Facilities Manager's Desk Reference

ISBN-13: 9781119633594 / Angielski / Miękka / 2020 / 704 str.

Jane M. Wiggins

Spis treści

List of Abbreviations xxvIntroduction xxxiii1 History of Facilities Management 11.1 Origins of facilities management 11.2 A brief history of FM 11.3 Growth of the FM profession 31.4 Defining FM 51.5 Development of FM 81.6 Trends 102 Key Drivers of Facilities Management 112.1 The business organisation 112.2 Demand and supply 112.3 Roles of FM 122.4 Drivers of FM 132.5 Champion of end-users 132.6 Flexibility in office space 142.7 A recruitment differentiator 142.8 Scope of services 152.9 Impact of working environment on productivity 152.10 The virtual office 152.11 Technology-systems integration 162.12 Building designs 162.13 Financial performance 162.14 Ownership of the property 172.15 Value added 172.16 Service profit chain 172.17 FM's contribution 192.18 Performance measurement 192.19 Performance indicators 202.20 Benchmarking 202.21 Future trends 213 Activities in Facilities Management 233.1 Introduction 233.2 Facilitation of services and information 233.3 Management functions 233.4 Premises and building management 243.5 Business support services 263.6 Scope and extent of FM activities and services 273.7 FM and the property management function 284 Delivering Facilities Management - Strategy 294.1 Introduction 294.2 Business strategy 294.3 Identifying needs 294.4 Benefits of a strategic approach 334.5 Strategic analysis 334.6 Determining factors 334.7 Premises policy 344.8 Facilities audit 354.9 Audit process 354.10 Awareness 364.11 Space audit 364.12 Audit stage 1 - fact finding 364.13 Audit stage 2 - further investigation 364.14 Audit benefits 374.15 Developing solutions 374.16 Strategy implementation 384.17 FM strategy models 385 Outsourcing 435.1 Introduction 435.2 Multi-service contracts 435.3 Best Value 445.4 Longer contracts 445.5 Integrated FM solutions 445.6 Benefit analysis 445.7 Intelligent client 455.8 FM outsourcing models 455.9 Vested sourcing 465.10 Selection process 466 Financial Management 486.1 Introduction 486.2 Financial systems and process 486.3 The finance department 526.4 Financial controls 526.5 Financial statements 536.6 Finance and the FM 536.7 Sources of funding 546.8 Use of funding 546.9 Fixed assets 546.10 Working capital 556.11 Investments 556.12 The balance sheet 556.13 The profit and loss account 556.14 Cash flow statement 566.15 Performance measurement 566.16 Profitability 576.17 Liquidity 576.18 Other liquidity issues 586.19 Annual reports of accounts 596.20 Financial accounting standards 596.21 Budgets 606.22 Roles of budgets 616.23 Budget design 626.24 Capital or revenue 626.25 Property costs 626.26 Budget variances 636.27 Cost data 646.28 Cost accounting 656.29 Cost centres 666.30 Cash flow 676.31 Leases 696.32 Tax 696.33 Depreciation 766.34 Financial business cases 766.35 Investment appraisal methods 776.36 Preparing a financial proposal 806.37 Building life-cycle costs 806.38 Life-cycle costing methodology 816.39 Evaluating life-cycle costs 816.40 The impact of inflation 827 Property and Estates Management 847.1 Introduction 847.2 Property industry 847.3 Market influences 857.4 The cyclical nature of the market 857.5 Property portfolios 857.6 The investment market 857.7 Property investors 877.8 Property management 887.9 Property professionals and specialists 887.10 Developing a property strategy 917.11 Property and asset registers 927.12 Dilapidations 947.13 Vacant property 977.14 Property guardians 988 Property Legislation and Leases 998.1 Ownership and tenure 998.2 The Estate Agents Act 1979 1028.3 Consumer protection regulations 1038.4 Defective Premises Act 1972 1038.5 Occupiers' Liability Acts 1957 and 1984 1048.6 Energy Performance of Buildings (Certificates and Inspections) Regulations 