Preface to the Fourth Edition x Abbreviations xii Introduction 1 The organization 1 The customer as end-user 1 Principles, process and procedures 2 1 Fundamentals 3 Key issues 3 Introduction 4 Background 4 Key concepts 8 Other concepts 13 Key roles, responsibilities and accountabilities 15 Core competence in facility management 16 Conclusions 17 Checklist 18 2 Facility planning 19 Key issues 19 Introduction 20 Real estate management 21 The own, lease or rent decision 21 The totally serviced workplace 22 Space management 23 Space utilization and efficiency 24 Design and facility management briefing 26 The feasibility study 34 Design development 35 Stakeholders 36 Risks and opportunities 39 Conclusions 39 Checklist 40 3 Facility management strategy 42 Key issues 42 Introduction 43 The business context 44 Business drivers and constraints 45 Organizational management levels 46 Cross-cultural management 47 Strategy formulation 48 Strategic analysis 50 Solution development 53 Strategy implementation 55 Conclusions 57 Checklist 57 4 Human resources management 59 Key issues 59 Introduction 60 Personnel management 60 Conclusions 66 Checklist 66 5 Workplace productivity 68 Key issues 68 Introduction 69 Measuring productivity 69 Sick building syndrome 76 Design issues 77 Unconventional working arrangements 78 Conclusions 83 Checklist 83 6 Health, safety and security 85 Key issues 85 Introduction 86 Health, safety and security policy 87 Zero accidents 88 Occupational health and safety 88 Compliance 89 Hazard and risk assessment 92 Security and well-being 93 Conclusions 95 Checklist 95 7 The outsourcing decision 97 Key issues 97 Introduction 98 Establishing the baseline 99 Attributes of service provision 105 Options for service delivery 109 Evaluating options 116 Conclusions 118 Checklist 118 8 Procurement 120 Key issues 120 Introduction 121 The procurement process 122 Centralized versus decentralized procurement 123 Procurement policy and procedures 124 Roles, responsibilities and accountabilities 126 Prequalification of service providers 126 Request for proposals or tender 131 Tendering 140 Financial close 142 Conclusions 145 Checklist 145 9 Service delivery 147 Key issues 147 Introduction 148 The internal customer as end-user 149 Insourcing 150 The in-house team 150 External service providers 151 Mobilization 152 Contract management 155 Conclusions 162 Checklist 162 10 Specialist services and partnership 164 Key issues 164 Introduction 165 ICT services 166 Health-care services 169 Security and protection services 170 Custodial services 170 Professional services 171 Performance and SLAs 172 Risk, insurance and indemnities 172 Supplier management 173 Collaborative relationships 174 Public–private partnerships (PPPs) 179 Facility management and private-sector participation 187 Conclusions 189 Checklist 190 11 Performance management 192 Key issues 192 Introduction 193 Quality or performance 194 The post-implementation review 194 Post-occupancy evaluation (POE) 195 The service review 196 Updating service specifications and SLAs 199 Performance measurement 199 Benchmarking 208 Beyond benchmarking 214 The quality system 215 Conclusions 216 Checklist 216 12 Maintenance management 219 Key issues 219 Introduction 220 The maintenance strategy 221 The maintenance policy 221 Maintenance planning 222 Maintenance methods 227 Building logbooks 231 Permits and approvals 232 Inspections 232 Building services engineering installations 233 Manuals, registers and inventories 236 Maintenance management system 238 Conclusions 239 Checklist 240 13 Sustainable facilities 242 Key issues 242 Introduction 243 Sustainable development 244 Environmental management 245 Corporate social responsibility (CSR) 247 Zero carbon 248 Whole-life carbon 248 Environmental performance and energy efficiency 250 The building energy management system 251 Managing water resources 251 Managing waste 252 Management and end-user responsibilities 253 Technology-enhanced facilities 253 Innovative workplaces and housing 260 Conclusions 270 Checklist 271 14 Change management 273 Key issues 273 Introduction 274 Transition 275 Managing change 292 Organizational change 292 Innovation, research and development 296 Conclusions 298 Checklist 299 15 Information management 301 Key issues 301 Introduction 302 Managing information 303 The facility handbook 310 The facility user guide 311 Information and data 311 Information handover 323 Building information models (BIMs) 324 Systems and interfaces 327 Conclusions 329 Checklist 330 Appendices 332 A Glossary 332 B Prevention of fraud and irregularity 355 C Risks involved in outsourcing 361 D Contract provisions 363 E Typical sections of an SLA 366 Bibliography 367 References 369 Index 372

The importance of effective facility management in enabling organizations to function efficiently is widely recognized. The fourth edition of Total Facility Management offers a comprehensive treatment of what facility management means to owners, operators, tenants, facility managers and professional advisors, as well as containing advice on how facilities can be better managed from a number of perspectives. It consolidates current best practice, defines and develops emergent areas and offers a pathway for the future development of facility management. The facility management body of knowledge now benefits from the publication of several national and international standards, none of which were available when earlier editions of the book were published. The opportunity has been taken to modify the structure and content of this new edition to align it with these standards to provide readers and their organizations with a comprehensive treatment of the subject. Greater emphasis has been given to facility planning, especially the briefing stage in the design of a new or refurbished facility; design for operability; stakeholder management; outsourcing; procurement; transition; performance management; environmental management; sustainability; maintenance management; information management and building information modelling (BIM). Throughout the book, the links between facility management practice and the organisation’s business objectives are emphasised. Readers worldwide will find this fourth edition a valuable and thought-provoking blend of the principles and practice of facility management.