeback Model)

• Managing Cost decisions In the corporate environment
• Getting results without Charging Back
• Establishing costing approach
• Implementation / Communications
• Changing behavior
  

Communications

• Communication is about getting what you want and supporting performance
• Strategic communications principles for FM and PM professionals
• Written (memos, business cases, public notices)
• Presentations
• Newsletters (for facility occupants / tenants)
• Communicating information and results for success.
  

Developing Key Strategic Management Skills and Processes

• Leadership
• Management
• Knowledge transfer
• Leveraging colleagues and staff
• Working with a regionally or globally distributed team

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Mr. Michel Theriault, RPA

Michel has over 18 years of senior in-house and outsourced Facility / Property Management experience within a corporate environment as well as project and consulting experience. Clients benefit from this wide range of experience to help solve problems, improve services and reduce costs using best practices gained from experience as an industry professional and as a service provider.

Michel has worked with, developed and implemented leading performance management frameworks as well as successfully improving processes, driving new supplier relationship management techniques and improving results in FM operations.

He has managed project based initiatives, front-line operations and staff functions. He draws on his experience and success on the supplier and client side of managing FM services in large portfolios, including outsourcing, contracting and supplier management.

He has managed facilities in-house and with a large professional FM outsourcing company in addition to experience as a service contractor. He has written large successful outsourcing proposal responses, developed RFP documents for clients, transitioned new services, implemented organizational change, developed Service Level Agreements, Performance Management systems and chargeback models, improved customer service, assessed services and developed business strategy.

He has extensive experience in all aspects of Facility Management as well as winning numerous awards for excellence and customer service for his operations. He has delivered workshops for clients and seminars for local and international associations and organizations. He has written about strategic approaches to managing facilities in numerous Facility and Property Management magazines in North America.

Michel holds a Bachelor of Technology Degree in Mechanical Engineering as well as the RPA (Real Property Administrator) designation from BOMI (Building Owners and Managers Institute). He also Won seven BOMA awards including the Toronto Pinnacle Award, Earth Award, Building of the Year and 5 Certificates of Excellence. Michel is also a member of the Canadian Association of Management Consultants.

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Venue: Crowne Plaza Hotel, Dubai, UAE

Fees: USD 2100/- per delegate

Early Bird Discounts:

Register for USD 2000/- on or before October 10, 2008 and get USD 100 OFF!

Register for USD 1900/- on or before September 10, 2008 and get USD 200 OFF!

Group Discounts:

Register 3 delegates from your organization and the Fourth goes FREE!

In-house Option:

This course can also be delivered as In-house / On-site option. Please contact us if you have a group of employees to be trained at a location of your choice.

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