1048.7 Health and Safety Legislation 1048.8 Boundaries and Party Walls 1058.9 The contents and terms of a commercial lease 1058.10 Tenant's covenants 1078.11 Landlord's covenants 1108.12 Schedules 1108.13 Trigger notices 1128.14 Time limits 1128.15 User 1138.16 Alienation or assignment 1138.17 Arbitration 1138.18 Additional covenants 1148.19 Lease renewals 1148.20 Security of tenure 1148.21 The machinery for termination - Sections 24-28 1158.22 Landlord's basis for opposing a new tenancy - Section 30 1158.23 The new tenancy 1168.24 Section 32 Rule 1168.25 Market forces and lease renewal 1178.26 Repairs 1178.27 Wayleaves 1188.28 Easement 1189 Developing New Buildings 1199.1 The development process 1199.2 Planning legislation 1229.3 The Town and Country Planning Act 1990 1239.4 Planning permission 1249.5 The Town and Country Planning (Use Classes) Order 2005 1269.6 Planning policy guidance notes 1279.7 Development plans 1279.8 Planning agreements 1279.9 Breach of planning control 1289.10 Uses pre-1964 1299.11 Listed buildings 1299.12 Conservation areas 1299.13 Building design 1309.14 Building types and uses 1309.15 Drivers of building design 1319.16 Sustainable construction 1319.17 Passivhaus 1339.18 Intelligent buildings 1339.19 Building information modelling (BIM) 1349.20 Structure and its effect on building use 1359.21 Planning grids and the use of space 1359.22 Developers' fit-out 1369.23 Measuring building efficiency 1379.24 Building efficiency 1389.25 Layout impact 1389.26 Building performance 1399.27 Design Quality Indicator 1439.28 Commercial building materials 1449.29 Building Regulations 1449.30 Approved Documents 14510 Project Management 14710.1 Introduction 14710.2 Project management process 14710.3 Fundamentals of project management 14710.4 Project manager role 14810.5 Responsibilities 14810.6 Project briefs 14910.7 Terms of reference (TOR) 15010.8 Project programmes 15010.9 Project timescales 15110.10 Quality plan 15110.11 FADE project methodology 15110.12 PRINCE 15210.13 Project planning 15310.14 Planning techniques 15410.15 Gantt charts 15410.16 Critical path analysis 15510.17 Project control 15510.18 Risk management 15610.19 Project budget 15610.20 Project teams 15710.21 Project support 15710.22 Project handover 15811 Space Management 16011.1 Introduction 16011.2 Data and information gathering 16011.3 Importance of space 16111.4 Space management policy 16111.5 Space guidelines 16211.6 Effective use of space 16311.7 The FM cost driver 16411.8 Business performance 16511.9 Space planning 16611.10 Impact of building structures on space use 17011.11 Impact of building services on space use 17011.12 Space allocation 17511.13 Space utilisation 17611.14 Space audits 17811.15 Building efficiency 17911.16 Building operating costs 18111.17 Measuring terminology 18311.18 New developments in space use 18511.19 Legislation and compliance 19012 Workplace and Accommodation Management 19212.1 Workplace and accommodation changes 19212.2 Move requests 19212.3 Churn 19312.4 Swing space 19412.5 Planning a move 19412.6 Implementation 19612.7 Post-move 19713 Procurement 19813.1 Introduction 19813.2 Purchase criteria 19813.3 Procurement policy 19813.4 Service contracts 19913.5 Procurement strategy 19913.6 Procurement stages 20113.7 Strategic sourcing 20113.8 Spend analysis 20113.9 Identifying the need 20213.10 Demand management 20213.11 Supplier selection 20313.12 Specifications 20313.13 Tendering process 20413.14 The tender document 20513.15 Invitation to tender process 20513.16 Cost models 20613.17 Whole-life costing 20613.18 Value engineering 20713.19 E-purchasing 20913.20 Legislation 20913.21 European procurement legislation 21113.22 Bribery Act 2010 21214 Contracts and Contract Management 21414.1 Introduction 21414.2 Consideration 21514.3 Communication