Facilities Management Exam 1
What were some of the rules that baseball instituted when they began trying to attract a more family friendly customer?
1. Banned alcohol 2. Removed betting booths from field entrances 3. Removing gamblers from stands.
What are the primary areas in which Computer-Aided Facility Management has been applied since their inception?
1. CAFM has grown to include any technology platform that assists a facility manager in running a facility. 2. There are six primary areas where CAFM is applied: a) Space and asset Management b) Computer-assisted drafting (CAD) c) Capital planning and facility condition assessment d) Maintenance and operations e) Real estate and property management f) support technologies
What are some of the aspects of Ancient Sport Facility Management that has remained consistent with Modern Times?
1. Controlling and moving large numbers of people. 2. Managing rowdy or violent crowds. 3. Maintaining flexibility in multiuse venues (gladiators and mock naval battles; basketball and ice shows) 4. Providing security and protection for VIPs 5. Controlling the types of petty crime inherent with large gatherings of people 6. Keep facilities clean and operational.
Who are the three major stakeholders for a sport facility?
1. Customers 2. Internal constituents- people that work for them staff, employees 3. External constituents- Banks that help you pay for it, taxpayers, Gov. Agencies.
What are some of the legal concerns that a manager might face?
1. Unions 2. ADA a)Reasonable accommodation b) Medical issue that affects one or more major life activities 3. Workers' compensation: exclusive remedy for those injured on the job. 4. Sexual harassment a)What constitutes inappropriate conduct? b) Employer has to know about inappropriate conduct and then needs to take steps to prevent it.
What types of facility qualifies as a sport facility?
Arenas, stadiums, YMCAs, school gyms, fitness facilities, and bowling alleys can all be classified as sport facilities.
What is the 80-20 rule of facility planning?
A developer for a proposed facility should not listen to the 80% of members who use the facility infrequently (once or twice a month) but rather should listen closely to the 20% of members who use the facility the most (four or more times a week) because the frequent users will spend the greatest amounts of time and money at the facility.
What is the definition of a facility manager?
A facility manager is the person responsible for coordinating all the employees and entities involved in the facility to ensure that they work on behalf of the facility and help meet its short- and long-term goals and objectives. Many people are in fact facility managers in their daily lives and do not realize it.
Is it true that managers who track both employee successes and failures will be better prepared to help employees succeed?
A manager who can track employee successes and failures will be better prepared to help employees succeed; as a result, the manager succeeds and moves up the corporate ladder. Managers who destroy employees on the way up will fail. In contrast, managers who make their employees better grow together with such employees.
Who developed the hierarchy of needs?
Abraham Maslow
What is the ripple effect?
All economic impact studies include a RIPPLE EFFECT. The ripple effect represents the spread of money through the economy. Assume a pebble is dropped in the water. The pebble will create a ripple of expanding waves in the water. Similarly, one dollar spent at a sport facility will create a ripple effect throughout the community as parts of that dollar pay wages, buy products, cover expenses, and so on, which helps redistribute the money throughout the community.
What does creating an effective business involve?
1. Determine and define the business opportunity. 2. Make an operational plan. This covers geographic location, facilities and their improvement, production, layout, and key strategies and planning plus certain areas of administration, depending on the facility. The operational plan highlights how the facility will be managed. It specifies, for example, when grass will be planted, what type of grass it will be, how it will be watered, etc. 3. Create a marketing plan. For good reason, market analysis is often considered the most important activity an entrepreneur can engage in before a business start-up. This analysis teaches the person not only a great deal about the marketplace and prospective competitors but also much about the prospects for success. 4. Develop a business structure. Will the business operate as a sole proprietorship, with a partner or partners, or under the corporate LLC (limited liability corporation form? 5. Define your resources. This part of the plan focuses on resources that will be used, ranging from political ties to financial resources. The impact of any recent legislation affecting the facility needs to be noted. 6. Work up a financial plan. The financial plan will also serve as an operating plan for the financial management of the facility. This will be the final test of the viability of the overall business plan. Whereas the budget helps track the future direction of the facility, the financial plan dictates whether the budget is realistic, what steps will be needed to obtain funding, and exactly how much money will be needed. 7. Complete the business plan. After all the preceding elements have been completed and if the decision is to go forward with the facility, then all the plans need to be coordinated and reviewed for fine-tuning purposes. Nevertheless, simply completing the business plan does not finish the job because the business plan is worthless unless it is acted on.
