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Outcome-Based Facilities Management and Maintenance Service Procurement (2-Day Master Class)

Outcome-Based (aka Performance-Based) outsourcing is a buying strategy where award of a contract is focussed on a Service Provider’s (SP) resource plan and process to achieve outcomes/results of competitive value (e.g. cost savings and enhanced customer satisfaction) for the Service Buyer (SB). This is opposed to Prescriptive-Based outsourcing where SB specifies resources and processes, leading to undifferentiated bids and lowest bid award.

Singapore’s public sector move towards Outcome-Based (OB) purchasing was first announced in Parliament in 2016. OB procurement has since been rolled out in three key sub-sectors of Facilities Management (FM) viz. Cleaning, Landscaping and Security.

The 2018 Real Estate Industry Transformation Map for FM was ‘Change to Enhance Service Delivery and Uplift the Industry.’ SPs identified two challenges to do so viz. ‘Building owners rely on headcount-based procurement practices and offer short contracts that do not reward innovation and quality FM service’, and ‘Lack of authoritative standards to guide FM service delivery’.

OB FM Service Procurement will help resolve the challenges identified. Such tenders require SB to specify required FM standards and corresponding objective/measurable service outcomes to facilitate service performance evaluation; SPs propose work plan, processes and resources to achieve the outcomes which are submitted with their tender. OB contracts are generally also of longer duration with incentives to motivate enhanced performance beyond the specified outcomes. A small number of enlightened SBs have started the OB procurement journey, adoption on a wider scale is needed to realise the FM transformation journey.

The Master Class will adopt a ‘Back to Basics’ approach to allow SB and SP to fully comprehend the often conflicting multi-faceted organisational-user-technical-cost parameters involved in analysing and determining an optimised facilities maintenance strategy and implementation plan. A knowledge sharing, round table and hands-on training pedagogy will be adopted underpinned by the framework shown below to facilitate participant’s development of a bespoke facilities maintenance needs and outcome requirements to guide SB service procurement, work execution and SP performance monitoring.

Organisational Mission & Property Asset Management

  • Organisational Mission & Property Resources
  • Property: Type, Age, Systems & Materials
  • Property Asset Management
  • Property Performance Requirements

Workshop 1: Organisational Mission & Property Performance Requirements

2    Facilities Management & Maintenance Fundamentals

  • Facilities Management Fundamentals
  • Facilities Maintenance Fundamentals
    • Defects & Maintenance
    • Types of Maintenance
    • Maintenance Objectives & Outcomes
    • Maintenance Systems
    • Maintenance Policy & Standards
    • Maintenance Strategy
  • Facilities Management & Maintenance Performance Measures: KPIs and Metrics

Workshop 2 & 3: Facilities Management & Maintenance Fundamentals

3  Facilities Maintenance Needs & Gap Analysis

  • Existing Facilities: Physical & Condition Inventory
  • Existing Facilities Maintenance Services: How & What Are You Doing
    • Organisation, Space & Property Management Policy
    • Work Organisation Structure & Main Functions
    • Maintenance Standards & Systems
    • Maintenance Planning, Budgeting & Cost Control
    • Procurement & Contractual Arrangements
    • Performance Monitoring, KPIs & Metrics
    • Issues & Challenges Faced
  • What Do You Want: Gap Analysis & Moving Forward

Workshop 4: Facilities Maintenance Needs & Gap Analysis

4    Developing Outcome-Based Facilities Maintenance Service Requirements  

  • Prescriptive vs. Outcome-Based Services
  • Developing Outcome-Based Service Requirement & Outcomes
    • Pre-Requisite Work
    • Step 1: Job Analysis
    • Step 2: Performance Work Statements & Outcomes
    • Step 3: Quality Assessment Plan, Incentives/Disincentives
  • Service Level Agreements

Workshop 5: Developing Work Breakdown Structure (WBS) and Performance Work Statements (PWS)

5    Condition Assessment Standardisation in Outcome-Based Facilities Management & Maintenance

  • Condition Assessment Standardisation
  • Visual Condition Assessments: NEN 2767 / CEN TS/17385
  • SMART Aids & Equipment
  • Quality Assessment Monitoring by Sampling


