Total facilities management

Total Facilities Management......Page 1
Contents......Page 7
Preface to the Third Edition......Page 13
Preface to the Second Edition......Page 14
Introduction......Page 16
Abbreviations......Page 18
Key issues......Page 21
Rationale for facilities management......Page 22
Defining facilities management......Page 24
Informed client function......Page 25
Supplier relationships......Page 27
Matters of risk......Page 29
Conclusions......Page 31
Key issues......Page 32
Introduction......Page 33
Developing a facilities management strategy......Page 34
Strategic analysis of facilities requirements......Page 35
Developing solutions......Page 39
Strategy implementation......Page 40
Relationships between client organisations and service providers......Page 43
Conclusions......Page 48
Key issues......Page 50
Real estate management......Page 51
Space management......Page 52
Design briefing......Page 54
Facilities management brief......Page 55
Post-occupancy evaluations......Page 58
Real estate options......Page 59
Totally serviced workplaces......Page 60
Conclusions......Page 61
Introduction......Page 63
Customer service......Page 64
Uniqueness of service......Page 65
Priority, flexibility and speed of response......Page 66
Management implications and indirect cost......Page 67
Control......Page 68
Overview of options and implications......Page 70
Other implications of outsourcing......Page 71
Conclusions......Page 72
Introduction......Page 74
Change in an organisational setting......Page 75
Change as a process......Page 76
Communicating change......Page 79
Responsibilities of those managing change......Page 80
Resolving cultural conflict......Page 81
Conclusions......Page 84
Introduction......Page 86
Appropriate management structure......Page 87
Employment obligations......Page 92
Functions, job descriptions and skills......Page 96
Performance appraisal......Page 97
Conclusions......Page 99
Introduction......Page 101
Essential approach......Page 102
Strategy......Page 104
Tender documents......Page 107
Tendering process......Page 109
Ongoing relationships......Page 113
Conclusions......Page 114
Introduction......Page 116
Identifying stakeholders......Page 117
In-house team approach......Page 118
Service provision reviewed and improved......Page 119
Conclusions......Page 120
Key issues......Page 121
Stakeholders’ interests......Page 122
What is a service specification?......Page 123
Example of a service specification – cleaning of open-plan offices......Page 125
What is a service level agreement (SLA)?......Page 127
Example of a service level agreement (SLA)......Page 129
Critical success factors and key performance indicators......Page 130
Performance monitoring......Page 133
Updating service specifications and SLAs......Page 136
Quality system......Page 137
Conclusions......Page 138
Introduction......Page 139
Sustainability and environmental issues......Page 140
General policy......Page 141
Corporate social responsibility......Page 142
Organisation and administration......Page 143
Disability discrimination......Page 144
Safety rules and practice......Page 145
Stress, employees and the organisation......Page 148
Conclusions......Page 150
Introduction......Page 152
Measuring productivity......Page 153
Work itself......Page 154
The organisation......Page 156
Communication......Page 157
Work environment......Page 158
Environmental factors having an impact on productivity......Page 159
Design implications......Page 161
Unconventional working arrangements......Page 162
Conclusions......Page 163
Key issues......Page 165
Building engineering services......Page 166
Intelligent buildings – Smart buildings......Page 167
Smart tagging, sensing and control......Page 169
Applications of smart systems technology......Page 172
Conclusions......Page 176
Introduction......Page 178
Preliminary approach......Page 179
Types of service provision......Page 180
Managing agent......Page 181
Managing contractor......Page 187
Total facilities management......Page 188
Evolution in the nature of service providers......Page 189
Determining the best approach......Page 191
Conclusions......Page 192
Introduction......Page 194
Types of relationship......Page 195
What kind of relationship is needed?......Page 197
Contractual arrangements and partnering......Page 198
Conclusions......Page 200
Key issues......Page 202
ICT services......Page 203
Health care services......Page 207
Security and protection services......Page 208
Professional services......Page 209
Performance and service level agreements......Page 210
Risks, insurance and indemnities......Page 211
Conclusions......Page 212
Introduction......Page 214
Information management......Page 215
Planned preventive maintenance......Page 220
Computer-aided facilities management (CAFM)......Page 222
Building information modelling......Page 223
BIM applied to existing buildings......Page 224
Conclusions......Page 225
Introduction......Page 227
Payments......Page 228
Cost monitoring......Page 229
Performance monitoring......Page 231
Contract administration......Page 232
Conclusions......Page 233
Introduction......Page 235
Pursuing continual improvement......Page 236
Benchmarking practices......Page 237
Measuring performance......Page 238
Benchmarking facilities management......Page 240
Other kinds of benchmarking......Page 242
Conclusions......Page 246
Key issues......Page 248
Public–private partnerships (PPPs)......Page 249
Generic PPP project set-up......Page 251
Payment mechanisms......Page 256
Facilities management and private sector participation......Page 257
Relevance and benefits of private investment and partnership......Page 258
Risk and private investment......Page 259
Conclusions......Page 260
Introduction......Page 262
Backgrounds of facilities managers......Page 263
Core competence in facilities management......Page 264
Studying facilities management......Page 265
Facilities management training and personal development......Page 266
Continuing professional development (CPD)......Page 267
Conclusions......Page 268
Introduction......Page 271
Innovation and research and development......Page 272
Flexible corporate real estate......Page 274
Healthy buildings promoting future living......Page 277
Sustainable communities......Page 281
Tele-care in the home......Page 284
Conclusions......Page 287
Appendix A......Page 289
Appendix B......Page 303
Appendix C......Page 309
Appendix D......Page 311
Appendix E......Page 315
References and Bibliography......Page 316
Index......Page 318