Facilities Manager's Desk Reference

by Wiggins, Jane M.

• ISBN13: 9781118462942
• ISBN10: 1118462947
• Edition: 2nd
• Format: Paperback
• Copyright: 2014-04-07
• Publisher: Wiley-Blackwell

Summary

An invaluable source of highly relevant, practical information on the all the principal FM services, written for the practicing facilities manager in an easily readable, concise format.

To help the facilities manager meet the needs of their organisation, the Facilities Manager’s Desk Reference provides the facilities manager with an invaluable source of highly relevant, practical information on the all the principal FM services, as well as information on legal compliance issues, the development of strategic policies and tactical best practice information.  

Fully updated over the first edition, and presented in an easily readable, concise format with a clear practitioner perspective, the book covers both hard and soft facilities management issues. It will be a first point of reference for all busy facilities managers, saving them time by providing access to the information needed to ensure the safe, effective and efficient running of any facilities function. 

• Fully updated over the 1^st edition, it contains all the essential data covering the principal FM services
• Highly practical, aimed at the busy FM practitioner
• Saves time by bringing together essential, useful and practical information
• Benefits students whose courses do not prepare them for the practicalities of professional practice

Author Biography

Jane Wiggins MBA, CFM, DMS, MInstAM, BSc (Hons), FBIFM has over twenty-five years’ experience of facilities management, project delivery and provision of business support services in major blue chip organisations and the education sector. With expertise in operational and strategic aspects of facilities management, Jane speaks and writes extensively on the subject and has taught many hundreds of Facilities Management students in past 10 years, including the winners of the coveted BIFM Student of the Year annual award from 2004 to 2010.  Nominated as one of the Top 20 Most Influential Women in FM in the UK, Jane is Director of FM Tutor & Associates Ltd, a recognised BIFM tuition centre. She is also an Associate Tutor and dissertation supervisor for the MSc in Facilities Management at the College of Estates Management. She was Chair of the British Institute of Facilities Management Education special interest group from 2003 – 2008.  Formerly Programme Manager at BPP Professional Education, Jane 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.

