Contract Management for Facility and Maintenance Services

Introduction

Cleaning, security, catering, building maintenance, landscaping, waste management and integrated facilities management contracts keep organisations running every day. Although individually routine, these services are high in volume and visibility, and poor contract management quickly shows in dirty buildings, broken equipment, unhappy occupants and rising costs.

This Contract Management for Facility and Maintenance Services training course provides practical tools for specifying, procuring and managing facility services contracts. Participants learn how to write output specifications, choose between single-service and integrated models, design service levels and key performance indicators, structure payment and incentive mechanisms, manage helpdesks and reactive maintenance, and drive continuous improvement.

The course is designed for both client-side facilities teams and service providers.

Course Objectives

By the end of this training course, participants will be able to:

• Explain the range of facility and maintenance services and delivery models
• Write clear input and output specifications for services
• Design service levels and key performance indicators
• Structure payment mechanisms, deductions and incentives
• Manage planned and reactive maintenance under contract
• Run effective helpdesk and performance reporting processes
• Manage service provider relationships and performance reviews
• Drive continuous improvement and value for money

Target Audience

This training course is suitable for a wide range of professionals, including:

• Facilities managers and estates managers
• Contract managers for facility services
• Procurement professionals
• Service provider account managers
• Maintenance managers
• Property and asset managers

Training Methodology

The course uses sample specifications, performance reports and payment mechanisms. Participants write an output specification, design key performance indicators and deductions, analyse performance data, run a simulated service review meeting and develop an improvement plan for a case study contract.

Target Competencies

• Service specification writing
• KPI and service level design
• Payment mechanism design
• Maintenance contract management
• Service review facilitation
• Continuous improvement

Day One: Facility Services and Delivery Models

• Hard and soft facility services explained
• In-house, single-service and bundled delivery
• Integrated facilities management contracts
• Total facilities management and managing agent models
• Choosing a model based on organisational needs
• Lessons from facility services contracts
• Exercise: selecting a delivery model for a case study

Day Two: Specifications and Service Levels

• Input and output specifications compared
• Writing measurable output specifications
• Service level agreements and response times
• Designing balanced key performance indicators
• Customer satisfaction and occupant feedback measures
• Avoiding unmeasurable or perverse indicators
• Workshop: writing an output specification

Day Three: Payment and Commercial Mechanisms

• Fixed price, schedule of rates and cost plus payment
• Performance deductions and service credits
• Incentives, gain share and bonus mechanisms
• Indexation and annual price reviews
• Managing extra works and variations
• Open book arrangements and cost transparency
• Exercise: designing a payment and deduction regime

Day Four: Managing Maintenance and Operations

• Planned preventive maintenance programmes
• Reactive maintenance and priority categories
• Helpdesk operation and work order management
• Asset registers and lifecycle replacement planning
• Statutory compliance and safety inspections
• Using computer-aided facilities management systems
• Workshop: reviewing maintenance performance data

Day Five: Relationships, Reviews and Improvement

• Governance structures for facility services contracts
• Monthly performance reviews and reporting
• Managing underperformance and corrective actions
• Innovation and continuous improvement plans
• Benchmarking costs and service quality
• Simulation: a service provider performance review
• Personal action plan for facility contract management