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WorksheetsOperations and Maintenance
Total questions: 69
Worksheet time: 35mins
If a complete, accurate inventory/register is not available, which of the following is a reasonable activity to produce that knowledge?
Estimate the age and condition of major systems by talking with maintenance staff.
Start an inventory/register as each system and component is replaced.
Acquire spare parts so that any breakdown can be addressed using existing inventory.
Initiate a tour to assess and update inventory condition.
Which of the following statements represents the key difference between a strategic facility plan and a tactical plan?
The strategic plan expresses goals and the tactical plan specifies how goals are achieved.
The strategic plan is for the entire facility and the tactical plan is only for operations.
The strategic plan is measurable while the tactical plan is not.
The strategic plan is developed by the facility manager and the tactical plan is executed by staff and contractors.
Which of the following is a reason for having a complete and accurate inventory/register?
To satisfy regulatory requirements
To produce the best plan for operations and maintenance
To eliminate breakdowns
To protect against security breaches
In order to competently apply a strategic plan and begin to develop a maintenance schedule, which of the following elements is needed first?
Agreement on which activities will be done by staff and which by contractors
An agreed upon policy for which items to run-to-failure
A complete inventory/register of physical assets
Assignment of contacted personnel to operations and maintenance activities
Which of the following statements is correct regarding the competent facility manager’s responsibilities relative to operations and maintenance?
Decide the facility’s mission
Determine type of occupants
Develop the highest possible reliability at lowest overall total cost
Develop the facility’s ownership strategy
Which of the following statements is true concerning plumbing systems? They:
should be run at the lowest acceptable pressure to maintain longevity.
need to be durable for the anticipated life of the building because most of the system is out of sight.
are considered a medium-term investment that will be outdated within the life of the building.
are always separate from fire suppression systems.
Which of the following aspects of a landscape design might pose a security concern?
Clusters of trees that block light and sight lines
Walking paths that use mulch rather than hard surface
Lack or improper positioning of rainwater downspouts
Fountains and reflecting pools
Which of the following defines the concept of environmental sustainability?
A more intensive maintenance approach to lengthen the working life of a system or equipment
A method for comparing the relative value of staff against contractors
A method to relate emissions of volatile organic compounds to equipment performance levels
Assuring the creation and use of a built environment which does not harm the natural environment
A typical building envelope consists of which of the following features?
Roof and exterior walls
Foundation
Trusses, beams and joists
Exterior signage
Relative to a facility's grounds, in what way are perimeter detection, deterrence, and building access devices a critical responsibility for a facility manager?
Fire safety
Security
Pedestrian traffic flow
Building envelope
For which of the following systems are the condition of surfaces, current inspection reports, entrapment concerns and standby power considerations for operations and maintenance?
Electrical
Heating, ventilating and air conditioning
Transport
Plumbing
An effective landscape design:
accommodates multiple stakeholders.
ensures minimal year-round maintenance.
minimizes the organization’s initial investment.
does not include hard surface elements.
Which of the following statements is true of exterior structures and elements?
They project an image to the public and to occupants.
They do not require formal, scheduled operations and maintenance.
They may include safety and security systems.
They describe the load-bearing and structural aspects of a building.
A facility manager needs to order exterior signage for a new building for facility maintenance equipment, and has asked the appropriate internal departments for approvals related to cost, actual text and organizational style/font/colors. What else should the manager consider?
Reviewed the project with Security.
Approve budget with Accounting or Finance.
Conduct a focus group of building occupants to ensure occupant acceptance.
Ensure compliance with local ordinances or codes.
Facility interiors:
do not include removable items such as fixtures or furnishings, hardware or electrical switches/plates.
only describe walls, floors, doors, and window frames.
define everything inside a structure that is subject to foot or hand traffic.
include all elements within a structure and not actively supporting it.
Which of the following conditions in an interior space might cause poor air quality?
Insufficient lighting
Missing railings
High humidity
Which of the following circumstances may indicate the presence of or produce mold?
Wood shrinkage, warping, uneven wear, decay
Lamps that fail with unusual frequency
Cracks in foundations that may permit water intrusion
Poorly aligned openings
Which of the following items is considered part of the facility’s hardscape?
External lighting controlled with the facility building automation system
Walkways and roadways leading to the facility entrance
Facility roof
Mature trees and permanent landscaping elements
How does moisture in walls or beneath roofs most directly relate to air quality?
Under the right conditions it can produce mold or algae harmful to human health.
It can lead to corrosion of metals that emit volatile vapors.
It can reduce the effect of insulation causing uncomfortable temperature swings.
