Competency: Communication
Introduction
Chapter 1: Communication Fundamentals
o Topic 1: The Nature of Communication
o Topic 2: Effective and Efficient Communication o Topic 3: Cross-Cultural Communication
o Topic 4: Issues Shaping Facility Management Communication
Chapter 2: Business Communications That Achieve Results
o Topic 1: Business Writing Essentials o Topic 2: E-mails, Memos and Letters o Topic 3: Business Plans and Reports o Topic 4: Presentations
o Topic 5: Meetings
o Topic 6: Negotiation, Influence and Persuasion o Topic 7: Copyright Provisions
Chapter 3: Stakeholder Expectations and Facility Management Communication Plans
o Topic 1: Stakeholder Expectations
o Topic 2: Communication Plan Development o Topic 3: Situation Appropriate Media
Competency: Emergency Preparedness and Business Continuity
Introduction
Chapter 1: An Overview of Emergency Preparedness and Business Continuity
o Topic 1: Purpose of Emergency Preparedness and Business Continuity o Topic 2: The Narrative of an Emergency
o Topic 3: Strategic Alignment of Emergency Preparedness and Business Continuity o Topic 4: Emergency Preparedness & Business Continuity Model
Chapter 2: Manage Risk
o Topic 1: Risk Management o Topic 2: Identify and Assess Risks
o Topic 3: Identify Critical Assets and Processes o Topic 4: Develop Risk Strategy
o Topic 5: Managing Technology Risks
o Topic 6: Emergency Preparedness & Business Continuity Case Study
Chapter 3: Develop Plans
o Topic 1: Emergency Management Concepts and Terms o Topic 2: Emergency Response Plan
o Topic 3: Business Continuity Concepts and Terms o Topic 4: Business Continuity Plan
o Topic 5: Implementing Plans o Topic 6: EP/BI Case Study
Chapter 4: Train, Test and Drill
o Topic 1: Training/Testing Strategies o Topic 2: Conducting Drills
o Topic 3: LGH-EMS Case Study
Chapter 5: Respond, Recover and Learn
o Topic 1: Incident Response o Topic 2: Damage Assessment o Topic 3: Recovery and Restoration
o Topic 4: Emergency Preparedness and Business Continuity Case Study
Chapter 6: Evaluate and Revise Plans
o Topic 1: Evaluate and Audit Programs o Topic 2: EP/BC Case Study
Competency: Environmental Stewardship & Sustainability
Introduction
Chapter 1: Sustainable Facility Management
o Topic 1: Sustainability and Facility Management o Topic 2: Triple Bottom Line
Chapter 2: Aligning Organization Strategy with Sustainability
o Topic 1: Sustainability Policies
o Topic 2: Sustainable Plan Development o Topic 3: Sustainability Projects
o Topic 4: Financial Decision-making Tools
Chapter 3: Measuring and Reporting Sustainability
o Topic 1: Metrics
o Topic 2: Measuring Greenhouse Gas Emissions o Topic 3: Defining Sustainable Practices
o Topic 4: Certifying Sustainability Achievements
o Topic 5: Managing Performance through Measurement
Chapter 4: Focus Areas for Sustainable Facility Management (Input)
o Topic 1: Energy o Topic 2: Water
o Topic 3: Materials and Resources
Chapter 5: Focus Areas for Sustainable Facility Management (Processes)
o Topic 1: Workplace Management o Topic 2: Indoor Environmental Quality o Topic 3: Quality of Services
Chapter 6: Focus Areas for Sustainable Facility Management (Output)
o Topic 1: Waste o Topic 2: Site Impact
Competency: Finance and Business
Introduction
Chapter 1: Finance and Business in the Facility Organization
o Topic 1: The Importance of Being Finance- and Business-Aware o Topic 2: Financial Terminology
o Topic 3: Fundamental Accounting Concepts
Chapter 2: Financial Management of the Facility Organization
o Topic 1: Budgets and Budgeting Basics o Topic 2: Financial Statements
o Topic 3: Business Cases, Supporting Documentation and Financial Reports o Topic 4: Fundamental Cost Concepts
o Topic 5: Analyzing and Interpreting Financial Documents o Topic 6: Cost-Containment Strategies
o Topic 7: Chargebacks
Chapter 3: Procurement in the Facility Organization
