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© Academy CURRICULUM DESIGN FOR FACILITIES MANAGEMENT Presented by Johann Eiselen Academy for Facilities Management HEFMA Conference October 2010.

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Presentation on theme: "© Academy CURRICULUM DESIGN FOR FACILITIES MANAGEMENT Presented by Johann Eiselen Academy for Facilities Management HEFMA Conference October 2010."— Presentation transcript:

1 © Academy CURRICULUM DESIGN FOR FACILITIES MANAGEMENT Presented by Johann Eiselen Academy for Facilities Management HEFMA Conference October 2010

2 © Academy CURRICULUM DESIGN = EATING AN ELEPHANT  Little by little  Takes a long time  Not to be done alone

3 © Academy CURRICULUM DESIGN FOR FM Steps in curriculum design for a formal qualification in FM: 1. Research: A. Establish what the field of FM entails B. Defined the job of an FM C. Qualities of an FM D. Key Performance Areas E. Surveys 2. Regulatory Framework F. Statutory Framework G. Statutory Requirements H. Policy for Curriculum Development 3. The Process (I) 4. The Outcome (J)

4 © Academy CURRICULUM DESIGN FOR FM Steps in curriculum design for a formal qualification in FM: 1. Research: A. Establish what the field of FM entails B. Defined the job of an FM C.Qualities of an FM D.Key Performance Areas E.Surveys

5 © Academy CURRICULUM DESIGN FOR FM To do curriculum design for a formal qualification in FM: (A) Establish what the field of FM entails As many definitions as there are authors. Following slides indicative of the rich diversity / lack of consensus

6 © Academy Definitions of FM: Facilities management is an enabler of sustainable enterprise performance through the whole life management of productive workplaces and effective business support services. SAFMA The practise of co-ordinating the physical workplace with the people and work of an organisation, it integrates the principles of business administration, architecture and the behavioural and engineering sciences. BIFM Place People Process

7 © Academy Definitions of FM: The process by which an organisation delivers and sustains support services in a quality environment to meet strategic needs.  Centre for Facility Management Facility management refers to building in use, to planning, design, and management of occupied buildings and their associated building systems, equipment and furniture to enable and enhance the organisation’s ability to meet its business and programmatic objectives. FM therefore refers to organisational effectiveness.  Becker

8 © Academy Definitions of FM: Facility management is the active management and co-ordination of an organisation’s non-core building services, together with the associated human resources and its buildings, including their systems, plant, IT equipment, fittings and furniture necessary to assist that organisation to achieve its strategic objectives.  Owen An Integrated approach to maintaining, Improving and adapting the buildings of an organisation in order to create an environment that strongly supports the primary objectives of that organisation.  Barrett “

9 © Academy CURRICULUM DESIGN FOR FM A authors were helpful and inspired a list of FM characteristics & objectives: 1. FM is a non-core / secondary business activity 2. FM is integrated management of the workplace 3. FM support primary business’ objectives 4. FM adapt to changing requirements / conditions of the primary / core business it serves

10 © Academy CURRICULUM DESIGN FOR FM Key FM Characteristics 5. A life cycle (cost) perspective is essential for FM 6. FM incorporates three key functional service areas: –Business and soft services management –Accommodation management –Building maintenance management or hard services 7. FM is a service and therefore a customer orientation is key

11 © Academy CURRICULUM DESIGN FOR FM Key FM Characteristics 8. FM strives for cost-efficiency and optimal productivity of the workspace 9. Contract management and SLAs are an integral tools of FM 10. FM relies heavily on quality control / systems

12 © Academy FM Objectives  Support Corporate objectives  Productivity – create optimal working conditions  Efficiency - deliver quality & customer satisfaction  Continuity of service  Sustainability of practises  User / Customer work satisfaction  Compliance – Statutory / Corp. Governance

13 © Academy CURRICULUM DESIGN FOR FM Steps in curriculum design for a formal qualification in FM: 1. Research: A. Establish what the field of FM entails B. Defined the job of an FM C. Qualities of an FM D. Key Performance Areas E. Surveys 2. Regulatory Framework F. Statutory Framework G. Statutory Requirements H. Policy for Curriculum Development 3. The Process (I) 4. The Outcome (J)

14 © Academy CURRICULUM DESIGN FOR FM B. Defined the job of an FM –Authors –FM associations –Employers –Range of views –Following slides represent a picture of these views:

