Infrastructural Facility & Service Management
Niveau
Introductory & advanced
Learning outcomes of the courses/module
The participants:
• explain the significance of service level agreements (SLAs) and key performance indicators (KPIs) in infrastructural facility management.
• develop and formulate service descriptions for cleaning, caretaking, and workplace services in accordance with defined quality standards.
• analyze metrics for service quality, productivity, and cost-effectiveness and evaluate their informative value for operational control.
• work with common tools and checklists for quality assurance, service documentation, and communication between clients and service providers.
• explain the significance of service level agreements (SLAs) and key performance indicators (KPIs) in infrastructural facility management.
• develop and formulate service descriptions for cleaning, caretaking, and workplace services in accordance with defined quality standards.
• analyze metrics for service quality, productivity, and cost-effectiveness and evaluate their informative value for operational control.
• work with common tools and checklists for quality assurance, service documentation, and communication between clients and service providers.
Prerequisites for the course
Introduction to Real Estate & Facility Management
Course content
- Fundamentals of infrastructural facility management
- Service level agreements and key performance indicators
- Quality and service-level agreements in cleaning and building services
- Service specifications, tenders, and procurement strategies
- Control systems and audits
- Sustainability and occupational safety in facility services
- Communication and interface management between clients, users, and service providers
- Service level agreements and key performance indicators
- Quality and service-level agreements in cleaning and building services
- Service specifications, tenders, and procurement strategies
- Control systems and audits
- Sustainability and occupational safety in facility services
- Communication and interface management between clients, users, and service providers
Recommended specialist literature
- Nävy, J., & Schröter, M. (2013). Facility Services – Die operative Ebene des Facility Managements (1. Aufl.). Berlin, Germany: Springer Vieweg.
- Kaiser, C., Nusser, J., & Schrammel, F. (Eds.). (2025). Praxishandbuch Facility Management (2. Aufl.). Wiesbaden, Germany: Springer Fachmedien.
- Kaiser, C., Nusser, J., & Schrammel, F. (Eds.). (2025). Praxishandbuch Facility Management (2. Aufl.). Wiesbaden, Germany: Springer Fachmedien.
Assessment methods and criteria
Portfolio assessment
Language
German
Number of ECTS credits awarded
3
Semester hours per week
Planned teaching and learning method
Lectures, discussions, exercises, case studies, group work
Semester/trimester in which the course/module is offered
4