Quality is one of the five cross-functional competencies (communication, sustainability, quality, innovation, and collaboration) in the ProFM Body of Knowledge. These competencies describe the behaviors, attributes, and underlying knowledge necessary for FM professionals to facilitate the application of core technical knowledge and skills.
Definition: Quality produces results or provides services that meet or exceed the organization’s standards or requirements. It involves ensuring that one’s own and others’ work and information are complete and accurate and includes developing and executing strategies to improve work processes and efficiencies.
A commitment to quality is evident in all aspects of a facility manager’s performance. Facility managers design project and operations and maintenance work processes and evaluate those processes to assure quality standards. A quality-minded facility manager is never satisfied with the status quo and is always curious about the potential for improvement. They use knowledge and skills related to identifying and analyzing quality problems and possible solutions. It also calls for systems thinking—understanding that a facility, a workplace, a process, or a team is composed of multiple pieces that interact and may be interdependent. Quality solutions must reflect this complexity.
Continuous improvement can serve as a driving force in every decision about facility design and operations. The basic principles of quality management and quality tools should be used by facility managers to improve facility projects and operations.
Key Concepts:
- Definitions of quality and quality management.
- Quality vs. Grade.
- Benefits of quality management system.
- Plan, do, check, act (PDCA) model.
- Quality management theory.
- Total quality management (TQM) principles.
- Quality standards and certifications.
- Seven management tools.
- Seven quality tools.
- Steps to deliver quality FM.
Quality Proficiency Indicators (Task Statements)
- Leads and champions process improvement initiatives.
- Uses the perspective of systems thinking to understand how the organization operates.
- Applies technical expertise in measurement and analysis.
- Uses organizational metrics and key performance indicators to inform business decisions.
- Selects, interprets, and evaluates output from quality tools to inform and monitor organizational solutions.
- Benchmarks FM initiatives and outcomes against industry standards.
- Identifies and resolves risks and early-stage problems in meeting customer and occupant needs.
- Applies data-driven knowledge and best practices.
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Kazeem Olugbade, ProFM, is a facility management professional who has extensive knowledge and skills in the subject areas.
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