15 © Academy B. Defined the job of an FM Operational FM – Supervisory Level Operational FM – Supervisory Level –Employees supervises small single facility or number of services (cleaning, Call Centre, etc.) In a larger facility. –Employee focused on the operational aspects of facility services provision and supervision of these function(s), rather than having management responsibility. –FM planning and procedures still responsibility of a manager that provides guidance and management support. (Australian FMA) (Australian FMA)

16 © Academy B. Defined the job of an FM Operational FM – Management Level –Manage large facility or portfolio of smaller facilities in more than one centre. Responsible for more than one facility type. –Job will require responsibility for: -facility outcome -management of contracts (outsourced) -FM planning and development of procedures -facilities budget, and -managing FM team –Middle management and work with clearly delegated authority, with limited guidance, but reports to a senior manager who is mostly not a FM specialist. (Australian FMA)

17 © Academy B. Defined the job of an FM Strategic Management Level Strategic Management Level –Actively Involved in strategy management for a large national, regional or global organisation with portfolio of facilities. – Overall responsibility for FM outcomes, management of full facilities team, setting of FM performance standards development and Implementation of facility policy and procedures, strategic management of contract a specification and tendering processes and communication of key FM decisions. –Reports to CEO or FD and advise on strategic FM issues at corporate level strategic FM issues at corporate level (Australian FMA) (Australian FMA)

18 © Academy B. Defined the job of an FM FM Functional Areas (Owen) Building Management (& maintenance) Office services Resource Management (Purchase & Logistics) Risk Management (Safety & Security) Personal (Physical) Safety / Emergency Building Operations Communications & Automation Services

19 © Academy B. Defined the job of an FM IFMA - FM Competency Areas Leadership & Communication Planning & Project Management Finance Operations & Maintenance Facility Function Real Estate / Property management Quality Assurance Regulatory Compliance

20 © Academy B. Defined the job of an FM FM by Job Responsibility - IFMA Long range facility planning Long range facility planning Annual facility planning Annual facility planning Facility forecasting & budgeting Facility forecasting & budgeting Real estate acquisition & disposal Real estate acquisition & disposal Space planning, work space specs.,installation & space management Space planning, work space specs.,installation & space management Architectural & engineering planning & design Architectural & engineering planning & design New construction & renovation New construction & renovation Maintenance & operations management of plant Maintenance & operations management of plant Telecomms integration, security & general admin. (soft) services Telecomms integration, security & general admin. (soft) services

21 © Academy B. Defined the job of an FM Facilities Management – An SA Perspective “ The textbook definition of a true facilities manager is not the MD’s PA or office manager, but a hybrid technical professional trained in sound business, social, human resources and financial management skills. Local experience has proven that the best candidate operationally is a qualified engineering artisan who has aspired to more than of a management function, and at a more strategic level, more financially astute individual who comes with a financial degree and / or business qualification in administration.” Stan Frank, former MD of Broll FM

22 © Academy CURRICULUM DESIGN FOR FM Steps in curriculum design for a formal qualification in FM: 1. Research: A. Establish what the field of FM entails B. Defined the job of an FM C. Qualities of an FM D. Key Performance Areas E. Surveys 2. Regulatory Framework F. Statutory Framework G. Statutory Requirements H. Policy for Curriculum Development 3. The Process (I) 4. The Outcome (J)

23 © Academy CURRICULUM DESIGN FOR FM C. Qualities of an FM –Authors –FM associations –Employers –Range of views –Following slides represent a picture of these views:

24 © Academy C. Qualities of a Facilities Manager C. Qualities of a Facilities Manager FM “should be a professional manager and a technical professional, who is able to operate at a level of technical knowledge that will enable facilities within organisations to match the strategic needs of the organisation. This is so because the facilities manager’s function is to be in complete control of technical facilities whilst he has to ensure that he is strategic in his approach to meet the organisational goals which, in turn, support the organisation’s mission. Such an individual has to register a demonstrable ability to manage at junior level where he functions as a service provider (operational), middle management level where he functions as a specialist (tactical) or senior management (strategic) level as pointed out. Alexander, K (2000)

25 © Academy C. Qualities of a Facilities Manager The facilities manager should be able to co-ordinate and control the efforts of all employees engaged in, inter alia, planning of facilities, and construction of facilities and installation of equipment, maintenance and repair of facilities, systems and equipment (Lewis, BT. 1999: 1.4). This implies that the facilities manager does not have to be bogged down in details of everything involved in the delivery process as observed by Barrett and Baldry (2003) who also supports Lewis (1999) in maintaining that the facilities manager’s role is to co-ordinate or manage the services.

