5 Metrics Every Office Manager Should Track
Facility managers are responsible for making sure that the office space and resources are meeting the needs of all employees. In order to evaluate whether or not the office is running productively, facility managers need to measure and track how different resources are being used and how often facility requests are made. Here are five common facility management metrics every office manager should know.
1. Office utilization rate
Facility managers need to make sure that the company is maximizing the value of the office's physical space. One way to do this is to look at the office's utilization rate, which measures the percentage of total office space that is actively used.
You can also visualize occupancy on your current floor plan using a space management tool.
Identifying dead space and sketching out different floor plan scenarios can help to create an office that reflects employees' preferences without wasting resources and space.
2. Request resolution average time
Managing requests from employees can be a full-time task. Tracking how much time it takes to manage a request will help you to identify issues with the request management process. A request management system can give you real-time statistics on the average length of time it takes to complete a request and can help save time with a user-friendly interface and customizable workflows.
Look for trends by request type, requester and department, and identify if there are certain times of the week or month where requests take longer than average to resolve. If there are certain departments where the average resolution time is greater than normal, this may indicate that higher level changes are needed and that more attention and resources should be devoted to these areas. Tracking and observing the average resolution time for requests can help you to identify bottleneck periods and overcome them. It can also allow you to set a benchmark to measure your improved efficiency over time.
3. Request frequency
Similar to tracking the average time from facility request to resolution, it is also helpful to evaluate request frequencies over time. Look at request trends over a weekly, monthly and annual basis to identify peak seasons or periods for requests.
Do you see an uptick right before a long weekend? Do more requests come in on Mondays than Fridays?
Looking at the frequency of requests can also help to identify where and when resources might be running low. For instance, you may find that more flex desks are occupied at the beginning of the week, or that you need to restock printer ink before the end of the week. Tracking these patterns can help you to fix problems before requests are made and assist with your staffing and shift-planning decisions.
4. Number of end user complaints
Facility management teams work to serve their company to the best of their ability, which can be complicated due to ever-changing employee needs. Tracking end user complaints can help you realize where office procedures can be fixed or streamlined for optimal productivity. For example, if you're using outdated spreadsheets or PDFs for your office floor plan, you may receive a number of complaints that these files are out of date. Similarly, if visitors are often getting lost in the office or commenting on their inability to find their destination, your office wayfinding may need to be fixed. Tracking the specific types of complaints you most commonly receive can help you to determine priorities, like providing employees with real-time floor plan updates or visual directories.
5. Utility consumption per square foot
Utility cost is another commonly-used metric in facility management. Calculating your office’s total utility costs involves calculating your costs for heat, water, electricity, phone, gas and other expenses, and dividing that sum by the total number of square feet in your office. If you’re looking to save money on utilities, consider investing in energy-efficient appliances and implementing energy-saving policies, like shutting down computers and printers at the end of each workday. Setting a goal for utility consumption and getting all departments on board can help the office cut back on unnecessary waste and spending.
Office managers are responsible for making sure that day-to-day operations are increasing productivity and reducing operational costs. With the proper software and metrics, office managers can track progress and identify bottlenecks to make sure the office is running as effectively as possible.
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