The Command Centre (CC) in FM Services
The Command Centre (CC) in FM Services is the core structure responsible for centralized planning, coordination, monitoring, and managing all critical information flows related to contracted services. Its primary purpose is to ensure client monitoring of contract compliance, achieve effective integration of diverse services, and drive overall process efficiency and effectiveness within the facility management ecosystem.
Key Takeaways
The CC is the central hub for planning, coordination, monitoring, and managing all FM information flows.
Key functions include managing KPIs, coordinating interventions, and controlling information flow standardization.
Organizational models vary, including internal client, supplier, third-party, or joint management structures.
The CC is crucial for ensuring contract compliance and integrating diverse contracted services effectively and efficiently.
What is the Command Centre (CC) and what is its purpose in FM Services?
The Command Centre (CC) in Facility Management (FM) services functions as the core operational structure, specifically designed to handle planning, coordination, monitoring, and the comprehensive management of all associated information flows. Its fundamental objectives are twofold: first, to enable the client to effectively monitor and control contract compliance across all service providers, and second, to ensure the seamless and effective integration of various contracted services. By centralizing these critical functions, the CC becomes crucial for driving overall process efficiency and effectiveness within the FM environment.
- The CC is the core structure responsible for centralized planning, coordination, monitoring, and managing complex information flows.
- A basic objective is enabling client monitoring and control to ensure strict contract compliance.
- Another key objective is achieving effective integration and synergy among different contracted services.
- The CC is considered crucial for maximizing overall process efficiency and effectiveness in service delivery.
What are the key functions performed by the Facility Management Command Centre?
The Command Centre executes several critical functions, categorized into planning, monitoring, information management, and support. Planning and coordination involve developing a strategic masterplan, scheduling interventions, and activating tasks by issuing Work Orders (WO). Monitoring and control ensure service quality through general reporting, managing key performance indicators (KPIs) and service level agreements (SLAs), and applying penalties when necessary. Information management focuses on standardizing data rules to create a single, consistent knowledge base for all stakeholders.
- Planning and Coordination: Includes strategic scope development, planning interventions, activating tasks (e.g., issuing WOs), and coordinating the call centre and communication plans.
- Monitoring and Control: Involves general monitoring, detailed reporting, managing performance indicators (KPIs/SLAs), applying penalties, and conducting benchmarking activities.
- Management of Information Flow: Defining standardized rules for gathering and storing both graphical and alphanumerical information, and processing/distributing reports and indexes.
- Support Activities: Encompasses Registry Management (setting up/updating databases), Operation Centre tasks (call centre, corrective tasks), and managing third parties (contracts, utilities).
What organizational models exist for implementing a Command Centre in FM?
Implementing a Command Centre can follow four distinct organizational models, each with specific advantages and drawbacks. When the CC is internal to the client, the client retains control and information growth but is burdened by numerous functions. Conversely, if the CC is internal to the supplier, the client risks knowledge loss if feedback mechanisms are weak. A third-party managed CC is ideal for clients lacking internal expertise, as a specialist manages the entire apparatus. Joint management, where the client and supplier share a common platform, requires the client to precisely define outsourced functions for successful collaboration.
- CC Internal to the Client: The client maintains planning and coordination using IS support, safeguarding control and information growth, but takes on many functions.
- CC Internal to the Service Supplier: The client entrusts asset management, inventory, and information flow coordination to the supplier, risking knowledge loss without proper feedback.
- CC Managed by a Third Party: A specialist sets up and manages the entire CC apparatus, which is adequate for clients lacking a knowledge base or internal structure.
- CC in Joint Management: Shared between the Client and Supplier using a common platform/registry, where success relies on the client defining outsourced functions clearly.
How does the Open Facility Management (OFM) Model relate to the Command Centre?
The Command Centre's role is evolving, particularly within frameworks like the Open Facility Management (OFM) Model. This model introduces principles designed to foster greater collaboration and adaptability in service delivery. These core principles include strong organizational coordination, shared performance measurement systems, and contract flexibility. The OFM model operationalizes these principles through specific tools, such as the Partnership Table (PT) and a Shared Performance Measurement System (PMS), ensuring the CC supports a dynamic and responsive service environment governed by flexible contracts and SLAs.
- The Open Facility Management (OFM) Model provides an evolutionary context for CC operations.
- OFM Principles emphasize organizational coordination and shared performance measurement.
- OFM Principles also require contract flexibility to adapt to changing needs.
- Operative Tools include the Partnership Table (PT), Shared PMS, and Flexible Contracts with SLAs.
Frequently Asked Questions
What is the primary definition of the Command Centre (CC) in FM?
The CC is the core structure responsible for planning, coordination, monitoring, and managing all information flows related to contracted Facility Management services. It ensures centralized control and effective service integration.
What are the main risks of having the CC internal to the service supplier?
The primary risks include potential knowledge loss if client feedback is not managed effectively, and the possibility of inappropriate organization of critical knowledge assets, as the supplier controls inventory and information flow coordination.
What are the key operative tools used in the Open Facility Management (OFM) Model?
The OFM Model relies on the Partnership Table (PT), a Shared Performance Measurement System (PMS), and a Flexible Contract structure that incorporates Service Level Agreements (SLA) to ensure adaptability and shared goals.
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