Table of Contents

Contents

List of Abbreviations                                                                                   

Introduction                                                                                                

 1 History of Facilities Management                                                        

       1.1    Origins of facilities management                                                  

       1.2    A Brief history of FM                                                                   

       1.3    Growth of the FM profession                                                       

       1.4    Defining FM                                                                                

       1.5    Development of FM                                                                    

       1.6    Trends

       1.7    FM standard                                                                               

 2 Key Drivers of FM                                                                               

       2.1    The business organisation                                                            

       2.2    Demand and supply                                                                    

       2.3    Roles of FM                                                                               

       2.4    Drivers of FM                                                                             

       2.5    Champion of end-user                                                                 

       2.6    Flexibility in office space                                                             

       2.7    A recruitment differentiator                                                          

       2.8    Scope of services                                                                       

       2.9    Impact of work space on productivity                                          

       2.10  The virtual office                                                                         

       2.11  Technology systems integration                                                   

       2.12  Building designs                                                                         

       2.13  Financial performance                                                                 

       2.14  Ownership of the property                                                           

       2.15  Value added                                                                               

       2.16  Service Profit Chain

       2.17  FM’s contribution                                                                        

       2.18  Performance measurement                                                          

       2.19  Performance Indicators

       2.20  Benchmarking                                                                             

       2.21  Future trends                                                                              

 3  Activities in FM                                                                                 

       3.1    Introduction                                                                                

       3.2    Facilitation of services and information                                        

       3.3    Management functions                                                                

       3.4    Premises and building management                                             

       3.5    Business support services                                                           

       3.6    Range of FM activities and services                                             

 4 Delivering FM – FM Strategy                                                               

       4.1    Introduction                                                                                

       4.2    Business strategy                                                                       

       4.3    Identifying the needs                                                                   

       4.4    Benefits of a strategic approach                                                  

       4.5    Strategic analysis                                                                        

       4.6    Determining factors                                                                     

       4.7    Premises policy                                                                          

       4.8    Facilities audit                                                                             

       4.9    Audit process                                                                             

       4.10  Awareness                                                                                  

       4.11  Space audit                                                                                

       4.12  Audit stage 1 – fact finding                                                         

       4.13  Audit stage 2 – further investigation                                             

       4.14  Audit benefits                                                                             

       4.15  Developing solutions

       4.16  Strategy implementation

       4.17  FM strategy models                                                                    

       4.18  In-house or self-perform                                                              

       4.19  Single or packaged services                                                        

       4.20  ‘Bundled’ services                                                                       

       4.21  Total or integrated facilities management                                      

       4.22  Managing agent                                                                          

       4.23  Private Finance Initiative (PFI)                                                      

       4.24  Corporate PFI                                                                             

       4.25  Special purpose vehicles (SPVs)                                                 

 5 Outsourcing                                                                                       

       5.1    Introduction                                                                                

       5.2    Multi-service contracts                                                                 

       5.3    Best value                                                                                  

       5.4    Longer contracts                                                                         

       5.5    Integrated FM solutions                                                               

       5.6    Benefit analysis                                                                          

       5.7    Intelligent client

       5.8    FM outsourcing models                                                               

       5.9    Selection process                                                                       

 6 Financial Management                                                                       

       6.1    Introduction                                                                                

       6.2    Financial systems and process                                                    

       6.3    The finance department                                                               

       6.4    Financial controls                                                                        

       6.5    Financial statements                                                                    

       6.6    Finance and the FM                                                                     

       6.7    Sources of funding                                                                     

       6.8    Use of funding                                                                            

       6.9    Fixed assets                                                                               

       6.10  Working capital                                                                           

       6.11  Investments                                                                                

       6.12  The balance sheet                                                                       

       6.13  The profit and loss account                                                         

       6.14  Cash flow statement                                                                    

       6.15  Performance measurement                                                          

       6.16  Profitability                                                                                 

       6.17  Liquidity                                                                                     

       6.18  Liquidity issues                                                                           

       6.19  Annual reports of accounts                                                          

       6.20  Recent developments in financial accounting                             50

       6.21  Budgets                                                                                   51

       6.22  Roles of budgets                                                                     51

       6.23  Budget design                                                                          52

       6.24  Capital or revenue                                                                     53

       6.25  Property costs                                                                         53

       6.26  Budget variances                                                                      53

       6.27  Cost data                                                                                 54

       6.28  Cost accounting                                                                       55

       6.29  Cost centres                                                                             56

       6.30  Cash flow                                                                                 57

       6.31  Tax                                                                                          59

       6.32  Value Added Tax (VAT)                                                             59

       6.33  Landfill Tax                                                                              61

       6.34  Climate Change Levy                                                                62

       6.35  Business rates                                                                          62

       6.36  Stamp duty                                                                              63

       6.37  Income Taxes                                                                           63

       6.38  Corporation Tax                                                                        64

       6.39  Tax status of construction workers                                            65

       6.40  Depreciation                                                                             66

       6.41  Financial business cases                                                          66

       6.42  Investment appraisal methods                                                   67

       6.43  Cost benefit analysis                                                                68

       6.44  Payback period                                                                        68

       6.45  Discounted cash flow                                                               69

       6.46  Net present value                                                                      69

       6.47  Internal rate of return                                                                 69

       6.48  Preparing a financial proposal                                                   69

       6.49  Submission                                                                              70

       6.50  Building life cycle costs                                                            70

       6.51  Life cycle costing methodology                                                71

       6.52  Evaluating life cycle costs                                                        71

       6.53  Sinking funds                                                                           72

       6.54  The impact of inflation                                                              72

 7 Property and Estates Management                                                   76

       7.1    Introduction                                                                              76

       7.2    Property industry                                                                      76

       7.3    Market influences                                                                     77

       7.4    The cyclical nature of the market                                               77

       7.5    A property portfolio                                                                  77

       7.6    The investment market                                                              77

       7.7    Property investors                                                                    78

       7.8    Property management                                                               79

       7.9    Property professionals and specialists                                      80

       7.10  Developing a property strategy                                                 83

       7.11  Property and asset register                                                       84

       7.12  Dilapidations

       7.13  Vacant property

 8 Property Legislation and Leases                                                      89

       8.1    Ownership and tenure                                                               89

       8.2    The Estate Agents Act 1979                                                      91

       8.3    The Property Misdescriptions Act 1991                                      92

       8.4    Defective Premises Act                                                            92

       8.5    Occupiers Liability Act

       8.6    Energy Performance of Buildings (Certificates and Inspections) (EPC)

       8.7    Health and Safety Legislation

       8.8    Boundaries and Party Walls

      

