Enhancing Facilities Operations with Proactive Planning | John Boucher

03/13/25 • 41 min

What key strategies can facilities managers adopt to enhance service delivery, improve communication, and build effective maintenance programs?

John Boucher, the Director of Facilities Planning and Management at Harvard Art Museums shares valuable insights from his extensive career in facilities management, emphasizing the importance of viewing it as a service industry. He discusses the significance of understanding customer needs, maintaining proactive programs, and ensuring prompt communication. John also reflects on his personal journey from being a Navy electrician to a senior facilities manager, and how Harvard's educational benefits contributed to his career advancement. He also discusses the importance of treating people like people and having genuine interactions to build relationships.

Takeaways:

Glean insights from the service industry: Facilities management is similar to the service industry. It's about anticipating and meeting customer needs, much like asking "Do you want fries with that?" John Boucher emphasized adopting this mindset to better serve facility users.
Maintain a clean and welcoming environment: Ensure facilities are clean, welcoming, and comfortable. Recognize that different users have unique needs, and it’s essential to address those individual requirements.
Proactively meet users' needs: Actively engage with users to understand how they interact with the facility. Regularly seek feedback and be prepared to adjust operations to better serve their needs.
Prioritize responsive communication: Respond to emails, calls, and inquiries promptly, even if you don’t have a final answer. Acknowledge the query and commit to finding the information. This reduces complaints and enhances communication.
Establish comprehensive PM programs: Set up Preventive Maintenance (PM) programs to routinely maintain and inspect equipment. Use Computerized Maintenance Management Systems (CMMS) to track PM and Corrective Maintenance (CM) tasks, aiming to resolve issues before they arise.
Enhance staff training: Provide continuous training for maintenance staff to ensure proper inspection and upkeep of equipment. Regularly update training sessions based on recurring issues identified through maintenance records.
Engage with staff on a human level: Develop a management style that fosters frequent engagement with staff. Simple actions like greeting employees and checking in on their well-being can significantly boost morale and improve the work environment.

Quote of the Show:

“I like to tell people that you need to learn how to say, 'Do you want fries with that?' because it's the same idea. You need to anticipate your customer's needs, and sell them on what will make their life better."

Links:

LinkedIn: https://www.linkedin.com/in/john-boucher-9001113/
Company website: https://harvardartmuseums.org/
Email: [email protected]

Shoutouts:

Harvard Extension Program: https://extension.harvard.edu/
Harvard Fire Safety Group

Ways to Tune In:

Spotify: https://open.spotify.com/show/0M2XB78b09i5vkWy1eHsxb
Apple Podcasts: https://podcasts.apple.com/us/podcast/facility-rockstars/id1729458441
Amazon Music: https://music.amazon.com/podcasts/60bbc4f3-a123-47ca-9a83-eade102c5859/facility-rockstars
Podchaser: https://www.podchaser.com/podcasts/facility-rockstars-5616662
YouTube: https://youtu.be/j_pxrNmTPEI
Facility Rockstars Newsletter: https://subscribe.kaloutas.com

Facility Rockstars is sponsored by Kaloutas, operating the way you operate in order to make your life easier. Learn more at: https://www.kaloutas.com

What key strategies can facilities managers adopt to enhance service delivery, improve communication, and build effective maintenance programs?

Takeaways:

Glean insights from the service industry: Facilities management is similar to the service industry. It's about anticipating and meeting customer needs, much like asking "Do you want fries with that?" John Boucher emphasized adopting this mindset to better serve facility users.
Maintain a clean and welcoming environment: Ensure facilities are clean, welcoming, and comfortable. Recognize that different users have unique needs, and it’s essential to address those individual requirements.
Proactively meet users' needs: Actively engage with users to understand how they interact with the facility. Regularly seek feedback and be prepared to adjust operations to better serve their needs.
Prioritize responsive communication: Respond to emails, calls, and inquiries promptly, even if you don’t have a final answer. Acknowledge the query and commit to finding the information. This reduces complaints and enhances communication.
Establish comprehensive PM programs: Set up Preventive Maintenance (PM) programs to routinely maintain and inspect equipment. Use Computerized Maintenance Management Systems (CMMS) to track PM and Corrective Maintenance (CM) tasks, aiming to resolve issues before they arise.
Enhance staff training: Provide continuous training for maintenance staff to ensure proper inspection and upkeep of equipment. Regularly update training sessions based on recurring issues identified through maintenance records.
Engage with staff on a human level: Develop a management style that fosters frequent engagement with staff. Simple actions like greeting employees and checking in on their well-being can significantly boost morale and improve the work environment.

Quote of the Show:

“I like to tell people that you need to learn how to say, 'Do you want fries with that?' because it's the same idea. You need to anticipate your customer's needs, and sell them on what will make their life better."

Links:

LinkedIn: https://www.linkedin.com/in/john-boucher-9001113/
Company website: https://harvardartmuseums.org/
Email: [email protected]

Shoutouts:

Harvard Extension Program: https://extension.harvard.edu/
Harvard Fire Safety Group

Ways to Tune In:

Spotify: https://open.spotify.com/show/0M2XB78b09i5vkWy1eHsxb
Apple Podcasts: https://podcasts.apple.com/us/podcast/facility-rockstars/id1729458441
Amazon Music: https://music.amazon.com/podcasts/60bbc4f3-a123-47ca-9a83-eade102c5859/facility-rockstars
Podchaser: https://www.podchaser.com/podcasts/facility-rockstars-5616662
YouTube: https://youtu.be/j_pxrNmTPEI
Facility Rockstars Newsletter: https://subscribe.kaloutas.com

Facility Rockstars is sponsored by Kaloutas, operating the way you operate in order to make your life easier. Learn more at: https://www.kaloutas.com

Previous Episode

Fire Safety, Collaboration, and Volunteerism - Joe Gilliland - Facility Rockstars - Episode # 052

Joe Gilliland, Senior Director of Health, Safety, and Environment (HSE) at Sanofi, discusses the importance of volunteerism and community involvement. With over 20 years of experience, Joe emphasizes the value of integrating HSE with facilities and operations to enhance workplace safety and productivity. He recounts a tragic safety incident early in his career that recalibrated his focus on preventing accidents and learning from root cause analysis.

