Total Facility Management -- Copyright -- Contents -- Preface to the Fourth Edition -- Abbreviations -- Introduction -- The organization -- The customer as end-user -- Principles, process and procedures -- Chapter 1 Fundamentals -- Key issues -- Introduction -- Background -- Origins of facility management -- Definitions -- Rationale for facility management -- The broad approach to facility management -- Risks and opportunities -- Key concepts -- The informed client function -- Stakeholder engagement -- End-user experience -- Best value -- Operability -- Other concepts -- Facility planning -- Sustainability -- Outsourcing -- Procurement -- Performance management -- Management of change -- Human resources management -- Maintenance management -- Information management -- Key roles, responsibilities and accountabilities -- Owner -- Operator -- Core competence in facility management -- Conclusions -- Checklist -- Chapter 2 Facility Planning -- Key issues -- Introduction -- Real estate management -- The own, lease or rent decision -- The totally serviced workplace -- Space management -- Space utilization and efficiency -- Sustainable space provision -- Design and facility management briefing -- The briefing process -- Statement of needs -- The design brief -- The functional brief -- Evaluating design solutions -- As-built information -- The facility handbook -- BIM -- Soft Landings -- The feasibility study -- Design development -- Design change control -- Stakeholders -- Stakeholder identification -- Stakeholder classification -- Stakeholder impact assessment -- Risks and opportunities -- Conclusions -- Checklist -- Chapter 3 Facility Management Strategy -- Key issues -- Introduction -- The business context -- The single-facility owner-operator -- The regional/national facilities owner-operator -- The multinational facilities owner-operator.

Business drivers and constraints -- Organizational management levels -- The strategic level -- The tactical level -- The operational level -- Cross-cultural management -- Strategy formulation -- Strategic analysis -- Portfolio and space audit -- Services audit -- Resources audit -- Market audit -- Solution development -- Criteria for evaluating options -- Generation of options -- Evaluation and selection of the preferred options -- Strategy implementation -- People and systems -- Communication -- Resources planning -- Conclusions -- Checklist -- Chapter 4 Human Resources Management -- Key issues -- Introduction -- Personnel management -- Human resources planning -- Employment obligations -- Access, inclusion and equality -- Talent management -- Empowerment -- Job competences and skills -- Performance appraisal -- Personal development -- Conclusions -- Checklist -- Chapter 5 Workplace Productivity -- Key issues -- Introduction -- Measuring productivity -- The nature of work -- The organization -- Communication -- The work environment -- The internal environment -- Sick building syndrome -- Design issues -- Unconventional working arrangements -- Conclusions -- Checklist -- Chapter 6 Health, Safety and Security -- Key issues -- Introduction -- Health, safety and security policy -- Zero accidents -- Occupational health and safety -- Compliance -- Organizational -- Noticeboards -- Accident reporting -- Training -- First aid -- Fire precautions -- Statutory risk assessments -- Inspections and audits -- Work equipment -- Personal protective equipment (PPE) -- Off-site -- Service providers -- Notices -- Hazard and risk assessment -- Security and well-being -- Protection of users -- Stress -- Conclusions -- Checklist -- Chapter 7 The Outsourcing Decision -- Key issues -- Introduction -- Establishing the baseline -- Relationship to business objectives.

