Introduction to Facility Management

Cover
Title Page
Copyright Page
Preface
Table of Contents
Chapter 1: What is Facility Management?
	1.1: Introduction
	1.2: Facility Management in the organisation
		1.2.1: Facility Management in the organisational structure
		1.2.2: The customer
		1.2.3: Stages of development of the FM-organisation
	1.3: The roles and responsibilities of the facility professional
	1.4: The development of the FM-domain
	1.5: The positioning of Facility Management
	1.6: Structure of this book
	Young Professionals in Facility Management
	Summary
	Questions and Assignments
Chapter 2: Social dynamics that shape work and work environment
	2.1: Introduction
	2.2: The importance of scenarios
		2.2.1: Predicting the future
		2.2.2: Socio-dynamics
	2.3: Demographic factors
	2.4: Economic factors
		2.4.1: The knowledge economy
		2.4.2: The sharing economy
		2.4.3: The networked economy
		2.4.4: Mobility and accessibility
		2.4.5: The circular economy
	2.5: Social developments
		2.5.1: The 24/7 economy
		2.5.2: Growing pluralism
		2.5.3: Experience economy
	2.6: Technological developments
		2.6.1: Technology, management and maintenance
		2.6.2: Technology and services
	2.7: Ecological factors
		2.7.1: The Triple P
		2.7.2: People
		2.7.3: Planet
		2.7.4: Prosperity
	2.8: Political-legal factors
	2.9: From trends and developments to scenarios
	Young Professionals in Facility Management
	Summary
	Questions and Assignments
Chapter 3: Experiencing the work environment
	3.1: Introduction
	3.2: Hard services
		3.2.1: Real estate management versus facility management
		3.2.2: Site selection
		3.2.3: Building types
		3.2.4: Office buildings
		3.2.5: Space management and relocation management
		3.2.6: Building management
	3.3: Soft services
		3.3.1: Service, process, activity and experience
		3.3.2: Describing and depicting processes
		3.3.3: Reception services
		3.3.4: Facilities service desk
		3.3.5: Safety & security
		3.3.6: Foodservices
		3.3.7: Waste management
		3.3.8: Document management and information management
		3.3.9: Cleaning services
		3.3.10: Workwear and linen services
		3.3.11: ICT
	3.4: Attitude and behaviour
		3.4.1: Hospitality
		3.4.2: Types of customers and customer experience
		3.4.3: Service design thinking
		3.4.4: Types of employees
		3.4.5: Hostmanship
	Young Professionals in Facility Management
	Summary
	Questions and Assignments
Chapter 4: The functioning of the facilities organisation
	4.1: Introduction
	4.2: Matching demand and supply
		4.2.1: The stratified customer
		4.2.2: Roles and activities of the client, facility management organisation and provider
	4.3: Positioning, identity and image
	4.4: Facility policy
	4.5: Facility marketing and expectation management
		4.5.1: The FM marketing mix
		4.5.2: Customer satisfaction
		4.5.3: Managing expectations
		4.5.4: The SERVQUAL-model
	4.6: Procurement
		4.6.1: Outsourcing
		4.6.2: The procurement process
		4.6.3: Supplier management
		4.6.4: Public procurement
	4.7: Quality management
		4.7.1: Types of quality
		4.7.2: Standardisation
	4.8: Environmental management
		4.8.1: Environmental management systems
		4.8.2: Corporate social responsibility
		4.8.3: Sustainable behaviour
	4.9: Risk management
		4.9.1: Types and definition of risks
		4.9.2: Probability and effect
		4.9.3: Business continuity management
	4.10: Information management
		4.10.1: From data to information
		4.10.2: Computer Aided Facility Management software (CAFM)
	Young Professionals in Facility Management
	Summary
	Questions and Assignments
Chapter 5: Quantifying Facility Management
	5.1: Introduction
	5.2: Monitoring requires information
	5.3: A facility manager’s dashboard
		5.3.1: Customer satisfaction
		5.3.2: Service level
		5.3.3: Costs
		5.3.4: Quantifying indirect results
	5.4: Performance management
		5.4.1: Business model
		5.4.2: Plan, check, act
		5.4.3: Balanced scorecard, KPI and CSF
		5.4.4: Methods for embedding performance improvements
	5.5: Financial management
		5.5.1: Relation with process management
		5.5.2: The facilities budget
		5.5.3: Planning and control
		5.5.4: Benchmarking
	Young Professionals in Facility Management
	Summary
	Questions and Assignments
Chapter 6: The future of the Facility Management profession
	6.1: Introduction
	6.2: The selection of the driving forces
	6.3: The four scenarios
	6.4: Collaborative organisations (comparable to a sports complex)
		6.4.1: What do we currently see in practice?
		6.4.2: What is the role of facility professionals in collaborative organisations?
		6.4.3: What should one be capable of in the role of area manager or district manager?
		6.4.4: What are crucial future issues for area management?
	6.5: Open communities (comparable to fitness centres)
		6.5.1: What do we currently see in practice?
		6.5.2: What is the role of facility professionals in open communities?
		6.5.3: What should one be capable of in the role of community builder?
		6.5.4: What are crucial future issues for open communities?
	6.6: Private communities (similar to a golf club)
		6.6.1: What do we currently see in practice?
		6.6.2: What is the role of facility professionals in private communities?
		6.6.3: What should one be capable of in the role of community manager?
		6.6.4: What are crucial future issues for private communities?
	6.7: The confined organisation (comparable to a football club)
		6.7.1: What do we currently see in practice?
		6.7.2: What is the role of facility professionals in confined organisations?
		6.7.3: What should one be capable of in the role of workspace manager?
		6.7.4: What are crucial future issues for of confined organisations?
	6.8: General future expectations that will affect the FM-profession
		6.8.1: Developments in the field of policy making
		6.8.2: Developments in the field of branding and FM-marketing
		6.8.3: Developments in procurement management
		6.8.4: Developments in quality management
		6.8.5: Developments in the field of environmental management
		6.8.6: Developments in risk management
		6.8.7: Developments in the field of information management
	6.9: At a glance
	Young Professionals in Facility Management
	Summary
	Questions and Assignments
Chaper 7: Research in Facility Management
	7.1: Introduction
	7.2: Why do institutes of higher professional education conduct research?
		7.2.1: Research as second core task for universities of applied sciences
		7.2.2: Research groups
	7.3: Research in facility management
	7.4: Facility research by universities of applied sciences
	7.5: Research under the influence of trends and developments
	Young Professionals in Facility Management
	Summary
	Questions and Assignments
Glossary
Bibliography
Appendices
	1: Facility Management associations
	2: Flowchart symbols
Index
About the authors
Acknowledgements