In support of the health and safety of our students and university community, all Mason Professional Education courses are being delivered in virtual formats now through May 2021. We are fully operational and courses will begin on their scheduled start date. Register today!
Thank you for your interest in this course. The course is currently available for groups of 10 or more. Please contact Lee Bennett at 703-993-4805 for details. If you are interested in individual enrollment, please complete a Course Inquiry so that we may promptly notify you when enrollment opens.
This course explores the evolution of Total Quality Management as defined in manufacturing and extending the principles to Facility Management. Quality is a performance priority for top level organizations, especially those that are service-based. Government, educational, non-profit and private sector organizations set quality objectives for their core businesses. This course provides a template for establishing quality objectives for the facility organization, focusing on meeting and exceeding client (customer) expectations, driving cost efficiency and retaining cost effectiveness.
- The management principles of Total Quality Management (TQM), its history, and how it can be applied to facility management units.
- Common sense realities of maintaining quality control in a corporate facilities environment and developing a culture of continuous improvement.
- Fact-based decision making and a focus on process mapping.
- The importance of customer service and evaluating performance over time.
- Quality standards and certifications, benchmarks and the process of benchmarking.
To be able to:
- Develop a set of measurements, determine the cost drivers and establish the metrics for reporting to senior management.
- Apply management statistical tools to establish methods of measuring effectiveness, efficiency and responsiveness of all facilities services.
- Determine the level of services that will address occupant needs within the resources allotted by the company (people, budget, time frame).
- Develop an applicable survey instrument to measure customer satisfaction.
- Participants at every career level with backgrounds in the fields of engineering, architecture, buildings operations and maintenance, property management, interior design, business administration or anyone with an interest in the field of facility management.
- Those seeking the CFM designation administered by IFMA or professional certification with other organizations.