Facilities Manager's Desk Reference
, by Wiggins, Jane M.
- ISBN: 9781119633594 | 1119633591
- Cover: Paperback
- Copyright: 12/14/2020
A practical guide to the principle services of facilities management, revised and updated
The updated third edition of Facilities Manager's Desk Reference is an invaluable resource covering all the principal facility management (FM) services. The author—a noted facilities management expert—provides the information needed to ensure compliance to current laws, to deliver opportunities to adopt new ways of using built environments, and to identify creative ways to reduce operational occupancy costs, while maintaining appropriate and productive working environment standards.
The third edition is fully updated and written in an approachable and concise format. It is comprehensive in scope, the author covering both hard and soft facilities management issues. Since the first edition was published it has become a first point of reference for busy facilities managers, saving them time by providing access to the information needed to ensure the safe, effective and efficient running of any facilities function. This important book:
- Has been fully updated, reviewing the essential data covering the principal FM services
- Is highly practical, ideal for the busy FM practitioner
- Presents information on legal compliance issues, the development of strategic policies, tactical best practices, and much more
- Is a time-saving resource that brings together essential, useful, and practical FM information in one handy volume;
Written for students and professional facilities managers, Facilities Manager's Desk Reference is designed as a practical resource that offers FMs assistance in finding solutions to the myriad demands of the job.
Jane Wiggins MBA CFM FIWFM has over thirty-five years of experience of facilities management, project delivery and provision of business support services in major blue chip organizations and the education sector. With expertise in operational and strategic aspects of facilities management, Jane established FM Tutor & Associates Ltd to bring her knowledge to many hundreds of Facilities Management students, helping them gain a professional qualification in FM. Formerly an Associate Tutor and dissertation supervisor for the MSc in Facilities Management at the University College of Estates Management and lead Tutor at the CTP Resettlement Centre for the FM programmes, Jane has worked with many other educational organisations. She was Chair of the British Institute of Facilities Management Education special interest group from 2003 – 2008. Jane has spoken and written extensively on the subject and is author of the BPP BIFM workbooks, several case studies and articles on FM across range of publications such as Croners, EFMR, Facilities Management Journal, and FM World.
List of abbreviations
Introduction
1 History of Facilities Management
1.1 Origins of facilities management
1.2 A brief history of FM
1.3 Growth of the FM profession
1.4 Defining FM
1.5 Development of FM
1.6 Trends
2 Key Drivers of Facilities Management
2.1 The business organisation
2.2 Demand and supply
2.3 Roles of FM
2.4 Drivers of FM
2.5 Champion of end-users
2.6 Flexibility in office space
2.7 A recruitment differentiator
2.8 Scope of services
2.9 Impact of working environment on productivity
2.10 The virtual office
2.11 Technology–systems integration
2.12 Building designs
2.13 Financial performance
2.14 Ownership of the property
2.15 Value added
2.16 Service profit chain
2.17 FM’s contribution
2.18 Performance measurement
2.19 Performance indicators
2.20 Benchmarking
2.21 Future trends
3 Activities in Facilities Management
3.1 Introduction
3.2 Facilitation of services and information
3.3 Management functions
3.4 Premises and building management
3.5 Business support services
3.6 Scope and extent of FM activities and services
3.7 FM and the property management function
4 Delivering Facilities Management – Strategy
4.1 Introduction
4.2 Business strategy
4.3 Identifying needs
4.4 Benefits of a strategic approach
4.5 Strategic analysis
4.6 Determining factors
4.7 Premises policy
4.8 Facilities audit
4.9 Audit process
4.10 Awareness
4.11 Space audit
4.12 Audit stage 1 – fact finding
4.13 Audit stage 2 – further investigation
4.14 Audit benefits
4.15 Developing solutions
4.16 Strategy implementation
4.17 FM strategy models
5 Outsourcing
5.1 Introduction
5.2 Multi-service contracts
5.3 Best Value
5.4 Longer contracts
5.5 Integrated FM solutions
5.6 Benefit analysis
5.7 Intelligent client
5.8 FM outsourcing models
5.9 Vested sourcing
5.10 Selection process
6 Financial Management
6.1 Introduction
6.2 Financial systems and process
6.3 The finance department
6.4 Financial controls
6.5 Financial statements
6.6 Finance and the FM
6.7 Sources of funding
6.8 Use of funding
6.9 Fixed assets
6.10 Working capital
6.11 Investments
6.12 The balance sheet
6.13 The profit and loss account
6.14 Cash flow statement
6.15 Performance measurement
6.16 Profitability
6.17 Liquidity
6.18 Other liquidity issues
6.19 Annual reports of accounts
6.20 Financial accounting standards
6.21 Budgets
6.22 Roles of budgets
6.23 Budget design
6.24 Capital or revenue
6.25 Property costs
6.26 Budget variances
6.27 Cost data
6.28 Cost accounting
6.29 Cost centres
6.30 Cash flow
6.31 Leases
6.32 Tax
6.33 Depreciation
6.34 Financial business cases
6.35 Investment appraisal methods
6.36 Preparing a financial proposal
6.37 Building life-cycle costs
6.38 Life-cycle costing methodology
6.39 Evaluating life-cycle costs
6.40 The impact of inflation
7 Property and Estates Management
7.1 Introduction
7.2 Property industry
7.3 Market influences
7.4 The cyclical nature of the market
7.5 Property portfolios
7.6 The investment market
7.7 Property investors
7.8 Property management
7.9 Property professionals and specialists
7.10 Developing a property strategy
7.11 Property and asset registers
7.12 Dilapidations
7.13 Vacant property
7.14 Property guardians
8 Property Legislation and Leases
8.1 Ownership and tenure
8.2 The Estate Agents Act 1979
8.3 Consumer protection regulations
8.4 Defective Premises Act 1972
8.5 Occupiers’ Liability Acts 1957 and 1984
8.6 Energy Performance of Buildings (Certificates and Inspections) Regulations
8.7 Health and Safety Legislation
8.8 Boundaries and Party Walls
8.9 The contents and terms of a commercial lease
8.10 Tenant’s covenants
8.11 Landlord’s covenants
8.12 Schedules
8.13 Trigger notices
8.14 Time limits
8.15 User
8.16 Alienation or assignment
8.17 Arbitration
8.18 Additional covenants
8.19 Lease renewals
8.20 Security of tenure
8.21 The machinery for termination – Sections 24–28
8.22 Landlord’s basis for opposing a new tenancy – Section 30
8.23 The new tenancy
8.24 Section 32 Rule
8.25 Market forces and lease renewal
8.26 Repairs
8.27 Wayleaves
8.28 Easement
9 Developing New Buildings
9.1 The development process
9.2 Planning legislation
9.3 The Town and Country Planning Act 1990
9.4 Planning permission
9.5 The Town and Country Planning (Use Classes) Order 2005
9.6 Planning policy guidance notes
9.7 Development plans
9.8 Planning agreements
9.9 Breach of planning control
9.10 Uses pre-1964
9.11 Listed buildings
9.12 Conservation areas
9.13 Building design
9.14 Building types and uses
9.15 Drivers of building design
9.16 Sustainable construction
9.17 Passivhaus
9.18 Intelligent buildings
9.19 Building information modelling (BIM)
9.20 Structure and its effect on building use
9.21 Planning grids and the use of space
9.22 Developers’ fit-out
9.23 Measuring building efficiency
9.24 Building efficiency
9.25 Layout impact
9.26 Building performance
9.27 Design Quality Indicator
9.28 Commercial building materials
9.29 Building Regulations
9.30 Approved Documents
10 Project Management
10.1 Introduction
10.2 Project management process
10.3 Fundamentals of project management
10.4 Project manager role
10.5 Responsibilities
10.6 Project briefs
10.7 Terms of reference (TOR)
10.8 Project programmes
10.9 Project timescales
10.10 Quality plan
10.11 FADE project methodology
10.12 PRINCE
10.13 Project planning
10.14 Planning techniques
10.15 Gantt charts
10.16 Critical path analysis
10.17 Project control
10.18 Risk management
10.19 Project budget
10.20 Project teams
10.21 Project support
10.22 Project handover
11 Space Management
11.1 Introduction
11.2 Data and information gathering
11.3 Importance of space
11.4 Space management policy
11.5 Space guidelines
11.6 Effective use of space
11.7 The FM cost driver
11.8 Business performance
11.9 Space planning
11.10 Impact of building structures on space use
11.11 Impact of building services on space use
11.12 Space allocation
11.13 Space utilisation
11.14 Space audits
11.15 Building efficiency
11.16 Building operating costs
11.17 Measuring terminology
11.18 New developments in space use
11.19 Legislation and compliance
12 Workplace and Accommodation Management
12.1 Workplace and accommodation changes
12.2 Move requests
12.3 Churn
12.4 Swing space
12.5 Planning a move
12.6 Implementation
12.7 Post-move
13 Procurement
13.1 Introduction
13.2 Purchase criteria
13.3 Procurement policy
13.4 Service contracts
13.5 Procurement strategy
13.6 Procurement stages
13.7 Strategic sourcing
13.8 Spend analysis
13.9 Identifying the need
13.10 Demand management
13.11 Supplier selection
13.12 Specifications
13.13 Tendering process
13.14 The tender document
13.15 Invitation to tender process
13.16 Cost models
13.17 Whole-life costing
13.18 Value engineering
13.19 E-purchasing
13.20 Legislation
13.21 European procurement legislation
13.22 Bribery Act 2010
14 Contracts and Contract Management
14.1 Introduction
14.2 Consideration
14.3 Communication of offer and acceptance
14.4 Acceptance
14.5 Withdrawal
14.6 Contracts by deed
14.7 Contracts which are not binding
14.8 Contract types
14.9 Contract methods
14.10 Contents of a contract
14.11 Lump-sum contract
14.12 Measured-term contract
14.13 Term contract
14.14 Fixed-price contract
14.15 Reimbursable contract
14.16 Schedule of rates
14.17 Reimbursable and fixed-fee contract
14.18 Contract relationships
14.19 Partnership
14.20 Contract extensions
14.21 Service level agreements (SLAs)
14.22 Standard contract forms
14.23 CIOB Facilities Management Contract
14.24 JCT suite of contracts
14.25 GC/Works/10 Facilities Management Contract (2000)
14.26 NEC framework of contracts
14.27 BSRIA Soft Landings
14.28 Private finance initiatives (PFIs)
14.29 Terms and conditions
15 Legislation
15.1 Introduction
15.2 UK legal system
15.3 Impact on FM
15.4 Duties
15.5 Negligence
15.6 Vicarious liability
15.7 Consultation
15.8 Competence
15.9 Operational compliance
15.10 Records
15.11 Strategic impact
15.12 Corporate manslaughter
15.13 Bribery Act 2010
15.14 Modern Slavery Act 2015
16 Legislation Affecting Facilities Management Activities
16.1 Introduction
16.2 Safety policy
16.3 Enforcing authorities
16.4 Management of health and safety regulations
16.5 The HSE five-step approach
16.6 Risk assessment standards
16.7 Hazards
16.8 Risk control
16.9 Risk register
16.10 Definitions of hazard and risk
