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CONFIDENTIAL
SEPTEMBER 2021 SEMESTER
FINAL EXAMINATION
(ESSAY)
COURSE : STRATEGIC FACILITY MANAGEMENT
CODE : SMFM5113
DATE : 16-12-2021 10:00 AM
TIME : 16-12-2021 10:00 AM - 17-12-2021 10:00 AM
INSTRUCTIONS TO CANDIDATES
1. This question paper is set in ENGLISH.
2. ANSWER ALL questions using ENGLISH ONLY.
3. Read CAREFULLY the instructions for each PART.
4. Submit your answer ONLINE.
5. Submission deadline : 17-12-2021 10:00 AM
6. Total number of answer pages SHOULD NOT EXCEED 20 pages.
This question paper consists of Part A and Part B only
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PART A
INSTRUCTIONS
Part A contains TWO questions. Answer ALL.
QUESTION MARKS
1. One of the roles of the strategic facility manager is to ensure that facilities service provision provides
value to the core business.
Discuss the roles and responsibilities of strategic facility manager to ensure effective integration
between the three levels (strategic, tactical and operational). You can provide examples to support
your discussion.
( Total: 20 )
2. Fayol's 14 principles emphasise improving managerial effectiveness.
Relate at least SEVEN Fayol's principles to the application of the facility management approach. You
can support with the current work environment.
( Total: 20 )
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PART B
INSTRUCTIONS
Part B contains FIVE questions. Answer THREE.
QUESTION MARKS
1. One of the challenges for the facility management industry is to remain competitive in innovation
which can play a major role in improving productivity and customer satisfaction in services.
Describe the characteristics and best practices steps to implement service innovation in the context
of facility management. You can provide examples to support your discussion.
( Total: 20 )
2. The objective of performance measurement system is to assist organisations to define a set of
measures to reflect their objectives and assess their performance periodically.
As a senior consultant, you are required to present in detail suitable performance measurement
practice to be adopted in FM company. Convince the stakeholders by sharing the attributes which can
measure their company’s performance.
( Total: 20 )
3. Based on the ISO model, the perspective on facility management requires some knowledge and skills
beyond the traditional facility manager.
Describe the knowledge and skills needed for a facility manager to be competent and effective in
framing the facility strategic planning.
( Total: 20 )
4. Facility audit helps the facility manager to establish a baseline for measuring facilities maintenance
progress.
Propose a facility audit programme of your choice in any industry using at least FIVE aspects
highlighted by Langston and Lauge (2013).
( Total: 20 )
5. Facility managers face challenge to help organisations understand and not view FM as a cost center.
There are six models of service excellence in FM suggested by the Center for Facilities Management
Development (CFMD) at Sheffield Business School.
As the total facilities management service provider for one of the hotels in Malaysia, demonstrate how
you can provide excellent service using ONE of the models suggested by CFMD.
( Total: 20 )
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END OF QUESTION PAPER
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