Facilities Manager's Desk Reference, 3rd Edition

4Delivering Facilities Management – Strategy

4.1 Introduction

In determining how to deliver FM (facilities management, or facilities manager) services in an organisation, it is useful to have an understanding of general business strategy and management concepts. The starting point for establishing an FM strategy is to understand the organisation’s business plan, defined strategy and high‐level goals. Figure 4.1 provides an overview.

No function or department in an organisation works in isolation – in real terms, they all exist to fulfil the organisation’s overall mission and goals and should work together to deliver the strategic direction set at senior management level. The strategic apex in Figure 4.2 shows how the three levels of FM strategy relate end‐users, occupiers or consumers to the client organisation.

4.2 Business strategy

A defined strategy is necessary for every organisation that wishes to achieve its goals or successfully complete a specific project. The strategy defines the long‐term lines of action that an organisation will take to achieve its goals. It is based on two elements:

1. Vision – The desired future of the organisation, taking into account the needs of both staff and users.
2. Mission – Justifies the existence of the organisation in the eyes of its users. The mission explains the scope and goals of the organisation’s services to its users.

4.3 Identifying needs

When developing a strategic plan, an FM must first identify the needs and the demand levels ...