WUG Meeting Phoenix, AZ – January 2018

9 people representing 5 companies attended the WUG (Western Utility Group) Meeting hosted by APS at their Phoenix, AZ Headquarters.

The mini-cafe that replaced the traditional cafeteria. One of the alternative team space configurations being tried.

The meeting included “mini-presentations” on active shooter, project lifecycle, the new Prescott service center project, and planning for the utility workplace of the future. Discussion topics included a review of planned updates to the Benchmarking Program by Bob Lambe in addition to the always popular “Hot Topics and Best Practices” discussion.  The group also had tours of team spaces at the HQ and the nearby APS consolidated operations center.

Example Facility Management Metrics

Example FM Metrics

From time to time we are asked about Facility Management Metrics, what to track, what to report, etc..  So we have started putting together the list of FM Metrics below which we update from time to time.  You can download directly by right-clicking on the link and saving the document to your computer, tablet, or phone:

Facility Issues provides these examples as a service to its customers and the facility management community to be used for informational purposes only.  Use with judgement because your specific metrics need to reflect your organizational culture and priorities and we typically work with our participants to understand their situation in recommending metrics and KPIs.

We welcome constructive criticism, and suggestions on how to improve this information can be submitted via the contact page.


Benchmarking Review at IFMA UC 2017 Fall Meeting (Houston TX)

Bob Lambe reviewed this year’s utilities benchmarking results at the Utilities Council Fall Meeting 2017 – Houston, Texas.  This was just a small portion of the program at this annual meeting, held the Sunday and Monday before IFMA’s World Workplace conference.

One thing presented for the first time was a composite of several recent occupant surveys (for different companies) that compares how occupants rate their satisfaction with the level of service at their facility vs. the importance of various services.  This chart confirms that maintaining comfortable air temperature and satisfactory restrooms continue to be challenges across facility organizations.

Utility Council members can read more about this in the upcoming newsletter and the IFMA UC  website.

IAMFA Benchmarking Workshop Ottawa, ON – September 2017

The 2017 Benchmarking Workshop was held the day before the annual IAMFA Conference as usual, at the lovely Fairmont Château Laurier, Ottawa. The 52 participants overwhelmingly rated the meeting highly, with excellent discussions throughout the day.

Katie Haigh, Chief Operating Officer of the Indianapolis Museum of Art presented a case study on how they have implemented LED lighting across the museum. The 2017 IAMFA Benchmarking program and results were reviewed by Bob Lambe. The overall trend for the group over the past few years was very positive. As often is the case, the Town Hall discussion was the most popular part of the meeting. Participants ask the group about specific issues they are facing and others share the measures they are taking along with how successful their efforts have been. “The real opportunity for participants is to learn how other organizations operate for less cost or with higher quality,” said Bob Lambe.

IAMFA members can read more about this meeting in the upcoming issue of Papyrus magazine.

WUG Meeting San Ramon, CA – August 2017

14 people representing 6 companies attended the WUG (Western Utilities Group) Meeting hosted by Pacific Gas & Electric at their San Ramon, CA Training Center.

Discussion topics included an update of the Benchmarking Program by Bob Lambe, “mini-presentations” by each participant, in addition to the main “Hot Topics and Best Practices” discussion.  The group also had a tour of the San Ramon Technology Center.

What sustainability actions are you taking for your facilities?

Sustainable facility managementThere is a lot of interest and activity related to sustainability of the facilities we manage and our facility management operations.  We are running several surveys to help identify what measures are being taken and who within the organization is driving these efforts as a first step to more organized benchmarking of the value and challenges with various aspects of facility sustainability.

Whether you are a participant in one of our groups or not, we are interested in learning about how you are addressing sustainability across your facilities portfolio, and challenges you are facing.  Please take our survey and we will share the results with you.


Note:  IAMFA Members should take this version instead (custom demographic section): Cultural Institution Sustainability  Survey

Note:  IFMA-UC Members should take this version instead (custom demographic section): Utility Sustainability  Survey


RFB Meeting Columbus, OH – June 2017

20 people from 10 organizations attended the annual RFB (Research Facilities Benchmarking) best practices meeting hosted by Battelle at their Columbus, OH, headquarters.

Discussion topics included an update of the Benchmarking Program by Bob Lambe, a presentation on current trends in lab design by Flad Architects, a review of the Battelle campus update including a tour of the renovated boiler house, “mini-presentations” by each participant, and the normal “Hot Topics and Best Practices” discussion.  The group also had a tour of the new Vivarium lab.

The Value of Facility Benchmarking

If you have been considering benchmarking your facility management operations, this presentation given at the 2017 NFMT conference outlines how you can get value from each step of the process. The important step is getting started, learn, and gain the value available for your situation.  (Presentation is on Slideshare site)

EUG (Eastern Utility Group) Meeting February 2017

We had a good turnout of 17 people from 9 companies at the Eastern Utilities Group meeting hosted by Florida Power & Light at their beautiful Juno Beach, FL headquarters.

Discussion topics included an update of the Benchmarking Program by Bob Lambe, discussion of the new staffing benchmarking effort, a review of Storm Operations support by Bob Simm, in addition to the main “Hot Topics and Best Practices” discussion.  The group also had the opportunity to tour the corporate office and the Manatee visitor center.

Benchmarking for Small Cultural Institutions

A condensed benchmarking survey will be continued for smaller cultural institutions, those with  an area of less than 50,000 ft.² or 5000 m². The survey is designed to provide KPI’s (key performance indicators) for facility managers that do not have the staff or resources to participate in the  comprehensive IAMFA survey. The survey questions were developed with input from the steering committee that included:

  • Brent Adams, Library of Congress
  • Brian Coleman, Museum Victoria
  • Jennifer Fragomeni, Exploratorium
  • Kendra Gastright & Steve Hinz, Smithsonian Institution
  • John Glen, Auckland War Memorial Museum
  • Patrick Jones, Art Institute of Chicago
  • Guy Larocque, Canadian Museum of Civilization
  • Linda McMillian & Jack Plumb, National Library of Scotland
  • Rich Reinert, Philadelphia Museum of Art
  • Dave Samec, National Gallery
  • Tony Young, Carnegie Museums

Very positive feedback was received during a general session at the IAMFA conference in Boston, attended by about 100 participants . Nearly all the attendees  of smaller institutions indicated they would participate in a survey of this type and felt that it would meet their needs. There are 14 questions covering the critical aspects of benchmarking in the following sections.

  • Background
  • Space
  • Utilities
  • Maintenance
  • Janitorial
  • Security

These sections represent about 95% of the controllable operating spend for a typical institution. Most participants should be able to complete their data input in less than 30 minutes after they have collected their data.

The survey is priced much lower than the regular rate and includes a summary report and technical assistance.


For more information please contact Bob Lambe at 1.315.601.6010 or email.