What does planning for an existing facility entail?
1. Facility planning for an existing facility entails planning for all events to be held in the facility and then monitoring all events to determine what changes need to be made in the future. 2. Areas of concern: a) Money b) Personnel c) Scheduling d) Space management
According to the author, what are the five top management skills that a facility manager would need?
1. INFUSE PRIDE IN EVERYONE IN YOUR ORGANIZATION.- If all the employees have pride in what they are doing, they will work and provide services at a much higher level. 2. DELEGATE TO OTHERS.- It is sometimes very difficult for a manager to delegate to others, but to be successful a manager needs to empower those around him and then give them meaningful assignments. 3. UNDERSTAND WHAT THE FANS WANT.- A manager needs to know what the customers want and how to deliver the best fan experience. 4. COMMUNICATE WITH A SENSE OF PURPOSE.- A manager needs to develop a vision and then communicate that vision to everyone around her. 5. TRACK AND MEASURE SUCCESS.- A manager needs to judge those around him, and if a known and identifiable measurement standard is developed and utilized, employees will know what they need to accomplish and how the manager will evaluate them.
Know the steps a new leader might implement once they are hired.
1. Immediately assess the facility through an internal and external SWOT (strengths, weaknesses, opportunities, and threats analysis. 2. Implement change by starting small and then expanding as time progresses 3. Explain all changes to the staff. 4. Take charge and make a change if something does not work. 5. Make a major decision with definite cost reductions and then publicize the results. This will show an intention to make the facility better. Another way to follow the strategy is to allow employees to recommend changes and share in the cost reductions. 6. Undertake very visible projects such as repainting restrooms and concession areas; this shows a desire to make the work environment better. 7. Take a lead in developing appropriate short and long-term budget and plans. 8. Review and manage all existing service and supply contracts to see whether services are at a high standard. If they are not acceptable, facilitate change; this will show employees a willingness to make changes.
Know the most important leadership skills.
1. Inspires and motivates others 2. Displays high integrity and honesty 3. Solves problems and analyses issues 4. Drives for results 5. Communicates powerfully and prolifically 6. Collaborates and promotes teamwork 7. Builds relationships
When planning for an existing facility, what are some areas of concern?
1. Money can be a major concern for facilities. 2. Personnel is another major concern in planning for existing facilities. 3. Another major issue in the planning process is facility scheduling.
What are the four primary functions of management? Know them.
1. Planning: From short-term to long-term planning 2. Organizing: refers to a blend of human resource management and leadership. This element is sometimes referred to as staffing. One of the most difficult tasks for a manager is to assign the right person with the right skills and interests to a given job. In addition to assigning the right person to a task, managers need to ensure that proper resources are provided to employees. Every business has a set of organizational relationships, often depicted in an organizational flowchart. The flowchart shows who reports to whom and what the lines of managerial and supervisory responsibility are. But although the organizational chart may place one employee above another, thus giving the other the right to manage the lower-level employee, there still may not be a leadership relationship. Organizational charts have taken a significant beating over the past decade. Companies are eliminating numerous positions that were previously classified as middle manager. This has created flatter organizational charts where a manager might supervise more workers than in the past. Technology has helped in this renaissance through being able to track employees more effectively and to utilize telecommuting and teleconferencing to reduce personnel needs and expenses. 3. Implementing: refers to executing goals and objectives with the appropriate personnel. 4. Controlling: Evaluating your results. Evaluating the work of people who report to the manager and providing appropriate feedback, whether positive or negative. Controlling is a monitoring process that ensures that the facility is accomplishing its mission and goals.
