Reference no: EM132782068
Part 1
Task 1:
a. Explain the significance of each of the following business impacts to (1) corporate social responsibility (CSR) and (2) sustainability. Provide examples from your present organisation (or one you are familiar with)for each business impact to support your answer.
b. Use the examples you described in Task 1a. above to explain the relationship between CSR and sustainability.
c. Identify a standard or piece of legislation relevant to CSR or sustainability and provide a description of how it applies (or could be applied) to your present organisation (or one you are familiar with).
Task 2:
a. Describe examples from your present organisation (or one you are familiar with) to explain how the provision of facilities supplies and services comply with CSR principles and/or the organisation's CSR policy. Your answer should include references to practices and procedures for ethical procurement and management together with ethical employee and customer relations.
Task 3:
a. Describe potential consequences of inefficient energy use in your present organisation (or one you are familiar with). Consider both the organisation's own interests and those of the local and wider environments.
b. Describe alternative renewable energy sources that an organisation could consider to improve its sustainability performance.
c. Describe how you would evaluate the effect of improved efficiency in energy use in your present organisation (or one you are familiar with).
Part 2
Task 1:
Identify an example of a facilities service that is provided to your present organisation (or one you are familiar with) that uses either an in-house or outsourced service delivery method.
(Alternatively, select an example from the list in Table 13.1 from FM Desk Reference).
Table 13.1 Examples of goods or services purchased by an FM
• Stationery supplies
• Printed materials
• Vehicles/fuel
• Signage
• Uniforms
• PPE and safety equipment
• Furniture
• Consumables like tissue, soap, sanitary products, light bulbs, bin liners, visitor pass badges
• Catering items, vending supplies and equipment, cash tills
• Specialist equipment - security, CCTV, audio visual
• Computer supplies
• Energy and utilities
• Consultancy
• Publications
• Training courses
• Travel and hotel accommodation
• Car hire
• Couriers
• Mail services/post
• Specialist service contracts, e.g. lift maintenance, fire alarm maintenance
a. Describe the main interests of the client and users in the example you have selected. Explain why the interests of these two types of customer are likely to be different. Identify other stakeholders in the facilities service that you have selected and explain their interests in that service.
b. Describe the type of information that you would provide to the client and to users that would satisfy their level of interest in the performance of this facilities service. Explain how frequently you would supply this information.
Task 2:
a. Compare different communication methods that are available to you to deliver information to your customers and stakeholders and to receive feedback from them. Explain both their advantages and their limitations as methods of communication.
b. Review you answer to Task 1. Prepare a customer and stakeholder communication plan for the facilities service example you identified in Task one.
CAFM Plan - Use power point presentation - Adapt
Task 3:
a. Review your answers to Task 1 and Task 2. Describe the "hard" data that might be available from management and customer sources for the facilities service you identified in Task one and explain how you would use this to monitor customer satisfaction.
b. Describe methods you could use to collect "soft" data to improve your understanding of the issues that contribute to customer satisfaction (or dissatisfaction). Explain the advantages and limitations of these methods.
Task 4:
Review your answers to Task 1, Task 2 and Task 3. From your experience, describe an actual customer issue or complaint that, from experience, has arisen or could potentially arise in connection with the facilities service identified in Task one. Distinguish between the factors contributing to the issue/complaint that can be measured objectively (i.e. using available data) and those that derive from customer perception (i.e. subjectively based) of service delivery.
Explain the process you used (or would use) to engage with the customer to identify and agree (i) the level of dissatisfaction and its causes and (ii) practical actions to address the causes of dissatisfaction.
c. Describe a communication plan for publicising the actions you would implement to resolve the issues raised, including the "who" and "how" of your plan (NB consider the "interests" of the different client/customer/stakeholder groups and appropriate methods of communication - NB Review your answers to Task 1a and Task 2a to assist you).
Part 3
Task 1:
Identify an example of a facilities supply or service that is required by an organisation you are familiar with and that must be procured from an external supplier.
(Alternatively, select an example from the list in Table 13.1 (page 171 of FM Desk Reference).
a. Draft a specification in sufficient detail for procuring the supply or service you have identified.
b. Explain whether the specification you have drafted is an input or output specification (or mixture of both). Provide your reasons for selecting this type of specification and its relative advantages and disadvantages for the supply or service being procured.
c. Identify the stakeholders that would need to be consulted or liaised with to determine the essential and desirable requirements for this supply or service. Describe how the consultation process could be conducted.
Task 2:
Identify an example of a facilities supply or service that is required by an organisation you are familiar with and that must be procured from an external supplier using a full tendering process. Identify two other examples of facilities supplies or services within the organisation that use alternative procurement methods.
(Alternatively, select examples from the list in Table 13.1 (page 171 of FM Desk Reference).
a. Describe how these three procurement methods are differentiated from each other and why they are appropriate to the specific facilities examples you have selected. Describe how you would assure the integrity of procurement processes.
