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Roles & Responsibilities
Also referred to as "R2".

The structure of an organization that is developed in order to achieve the goals and objectives of the organization. It answers the question: Who does what?

The fine distinction between roles and responsibilities is highlighted below:
  • Roles - The function assumed or part played by a person within the organization
  • Responsibilities - A thing that one is required to do as part of a job, role, or legal obligation
Generally, each role is assigned a series of responsibilities that match the role. Multiple roles may have some overlap in their responsibilities.

Roles & Responsibilities ("R2") is intimately tied to Processes & Procedures ("P2") and to Accountabilities & Authorities ("A2") and to Structures and Systems ("S2").


Types of Roles
Listed below are some of the different types of roles that people play within an organization:
  • Leaders - To set vision and make commitments for the organization.
  • Managers - To make decisions.
Another method of role classification within organizations:
  • Finders -  
  • Minders - 
  • Grinders - 
Job categories (staff hierarchies and division of labour)
  • Custodians/caretakers/janitors
  • Building Operators
  • Managers
  • Board Members
  • Executive Directors

Types of Responsibilities
Listed below are some of the different types of responsibilities that are required for the effective operation of an organization.
Responsibilities can also be organized into functional units, such as:
  • Financial - accounting, finance
  • Legal - contracts
  • Technical - engineering, etc
  • Logistical - project management

Roles matrix
The following table provides and outline of a roles matrix for a maintenance team.

Stakeholders

Specific Roles in the Maintenance Program

Board of Directors / Executive

       Set maintenance policy for the organization

       Set maintenance standards for the organization

       Establish objectives for the organization

       Make commitments for the organization

       Approve the maintenance budget

       Vet and approve strategies and plans developed by management and staff

       Vet and execute significant contracts

       Other

Property Manager / Maintenance Manager

       Develop maintenance strategy and plans

       Evaluate the competency of the organization’s internal maintenance team

       Ensure the necessary human resources are in place to carry out maintenance

       Obtain quotations for maintenance services from 3rd party contractors

       Develop the draft maintenance budget

       Develop the business case for maintenance funding each fiscal year

       Procure, vet, negotiate and execute maintenance contracts

       Approve maintenance (and repair) invoices

       Monitor the levels of deferred maintenance

       Prepare periodic status reports for the Board

       Prepare agendas for Board meetings

       Keep the maintenance plan current by arranging for period updates

       Conduct periodic site and building walkthroughs; meet on site with contractors to address certain matters

       Other

Maintenance staff (internal)

       Conduct in-house maintenance activities (within their scope of expertise)

       Facilitate access for outsourced 3rd party maintenance contractors (with specialized knowledge and equipment)

       Support the maintenance manager/property manager with data collection and recommendations

       Place orders for equipment and supplies

       Control the inventory of equipment and supplies

       Administer contact lists of all contractors and suppliers

       Conduct periodic site walkthroughs

       Keep maintenance logbooks

       Other

Residents & their  Guests

       Ensure adequate care is taken around the assets.

       Ensure that the assets within the units and adjoining common areas are not misused or abused

       Allow access into their homes to carry out certain maintenance tasks

       Promptly report any maintenance problems to the organization

       Other

Administration & accounting Staff

       Process the accounts payable of maintenance (and repair) expense

       Process the accounts payable for equipment and supplies

       Support the property manager / maintenance manager in developing status reports

       Maintain contact lists of all residents

       Other

External

Contractors

       Carry out preventative maintenance work under the terms of the PM contract

       Carry out corrective maintenance work, as required and approved by the organization

       Make suggestions for adjustments to the maintenance intervals and the means, methods and techniques of maintenance

       Other

Consultants

       Provide subject matter expertise on technical, financial and legal matters, as required

       Conduct maintenance reviews

       Conduct warranty reviews

       Assist in the preparation of maintenance plans

       Assist in the preparation of replacement reserve studies (capital plans)

       Investigation and troubleshooting of maintenance issues

       Prepare specifications for major maintenance and asset renewal

       Provide contract administration during certain capital projects

       Other





Stakeholders

Roles in the Maintenance Program

Top Management (Board of Directors)

  • Set policy for the organization
  • Set standards for the organization
  • Establish objectives fr the organization
  • Make commitments for the organization
  • Approve the budget
  • Vet and approve strategies and plans developed management and staff
  • Vet and execute significant contracts
  • Other

Property Manager / Maintenance manager

  • Develop strategy and plans
  • Evaluate the competency of the organization's internal team
  • Ensure the necessary levels of human resources
  • Monitor the levels of deferred maintenance
  •  Obtain quotations for services
  • Develop budgets
  • Negotiate service contracts
  • Approve maintenance invoices
  • Develop the business cases for funding each year
  • Procure, vet, negotiate and execute contracts
  • Prepare status reports for the Board
  • Prepare agendas for Board meetings
  • Conduct periodic site and asset walkthroughs
  • Meet on site with contractors and consultants to address certain matters, as required
  • Other

Space users (Tenants, Resident, guests

  • Ensure adequate care is taken around the assets
  • Ensure that the assets within the units and adjoining common areas are not misused or abused
  • Allow access into their homes to carry out certain maintenance tasks
  •        Promptly report any maintenance problems to the organization
Other

Admin and accounting Staff

  • Accounts payable
  • Purchase equipment and supplies
  • Other
  • Process the accounts payable of maintenance (and repair) expense
  •        Process the accounts payable for equipment and supplies
  •        Support the property manager / maintenance manager in developing status reports
  •        Maintain contact lists of all residents

Contractors

  • Carry out maintenance work
  •  Other

       Carry out preventative maintenance work under the terms of the PM contract

       Carry out corrective maintenance work, as required and approved by the organization

       Make suggestions for adjustments to the maintenance intervals and the means, methods and techniques of maintenance

Consultants

  •        Provide subject matter expertise on technical, financial and legal matters, as required
  •        Conduct maintenance reviews
  •        Conduct warranty reviews

       Assist in the preparation of maintenance plans

       Assist in the preparation of replacement reserve studies (capital plans)

       Investigation and troubleshooting of maintenance issues

       Prepare specifications for major maintenance and asset renewal

       Provide contract administration during certain capital projects

       Other





Management of Roles & Responsibilities
Listed below are the different methods and techniques to manage the variety of roles and responsibilities within an organization.
  • Organization Chart - 
  • Job Descriptions - 
  • R&R Roles & Responsibilities Matrix - 
  • Insourcing vs. Outsourcing
  • Resourcing Plan


The Process of Building the Roles
Listed below are some of the key steps in the process of building capacity in an organization around the roles and responsibilities
  • Staffing - 
  • Recruitment -  Finding people to bring into the organization.
  • Onboarding - 
  • Training - 
  • Mentoring -
  • Coaching - 
  • Competency management
  • Motivation management and career paths
The process are typically articulated in a resourcing plan.

Clearly defined roles, responsibilities and authorities are one of the signs of good leadership
Fig. Clearly defined roles, responsibilities and authorities are one of the signs of good leadership. In accordance with ISO 55000, these must be coupled with appropriate structures and relationships to establish the asset management system (AMS) within the organization.


Alignment is required between all levels of the organization - such as, from top management to line staff
Fig. Alignment is required between all levels of the organization - such as, from top management to line staff


Functional silos will defeat the organization. Rather, integration, collaboration and alignment are some of the critical success factors.
Fig. Functional silos will defeat the organization. Instead: integration, collaboration and alignment are some of the critical success factors.

See also:
  • Systems and Structures
  • Stakeholders


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