Introduction to Facilities Management - David Morris

Biographie:

Preface ix

Acknowledgements x I

Part I Understanding the Basics of Facilities Management 1

1 What is Facilities Management? 3

Defining Facilities Management 3

How FM Supports an Organisation 6

Meeting End-user Requirements 6

DLM 7

Reducing Costs 8

Maintaining Business Continuity 8

Ensuring Legal and Regulatory Compliance 10

Supporting Corporate Social Responsibility (CSR) 13

2 Facilities Management Support Services 17

Premises Support 17

Business Support 18

Staff Support 18

3 Maintenance Strategies 21

Maintenance 21

Reactive or Unplanned Maintenance 22

Preventative Maintenance 22

The Cost-effectiveness of Different Maintenance Strategies 23

4 Service Delivery Models 27

In-house Service Delivery 27

Outsourced Service Delivery 27

The Pros and Cons of Different Service Delivery Models 29

Advantages and Disadvantages of an In-House Delivery Method 29

Outsourcing 29

Advantages of Outsourcing 30

Disadvantages of Outsourcing 31

Pros and Cons of Specific Outsourcing Options 33

5 Management Functions Within Facilities Management 35

People Management 35

Health and Safety Management 36

Budget Management 37

Project Management 37

Contract Management 37

Customer Relationship Management 38

The Different Roles Within Facilities Management 38

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

6 Clients, Customers, Users and Other Stakeholders 43

Clients, Customers and Users 43

Other Stakeholders 44

7 The Interests of the Various Stakeholder Groups 47

Cost and Financial Performance 48

Legal and Statutory Compliance 49

Performance Against the Contract and Service Specification 50

Risk Management and Business Continuity 51

Determining Stakeholder Interests and Requirements 52

Linking Interests to Stakeholders 52

The Information Required by Different Groups 53

8 Assessing Customer Needs and Customer Satisfaction 57

9 Management Data for Monitoring Customer Satisfaction 67

Analysis of Data 68

Drawing Conclusions from the Data 71

Other Data We Can Use 74

10 The Causes of Customer Dissatisfaction 77

Resource Issues 79

Process Issues 80

Equipment Issues 80

Cost Effectiveness Issues 81

11 Resolving Customer Satisfaction Issues 83

Resource Issues 83

Process Issues 83

Equipment Issues 84

Cost Effectiveness Issues 84

12 Customer Perceptions and Communication 85

Customer Perceptions 86

Part III An Introduction to Specifications, Procurement and Contracts 89

13 What Are Specifications of Service? 91

Types of Specifications 91

14 Identifying Requirements and Drafting Specifications 95

Identifying Requirements 95

Drafting Specifications 97

The Content of a Specification 97

Durability of floor finishes 98

Standard Specifications 98

Contract Specifications 100

A Step-by-step Guide to Writing a Specification 100

The Structure of the Specification 101

15 Quotations, Tendering and Framework Agreements 105

Quotations 105

Tendering 108

Tendering Within the Public Sector - Find a Tender Service 113

e-Procurement 114

Framework Agreements 116

16 Ensuring the Integrity of Procurement Processes 117

Quotations 117

Tenders and F...

Sommaire:

Preface vii
Acknowledgements viii

Part I Understanding the Basics of Facilities Management 1

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

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

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

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

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

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

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

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

8 Assessing Customer Needs and Customer Satisfaction 57

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

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

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

12 Customer Perceptions and Communication 85
Customer Perceptions 86

Part III An Introduction to Specifications, Procurement and Contracts 89

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

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

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

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

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