Joe shares insights on fire safety systems, particularly advocating for simpler, maintenance-friendly solutions. He also touches on his volunteer work, involvement in community organizations, and personal interests in outdoor activities and firefighting. The episode underscores the significance of collaboration, continuous learning, and focusing on high-risk, low-occurrence safety measures.

Takeaways:

Focus on Volunteerism and Giving Back: Volunteering plays a vital role in strengthening community ties and fostering engagement. With over 20 years of experience as a volunteer and career fireman, the impact of volunteerism in building community support and involvement is clear.
Simpler Systems are Better: When it comes to safety and fire suppression systems, simplicity is key. Complex systems that require extensive maintenance are less reliable, whereas basic, low-maintenance systems like heat and smoke detectors tend to be more effective and practical.
Relentless Root Cause Analysis: A thorough and persistent approach to root cause analysis is essential for safety. Rather than assigning blame to individuals after an incident, it’s important to focus on uncovering contributing factors and addressing systemic issues. This ensures that corrective actions are targeted and prevent future occurrences.
Integrate Safety with Facilities and Quality: A holistic approach to workplace safety involves integrating safety, facilities management, and quality control into unified processes. This reduces redundancy and allows managers to address multiple aspects of safety and quality more efficiently in fewer, more effective walkthroughs.
Focus on High-Risk, Low-Occurrence Tasks: Prioritizing high-risk, low-occurrence tasks is crucial for maintaining safety. By applying the “high-risk, low-occurrence” concept from the fire service, critical safety elements are consistently checked and maintained, reducing the likelihood of significant safety issues.
Importance of Maintaining Relationships with Local Authorities: Strong relationships with local fire departments, police, and municipal authorities can be a major asset in facilities management. These relationships help streamline operations, especially when permits or changes are required, and ensure a more coordinated response in emergency situations.
Prioritize Critical Maintenance: In times of crisis, such as the COVID-19 pandemic, it’s crucial to prioritize essential maintenance tasks while delaying less critical ones. Despite workforce challenges, focusing on maintaining key operations ensured that vital areas received the attention they needed during a particularly challenging time.

Quote of the Show:

“It’s better to open doors than to close them.”

Links:

LinkedIn: https://www.linkedin.com/in/joe-gilliland-544b1611/
Website: https://www.sanofi.com/en

Ways to Tune In:

Spotify: https://open.spotify.com/show/0M2XB78b09i5vkWy1eHsxb
Apple Podcasts: https://podcasts.apple.com/us/podcast/facility-rockstars/id1729458441
Amazon Music: https://music.amazon.com/podcasts/60bbc4f3-a123-47ca-9a83-eade102c5859/facility-rockstars
Podchaser: https://www.podchaser.com/podcasts/facility-rockstars-5616662
YouTube: https://youtu.be/-i-XGOe4xw8
Facility Rockstars Newsletter: https://subscribe.kaloutas.com

Facility Rockstars is sponsored by Kaloutas, operating the way you operate in order to make your life easier. Learn more at: https://www.kaloutas.com

Next Episode

Embracing Personal and Professional Development - David D’Amore - Facility Rockstars - Episode # 054

How can embracing discomfort lead to both personal growth and meaningful change within an organization?

David D’Amore, Director of Facility Operations at AstraZeneca emphasizes the importance of discomfort in growth and shares his philosophy and experiences in becoming a successful facility manager.

The discussion delves into David's five pillars for personal and organizational success, focusing on avoiding scattered efforts and maintaining clear goals. David highlights the value of robust change management processes and the significance of collaboration over working in silos. He also narrates his journey in transitioning to an Integrated Facility Management (IFM) model, including learning about financial management and understanding intangible risks.

Takeaways:

Embrace Discomfort for Growth: David emphasized the importance of stepping outside your comfort zone by taking on new, challenging tasks to experience growth in any role.
Engage in Cross-functional Collaboration: Avoid silos by encouraging regular communication and collaboration across different departments and teams to enhance problem-solving and innovation.
Align Personal and Organizational Goals: Understand both your company’s global and departmental goals, and align your personal objectives to contribute effectively to the overall mission.
Manage Risks Proactively: Identify potential risks early in your projects and work processes, and develop strategies to mitigate them. This includes understanding the impact of your performance on your organization’s goals and reputation.
Set and Communicate Clear Goals: Establish clear, measurable goals for yourself and your team, ensuring they are aligned with broader organizational objectives to create a sense of purpose and direction.
Invest in Continuous Learning: Seek out regular learning opportunities, such as books, courses, or certifications, to stay updated and improve your skill set. David recommended resources like Essentials of Finance and Accounting for Non-Financial Managers by Edward Fields.
Highlight the Value of Tasks: Ensure everyone understands the importance of the tasks they are assigned and how they contribute to the bigger picture, which can boost motivation and reduce burnout.

Quote of the Show: