Facilities Manager’s Desk Reference

Facilities Manager’s Desk Reference

Facilities Manager’s D

esk Reference

It is well recognised that excellent facilities management has a very positive eff ect on the achievement of organisational goals. In the process of delivering high levels of service the facilities manager will face a range of complex and often challenging tasks, sometimes concerned with a single business premises, often across an entire property portfolio. To assist the busy facilities manager, the Facilities Manager’s Desk Reference provides an invaluable source of concise, highly relevant and practical information on all the principal FM services, as well as information on legal compliance issues, the development of strategic policies and tactical best practice.

Fully updated from the fi rst edition, the Facilities Manager’s Desk Reference covers both hard and soft FM issues with a clear practitioner perspective. It will be a fi rst point of reference for all busy facilities managers, saving time by providing all the information needed to ensure excellence in the provision of safe, eff ective and effi cient facilities service. It will also serve as a useful overview for students studying for their professional and academic qualifi cations in facilities management.

Also AvailableFacilities Management: The Dynamics of Excellence3rd EditionPETER BARRETT AND EDWARD FINCH

Paperback, 9780470673973; ePub, 9781118716113

Total Facilities Management3rd EditionBRIAN ATKIN AND ADRIAN BROOKS

Paperback, 9781405186599; ePub, 9781118658642

The AuthorJane Wiggins MBA, CFM, DMS, MInstAM, BSc (Hons), FBIFM has over twenty-fi ve 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 the 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 Infl uential 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 a range of publications such as Croners, Essential Facilities Management Report, Facilities Management Journal, and FM World.

Jane M. Wiggins

WigginsSecond edition

Second edition

Jane M. Wiggins

www.wiley.com/go/construction Second edition

201342File Attachment9781118462942.jpg

Facilities Manager’s Desk reFerence

Facilities Manager’s Desk reFerence

second edition

Jane M. Wiggins FBiFMDirector, FM Tutor & Associates Ltd

This edition first published 2014© 2014 by John Wiley & Sons, Ltd.1st edition: © 2010 Jane Wiggins

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Library of Congress Cataloging-in-Publication DataWiggins, Jane M. Facilities managers desk reference / Jane M. Wiggins. – Second edition. pages cm Includes bibliographical references and index. ISBN 978-1-118-46294-2 (pbk.)1. Facility management–Handbooks, manuals, etc. I. Title. TS155.W536 2014 658.2–dc23

2013026578A catalogue record for this book is available from the British Library.

Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books.

Cover image: iStockphoto.comCover design by Sandra Health.

Set in 10/11.5pt Minion by SPi Publisher Services, Pondicherry, India

1 2014

List of Abbreviations xxv

Introduction xxxii

1 History of Facilities Management 1

1.1 Origins of facilities management 11.2 A brief history of FM 11.3 Growth of the FM profession 31.4 Defining FM 51.5 Development of FM 71.6 Trends 91.7 FM standard 9

2 Key Drivers of FM 10

2.1 The business organisation 102.2 Demand and supply 102.3 Roles of FM 112.4 Drivers of FM 122.5 Champion of end-user 122.6 Flexibility in office space 132.7 A recruitment differentiator 132.8 Scope of services 132.9 Impact of work space on productivity 142.10 The virtual office 142.11 Technology systems integration 142.12 Building designs 152.13 Financial performance 152.14 Ownership of the property 152.15 Value added 162.16 Service Profit Chain 162.17 FM’s contribution 162.18 Performance measurement 172.19 Performance Indicators 172.20 Benchmarking 182.21 Future trends 18

3 Activities in FM 20

3.1 Introduction 203.2 Facilitation of services and information 203.3 Management functions 20

contents

v

vi Contents

3.4 Premises and building management 223.5 Business support services 233.6 Scope and extent of FM activities and services 24

4 Delivering FM – FM Strategy 26

4.1 Introduction 264.2 Business strategy 264.3 Identifying the needs 264.4 Benefits of a strategic approach 294.5 Strategic analysis 294.6 Determining factors 294.7 Premises policy 304.8 Facilities audit 304.9 Audit process 314.10 Awareness 314.11 Space audit 324.12 Audit stage 1 – fact finding 324.13 Audit stage 2 – further investigation 324.14 Audit benefits 334.15 Developing Solutions 334.16 Strategy implementation 334.17 FM strategy models 334.18 In-house or self-perform 334.19 Single or packaged services 344.20 ‘Bundled’ services 354.21 Total or integrated facilities management 354.22 Managing agent 364.23 Private Finance Initiative (PFI) 374.24 Corporate PFI 374.25 Special purpose vehicles (SPVs) 37

5 Outsourcing 39

5.1 Introduction 395.2 Multi-service contracts 395.3 Best Value (BV) 405.4 Longer contracts 405.5 Integrated FM solutions 405.6 Benefit analysis 405.7 Intelligent client 415.8 FM outsourcing models 415.9 Selection process 42

6 Financial Management 44

6.1 Introduction 446.2 Financial systems and process 446.3 The finance department 456.4 Financial controls 45

Contents vii

6.5 Financial statements 466.6 Finance and the FM 466.7 Sources of funding 476.8 Use of funding 476.9 Fixed assets 476.10 Working capital 476.11 Investments 486.12 The balance sheet 486.13 The profit and loss account 486.14 Cash flow statement 496.15 Performance measurement 496.16 Profitability 496.17 Liquidity 506.18 Liquidity issues 516.19 Annual reports of accounts 516.20 Recent developments in financial accounting 526.21 Budgets 526.22 Roles of budgets 536.23 Budget design 546.24 Capital or revenue 546.25 Property costs 546.26 Budget variances 556.27 Cost data 566.28 Cost accounting 576.29 Cost centres 586.30 Cash flow 596.31 Tax 606.32 Value Added Tax (VAT) 616.33 Landfill Tax 636.34 Climate Change Levy 636.35 Business rates 646.36 Stamp duty 646.37 Income Taxes 646.38 Corporation Tax 656.39 Tax status of construction workers 666.40 Depreciation 676.41 Financial business cases 676.42 Investment appraisal methods 686.43 Cost benefit analysis 696.44 Payback period 706.45 Discounted cash flow (DCF) 706.46 Net present value (NPV) 706.47 Internal rate of return (IRR) 706.48 Preparing a financial proposal 706.49 Submission 716.50 Building life cycle costs 716.51 Life cycle costing methodology 726.52 Evaluating life cycle costs 72

viii Contents

6.53 Sinking funds 736.54 The impact of inflation 73

7 Property and Estates Management 77

7.1 Introduction 777.2 Property industry 777.3 Market influences 787.4 The cyclical nature of the market 787.5 A property portfolio 787.6 The investment market 787.7 Property investors 807.8 Property management 817.9 Property professionals and specialists 817.10 Developing a property strategy 847.11 Property and asset registers 857.12 Dilapidations 877.13 Vacant Property 89

8 Property Legislation and Leases 91

8.1 Ownership and tenure 918.2 The Estate Agents Act 1979 948.3 The Property Misdescriptions Act 1991 958.4 Defective Premises Act 958.5 Occupiers Liability Act 968.6 Energy Performance of Buildings

(Certificates & Inspections) (EPC) 968.7 Health and Safety Legislation 968.8 Boundaries and Party Walls 978.9 Landlord and tenant legislation 978.10 The contents and terms of a commercial lease 978.11 Tenant’s covenants 998.12 Landlord’s covenants 1018.13 Schedules 1018.14 Trigger notices 1038.15 Time limits 1038.16 User 1048.17 Alienation or assignment 1048.18 Arbitration 1058.19 Additional covenants 1058.20 Lease renewals 1058.21 Security of tenure 1068.22 The machinery for termination – Sections 24–28 1068.23 Landlord’s grounds for opposing a new

tenancy – Section 30 1078.24 The new tenancy 1078.25 Section 32 Rule 1088.26 Market forces and lease renewal 1088.27 Repairs 109

