Total Facility Management

✍ Scribed by Brian Atkin, Adrian Brooks

• Publisher: Wiley-Blackwell
• Year: 2021
• Tongue: English
• Leaves: 467
• Edition: 5
• Category: Library

✦ Synopsis

TOTAL FACILITY MANAGEMENT

A comprehensive review of what facility management means to owners, operators, occupiers, facility managers and professional advisors

The newly revised Fifth Edition of Total Facility Management is an accessible and practical text that shows readers how the concept and principles of facility management can be implemented in practice. The book deals with the most common and intractable challenges facing professionals, academics and students in the field and provides practical solutions with the means to implement them.

The new edition includes a greater focus on applicable ISO standards in facility management as well as maintaining an international perspective throughout. The book contains easy-to-access advice on how facilities can be better managed from a range of perspectives, and the subjects covered provide a comprehensive treatment of facility management.

Readers will benefit from the inclusion of:

• A thorough introduction to the fundamentals of facility management, including key roles, responsibilities and accountabilities and the core competencies of facility management
• An exploration of facility planning, facility management strategy, outsourcing, procurement, facility management organization, facility maintenance management and business continuity and recovery planning
• An examination of human resources management, well-being, workplace productivity, performance management health, safety, security and the environment
• A review of sustainable practices, change management, facility management systems, information management (including building information models and digital twins) and innovative technology.

The book is the perfect choice for undergraduate and graduate studies in facility management, construction management, project management, surveying and other AEC disciplines. Total Facility Management will also earn a place on the desk of practicing facility managers, as well as in the libraries of academics and researchers whose work requires them to understand the theory and practice of facility management.

