TOTAL FACILITY MANAGEMENT A comprehensive review of what facility management means to owners, operators, occupiers, facility managers and professional advisors
The newly revised Fifth Edition of Total Facility Management is an accessible and practical text that shows readers how the concept and principles of facility management can be implemented in practice. The book deals with the most common and intractable challenges facing professionals, academics and students in the field and provides practical solutions with the means to implement them.
The new edition includes a greater focus on applicable ISO standards in facility management as well as maintaining an international perspective throughout. The book contains easy-to-access advice on how facilities can be better managed from a range of perspectives, and the subjects covered provide a comprehensive treatment of facility management.
Readers will benefit from the inclusion of:
A thorough introduction to the fundamentals of facility management, including key roles, responsibilities and accountabilities and the core competencies of facility management An exploration of facility planning, facility management strategy, outsourcing, procurement, facility management organization, facility maintenance management and business continuity and recovery planning An examination of human resources management, well-being, workplace productivity, performance management health, safety, security and the environment A review of sustainable practices, change management, facility management systems, information management (including building information models and digital twins) and innovative technology. The book is the perfect choice for undergraduate and graduate studies in facility management, construction management, project management, surveying and other AEC disciplines. Total Facility Management will also earn a place on the desk of practicing facility managers, as well as in the libraries of academics and researchers whose work requires them to understand the theory and practice of facility management.
Preface to the Fifth Edition xi Abbreviations xiii Introduction 1 The organization 1 The user 2 Principles, processes, practices and procedures 2 1 Fundamentals 3 Key points 3 Introduction 4 Background 4 Practice note –Three perspectives 6 Key concepts 12 Supporting concepts 15 Key roles, responsibilities and accountabilities 18 Core competence in facility management 19 Conclusions 20 Checklist 20 2 Facility Planning 22 Key points 22 Introduction 23 Real estate management 24 Own, lease or rent decision 24 Fully serviced workplace 25 Space management 26 Business continuity and recovery planning 29 Design and construction for operability 30 Practice example – Bargain basement 40 Design development 41 Stakeholders 42 Risk management 45 Conclusions 46 Checklist 47 3 Facility Management Strategy 48 Key points 48 Introduction 49 Understanding the organization 50 Business context 50 Business drivers and constraints 52 Organizational management levels 52 Capability maturity 54 Practice example – Taking one’s own advice 55 Strategy formulation 56 Strategic analysis 58 Solution development 61 Strategy implementation 62 Business intelligence 64 Conclusions 65 Checklist 66 4 Human Resources Management 68 Key points 68 Introduction 69 Human resources planning 70 Recruitment, retention and release 72 Leadership and management styles 74 Delegation and empowerment 74 Practice example – Mind the gap 75 Learning and continuing professional development/education 77 Conclusions 78 Checklist 79 5 Well-Being, Workplace and Productivity 80 Key points 80 Introduction 81 Well-being 83 Practice example – A precautionary tale 87 User behaviour 87 Cross-cultural behaviour 88 Productivity and efficiency 89 Internal environment 95 Design issues 97 Unconventional working arrangements 99 Co-working 100 Conclusions 104 Checklist 104 6 Health, Safety, Security and the Environment 106 Key points 106 Introduction 107 HSSE policy 108 Social performance 109 Zero accidents 110 ALARP 110 Practice example –The only facility is a safe facility 111 Occupational health and safety (OH&S) 112 Compliance 114 Hazard identification and risk assessment 118 Protection of users 119 Conclusions 119 Checklist 120 7 Facility Management Organization 122 Key points 122 Introduction 123 Background to the facility management organization 124 Organizational structure and management 125 Extent of embeddedness 127 Practice example – Management led or management overload? 131 Service delivery options 132 Support processes and activities 138 Dynamic capabilities 139 Aligning the facility management organization and service options 141 Conclusions 141 Checklist 142 8 Outsourcing Decision 144 Key points 144 Introduction 145 Establishing the baseline 146 Users as key stakeholders 148 Sourcing policy 151 Practice example – Capability or capacity? 