       8.9    Landlord and tenant legislation                                                    

       8.10  The contents and terms of a commercial lease                             

       8.11  Tenant’s covenants                                                                     

       8.12  Landlord’s covenants                                                                  

       8.13  Schedules                                                                                  

       8.14  Trigger notices                                                                            

       8.15  Time limits                                                                                  

       8.16  User                                                                                           

       8.17  Alienation or assignment                                                             

       8.18  Arbitration                                                                                   

       8.19  Additional covenants                                                                   

       8.20  Lease renewals                                                                           

       8.21  Security of tenure                                                                        

       8.22  The machinery for termination – Sections 24–28                            

       8.23  Landlord’s grounds for opposing a new tenancy – Section 30       

       8.24  The new tenancy                                                                         

       8.25  Section 32 Rule                                                                           

       8.26  Market forces and lease renewal                                                  

       8.27  Repairs                                                                                       

 9 Developing New Buildings                                                             106

       9.1    The development process                                                       106

       9.2    Planning legislation                                                                 109

       9.3    The Town and Country Planning Act                                         110

       9.4       Planning permission                                                             111

       9.5       The Town and Country Planning Use Classes Order 2005        112

       9.6       Planning policy guidance notes                                             113

       9.7       Development plans                                                              114

       9.8       Planning agreements                                                            114

       9.9       Breach of planning control                                                    114

       9.10     Users pre-1964                                                                     115

       9.11     Listed buildings                                                                    115

       9.12     Conservation areas                                                               116

       9.13     Building design                                                                    116

       9.14     Types and uses                                                                    117

       9.15     Drivers of building design                                                     117

       9.16     Sustainable construction                                                       118

       9.17     Passivehaus

       9.18     Intelligent buildings                                                               119

       9.19     Building Information Modelling (BIM)

       9.20     Structure and its effect on building use                                 119

       9.21     Planning grids and the use of space                                     119

       9.22     Developers’ fit-out                                                                120

       9.23     Measuring building efficiency                                                121

       9.24     Building efficiency                                                                122

       9.25     Layout impact                                                                      123

       9.26     Building performance                                                           123

       9.27     Design Quality Indicator (DQI)

       9.28     Commercial building materials                                               127

       9.29     Building Regulations                                                             128

       9.30     Approved Documents                                                          129

10 Project Management                                                                      130

       10.1     Introduction                                                                          130

       10.2     Project management process                                                130

       10.3     Fundamentals of project management                                   130

       10.4     Project manager (PM) role                                                    131

       10.5     Responsibilities                                                                    131

       10.6     Project briefs                                                                       132

       10.7     TOR                                                                                     133

       10.8     Project programmes                                                             133

       10.9     Project timescales                                                                134

       10.10   Quality plan                                                                          134

       10.11   FADE project methodology                                                  134

       10.12   PRINCE                                                                               135

       10.13   Project planning                                                                   136

       10.14   Planning techniques                                                             137

       10.15   Gantt charts                                                                         137

       10.16   CPA                                                                                    138

       10.17   Project control                                                                     138

       10.18   Risk management                                                                 138

       10.19   Project budget                                                                     139

       10.20   Project teams                                                                       140

       10.21   Project support                                                                    140

       10.22   Project handover                                                                  141

11 Space Management                                                                        142

       11.1     Introduction                                                                          142

       11.2     Data and information gathering                                             142

       11.3     Importance of space                                                            143

       11.4     Space management policy                                                    143

       11.5     Space guidelines                                                                  144

       11.6     Effective use of space                                                         144

       11.7     The FM cost driver                                                               146

       11.8     Business performance                                                          146

       11.9     Space planning                                                                    147

       11.10   Impact of building structures on space use                            149

       11.11   Impact of building services on space use                              150

       11.12   Space allocation                                                                  155

       11.13   Space utilisation                                                                   156

       11.14   Space audits                                                                        157

       11.15   Building efficiency                                                                158

       11.16   Building operating costs                                                       161

       11.17   Measuring terminology                                                         162

       11.18   New developments in space use                                           163

       11.19   Legislation and compliance                                                   167

12 Accommodation Management                                                        168

       12.1     Accommodation changes                                                     168

       12.2     Move Requests

       12.3     Churn                                                                                   169

       12.4     Swing space                                                                            

       12.5     Planning a move

       12.6     Implementation

       12.7     Post move

13 Procurement                                                                                  170

       13.1     Introduction                                                                          170

       13.2     Purchase criteria                                                                   170

       13.3     Procurement policy                                                              170

       13.4     Service contracts                                                                 171

       13.5     Procurement strategy                                                           171

       13.6     Procurement stages                                                             172

       13.7     Strategic sourcing                                                                172

       13.8     Spend analysis                                                                    174

       13.9     Identifying the need                                                              174

       13.10   Demand management                                                           174

       13.11   Supplier selection                                                                 175

       13.12   Specifications                                                                      175

       13.13   Tendering process                                                                176

       13.14   The tender document                                                            177

       13.15   Invitation to tender process                                                   177

       13.16   Cost models                                                                        179

       13.17   Whole life costing                                                                179

       13.18   Value Engineering (VE)                                                         179

       13.19   E-purchasing                                                                        181

       13.20   Legislation                                                                           182

       13.21   European procurement legislation                                              

       13.22   Bribery Act

14 Contracts and Contract Management                                              184

       14.1     Introduction                                                                          184

       14.2     Consideration                                                                       184

       14.3     Communication of offer and acceptance                               185

       14.4     Acceptance to be identical with offer                                     185

       14.5     Withdrawal and revocation of offer                                        185

       14.6     Contracts by deed                                                                185

       14.7     Contracts which are not binding                                            185

       14.8     Contract types                                                                     186

       14.9     Contract methods                                                                 187

       14.10   Contents of a contract                                                          188

       14.11   Lump sum contract                                                               189

       14.12   Measured term contract                                                        189

       14.13   Term contract                                                                       189

       14.14   Fixed price contract                                                              190

       14.15   Reimbursable contract                                                          190

       14.16   Schedule of rates                                                                 190

       14.17   Reimbursable and fixed fee contract                                     190

       14.18   Contract relationships                                                           190

       14.19   Partnership                                                                          191

       14.20   Contract extensions                                                              191

       14.21   Service level agreement (SLA)                                               191

       14.22   Standard contract forms                                                       191

       14.23   Chartered Institute of Building Facilities Management Contract 192

       14.24   Joint Contracts Tribunal (JCT) Forms of Contract                   192

       14.25   General Contract Works (GCW) 10 Facilities Management (2000) 193

       14.26   NEC Contract                                                                       193

       14.27   BSRIA Soft Landings                                                           193

       14.28   BE Collaborative Contract                                                     194

       14.29   Private Finance Initiatives (PFI)                                              194

       14.30   Terms and conditions                                                           195

15 Legislation                                                                                                  197

       15.1     Introduction

       15.2     UK legal system

       15.3     Impact on facilities management

       15.4     Duties

       15.5     Negligence

       15.6     Vicarious liability

       15.7     Consultation

       15.8     Competence

       15.9     Operational compliance                                                            

       15.10   Records

       15.11   Strategic impact                                                                       

       15.12   Corporate Manslaughter

       15.13   Bribery Act

16 Legislation Affecting FM Activities                                                 203

       16.1     Introduction                                                                          203

       16.2     Safety policy                                                                       203

       16.3     Enforcing authorities                                                            204

       16.4     Management of Health and Safety Regulations                      204

       16.5     The HSE five-step approach                                                 205

       16.6     Risk assessment standards                                                  205

       16.7     Hazards                                                                               205

       16.8     Risk control                                                                         206

       16.9     Risk register                                                                         206

       16.10   Definitions of hazard and risk                                               206

       16.11   Hazard identification                                                             207

       16.12   Work activities                                                                     207

       16.13   Risk assessment                                                                  208

       16.14   Risk assessment records                                                      209

       16.15   The Workplace (Health, Safety and Welfare) Regulations 1992 amended 2002            209

       16.16   Control of Substances Hazardous to Health                           211

       16.17   Working at Height Regulations 2005                                      212

       16.18   Provision and Use of Workplace Equipment Regulations 1998
                  (PUWER)                                                                             212