What is the definition of facility management?
1. Primary purpose is to ensure a facility is run safely for all those who might be in and around the facility. 2. FM entails a variety of skills such as planning, designing, leasing, project management, facility marketing, and construction management.
What are some of the aspects of Modern Sport Facility Management that are different from Ancient Times?
1. Providing amenities for press (interview rooms and press boxes with internet access) 2. Setting up TV camera platforms and TV cable hookups 3. Selling advertising space and naming rights 4. Using heating, ventilation, and air conditioning (HVAC) systems 5. Modern parking concerns for thousands of cars and buses 6. The amount of food and beverages needed to feed over 100,000 fans at some venues 7. Complying with environmental, zoning, accessibility, and other legal issues.
Know the categories of planning that were mentioned in class and in the book. ??????
1. Strategic Plans- are designed to help achieve the highest-level goals and objectives for the facility; that is why they are often called the master plans. 2. Operational plans-are more detailed and used to help carry out the strategic plans. 3. Single- use operational-Operational plans can include single use operational plans that may apply to a one-time event such as hosting the Olympics. 4. Standing operational-In contrast, standing operational plans are set plans for doing everything from ordering paper to issuing a refund to a patron. 5. Functional plans- focus on what operational plans are designed to accomplish; marketing plans and safety plans are examples. Another type of plan is a contingency plan that can be used if one of the other plan fails and the facility has to pursue another strategy.
What are some of the trends that were discussed in class and in the book with regards to future sport facilities?
1. Technology 2. Construction processes and procedures 3. Broadcasting needs 4. More interactive activities A 2012 survey of 2,000 sport fans in England examined what the public would like to see in future sport facilities. The top answers include. More comfortable and spacious seating 49% Better transportation options 32% Better crowd modeling to help in crowd movement 32% Better technology to show replays and different angles 30% Safety designed standing room (European soccer) 29%
What are the steps in planning for a new facility?
1. The first step is to analyze existing internal and external constituents (stakeholders. 2. Possible additional steps: a) Conduct a feasibility study. b) Develop a potential budget c) Organize various planning committees. d) Set realistic goals and objectives. e) Study the political and financial marketplace f) Generate community support. g) Bring in the right people before the project starts.
Why were there not many sport facilities built during the Middle Ages?
Because of the lack of support from the clergy and government, the Middle Ages were not the high point for PAFs. In fact, PAFs went into decline at the end of the Roman Empire when the Church outlawed theaters. However it was the Church that kept theater alive through seasonal festivals, which took on a dramatic form to help better illustrate the religious connotations to illiterate congregants.
What were the two most famous sport facilities built in Ancient Rome?
Roman Coliseum 1. The Flavian Amphitheater is usually known as the Coliseum either because of its huge size or because a colossal statue in gilded bronze of Nero in the guise of the Sun God originally stood nearby. 2. Started by Vespasian in 72 A.D.: inaugurated in 80 A.D. by Titus with 100 days of celebrations, during which several thousand wild beasts and gladiators were reputedly killed. 3. The amphitheater was completed by the emperor Domitan Circus Maximus 1. A track used primarily for horse racing, although it was used on occasion for hunts or mock battles. 2. Built in the 6th century B.C., the facility could seat 300,000 fans. 3. The facility was twice destroyed by fire and on at least two occasions the stands collapsed, killing many people. 4. At the end of each lap of the seven-lap race, one egg and one dolphin would be removed from each temple to keep the spectators and the racers updated on how many laps had been completed.
What is the definition of induced effects?
refer to the multiplier effect and visitor spending being recirculated in the community.
If it is not, what factors might be?
