Soft FM vs. Hard FM

In the world of Facility Management (FM), there are two main categories of services: Soft FM and Hard FM.

Several of our clients have little experience in the field of Facility Management. We are thinking, for example, of school governing bodies. This article is particularly intended for them.

In the world of Facility Management (FM), there are two main categories of services: Soft FM and Hard FM. These two pillars cover very different but complementary activities, ensuring the proper functioning, safety, and comfort of buildings and their users.

Understanding the difference between Soft and Hard FM is essential for facility managers, companies, and organisations seeking to optimise their services and manage their contracts more effectively.

What is Hard FM?

Hard facility management involves all services related to the technical infrastructure and physical equipment of a building. This includes, but is not limited to:

• Maintenance and repair of heating, ventilation, and air conditioning (HVAC) systems
• Management of electrical installations
• Elevator maintenance
• Management of security systems (alarms, access control, fire safety)
• Construction, renovation, or fit-out works
• Management of IT and telecom infrastructures (in some cases)

Hard FM is therefore highly technical and requires specific skills related to equipment and safety standards. These services have a direct impact on the building’s energy performance, safety, and regulatory compliance.

What is Soft FM?

Soft Facility Management, on the other hand, concerns services related to the comfort, well-being, and quality of life of occupants. Common Soft FM services include:

• Cleaning and maintenance of premises
• Managing outdoor areas and green spaces
• Reception and manned security (access control, surveillance)
• Waste management
• Catering services
• Management of office supplies
• Postal and mail services

Soft FM focuses on user satisfaction and the company’s image by creating a pleasant and functional working environment.

Why Distinguish Between Soft FM and Hard FM?

This distinction is important as it directly influences:

• Contract Management: Hard FM and Soft FM providers are not the same, each requiring specific skills, tools, and monitoring methods.
• Performance Monitoring: Quality indicators (KPIs) differ between technical maintenance and services such as cleaning or reception.
• Intervention Planning: Hard FM often involves scheduled or emergency interventions on critical equipment, whereas Soft FM operates on regular cycles and continuous services.
• Budget and Resources: The costs, required skills, and materials differ significantly depending on whether you are dealing with Soft or Hard FM.

How Can QUALIPSO Help You Manage Soft FM?

The QUALIPSO platform offers dedicated modules to manage and monitor Soft FM services, including:

• Audit and quality control tools for cleaning services
• Tools to track and validate regular or low-frequency interventions
• Centralised management of contracts and suppliers

With QUALIPSO, you benefit from a global and integrated view that simplifies contract management and contributes to optimal service levels.