       16.19   Manual Handling Regulations 1992                                        213

       16.20   Personal Protective Equipment at Work Regulations 1992 (PPE) 213

       16.21   Lifting Operations and Lifting Equipment Regulations 1998

                  (LOLER)                                                                               213

       16.22   Control of Noise at Work Regulations 2005                            214

       16.23   Confined Spaces Regulations 1997                                       214

       16.24   Part L Building Regulations 2006                                           215

       16.25   Data Protection Act 1998                                                      215

       16.26   Regulation of Investigatory Powers Act 2000 (RIPA)               216

       16.27   Human Rights Act 1998                                                        216

       16.28   Transfer of Undertakings (Protection of Employment) Regulations     216

       16.29   Working Time Regulations 1998                                            216

17 Fire Safety and Legislation                                                                          218

       17.1     Introduction                                                                          218

       17.2     Legislation and standards                                                     219

       17.3     Building design                                                                    219

       17.4     Building Regulations                                                             219

       17.5     Designing space                                                                  220

       17.6     Standards                                                                            221

       17.7     Balanced solution                                                                 221

       17.8     Fire separation                                                                     221

       17.9     Classification of materials, buildings and fixtures                   222

       17.10   Building classifications                                                         223

       17.11   Furnishings                                                                          224

       17.12   Means of escape                                                                 224

       17.13   Fire signage                                                                         227

       17.14   Fire detection and fire alarms                                                227

       17.15   Fire detection system categories                                           227

       17.16   Control panels                                                                      227

       17.17   Zoning                                                                                 228

       17.18   Fire, smoke and heat detectors                                             229

       17.19   Sounders                                                                             229

       17.20   Call points                                                                           230

       17.21   Cabling                                                                                230

       17.22   Suppression systems                                                           230

       17.23   Fire extinguishers                                                                 230

       17.24   Hose reels                                                                           231

       17.25   Fire blankets                                                                        232

       17.26   Sprinklers                                                                            232

       17.27   Fire hydrants                                                                        232

       17.28   Dry and wet risers                                                                232

       17.29   Regulatory Reform (Fire Safety) Order 2005                           233

       17.30   Risk assessment                                                                  234

       17.31   Assessment methods                                                           235

       17.32   Training records                                                                   236

       17.33   Fire-trained staff                                                                   237

       17.34   The fire drill                                                                          237

       17.35   Refuges                                                                               239

18 Electrical Supplies and Electrical Safety                                        240

       18.1     Introduction                                                                          240

       18.2     Single-phase supply                                                             240

       18.3     Three-phase low voltage supply                                            241

       18.4     High voltage three-phase supply                                           241

       18.5     Wiring                                                                                  241

       18.6     Inspection and testing                                                          242

       18.7     Standards – 17th Edition                                                      242

       18.8     Portable electrical equipment                                                242

       18.9     Safety                                                                                 243

       18.10   Electric shock                                                                      243

       18.11   Earthing                                                                               243

       18.12   Bonding                                                                               244

       18.13   Circuit protection                                                                  244

       18.14   Cable management                                                               245

       18.15   Power quality                                                                       245

       18.16   Power failures                                                                      245

       18.17   Assessing the need                                                              246

       18.18   Uninterruptible power supplies (UPS)                                     246

       18.19   Generators                                                                           246

19 Accessibility                                                                                  249

       19.1     Introduction                                                                          249

       19.2     Inclusive FM                                                                         249

       19.3     The Disability Discrimination Act (DDA) (1995)                       249

       19.4     Special Educational Needs and Disabilities Act 2001             252

       19.5     Planning and Compulsory Purchase Act 2004                        252

       19.6     Disability Discrimination Act 2005                                         252

       19.7     Equality Act 2010

       19.8     Disability awareness                                                             253

       19.9     Front of house services                                                        253

       19.10   Personal Emergency Evacuation Plans (PEEP)                      253

       19.11   Communication                                                                    254

       19.12   Physical adjustments                                                            255

       19.13   Claims                                                                                 255

20 First Aid at Work                                                                            257

       20.1     Definition of first aid                                                            257

       20.2     Health and Safety (First-Aid) Regulations 1981                       257

       20.3     Reporting of Injuries, Diseases and Dangerous Occurrences
                  Regulations 1995

       20.4     Fit Note

21 Asbestos                                                                                        264

       21.1     Regulations                                                                          265

