Abbreviations
Introduction
The organization
The user
Principles, processes, practices and procedures
1 Fundamentals
Key points
Introduction
Background
Practice note – Three perspectives
Key concepts
Supporting concepts
Key roles, responsibilities and accountabilities
Core competence in facility management
Conclusions
Checklist
2 Facility Planning
Key points
Introduction
Real estate management
Own, lease or rent decision
Fully serviced workplace
Space management
Business continuity and recovery planning
Design and construction for operability
Practice example – Bargain basement
Design development
Stakeholders
Risk management
Conclusions
Checklist
3 Facility Management Strategy
Key points
Introduction
Understanding the organization
Business context
Business drivers and constraints
Organizational management levels
Capability maturity
Practice example – Taking one’s own advice
Strategy formulation
Strategic analysis
Solution development
Strategy implementation
Business intelligence
Conclusions
Checklist
4 Human Resources Management
Key points
Introduction
Human resources planning
Recruitment, retention and release
Leadership and management styles
Delegation and empowerment
Practice example – Mind the gap
Learning and continuing professional development/education
Conclusions
Checklist
5 Well-Being, Workplace and Productivity
Key points
Introduction
Well-being
Practice example – A precautionary tale
User behaviour
Cross-cultural behaviour
Productivity and efficiency
Internal environment
Design issues
Unconventional working arrangements
Co-working
Conclusions
Checklist
6 Health, Safety, Security and the Environment
Key points
Introduction
HSSE policy
Social performance
Zero accidents
ALARP
Practice example – The only facility is a safe facility
Occupational health and safety (OH&S)
Compliance
Hazard identification and risk assessment
Protection of users
Conclusions
Checklist
7 Facility Management Organization
Key points
Introduction
Background to the facility management organization
Organizational structure and management
Extent of embeddedness
Practice example – Management led or management overload?
Service delivery options
Support processes and activities
Dynamic capabilities
Aligning the facility management organization and service options
Conclusions
Checklist
8 Outsourcing Decision
Key points
Introduction
Establishing the baseline
Users as key stakeholders
Sourcing policy
Practice example – Capability or capacity?
Attributes of service
Evaluating options
Conclusions
Checklist
9 Procurement
Key points
Introduction
Procurement process
Centralized or decentralized procurement
Procurement policy and procedures
Roles, responsibilities and accountabilities
Prequalification of service providers
Request for proposals or tender
Service specifications
Service level agreements (SLAs)
Tendering
Practice example – When the price is right
Financial close
Competitive dialogue
Conclusions
Checklist
10 Service Delivery
Key points
Introduction
Users as customers
In-house provision
External service providers
Mobilization
Business continuity and transition
Practice example – To be at a complete loss
Contract management
Contract administration
Conclusions
Checklist
11 Specialist Services and Partnership
Key points
Introduction
ICT services
Healthcare services
Security and protection services
Custodial services
Professional services
Performance and SLAs
Risk, insurance and indemnities
Supplier management
Collaborative relationships
Practice example – Take your partners
Public–private partnerships (PPPs)
Conclusions
Checklist
12 Performance Management
Key points
Introduction
Quality or performance
Post-implementation review
Post-occupancy evaluation (POE)
Service review
Performance measurement
Practice example – On another level
Updating service specifications and SLAs
Benchmarking
Quality management system
Conclusions
Checklist
13 Maintenance Management
Key points
Introduction
Maintenance strategy
Maintenance policy
Maintenance planning
Practice example – Learning an important lesson
Maintenance approach and methods
Building logbook
Permits and approvals
Inspections
Building services engineering installations
Intelligent or smart systems
Manuals, registers and inventories
Maintenance management system
Conclusions
Checklist
14 Sustainable Facilities
Introduction
Sustainable development
Environmental management
Zero carbon
Environmental performance and energy efficiency
Managing water resources
Managing waste
Corporate social responsibility (CSR)
Management and user responsibilities
Economic performance
Life cycle costing
Practice example – Ever smarter, ever green
Technology-enhanced facilities
Innovative workplaces and communities
Conclusions
Checklist
15 Change Management
Key points
Introduction
Management of change
Organizational change
Practice example – No false moves
Transition
Re-occupation and business recovery
Innovation, research and development
Conclusions
Checklist
16 Facility Management Systems
Key points
Introduction
Management systems
Management system standards
Facility management system
Requirements
Practice example – Conformity is good for business
Implementation of a facility management system
Assessment
Evidence-based approach
Conclusions
Checklist
17 Information Management
Key points
Introduction
Managing information
Facility handbook
Facility user guide
Classifying information and data
Computer-aided facility management (CAFM) systems
Building information modelling (BIM)
Practice example – Problems can be difficult, solutions must not be
Internet of Things
Artificial intelligence
Conclusions
Checklist
Appendices
A Standards
B Glossary
C Prevention of Fraud and Irregularity
D Contracts and Agreements