CQM Standard 180 User Guide Customer Communications Working Group


The ANSI/ASHRAE/ACCA Standard 180 is abstract and not easy to absorb quickly. There is a recognized need to​ ​develop a user guide to support the industry in implementing the standard as intended. The framework for the User Guide is conceptualized to include:

  1. Introduction to and Overview of Standard 180
  2. Communicating and Developing a Standard 180-based Maintenance Program
    1. Introduction to chapter relevant to communicating and developing a Standard 180-based Maintenance Program and preparation for the structured meeting
    2. Clarifying financial roles and responsibilities (maintenance agreement, energy and utilities, service/major repairs, and capital expenses)
    3. Identifying current maintenance approach, pain points, and goals
    4. Identifying performance metrics
    5. Develop potential value propositions
    6. Example narratives
  3. Making a Maintenance Plan
  4. Implementing a Maintenance Program
  5. Validating Standard 180-based Maintenance Program
  6. Conclusion

Due to the effort involved and the skills needed to product the content, the Working Group proposes to tackle the communication, selling and buying aspects of the guide, specifically working on Chapter 2: Communicating and Developing a Standard 180-based Maintenance Program. The complementary technical aspects of the guide will be developed by the CQM Standard 180 User Guide – Technical Working Group in parallel.

Reporting Structure and Committee Status

The CQM Standard 180 User Guide Customer Communications Working Group reports to the Commercial Quality Maintenance (CQM) Committee. The CQM Committee reports to the Executive Committee. To see the complete WHPA organization chart, click here.

Jan Peterson (CXSpec) is the Chair of this Working Group.

This Working Group is currently recruiting. If you are interested in participating or would like more information, please email Bob Sundberg of the WHPA Staff by clicking here.

2017 SMART Goal Topics

  1. Launch 2017 CQM Standard 180 User Guide Customer Communications Working Group
  2. Develop Standard 180 User Guide Focusing on the Customer Communications
Click here to view the Working Group's Implementation Plans.

Work Product

Standard 180 Performance Objectives to Value Propositions Interview Process (2017)

Revises and expands on the 2016 CQM Committee work product. The 2017 report refined the grouped interview questions and provided examples of questions for key topics. It provided greater guidance on how to conduct the initial responsible party/service provider discussions and a structured approach for a first face-to-face meeting. It also expanded on the need for practical metrics to be established for all critical performance objectives/goals in order to establish status and recognize progress/success. The overall intention of this program management and evaluation process was to enable comparison between enhanced program costs/investment and the multiple benefits delivered – the “value proposition,” evidence for continuation of more comprehensive maintenance.

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