Drivers and constraints -- Risks and opportunities -- Stakeholders as qualified end-users -- Scope of services -- Sourcing policy -- Offshoring -- Statutory and other regulatory considerations -- Attributes of service provision -- End-user service -- Uniqueness of service -- Priority, flexibility and responsiveness -- Direct cost -- Management implications and indirect cost -- Control -- Options for service delivery -- The managing agent -- The managing contractor -- The managed budget -- Total facility management -- Single versus multiple services -- Evaluating options -- The option evaluation matrix -- Markets for facility-related services -- Conclusions -- Checklist -- Chapter 8 Procurement -- Key issues -- Introduction -- The procurement process -- Centralized versus decentralized procurement -- Procurement policy and procedures -- Roles, responsibilities and accountabilities -- Prequalification of service providers -- Local versus national service providers -- Request for information (RFI) -- Financial appraisal -- HSSE -- Cultural fit -- Corporate social responsibility (CSR) -- Assessment criteria -- Request for proposals or tender -- Rationale for service specifications and SLAs -- Service specifications -- Service level agreements (SLAs) -- Formal contract -- Performance measurement and reporting -- Tendering -- Market testing -- Tender competitions -- Tender evaluation -- Financial close -- Operational considerations -- Pre-contract meeting -- Contract award -- Conclusions -- Checklist -- Chapter 9 Service Delivery -- Key issues -- Introduction -- The internal customer as end-user -- Insourcing -- The in-house team -- External service providers -- Mobilization -- The mobilization plan -- Supply-side considerations -- Business continuity and transition -- Operational processes and procedures -- Management information and reporting.

Contract management -- Contract conditions and terms -- Payment -- Cost control -- Performance appraisal -- Performance reviews -- Change control -- Contract administration -- Contract review -- Operational review -- Conclusions -- Checklist -- Chapter 10 Specialist Services and Partnership -- Key issues -- Introduction -- ICT services -- ICT infrastructure -- ICT applications -- ICT performance and security -- Health-care services -- Security and protection services -- Custodial services -- Professional services -- Performance and SLAs -- Risk, insurance and indemnities -- Supplier management -- Collaborative relationships -- Partnering -- Risk, reward and opportunity -- Gain-sharing -- Public-private partnerships (PPPs) -- The procurement and contractual approach -- The generic PPP set-up -- Facility management and private-sector participation -- Output specifications -- Risk and private investment -- Issues with private investment and partnership -- Conclusions -- Checklist -- Chapter 11 Performance Management -- Key issues -- Introduction -- Quality or performance -- The post-implementation review -- Post-occupancy evaluation (POE) -- The service review -- The end-user review -- The operational review -- The financial review -- The human resources review -- The regulatory compliance review -- Updating service specifications and SLAs -- Performance measurement -- Critical success factors (CSFs) and key performance indicators (KPIs) -- Performance monitoring -- Performance reporting -- Operations and service assessment -- Other performance measures -- The facility management dashboard -- Benchmarking -- The basic approach -- Best practice -- Continual improvement -- The benchmarking process -- Benchmarking facility management -- Beyond benchmarking -- The quality system -- Conclusions -- Checklist -- Chapter 12 Maintenance Management -- Key issues.

Introduction -- The maintenance strategy -- The maintenance policy -- Maintenance planning -- The rationale for maintenance planning -- Materials and components -- Facility assets and maintenance resources -- The maintenance process -- Maintenance costs and finance -- Maintenance methods -- Planned maintenance -- Preventive maintenance -- Unplanned maintenance -- Building logbooks -- Permits and approvals -- Inspections -- Building services engineering installations -- Mechanical installations -- Electrical installations -- Fire protection -- Building management system (BMS) -- Manuals, registers and inventories -- Maintenance manuals -- Asset register -- Warranties and spare parts -- Maintenance management system -- Conclusions -- Checklist -- Chapter 13 Sustainable Facilities -- Key issues -- Introduction -- Sustainable development -- Environmental management -- The environmental management system (EMS) -- Corporate social responsibility (CSR) -- Zero carbon -- Whole-life carbon -- Environmental performance and energy efficiency -- The building energy management system -- Managing water resources -- Managing waste -- Management and end-user responsibilities -- Technology-enhanced facilities -- Intelligent buildings -- Smart tagging, sensing and control -- Applications of smart systems technology -- Innovative workplaces and housing -- Flexible corporate real estate -- Sustainable communities -- Healthy living -- Telecare -- Conclusions -- Checklist -- Chapter 14 Change Management -- Key issues -- Introduction -- Transition -- The transition process -- Transition control -- Disruption and continuity management -- Types of transition -- Scope definition -- Criteria for measuring success -- Stakeholders -- Risk and opportunity management -- Transition actions -- Timescales, deadlines and phasing in -- Costs and budgets -- Budget approval.

Uncertainty management.