Contents ix

9 Developing New Buildings 110

9.1 The development process 1109.2 Planning legislation 1139.3 The Town and Country Planning Act 1149.4 Planning permission 1159.5 The Town and Country Planning Use Classes Order 2005 1169.6 Planning policy guidance notes 1179.7 Development plans 1189.8 Planning agreements 1189.9 Breach of planning control 1189.10 Users pre-1964 1199.11 Listed buildings 1199.12 Conservation areas 1209.13 Building design 1209.14 Types and uses 1219.15 Drivers of building design 1219.16 Sustainable construction 1229.17 Passivhaus 1239.18 Intelligent buildings 1239.19 Building Information Modelling (BIM) 1249.20 Structure and its effect on building use 1259.21 Planning grids and the use of space 1259.22 Developers’ fit-out 1269.23 Measuring building efficiency 1279.24 Building efficiency 1289.25 Layout impact 1289.26 Building performance 1299.27 Design Quality Indicator (DQI) 1339.28 Commercial building materials 1339.29 Building Regulations 1349.30 Approved Documents 135

10 Project Management 136

10.1 Introduction 13610.2 Project management process 13610.3 Fundamentals of project management 13610.4 Project manager (PM) role 13710.5 Responsibilities 13710.6 Project briefs 13810.7 TOR 13910.8 Project programmes 13910.9 Project timescales 14010.10 Quality plan 14010.11 FADE project methodology 14010.12 PRINCE 14110.13 Project planning 14210.14 Planning techniques 143

x Contents

10.15 Gantt charts 14310.16 CPA 14410.17 Project control 14410.18 Risk management 14410.19 Project budget 14510.20 Project teams 14510.21 Project support 14610.22 Project handover 146

11 Space Management 148

11.1 Introduction 14811.2 Data and information gathering 14811.3 Importance of space 14911.4 Space management policy 14911.5 Space guidelines 15011.6 Effective use of space 15011.7 The FM cost driver 15211.8 Business performance 15211.9 Space planning 15311.10 Impact of building structures on space use 15711.11 Impact of building services on space use 15711.12 Space allocation 16211.13 Space utilisation 16311.14 Space audits 16411.15 Building efficiency 16611.16 Building operating costs 16911.17 Measuring terminology 17011.18 New developments in space use 17211.19 Legislation and compliance 177

12 Accommodation Management 178

12.1 Accommodation changes 17812.2 Move requests 17812.3 Churn 17812.4 Swing space 17912.5 Planning a move 17912.6 Implementation 18012.7 Post move 181

13 Procurement 182

13.1 Introduction 18213.2 Purchase criteria 18213.3 Procurement policy 18213.4 Service contracts 18313.5 Procurement strategy 18313.6 Procurement stages 18413.7 Strategic sourcing 184

Contents xi

13.8 Spend analysis 18513.9 Identifying the need 18613.10 Demand management 18613.11 Supplier selection 18613.12 Specifications 18713.13 Tendering process 18813.14 The tender document 18813.15 Invitation to tender process 18913.16 Cost models 19013.17 Whole life costing 19013.18 Value engineering (VE) 19113.19 E-purchasing 19313.20 Legislation 19313.21 European procurement legislation 19413.22 Bribery Act 195

14 Contracts and Contract Management 196

14.1 Introduction 19614.2 Consideration 19614.3 Communication of offer and acceptance 19714.4 Acceptance to be identical with offer 19714.5 Withdrawal and revocation of offer 19714.6 Contracts by deed 19714.7 Contracts which are not binding 19714.8 Contract types 19814.9 Contract methods 19914.10 Contents of a contract 20014.11 Lump sum contract 20014.12 Measured term contract 20114.13 Term contract 20114.14 Fixed price contract 20114.15 Reimbursable contract 20114.16 Schedule of rates 20214.17 Reimbursable and fixed fee contract 20214.18 Contract relationships 20214.19 Partnership 20214.20 Contract extensions 20214.21 Service level agreement (SLA) 20314.22 Standard contract forms 20314.23 Chartered Institute of Building Facilities Management Contract 20314.24 Joint Contracts Tribunal (JCT) Forms of Contract 20414.25 General Contract Works (GCW) 10 Facilities Management (2000) 20414.26 NEC Contract 20514.27 BSRIA Soft Landings 20514.28 BE Collaborative Contract 20614.29 Private Finance Initiatives (PFI) 20614.30 Terms and conditions 207

xii Contents

15 Legislation 208

15.1 Introduction 20815.2 UK legal system 20815.3 Impact on facilities management 21015.4 Duties 21315.5 Negligence 21315.6 Vicarious liability 21315.7 Consultation 21315.8 Competence 21315.9 Operational compliance 21415.10 Records 21415.11 Strategic impact 21415.12 Corporate Manslaughter 21515.13 Bribery Act 215

16 Legislation Affecting FM Activities 216

16.1 Introduction 21616.2 Safety policy 21616.3 Enforcing authorities 21716.4 Management of Health and Safety Regulations 21716.5 The HSE five-step approach 21816.6 Risk assessment standards 21816.7 Hazards 21916.8 Risk control 21916.9 Risk register 22016.10 Definitions of hazard and risk 22016.11 Hazard identification 22016.12 Work activities 22116.13 Risk assessment 22116.14 Risk assessment records 22216.15 The Workplace (Health, Safety and Welfare)

Regulations 1992 amended 2002 22316.16 Control of Substances Hazardous to Health 22416.17 Working at Height Regulations 2005 22516.18 Provision and Use of Workplace Equipment

Regulations 1998 (PUWER) 22516.19 Manual Handling Regulations 1992 22516.20 Personal Protective Equipment at Work

Regulations 1992 (PPE) 22616.21 Lifting Operations and Lifting Equipment

Regulations 1998 (LOLER) 22616.22 Control of Noise at Work Regulations 2005 22716.23 Confined Spaces Regulations 1997 22716.24 Part L Building Regulations 2010 22716.25 Data Protection Act 1998 22816.26 Regulation of Investigatory Powers Act 2000 (RIPA) 22816.27 Human Rights Act 1998 228

Contents xiii

16.28 Transfer of Undertakings (Protection of Employment) Regulations 229

16.29 Working Time Regulations 1998 22916.30 Greenhouse Gas Emissions (Directors’ Reports)

Regulations 2013 230

17 Fire Safety and Legislation 231

17.1 Introduction 23117.2 Legislation and standards 23117.3 Building design 23217.4 Building Regulations 23217.5 Designing space 23317.6 Standards 23317.7 Balanced solution 23417.8 Fire separation 23417.9 Classification of materials, buildings and fixtures 23417.10 Building classifications 23617.11 Furnishings 23617.12 Means of escape 23617.13 Fire signage 23917.14 Fire detection and fire alarms 23917.15 Fire detection system categories 23917.16 Control panels 23917.17 Zoning 24017.18 Fire, smoke and heat detectors 24117.19 Sounders 24117.20 Call points 24217.21 Cabling 24217.22 Suppression systems 24217.23 Fire extinguishers 24317.24 Hose reels 24317.25 Fire blankets 24417.26 Sprinklers 24417.27 Fire hydrants 24417.28 Dry and wet risers 24417.29 Regulatory Reform (Fire Safety) Order 2005 24517.30 Risk assessment 24617.31 Assessment methods 24717.32 Training records 24817.33 Fire-trained staff 24817.34 The fire drill 24917.35 Refuges 250

18 Electrical Supplies and Electrical Safety 251

18.1 Introduction 25118.2 Single-phase supply 25118.3 Three-phase low voltage supply 25218.4 High voltage three-phase supply 252

xiv Contents

18.5 Wiring 25218.6 Inspection and testing 25318.7 Standards – 17th Edition 25318.8 Portable electrical equipment 25318.9 Safety 25318.10 Electric shock 25418.11 Earthing 25418.12 Bonding 25518.13 Circuit protection 25518.14 Cable management 25518.15 Power quality 25518.16 Power failures 25618.17 Assessing the need 25618.18 Uninterruptible power supplies (UPS) 25718.19 Generators 258

19 Accessibility 259

19.1 Introduction 25919.2 Inclusive FM 25919.3 The Disability Discrimination Act (DDA) (1995) 26019.4 Special Educational Needs and Disabilities Act 2001 26119.5 Planning and Compulsory Purchase Act 2004 26219.6 Disability Discrimination Act 2005 26219.7 Equality Act 2010 26319.8 Disability awareness 26319.9 Front of house services 26419.10 Personal Emergency Evacuation Plans (PEEP) 26419.11 Communication 26519.12 Physical adjustments 26519.13 Claims 266

20 First Aid at Work 267

20.1 Definition of first aid 26720.2 Health and Safety (First-Aid) Regulations 1981 26720.3 Reporting of Injuries, Diseases and Dangerous Occurrences