In fact the parking lots at Citi Field and Turner Field include outlines of the former playing fields and markers where the bases once stood. Therefore, permanency might not be as important as other factors, such as being enclosed, being able to control conduct in the facility, or having room for participants and spectators.
What is the definition of displacement?
refers to a portion of hotel rooms that would have been full regardless of whether the event took place (e.g., conference in town)
What is redirected spending?
refers to money that would have been spent on other entertainment in the same area, such as spending at a local movie theater rather than at a ballpark
What does the book say about meetings as they relate to managerial strategies?
No matter what strategy or technique is used, facility managers spend much of their time in meetings. Meetings are held daily to discuss everything from budgets to upcoming events and security issues. Many managers would also say that meetings are often ineffective. Thus, it becomes important to know how to make meetings more productive. Meetings should be held on a consistent date each month or week, should be held at the same time (preferably early in the morning before the regular workday begins), and should be held earlier in the week than later. A survey in USA Today Snapshot (2009) examined how worker productivity would be affected if their employers banned meetings one day a week: 46% no change 45% more productive 7% less productive 2% no opinion
Is it true that there is only one correct way to communicate?
No one correct way to communicate exists, and every manager has a unique style. Some managers do not need to say a lot and still get everything done. Others might be micromanagers who need to personally get involved in everything and are constantly communicating with everyone out of fear of being misunderstood. Such an approach might turn off some employees who want freedom and want a manager to respect their ability to do their job, whereas others might need that kind of hand holding. Managers usually customize their communication approach based on the person with whom they are working.
With regards to a planning committee for a new facility, what is a leader's responsibility to foster?
One of the leader's responsibilities is to foster compromise. Areas in which compromise can be successful include space, time, programs, and quality. Compromises take place throughout the planning process.
Who is one of the most important stakeholders/constituent?
One of the most important stakeholders is the tenant. If a municipality owns an arena, the professional basketball and hockey teams that play in the arena would be the key tenants. The key to tenant relations is developing and preserving a first-rate relationship; this can be accomplished through getting to know the tenants and meeting their needs. Tenants define the value and quality of a relationship, so understanding their point of view is critical.
Who was Fredrick Taylor?
Father of Scientific management time and motion studies From Book- Fredrick Taylor's scientific management research has been shown to be based on data that were intentionally manipulated to prove a point. For example, he used the strongest workers he could find, observed them for a short period, and then extrapolated the results over a full day.
According to the authors what is the definition of a sport facility?
For purposes of this text, a sport facility is defined as any enclosed facility built, installed, or established as a location where sports are played. The enclosure can be either natural or man-made.
When will it be necessary for a facility manager to obtain community support?
If any public funds will be used, the planning process requires community involvement in order to generate community buy-in. Any effort to reach out to the public requires the facility planners to be honest. People should not be invited to meetings if they will not be allowed to provide meaningful input that will be used. If people attend the meetings and are ignored, the process will generate more negativity than would be the case if it had never been undertaken.
What is the IFMA?
International Facility Management Association
What is the definition of a public assembly facility?
PAFs include sport facilities as well as other entertainment or nonentertainment facilities where large groups of people can gather. Typical examples of PAFS are arenas, stadiums, theaters, and convention centers. All these types of facilities can host sport-related events.
What is the critically important skill that sets leaders apart from others?
Leaders hire well. This means that a leader can see potential in less experienced employees and can tell when they have the capabilities to become great.
What is the definition of management?
Management is not necessarily an art, and neither is it a science. Management is a process of utilizing appropriate personnel to help achieve predetermined goals and objectives.
Is permanency the most important factor in defining a sport facility?
No
What are the phases of the feasibility study?