It can deteriorate walls or roofs to let in too much outside air.
If installation is represented within the useful life of an asset, which of the following options does replacement represent?
Maintenance throughout the asset’s original purpose and use
Removal to exchange one asset for another of similar functional capacity
Determining where that asset is to be located and its schedule of maintenance
Comparison of that asset to similar assets in the facility’s inventory
Relative to emergency operations, which of the following is a description of escalation?
The use of first responders and outside professionals rather than security staff
A pre-planned determination of how to respond to specific conditions with a level of intensity
A critical decision level in which the facility manager or automated systems signal building evacuation
The shut-down of elevators and other internal mechanical transport systems
Which of the following statements describes the approach to preventive maintenance as an equipment maintenance strategy?
Provide as a method to virtually eliminate breakdowns
Use as an expensive, but necessary alternative to predictive maintenance
Replace or remanufacture at a fixed interval regardless of equipment condition
Provide only for critical equipment systems and structures
Reliability-centered maintenance (RCM) is:
a policy of 100% planned maintenance.
a philosophy to balance the total expense of predictive and preventive maintenance against the total cost of breakdown.
an alternative model to measuring lowest total cost of ownership (TCO).
a way to measure equipment run-to-failure modes.
Corrective and emergency activities are examples of what general type of maintenance?
Non-predictive
Planned
Unplanned
Critical
Which of the following provide reliable information about the potential maintenance costs for a physical asset?
Occupant complaints
Specifications from a manufacturer of similar equipment
Testimonials in marketing materials
Manufacturer specifications
Which of the following information may be recorded or tracked by a computerized maintenance management system (CMMS)?
Facility O&M strategic plan
Parts inventory suggestions
Schematic alterations to work spaces
Computer-aided design
Which of the following definitions most accurately describes life-cycle costing?
An accounting method to balance maintenance with operations costs
A business concept that helps determine whether to rent or own a facility
A measurement of the total cost of ownership over the life of an asset
A measurement that compares total cost of operations to cost of replacement
Which of the following definitions describes the term life cycle relative to operations and maintenance of assets?
Estimated life expectancy of a system if no maintenance is performed
Manufacturer’s warranty period
Initial cost of equipment compared to operating costs
Useable life span
Which of the following statements about the physical assets in a facility’s inventory/register is correct?
Not all physical assets have a built-in useful life.
Assets that are similar can be compared to predict their useful life.
Physical asset life spans tend to match the expected life span of the facility itself.
All assets require scheduled, preventive maintenance.
Which of the following statements describes a main goal of disposal?
Remove an asset while it can still provide a secondary use.
Avoid breakdown because of unplanned maintenance.
Obtain the best overall value at the end of the component’s life cycle.
Maintain highest possible operability without regard for replacement costs.
The answer to which of the following questions will help a facility manager decide whether it is time to replace a boiler?
Can the boiler be repaired to meet average demands?
What is the boiler’s residual value if it is replaced?
Do the cost of repairs and maintenance exceed the cost of replacement?
How will the facility manage the down time during the replacement?
Which of the following actions would the competent facility manager typically use to begin a comprehensive process for managing energy?
Establish a baseline of current consumption based on bills and meter readings.
Hire a contractor or consulting firm to perform an energy audit.
Replace all light bulbs with energy-efficient alternatives.
Publish an energy conservation program and train all occupants in energy-saving techniques.
Which of the following is used to screen and assign all work requests for maintenance and repair?
Work management center (WMC)
Change order
Standing work order
Inventory checklist
Among the descriptions below, which best describes the purpose of commissioning?
Audits and oversight by third parties to reveal lapses and gaps in maintenance
Evaluating and verifying newly installed systems for operational performance as designed
Increasing pay or incentives for groups or individuals to support behaviors
Approving a maintenance schedule or work plan so that activities can begin
Which of the following items is considered the primary document used to manage maintenance tasks and activities?
Move and change requests
Manufacturer specifications
Work order
Occupant complaint logs
Which of the following phases describes the measurable start of an asset's life cycle?
Operation and maintenance
Acquisition and installation
Removal and recycling
Research and planning
Which of the following approaches would a facility manager most typically use when developing service plans that reflect what occupants need?
Reduce disruptions during moves and relocations.
Hire additional contract services to improve service response.
Increase occupant interactions with staff.
Survey occupants for their input.
FM announces an extensive parking garage maintenance project, describing the areas affected and the project timeline. In a regular FM meeting, a staff member reports conversations with occupants that indicates they are concerned about the project and very doubtful about the announced scope and its impact on parking resources and occupants’ work schedules. What might explain the occupant reaction?