Regulations 1995 27220.4 Fit Note 273

21 Asbestos 274

21.1 Regulations 27521.2 Asbestos management plan 27621.3 Management options 27621.4 Asbestos survey types 27721.5 Asbestos material assessment algorithm 27921.6 Asbestos priority assessment 27921.7 Asbestos management strategies 28021.8 Managing an asbestos incident 28121.9 Summary checklist 282

Contents xv

22 Water Supplies and Water Safety 283

22.1 Introduction 28322.2 Water systems 28422.3 Water consumption 28422.4 Benefits of water conservation 28422.5 Water industry 28422.6 Compliance 28522.7 Water pollution 28522.8 Drinking water 28622.9 Washing and cleaning 28722.10 Food preparation 28722.11 Water pressure 28822.12 Drainage 28822.13 Sustainable Urban Drainage Scheme (SUDS) 28822.14 Specialist maintenance 28822.15 Water design capacity 28922.16 Supply continuity 28922.17 Management review 28922.18 Water management policy 29022.19 Water-saving technology 29022.20 Water recycling systems 29022.21 Urinal controls 29222.22 Water-saving tips 29222.23 Leak detection 29322.24 Water safety 29422.25 L8 ACoP 29422.26 Code of Conduct 29622.27 Risk assessment 29622.28 Legionnaires’ disease 29722.29 The maintenance implications of Legionnaires’ disease 29822.30 Maintenance routines and operating procedures 29922.31 Coliform bacteria 30022.32 Pseudomonas aeruginosa 30022.33 Water quality legislation 30122.34 Water quality testing 301

23 Construction Design and Management Regulations 303

23.1 Introduction 30323.2 Notifiable works 30423.3 Impact of Regulations on FM 30523.4 CDM co-ordinator duties 30523.5 Designer duties 30623.6 Principal Contractor (PC) duties 30623.7 Competence 30723.8 Corporate competency 30723.9 Individual competency 30823.10 Designers’ competency 308

xvi Contents

23.11 CDM co-ordinator 30823.12 Demolition 30923.13 Documents 309

24 Business Continuity 313

24.1 Introduction 31324.2 Basic principles 31424.3 Legislation 31424.4 Standards 31424.5 Impact on business 31424.6 Policy 31524.7 Planning 31524.8 Business impact analysis (BIA) 31524.9 Corporate strategy 31624.10 Critical assets 31624.11 Hazards, consequences and impacts 31724.12 Benefits of a BIA 31824.13 Unavailability impact table 31824.14 Risk assessment 31824.15 Documents 31924.16 Implementation 32124.17 Two-team approach 32124.18 Crisis management team 32124.19 Logistics 32124.20 Telephony and data communications 32324.21 Testing the plan 32324.22 Upkeep of records 32324.23 Audit 323

25 Maintenance – Definitions and Strategies 324

25.1 Introduction 32425.2 Maintenance priorities 32525.3 Maintenance Classifications 32525.4 Maintenance policy 32725.5 Computerised maintenance management systems (CMMS) 32725.6 Asset registers 32825.7 Maintenance programmes 32825.8 Maintenance activities 32925.9 Maintenance schedules 33025.10 Controlling maintenance work 33025.11 Building records 33025.12 Annual inspections 33325.13 Condition surveys 33325.14 Planning the survey 33325.15 Component life cycles 33425.16 Bathtub curve 33425.17 Element and component life expectancies 335

Contents xvii

26 Mechanical and Electrical Systems and their Maintenance 337

26.1 Introduction 33726.2 HVAC 33826.3 Heating systems 33826.4 Direct heating systems 33826.5 Indirect heating systems 33926.6 Ventilation 34026.7 Relative humidity (RH) 34026.8 Natural ventilation 34126.9 Mechanical ventilation 34126.10 Air conditioning 34226.11 Comfort control 34226.12 Selection of an appropriate system 34226.13 Air conditioning systems 34326.14 Dampers 34526.15 Fans 34526.16 Filters 34526.17 Displacement ventilation systems 34526.18 Fan coil units 34526.19 Chilled beam 34626.20 Diffusers 34626.21 Heat pumps 34626.22 Packaged air conditioning units 34626.23 Refrigeration 34626.24 Humidification 34726.25 Cooling systems 34726.26 Fire safety 34726.27 Standards 34726.28 Lifts 34826.29 Lighting 35026.30 Lighting requirements 35126.31 Light fittings 35126.32 Lighting efficiency 35126.33 Lighting controls 35226.34 BMS 35226.35 Intelligent buildings 353

