Preface ix
Acknowledgements xiii
I Dynamic, Strategic Facilities Management 1
1 Diversity and Balance in Facilities Management 3
1.1 Introduction 3
1.2 Generic FM model 4
1.3 Illustrations of facilities management systems 7
1.4 Facilities management models 14
1.5 Case studies 18
1.6 Conclusions 52
References 52
2 Excellence Through a Client/User Orientation 53
2.1 Introduction 53
2.2 Societal context 54
2.3 Built environment impacts on users 55
2.4 The complex sensory impacts of spaces 56
2.5 Focusing through user-orientated design principles 60
2.6 Conclusions 74
Endnote 76
References 76
3 Engaging with Stakeholder Needs 81
3.1 Introduction 81
3.2 The relationship between the facilities management function and user needs evaluation 83
3.3 Post-occupancy evaluation (POE) 88
3.4 Data collection: Methods, analysis and presentation 98
3.5 Conclusions 105
References 105
Appendix: Post-occupancy evaluation data sheets 106
II Organising for Facilities Management 109
4 Organising for Facilities Management 111
4.1 Introduction 111
4.2 Performance measurement 112
4.3 Organising the FM team 113
4.4 Facilities management and measurement 114
4.5 Relationship approaches to FM 120
4.6 Flexibility and the FM organisation 127
4.7 Tangible and intangible FM 128
4.8 FM in the experience economy 134
4.9 Conclusions 136
References 137
5 Managing People Through Change 139
5.1 Introduction 139
5.2 Change as a threat or opportunity? 140
5.3 New service implementation cycle 140
5.4 Multi-faceted 'space' 145
5.5 Relinquishing the 'old' 156
5.6 Embracing the 'new' 157
5.7 Conclusions 161
References 161
6 Managing Briefing in Major Projects 165
6.1 Introduction 165
6.2 The importance of briefing 166
6.3 Five keys to successful briefing 167
6.4 Management of the briefing process 189
6.5 Information required during the briefing process 193
6.6 Conclusions 198
References 200
III Facilities Management Tools 201
7 Information Technology Tools for Facilities Management 203
7.1 Introduction 203
7.2 Information philosophy 204
7.3 Modern applications of IT in facilities management 204
7.4 Interoperability and collaboration 206
7.5 Knowledge management 211
7.6 IT governance models 214
7.7 Viable system model (VSM) 216
7.8 Conclusions 222
References 223
8 Decision Making 225
8.1 Introduction 225
8.2 Stage 1: Exploration of the nature of the problem 229
8.3 Stage 2: Generation of possible solutions 242
8.4 Stage 3: Choosing among possible solutions 249
8.5 Conclusions 270
References 275
IV Conclusions 277
9 Sustaining the Pursuit of Facilities Management Excellence 279
9.1 Introduction 279
9.2 Client perception of facilities management services 280
9.3 Stimulating and sustaining improvements 283
9.4 Strategic facilities management 290
9.5 Learning organisations 299
9.6 Conclusions and interactions 305
References 309
Appendix: Models of learning organisations 310
Index 313