       21.2     Asbestos management plan                                                  266

       21.3     Management options                                                            266

       21.4     Asbestos survey types                                                         267

       21.5     Asbestos material assessment algorithm                               269

       21.6     Asbestos priority assessment                                               269

       21.7     Asbestos management strategies                                         270

       21.8     Managing an asbestos incident                                             271

       21.9     Summary checklist                                                               272

22 Water Supplies and Water Safety                                                    273

       22.1     Introduction                                                                          273

       22.2     Water systems                                                                     273

       22.3     Water consumption                                                              274

       22.4     Benefits of water conservation                                              274

       22.5     Water industry                                                                      274

       22.6     Compliance                                                                          275

       22.7     Water pollution                                                                     275

       22.8     Drinking water                                                                      276

       22.9     Washing and cleaning                                                           277

       22.10   Food preparation                                                                 278

       22.11   Water pressure                                                                     278

       22.12   Drainage                                                                              278

       22.13   Sustainable Urban Drainage Scheme (SUDS)

       22.14   Specialist maintenance                                                         278

       22.15   Water design capacity                                                          278

       22.16   Supply continuity                                                                 278

       22.17   Management review                                                              279

       22.18   Water management policy                                                     280

       22.19   Water-saving technology                                                      280

       22.20   Water recycling systems                                                       280

       22.21   Urinal controls                                                                      282

       22.22   Water-saving tips                                                                 282

       22.23   Leak detection                                                                     283

       22.24   Water safety                                                                        283

       22.25   L8 ACoP                                                                              284

       22.26   Code of Conduct                                                                 285

       22.27   Risk assessment                                                                  286

       22.28   Legionnaires’ disease                                                           287

       22.29   The maintenance implications of Legionnaires’ disease          288

       22.30   Maintenance routines and operating procedures                     288

       22.31   Coliform bacteria                                                                  289

       22.32   Pseudomonas aeruginosa                                                      290

       22.33   Water quality legislation                                                        290

       22.34   Water quality testing                                                             290

23 Construction Design and Management Regulations                       292

       23.1     Introduction                                                                          292

       23.2     Notifiable works                                                                   293

       23.3     Impact of Regulations on FM                                                294

       23.4     CDM co-ordinator duties                                                       294

       23.5     Designer duties                                                                    295

       23.6     Principal Contractor (PC) duties                                            295

       23.7     Competence                                                                        296

       23.8     Corporate competency                                                         296

       23.9     Individual competency                                                          297

       23.10   Designers’ competency                                                        297

       23.11   CDM co-ordinator                                                                 297

       23.12   Demolition                                                                           298

       23.13   Documents                                                                          298

24 Business Continuity                                                                       302

       24.1     Introduction                                                                          302

       24.2     Basic principles                                                                    303

       24.3     Legislation                                                                           303

       24.4     Standards                                                                            303

       24.5     Impact on business                                                              304

       24.6     Policy                                                                                  304

       24.7     Planning                                                                              305

       24.8     Business impact analysis                                                      305

       24.9     Corporate strategy                                                               305

       24.10   Critical assets                                                                      306

       24.11   Hazards, consequences and impacts                                    306

       24.12   Benefits                                                                               308

       24.13   Unavailability impact table                                                    308

       24.14   Risk assessment                                                                  308

       24.15   Documents                                                                          309

       24.16   Implementation                                                                     310

       24.17   Two-team approach                                                              310

       24.18   Crisis management team                                                       312

       24.19   Logistics                                                                              312

       24.20   Telephony and data communications                                     312

       24.21   Testing the plan                                                                    313

       24.22   Upkeep of records                                                               313

       24.23   Audit                                                                                   313

25 Maintenance – Definitions and Strategies                                       314

       25.1     Introduction                                                                          314

       25.2     Maintenance priorities                                                           315

       25.3     Maintenance classifications

       25.4     Maintenance policy                                                               315

       25.5     Computerised maintenance management
                  systems (CMMS)                                                                  317

       25.6     Asset registers

       25.7     Maintenance programmes                                                     317

       25.8     Maintenance activities                                                           317

       25.9     Maintenance schedules                                                         318

       25.10   Controlling maintenance work                                                319

       25.11   Building records                                                                   320

       25.12   Annual inspections                                                               321

       25.13   Condition surveys                                                                322

       25.14   Planning the survey                                                              322

       25.15   Component life cycles                                                          323

       25.16   Bathtub curve                                                                       324

       25.17   Element and component life expectancies                             324

26 Mechanical and Electrical Systems and their Maintenance             326

       26.1     Introduction                                                                          326

       26.2     HVAC                                                                                  327

       26.3     Heating systems                                                                  327

       26.4     Direct heating systems                                                         327

       26.5     Indirect heating systems                                                       328

       26.6     Ventilation                                                                            329

       26.7     Relative humidity (RH)                                                          330

       26.8     Natural ventilation                                                                 330

       26.9     Mechanical ventilation                                                           331

       26.10   Air conditioning                                                                    331

       26.11   Comfort control                                                                    331

       26.12   Selection of an appropriate system                                       331

       26.13   Air conditioning systems                                                      332

       26.14   Dampers                                                                              334

       26.15   Fans                                                                                    334

       26.16   Filters                                                                                  334

       26.17   Displacement ventilation systems                                         334

       26.18   Fan coil units                                                                       335

       26.19   Chilled beam                                                                        335

       26.20   Diffusers                                                                             335

       26.21   Heat pumps                                                                         335

       26.22   Packaged air conditioning units                                            335

       26.23   Refrigeration                                                                        336

       26.24   Humidification                                                                      336

       26.25   Cooling systems                                                                  336

       26.26   Fire safety                                                                           336

       26.27   British Standard Code of Practice                                         337

       26.28   Lifts                                                                                     337

       26.29   Lighting                                                                               339

       26.30   Lighting requirements                                                           340

       26.31   Light fittings                                                                         340

       26.32   Lighting efficiency                                                                341

       26.33   Lighting controls                                                                  341

       26.34   BMS                                                                                    341

       26.35   Intelligent buildings                                                               342

27 Telecommunications and Networks                                                344

       27.1     Introduction                                                                          344

       27.2     Legacy technologies

       27.3     Evolving network technologies                                                        

       27.4     Evolving technologies

28 Grounds and External Areas                                                          362

       28.1     External areas                                                                      362

       28.2     In-house or contract-out landscaping maintenance                 362

       28.3     Landscaping standards                                                        362

       28.4     Landscape architects                                                            363

       28.5     Decay of trees                                                                     363

       28.6     Damage to trees                                                                  365

       28.7     Removal of trees and tree stumps                                         365

       28.8     Ownership of trees                                                               366

       28.9     Spreading of roots and branches                                          366

       28.10   Dangerous trees                                                                   366

       28.11   Licence to plant                                                                    367

       28.12   Tree preservation orders (TPOs)                                            367

       28.13   Conservation areas                                                               368

       28.14   Internal planting                                                                    368

       28.15   Artificial plants                                                                     369

       28.16   Maintenance of hardstandings and external areas                  369

       28.17   Vegetation and planted areas                                                370

       28.18   Boundary fencing                                                                 371

       28.19   Brickwork walls                                                                    371

       28.20   Grounds maintenance contract                                              371

       28.21   Site footpaths and roads                                                      372

       28.22   Workplace parking                                                               373

       28.23   Parking policy                                                                      373

       28.24   Car park categories                                                              375

       28.25   Car park design                                                                    375

       28.26   Bicycle parking                                                                    379

       28.27   Motorcycle parking                                                               381

       28.28   Car parking standards                                                          382

       28.29   Travel planning                                                                     383

29 Fabric Maintenance                                                                        386

       29.1     Maintenance implications of building structures                     386

       29.2     Fabric maintenance programmes                                           386

       29.3     Internal and external finishes                                                 387

       29.4     External walls and building envelope                                     390

       29.5     Guttering and rain downpipes                                                391

30 Energy Management                                                                       393

       30.1     Introduction                                                                          393

       30.2     Energy consumption                                                            393

       30.3     Energy efficient building designs                                          394

       30.4     Energy management                                                             394

       30.5     Carbon footprint                                                                       

       30.6     Choice of fuel                                                                      396

       30.7     Electricity                                                                             396

       30.8     Combined heat and power (CHP) systems                             398

       30.9     Renewable energy sources                                                   398

       30.10   Gas                                                                                     400

       30.11   Energy monitoring                                                                402

       30.12   Metering                                                                              403

       30.13   Investment                                                                           404

       30.14   Energy policy                                                                       405

       30.15   CRC Energy Efficiency Scheme                                            405

       30.16   Carbon Trust Standard                                                          407

       30.17   Legislation and standards                                                     407

       30.18   Building Regulations                                                             407

       30.19   Building Energy Performance Directive (EPBD)                     408

       30.20   Energy Performance Certificates                                           409

       30.21   Display Energy Certificates (DEC)                                         409

31 Front of House                                                                               410

       31.1     Reception services                                                               410

       31.2     The first impression                                                              410

       31.3     The welcome process                                                           410

       31.4     Welcome formalities                                                             411

       31.5     Managing visitor expectations                                               412

       31.6     Best practice                                                                        412

       31.7     Customer service                                                                 412

       31.8     Customer satisfaction                                                           413

       31.9     Visiting groups                                                                     413

       31.10   Meet and greet service                                                         414

       31.11   Styles of welcome and reception service                               415

       31.12   Welcome boards                                                                  415

       31.13   Remote entry points                                                             415

       31.14   The goodbye                                                                       416

       31.15   Reception service standards                                                 416

       31.16   Corporate duty of care                                                         416

       31.17   Recording visitor information                                                418

       31.18   Display of company signage                                                419

       31.19   Visitor risk assessments                                                       420