6   Outcome-Based Facilities Management & Maintenance Service Procurement

  • Prescriptive vs. Outcome-Based Services Procurement
  • Procurement Models: Single, Bundled, Integrated
  • Award of Outcome-Based Services Tender


7   Managing Outcome-Based Facilities Management & Maintenance Contracts

  • Managing & Measuring Service Quality Outcomes
  • Managing Incentives & Remedies for Non-Performance
  • Relationship Management & Dispute Resolution

Dr Quah Lee Kiang FRICS

Dr Quah is the Director of the Real Estate & Construction Centre and the Real Estate & Construction Academy in Singapore. She has extensive regional and international experience in Project and Facilities Management & Maintenance research, advice and academia.

Dr Quah led the EU funded project BE4213 Condition Assessment and Maintenance Strategies for Buildings and Building Components, which among other things, sought to develop an objective building condition assessment system. This project formed part of ongoing research over the last 20 years which culminated in Dutch Standard NEN 2767 on Condition Assessment of Buildings, believed to be a ‘world first’.

Dr Quah’s professional and research affiliations include being Coordinator of the International Council for Research and Innovation in Building and Construction (CIB) Working Commission 70 on Facilities Management and Maintenance for a decade and past President of the Chartered Institute of Building Singapore Centre. She was also a member of the Royal Institution of Chartered Surveyors (RICS) Asia Board, Singapore Board and Asia Pacific Sustainability Board.

Dr Quah was conferred an Honorary Fellow by Oxford Brookes University for her work in real estate and construction education and the unusual impact her career has had on this particular academic field in Asia.

Leow Soon Seong

Mr Leow holds a Bachelor’s degree (Hons) in Electrical Engineering from the National University of Singapore and a MBA (Accountancy) from Nanyang Technological University. He has extensive work experience in the areas of R&D, IC Design, Marketing, Business Development and Operation across several industries; namely the Marine, Construction/Real Estate and Information Technology sectors. He is presently an adjunct faculty with the Singapore University of Social Sciences (SUSS), SIM Global Education (SIMGE) and Republic Polytechnic, leading a number of modules across the Business Administration programmes. He will lead the session on ‘Sampling for Cleaning Inspections’.

Option 1 (Face-to-Face)Venue: Unit #04-08, Devan Nair Institute for Employment & Employability
80 Jurong East St 21, Singapore 609607

Option 2 (Live Streaming via RECC Elearning Portal)Username and password will be assigned on receipt of registration and course fees

$1,250 nett per person. Course fees includes full colour course documentation and refreshments at tea breaks.

*Course fee funding of $225 per pax is available from e2i, subject to terms and conditions being met. Please enquire for further details.

The course will benefit those who have a vested interest in buildings including:

  • Developers
  • Building Owners
  • Government Officials
  • Architects
  • Engineers
  • Project Managers
  • Quantity Surveyors
  • Contractors/Sub-Contractors/Suppliers
  • Property Managers
  • Facilities Managers
  • Maintenance Managers
  • Management Corporations
  • Town Councils
  • and Others

Cancellations made one week before the scheduled commencement date of the course will be subjected to an administrative fee of $100.00. The full fee of $1,250.00 will be payable thereafter for any cancellation; substitutions can be made at any time.

Mr Ken Chew
Tel: 6563 4166
Fax: 6563 4156 
E-mail:exectrg@recc.com.sg

It may be necessary for reasons beyond RECC’s control, to change the content and timing of the programme and the identity of the course leader/s.

2 Day Training Course

8th Run

Outcome-Based Facilities Management and Maintenance Service Procurement (2-Day Master Class)

$1,250.00 / person

Course Date & Venue:

9 and 10 May 2024, 9:00am to 6:00pm

Course Objectives

The Master Class will adopt a ‘Back to Basics’ approach to allow SB and SP to fully comprehend the often conflicting multi-faceted organisational-user-technical-cost parameters involved in analysing and determining an optimised facilities maintenance strategy and implementation plan. A knowledge sharing, round table and hands-on training pedagogy will be adopted underpinned by the framework shown below to facilitate participant’s development of a bespoke facilities maintenance needs and outcome requirements to guide SB service procurement, work execution and SP performance monitoring.

Joining Participants: