Benchmarking Questionnaire on
Facility Management Costs and Business
Practices
April 21, 2004
Introduction
KPMG has been contracted by Hydro Quebec’s Facility Management Division to perform a benchmark study
on the management of administrative buildings (both office and industrial facilities). Ultimately, the intent is to
draw comparisons with similar organizations throughout North America.
We are pleased to invite you to participate in this benchmark study. Our goal is to collect comparative
information on various facility management elements, including:
„
financial metrics on the management of your facility management department in 2003;
„
non-financial metrics on the management of your facility management department in 2003;
„
information on your business practices.
You can complete this questionnaire and return it by e-mail. Alternately, we can organize a conference call at
your convenience to answer the following questions verbally.
The results presented to Hydro Quebec’s Facility Management Division will be aggregated to preserve the
confidentiality of your responses. As a token of appreciation, each organization that participates in this
benchmark survey will receive an executive summary of the study results.
On behalf of Hydro-Québec and ourselves, we thank you for your cooperation.
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General Information
Organization name:
Contact person name:
Position:
Telephone:
E-mail:
ORGANIZATIONAL PROFILE
Employee information
Total number of employees:
Number of occupants (including permanent and temporary employees,
contract workers and consultants with access to a workstation):
Number of occupants used to calculate ratios in this questionnaire, if different
from previous response:
Information on rentable area (usable office space in addition to its share of common floor and common building areas –
ref.: BOMA)
Total square meters being managed:
o
Leased:
o
Owned:
%
%
M2
M2
Square meters by category:
o
Office space:
o
Others:
%
%
M2
M2
Square meters by location:
o
Urban centres:
o
Regions:
Does your organization’s facility management department work in a shared
services environment?
Do you rely on external suppliers for your space planning services?
Does your administrative unit have a quality certification? (e.g. ISO,
Qualimètre, etc.) If so, please specify
%
%
Yes
No
Yes
No
Yes
No
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2003 Financial Metrics
Occupancy costs per square meter
Occupancy costs (sum of A, B, C)
Square meters
$
=
-
=
M2
$ per M 2
The occupancy costs consists of the operating costs, fixed asset costs and general costs. Please provide the cost
breakdown.
Categories from BOMA
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A. Operating costs
$
%
Sanitary management (1)
-
Interior maintenance and repairs (2)
-
Exterior maintenance and repairs (3)
-
Utility costs (4)
-
Security costs (5)
-
Building management (6)
$0
Partial operating costs - as per BOMA
0.0%
Leasing expenses (7)
$0
Total operating costs
100.0%
What is the proportion of labour expense compared to the total operating costs?
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Each cost category enclosed in brackets ( ) is explained in the "Definitions" section.
B. Fixed asset costs
$
%
Depreciation
-
Financial costs
-
Taxes
-
Others (please specify)
-
Total fixed asset costs
$0
0.0%
C. General costs
$
%
Information technology (8)
-
Financial accounting (9)
-
Environnemental costs (10)
-
Human resources (11)
-
Others (please specify)
-
Total general costs
$0
0.0%
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Occupancy costs per square meter (cont’d)
Yes
Does your organization calculate this metric using a different method?
No
If so, what metric did you obtain?
Occupancy costs (Sum of A, B, C)
Square meters
$
=
M2
$ per M2
-
=
What are the differentiating factors?
Occupancy costs per occupant
Occupancy costs (Sum of A, B, C)
Number of occupants
=
$
Occupants
=
=
$
Occupants
=
-
$ per occupant
-
$ per occupant
Space planning costs per occupant
Space planning costs (D)
Number of occupants
Space planning costs (D)
No. of resources
Internal External
$
Planning: corporate objectives, annual program, three-year
plans, etc.
Coordination: project management, identification and
accountability of stakeholders
%
-
Design: proposals, preliminary and implemation plans
-
Implementation: layout and moving costs as well as major
renovation and construction costs
-
Furniture: management and maintenance
-
Others: signs, name plates, etc.
