Case Study: Cardiff University achieves streamlined maintenance management and improved performance with Service Works Global's QFM

FM software to streamline over 35,000 reactive maintenance tasks each year

Cardiff University, one of Britain’s leading teaching and research institutions with about 27,000 students, 6,000 staff and a campus of more than 400,000 m² across 300+ buildings, needed a modern facilities management system. Its Estates Division, supporting an in‑house team of ~30 and many external contractors, was handling around 35,000 reactive maintenance events a year with an outmoded CAFM that relied on paper job tickets and couldn’t meet the scale or complexity of the estate.

After a structured selection process the University chose QFM from Service Works Global, installing in late 2009 and going live in March 2010. Phased rollout of QFM Helpdesk and QFM Mobile streamlined job dispatch and field reporting, reduced administrative burden, improved contractor performance and reporting accuracy, and gave Estates managers clearer insight for KPI-driven improvements — with plans to extend web access to contractors and university staff.

Cardiff University

Jim Atkinson

Estates Manager