Total Facility Management

The importance of effective facility management in enabling organizations to function efficiently is widely recognized. The fourth edition of Total Facility Management offers a comprehensive treatment of what facility management means to owners, operators, tenants, facility managers and professional advisors, as well as containing advice on how facilities can be better managed from a number of perspectives. It consolidates current best practice, defines and develops emergent areas and offers a pathway for the future development of facility management.

The facility management body of knowledge now benefits from the publication of several national and international standards, none of which were available when earlier editions of the book were published. The opportunity has been taken to modify the structure and content of this new edition to align it with these standards to provide readers and their organizations with a comprehensive treatment of the subject. Greater emphasis has been given to facility planning, especially the briefing stage in the design of a new or refurbished facility; design for operability; stakeholder management; outsourcing; procurement; transition; performance management; environmental management; sustainability; maintenance management; information management and building information modelling (BIM). Throughout the book, the links between facility management practice and the organisation’s business objectives are emphasised.

Readers worldwide will find this fourth edition a valuable and thought-provoking blend of the principles and practice of facility management.

Adrian Brooks BSc (Hons) MBA MRICS
Adrian is a Director of GVA Acuity Limited, a management organisation focused on the delivery of a broad range of services for property owners and corporate occupiers. Adrian is responsible for operations including both facility management and facility consulting, having held board positions in other property and facilities management businesses previously. Adrian is the Chairman of the FM Advisory Committee and a member of the Construction & Built Environment Sector Policy and Strategy Committee for the British Standards Institution. He continues to provide strategic advice to Blue chip organisations internationally and is a regular speaker on best practice techniques and facilities issues.

Preface to the Fourth Edition x

Abbreviations xii

Introduction 1

The organization 1

The customer as end-user 1

Principles, process and procedures 2

1 Fundamentals 3

Key issues 3

Introduction 4

Background 4

Key concepts 8

Other concepts 13

Key roles, responsibilities and accountabilities 15

Core competence in facility management 16

Conclusions 17

Checklist 18

2 Facility planning 19

Key issues 19

Introduction 20

Real estate management 21

The own, lease or rent decision 21

The totally serviced workplace 22

Space management 23

Space utilization and efficiency 24

Design and facility management briefing 26

The feasibility study 34

Design development 35

Stakeholders 36

Risks and opportunities 39

Conclusions 39

Checklist 40

3 Facility management strategy 42

Key issues 42

Introduction 43

The business context 44

Business drivers and constraints 45

Organizational management levels 46

Cross-cultural management 47

Strategy formulation 48

Strategic analysis 50

Solution development 53

Strategy implementation 55

Conclusions 57

Checklist 57

4 Human resources management 59

Key issues 59

Introduction 60

Personnel management 60

Conclusions 66

Checklist 66

5 Workplace productivity 68

Key issues 68

Introduction 69

Measuring productivity 69

Sick building syndrome 76

Design issues 77

Unconventional working arrangements 78

Conclusions 83

Checklist 83

6 Health, safety and security 85

Key issues 85

Introduction 86

Health, safety and security policy 87

Zero accidents 88

Occupational health and safety 88

Compliance 89

Hazard and risk assessment 92

Security and well-being 93

Conclusions 95

Checklist 95

7 The outsourcing decision 97

Key issues 97

Introduction 98

Establishing the baseline 99

Attributes of service provision 105

Options for service delivery 109

Evaluating options 116

Conclusions 118

Checklist 118

8 Procurement 120

Key issues 120

Introduction 121

The procurement process 122

Centralized versus decentralized procurement 123

Procurement policy and procedures 124

Roles, responsibilities and accountabilities 126

Prequalification of service providers 126

Request for proposals or tender 131

Tendering 140

Financial close 142

Conclusions 145

Checklist 145

9 Service delivery 147

Key issues 147

Introduction 148

The internal customer as end-user 149

Insourcing 150

The in-house team 150

External service providers 151

Mobilization 152

Contract management 155

Conclusions 162

Checklist 162

10 Specialist services and partnership 164

Key issues 164

Introduction 165

ICT services 166

Health-care services 169

Security and protection services 170

Custodial services 170

Professional services 171

Performance and SLAs 172

Risk, insurance and indemnities 172

Supplier management 173

Collaborative relationships 174

Public–private partnerships (PPPs) 179

Facility management and private-sector participation 187

Conclusions 189

Checklist 190

11 Performance management 192

Key issues 192

Introduction 193

Quality or performance 194

The post-implementation review 194

Post-occupancy evaluation (POE) 195

The service review 196

Updating service specifications and SLAs 199

Performance measurement 199

Benchmarking 208

Beyond benchmarking 214

The quality system 215

Conclusions 216

Checklist 216

12 Maintenance management 219

Key issues 219

Introduction 220

The maintenance strategy 221

The maintenance policy 221

Maintenance planning 222

Maintenance methods 227

Building logbooks 231

Permits and approvals 232

Inspections 232

Building services engineering installations 233

Manuals, registers and inventories 236

Maintenance management system 238

Conclusions 239

Checklist 240

13 Sustainable facilities 242

Key issues 242

Introduction 243

Sustainable development 244

Environmental management 245

Corporate social responsibility (CSR) 247

Zero carbon 248

Whole-life carbon 248

Environmental performance and energy efficiency 250

The building energy management system 251

Managing water resources 251

Managing waste 252

Management and end-user responsibilities 253

Technology-enhanced facilities 253

Innovative workplaces and housing 260

Conclusions 270

Checklist 271

14 Change management 273

Key issues 273

Introduction 274

Transition 275

Managing change 292

Organizational change 292

Innovation, research and development 296

Conclusions 298

Checklist 299

15 Information management 301

Key issues 301

Introduction 302

Managing information 303

The facility handbook 310

The facility user guide 311

Information and data 311

Information handover 323

Building information models (BIMs) 324

Systems and interfaces 327

Conclusions 329

Checklist 330

Appendices 332

A Glossary 332

B Prevention of fraud and irregularity 355

C Risks involved in outsourcing 361

D Contract provisions 363

E Typical sections of an SLA 366

Bibliography 367

References 369

Index 372

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