Facilities Management Function is one of the critical support functions in success of any organisation.

The two main important parameters which are very critical in managing the facilities are:

  1. Upkeep of the facilities
  2. Uptime of the facilities


Facilities function would have huge challenges in managing and maintaining the facilities under the above 2 categories.

  1. Taking over the new facilities after project completion and making it operational

At times, due to the time pressure to take over the facilities and making it operational, we miss out or unable to complete the snags identified as part of the facilities audit prior to taking over.   When we make the facilities become operational, we continue to work on fixing these snags which would take lot of time.

  1. Managing the older facilities

In this case, there would be a lot of issues in managing and maintaining these facilities being very old.  It could be painting, plumbing and rest room fitting issues, electrical items, lighting and its fixtures, DG sets, UPS, Air conditioners,  chillers, batteries, work station tables, chairs, STP and RO Plants, kitchen and cafeteria items to name few of them.

Because of the above and other services being provided, we used to get a lot of complaints from the employees – it could be the rest rooms maintenance, pantry areas not being cleaned,  non-availability of drinking water coffee/tea and water mugs,  cafeteria tables/chairs cleaning, not the availability of spoons in the dining area, lighting issues, air conditioning issues, cleaning of common areas, not maintaining the landscaping and gardening, scrap items not being disposed of, parking issues, transport issues  etc.


After several rounds of brain storming and deliberations, we came up with a tool (Facilities Improvement Tool) to capture all these issues.    We conducted the training programs and created awareness among all the stakeholders who were part of the Facilities Management function. (Soft Services, Engineering Services, Hospitality Services, Project Management, Transport Services)   The expectation was that each one of the team members were asked to identify a minimum of 10 snag items on a daily basis in their respective areas of operations.   Once it is identified, they were supposed to update the details in the tool giving the details along with the photographs.   Weekly governance meetings were scheduled to understand the snag items, prioritise them on low, medium and high categories with clear timelines and ownership.    We did this exercise for a couple of months.   While we were able to identify more than 25000 at the end of four months, we were able to fix most of them and start communicating the same with the employees on the issues identified and actions taken.


Since there was an involvement of each and everyone in the function including the ground staff and clear ownership, accountability and commitment, we made this facility the best one with very minimal issues.   We also prepared the team such that, this facility became  Audit Free – anytime anyone could walk in and conduct the audit.   Ultimately, as a result of this, this location got excellent employee C-Sat survey results and it was also declared as the “Best Managed Location” amongst all the facilities across India.

This initiative was taken as a “Best Practice” and got implemented across all locations in India.