of offer and acceptance 21514.4 Acceptance 21514.5 Withdrawal 21514.6 Contracts by deed 21514.7 Contracts which are not binding 21614.8 Contract types 21614.9 Contract methods 21714.10 Contents of a contract 21914.11 Lump-sum contract 21914.12 Measured-term contract 22014.13 Term contract 22014.14 Fixed-price contract 22014.15 Reimbursable contract 22014.16 Schedule of rates 22114.17 Reimbursable and fixed-fee contract 22114.18 Contract relationships 22114.19 Partnership 22114.20 Contract extensions 22214.21 Service level agreements (SLAs) 22214.22 Standard contract forms 22214.23 CIOB Facilities Management Contract 22314.24 JCT suite of contracts 22314.25 GC/Works/10 Facilities Management Contract (2000) 22414.26 NEC framework of contracts 22414.27 BSRIA Soft Landings 22414.28 Private finance initiatives (PFIs) 22514.29 Terms and conditions 22615 Legislation 22715.1 Introduction 22715.2 UK legal system 22715.3 Impact on FM 23015.4 Duties 23215.5 Negligence 23315.6 Vicarious liability 23315.7 Consultation 23315.8 Competence 23315.9 Operational compliance 23415.10 Records 23415.11 Strategic impact 23415.12 Corporate manslaughter 23515.13 Bribery Act 2010 23515.14 Modern Slavery Act 2015 23516 Legislation Affecting Facilities Management Activities 23716.1 Introduction 23716.2 Safety policy 23716.3 Enforcing authorities 23816.4 Management of health and safety regulations 23916.5 The HSE five-step approach 23916.6 Risk assessment standards 23916.7 Hazards 24016.8 Risk control 24016.9 Risk register 24116.10 Definitions of hazard and risk 24116.11 Hazard identification 24116.12 Work activities 24216.13 Risk assessment 24216.14 Risk assessment records 24316.15 The Workplace (Health, Safety and Welfare) Regulations 1992 (amended 2002) 24416.16 Control of Substances Hazardous to Health 2002 24516.17 Work at Height Regulations 2005 24616.18 Provision and Use of Workplace Equipment Regulations 1998 24616.19 Manual Handling Regulations 1992 24716.20 Personal Protective Equipment at Work Regulations 1992 24716.21 Lifting Operations and Lifting Equipment Regulations 1998 24816.22 Control of Noise at Work Regulations 2005 24816.23 Confined Spaces Regulations 1997 24916.24 Building Regulations 2010 - Part L 24916.25 Data Protection Act 2018 25016.26 Regulation of Investigatory Powers Act 2000 25116.27 Human Rights Act 1998 25116.28 Transfer of Undertakings (Protection of Employment) Regulations 2006 25116.29 Working Time Regulations 1998 25216.30 National Minimum Wage Act 1998 25216.31 Greenhouse Gas Emissions (Directors' Reports) Regulations 2013 25316.32 Companies (Directors' Report) and Limited Liability Partnerships (Energy and Carbon Report) Regulations 2018 25317 Fire Safety and Legislation 25417.1 Introduction 25417.2 Legislation and standards 25517.3 Building design 25517.4 Building Regulations 25817.5 Designing space 25817.6 Standards 25917.7 Balanced solution 25917.8 Fire separation 25917.9 Classification of materials, buildings and fixtures 26017.10 Building classifications 26117.11 Furnishings 26217.12 Means of escape 26217.13 Fire signage 26417.14 Fire detection and fire alarms 26417.15 Fire detection system categories 26517.16 Control panels 26517.17 Zoning 26617.18 Fire, smoke and heat detectors 26617.19 Sounders 26617.20 Call points 26717.21 Cabling 26717.22 Suppression systems 26817.23 Fire extinguishers 26817.24 Hose reels 26917.25 Fire blankets 26917.26 Sprinklers 26917.27 Fire hydrants 27017.28 Dry and wet risers 27017.29 Regulatory Reform (Fire Safety) Order 2005 27017.30 Risk assessment 27217.31 Assessment methods 27217.32 Training records 27317.33 Fire-trained staff 27417.34 The fire drill 27417.35 Refuges 27618 Electrical Supplies and Electrical Safety 27718.1 Introduction 27718.2 Single-phase supply 27818.3 Three-phase low-voltage supply 27818.4 High-voltage three-phase supply 27818.5 Wiring 27818.6 Inspection and testing 27918.7 Standards - 18th Edition 27918.8 Portable electrical equipment 28018.9 Safety 28118.10 Electric shock 28118.11 Earthing 28218.12 Bonding 28218.13 Circuit protection 28218.14 Cable management 28218.15 Power quality 28318.16 Voltage optimisers 28318.17 Power failures 28318.18 Assessing the need 28418.19 Uninterruptable power supplies 28418.20 Generators 28519 Accessibility and Inclusive Built Environments 28719.1 Introduction 28719.2 Inclusive FM 28719.3 Disability discrimination legislation 28819.4 Special Educational Needs and Disability Act 2001 29019.5 Disability Discrimination Act 2005 29019.6 Equality Act 2010 29119.7 Planning and Compulsory Purchase Act 2004 29219.8 Disability awareness 29219.9 Front-of-house services 29219.10 Personal emergency evacuation plans (PEEPs) 29319.11 Communication 29419.12 Physical adjustments 29419.13 Claims 29520 First Aid at Work 29620.1 Introduction 29620.2 Definition of first aid 29620.3 Health and Safety (First-Aid) Regulations 1981 29620.4 Assessment of first-aid needs 29720.5 Suitable person 29820.6 First-aid equipment 29920.7 Automated external defibrillators 30020.8 Travelling first-aid kits 30020.9 First-aid rooms 30020.10 Inspection and communication 30120.11 Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 30220.12 Fit note 30321 Asbestos 30421.1 Introduction 30421.2 Regulations 30521.3 Asbestos management plan 30621.4 Management options 30721.5 Asbestos survey types 30721.6 Asbestos material assessment algorithm 30921.7 Asbestos priority assessment 30921.8 Asbestos management strategies 31021.9 Managing an asbestos incident 31121.10 Summary checklist 31222 Water Supplies and Water Safety 31322.1 Introduction 31322.2 Water systems 31422.3 Water consumption 31422.4 Benefits of water conservation 31422.5 Water industry 31522.6 Compliance 31522.7 Water pollution 31622.8 Drinking water 31622.9 Washing and cleaning 31822.10 Food preparation 31822.11 Water pressure 31822.12 Drainage 31822.13 Sustainable Urban Drainage System (SuDS) 31922.14 Specialist maintenance 31922.15 Water design capacity 31922.16 Supply continuity 31922.17 Management review 32022.18 Water management policy 32022.19 Water-saving technology 32122.20 Water recycling systems 32122.21 Urinal controls 32322.22 Water-saving tips 32322.23 Leak detection 32422.24 Water safety 32522.25 Approved Code of Practice L8 32522.26 Legionella Control Association Code of Conduct 32722.27 Risk assessment 32722.28 Legionnaires' disease 32822.29 The maintenance implications of Legionnaires' disease 32922.30 Maintenance routines and operating procedures 33022.31 Coliform bacteria 33122.32 Pseudomonas aeruginosa 33122.33 Water quality legislation 33222.34 Water quality testing 33222.35 Swimming pool management 33323 Construction (Design and Management) Regulations 33423.1 Introduction 33423.2 Notifiable works 33523.3 Impact of the Regulations on FM 33623.4 Principal designer duties 33723.5 Designer duties 33723.6 Principal contractor duties 33723.7 Competence 33823.8 Assessing competence 33923.9 Demolition 34023.10 Documents 34024 Business Continuity 34424.1 Introduction 34424.2 Basic principles 34524.3 Legislation 34524.4 Standards 34524.5 Impact on business 34624.6 Policy 34624.7 Planning 34724.8 Business impact analysis 34724.9 Corporate strategy 34824.10 Critical assets 34824.11 Hazards, consequences and impacts 34924.12 Benefits of a business impact analysis 35024.13 Unavailability impact table 35024.14 Risk assessment 35024.15 Documents 35024.16 Standby site 35324.17 Implementation 35324.18 Two-team approach 35324.19 Crisis management team 35324.20 Logistics 35524.21 Telephony and data communications 35524.22 Testing the plan 35524.23 Upkeep of records 35624.24 Audit 