16.11 Hazard identification
16.12 Work activities
16.13 Risk assessment
16.14 Risk assessment records
16.15 The Workplace (Health, Safety and Welfare) Regulations 1992 (amended 2002)
16.16 Control of Substances Hazardous to Health 2002
16.17 Work at Height Regulations 2005
16.18 Provision and Use of Workplace Equipment Regulations 1998
16.19 Manual Handling Regulations 1992
16.20 Personal Protective Equipment at Work Regulations 1992
16.21 Lifting Operations and Lifting Equipment Regulations 1998
16.22 Control of Noise at Work Regulations 2005
16.23 Confined Spaces Regulations 1997
16.24 Building Regulations 2010 – Part L
16.25 Data Protection Act 2018
16.26 Regulation of Investigatory Powers Act 2000
16.27 Human Rights Act 1998
16.28 Transfer of Undertakings (Protection of Employment) Regulations 2006
16.29 Working Time Regulations 1998
16.30 National Minimum Wage Act 1998
16.31 Greenhouse Gas Emissions (Directors’ Reports) Regulations 2013
16.32 Companies (Directors’ Report) and Limited Liability Partnerships (Energy and Carbon Report) Regulations 2018
17 Fire Safety and Legislation
17.1 Introduction
17.2 Legislation and standards
17.3 Building design
17.4 Building Regulations
17.5 Designing space
17.6 Standards
17.7 Balanced solution
17.8 Fire separation
17.9 Classification of materials, buildings and fixtures
17.10 Building classifications
17.11 Furnishings
17.12 Means of escape
17.13 Fire signage
17.14 Fire detection and fire alarms
17.15 Fire detection system categories
17.16 Control panels
17.17 Zoning
17.18 Fire, smoke and heat detectors
17.19 Sounders
17.20 Call points
17.21 Cabling
17.22 Suppression systems
17.23 Fire extinguishers
17.24 Hose reels
17.25 Fire blankets
17.26 Sprinklers
17.27 Fire hydrants
17.28 Dry and wet risers
17.29 Regulatory Reform (Fire Safety) Order 2005
17.30 Risk assessment
17.31 Assessment methods
17.32 Training records
17.33 Fire-trained staff
17.34 The fire drill
17.35 Refuges
18 Electrical Supplies and Electrical Safety
18.1 Introduction
18.2 Single-phase supply
18.3 Three-phase low-voltage supply
18.4 High-voltage three-phase supply
18.5 Wiring
18.6 Inspection and testing
18.7 Standards – 18th Edition
18.8 Portable electrical equipment
18.9 Safety
18.10 Electric shock
18.11 Earthing
18.12 Bonding
18.13 Circuit protection
18.14 Cable management
18.15 Power quality
18.16 Voltage optimisers
18.17 Power failures
18.18 Assessing the need
18.19 Uninterruptable power supplies
18.20 Generators
19 Accessibility and Inclusive Built Environments
19.1 Introduction
19.2 Inclusive FM
19.3 Disability discrimination legislation
19.4 Special Educational Needs and Disability Act 2001
19.5 Disability Discrimination Act 2005
19.6 Equality Act 2010
19.7 Planning and Compulsory Purchase Act 2004
19.8 Disability awareness
19.9 Front-of-house services
19.10 Personal emergency evacuation plans (PEEPs)
19.11 Communication
19.12 Physical adjustments
19.13 Claims
20 First Aid at Work
20.1 Introduction
20.2 Definition of first aid
20.3 Health and Safety (First-Aid) Regulations 1981
20.4 Assessment of first-aid needs
20.5 Suitable person
20.6 First-aid equipment
20.7 Automated external defibrillators
20.8 Travelling first-aid kits
20.9 First-aid rooms
20.10 Inspection and communication
20.11 Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013
20.12 Fit note
21 Asbestos
21.1 Introduction
21.2 Regulations
21.3 Asbestos management plan
21.4 Management options
21.5 Asbestos survey types
21.6 Asbestos material assessment algorithm
21.7 Asbestos priority assessment
21.8 Asbestos management strategies
21.9 Managing an asbestos incident
21.10 Summary checklist
22 Water Supplies and Water Safety
22.1 Introduction
22.2 Water systems
22.3 Water consumption
22.4 Benefits of water conservation
22.5 Water industry
22.6 Compliance
22.7 Water pollution
22.8 Drinking water
22.9 Washing and cleaning
22.10 Food preparation
22.11 Water pressure
22.12 Drainage
22.13 Sustainable Urban Drainage System (SuDS)
22.14 Specialist maintenance
22.15 Water design capacity
22.16 Supply continuity
22.17 Management review
22.18 Water management policy
22.19 Water-saving technology
22.20 Water recycling systems
22.21 Urinal controls
22.22 Water-saving tips
22.23 Leak detection
22.24 Water safety
22.25 Approved Code of Practice L8
22.26 Legionella Control Association Code of Conduct
22.27 Risk assessment
22.28 Legionnaires’ disease
22.29 The maintenance implications of Legionnaires’ disease
22.30 Maintenance routines and operating procedures
22.31 Coliform bacteria
22.32 Pseudomonas aeruginosa
22.33 Water quality legislation
22.34 Water quality testing
22.35 Swimming pool management
23 Construction (Design and Management) Regulations
23.1 Introduction
23.2 Notifiable works
23.3 Impact of the Regulations on FM
23.4 Principal designer duties
23.5 Designer duties
23.6 Principal contractor duties
23.7 Competence
23.8 Assessing competence
23.9 Demolition
23.10 Documents
24 Business Continuity
24.1 Introduction
24.2 Basic principles
24.3 Legislation
24.4 Standards
24.5 Impact on business
24.6 Policy
24.7 Planning
24.8 Business impact analysis
24.9 Corporate strategy
24.10 Critical assets
24.11 Hazards, consequences and impacts
24.12 Benefits of a business impact analysis
24.13 Unavailability impact table
24.14 Risk assessment
24.15 Documents
24.16 Standby site
24.17 Implementation
24.18 Two-team approach
24.19 Crisis management team
24.20 Logistics
24.21 Telephony and data communications
24.22 Testing the plan
24.23 Upkeep of records
24.24 Audit
25 Maintenance – Definitions and Strategies
25.1 Introduction
25.2 Maintenance priorities
25.3 Maintenance classifications
25.4 Maintenance policy
25.5 Computerised maintenance management systems
25.6 Asset registers
25.7 Maintenance programmes
25.8 Maintenance activities
25.9 Maintenance schedules
25.10 Controlling maintenance work
25.11 Building records
25.12 Annual inspections
25.13 Condition surveys
25.14 Planning the survey
25.15 Component life cycles
25.16 Bathtub curve
25.17 Element and component life expectancies
26 Mechanical and Electrical Systems and Their Maintenance
26.1 Introduction
26.2 Heating, ventilation and air conditioning
26.3 Heating systems
26.4 Direct heating systems
26.5 Indirect heating systems
26.6 Ventilation
26.7 Relative humidity
26.8 Natural ventilation
26.9 Mechanical ventilation
26.10 Air conditioning
26.11 Comfort control
26.12 Selection of an appropriate system
26.13 Air-conditioning systems
26.14 Local exhaust ventilation systems
26.15 Dampers
26.16 Fans
26.17 Filters
26.18 Displacement ventilation systems
26.19 Fan coil units
26.20 Chilled beam
26.21 Diffusers
26.22 Heat pumps
26.23 Packaged air-conditioning units
26.24 Refrigeration
26.25 Humidification
26.26 Cooling systems
26.27 Fire safety
26.28 Standards
26.29 Lifts
26.30 Lighting
26.31 Lighting requirements
26.32 Light fittings
26.33 Lighting efficiency
26.34 Lighting controls
26.35 Building management systems
26.36 Intelligent buildings
27 Information and Communications Technology
27.1 Introduction
27.2 Ownership options
27.3 Telephone systems
27.4 Telephony services
27.5 Communication wiring
27.6 Fibre optics
27.7 Cable distribution
27.8 Structured cabling systems
27.9 Data rooms and centres
27.10 Wireless networks
27.11 Cellular networks
27.12 Personal area networks
27.13 Virtual private networks
27.14 Firewalls
27.15 Smartphones and tablets
27.16 Cloud computing
27.17 Tele-presence
27.18 Video conferencing
27.19 Voice over Internet Protocol
27.20 Applications
27.21 QR codes
27.22 Drones
27.23 The Internet of Things
27.24 Artificial intelligence
27.25 Voice-activated services
28 Grounds and External Areas
28.1 External areas
28.2 In-house or contracted-out landscaping maintenance
28.3 Landscaping standards
28.4 Landscape architects
28.5 Decay of trees
28.6 Damage to trees
28.7 Removal of trees and tree stumps
28.8 Ownership of trees
28.9 Spreading of roots and branches
28.10 Dangerous trees
28.11 Licence to plant
28.12 Tree preservation orders
28.13 Conservation areas
28.14 Internal planting
28.15 Artificial plants
28.16 Maintenance of hardstandings and external areas
28.17 Vegetation and planted areas
28.18 Boundary fencing
28.19 Brickwork walls
28.20 Grounds maintenance contracts
28.21 Site footpaths and roads
28.22 Workplace parking
28.23 Parking policy
28.24 Car park categories
28.25 Car park design
28.26 Bicycle parking
28.27 Motorcycle parking
28.28 Car parking standards
28.29 Travel planning
28.30 Car sharing
28.31 Bike share
29 Fabric Maintenance
29.1 Introduction
29.2 Maintenance implications of building structures
29.3 Fabric maintenance programmes
29.4 Internal and external finishes
29.5 External walls and building envelope
29.6 Guttering and rain downpipes
29.7 Lightning conductors
30 Energy Management
30.1 Introduction
30.2 Energy consumption
30.3 Energy-efficient building designs
30.4 Energy management good practice
30.5 Carbon footprint
30.6 Choice of fuel
30.7 Electricity
30.8 Combined heat and power systems
30.9 Renewable energy sources
30.10 Gas
30.11 Energy monitoring
30.12 Metering
30.13 Investment
30.14 Energy policy
30.15 CRC Energy Efficiency Scheme
30.16 Companies (Directors’ Report) and Limited Liability Partnerships (Energy and Carbon Report) Regulations 2018
30.17 Greenhouse Gas Emissions (Directors’ Reports) Regulations 2013
30.18 Carbon Trust Standard
30.19 ISO 50001 – Energy Management
30.20 BS EN 16247 – Energy Audits
30.21 PAS 2060 – Carbon Neutrality
30.22 PAS 2080 – Carbon Management in Infrastructure
30.23 Legislation
30.24 Building Regulations
30.25 Energy Performance of Buildings Directive
30.26 Energy Performance Certificates
30.27 Display Energy Certificates
30.28 Feed-in Tariff
30.29 Renewable Heat Incentive
30.30 Energy Savings Opportunity Scheme
30.31 Minimum Energy Efficiency Standard
31 Front of House
31.1 Reception services
31.2 The first impression
31.3 The welcome process
31.4 Welcome formalities
31.5 Managing visitor expectations
31.6 Best practice
31.7 Customer service
31.8 Customer and visitor satisfaction
31.9 Visiting groups
31.10 Meet and greet service
31.11 Styles of welcome and reception service
31.12 Welcome boards
31.13 Remote entry points
31.14 The goodbye
31.15 Reception service standards
31.16 Corporate duty of care
31.17 Recording visitor information
31.18 Display of company signage
31.19 Visitor risk assessments
31.20 Fire precautions in the reception area
31.21 CCTV surveillance
31.22 Trespassing and theft
31.23 Switchboard services
31.24 Room booking services
31.25 Virtual reception
32 Housekeeping and Cleaning Services
32.1 Cleaning services
32.2 Cleaning methods
32.3 Cleaning standards
32.4 Cleaning specifications
32.5 Cleaning costs
32.6 Advantages and disadvantages of contract cleaning
32.7 Staff
32.8 Daytime cleaning
32.9 Equipment
32.10 Microfibre materials
32.11 Ionators and active water
32.12 Cleaning chemicals
32.13 Detergents
32.14 Sealants
32.15 Solvents
32.16 Example contract cleaning specification
32.17 Checklist
33 Security Management
33.1 Introduction
33.2 Security strategy
33.3 Contract security services
33.4 Licensed security roles
