Chap 1

Question 1

integrates the principles of business administration, planning and design, architecture, and behavioral and engineering sciences.

Answer 1

Facility Management

Question 2

coordinates the physical workplace with the people and work of an organization. The primary function of facility management is to plan, establish and maintain a work environment that effectively supports the goals and objectives of the organization

Answer 2

Facility Management Dev by BOMI

Question 3

What professional aspect of facility management distinguishes it from related professions?

Answer 3

Coordination and integration across traditionally separate disciplinary lines

Question 4

What is the best way for A facility manager to become more proactive and avoid crisis management?

Answer 4

They should participate in their company’s discussions of corporate management issues

Question 5

How can a facility manager best improve worker productivity

Answer 5

Fostering better human performance by providing the environment and tools that people need to work effectively and efficiently.

Question 6

What are the three dimensions of quality

Answer 6

Input - understanding the customers needs and expectations.
Process - taking action to meet/exceed those needs/expectations.
Output - following up to determine if the action was appropriate and if customer is satisfied.

Question 7

What percent of a company’s capital assets does the average facility department manage?

Answer 7

%25

Question 8

What do you facilities managers engage in to anticipate and respond appropriately to current and future business trends

Answer 8

Strategic planning

Question 9

What is the most expensive element of most office and other white collar work places

Answer 9

People

Question 10

Maintaining and creating value in real property consistent with the owner’s objectives thru the efficient balance of Tenant and owner relations, financial budgeting and expense control, risk management and other operational aspects of the property in compliance with the highest standard of professional ethics.

Answer 10

property management

Question 11

Describe 2 prospectives on space management.

Answer 11

Inside out view…
The FM looks from inside the business out to the external environment of economic forces, the marketplace, and corporate competition thru the eyes of a manager of a given business.

Question 12

Comparing activities, standards, levels of performance, and other factors to those of another company

Answer 12

Benchmarking

Question 13

The one year rate of a physical reconfiguration of workspace caused by work or transfer, including furniture partition, cable, and telephone relocations; usually expressed as a percentage of total workspace area involved in reconfiguration

Answer 13

Turn rate

Question 14

A process of identifying underlying characteristics that lead to successful performance among a group of employees, within a job category, or at a given Hierarchical level and organization

Answer 14

Competency assessment

Question 15

any kind of work activities that the facilities manager wants specifically to manage and track on an ongoing basis

Answer 15

program

Question 16

a set of tasks related to the achievement of a specific objective

Answer 16

project

Question 17

Behind personnel, what is the second-largest expense on company ledgers?

Answer 17

Facilities

Question 18

capturing information about each external element that can have an influence on the facilities department in the coming year

Answer 18

situational analysis

Question 19

What is the definition of a capitalized project?

Answer 19

projects that create assets with lasting value

Question 20

What is the strategy that enables facilities managers to accommodate rapid changes in space needs?

Answer 20

lease management

Question 21

What are some tactical activities associated with a strategic function?

Answer 21

construction project management; alteration, renovation, and workplace installation; and workplace planning, allocation, and management

Question 22

What are the two types of tactical activities?

Answer 22

Processes and procedures

Question 23

What is the work reception center used for?

Answer 23

it is the core of the tactical facilities function and the place customers contact when they need a facilities service

Question 24

Who are the individuals most qualified to determine if you are providing quality service?

Answer 24

the customers

Question 25

In the tactical sense, when does service delivery begin?

Answer 25

when the customer makes a request

Question 26

Evaluating customer service by the dollars or time spent per unit compared with historical company data, industry standards, or benchmarking partners provides a measurement of what?

Answer 26

efficiency

Question 27

Evaluating customer service by how well the organizational objectives were met provides a measure of what?

Answer 27

effectiveness

Question 28

Evaluating customer service by how well the organizational objectives were met provides a measure of what?

Answer 28

effectiveness

Question 29

The most common form of financial evaluation involves measuring what?

Answer 29

actual expenses against the allocated operating budget

Question 30

What is the greatest value of benchmarking?

Answer 30

to compare performance indicators

Question 31

By tracking data over time, you can develop trend analysis of what aspects of space utilization?

Answer 31

downtime for change and reconfiguration, float or swing space, and storage areas

Question 32

What is the best way to determine whether space is being appropriately used?

Answer 32

use a customer satisfaction survey

Question 33

In which phase of work do the facilities managers devote the greatest proportion of their management attention?

Answer 33

Implementation plan

Question 34

Typically, higher costs due to poorly planned facilities actions are realized during what phase of the management track?

Answer 34

operations, maintenance, and service delivery

Question 35

For any facilities function, what is the activity that establishes the basis for future improvements in strategic planning, service delivery, and cost control?

Answer 35

feedback and evaluation

Question 36

What is the accounting system that encourages user departments to be responsible for their facilities requirements?

Answer 36

the chargeback system

Question 37

What is the most common cause of contractual delays?

Answer 37

Errors due to ignorance of the rules

Question 38

Companies that have owner-occupied buildings or a higher proportion of owned spaces in their inventories and lower churn rates are more likely to have what type of facilities management department?

Answer 38

integrated, building-based departments

Question 39

Which facilities management organizational model is typical of start-up companies and small independent government agencies?

Answer 39

office manager model

Question 40

What is an important role of a facilities manager at the headquarters level?

Answer 40

implement policy formation activities

Question 41

A facilities management organization’s structure, service delivery, and decision-making are influenced by trends in what areas?

Answer 41

business, culture, and government

Question 42

What should determine the quality of customer service?

Answer 42

customer perceptions

Question 43

When the cost of providing services is bid on by both an in-house facilities department and outsourced companies, the facilities department is adopting what approach?

Answer 43

an entrepreneurial approach

Question 44

What tool should the facilities staff use to increase the visibility of the department, its mission, and its role in supporting the company’s core business?

Answer 44

Marketing plan

Question 45

In terms of purchasing, leasing, and contracting for property, if the real estate function remains separate from the facilities function, what might a company experience difficulty in handling?

Answer 45

rapid transactions

Question 46

Evaluating customer service by the timeliness of the service delivered provides a measurement of what?

Answer 46

Responsiveness