Total Facility Management

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 Standard 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 Standard Institution.

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