152 Attributes of service 153 Evaluating options 158 Conclusions 160 Checklist 161 9 Procurement 163 Key points 163 Introduction 164 Procurement process 165 Centralized or decentralized procurement 167 Procurement policy and procedures 167 Roles, responsibilities and accountabilities 169 Prequalification of service providers 170 Request for proposals or tender 176 Service specifications 178 Service level agreements (SLAs) 181 Tendering 184 Practice example –When the price is right 187 Financial close 188 Competitive dialogue 190 Conclusions 191 Checklist 192 10 Service Delivery 194 Key points 194 Introduction 195 Users as customers 196 In-house provision 197 External service providers 198 Mobilization 199 Business continuity and transition 201 Practice example – To be at a complete loss 202 Contract management 203 Contract administration 208 Conclusions 209 Checklist 210 11 Specialist Services and Partnership 212 Key points 212 Introduction 213 ICT services 214 Healthcare services 217 Security and protection services 218 Custodial services 219 Professional services 220 Performance and SLAs 220 Risk, insurance and indemnities 221 Supplier management 221 Collaborative relationships 222 Practice example – Take your partners 227 Public–private partnerships (PPPs) 228 Conclusions 234 Checklist 235 12 Performance Management 237 Key points 237 Introduction 238 Quality or performance 239 Post-implementation review 239 Post-occupancy evaluation (POE) 240 Service review 242 Performance measurement 244 Practice example – On another level 253 Updating service specifications and SLAs 254 Benchmarking 255 Quality management system 262 Conclusions 263 Checklist 263 13 Maintenance Management 266 Key points 266 Introduction 267 Maintenance strategy 268 Maintenance policy 269 Maintenance planning 270 Practice example – Learning an important lesson 272 Maintenance approach and methods 276 Building logbook 280 Permits and approvals 281 Inspections 281 Building services engineering installations 282 Intelligent or smart systems 285 Manuals, registers and inventories 286 Maintenance management system 288 Conclusions 289 Checklist 290 14 Sustainable Facilities 292 Key points 292 Introduction 293 Sustainable development 294 Environmental management 295 Zero carbon 298 Environmental performance and energy efficiency 299 Managing water resources 300 Managing waste 301 Corporate social responsibility (CSR) 302 Management and user responsibilities 303 Economic performance 303 Life cycle costing 305 Practice example – Ever smarter, ever green 305 Technology-enhanced facilities 306 Innovative workplaces and communities 310 Conclusions 314 Checklist 315 15 Change Management 317 Key points 317 Introduction 318 Management of change 319 Organizational change 320 Practice example – No false moves 324 Transition 325 Re-occupation and business recovery 343 Innovation, research and development 345 Conclusions 347 Checklist 348 16 Facility Management Systems 350 Key points 350 Introduction 351 Management systems 352 Management system standards 353 Facility management system 354 Requirements 355 Practice example – Conformity is good for business 366 Implementation of a facility management system 366 Assessment 367 Evidence-based approach 370 Conclusions 370 Checklist 371 17 Information Management 373 Key points 373 Introduction 374 Managing information 375 Facility handbook 382 Facility user guide 383 Classifying information and data 384 Computer-aided facility management (CAFM) systems 396 Building information modelling (BIM) 397 Practice example – Problems can be difficult, solutions must not be 403 Internet of Things 404 Artificial intelligence 404 Conclusions 407 Checklist 408 Appendices 410 A Standards 410 B Glossary 413 C Prevention of Fraud and Irregularity 424 D Contracts and Agreements 430 References 433 Index 436
Brian Atkin BSc, MPhil, PhD, FRICS, FCIOB is a management consultant who focuses on project management, facility management and construction management. He is a member of the British Standards Institution’s FM Strategy Group and FM Technical Committee, as well as the ISO Technical Committee on facility management as head of the UK delegation. Adrian Brooks BSc (Hons), MBA, MRICS is a Principal in Avison Young’s Workplace and Facility Management business, focused on the delivery of a broad range of services for property owners and corporate occupiers. He is Chairman of the FM Strategy Group and Member of the Construction & Built Environment Sector Policy and Strategy Committee for the British Standards Institution.
