FM Performance Management – KPIs, SLAs & Service Standards

Course overview

This course develops the knowledge and practical judgement needed to support the organisation through dependable facilities and well-defined services. The learning sequence begins with service outcomes and measurable standards, then develops the tools and decisions involved in sla scope and response definitions. Participants connect these foundations with the remaining modules and complete applied work focused on performance review and improvement actions.

The programme is intended for FM practitioners, supervisors, service coordinators and facilities managers. Examples are examined from both the person delivering the work and the person reviewing its adequacy. Participants practise identifying the relevant requirement, gathering evidence, recognising uncertainty and documenting a justified recommendation. The emphasis and level of challenge follow the approved intermediate level and the stated duration of 1 Day.

Learning combines facilitator explanation, structured questions, case analysis and practical outputs that can be reviewed against the objectives. Corporate groups can use agreed, anonymised procedures and records to make the discussion relevant to their own operations. Exercises distinguish a training recommendation from an authorised workplace decision: local law, client requirements, contracts, engineering standards and manufacturer instructions remain applicable. The closing activity produces a specific improvement or review plan, with responsibilities and evidence requirements that participants can discuss with their own management.

Why this course matters

The course connects service outcomes and measurable standards with performance review and improvement actions. Participants practise making the reasoning and evidence behind an operational decision clear enough for others to review.

Learning objectives

• Explain the scope of service outcomes and measurable standards.
• Identify the key requirements for sla scope and response definitions.
• Apply a structured approach to kpi definitions, formulae and data ownership.
• Evaluate evidence relating to scorecards, exceptions and evidence quality.
• Develop a practical output for performance review and improvement actions.

Who should attend

FM practitioners, supervisors, service coordinators and facilities managers

Prerequisites

Relevant workplace exposure and familiarity with basic subject terminology are recommended. Advanced technical workshops require suitable prior knowledge; participant suitability and any specialist preparation are confirmed before booking.

Course curriculum

1. Service outcomes and measurable standards

   Translate a user outcome into observable scope, timing and acceptance criteria, separating service results from activity counts.

2. SLA scope and response definitions

   Define eligible requests, service hours, clock events and exception rules, distinguishing acknowledgement, attendance and restoration.

3. KPI definitions, formulae and data ownership

   Build a reproducible KPI definition covering numerator, denominator, period, evidence, missing data and accountable roles.

4. Scorecards, exceptions and evidence quality

   Check comparability, volumes and weighting; retain exceptions and assess how corrections affect earlier decisions.

5. Performance review and improvement actions

   Connect findings to an action, owner, intended benefit and later check, comparing rates and context before claiming improvement.

Practical learning

A multi-building workplace has rising occupancy, inconsistent inspection results and a backlog of service requests. The client wants a clear operating plan before adding resources.

Participants examine this fictional case through the course modules, identify missing information and prepare a justified response. Corporate examples can be adapted within the agreed scope.

Assessment approach

Knowledge checks assess understanding, while a practical case output tests application. Review criteria are accuracy, use of evidence, recognition of limitations, clear responsibility and feasibility. The facilitator provides feedback; joining instructions confirm attendance requirements and any formal pass criteria before delivery.

Completion information

An Al-Warkaa professional-development completion certificate may be issued against the confirmed attendance and assessment requirements. This is not a claim of professional licensure, regulatory authorisation or third-party accreditation.

Delivery options

Live Online / Distance Learning; Classroom; Corporate In-House; Blended where suitable

Online delivery means instructor-led live online or distance learning. Practical workshops retain the stated classroom/in-house preference. Dates, teaching language, venue and the session schedule are confirmed before enrolment.

Corporate delivery

Request a proposal with the course, number of participants, location, preferred dates and delivery method. Groups above 12 receive a custom quotation. Travel, venue, accommodation, printing, examinations and third-party certification are included only when expressly stated in the proposal.

Frequently asked questions

Does an enquiry reserve a place?

An enquiry starts a discussion. Your place or group delivery is confirmed after availability, scope and commercial terms are agreed.

Can the course use our procedures?

Yes, relevant anonymised documents can be agreed for corporate delivery. Added scope and extensive preparation are confirmed in the quotation.

Is this available as an immediate self-paced course?

The approved online pathway is live online/distance learning. Self-paced learning media is not represented as available until it has been developed and enabled.