Capacity is the FM team's ability to absorb its workload, peaks and operational demand. When reactive work becomes normal, planned work slips, people tire and hiring happens in a hurry. Before recruiting, separate firefighting from planned work and find the bottlenecks, so you know whether you need more people or different ones.
Capacity is the Facilities Management team's ability to handle its workload, its peaks and the demands of the operation. When reactive work becomes normal, performance follows it down. Capacity problems are easy to feel and surprisingly hard to describe accurately, which is why they so often lead to the wrong hire.
What a capacity problem looks like
- Tired people and a lot of overtime
- Tasks and planned maintenance that keep slipping
- Workloads that feel chaotic
- Frequent crises
- Strategic work that is always the first thing dropped
Where it usually comes from
- Too few people for the workload
- Work distributed unevenly, often towards one or two people
- No agreed way of prioritising
- Managers stretched across too much
- Too much reactive work and too little planned work
Why it matters when you hire
A team under capacity pressure tends to hire in a hurry. The level of the role gets pitched low to save cost and turns out to be expensive later. Exhausted people leave, the same role is recruited again, and the pressure never lifts. One departure can expose the whole function.
What to do before you recruit
- Separate firefighting from planned work and see where the time really goes
- Name the single points of failure: the people the function cannot do without
- Rebalance workloads before deciding the team is simply too small
- Agree a simple priority order so the team knows what gives way first
- Where you do hire, write the brief around the capacity gap rather than a wish list
Be wary of the candidate who can apparently do everything. A team short of capacity needs the right person for the gap, not a generalist who will be pulled in every direction.
Questions to ask yourself
- What work gets dropped first when things get busy?
- Who is the bottleneck?
- Roughly how much of the team's time is reactive rather than planned?
- If one key person left tomorrow, what would happen?
Where to start
The free FM Talent Scan check looks at capacity alongside five other areas of your function and the decision you are facing. It takes about five minutes and tells you plainly whether a full FM Talent Scan is worth doing. If you would rather talk it through, contact us or call 0207 118 4848.
This article is one of six on the areas the check covers: structure, capacity, capability, tools and technology, leadership and culture.