35625 Maintenance - Definitions and Strategies 35725.1 Introduction 35725.2 Maintenance priorities 35825.3 Maintenance classifications 35825.4 Maintenance policy 36025.5 Computerised maintenance management systems 36125.6 Asset registers 36125.7 Maintenance programmes 36125.8 Maintenance activities 36325.9 Maintenance schedules 36325.10 Controlling maintenance work 36425.11 Building records 36525.12 Annual inspections 36625.13 Condition surveys 36725.14 Planning the survey 36725.15 Component life cycles 36825.16 Bathtub curve 36925.17 Element and component life expectancies 36926 Mechanical and Electrical Systems and Their Maintenance 37126.1 Introduction 37126.2 Heating, ventilation and air conditioning 37226.3 Heating systems 37226.4 Direct heating systems 37326.5 Indirect heating systems 37326.6 Ventilation 37426.7 Relative humidity 37526.8 Natural ventilation 37626.9 Mechanical ventilation 37726.10 Air conditioning 37726.11 Comfort control 37726.12 Selection of an appropriate system 37826.13 Air-conditioning systems 37926.14 Local exhaust ventilation systems 38026.15 Dampers 38126.16 Fans 38126.17 Filters 38126.18 Displacement ventilation systems 38126.19 Fan coil units 38226.20 Chilled beam 38226.21 Diffusers 38226.22 Heat pumps 38226.23 Packaged air-conditioning units 38226.24 Refrigeration 38326.25 Humidification 38326.26 Cooling systems 38326.27 Fire safety 38426.28 Standards 38426.29 Lifts 38526.30 Lighting 38626.31 Lighting requirements 38826.32 Light fittings 38926.33 Lighting efficiency 38926.34 Lighting controls 38926.35 Building management systems 39026.36 Intelligent buildings 39027 Information and Communications Technology 39227.1 Introduction 39227.2 Ownership options 39227.3 Telephone systems 39327.4 Telephony services 39427.5 Communication wiring 39527.6 Fibre optics 39627.7 Cable distribution 39727.8 Structured cabling systems 39827.9 Data rooms and centres 40027.10 Wireless networks 40227.11 Cellular networks 40427.12 Personal area networks 40527.13 Virtual private networks 40627.14 Firewalls 40627.15 Smartphones and tablets 40627.16 Cloud computing 40627.17 Tele-presence 40727.18 Video conferencing 40727.19 Voice over Internet Protocol 40727.20 Applications 40727.21 QR codes 40927.22 Drones 40927.23 The Internet of Things 41027.24 Artificial intelligence 41127.25 Voice-activated services 41128 Grounds and External Areas 41228.1 External areas 41228.2 In-house or contracted-out landscaping maintenance 41228.3 Landscaping standards 41328.4 Landscape architects 41328.5 Decay of trees 41528.6 Damage to trees 41528.7 Removal of trees and tree stumps 41528.8 Ownership of trees 41628.9 Spreading of roots and branches 41628.10 Dangerous trees 41728.11 Licence to plant 41828.12 Tree preservation orders 41828.13 Conservation areas 41828.14 Internal planting 41828.15 Artificial plants 41928.16 Maintenance of hardstandings and external areas 42028.17 Vegetation and planted areas 42128.18 Boundary fencing 42228.19 Brickwork walls 42228.20 Grounds maintenance contracts 42228.21 Site footpaths and roads 42328.22 Workplace parking 42428.23 Parking policy 42428.24 Car park categories 42528.25 Car park design 42628.26 Bicycle parking 43028.27 Motorcycle parking 43228.28 Car parking standards 43328.29 Travel planning 43428.30 Car sharing 43528.31 Bike share 43629 Fabric Maintenance 43729.1 Introduction 43729.2 Maintenance implications of building structures 43729.3 Fabric maintenance programmes 43729.4 Internal and external finishes 43829.5 External walls and building envelope 44129.6 Guttering and rain downpipes 44229.7 Lightning conductors 44330 Energy Management 44430.1 Introduction 44430.2 Energy consumption 44430.3 Energy-efficient building designs 44530.4 Energy management good practice 44630.5 Carbon footprint 44730.6 Choice of fuel 44830.7 