26 © Academy C. Qualities of a Facilities Manager FM should be someone at a senior level within the organisation who is able to interpret facilities management; who has both a general and a knowledgeable view of the facilities management functions; who is able to anticipate situations that may occur; who is able to formulate policy; and who will help to define the organisation’s vision. The FM should be able to keep himself informed about the FM market trends so as to be in a position to keep his/her management colleagues up to date on what is being offered by the commercial providers. Cloete (2002)

27 © Academy CURRICULUM DESIGN FOR FM Steps in curriculum design for a formal qualification in FM: 1. Research: A. Establish what the field of FM entails B. Defined the job of an FM C. Qualities of an FM D. Key Performance Areas E. Surveys 2. Regulatory Framework F. Statutory Framework G. Statutory Requirements H. Policy for Curriculum Development 3. The Process (I) 4. The Outcome (J)

28 © Academy CURRICULUM DESIGN FOR FM D. Key Performance Areas for FM –Authors –FM associations –Employers –Range of views –Following slides represent a picture of these views:

29 © Academy D. Key Performance Areas KPAs of a Facilities Manager as defined by a major SA employer: 1. FM Management 1.1 FM Policy 1.2 FM Customer Relations 1.3 FM Communication 1.4 Risk Management 2. SHEQ (Safety, Health, Environmental & Quality) 3. People Management 4. FM Asset Management and Information systems 5. Financial Management 6. Maintenance Management (Hard, Soft & Accommodation Services)

30 © Academy CURRICULUM DESIGN FOR FM Steps in curriculum design for a formal qualification in FM: 1. Research: A. Establish what the field of FM entails B. Defined the job of an FM C. Qualities of an FM D. Key Performance Areas E. Surveys 2. Regulatory Framework F. Statutory Framework G. Statutory Requirements H. Policy for Curriculum Development 3. The Process (I) 4. The Outcome (J)

31 © Academy CURRICULUM DESIGN FOR FM E. Surveys Over a 5 year period as PHEI Over a 5 year period as PHEI –Student / Alumni evaluation / surveys - 200 –Employer feedback / surveys - 600 –Synthesis of data provided good indication of what a formal FM qualification should entail

32 © Academy CURRICULUM DESIGN FOR FM Steps in curriculum design for a formal qualification in FM: 1. Research: A. Establish what the field of FM entails B. Defined the job of an FM C. Qualities of an FM D. Key Performance Areas E. Surveys 2. Regulatory Framework F. Statutes G. Regulatory Requirements H. Policy for Curriculum Development 3. The Process (I) 4. The Outcome (J)

33 © Academy Regulatory Framework: F. Statutes Education Act National Qualifications Framework Act (NQF) * Council on Higher Education (CHE) - Quality Council for Higher Education –Function: Approval of qualifications (Higher Education Quality Committee- HEQC) Department of Higher Education and Training (DoHET) –Overall responsibility for the NQF and its sub-frameworks –Approval and funding of programmes –Registration of HEI SAQA - SA Qualifications Authority: Register qualifications that meet the relevant policies and criteria ( NQF Act) on recommendation of CHE

34 © Academy

35 CURRICULUM DESIGN FOR FM 2. Regulatory Framework F. Statutes G. Statutory Requirements H. Policy for Curriculum Development

36 © Academy Regulatory Framework: (G) Statutory Requirements CHE Programme Criteria Any new programme (course / qualification) to be submitted to the CHE 19 criterion for programme evaluation: Criterion 1: The programme is consonant with the institution’s mission, forms part of institutional planning and resource allocation, meets national requirements, the needs of students and other stakeholders, and is intellectually credible. It is designed coherently and articulates well with other relevant programmes, where possible.

37 © Academy (G) Statutory Requirements: CHE Programme Criteria Criterion 2: Recruitment documentation informs potential students of the programme accurately and sufficiently, and adheres to current legislation. Admission and selection of students are commensurate with the programme’s academic requirements, within a framework of widened access and equity. The number of students selected takes into account the programme’s intended learning outcomes, its capacity to offer good quality education and the needs of the particular profession.