o Topic 1: Procurement Procedures
o Topic 2: Procurement and Facility Management Outsourcing
Chapter 4: Contracts in the Facility Organization
o Topic 1: Contract Development, Management and Oversight o Topic 2: Contract Administration
o Topic 3: Analyzing and Interpreting Financial Contract Elements o Topic 4: Resolving Vendor Conflicts
Competency: Human Factors
Introduction
Chapter 1: The Human Factor in the Workplace
o Topic 1: Effective Workplaces o Topic 2: The Need for Comfort o Topic 3: Humans and Change
Chapter 2: Creating a Healthful, Productive Workplace
o Topic 1: Indoor Environmental Quality o Topic 2: Occupant Wellness
o Topic 3: Occupant Productivity and Creativity
Chapter 3: Creating a Safe and Secure Workplace
o Topic 1: Creating a Facility Culture of Safety and Security o Topic 2: Strategies to Increase Facility Safety
o Topic 3: Strategies to Increase Facility Security
Chapter 4: Employee Development
o Topic 1: The Case for Employee Development o Topic 2: Identify Organizational Needs and Values o Topic 3: Identify Job Requirements
o Topic 4: Manage Performance
Chapter 5: Performance Appraisal
o Topic 1: Overview
o Topic 2: Performance Appraisal Methods
o Topic 3: Conducting a Performance Appraisal Meeting o Topic 4: Performance Appraisal Case Study
Chapter 6: Managing for Diversity
o Topic 1: Workplace Diversity
o Topic 2: Strategies to Manage Diversity
Competency: Leadership and Strategy
Introduction
Chapter 1: Plan Strategically
o Topic 1: Introduction to Strategic Planning
o Topic 2: Align Facility’s Strategic Requirements to Entire Organization’s Requirements o Topic 3: Develop and Implement a Strategic Planning Process
o Topic 4: Develop a Strategic Facility Plan or Facility Master Plan o Topic 5: Implement Strategy Using Tactical Plans
Chapter 2: Lead and Manage the Facility Organization
o Topic 1: Introduction to Leadership and Management o Topic 2: Theories of Individual Behavior and Leadership
o Topic 3: Lead, Inspire, Influence and Manage the Facility Organization o Topic 4: Advocate for Facility Management Needs and Priorities o Topic 5: Organize and Staff the Facility Function
o Topic 6: Develop Effective Teams
o Topic 7: Develop, Implement and Evaluate FM Policies, Procedures and Practices o Topic 8: Clarify and Communicate Responsibilities and Accountabilities
o Topic 9: Resolve Conflicts
Chapter 3: Provide Leadership to the Entire Organization
o Topic 1: Promote, Encourage and Adhere to a Code of Conduct o Topic 2: Develop and Manage/Oversee Relationships
o Topic 3: Ensure Compliance with Corporate Social Responsibility Policies
Competency: Operations and Maintenance
Introduction
Chapter 1: Introduction to Operations and Maintenance
o Topic 1: Operations and Maintenance Overview o Topic 2: Begin with a Plan
Chapter 2: Assess Facility Needs
o Topic 1: Assess Condition of Building Structure o Topic 2: Assess Exterior Structures and Elements o Topic 3: Assess Condition of Building Systems
o Topic 4: Assess Interior Furnishings, Fixtures and Equipment o Topic 5: Assess Grounds
Chapter 3: Manage/Oversee Operations and Maintenance of Building, Systems and Equipment
o Topic 1: Acquire Systems, Materials and Equipment o Topic 2: Install Systems, Materials and Equipment o Topic 3: Maintain Systems, Materials and Equipment o Topic 4: Operate Building Systems and Equipment o Topic 5: Replace Systems, Materials or Equipment
Chapter 4: Manage/Oversee Occupant Services
o Topic 1: Recognize Required Occupant Services o Topic 2: Develop Usage and Service Level Guidelines
o Topic 3: Prepare and Execute Modifications to Occupant Services
Chapter 5: Select the Best Resources
o Topic 1: Develop Maintenance and Occupant Service Specifications o Topic 2: Select Competent Service Providers (Staff or Contract) o Topic 3: Negotiate Service Level Agreements