Full Tendering Process
b. Describe the individual stages of a full tendering process having regard to the particular example you have selected for this procurement method.
c. Prepare a time schedule for the full tendering process you have described. (Assume that the new contract will commence four months from the start of your process).
Task 3:
Identify a facilities supply or service that is provided to an organisation you are familiar with by a contract with an external supplier.
(Alternatively, select an example from the list in Table 13.1 (page 171 of FM Desk Reference).
a. Describe the contents of the contract and the responsibilities of the parties to it. (Note: Sensitive information should be anonymised).
b. Identify the type of contract you have described. Compare this with three alternative types of contract commonly used for procuring facilities supplies and services. Provide examples of facilities supplies or services for each of these alternatives.
c. Explain the features of a contract that constitute it as a legal contract. Explain ways in which it could be invalidated as a legal contract.
Task 4:
a. Review your answer to Task 3. Describe the reporting processes necessary to manage delivery of the specified services against the contract you identified in Task 3. Define the key performance indicators (KPIs) you would use in a service level agreement (SLA) for this contract that cover each of the following:
(i) Quality related targets
(ii) Cost related targets
(iii) Time related targets
b. Identify and describe possible reasons for failures in service delivery that have occurred (or could occur) in the contract you described in Task 3. Explain how you would work with the contractor (if you are the internal FM) or the client (if you are the external FM service provider) in this example to return contract performance to specification.
c. Describe sanctions that would be appropriate for the client to apply in the event that service delivery under this particular contract continues to be unsatisfactory.
Part 4
Task 1:
a. Describe how the Health and Safety at Work etc Act 1974 (HSW Act) prescribes the responsibilities and liabilities of organisations and individuals. Reference the six key sets of workplace regulations known collectively as the "Six Pack" in your description plus at least three other pieces of current health and safety legislation that are relevant to your present workplace
b. Explain the term "duty of care" (in the context of HSW Act). Describe how the duty of care is relevant to your own role within facilities management and how you exercise it.
Duty of care is a legal obligation that puts the responsibility of people's health,safety and well-being on individual for the said particular company. The responsibility of managers would be to ensure the health and safety of the work force while employees are undertaking their daily duties.
c. Describe the penalties that can be enforced for a serious breach of statutory duty (including the effect of the Corporate Manslaughter and Corporate Homicide Act 2007)
Task 2:
a. Describe systems and procedures used to monitor, measure and report on health and safety performance in your present workplace (or one you are familiar with). Comment on their sufficiency and any additional procedures and/or documentation you would recommend for this purpose.
b. Describe a situation based on your present workplace (or one you are familiar with) in which you would consult with staff (or their trade union or other workplace representatives) on a health and safety issue. Describe the "how" and "why" of your consultation process.
c. Describe a situation based on your present workplace (or one you are familiar with) in which you would consult specialist sources on a health and safety issue. Describe the "how" and "why" of your consultation process.
Task 3:
a. Describe the five steps to risk assessment as prescribed by the Health & Safety Executive (HSE).
b. Select a workplace activity, process or item of work equipment you are familiar with and conduct a risk assessment. Document the results in an appropriate form which must be appended to this assessment paper.
(Note: For Task 3(b) the learner can use a risk assessment template from their place of work or one prepared by their training provider. Alternatively learners can download and use the HSE's template - a link to which is provided in the Resource Centre).
c. Comment on the findings from your risk assessment in 3(b). What changes or improvements to your organisation's facilities management policies and procedures might be necessary to reduce or eliminate risks?
Task 4:
a. Describe three relevant behaviours that you display (or could adopt) that set a good example to others in relation to health and safety.
b. Provide two examples of how to ensure that health and safety is not compromised by a deficiency in facilities supplies or services.
c. Describe how your present organisation (or one you are familiar with) communicates health and safety matters to all staff and ensures that they are aware of their own health and safety responsibilities.
d. Describe steps that you have taken (or could take) to identify new risks and hazards to health and safety that have arisen in your area of responsibility. Describe the actions that you took (or would take) to reduce or eliminate these risks or hazards?
Task 5:
a. Describe either an actual incident or a drill from your own experience in which fire emergency procedures have been activated or practiced. Describe the procedures in sufficient detail to include raising the alarm, notifying the emergency services, evacuating the building and documenting the incident/drill.
b. Identify arrangements that would need to be made to ensure the safe evacuation of disabled staff and visitors in the incident or drill you have described.
A planned evacuation procedure must be in place for any business. This plan would need to incorporate visitors to the building,including people who would also have any forms of disabilities. All visitors and staff would need to be accounted for when entering to ensure there is a clear record as to the number of staff that are within the premises should an alarm be activated. It is the responsibility of the person or company who have control of the safety obligations for the premises.
c. Describe the "lessons learned" from this particular incident or drill. Describe how these lessons have been incorporated into your organisation's procedures for managing incidents and emergencies. What further recommendations would you make having regard to the requirements of the Regulatory Reform (Fire Safety) Order 2005?
Attachment:- FM Diploma - Literature.rar