PRELIMINARY PHASE: The purpose of the preliminary feasibility study is to summarize the initial findings. Frequently the study is based on one visit to the proposed site, a cursory review of background materials, and preliminary financial and building program examples provided by owners. Regardless of the proposed sport facility size, essentials of a preliminary feasibility study are as follows: -Site feasibility (based on a preliminary visit) -User-usage feasibility (based on conceptual design and plans) -Financial feasibility (based on preliminary financial information provided by owners) EXPANDED PHASE: After the feasibility study comes the all-important (and often all political) economic impact analysis. The political reality of both feasibility and economic impact analyses is that they are usually undertaken to justify a position that either a sport organization or elected officials have adopted or are proposing. Frequently the goal of independent studies is not to find the truth but rather to legitimize the project that the sponsoring group wants to develop; these studies can seldom be more than position papers for proponents or opponents of a particular project. The Big thing for this is economic impact.
What are the pros and cons of outsourcing?
PROS -Creates booking leverage -Increases corporate support -Reduce stress, time, and budget implications -Effective negotiation and renegotiation strategies -Facility staff focuses on core competencies leading to professional growth CONS -Expensive -Relinquishes some control -Turnover of loyalty to PMC -Loss of responsibility -Short-term cost cutting could lead to long-term damage -Excessive turnover of the GM due to increased opportunities
What is the definition of planning?
Planning entails a process of determining the appropriate allocation of precious resources to ensure success of a facility. It can be accomplished several ways: a) A group of people b) Authoritarian technique c) Hiring external consultants
What is the difference between short-term and long-term planning?
SHORT-TERM: Short-term plans typically cover less than 1 year and focus on activities that may have a sense of emergency. A facility may have a short-term plan that a given event be sold out to help accomplish the facility's mission. LONG-TERM:- Long-term plans are particularly important for older facilities. Most facilities are built to last 50 years at most. This does not mean that a facility cannot be overhauled and last much longer, but after around 50 years the cost to keep such a facility open becomes prohibitive or technology makes the facility obsolete. When a facility enters its 40th year, investing time and resources in creating a long-term plan for the future of the facility becomes critical.
What is space management?
SPACE MANAGEMENT refers to current and future space needs and the proper allocation of time and space for bookings, which are the best means to maximize revenue generation.
What are the two most common types of sport facilities?
STADIUMS are often defined as venues that contain a playing surface surrounded by spectator seating and are used primarily for outdoor sport events. ARENAS are enclosed indoor structures with a large open space surrounded by tier seating areas. Since the seating area is tiered, the playing surface is located at the lowest point to provide for the best line of light.
Know the SMART acronym that relates to goals.
Specific-goals need to be specific rather than vague statements. Measurable-goals need to have a specific measurable element to evaluate whether the goal was reached Achievable-goals should stretch employees to do better, but still need to be achievable. Result-focused-while some measure activities, goals should measure results achieved. Time bound-goals need to be based on a specific time frame to be completed.
Who was the Christian Emperor who stopped the Olympic Games?
The Christian emperor Theodosius stopped the Olympic Games because he thought they were pagan rites. However, in the Middle Ages the Church supported horse races and tournaments as long as the events honored the Virgin Mary. The Church and the government sometimes encouraged and at other times band sport.
What is growth space?
space contiguous to currently utilized space that allows a business to expand without undertaking any additional construction or leasing. Large businesses require 2% to 3% growth space, and smaller businesses require 5% to 7% growth space.
For what reasons did the Ancient Greeks and Romans build sport facilities? Are there any modern stadiums that serve the same purpose?
The ancient Greeks and Romans used their sport facilities to entertain the masses so they would not revolt and to train athletes, entertain fans, and achieve political agendas. Present-day Olympic stadiums serve the same purpose. The Greeks and Romans mastered the art of the MULTIUSE FACILITY- facilities used for numerous types of events from chariot races to mock naval battles. Similar facilities were built in the 1960s and 1970s to host baseball and football games.
While motivation is just one component in the management process, what are the three basic elements of motivation mentioned by the author?
The best way to manage is to 1. Treat people with respect 2. provide appropriate rewards 3. Give employees the opportunity to develop the skills they need to be successful.
