Lesson 1Staffing models: rosters, skill matrices, supervision ratiosThis section explains how to design staffing models, including rosters, skill matrices, supervision ratios, and relief cover, ensuring compliance, resilience, and cost efficiency aligned with the tendered service scope.
Demand analysis and staffing assumptionsRoster patterns, shifts, and relief coverSkill matrices and multiskilling strategySupervision ratios and span of controlCompliance with labor laws and agreementsLesson 2Helpdesk design: call handling, ticketing, SLAs, escalation pathsThis section explains how to design a helpdesk that handles calls and tickets efficiently, defines SLAs and priorities, sets escalation paths, and integrates with CAFM and field teams to support end-to-end service delivery.
Helpdesk operating hours and coverage modelCall handling scripts and triage rulesTicket categories, priorities, and SLAsEscalation paths and incident ownershipIntegration with CAFM and field teamsLesson 3Operational model options: in-house, subcontracted, hybridThis section compares in-house, subcontracted, and hybrid delivery models, explaining how to evaluate cost, risk, control, and resilience, and how to justify the chosen model clearly within the tender response.
Characteristics of in-house delivery modelsWhen to use fully subcontracted deliveryHybrid models and interface managementCost, risk, and control trade-off analysisDocumenting and justifying the chosen modelLesson 4Cleaning service design: frequencies, specifications, deep-clean planningThis section explains how to design cleaning services, including zoning, frequencies, specifications, quality checks, and deep-clean planning, ensuring that standards, resources, and costs are clearly evidenced in the tender.
Zoning, space types, and risk categoriesCleaning frequencies and task schedulesCleaning specifications and methodsQuality inspections and scoring methodsDeep-clean planning and seasonal tasksLesson 5Use of technology: CAFM, mobile workforce, IoT sensors, real-time dashboardsThis section explains how to specify CAFM, mobile tools, IoT sensors, and dashboards in tenders, showing how data flows, integrations, and reporting support performance management, transparency, and continuous improvement.
Defining CAFM scope and core data structuresMobile workforce apps and field workflowsIoT sensor use cases and data ownershipReal-time dashboards and KPI visualizationSystem integration, security, and uptime SLAsLesson 6Subcontractor selection, management, and SLAsThis section covers how to prequalify, select, and manage subcontractors, define clear scopes and SLAs, allocate risk, and build performance, compliance, and exit provisions into the tendered service delivery model.
Subcontractor prequalification and due diligenceDefining scopes, interfaces, and responsibilitiesCommercial models and risk allocationSLA, KPI, and penalty structures for subsPerformance reviews, audits, and exit plansLesson 7Security coordination: scope boundaries, vendor management, incident responseThis section covers how to define security coordination boundaries, manage security vendors, align with site rules, and design incident response, communication, and reporting processes within the overall service solution.
Defining security scope and demarcation linesCoordination with client and site securitySecurity vendor selection and oversightIncident response workflows and loggingSecurity reporting, audits, and lessons learnedLesson 8Service level design: drafting KPIs, measurement methodology, reporting cadenceThis section details how to translate client requirements into KPIs, define measurement methods and data sources, set baselines and targets, and design a reporting cadence that supports governance and continuous improvement.
Translating requirements into measurable KPIsDefining measurement methods and data sourcesSetting baselines, targets, and tolerancesDesigning reports, formats, and audiencesReporting cadence and governance meetingsLesson 9Technical maintenance strategy: PPM, reactive maintenance, asset registersThis section details how to build a technical maintenance strategy, covering asset registers, PPM regimes, reactive maintenance workflows, and criticality-based planning to support reliability and lifecycle cost control.
Building and validating the asset registerPPM strategy, frequencies, and standardsReactive maintenance workflows and SLAsCriticality, risk, and maintenance prioritiesSpare parts, warranties, and lifecycle plans