38 © Academy Needs of the profession / stakeholders Stakeholder consultation – open invitation Associations: HEFMA, SAFMAAssociations: HEFMA, SAFMA Employers: Sanlam; DSFM, City of CT, ABSA Capital, E&Y, Credit – Suisse; Hollard, Didata, etc.Employers: Sanlam; DSFM, City of CT, ABSA Capital, E&Y, Credit – Suisse; Hollard, Didata, etc. (G) Statutory Requirements: CHE Programme Criteria

39 © Academy (G) Statutory Requirements: CHE Programme Criteria Criterion 3: Academic staff responsible for the programme is suitably qualified, has sufficient relevant experience and teaching competence, and their assessment competence and research profile are adequate for the nature and level of the programme. The institution and/or other recognised agencies contracted by the institution provide opportunities for academic staff to enhance their competences and to support their professional growth and development. Criterion 4 - 19

40 © Academy CURRICULUM DESIGN FOR FM 2. Regulatory Framework F. Statutes G. Statutory Requirements H. Policy for Curriculum Development

41 © Academy 2. Regulatory Framework Policy for Curriculum Development (H) Higher Education Institution has to develop a policy for curriculum development (H) & submit to the CHE & DoHE - guidelines for curriculum development and amongst others deals with: Programme Design Materials Development – distance learning Outcomes Based Education Action learning approach Write in outcomes-based language Best practise in Distance Learning - National Association of Distance Education Organisations in SA (NADEOSA)

42 © Academy CURRICULUM DESIGN FOR FM Steps in curriculum design for a formal qualification in FM: 1. Research: A. Establish what the field of FM entails B. Defined the job of an FM C. Qualities of an FM D. Key Performance Areas E. Surveys 2. Statutory Framework F. Regulatory Framework G. Regulatory Requirements H. Policy for Curriculum Development 3. The Process (I) 4. The Outcome (J)

43 © Academy Curriculum Design for FM: The Process (I) Integration of all research and statutory requirements –Penning down the curriculum - laborious team effort by subject experts –Everything condensed into CHE prescribed format – next slides

44 © Academy Curriculum Design for FM: The Process The Process (I) Organisational Component – CHE Documentation 1. User Instructions For The Manual 2. Syllabus Themes 3. Lecturers 4. Prescribed Reading 5. Scheduled Contact Session Dates 5. Assessment Methodology – Continuous And Summative 6. Programme Structure

45 © Academy Curriculum Design for FM: The Process The Process (I) Study Component– CHE Documentation 1. Syllabus Theme - subject - Objectives Of Syllabus Theme 2. Study Units – sub-component - Objectives Of The Study Unit - Learning Outcomes (What a student should be able to do after completion) 3. Prescribed Material

46 © Academy CURRICULUM DESIGN FOR FM Steps in curriculum design for a formal qualification in FM: 1. Research: A. Establish what the field of FM entails B. Defined the job of an FM C. Qualities of an FM D. Key Performance Areas E. Surveys 2. Statutory Framework F. Regulatory Framework G. Regulatory Requirements H. Policy for Curriculum Development 3. The Process (I) 4. The Outcome (J)

47 © Academy 4. The Outcome (J) Higher Certificate in FM – since 2004 Advanced Certificate in Building Maintenance Management - 2011 Advanced Certificate in Soft Services Management Advanced Certificate in Accommodation Management Diploma in FM - 2012 CURRICULUM DESIGN FOR FM

48 © Academy Higher Certificate in FM Syllabus Themes Credits [NQF5] Notional Hours Fundamental  Operational Theory of Facilities Management 20200  Consumer and Communication in FM 10100 Sub-total30300 Elective Health Safety in Facilities Management FM Outsourcing 10 100 Sub-total 10100 Core  Building Maintenance Management 20200  Soft Services in Facilities Management 20200  Financial Management for FM 20200  FM Space Planning & Management 20200 Sub-total80800 [Experiential Learning] Total 1201200

