Building Care

Building care encompasses everything from maintenance of a building to energy conservation and range of approaches, including the effects on design. A range of approaches to looking after buildings and their users is covered in this book. The rationale and conditions that support them (e.g. PPM - preventative planned maintenance; JIT - just in time) are explained, together with the commercial and environmental imperatives driving new approaches to building care.

Brian Wood is a senior lecturer in the School of the Built Environment at Oxford Brookes University. He previously worked in the public and private sectors as an architect and surveyor. He was a contributor to Quality in Traditional House Building, published by the Building Research Establishment, and is author of Building Care. www.wiley.com/go/construction

Foreword

xi

Sir Michael Latham

Preface

xiii

Acknowledgements

xiv

Background and Introduction

1

(24)

Cinderella and the cowboys

1

(2)

Cowboys

2

(1)

Property conditions

3

(3)

English House Condition Survey (EHCS)

4

(1)

Repair backlogs

5

(1)

Condition or performance-based maintenance

6

(2)

Repair or replace

7

(1)

Deferred maintenance

8

(1)

Influence of the public sector

8

(4)

Programmes

9

(2)

Direct labour organisations

11

(1)

Planned economy

11

(1)

Privatisation

12

(3)

Home ownership and `right to buy'

13

(1)

Non-traditional housing

14

(1)

Non-residential property

15

(2)

Private property

16

(1)

Planned maintenance and the command economy

17

(3)

`Think big'

18

(1)

Business and the growth of FM

19

(1)

Technology advances

20

(2)

Technology bad, environment and sustainability good

21

(1)

Summary

22

(1)

References

22

(3)

Planned Preventive Maintenance Prevails

25

(24)

Some definitions

25

(1)

Provenance

26

(4)

Automaticity

26

(1)

Fail to plan; plan to fail

27

(1)

Computers and LAMSAC

28

(1)

Audit Commission and the 3 Es

28

(2)

Condition surveys and elemental repairs and replacements

30

(4)

Programmes and professional service

31

(1)

Communications and information technology

32

(2)

Response or emergency maintenance

34

(1)

Objections to PPM

35

(10)

Unutilised service life

35

(1)

User wants and needs: putting the customer last?

36

(1)

Overspecification and overwork: more work?

37

(1)

Unresponsiveness

38

(1)

Resource intensity of PPM: simple but heavy on resources

39

(1)

Unsustainability of PPM

40

(1)

Need for large, non-local contractors

41

(2)

Adversarial nature of contracts

43

(1)

Egan

44

(1)

Postmodern maintenance

45

(1)

Summary

46

(1)

References

46

(3)

Just in Time: Gurus from East and West

49

(19)

Gurus

49

(3)

Japan

52

(1)

Just in time

53

(2)

Hewlett-Packard, Japan and quality

54

(1)

Zen and kaizen

55

(3)

Quality, reliability and defects

56

(2)

Stock and stockrooms

58

(1)

Buyer power and supply chain management

59

(1)

Smyth & Wood, 1995

59

(3)

Background to the study

60

(1)

Returning to core business

61

(1)

Just-in-time maintenance

62

(3)

Emergence of JIT maintenance

63

(1)

Organisational consequence

64

(1)

Findings from the research

64

(1)

Summary

65

(1)

References

65

(3)

Procurement of Building Maintenance Services

68

(16)

Context

68

(2)

Contracts and relationships

70

(3)

Service and `service culture'

72

(1)

Who procures?

72

(1)

Who is the client?

73

(1)

Commissioning of maintenance work

73

(2)

Who will procure what, when, how, how often and why?

