Professional Documents
Culture Documents
preventative,
emergency/reactive);
refurbishment
and
development;
security
Customers: identifying and assessing needs; expectations and reactions; providing information
and advice; providing customer care and control; accessibility; safety and security; legal
obligations and liabilities; processing and monitoring sales and bookings; maintaining
communication systems and databases; ancillary services and sales Employer/funding
agencies: private and/or public ownership of facilities; management board/trustees; local
authority; funding partnerships and sources; financial management; personal contract and
accountability; lines of management responsibility; impact on facilities operations
LO2 Understand the legal, health, safety and environmental obligations to be addressed
by facilities operations
Statutory regulations: types eg local authority, fire authority (expectations and requirements),
employment and insurance law, building and accessibility regulations, compliance; licences,
recording documentation Health and safety measures: risk assessment procedures; regulations
eg Control of Substances Hazardous to Health (COSHH); relevant authorities eg Health and
Safety
Executive
Inspectorate,
Environmental
Health
Officer;
compliance;
recording
planning;
staff
wages;
salaries;
statutory
contributions
Building
Understand
the
operational
responsibilities
of
facilities
manager
LO2 Understand the legal, health, safety and environmental obligations to be addressed
by facilities operations
2.1 assess (from a country perspective) the statutory regulations that will affect facilities
operations in an agreed context
2.2 discuss the health, safety and environmental measures that must be implemented by a
facilities manager in a given context
2.3 discuss the documentation required to account for compliance with statutory regulations and
health, safety and environmental measures
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LO3 Be able to use a range of administrative systems to support facilities operations
3.1 develop and deploy effective systems for processing information and maintaining
communications
3.2 identify the control systems required for effective facilities operations within an agreed
context
3.3 discuss the systems needed by a facilities manager to support effective building
management
LO4 Be able to use appropriate criteria to carry out evaluation and review of the quality
and effectiveness of the facilities
4.1 establish appropriate criteria to evaluate the quality and effectiveness of facilities operations
4.2 implement evaluation and review procedures to analyse the quality and effectiveness of
facilities operations
This unit has links with most units within this qualification. This unit also links to the following
Management NVQ units:
B1: Develop and implement operational plans for your area of responsibility
B2: Map the environment in which your organisation operates
B8: Ensure compliance with legal, regulatory, ethical and social requirements
E4: Promote the use of technology within your organization
E5: Ensure your own action reduce risks to health and safety
E6: Ensure health and safety requirements are met in your area of responsibility
E7: Ensure an effective organisational approach to health and safety
F5: Resolve customer service problems
F6: Monitor and solver customer service problems
F7: Support customer service improvements
F8: Work with others to improve customer service
F10: Develop a customer focused organisation
F11: Manage the achievement of customer satisfaction
F12: Improve organisational performance.
Essential requirements
Case studies to offer the opportunity to develop specific issues. Tutors must keep a database of
documentation used in facilities operations, such as marketing and administrative materials.
Employer engagement and vocational contexts
It is important that centres establish supportive contact with a range of facilities operators in
their local area to help deliver the unit. Learners can contact these businesses to help them
develop their investigations into facilities operations and enhance research skills. There could
be lectures or workshop input from a facilities operations professional. Visits to facilities will also
be a useful way to support delivery. The British Institute of Facilities Management (BIFM) has a
useful website with links to international associations and organisations.
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