Cambridge
Academy
In London

Introduction

Advanced facility management ensures safe, efficient, and user-centered workplaces while optimizing cost, compliance, sustainability, and service quality. This program equips facility leaders with strategic frameworks, governance practices, and operational tools to elevate FM performance, strengthen controls, manage vendors effectively, and deliver consistent service excellence.

Course Objectives

• Develop a facility management (FM) strategy aligned to organizational needs and service outcomes

• Design FM governance, operating models, and service catalogs with clear accountability

• Strengthen service excellence through SLAs/KPIs, customer experience, and performance routines

• Improve risk, safety, and compliance oversight across facilities operations

• Enhance vendor, contract, and budget governance for cost-effective service delivery

• Build a continuous improvement roadmap to increase reliability, efficiency, and satisfaction

Target Audience

• Facility managers and senior FM supervisors

• Administrative affairs and workplace services leaders

• Operations, maintenance, and engineering managers

• Vendor/contract management and procurement professionals supporting FM

• Health & safety, compliance, and business continuity professionals involved in facilities

Course Outlines

Day 1: Facility Management Strategy & Operating Model Design

• The FM strategic role: safety, productivity, experience, and cost optimization

• Defining FM scope: hard services, soft services, workplace services, and projects

• Operating models: in-house, outsourced, integrated FM (IFM), and hybrid approaches

• Service catalog design: services, channels, service levels, and ownership

• Activity: FM maturity assessment + strategy-to-services gap map

Day 2: Governance, Policies & Performance Standards

• FM governance: decision rights, escalation paths, and accountability (RACI)

• Policies and SOPs: standards for maintenance, access, permits, and service requests

• Compliance requirements: inspections, certifications, and documentation controls

• Performance standards: SLA/OLA design and measurement readiness

• Workshop: Create an FM governance charter + service standards toolkit

Day 3: Service Excellence, Customer Experience & KPI Management

• Service excellence principles: reliability, responsiveness, and consistency

• Designing FM KPIs: availability, response time, first-time fix, backlog, satisfaction, cost-to-serve

• Service desk operations: triage, prioritization, and escalation rules

• Complaint handling and service recovery: communication and trust rebuilding

• Practical activity: Build an FM KPI dashboard + monthly service review (MSR) pack

Day 4: Risk, Safety, Compliance & Business Continuity

• Risk management in FM: operational risk, safety hazards, and compliance exposure

• Safety leadership: permits-to-work, contractor safety, and incident investigation basics

• Business continuity and resilience: critical systems, redundancy, and emergency preparedness

• Controls and audits: inspection programs, evidence retention, and corrective actions (CAPA)

• Case study: Managing a facilities incident (HVAC failure/fire/water leak) and restoring service

Day 5: Vendor, Contract & Budget Governance + Continuous Improvement

• Vendor strategy: sourcing models, contract scope, and performance governance

• Contract management: SLAs, KPIs, penalties/incentives, and performance reviews

• Budget discipline: cost drivers, forecasting, and savings initiatives without service loss

• Continuous improvement: Lean FM, preventive maintenance optimization, and lessons learned