Electricity 44930.8 Combined heat and power systems 45030.9 Renewable energy sources 45130.10 Gas 45330.11 Energy monitoring 45530.12 Metering 45530.13 Investment 45730.14 Energy policy 45730.15 CRC Energy Efficiency Scheme 45830.16 Companies (Directors' Report) and Limited LiabilityPartnerships (Energy and Carbon Report) Regulations 2018 45830.17 Greenhouse Gas Emissions (Directors' Reports) Regulations 2013 46030.18 Carbon Trust Standard 46030.19 ISO 50001 - Energy Management 46030.20 BS EN 16247 - Energy Audits 46130.21 PAS 2060 - Carbon Neutrality 46130.22 PAS 2080 - Carbon Management in Infrastructure 46130.23 Legislation 46230.24 Building Regulations 46330.25 Energy Performance of Buildings Directive 46330.26 Energy Performance Certificates 46430.27 Display Energy Certificates 46430.28 Feed-in Tariff 46530.29 Renewable Heat Incentive 46530.30 Energy Savings Opportunity Scheme 46630.31 Minimum Energy Efficiency Standard 46730.32 Smart Export Guarantee Scheme 46731 Front of House 46831.1 Reception services 46831.2 The first impression 46831.3 The welcome process 46931.4 Welcome formalities 46931.5 Managing visitor expectations 47031.6 Best practice 47031.7 Customer service 47131.8 Customer and visitor satisfaction 47131.9 Visiting groups 47231.10 Meet and greet service 47231.11 Styles of welcome and reception service 47331.12 Welcome boards 47331.13 Remote entry points 47331.14 The goodbye 47431.15 Reception service standards 47431.16 Corporate duty of care 47431.17 Recording visitor information 47631.18 Display of company signage 47731.19 Visitor risk assessments 47831.20 Fire precautions in the reception area 47931.21 CCTV surveillance 47931.22 Trespassing and theft 48031.23 Switchboard services 48031.24 Room booking services 48131.25 Virtual reception 48332 Housekeeping and Cleaning Services 48432.1 Cleaning services 48432.2 Cleaning methods 48632.3 Cleaning standards 48632.4 Cleaning specifications 48732.5 Cleaning costs 48932.6 Advantages and disadvantages of contract cleaning 48932.7 Staff 49132.8 Daytime cleaning 49232.9 Equipment 49232.10 Microfibre materials 49332.11 Ionators and active water 49432.12 Cleaning chemicals 49432.13 Detergents 49532.14 Sealants 49832.15 Solvents 50032.16 Example contract cleaning specification 50132.17 Checklist 50432.18 COVID-19 Cleaning guidance 50533 Security Management 50633.1 Introduction 50633.2 Security strategy 50633.3 Contract security services 50733.4 Licensed security roles 50833.5 Increased importance 50833.6 Contractor selection 50833.7 Service standards 50933.8 Site survey and analysis 51033.9 Assignment instructions 51133.10 Access control 51133.11 Door security 51533.12 Door furniture 51633.13 Windows 51833.14 Electronic access control systems 51933.15 Components in electronic systems 52033.16 Advantages and disadvantages of electronic systems 52233.17 Training 52333.18 Special considerations 52333.19 Disability discrimination 52334 Customer and Stakeholder Relations 52434.1 The importance of good service delivery 52434.2 Customer care 52434.3 Stakeholder analysis 52534.4 Customer service 52634.5 Communication 52734.6 Service delivery requirements 52734.7 Analysis tools 52834.8 Questionnaires 52834.9 User and focus groups 52834.10 Mystery shopping 52934.11 Critical service features 52934.12 Gap analysis 52934.13 Service quality (SERVQUAL) 53034.14 Internal customer service 53134.15 FM helpdesk 53234.16 Service level agreements 53434.17 Customer service standards 53534.18 Customer journey mapping 53634.19 Customer Effort Score (CES) 53634.20 Net Promoter Score (NPS) 53635 Waste Management 53835.1 Introduction 53835.2 Waste management policy 54035.3 Waste management structure 54035.4 Waste management procedures 54035.5 Duty of care 54035.6 Waste minimisation 54135.7 Building design 54235.8 Operational