What is a business plan?
The business plan examines the product, marketing, legal, financial, and general business outlook for a facility. Every facility needs to develop a business plan that may cover individual events through yearly business cycles. Each event can face financial hardship if patrons do not show or if too much is spent on marketing. This is why a budget is a critical part of any business plan. Business plans rely on forecasting what can happen when business decisions are made. Forecasting, a critical component in planning, can be accomplished only with good information.
What are some of the common certifications that a new facility might obtain?
The cost of certification can range from yearly fees to more than $50,000 fir elite certifications. Some common certifications include the following -Leadership in Energy and Environmental Design (LEED) is a voluntary, consensus-based program that provides third-party verification of green buildings. -Green Globes is an online auditing tool that guides the integration of environmental performance in primarily new construction projects and assesses the design of green buildings against best practices and standards. -Society of Environmentally Responsible Facilities (SERF) was founded in 2010 to provide a cheaper and faster alternative to LEED. Facility owners can choose a prescriptive or performance-based criterion evaluated by a third-party architect or engineer. -EarthCraft is a 400-point evaluation program that requires energy data for 12 months, a design review, a preconstruction meeting, two predrywall visits, and a final visit upon completion of the project.
What is the difference between facility management and personnel management?
The difference between facility management and personnel management is that facility management involves the use of equipment or buildings to help achieve the facility's mission, whereas personnel management focuses on how people can help reach the facility's goals. Thus, the fact that someone is an expert in HVAC systems or in negotiating stadium lease agreements does not mean that the person can manage people. But while facility management and personnel management are significantly different, in fact they are integrated because equipment in a facility cannot operate without people.
Where/when were the first known Olympic Games held?
The first known Olympic Games were held in 776 BC. They were subsequently held at the base of Mt. Olympus (city called Olympia) every 4 years for almost 1,000 years. The original Games consisted of only one event: a 200-yard foot race called the stadion.
Which sport was the first to charge admission?
The modern era for sport facilities started in the late 1860s. Baseball was one of the driving forces for larger sport facilities, especially when it came to generating revenue from fans. The first game with paid admission-a three-game series pitting the best from New York City against the best from Brooklyn-was held at Fashion Race Course on Long Island in July 1858. Admission was 50 cents. This game showed that people would pay to watch baseball. In 1862, Union Grounds-the first enclosed ballpark-opened in Brooklyn. Because the facility was enclosed, everyone who wanted to watch had to pay.
What is a needs assessment?
The planning process for a new facility always starts with a needs assessment made by the planning committee. The assessment might show that professional sports are a major benefit to the community and economy. This is especially true if a city is trying not to lose a professional sport franchise. The NEEDS ASSESSMENT can be based on internal demand as highlighted by future facility users or by industry-driven needs. Industry-driven needs can be based on various factors, from competing institutions to market forces.
The author states that 90% of all customer service problems are linked to managerial issues. Why are the customers upset?
This means that customers are upset or disappointed not because the facility is bad but because employees might not be well trained or do not execute their assignments. Thus, if a patron is upset that a facility is not clean, it is not the facility's fault.
What were some of the attributes that facility managers should possess?
Time management is key
What type of sports are played that does not qualify as a sport facility?
Typically excluded from the definition of a sport facility are natural areas, such as lakefront property where people might engage in water-related sports, and open recreation areas, such as golf courses. While a golf course is a self contained sport facility, some might categorize it as a recreation facility that can be torn down quickly to be replaced by a business park.
What is a swing space?
any space that is available during renovations, alterations, or realignment. A corner of the gym used to store equipment during renovation of a room is an example of swing space.
What is the definition of economic impact?
defined as the net economic change in a host community that results from spending attributed to a sport event or facility. Economic impact studies typically examine direct impact (the effect of the first round of spending), indirect impact (the ripple effect of additional rounds of spending, and induced impact (further ripple effect resulting from spending by employees).