49 © Academy Advanced Certificate in Accomm. Mangmt. Syllabus Themes Credits [NQF6] Notional Hours Fundamental Management 20200  Contract Management 15150  Outsourcing 10100 Sub-total45450 Elective Statutes, Standards & Benchmarks – Bldg. servs. Risk management 10 100 Sub-total 10100 Core - Accommodation Management  Space management systems 15150  Green Buildings 15150  Building design, shape & elements 15150  Accommodation solutions 15150  Finance for Organisational Accommodation 15150 [Experiential Learning] Sub-total 75750 Total 1301300

50 © Academy Advanced Certificate in Soft Services Management Syllabus Themes Credits NQF6NotionalHours Fundamental Management20200  Contract Management & SLAs 15150  Outsourcing 10100 Elective Sub-Total45450  Risk management  Green Buildings 10 100100 Core Sub-Total10100  Soft Service management 40400  Statutes, Standards and Benchmarks applicable to soft services management 20200  Finance for Soft Services management 15150 [Experiential Learning] Sub-Total 75750 Total1301300

51 © Academy Advanced Certificate in Bldg. Maint. Management Syllabus Themes Credits NQF 6 Notional Hours Fundamental Management20200  Contract Management & SLAs 15150  Outsourcing 10100 Elective Sub-Total45450 Statutes, Standards and Benchmarks applicable to building maintenance management  Risk management 10 100 Sub-Total10100 Core: Building Maintenance Management  Electrical 20200  Mechanical 20200  Building services 20200  Finance for Building Maintenance 15150 Sub-Total75750 [Experiential Learning] Total 1301300

52 © Academy CURRICULUM DESIGN: The Outcome Diploma in FM – proposed for 2012 YearYear 1Year 2Year 3 NQF Level5667 Credits120 5070 Total Credits: 360

53 © Academy 1 st Year – Diploma in FM NQF 5 120 Credits 7 modules / subjects

54 © Academy Diploma in FM – 1 st Year Syllabus Theme / Module Study Unit 1. Introduction to Facilities Management and Management for FM (1) Introduction to FM Introduction to FM Principles of FM Principles of FM Characteristics of FM Characteristics of FM FM strategy and policy FM strategy and policy Objectives of FM Objectives of FM Dip FM - NQF5 1 st Year 7 x Modules

55 © Academy Syllabus Theme / Module Study Unit 2. Financial & Environmental Management (1) Management (1) General accounting terms and concepts General accounting terms and concepts Budgeting and managing FM expenditure Budgeting and managing FM expenditure 3. Soft Services Management (1) Defining FM Soft Services Defining FM Soft Services Key Soft Services Key Soft Services Cleaning Services Cleaning Services Catering Services Catering Services Security Services Security Services Help Desk / Call Centre Help Desk / Call Centre Principles of quality management Principles of quality management Financial implications of and cost- Financial implications of and cost- effectiveness in service delivery effectiveness in service delivery Soft Service Management and SLAs Soft Service Management and SLAs

56 © Academy Syllabus Theme / Module Study Units 4. Building Maintenance Management (1) Management (1) Principles of maintenance Principles of maintenance Maintenance management Maintenance management Maintenance contracts / SLAs Maintenance contracts / SLAs Life cycle costing Life cycle costing 5. Accommodation Management Management Facilities and Space Planning and Management Calculating space requirements Space design Space Planning Policy Ergonomics & Psychology of colour

57 © Academy Syllabus Theme / Module Study Units 6. Consumer and Communication in FM Communication in FM Customer behaviour and needs in the FM Customer behaviour and needs in the FM environment environment Communication & service delivery Communication & service delivery Customer satisfaction in the FM env. Customer satisfaction in the FM env. Principles & techniques for effective Principles & techniques for effective communication communication Telephone communication skills Telephone communication skills Dealing with dissatisfied customers Dealing with dissatisfied customers Compiling a FM communication plan Compiling a FM communication plan Presentation skills Presentation skills Communication planning Communication planning

58 © Academy Syllabus Theme / Module Study Unit- 7. Regulatory Framework Overview of the OHS Act. Overview of the OHS Act. H&S & risk management H&S & risk management Communicating H&S information in the Communicating H&S information in the organisation to the relevant stakeholders organisation to the relevant stakeholders H&S Quality Management H&S Quality Management H&S Policy H&S Policy

59 © Academy 2 nd Year – Diploma in FM 2 nd Year – Diploma in FM NQF 6 120 Credits 7 modules / subjects