buildings 54235.9 Business activities and business processes 54335.10 Product labelling 54335.11 Recycling 54435.12 Plastic waste 54435.13 Anaerobic digestion 54635.14 Waste to energy 54635.15 Waste product database 54735.16 Waste classification 54735.17 Waste management audits 55135.18 Targets 55135.19 Landfill 55235.20 Legislation 55336 Catering and Hospitality Services 55636.1 Introduction 55636.2 Catering trends 55636.3 Catering strategy 55736.4 Catering objectives 55836.5 In-house catering operation 55836.6 Contracted-out catering services 55936.7 Contract types 56036.8 Catering specification 56336.9 Catering costs 56536.10 Catering services review 56736.11 Food hygiene and safety 57036.12 Hazard Analysis of Critical Control Points 57136.13 Allergens 57136.14 Legislation 57236.15 Well-being 57336.16 Standards and accreditations 57337 Quality Management 57537.1 Origins 57537.2 Quality 57537.3 Quality management 57537.4 Continuous improvement 57637.5 Lean 57737.6 Quality systems and procedures 57737.7 Total quality management 57737.8 Business Excellence Model - European Foundation of Quality Management 57937.9 Six Sigma 58037.10 Quality standards and accreditation schemes 58037.11 Standards 58137.12 ISO 9000 58137.13 ISO 41001 58437.14 ISO 14001 58537.15 Investors in People 58537.16 Benchmarking 58637.17 FM benchmarking 58837.18 Key performance indicators 59038 Document Management Services 59238.1 Corporate information 59238.2 Document management 59238.3 Mail 59338.4 Reprographics 59738.5 Photocopiers 59838.6 Printers 60138.7 Multi-function devices 60238.8 Facsimile (fax) machines 60338.9 Electronic document management system 60338.10 Audiovisual equipment 60438.11 Archives 60539 Sustainability and Environmental Issues 60639.1 Introduction 60639.2 Historical overview 60639.3 Definitions 60939.4 Earth's resources 60939.5 Ecological footprint 61139.6 The One Planet Living principles 61239.7 FM's role 61239.8 Environmental impacts 61339.9 History of CSR 62039.10 CSR responsibilities 62139.11 CSR standards 62639.12 Measuring CSR 62739.13 Benchmarking CSR 63039.14 Sustainability Index in FM 63039.15 CSR and Environmental Policy 63140 Management of the Facilities Management Function 63240.1 The facilities management team 63240.2 Setting up the department 63240.3 Workload planning and allocation 63340.4 Delegation 63540.5 Recruitment 63640.6 FM competencies 63740.7 Training and development 64040.8 Career planning 64140.9 Motivation 64240.10 Culture and values 64540.11 Team building 64540.12 Multi-team (cross-functional) working 64740.13 Discipline, grievances and staff exit 64840.14 Management 64940.15 Leadership 64940.16 Raising the profile of workplace and FM professionals 651Index 653

O autorze

JANE WIGGINS, MBA CFM FIWFM, has over thirty-five years of experience of facilities management, project delivery and provision of business support services in major blue chip organizations and the education sector. With expertise in operational and strategic aspects of facilities management, Jane established FM Tutor & Associates Ltd to bring her knowledge to many hundreds of Facilities Management students, helping them gain a professional qualification in FM. Formerly an Associate Tutor and dissertation supervisor for the MSc in Facilities Management at the University College of Estates Management and lead Tutor at the CTP Resettlement Centre for the FM programmes, Jane has worked with many other educational organisations. She was Chair of the British Institute of Facilities Management Education special interest group from 2003 - 2008. Jane has spoken and written extensively on the subject and is author of the BPP BIFM workbooks, several case studies and articles on FM across range of publications such as Croners, EFMR, Facilities Management Journal, and FM World.