       31.20   Fire precautions in the reception area                                    420

       31.21   CCTV surveillance                                                                421

       31.22   Trespassing and theft                                                           422

       31.23   Switchboard services                                                           422

       31.24   Room booking services                                                        423

32 Housekeeping and Cleaning Services                                            425

       32.1     Cleaning services                                                                 425

       32.2     Cleaning methods                                                                426

       32.3     Cleaning standards                                                               427

       32.4     Cleaning specifications                                                         428

       32.5     Cleaning costs                                                                     430

       32.6     Advantages and disadvantages of contract cleaning              430

       32.7     Staff                                                                                    430

       32.8     Daytime cleaning                                                                  432

       32.9     Equipment                                                                           432

       32.10   Microfibre materials                                                              433

       32.11   Ionators and active water

       32.12   Cleaning chemicals                                                               434

       32.13   Detergents                                                                           434

       32.14   Properties of detergents                                                       435

       32.15   Types of detergent                                                               435

       32.16   Sealants                                                                              438

       32.17   Solvents                                                                              440

       32.18   Example contract cleaning specification                                441

       32.19   Summary action plan                                                            444

33 Security Management                                                                     445

       33.1     Introduction                                                                          445

       33.2     Security strategy                                                                  445

       33.3     Contract security services                                                     446

       33.4     Licensed security roles                                                         446

       33.5     Increased importance                                                           447

       33.6     Contractor selection                                                             447

       33.7     Service standards                                                                448

       33.8     Site survey and analysis                                                       449

       33.9     Assignment instructions                                                        449

       33.10   Access control                                                                     450

       33.11   Structure of buildings                                                           451

       33.12   Control concepts                                                                  451

       33.13   Access control system design                                              452

       33.14   Manned access control                                                         452

       33.15   Access log or register                                                          453

       33.16   Entry to interior or restricted areas                                         453

       33.17   Vehicle control                                                                     454

       33.18   Equipment control                                                                454

       33.19   Asset tagging                                                                      454

       33.20   Door security                                                                       455

       33.21   Door furniture                                                                       455

       33.22   Windows                                                                              457

       33.23   Electronic access control systems                                        458

       33.24   Components in electronic systems                                        459

       33.25   Advantages and disadvantages of electronic systems           461

       33.26   Training                                                                                462

       33.27   Special considerations                                                         462

       33.28   Disability discrimination                                                        463

34 Customer Relations                                                                       464

       34.1     The importance of good service delivery                               464

       34.2     Customer care                                                                      464

       34.3     Customer service                                                                 465

       34.4     Communication                                                                    465

       34.5     Service delivery requirements                                                466

       34.6     Analysis tools                                                                      466

       34.7     Questionnaires                                                                     467

       34.8     User groups                                                                         467

       34.9     Mystery shopping                                                                467

       34.10   Critical service features                                                         467

       34.11   Gap analysis                                                                        468

       34.12   Service quality (SERVQUAL)                                                 468

       34.13   Internal customer service                                                      469

       34.14   The FM Helpdesk                                                                 470

       34.15   Service level agreements (SLAs)                                           473

       34.16   Service standards                                                                473

35 Waste Management                                                                        475

       35.1     Introduction                                                                          475

       35.2     Waste management policy                                                    475

       35.3     Waste management structure                                                476

       35.4     Waste management procedures                                            476

       35.5     Duty of care                                                                         476

       35.6     Waste minimisation                                                              477

       35.7     Building design                                                                    478

       35.8     Operational buildings                                                            478

       35.9     Business activities and business processes                          479

       35.10   Product labelling                                                                  479

       35.11   Recycling                                                                             479

       35.12   Anaerobic digestion

       35.13   Waste to energy

       35.14   Waste product database                                                       480

       35.15   Waste classification                                                             481

       35.16   Waste management audits                                                    482

       35.17   Targets                                                                                    

       35.18   Landfill

       35.19   Legislation                                                                           484

36 Catering and Hospitality Services                                                   485

       36.1     Introduction                                                                          485

       36.2     Contracted-out catering services                                           486

       36.3     Contract types                                                                     487

       36.4     Catering strategy                                                                  489

       36.5     Catering objectives                                                               490

       36.6     Catering specification                                                           490

       36.7     Catering costs                                                                      493

       36.8     Catering services review                                                       494

       36.9     Food hygiene                                                                       497

       36.10   Legislation                                                                           498

37 Quality Management                                                                      499

       37.1     Quality                                                                                 499

       37.2     Quality management (QM)                                                     499

       37.3     Continuous improvement                                                      500

       37.4     Quality systems and procedures                                           501

       37.5     Total quality management                                                     501

       37.6    
Business Excellence Model – European Foundation of
Quality Management                                                                               503

       37.7     Six Sigma                                                                            503

       37.8     Quality standards and accreditation schemes                        504

       37.9     Standards                                                                            505

       37.10   Benchmarking                                                                      508

       37.11   FM benchmarking                                                                 510

38 Document Management Services                                                   514

       38.1     Corporate information                                                           514

       38.2     Document management                                                        514

       38.3     Mail                                                                                     515

       38.4     Reprographics                                                                     519

       38.5     Photocopiers                                                                       519

       38.6     Printers                                                                                523

       38.7     Multi-function devices                                                           524

       38.8     Facsimile (fax) machines                                                      524

       38.9     Electronic document management system (EDMS)                525

       38.10   Audio visual equipment                                                        526

       38.11   Archives                                                                              527

 

39   Sustainability and Environmental Issues

 

       40.1     Introduction

       40.2     Historical overview

       40.3     Definitions

       40.4     Earth's resources

       40.5     Ecological footprint

       40.6     One Planet Living principles

       40.7     FM's role

       40.8     Environmental impacts

       40.9     History of CSR

       40.10   CSR responsibilities

       40.11   CSR standards

       40.12   Measuring CSR

       40.13   Benchmarking CSR

       40.14   CSR and Environmental policy

Index