Quality
This domain focuses on service excellence. Facility managers define service levels, measure outcomes, and ensure continuous improvement. Quality management strengthens FM’s role in organizational success.
Subdomains of Quality
Quality Management
Facility managers must ensure services and products meet expectations and follow standards. This includes setting up a quality system with the right structure, processes, and tools. They use performance metrics to track success, apply quality assurance practices to meet contract goals, and ensure legal and regulatory compliance. Contract oversight is also key—managers must confirm vendors meet service level agreements (SLAs) and deliver full value.
Quality Improvement
This subdomain focuses on making services better over time. Facility managers use improvement models—like the plan, do, check, act (PDCA) cycle—to find problems, test solutions, and adjust strategies. The goal is to keep improving performance to better meet user needs and expectations.