The facility has insufficient parking.
FM communication on previous projects was insufficient and one-sided.
The project’s timing could have been better.
The announcement should have included more technical information about the planned maintenance.
A manufacturer has opened a new facility in an area where land was relatively inexpensive. However, the site is located at some distance from where most employees would live and it is not well served by public transportation. Managers are concerned about their ability to hire sufficient, skilled workers. Can FM affect this situation?
Help find local housing for employees.
Extend food service hours.
Conduct an occupant survey to identify needs.
Arrange shuttle service.
Which of the following statements most accurately describes level of service?
Anticipated hours of work to determine whether to use staff for a specific job or task
Lowest acceptable quality of outcome at least possible cost
Measurement of delivered service compared to an industry average
Quality of service required to meet occupant needs without hindering facility mission
Which of the following statements is true of the facility manager’s responsibilities regarding work performed by contractors and staff?
Should be represented through the work plan and monitored/overseen by the facility manager
Should be limited to non-critical occupant services such as custodial, grounds maintenance and typical facility support activities
Should be limited to security and safety activities that are critical to human health and protection
Should be self-monitored through service level agreements without facility manager oversight
Relative to alterations or move management, which of the following is a description of churn?
Amount of occupant relocation within an organization within a specified period
Time/motion study of wasted or unproductive activity based on facility layout
Annual change (loss or replacement of occupants) tracked as a trend
Flow studies of vehicle and personnel movement during emergency preparedness practices
Occupant services include FM deliverables such as:
installing an automatic teller machine (ATM) in a building lobby.
ensuring healthful indoor air quality for all occupant areas.
conducting occupant surveys.
providing flexible control over lighting.
Which of the following documents formally defines quality expectations for occupant services?
Job description
Standing work order
Balanced scorecard (BSC)
Service level agreement (SLA)
Incentives or rewards can have many purposes, but which of the following states their main function?
To direct work output and results
To eliminate shoddy practices
To reduce conflict and mitigate disputes
To hold contractors or staff to a higher standard
Which of the following statements describes the primary purpose of negotiation relative to facility management?
A discussion intended to produce an agreement
Mental maneuvering to gain an advantage over the other party
Arbitration designed to trim costs or expenses
An adversarial approach to reach a facility manager’s goal
Which of the following activities would the competent facility manager typically manage internally rather than outsource?
Those that support the primary mission of the organization
Those that are labor intensive
Those that are secondary to the organization’s mission
Those that require little training or critical skills
FM has contracted for a major structural repair and is now dissatisfied with the way in which the work is being done. The contractor disagrees with complaints and insists the work is being done to specification and as described. Both sides seem locked in their positions. How could this have been avoided?
The contractor should have been screened more carefully.
The contract should have included a mechanism for dispute resolution.
The contract should have included a statement of how work would be performed.
FM should be more skilled in communication and the art of persuasion.
Which of the following explanations describes the typical purpose of a statement of work found in a service level agreement (SLA)?
It is a comprehensive listing of all the different occupant services the facility provides or intends to provide.
It lists specific tasks to be performed by the service provider.
It lists the main categories of the SLA such as responsibilities, performance, exceptions and so forth.
It details legal compliance and performance issues that are used to determine incentives and/or termination policies.
Which of the following statements describes why all aspects of the service level agreement and negotiations should be documented?
To keep the facility manager dominant in the relationship
To support the relationship and reflect the understanding of both parties
To continue to cut costs throughout the contract period
To hold the contractor accountable as often as possible
FM contracted with a custodial service two years ago. Since then, occupancy has increased by 15%. Occupant surveys indicate increasing dissatisfaction with custodial performance. How should FM respond?
Revisit the service level agreement with the contractor.
Explain need to lower expectations to occupants.
Review and enforce service level expectations with the contractor.
Ask the contractor to increase the number of custodians assigned to this contract.
Which of the following statements is correct regarding service level agreements (SLAs)?
They are the facility manager's reference point for monitoring service delivery.
They should be written by facility representatives to influence input from occupants and contractor representatives.
They are not quantitative but can indicate trends in expectations.
They are useful for negotiating with contractors but not as a means to set performance levels for staff.
Which of the following statements generally describes the most effective means to resolve contract disputes?
Refer to the service level agreement for clarification.
Refer other party to the legal department.
Refuse further negotiations until the other party provides an offer.
Offer incentives to overcome disagreements.
Which of the following statements is accurate when considering contracting versus staffing for services?
