Introduction to Facilities Management

Preface vii
Acknowledgements viii

Part I Understanding the Basics of Facilities Management 1

1 What Is Facilities Management? 3
Defining Facilities Management 3
How FM Supports an Organisation 6
Meeting End-user Requirements 6
Reducing Costs 8
Maintaining Business Continuity 8
Ensuring Legal and Regulatory Compliance 10
Supporting Corporate Social Responsibility (CSR) 13

2 Facilities Management Support Services 17
Premises Support 17
Business Support 18
Staff Support 18

3 Maintenance Strategies 21
Maintenance 21
Reactive or Unplanned Maintenance 22
Preventative Maintenance 22
The Cost-effectiveness of Different Maintenance Strategies 23

4 Service Delivery Models 27
In-house Service Delivery 27
Outsourced Service Delivery 27
The Pros and Cons of Different Service Delivery Models 29
Advantages and Disadvantages of an In-House Delivery Method 29
Outsourcing 29
Advantages of Outsourcing 30
Disadvantages of Outsourcing 31
Pros and Cons of Specific Outsourcing Options 33

5 Management Functions Within Facilities Management 35
People Management 35
Health and Safety Management 36
Budget Management 37
Project Management 37
Contract Management 37
Customer Relationship Management 38
The Different Roles Within Facilities Management 38

Part II Developing Relationships with Clients, Customers and Other Stakeholders 41

6 Clients, Customers, Users and Other Stakeholders 43
Clients, Customers and Users 43
Other Stakeholders 44

7 The Interests of the Various Stakeholder Groups 47
Cost and Financial Performance 48
Legal and Statutory Compliance 49
Performance Against the Contract and Service Specification 50
Risk Management and Business Continuity 51
Determining Stakeholder Interests and Requirements 52
Linking Interests to Stakeholders 52
The Information Required by Different Groups 53

8 Assessing Customer Needs and Customer Satisfaction 57

9 Management Data for Monitoring Customer Satisfaction 67
Analysis of Data 68
Drawing Conclusions from the Data 71
Other Data We Can Use 74

10 The Causes of Customer Dissatisfaction 77
Resource Issues 79
Process Issues 80
Equipment Issues 80
Cost Effectiveness Issues 81

11 Resolving Customer Satisfaction Issues 83
Resource Issues 83
Process Issues 83
Equipment Issues 84
Cost Effectiveness Issues 84

12 Customer Perceptions and Communication 85
Customer Perceptions 86

Part III An Introduction to Specifications, Procurement and Contracts 89

13 What Are Specifications of Service? 91
Types of Specifications 91

14 Identifying Requirements and Drafting Specifications 95
Identifying Requirements 95
Drafting Specifications 97
The Content of a Specification 97
Standard Specifications 98
Contract Specifications 100
A Step-by-step Guide to Writing a Specification 100
The Structure of the Specification 101

15 Quotations, Tendering and Framework Agreements 105
Quotations 105
Tendering 108
Tendering Within the Public Sector â" Find a Tender Service 113
e-Procurement 114
Framework Agreements 116

16 Ensuring the Integrity of Procurement Processes 117
Quotations 117
Tenders and Framework Agreements 117

17 Contracts and Contractual Arrangements 121
The Elements of a Contract 121
What Is a Contract? 121
The Contract Essentials 122
Basics of a Contract 127
Failings That Could Invalidate a Contract 128

18 Different Types of Contract 131
NEC4 FM Suite of Contracts 133

19 Managing Contracts 137
Service Level Agreements, Information Flows and Reporting Processes 137
Service Level Agreements 137
Monitoring SLAs 138
Performance Monitoring 139

20 Managing Poor Goods and Service Delivery 143
Failure in Service Delivery 143
Implementing Sanctions 146
The Use of Penalties (and Rewards) 146
Not Placing Additional Work 147
Withdrawal of Permits to Work (PTW) 147

Conclusion 148
Index 149