27 Information Communication Technology 354

27.1 Introduction 35427.2 Ownership options 35427.3 Telephone systems 35527.4 Telephony services 35627.5 Communication wiring 35727.6 Fibre Optics 35827.7 Cabling distribution 35927.8 Structured Cabling Systems 36027.9 Data Rooms / Data Centres 361

xviii Contents

27.10 Wireless networks (WLANs) 36327.11 Cellular networks 36527.12 Personal area networks 36627.13 Virtual private networks (VPNs) 36727.14 Firewalls 36727.15 Smartphones 36727.16 Cloud Computing 36827.17 Tele-presence 36827.18 Video conferencing 36827.19 Voice over Internet Protocol (VoIP) 36827.20 Applications 369

28 Grounds and External Areas 370

28.1 External areas 37028.2 In-house or contract-out landscaping maintenance 37028.3 Landscaping standards 37028.4 Landscape architects 37128.5 Decay of trees 37128.6 Damage to trees 37328.7 Removal of trees and tree stumps 37328.8 Ownership of trees 37328.9 Spreading of roots and branches 37428.10 Dangerous trees 37428.11 Licence to plant 37528.12 Tree preservation orders (TPOs) 37528.13 Conservation areas 37528.14 Internal planting 37628.15 Artificial plants 37728.16 Maintenance of hardstandings and external areas 37728.17 Vegetation and planted areas 37828.18 Boundary fencing 37928.19 Brickwork walls 37928.20 Grounds maintenance contract 37928.21 Site footpaths and roads 38028.22 Workplace parking 38128.23 Parking policy 38128.24 Car park categories 38228.25 Car park design 38328.26 Bicycle parking 38728.27 Motorcycle parking 38928.28 Car parking standards 39028.29 Travel planning 391

29 Fabric Maintenance 394

29.1 Maintenance implications of building structures 39429.2 Fabric maintenance programmes 39429.3 Internal and external finishes 395

Contents xix

29.4 External walls and building envelope 39829.5 Guttering and rain downpipes 399

30 Energy Management 401

30.1 Introduction 40130.2 Energy consumption 40130.3 Energy efficient building designs 40230.4 Energy management 40230.5 Carbon footprint 40430.6 Choice of fuel 40430.7 Electricity 40530.8 Combined heat and power (CHP) systems 40730.9 Renewable energy sources 40730.10 Gas 40930.11 Energy monitoring 41130.12 Metering 41130.13 Investment 41330.14 Energy policy 41430.15 CRC Energy Efficiency Scheme 41430.16 Greenhouse Gas Emissions

(Directors’ Reports) Regulations 2013 41530.17 Carbon Trust Standard 41630.18 Energy Standard – ISO 50001 41630.19 Energy Audit Standard 41630.20 PAS 2060 41730.21 Legislation 41730.22 Building Regulations 41830.23 Building Energy Performance Directive (EPBD) 41830.24 Energy Performance Certificates (EPC) 41930.25 Display Energy Certificates (DEC) 41930.26 Feed in Tariff (FIT) 42030.27 Renewable Heat Incentive (RHI) 420

31 Front of House 422

31.1 Reception services 42231.2 The first impression 42231.3 The welcome process 42231.4 Welcome formalities 42331.5 Managing visitor expectations 42331.6 Best practice 42431.7 Customer service 42431.8 Customer satisfaction 42531.9 Visiting groups 42531.10 Meet and greet service 42631.11 Styles of welcome and reception service 42631.12 Welcome boards 42731.13 Remote entry points 427

xx Contents

31.14 The goodbye 42731.15 Reception service standards 42831.16 Corporate duty of care 42831.17 Recording visitor information 43031.18 Display of company signage 43131.19 Visitor risk assessments 43231.20 Fire precautions in the reception area 43231.21 CCTV surveillance 43331.22 Trespassing and theft 43331.23 Switchboard services 43431.24 Room booking services 435