It should be determined solely on total contract cost compared to estimated staff hours.
Contracting is always more expensive than staffing for services.
It should be considered an interdependent, mutually-beneficial relationship.
It is decided by comparative response times and proximity of the contractor.
Which of the following statements represents a useful statement of work for a custodial activity?
Wipe mirrors until smudge-free and polish all unpainted surfaces within reach.
Wipe mirrors and unpainted surfaces to satisfactory finish.
Wipe mirrors with final, dry cloth to acceptable finish.
Clean mirrors and unpainted surfaces as required.
Which of the following approaches may determine whether to contract or staff for a specific operations or maintenance service?
Use economic principles that compare costs to train and equip staff against the responsibility, response requirements, and costs of contracting.
There is no recognized approach for determining whether to staff or contract services so hire and train staff as budget permits and management allows.
Compare proposal responses among at least three contractors and negotiate for the lowest fee compared to total labor cost for that service performed by staff.
Staff costs are always lower, so hire contractors only for compliance, regulatory or specialized individual services.
Which of the following statements describes the role of incentives relative to operations and maintenance activities?
They are specific to financial inducements such as bonuses, prizes and gifts.
They may be used with staff but are difficult to monitor with contracted services.
They may be financial or non-financial to influence a particular behavior or result.
They only work for the short term because they become expected and thus lose their value as incentives.
Which of the following characteristics should typically be unnecessary in a healthy negotiation process?
Compromise
Corporate objectives
Pressure
Confidence
A service level agreement (SLA) describes what services a contractor will provide and the metrics that will be used to assess the contractor’s fulfillment of the SLA. How could FM increase contractor performance beyond these minimal levels?
SLAs are designed only to focus on agreed levels of performance.
Include rewards in the SLA for exceeding mutually agreed goals.
Have an alternative contractor ready to assume the job as needed.
Use a less defined SLA that encourages innovation.
A new piece of equipment performs a task better but requires that operators use hearing protection devices or risk permanent hearing loss. This is an example of:
a hidden cost.
Poor risk management.
unsustainable management practices.
an operating cost.
Which of the following statements describes a useful occupant satisfaction goal?
Continually improve and raise the service quotient score.
Reduce satisfaction expectations to achieve lowest total cost of operations.
Continually reduce cost of operations until the point where complaint levels rise.
Keep the number of customer complaints at current levels.
Which of the following terms describes the concept of positioning strategic facility plans against occupant, facility, management, and financial goals?
Escalation strategy
Work flow process communication plan
Run-to-failure planned maintenance
Balanced scorecard (BSC)
Relative to life-cycle costing, degradation curves typically have what purpose?
• They are used by executive management to set building design standards.
• They are compared to manufacturer warranties in the event of premature failure.
• They estimate the rate and probability at which an asset may be impaired in its intended function.
• They determine whether a considered asset should be purchased.
What is the best way to recognize where natural deterioration makes continued maintenance impractical?
• There is no reasonable way to make this determination.
• When the asset fails.
• When work order log results show a trend that the cost of repair or replacement is less than ongoing maintenance.
• When maintenance costs for a particular asset are predicted to rise by 10% in a given year.
A facility boasts very high participation in its quarterly occupant surveys. What is a likely reason for FM’s success in this area?
• Occupants receive feedback from FM related to survey input.
• Surveys are anonymous.
• More frequent surveys tend to be more effective in engaging occupants.
• Occupants are highly dissatisfied about FM performance.
If performance measures summarized as KPIs tell the facility manager what to measure as goals, then the balanced scorecard (BSC) indicates:
• how to bring it together by positioning goal requirements relative to the strategic facility plan.
• where to trim costs or personnel as a way to improve profitability.
• if O&M building and services costs will rise or not.
• whether to award the work to staff or use contractors.
What is the benefit of being able to forecast maintenance costs?
• Long-term capital budgets can be prepared.
• Maintenance protocols can be adjusted.
• Maintenance tasks can be prioritized more rationally.
• A failure point can be predicted.
In a typical approach to facility management, which of the following alternatives represent the most crucial or highest summary of business metrics?
• Strategic facility plan
• Key performance indicators (KPIs)
• Work log reports
• Work process flow schedules
What is the typical relationship of the computerized maintenance management system (CMMS) relative to the balanced scorecard (BSC)?
• The CMMS indicates which systems to replace and which to maintain relative to the BSC.
• The BSC automates the inputs of the CMMS.
• There is no direct relationship between CMMS and BSC; both are life-cycle costing tools.
• The CMMS compiles work log results to support key performance indicators related in the BSC.