-
Total space planning costs
$0
0.0%
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Non-financial Metrics for 2003
Square meters per occupant
Rentable area1 in both rented and owned
buildings
Number of occupants
M2
Occupants
=
=
-
M2/occupant
-
%
Vacancy rate
Vacant rentable area1
1
Rentable area in both rented and owned
buildings
M2 x 100
=
=
M2
Occupant churn rate
Number of occupants relocated in the year
Number of occupants
x 100
=
0
=
%
Workstation utilization rate
Workstations used
Total workstations available for use
1
=
x 100
=
0
%
Usable office space in addition to its share of common floor and common building areas – ref.: BOMA
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Information on Business Practices
1. Maintenance of the facility management assets
A. What proportion of your maintenance and operating fees is paid to internal and
external suppliers (subcontractors, outsourcing partners)?
External
%
Internal
%
100%
Comments:
B. What type of maintenance and operating tasks do you outsource for your facility management assets?
C. What percentage of your maintenance budget is allocated to preventive and
corrective tasks?
Preventive
%
Corrective
%
100%
Comments:
2. Space planning
A. The North American facility management market focuses more and more on workstations that are planned in
a homogenous manner (identical workstations, modular furniture, cubicles, etc.).
Do you apply this practice in your organization?
If so, in which proportion (% of workstations)?
No
Yes
%
Comments:
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B. Does your organization apply the principle of occupational centres?
This practice aims at grouping business units within the same division in close proximity
to facilitate personnel movement in the case of divisional reorganizations and serves to
significantly reduce moving costs.
Yes
No
Comments:
C. What is the average space allocated to
each workstation in your organization?
M2
M2/Workstation
Workstation
Comments:
3. What orientations and principles underlie your facility management strategy? (Location, building
categories, ownership vs. leasing, average leasing term, etc.)?
4A. How many leases does your organization manage?
4B. Number of employees assigned to lease management (negotiation, analysis, renewal, etc.)
5. Number of employees assigned to lease payment?
6A. How many municipal tax accounts does your organization manage?
6B. Number of employees assigned to tax accounts payment?
7.
Chargeback of facility management costs
A. Are facility management costs billed to internal clients?
Yes
No
Explanations:
Comments
Do you have comments on this questionnaire or the information being benchmarked?
We thank your for your cooperation. You will receive the executive summary of this study results shortly.
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Definitions
(1) Sanitary management
costs
Includes salaries and benefits of employees and supervisory staff as well as the costs of
contracted work, equipment and supplies, waste removal and recycling efforts dedicated
to maintaining interior sanitation and cleanliness.
(2) Interior maintenance
and repairs expenses
Any preventive and corrective maintenance as well as equipment replacement costs.
This category focuses on electrical and HVAC (heating, ventilation, air conditioning)
systems, plumbing, fire protection, structure, roofing, building envelope, elevators and
other building components. It includes salaries and benefits of employees and
supervisory staff as well as maintenance contracts, equipment, supplies and parts,
maintenance vehicles, and environment-related costs.
(3) Exterior maintenance
and repairs expenses
Encompasses snow removal and landscaping expenses as well as the costs associated
with the preventive and corrective maintenance or the replacement of equipment outside
the buildings (e.g. in free parking facilities). This category includes salaries and benefits
of employees and supervisory staff as well as maintenance and services contract,
equipment, supplies and parts costs.
(4) Utility costs
Purchase costs of energy destined for heating, air conditioning, lighting and building
services: electricity, gas, fuel oil, chilled water and steam. Also includes water and
sewage costs.
(5) Security costs
Expenses to protect any building and its occupants through the maintenance and
operations of burglar alarm, surveillance, fire alarm and access control systems. This
category includes salaries and benefits of employees and supervisory staff as well as
maintenance and service contracts, equipment, supplies and parts costs.
(6) Building management
expenses
Expenses directly related to building management. Includes salaries and benefits of
managers, secretaries and assistant building managers, professional or management fees,
training, IT and general office costs as well as travel expenditures.
(7) Leasing expenses
Leasing expenses and other costs excluded from leases.
(8) IT expenses
Expenses including office automation, software development, systems support and
maintenance as well as telecommunications costs.
(9) Financial accounting
Expenses related to financial planning and control activities such as budget management,
financial analyses, costing, internal and external billing, financial statements, business
plans and operating reports.
(10) Environmental costs
Costs related, among others, to implementation and maintenance of environmental
management systems, (e.g. ISO 14001), internal and external audits, environmental
inspections, management reviews and monitoring activities.
(11) Human resources
Expenses related to recruitment and staffing, compensation program management, social
benefits, industrial relations, training and development, etc.
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