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Certified Facility Manager (CFM)

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1. A metric that helps to assess progress towards successful completion of a relocation is an example of a(n)
best practice service specification. key performance indicator (KPI).
2. A significant shift in quality during the early 20th century was
using inspection to prevent shipping defective materials. planning for quality rather than managing processes. controlling processes rather than inspecting for defects
3. Which of the following processes is most likely to result in new knowledge of how to identify and deal with constraints in a major FM service process?
Customer segmentation Benchmarking Trend analysis
4. Which of the following is the best example of applying systems thinking in response to a minor property fire?
Put out the fire and examine fire-suppression devices and practices, other fire patterns and fire and safety codes. Put out the fire and locate backup fire stations in the area as part of a contingency plan. Put out the fire and study patterns of where any other property fires have occurred.
5. To solve a complex service problem that involves multiple providers, a facility manager solicits everyone’s feedback and also helps each provider to understand the “big picture” and not just their respective parts. These actions exemplify
systems thinking conflict-handling. 360° feedback.