73

(1)

Priorities: time/cost/quality

74

(1)

Assigning priorities

74

(1)

Developing the client-contractor relationship

75

(3)

Historical development

76

(1)

The service context: building relationships

77

(1)

Developing and defining just-in-time maintenance

78

(3)

Performing to standard

79

(1)

Setting JIT performance goals

79

(1)

Implications for building contractors and consultants

79

(1)

Built-in maintenance

80

(1)

Implications for building owners and users

81

(1)

Conclusion

81

(1)

Summary

82

(1)

References

82

(2)

Re-engineering the Process

84

(15)

Hammer & Champy

84

(4)

Critiquing `re-engineering'

84

(1)

Aggressive language

85

(1)

Middle way forward

86

(1)

Implementation

86

(1)

Incrementalism

87

(1)

Background to re-engineering building maintenance services

88

(3)

Structure of work

89

(1)

Service development

90

(1)

Re-engineering

90

(1)

Planned preventive maintenance

91

(3)

Predictive maintenance

91

(1)

Intelligent buildings

92

(1)

Intelligent maintenance

93

(1)

Customer care and service culture

93

(1)

Call centres

94

(1)

Construction business process

94

(2)

Skills shortages

94

(1)

Barriers to entry

95

(1)

Client focus

96

(1)

Re-engineering ways ahead

96

(1)

Summary

97

(1)

References

97

(2)

Enter Customer Care, Contact and Call Centres

99

(18)

Background

99

(1)

Supermarket lessons

100

(1)

Customer care

100

(2)

Building care

102

(1)

Users, care and service

103

(1)

A wider view

103

(2)

The housing maintenance market

104

(1)

The call centre or contact centre

105

(3)

Features of the call centre

106

(2)

Features of call-centred maintenance

108

(2)

Responsiveness and responsibility

108

(1)

Assuring standards

109

(1)

Whither the cowboy?

110

(3)

Beyond the call centre: coming closer to home through the help desk

113

(1)

Conclusion

114

(1)

Summary

115

(1)

References

115

(2)

Intelligent Building Care

117

(15)

Intelligence and the intelligent building

117

(3)

Data and information

118

(1)

Control

119

(1)

Complexity and complication

119

(1)

The automated building

120

(7)

Comfort

121

(1)

Automaticity

122

(1)

Smartness

123

(1)

Greenness

124

(1)

Comfort versus control

124

(2)

The individual versus Big Brother

126

(1)

Intelligent service

127

(2)

Market intelligence

128

(1)

Meaning and application

129

(1)

Summary

129

(1)

References

130

(2)

Sustainable Building Care

132

(20)

Sustainability

132

(1)

The sustainable building

133

(2)

Sustainability at the design stage

134

(1)

Sustainable construction

135

(3)

Plant

136

(1)

Labour

137

(1)

Materials

137

(1)

Finance

137

(1)

Sustainable care

138

(6)

Durability

139

(1)

Use

140

(1)

Radical review and change

141

(1)

Adaptability

142

(2)

The autonomous building

144

(4)

Users and user needs

146

(1)

Autonomous building care

147

(1)

Approaching sustainable building care

148

(1)

Value and values: today and tomorrow

149

(1)

Summary

150

(1)

References

150

(2)

Building Futures: Left or Right?

152

(18)

Introduction

152

(2)

The design stage

153

(1)

Forecasting the future

154

(1)

Living for today and planning for posterity

154

(1)

Who pays, for what, how much and when?

155

(1)

Lifecycle costing

155

(2)

Sustainable future

157

(2)

The LEFT building

159

(2)

Long Life

159

(1)

Low Energy

160

(1)

Loose Fit/Flexible

160

(1)

Low Technology

161

(1)

The RIGHT building

161

(4)

Reusability

162

(1)

Intelligence

163

(1)

Greenness

163

(1)

High Technology

164

(1)

Alternative futures

165

(1)

Building care

165

(1)

Sustainable care

165

(1)

Sustainable building

166

(1)

Opportunities

166

(2)

The maintenance-free building

167

(1)

The care-free building

167

(1)

Conclusion

168

(1)

Summary

169

(1)

References

169

(1)

Cradle to Grave: Whole-Life Assessment and Implications for Design

170

(19)

Introduction

170

(1)

Cradle-to-grave care

171

(2)

Lifecycle costing

172

(1)

Economic factors

173

(1)

What is `life'?

173

(2)

Design for low or no maintenance

175

(9)

Design and sustainability

176

(1)

Defects

177

(7)

Conclusion

184

(2)

Summary

186

(1)

References

186

(3)

Index

189

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