✦ Table of Contents

Cover
Title Page
Copyright
Contents
Preface to the Fifth Edition
Abbreviations
Introduction
The organization
The user
Principles, processes, practices and procedures
Chapter 1 Fundamentals
Introduction
Background
Origins of facility management
Definitions
Rationale for facility management
Broad approach to facility management
Relationship between asset management and facility management
Issues, threats and opportunities
Key concepts
Informed client function
Stakeholder engagement
User experience
Best value
Operability
Supporting concepts
Facility planning
Sustainability
Outsourcing
Procurement
Performance management
Management of change and change management
Human resources management
Maintenance management
Information management
Key roles, responsibilities and accountabilities
Owner
Operator
Core competence in facility management
Conclusions
Chapter 2 Facility Planning
Introduction
Real estate management
Own, lease or rent decision
Fully serviced workplace
Space management
Design criteria
Utilization and efficiency
Sustainable space provision
Business continuity and recovery planning
Design and construction for operability
Briefing process
Project initiation
Statement of needs
Design brief
Functional requirements
Description of activities and processes
Evaluating design solutions
As‐built information
Facility handbook
BIM
Soft landings
Feasibility study
Design development
Design change control
Stakeholders
Stakeholder identification
Stakeholder classification
Stakeholder impact assessment
Risk management
Conclusions
Chapter 3 Facility Management Strategy
Introduction
Understanding the organization
Business context
Single‐facility owner‐operator
Regional/national facilities owner‐operator
Multinational facilities owner‐operator
Business drivers and constraints
Organizational management levels
Strategic level
Tactical level
Operational level
Capability maturity
Strategy formulation
Strategic analysis
Portfolio and space audit
Services audit
Resources audit
Market audit
Solution development
Criteria for evaluating options
Generation of options
Evaluation and selection of the preferred option(s)
Strategy implementation
People and systems
Communication
Resources planning
Business intelligence
Conclusions
Chapter 4 Human Resources Management
Introduction
Human resources planning
Human capital
Employment obligations
Access, inclusion and equalities
Recruitment, retention and release
Talent management
Leadership and management styles
Delegation and empowerment
Job competences and skills
Performance appraisal
Learning and continuing professional development/education
Conclusions
Chapter 5 Well‐Being, Workplace and Productivity
Introduction
Well‐being
Practical considerations
Protection of users
User behaviour
Cross‐cultural behaviour
Productivity and efficiency
Nature of work
Virtual working and the organization
Communication
Working environment
Internal environment
Indoor air quality
Noise and vibration
Thermal comfort
Daylighting and lighting
Sick building syndrome
Design issues
Unconventional working arrangements
Co‐working
Conclusions
Chapter 6 Health, Safety, Security and the Environment
Introduction
HSSE policy
Social performance
Zero accidents
ALARP
Occupational health and safety (OH&S)
OH&S management system
Compliance
Additional roles and responsibilities
Hazard identification and risk assessment
Protection of users
Conclusions
Chapter 7 Facility Management Organization
Introduction
Background to the facility management organization
Organizational structure and management
Extent of embeddedness
In‐house form
Externalized form
Basic outsourced form
Managed form
Turnkey form
Service delivery options
Single‐service and multiple‐service providers
Managing agent
Managing contractor
Integrator
Total facility management
Fully serviced workplace
Support processes and activities
Dynamic capabilities
Aligning the facility management organization and service options
Conclusions
Chapter 8 Outsourcing Decision
Introduction
Establishing the baseline
Relationship to business objectives
Drivers and constraints
Risk – threats and opportunities
Users as key stakeholders
Scope of services
Sourcing policy
Offshoring
Statutory and other regulatory considerations
Attributes of service
User service
Uniqueness of service
Priority of service, flexibility and responsiveness
Direct cost
Management implications and indirect cost
Control
Evaluating options
Option evaluation matrix
Markets for facility services
Conclusions
Chapter 9 Procurement
Introduction
Procurement process
Centralized or decentralized procurement
Procurement policy and procedures
Policy
Procedures
Roles, responsibilities and accountabilities
Prequalification of service providers
Local or national service providers
Request for information (RFI)
Financial appraisal
HSSE
Use of innovative technology
Cultural fit
Corporate social responsibility (CSR)
Assessment criteria
Request for proposals or tender
Rationale for service specifications and SLAs
Service specifications
Performance and quality targets
Content of a service specification
Service level agreements (SLAs)
Contracts
Performance measurement and reporting
Tendering
Market testing
Tender competitions
Tender evaluation
Financial close
Operational considerations
Pre‐contract meeting
Contract award
Competitive dialogue
Conclusions
Chapter 10 Service Delivery
Introduction
Users as customers
In‐house provision
In‐house team
External service providers
Mobilization
Mobilization plan
Supply‐side considerations
Business continuity and transition
Operational processes and procedures
Management information and reporting
Contract management
Contract conditions and terms
Payment
Cost control
Performance appraisal
Performance reviews
Change control
Contract administration
Contract review
Operational review
Conclusions
Chapter 11 Specialist Services and Partnership
Introduction
ICT services
ICT infrastructure
ICT applications
ICT performance and security
Healthcare services
Security and protection services
Custodial services
Professional services
Performance and SLAs
Risk, insurance and indemnities
Supplier management
Collaborative relationships
Partnering
Risk and reward
Gain sharing
Public–private partnerships (PPPs)
Stages in a PPP
Procurement
Contract management
Change control
Informed client function
Lessons learned
Facility management and PPPs
Output specifications
Risk and private investment
Issues with private investment and partnership
Conclusions
Chapter 12 Performance Management
Introduction
Quality or performance
Post‐implementation review
Post‐occupancy evaluation (POE)
Service review
Regulatory compliance review
User review
Operational review
Financial review
Human resources review
Performance measurement
Performance targets and outputs
Critical success factors (CSFs) and key performance indicators (KPIs)
Performance monitoring
Performance reporting
Operations and service assessment
Other performance measures
Facility management dashboard
Updating service specifications and SLAs
Benchmarking
Basic approach
Best practice
Continual improvement
Benchmarking process
Benchmarking facility management
Beyond benchmarking
Quality management system
Conclusions
Chapter 13 Maintenance Management
Introduction
Maintenance strategy
Maintenance policy
Maintenance planning
Rationale for maintenance planning
Materials and components
Assets and maintenance resources
Maintenance process
Maintenance costs and finance
Maintenance approach and methods
Preventive maintenance
Corrective maintenance
Building logbook
Permits and approvals
Inspections
Building services engineering installations
Mechanical installations
Electrical installations
Fire safety
Building management system (BMS)
Intelligent or smart systems
Manuals, registers and inventories
Maintenance manual
Asset register
Warranties and spare parts
Maintenance management system
Conclusions
Chapter 14 Sustainable Facilities
Introduction
Sustainable development
Environmental management
Environmental management system (EMS)
Zero carbon
Carbon management
Environmental performance and energy efficiency
Managing water resources
Managing waste
Corporate social responsibility (CSR)
Management and user responsibilities
Economic performance
Life cycle costing
Technology‐enhanced facilities
Intelligent buildings
Smart tagging, sensing and control
Innovative workplaces and communities
Flexible corporate real estate
Sustainable communities
Conclusions
Chapter 15 Change Management
Introduction
Management of change
Routine change
Disruptive change
Organizational change
Change as a process
Communicating change
Roles and responsibilities
Transition
Transition control
Disruption and business continuity management
Types of transition
Scope definition
Criteria for measuring success
Stakeholders
Risk management
Transition actions
Timescales, deadlines and phasing in
Costs and budgets
Budget approval
Uncertainty management
Readiness for transition
Mobilization and demobilization
Phasing in new provisions
After‐action reviews
Re‐occupation and business recovery
Step 1 – establish a brief
Step 2 – identify maximum occupancy
Step 3 – develop a journey map
Step 4 – produce guidance documents
Innovation, research and development
Conclusions
Chapter 16 Facility Management Systems
Introduction
Management systems
Management system standards
Facility management system
Requirements
Scope of the facility management system
Normative references
Context of the organization
Understanding stakeholders
Leadership and commitment
Facility management policy
Roles, responsibilities and authorities
Planning and risk
Facility management objectives
Support
Awareness and communication
Documented information
Control of documented information
Information and data requirements
Organizational knowledge
Operational planning, coordination and control
Performance evaluation
Internal audit
Management review
Improvement
Implementation of a facility management system
Assessment
Internal auditing
Management review meetings
Evidence‐based approach
Conclusions
Chapter 17 Information Management
Introduction
Managing information
Basic plan for information management
Information and decision making
Aspects of information management
Factors for success
Information categories
Information auditing
Information management strategy
Information management policy
Information management procedures
Information security and data protection
Roles, responsibilities and accountabilities
Facility handbook
Facility user guide
Classifying information and data
Nature of information and data
Legal information
Commercial information
Financial information
Technical information
Managerial information
Information and data collection
As‐built information
Information handover
Computer‐aided facility management (CAFM) systems
Building information modelling (BIM)
Information exchange
Asset information requirements
Project information requirements
Plain language questions
Standards and protocols for BIM
Internet of Things
Artificial intelligence
Conclusions
Standards
International standards
European standards
British standards
Glossary
Prevention of Fraud and Irregularity
Definitions
Irregularities
Key principles of control
Separation of duties
Authorization
Indicators of fraud
Prevention of fraud
Declaration of interests
Contracts and Agreements
Contractual approach and terms
Appendix A
Appendix B
Appendix C
Appendix D
References
Index
EULA