What would be the 5 most important KPI for facility operations?

1.      Gross FM Costs  /1 m² (ft²)  of Gross Floor Area , annually

2.      % Degree of User Satisfaction from FM Services

3.       Capital Costs /1 m² (ft²) of GFA

4.      End User Complaints

5.       Net Floor Area in m² /1 working place or per1 user

6.       Maintenance Costs /1 m² of GFA

7.       Operational Costs /1 m² of GFA or per1 user

8.      % Planned maintenance vs. Reactive maintenance Ratio

9.       Utility Consumption Costs /1 m² of GFA or per1 user

.   Cleaning Costs /1 m² of GFA

A facility operation is challenging job and requires careful attention of facility operation manager. Based on attractiveness of any facility, the following KPI is recommended

1.     Access control process: From security point of view, access control is most important: Presence security guards at the entry, use of security arch/door and baggage scanner machine, and CCTV monitoring for </7> by a dedicated personnel. KPI: A clear report by the security supervisor at the end of day as per format

2.     Mechanical, Electrical and Sanitary (MEP) system: The entire systemis to be by expert personnel at least once in a month or even at shorter period, if necessary. Fire Safety installationsare to be checked at frequent interval. Sufficient Number of Elevators: one elevator must be standby to take up the load, if any elevator becomes out of order. KPI: Weekly report by the premises supervisor.

3.     Vehicle Parking: A good clean and sufficiently ventilated parking space is to be maintained for the users/residents as well as visitor. In addition, a rent a car bay is to be maintained. KPI: A daily report by the parking space supervisor

4.     Ambience: Air quality inside, use of plants inside and outside the premises, availability of restaurant inside the premises, Cleanliness of the floors and Toilets. KPI: Daily reporting by the supervisor. This will also include a report form the  end users perception. 

5.     Return on investment (ROI): The ROI must be high enough to keep the stakeholders happy and committed. This is to be calculated taking into account all cost/expenses and income from the premises. KPI: Monthly operation and maintenance cost per sft and to compare with industry average, monthly occupation rate of  the premises