Preface to the Fifth Edition xi
Abbreviations xiii
Introduction 1
The organization 1
The user 2
Principles, processes, practices and procedures 2
1 Fundamentals 3
Key points 3
Introduction 4
Background 4
Practice note Three perspectives 6
Key concepts 12
Supporting concepts 15
Key roles, responsibilities and accountabilities 18
Core competence in facility management 19
Conclusions 20
Checklist 20
2 Facility Planning 22
Key points 22
Introduction 23
Real estate management 24
Own, lease or rent decision 24
Fully serviced workplace 25
Space management 26
Business continuity and recovery planning 29
Design and construction for operability 30
Practice example Bargain basement 40
Design development 41
Stakeholders 42
Risk management 45
Conclusions 46
Checklist 47
3 Facility Management Strategy 48
Key points 48
Introduction 49
Understanding the organization 50
Business context 50
Business drivers and constraints 52
Organizational management levels 52
Capability maturity 54
Practice example Taking ones own advice 55
Strategy formulation 56
Strategic analysis 58
Solution development 61
Strategy implementation 62
Business intelligence 64
Conclusions 65
Checklist 66
4 Human Resources Management 68
Key points 68
Introduction 69
Human resources planning 70
Recruitment, retention and release 72
Leadership and management styles 74
Delegation and empowerment 74
Practice example Mind the gap 75
Learning and continuing professional development/education 77
Conclusions 78
Checklist 79
5 Well-Being, Workplace and Productivity 80
Key points 80
Introduction 81
Well-being 83
Practice example A precautionary tale 87
User behaviour 87
Cross-cultural behaviour 88
Productivity and efficiency 89
Internal environment 95
Design issues 97
Unconventional working arrangements 99
Co-working 100
Conclusions 104
Checklist 104
6 Health, Safety, Security and the Environment 106
Key points 106
Introduction 107
HSSE policy 108
Social performance 109
Zero accidents 110
ALARP 110
Practice example The only facility is a safe facility 111
Occupational health and safety (OH&S) 112
Compliance 114
Hazard identification and risk assessment 118
Protection of users 119
Conclusions 119
Checklist 120
7 Facility Management Organization 122
Key points 122
Introduction 123
Background to the facility management organization 124
Organizational structure and management 125
Extent of embeddedness 127
Practice example Management led or management overload? 131
Service delivery options 132
Support processes and activities 138
Dynamic capabilities 139
Aligning the facility management organization and service options 141
Conclusions 141
Checklist 142
8 Outsourcing Decision 144
Key points 144
Introduction 145
Establishing the baseline 146
Users as key stakeholders 148
Sourcing policy 151
Practice example Capability or capacity? 152
Attributes of service 153
Evaluating options 158
Conclusions 160
Checklist 161
9 Procurement 163
Key points 163
Introduction 164
Procurement process 165
Centralized or decentralized procurement 167
Procurement policy and procedures 167
Roles, responsibilities and accountabilities 169
Prequalification of service providers 170
Request for proposals or tender 176
Service specifications 178
Service level agreements (SLAs) 181
Tendering 184
Practice example When the price is right 187
Financial close 188
Competitive dialogue 190
Conclusions 191
Checklist 192
10 Service Delivery 194
Key points 194
Introduction 195
Users as customers 196
In-house provision 197
External service providers 198
Mobilization 199
Business continuity and transition 201
Practice example To be at a complete loss 202
Contract management 203
Contract administration 208
Conclusions 209
Checklist 210
11 Specialist Services and Partnership 212
Key points 212
Introduction 213
ICT services 214
Healthcare services 217
Security and protection services 218
Custodial services 219
Professional services 220
Performance and SLAs 220
Risk, insurance and indemnities 221
Supplier management 221
Collaborative relationships 222
Practice example Take your partners 227
Publicprivate partnerships (PPPs) 228
Conclusions 234
Checklist 235
12 Performance Management 237
Key points 237
Introduction 238
Quality or performance 239
Post-implementation review 239
Post-occupancy evaluation (POE) 240
Service review 242
Performance measurement 244
Practice example On another level 253
Updating service specifications and SLAs 254
Benchmarking 255
Quality management system 262
Conclusions 263
Checklist 263
13 Maintenance Management 266
Key points 266
Introduction 267
Maintenance strategy 268
Maintenance policy 269
Maintenance planning 270
Practice example Learning an important lesson 272
Maintenance approach and methods 276
Building logbook 280
Permits and approvals 281
Inspections 281
Building services engineering installations 282
Intelligent or smart systems 285
Manuals, registers and inventories 286
Maintenance management system 288
Conclusions 289
Checklist 290
14 Sustainable Facilities 292
Key points 292
Introduction 293
Sustainable development 294
Environmental management 295
Zero carbon 298
Environmental performance and energy efficiency 299
Managing water resources 300
Managing waste 301
Corporate social responsibility (CSR) 302
Management and user responsibilities 303
Economic performance 303
Life cycle costing 305
Practice example Ever smarter, ever green 305
Technology-enhanced facilities 306
Innovative workplaces and communities 310
Conclusions 314
Checklist 315
15 Change Management 317
Key points 317
Introduction 318
Management of change 319
Organizational change 320
Practice example No false moves 324
Transition 325
Re-occupation and business recovery 343
Innovation, research and development 345
Conclusions 347
Checklist 348
16 Facility Management Systems 350
Key points 350
Introduction 351
Management systems 352
Management system standards 353
Facility management system 354
Requirements 355
Practice example Conformity is good for business 366
Implementation of a facility management system 366
Assessment 367
Evidence-based approach 370
Conclusions 370
Checklist 371
17 Information Management 373
Key points 373
Introduction 374
Managing information 375
Facility handbook 382
Facility user guide 383
Classifying information and data 384
Computer-aided facility management (CAFM) systems 396
Building information modelling (BIM) 397
Practice example Problems can be difficult, solutions must not be 403
Internet of Things 404
Artificial intelligence 404
Conclusions 407
Checklist 408
Appendices 410
A Standards 410
B Glossary 413
C Prevention of Fraud and Irregularity 424
D Contracts and Agreements 430
References 433
Index 436
