Cover
Title Page
Copyright Page
Preface
Table of Contents
Chapter 1: What is Facility Management?
1.1: Introduction
1.2: Facility Management in the organisation
1.2.1: Facility Management in the organisational structure
1.2.2: The customer
1.2.3: Stages of development of the FM-organisation
1.3: The roles and responsibilities of the facility professional
1.4: The development of the FM-domain
1.5: The positioning of Facility Management
1.6: Structure of this book
Young Professionals in Facility Management
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Questions and Assignments
Chapter 2: Social dynamics that shape work and work environment
2.1: Introduction
2.2: The importance of scenarios
2.2.1: Predicting the future
2.2.2: Socio-dynamics
2.3: Demographic factors
2.4: Economic factors
2.4.1: The knowledge economy
2.4.2: The sharing economy
2.4.3: The networked economy
2.4.4: Mobility and accessibility
2.4.5: The circular economy
2.5: Social developments
2.5.1: The 24/7 economy
2.5.2: Growing pluralism
2.5.3: Experience economy
2.6: Technological developments
2.6.1: Technology, management and maintenance
2.6.2: Technology and services
2.7: Ecological factors
2.7.1: The Triple P
2.7.2: People
2.7.3: Planet
2.7.4: Prosperity
2.8: Political-legal factors
2.9: From trends and developments to scenarios
Young Professionals in Facility Management
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Chapter 3: Experiencing the work environment
3.1: Introduction
3.2: Hard services
3.2.1: Real estate management versus facility management
3.2.2: Site selection
3.2.3: Building types
3.2.4: Office buildings
3.2.5: Space management and relocation management
3.2.6: Building management
3.3: Soft services
3.3.1: Service, process, activity and experience
3.3.2: Describing and depicting processes
3.3.3: Reception services
3.3.4: Facilities service desk
3.3.5: Safety & security
3.3.6: Foodservices
3.3.7: Waste management
3.3.8: Document management and information management
3.3.9: Cleaning services
3.3.10: Workwear and linen services
3.3.11: ICT
3.4: Attitude and behaviour
3.4.1: Hospitality
3.4.2: Types of customers and customer experience
3.4.3: Service design thinking
3.4.4: Types of employees
3.4.5: Hostmanship
Young Professionals in Facility Management
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Chapter 4: The functioning of the facilities organisation
4.1: Introduction
4.2: Matching demand and supply
4.2.1: The stratified customer
4.2.2: Roles and activities of the client, facility management organisation and provider
4.3: Positioning, identity and image
4.4: Facility policy
4.5: Facility marketing and expectation management
4.5.1: The FM marketing mix
4.5.2: Customer satisfaction
4.5.3: Managing expectations
4.5.4: The SERVQUAL-model
4.6: Procurement
4.6.1: Outsourcing
4.6.2: The procurement process
4.6.3: Supplier management
4.6.4: Public procurement
4.7: Quality management
4.7.1: Types of quality
4.7.2: Standardisation
4.8: Environmental management
4.8.1: Environmental management systems
4.8.2: Corporate social responsibility
4.8.3: Sustainable behaviour
4.9: Risk management
4.9.1: Types and definition of risks
4.9.2: Probability and effect
4.9.3: Business continuity management
4.10: Information management
4.10.1: From data to information
4.10.2: Computer Aided Facility Management software (CAFM)
Young Professionals in Facility Management
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Chapter 5: Quantifying Facility Management
5.1: Introduction
5.2: Monitoring requires information
5.3: A facility managerβs dashboard
5.3.1: Customer satisfaction
5.3.2: Service level
5.3.3: Costs
5.3.4: Quantifying indirect results
5.4: Performance management
5.4.1: Business model
5.4.2: Plan, check, act
5.4.3: Balanced scorecard, KPI and CSF
5.4.4: Methods for embedding performance improvements
5.5: Financial management
5.5.1: Relation with process management
5.5.2: The facilities budget
5.5.3: Planning and control
5.5.4: Benchmarking
Young Professionals in Facility Management
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Chapter 6: The future of the Facility Management profession
6.1: Introduction
6.2: The selection of the driving forces
6.3: The four scenarios
6.4: Collaborative organisations (comparable to a sports complex)
6.4.1: What do we currently see in practice?
6.4.2: What is the role of facility professionals in collaborative organisations?
6.4.3: What should one be capable of in the role of area manager or district manager?
6.4.4: What are crucial future issues for area management?
6.5: Open communities (comparable to fitness centres)
6.5.1: What do we currently see in practice?
6.5.2: What is the role of facility professionals in open communities?
6.5.3: What should one be capable of in the role of community builder?
6.5.4: What are crucial future issues for open communities?
6.6: Private communities (similar to a golf club)
6.6.1: What do we currently see in practice?
6.6.2: What is the role of facility professionals in private communities?
6.6.3: What should one be capable of in the role of community manager?
6.6.4: What are crucial future issues for private communities?
6.7: The confined organisation (comparable to a football club)
6.7.1: What do we currently see in practice?
6.7.2: What is the role of facility professionals in confined organisations?
6.7.3: What should one be capable of in the role of workspace manager?
6.7.4: What are crucial future issues for of confined organisations?
6.8: General future expectations that will affect the FM-profession
6.8.1: Developments in the field of policy making
6.8.2: Developments in the field of branding and FM-marketing
6.8.3: Developments in procurement management
6.8.4: Developments in quality management
6.8.5: Developments in the field of environmental management
6.8.6: Developments in risk management
6.8.7: Developments in the field of information management
6.9: At a glance
Young Professionals in Facility Management
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Chaper 7: Research in Facility Management
7.1: Introduction
7.2: Why do institutes of higher professional education conduct research?
7.2.1: Research as second core task for universities of applied sciences
7.2.2: Research groups
7.3: Research in facility management
7.4: Facility research by universities of applied sciences
7.5: Research under the influence of trends and developments
Young Professionals in Facility Management
Summary
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Glossary
Bibliography
Appendices
1: Facility Management associations
2: Flowchart symbols
Index
About the authors
Acknowledgements