Total Facilities Management, 3rd Edition

by Brian Atkin (Atkin Research and Development, UK); Adrian Brooks (Acuity Management Solutions Limited)

• ISBN13: 9781444316131
• ISBN10: 1444316133
• Format: eBook
• Copyright: 2009-09-01
• Publisher: Wiley-Blackwell

Summary

Earlier editions of Total Facilities Management have been praised for the lucid presentation style and direct applicability of its contents. The Third Edition follows in that tradition, providing an accessible text bridging the gap between the theory of facilities management and its implementation. This book raises issues which all practitioners should consider before embarking on a particular plan, showing the link between facilities management practice and an organization's business objectives and dealing with issues known to concern practitioners.

Table of Contents

Preface to the Third Edition

Preface to the Second Edition

Introduction

Abbreviations

Background to facilities management

Key issues

Origin

Rationale for facilities management

Defining facilities management

Approaches to facilities management

Informed client function

Concept of best value

Supplier relationships

Matters of risk

Conclusions

Developing a strategy for facilities management

Key issues

Introduction

Developing a facilities management strategy

Strategic analysis of facilities requirements

Developing solutions

Strategy implementation

Relationships between client organisations and service providers

Case study - Developing a strategy

Conclusions

Facilities planning

Key issues

Introduction

Real estate management

Space management

Design briefing

Facilities management brief

Post-occupancy evaluations

Real estate options

Totally serviced workplaces

Conclusions

Retaining services in-house vs outsourcing

Key issues

Introduction

Attributes of service

Customer service

Uniqueness of service

Priority, flexibility and speed of response

Management implications and indirect cost

Direct cost

Control

Overview of options and implications

Market testing

Other implications of outsourcing

Conclusions

Change management

Key issues

Introduction

Change in an organisational setting

Managing change in practice

Change as a process

Communicating change

Responsibilities of those managing change

Resolving cultural conflict

Case study - EastPoint

Conclusions

Human resources management

Key issues

Introduction

Dealing with shifting demands for resources

Appropriate management structure

Case study - Practical human resources issues

Employment obligations

Case study - Sun Life

Functions, job descriptions and skills

Performance appraisal

Conclusions

Policy and procedures for outsourcing

Key issues

Introduction

Essential approach

Strategy

Tender documents

Tendering process

Ongoing relationships

Conclusions

Policy and procedures for in-house provision

Key issues

Introduction

Definition of services

Identifying stakeholders

In-house capabilities and skills

Departments as customers

In-house team approach

Service provision reviewed and improved

Conclusions

Service specifications, service level agreements and performance

Key issues

Introduction

Stakeholders' interests

Rationale for service specifications and SLAs

What is a service specification?

Example of a service specification - cleaning of open-plan offices

What is a service level agreement (SLA)?

Example of a service level agreement (SLA)

Critical success factors and key performance indicators

Performance monitoring

Updating service specification and SLAs

Quality system

Conclusions

Health, safety and environment

Key issues

Introduction

Sustainability and environmental issues

Relevant legislation

General policy

Corporate social responsibility

Organisation and administration

Workers' rights

Disability discrimination

Safety rules and practice

Stress, employees and the organisation

Conclusions

Workplace productivity

Key issues

Introduction

Measuring productivity

Work itself

The organisation

Communication

Work environment

Environmental factors having an impact on productivity

Design implications

Unconventional working arrangements

Conclusions

Building intelligence and smart systems

Key issues

Introduction

Building engineering services

Intelligent buildings - Smart buildings

Smart tagging, sensing and control

Applications of smart systems technology

Conclusions

Facilities management service providers

Key issues

Introduction

Preliminary approach

Types of service provision

Managing agent

Case study - Facilities management in the public sector

Managing contractor

Managed budget

Total facilities management

Evolution in the nature of service providers

Determining the best approach

Conclusions

Managing service provider and supplier relationships

Key issues

Introduction

Service providers and suppliers

Types of relationship

What kind of relationship is needed?

Contractual arrangements and partnering

Gain-sharing

Continual improvement

Conclusions

Managing specialist services

Key issues

Introduction

ICT services

Health care services

Security and protection services

Custodial services

Professional services

Performance and service level agreements

Risks, insurance and indemnities

Conclusions

Information systems management

Key issues

Introduction

Information management

Planned preventive maintenance

Case study - ICEconsult

Computer-aided facilities management (CAFM)

Building information modelling

BIM applied to existing buildings

Conclusions

Contract management and financial control

Key issues

Introduction

Contract conditions and terms

Payments

Cost monitoring

Performance monitoring

Change control

Contract administration

Contract review

Conclusions

Benchmarking best practice

Key issues

Introduction

Pursuing continual improvement

Benchmarking practices

Measuring performance

Benchmarking facilities management

Other kinds of benchmarking

Case study - Diageo

Conclusions

Public-private partnerships

Key issues

Introduction

Public-private partnerships (PPPs)

Procurement and contractual approach

Generic PPP project set-up

Main types of service provided

Payment mechanisms

Facilities management and private sector participation

Output specifications

Relevance and benefit of private investment and partnership

Risk and private investment

Problems with private investment and partnership

Conclusions

Education, training and professional development

Key issues

Introduction

Backgrounds of facilities managers

Growth of a professional discipline

Core competence in facilities management

Studying facilities management

Facilities management training and personal development

Continuing professional development (CPD)

The future for facilities managers

Conclusions

Innovation, research and development

Key issues

Introduction

Change and innovation

Innovation and research and development

Research and development themes

Flexible corporate real estate

Healthy buildings promoting future living

Sustainable communities

Tele-care in the home

Conclusions

Appendices

Glossary

Prevention of fraud and irregularity in the award and management of contracts

Risks involved in outsourcing

Contractual approach and terms

Sections for a service level agreement (SLA)

References and Bibliography

Index

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