60 © Academy Diploma in FM – 2 nd Year Syllabus Theme / Module Study Unit 1. Management for FM (II) Research Methodology Research Methodology FM Information Systems FM Information Systems Project and Configuration Management Project and Configuration Management Facility Manager’s role in the organisation Facility Manager’s role in the organisation Facility Manager’s role re staff Facility Manager’s role re staff Dip FM - 2 nd Year - NQF6 - 7 x Modules 2. Contract Management & SLAs (1) SLAs (1) Law of contracts Law of contracts Service Contracts and Management Service Contracts and Management Service Level Agreements (SLAs) Service Level Agreements (SLAs)

61 © Academy Syllabus Theme / Module Study Unit- 3. Financial & Environmental Environmental Management (II) Management (II) Principles of financial and environmental Principles of financial and environmental management management Financial implications of soft services Financial implications of soft services management solutions management solutions Financial Implications of accommodation Financial Implications of accommodation management solutions management solutions

62 © Academy Syllabus Theme / Module Study Unit- 4. Soft Services Management (II) Management (II) Soft and business support services / systems Soft and business support services / systems Mailroom Mailroom Reprographic Reprographic Office supplies Office supplies Office furniture Office furniture Signage Signage Refuse management Refuse management Horticulture Horticulture Office stationery Office stationery management principles for service delivery management principles for service delivery Regulatory framework Regulatory framework

63 © Academy Syllabus Theme / Module Study Units 5. Building Maintenance Management (II) Management (II) Engineering language Engineering language Mechanical Mechanical Civil Civil Management principles of building Management principles of building services services Building condition assessment Building condition assessment Principles for delivery of building Principles for delivery of building services services Regulatory framework Regulatory framework

64 © Academy Syllabus Theme / Module Study Unit- 6. Accommodation Management (II) Management (II) Accommodation Management Accommodation Management Language of Building Design Language of Building Design Space Measurement Systems Space Measurement Systems Accommodation Management Accommodation Management Software Software Regulatory framework Regulatory framework 7. Risk Management Principles and functions of risk management Principles and functions of risk management Risk Assessment Risk Assessment Implications of ineffective risk management Implications of ineffective risk management

65 © Academy 3rd Year – Diploma in FM NQF 6 / 7 120 (50 / 70) Credits 6 modules / subjects

66 © Academy Diploma in FM – 3 rd Year Syllabus Theme / Module Study Unit 1. Management for FM (III) Facility Manager’s role in the organisation Facility Manager’s role in the organisation – Strategy, Policy, Structure, Culture Facility Manager’s role re staff Facility Manager’s role re staff Dip FM – 3rd Year - NQF6 / 7 - 6 x Modules 2. Contract Management & SLAs (III) SLAs (III) Principles of outsourcing Risks and benefits of outsourcing Outsourcing process Managing the outsourcing decision Managing outsourcing contracts / SLAs

67 © Academy Syllabus Theme / Module Study Units 3. Financial & Environmental Environmental Management (III) Management (III) Principles of financial and environmental management Financial implications of building maintenance decisions, e.g. energy, water, etc. Financial implications of soft services management decisions – water, energy Financial Implications of accommodation management decisions Financial reporting 4. Accommodation Management (III) Management (III) Accommodation Management Green Buildings Building Design and Energy Regulatory Framework Regulatory Framework

68 © Academy Syllabus Theme / Module Study Units 5. Soft Services Management (III) Management (III) Soft and business support services / systems Retail, Document management & Archiving Parking Management, FMIS / Help desk, Retail, Document management & Archiving Parking Management, FMIS / Help desk, Retail, Lifestyle, Landscaping, Business services, Recycling, Waste Management, Health care, Provisioning (supply chain), Scenery, Furniture & Building finishes, etc. Retail, Lifestyle, Landscaping, Business services, Recycling, Waste Management, Health care, Provisioning (supply chain), Scenery, Furniture & Building finishes, etc. Soft Services management principles Regulatory environment Risk / cost of compliance

69 © Academy Syllabus Theme / Module Study Unit- 6. Building Maintenance Management (III) Management (III) Engineering language Engineering language Electro-mechanical Electro-mechanical Principles for delivery of building Principles for delivery of building services services Quality of supply Quality of supply Statutory Framework Statutory Framework Asset Management Asset Management Regulatory Framework Regulatory Framework

70 © Academy Thank you www.a4fm.co.za


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