Work Management is one of the 19 functional FM knowledge areas that are categorized into four key knowledge domains.

Definition: Work management refers to the methods of coordinating daily, reactive, preventive, and replacement/repair facility management tasks. It represents the cost savings derived from a rigorous preventive maintenance schedule.

Work management is a key skill for a facility manager. It entails:

• Understanding what works today and applying it to future needs.
• Having an effective grasp of the current space and its configuration and the organization’s changing needs.
• Staying current on internal and external change dynamics, whether economic, political, technological, or social. These cause changes to business—what work is done and how the work is done. In turn, these impact the building or space and how it must be configured for the organization to succeed.

Facility planning and management requires knowing how the people in the building work and what they will need to do it. Facility managers are responsible for ensuring that the facility operations—the systems, equipment, space, teams, technology, and more—run smoothly and efficiently. Through maintenance, repairs, service orders and requests, alterations and improvements, and capital projects, FM coordinates all work to properly support the facility and its occupants’ needs.

Key Concepts:

• Definitions of work management and occupant needs.
• Work requests/orders.
• Work reception center (WRC) workflow process.
• Prioritizing work requests.
• Facility maintenance categories.
• Maintenance logs.
• Computerized maintenance management software (CMMS).
• Computer-aided facility management (CAFM).
• Gathering feedback and evaluating service.
• Facility helpdesk.
• Creating WRC function.
• Maintenance classifications (e.g., preventive maintenance, condition-based maintenance, unplanned maintenance).
• Annual goal setting for maintenance, repair, and replacement.
• Maintenance plans and KPIs.
• System maintenance tools.

Work Management Proficiency Indicators (Task Statements)

• Demonstrates ability to manage preventive, condition-based, and unplanned maintenance.
• Demonstrates knowledge of and ability to perform testing and obtain measurements required for predictive maintenance.
• Demonstrates ability to understand and provide input for qualitative and quantitative key performance indicators (KPIs) for measuring aspects of facilities operations and management.
• Coordinates and manages facilities helpdesk function.
• Develops work plan and procedures for planned and unplanned outages.
• Coordinates time management for staff.
• Leads planning and scheduling of workload and assigns team priorities.

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