The presentation will discuss the concept of Balanced Performance Profi ling with relation to facility management. It will cover the development of the process and the involvement of the FM supplier, the client company and the academic research establishment. FM Balanced Performance Profi ling applies the concept of the Kaplan & Norton Balanced Score Card to the delivery of FM services. Balanced Performance Profi ling is a tool developed to measure the performance of an FM provider or FM department across the key aspects of FM services such as strategy, performance management, procurement, information management and organisational development. By asking a series of in-depth questions in each of these key areas to understand how an organisation delivers FM, a performance profile can be scored and diagrammatically represented.

This profi le highlights areas of strength and allows organisations to learn from their good practice while also indicating opportunities for improvement. The performance profi le can be benchmarked against other organisations or industry averages.


OBJECTIVES

• Understand the concept of balanced performance profi ling
• Appreciate the importance of measuring the key aspects
• Be aware of the advantages of benchmarking performance

Professor John Gilleard, PhD, IFMA Fellow, is Head, Department of Building Services Engineering at the Hong Kong Polytechnic University. He joined the university in 1990 having previously worked in the UK, Singapore and the US. He established Asia’s fi rst graduate programme in Facility Management in 1996. His current research interests include benchmarking, usability in the workplace and the development of facility
management in China. He is the China Editor for the journal Facilities, a past president of the Hong Kong Chapter of IFMA, and an academic member of CoreNet Global.

Mr. Deric Probst-Wallace, BSc(Hons), DipM, MBA, MCIPD, FRSA, is Head of Facility Management with Synergis Management Services Limited. His responsibilities include managing all FM operations in Hong Kong and developing business throughout China. He has managed FM projects ranging from FM strategy development to major outsourcing initiatives in the UK and Hong Kong and was the founder of both the UK and Hong Kong FM Benchmarking Forums. Prior to joining Synergis, Deric was Head of Property Services
with a Hong Kong property developer, Hysan Development Company Limited. He has an MBA from Cranfi eld School of Management and is Vice President of the Hong Kong Chapter of IFMA.

Mr. Gary Kin-Man Yau, BSc (Hons) ACIArb MICE FHKIE MBA, is Head of Property with The Hong Kong Jockey Club, a non-profi t, charitable organisation in Hong Kong, which has a total annual revenue of about HK$60 billion. His responsibilities include managing all racing and non-racing facilities, new and refurbishment
projects and the acquisition/selling of club properties. Before he joined the club, he had worked with consultants and contractors in the engineering fi eld. He is a chartered engineer and has an MBA from Kellogg/HKUST. He is also a member IFMA.

This presentation will cover the aspects involved in facilities management from the point of view of a client who could be a facility owner, occupant, or developer. As well as looking at the importance of the pre- and post-construction requirements of FM, it will also examine how to get value for money from an FM service provider, the evaluation criteria involved in selecting an FM team and the value of continuous performance
monitoring through benchmarking.

OBJECTIVES

• Understand the importance in pre- and postconstruction stage of a facility.
• Learn to monitor the performance of an FM service provider.

Mr. Hament Ahuja is the Assistant General Manager of Bahwan Engineering Company, a leading facilities management company that is based in the Sultanate of Oman. He has more than 25 years of experience in the facilities management and maintenance fi elds and has provided FM services to industrial, residential
and commercial facilities. He is an engineering graduate and a member of IFMA.

Through the use of case studies and examples, this presentation will demonstrate successes and failures in implementing global processes and standards for facility planning. It will cover how to approach the subject of standardisation within different cultures and business environments and explain the regulatory constraints that are imposed by different countries. Large scale issues such as building circulation and occupancy issues will also be discussed as will smaller scale planning considerations such as furniture components. The presentation will provide a model for capturing the spirit of global process and planning standardisation while
maintaining regional sensitivity and relevance.

OBJECTIVES

• Understand how to develop global facility planning processes and standards that work.
• Learn to create a simple checklist to assure successful global facility planning objectives.
• Recognize and avoid the problem areas that may lead to failure.

Mr. Peter Winters is a Senior Vice President with HOK Advance Strategies where he is responsible for the global staffi ng initiatives for on-site teams co-located with clients. He is a certified facility manager and licensed architect with more than 30 years of facility planning, project management, strategic planning, architecture, and interior design experience in the USA, China, Canada, Australia, the UK, France, Mexico, Hong Kong, and Japan.