33.5 Increased importance
33.6 Contractor selection
33.7 Service standards
33.8 Site survey and analysis
33.9 Assignment instructions
33.10 Access control
33.11 Door security
33.12 Door furniture
33.13 Windows
33.14 Electronic access control systems
33.15 Components in electronic systems
33.16 Advantages and disadvantages of electronic systems
33.17 Training
33.18 Special considerations
33.19 Disability discrimination
34 Customer and Stakeholder Relations
34.1 The importance of good service delivery
34.2 Customer care
34.3 Stakeholder analysis
34.4 Customer service
34.5 Communication
34.6 Service delivery requirements
34.7 Analysis tools
34.8 Questionnaires
34.9 User and focus groups
34.10 Mystery shopping
34.11 Critical service features
34.12 Gap analysis
34.13 Service quality (SERVQUAL)
34.14 Internal customer service
34.15 FM helpdesk
34.16 Service level agreements
34.17 Customer service standards
34.18 Customer journey mapping
34.19 Customer Effort Score (CES)
34.20 Net Promoter Score (NPS)
35 Waste Management
35.1 Introduction
35.2 Waste management policy
35.3 Waste management structure
35.4 Waste management procedures
35.5 Duty of care
35.6 Waste minimisation
35.7 Building design
35.8 Operational buildings
35.9 Business activities and business processes
35.10 Product labelling
35.11 Recycling
35.12 Plastic waste
35.13 Anaerobic digestion
35.14 Waste to energy
35.15 Waste product database
35.16 Waste classification
35.17 Waste management audits
35.18 Targets
35.19 Landfill
35.20 Legislation
36 Catering and Hospitality Services
36.1 Introduction
36.2 Catering trends
36.3 Catering strategy
36.4 Catering objectives
36.5 In-house catering operation
36.6 Contracted-out catering services
36.7 Contract types
36.8 Catering specification
36.9 Catering costs
36.10 Catering services review
36.11 Food hygiene and safety
36.12 Hazard Analysis of Critical Control Points
36.13 Allergens
36.14 Legislation
36.15 Well-being
36.16 Standards and accreditations
37 Quality Management
37.1 Origins
37.2 Quality
37.3 Quality management
37.4 Continuous improvement
37.5 Lean
37.6 Quality systems and procedures
37.7 Total quality management
37.8 Business Excellence Model – European Foundation of Quality Management
37.9 Six Sigma
37.10 Quality standards and accreditation schemes
37.11 Standards
37.12 ISO 9000
37.13 ISO 41001
37.14 ISO 14001
37.15 Investors in People
37.16 Benchmarking
37.17 FM benchmarking
37.18 Key performance indicators
38 Document Management Services
38.1 Corporate information
38.2 Document management
38.3 Mail
38.4 Reprographics
38.5 Photocopiers
38.6 Printers
38.7 Multi-function devices
38.8 Facsimile (fax) machines
38.9 Electronic document management system
38.10 Audiovisual equipment
38.11 Archives
39 Sustainability and Environmental Issues
39.1 Introduction
39.2 Historical overview
39.3 Definitions
39.4 Earth’s resources
39.5 Ecological footprint
39.6 The One Planet Living principles
39.7 FM’s role
39.8 Environmental impacts
39.9 History of CSR
39.10 CSR responsibilities
39.11 CSR standards
39.12 Measuring CSR
39.13 Benchmarking CSR
39.14 Sustainability Index in FM
39.15 CSR and Environmental Policy
40 Management of the Facilities Management Function
40.1 The facilities management team
40.2 Setting up the department
40.3 Workload planning and allocation
40.4 Delegation
40.5 Recruitment
40.6 FM competencies
40.7 Training and development
40.8 Career planning
40.9 Motivation
40.10 Culture and values
40.11 Team building
40.12 Multi-team (cross-functional) working
40.13 Discipline, grievances and staff exit
40.14 Management
40.15 Leadership
40.16 Raising the profile of workplace and FM professionals
Index
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