Without data, you’re just another person with an opinion.
W. Edwards Deming
In FM, data is more than a metric. It’s how FM leaders bring clarity to the full scope of their facilities program. Without it, one incident can define the perception of an entire operation, and that’s an uphill battle to correct. This month, the CoreBuild™ Collective dug into KPIs and SLAs in our FM-only roundtable, exploring how to move beyond contract language into results that drive field performance.
Top highlights
What gets measured gets managed. As Deming’s words suggest, data is an FM leader’s defense. KPIs like IVR compliance, proposal timelines, and time to resolution aren’t just benchmarks, they’re the foundation of trust.
Your CMMS is only as good as your process. The platform may vary, but the value comes from how it’s used. Clean, structured data means accountability and performance clarity.
SLAs benefit from standardization. We aligned around common timelines by priority (P1 = 4 hours, P2 = 1 day, and so on) and discussed how automation removes guesswork for emergency and non-emergency work.
Bonus takeaway: if a KPI or SLA can’t be met, say so early. Communicate with FM leaders. Silence creates confusion, escalations, and delays in resolution. Communication builds credibility for FM leaders and service providers alike.
We’re building better partnerships from the FM side, and we’re just getting started.
That’s the kind of conversation happening inside the CoreBuild™ Collective. If you’re a multi-site FM leader who wants in, reach out at [email protected]. We’re especially looking to grow across the built environment: special services beyond retail (auto, storage), education, franchises, c-stores, and beyond.