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PERFORMANCE / OUTCOME-BASED CLEANING SERVICES PROCUREMENT

Course Background

Cleaning services are invariably outsourced; either as a standalone service or packaged in an Integrated Facilities Management (IFM) contract. Prescriptive specifications are currently mainly used to buy these services; they include headcounts to provide, what, how and when cleaning tasks are to be done and a range of acceptable service performance which are often difficult to measure objectively. Service
Providers have little incentive to do more than what is specified.

Performance/Outcome-Based specifications focus on the outcomes expected from the service, leaving the Service Providers leeway to decide when and how to deploy their resources optimally to achieve the outcomes. Over specifying service requirements can lead to unnecessary high costs; under specifying lead to lower tender prices, subsequent mismatched expectations can lead to a tense relationship between Buyer and Provider.

Buyers will need to understand how Cleaning supports their operational needs and define them objectively for procurement and subsequent performance assessment and contract administration. Service Providers must likewise understand the outcomes specified and ensure a value-add service to achieve them and more.

Course Objectives

The training will be conducted in line with the procurement framework and process shown below.

A knowledge sharing round table training pedagogy augmented with hands-on workshops will be deployed to:

  1. Provide an understanding of the Cleaning & FM industry and the challenges on the ground
  2. Define Organisational Cleaning Needs and Establish Cleaning Service Requirements
  3. Differentiate between Prescriptive and Outcome-based Cleaning Specifications and apply Cleaning Service Requirements into Performance-based Work Statements and Performance Outcomes
  4. Develop an Acceptable Quality Level, Objective Means of Measuring Outcomes and a Quality Assessment Plan incorporating Remedies and Incentives
  5. Understand Fundaments in Procurement of Performance-Based Cleaning Services and Management and Administration of a Performance-Based Cleaning Contract.
Course Outline
  • CLEANING & FACILITIES MANAGEMENT OVERVIEW
    • Facilities Management (FM) & Cleaning Link
    • Cleaning & Cleaning Costs
    • Organisation of Cleaning Services
    • Standards for the Cleaning Industry: Singapore & International
    • Enhancing Productivity in Cleaning Services
  • ORGANISATIONAL FUNCTIONAL NEEDS AND CLEANING AS A SUPPORT SERVICE
    • Defining Organisational Mission and Support Services
    • Role of Cleaning & Facilities Management as a Support Service
    • Establishing Cleaning Service Requirements for Supporting Organisational Needs
  • CLEANING SERVICE REQUIREMENTS & PERFORMANCE-BASED OUTCOMES
    • Prescriptive vs Performance-Based (PB) Service Requirements
    • Developing PB Service Requirements & Outcomes
      • Pre-requisite Work
      • Step 1: Job Analysis
        • Organisational Analysis
        • Work Analysis
        • Performance Analysis & Standards
        • Incentives / Disincentives
      • Step 2: Performance Work Statements & Outcomes
      • Step 3: Quality Assurance Plan for Performance Marketing
    • Service Level Agreement (SLA)
  • PROCURING PERFORMANCE-BASED CLEANING SERVICES
    • Procurement Methods & Contractual Arrangements
    • Performance-Based Procurement of Cleaning Services
    • Award of Performance-Based Cleaning Services Tender
  • MANAGING PERFORMANCE-BASED CLEANING CONTRACTS
    • Transiting to Performance-Based Service Contracts
    • Managing Service Quality Outcomes & Payments
    • Relationship Management & Dispute Resolution
Who should take this course?

The course will benefit Service Buyers and Providers involved in procurement, tendering and
administration of Cleaning Services contracts.

Course Accreditation and Certificate of Attendance

The course has been approved for 7 PDU units under the PE Board Continuing Professional Development programme. Attendance certificates will be issued; they may also be suitable for meeting the CPD requirements of other relevant professional bodies not operating a CPD course accreditation system.

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