o Topic 4: Monitor Work/Service Performance o Topic 5: Resolve Contract Disputes
Chapter 6: Measure Operations and Maintenance Performance
o Topic 1: Determine Life-Cycle Cost
o Topic 2: Monitor Use and Performance of Facilities o Topic 3: Monitor Occupant Satisfaction
Competency: Project Management
Introduction
Chapter 1: Introduction to Project Management
o Topic 1: Facility Management Projects and Project Management o Topic 2: The Project Manager
o Topic 3: Project Management Processes and Models
Chapter 2: Define Projects
o Topic 1: Define Phase and Project Inputs o Topic 2: Define Project Purpose
o Topic 3: Perform Programming
o Topic 4: Create Project Charter and Project Objectives Statement
Chapter 3: Plan Projects
o Topic 1: Design Deliverables or Space o Topic 2: Create Project Management Plan o Topic 3: Plan Team and Resources
Chapter 4: Manage and Oversee Projects
o Topic 1: Acquire Team and Resources o Topic 2: Execute and Control Project
Chapter 5: Close Projects
o Topic 1: Accept Deliverables or Occupy Space
Competency: Quality
Introduction
Chapter 1: Fundamentals in Quality Facility Management
o Topic 1: The Evolution of Quality
o Topic 2: Basic Quality Terms and Concepts o Topic 3: The Goal of Quality Facility Management
Chapter 2: Quality Measures for the Facility Organization
o Topic 1: Measuring What Matters in Facility Management Services o Topic 2: Quality Data and Facility Performance
o Topic 3: Service Specifications o Topic 4: Service Level Agreements o Topic 5: Key Performance Indicators
Chapter 3: Quality Assessment of Facility Management Services
o Topic 1: Measuring Customer Satisfaction
o Topic 2: Analyzing Customer Feedback and Communicating Results o Topic 3: Acting on Customer Feedback
o Topic 4: Assessing Service Performance
Chapter 4: Improvement of Facility Management Work Processes
o Topic 1: Assessing Workplace Productivity o Topic 2: Mapping Processes
Chapter 5: Compliance with Codes, Regulations, Policies and Standards
o Topic 1: Internal Audits and Inspections
Competency: Real Estate and Property Management
Chapter 1: Real Estate and Property Management Fundamentals
o Topic 1: Internal Factors that Affect Real Estate Decisions o Topic 2: External Factors that Affect Real Estate Decisions
Chapter 2: Develop and Implement a Real Estate Master Plan
o Topic 1: Strategic Alignment of a Master Plan o Topic 2: Components of a Master Plan
o Topic 3: Participants in the Master Planning Process o Topic 4: Activities in the Master Planning Process
Chapter 3: Manage Real Estate Assets
o Topic 1: Site and Space Management
Chapter 4: Acquisition and Divestiture of Real Estate
o Topic 1: Due Diligence
o Topic 2: Purchase versus Lease Decision o Topic 3: Leasing
Competency: Technology
Introduction
Chapter 1: Strategic Alignment of Facility Technology
o Topic 1: Using Technology to Support Strategy
o Topic 2: Current Trends in Organizations and Technology o Topic 3: Using Technology to Meet Stakeholder Needs
Chapter 2: Control and Integration Systems
o Topic 1: Building Technology
o Topic 2: Building Automation Systems (BAS) o Topic 2: Energy Management Systems (EMS)
o Topic 3: Integrated Workplace Management Systems
Chapter 3: Emerging and Evolving Facility Technology
o Topic 1: Building Information Modeling o Topic 2: Building Imaging Technology o Topic 3: Geospatial Information Systems
o Topic 4: Automatic Identification and Data Capture
Chapter 4: Communication Technology
o Topic 1: Facility Voice and Data Communication o Topic 2: Managing ICT Systems
o Topic 3: Optimizing Facility Communication Technology
Chapter 5: Workplace Technology
o Topic 1: Supporting Workplace Innovation o Topic 2: Supporting Workplace Mobility
Chapter 6: Implementing Technology Projects
o Topic 1: Optimizing Facility Technology Projects o Topic 2: Project Analysis and Implementation