32 Housekeeping and Cleaning Services 437

32.1 Cleaning services 43732.2 Cleaning methods 43832.3 Cleaning standards 43932.4 Cleaning specifications 44032.5 Cleaning costs 44032.6 Advantages and disadvantages of contract cleaning 44332.7 Staff 44332.8 Daytime cleaning 44432.9 Equipment 44432.10 Microfibre materials 44432.11 Ionators and Active Water 44532.12 Cleaning chemicals 44632.13 Detergents 44632.14 Properties of detergents 44732.15 Types of detergent 44732.16 Sealants 45032.17 Solvents 45232.18 Example contract cleaning specification 45332.19 Checklist 456

33 Security Management 457

33.1 Introduction 45733.2 Security strategy 45733.3 Contract security services 45833.4 Licensed security roles 45833.5 Increased importance 45933.6 Contractor selection 45933.7 Service standards 46033.8 Site survey and analysis 46133.9 Assignment instructions (AIs) 46133.10 Access control 46233.11 Structure of buildings 46233.12 Control concepts 46333.13 Access control system design 463

Contents xxi

33.14 Manned access control 46433.15 Access log or register 46533.16 Entry to interior or restricted areas 46533.17 Vehicle control 46533.18 Equipment control 46633.19 Asset tagging 46633.20 Door security 46633.21 Door furniture 46633.22 Windows 46933.23 Electronic access control systems 47033.24 Components in electronic systems 47033.25 Advantages and disadvantages of electronic systems 47233.26 Training 47333.27 Special considerations 47433.28 Disability discrimination 474

34 Customer Relations 475

34.1 The importance of good service delivery 47534.2 Customer care 47534.3 Customer service 47634.4 Communication 47634.5 Service delivery requirements 47734.6 Analysis tools 47734.7 Questionnaires 47834.8 User groups 47834.9 Mystery shopping 47834.10 Critical service features 47834.11 Gap analysis 47934.12 Service quality (SERVQUAL) 47934.13 Internal customer service 48034.14 FM Helpdesk 48134.15 Service level agreements (SLAs) 48434.16 Service standards 484

35 Waste Management 486

35.1 Introduction 48635.2 Waste management policy 48735.3 Waste management structure 48835.4 Waste management procedures 48835.5 Duty of care 48835.6 Waste minimisation 48935.7 Building design 49035.8 Operational buildings 49035.9 Business activities and business processes 49135.10 Product labelling 49135.11 Recycling 49135.12 Anaerobic Digestion (AD) 492

xxii Contents

35.13 Waste to Energy (WTE) 49235.14 Waste product database 49235.15 Waste classification 49335.16 Waste management audits 49435.17 Targets 49535.18 Landfill 49635.19 Legislation 496

36 Catering and Hospitality Services 499

36.1 Introduction 49936.2 Contracted-out catering services 50036.3 Contract types 50136.4 Catering strategy 50436.5 Catering objectives 50436.6 Catering specification 50536.7 Catering costs 50736.8 Catering services review 50936.9 Food hygiene and safety 51236.10 Legislation 513

37 Quality Management 514

37.1 Quality 51437.2 Quality management (QM) 51437.3 Continuous improvement 51537.4 Lean 51637.5 Quality systems and procedures 51637.6 Total quality management 51637.7 Business Excellence Model – European Foundation

of Quality Management 51837.8 Six Sigma 51937.9 Quality standards and accreditation schemes 51937.10 Standards 52037.11 Benchmarking 52437.12 FM benchmarking 526

38 Document Management Services 530

38.1 Corporate information 53038.2 Document management 53038.3 Mail 53138.4 Reprographics 53538.5 Photocopiers 53538.6 Printers 53838.7 Multi-function devices (MFDs) 53938.8 Facsimile (fax) machines 54038.9 Electronic document management system (EDMS) 54038.10 Audio visual equipment 54138.11 Archives 542

Contents xxiii

39 Sustainability and Environmental Issues 543

39.1 Introduction 54339.2 Historical overview 54339.3 Definitions 54539.4 Earth’s Resources 54639.5 Ecological footprint 54639.6 One Planet Living Principles 54739.7 FM’s role 54739.8 Environmental Impacts 54839.9 History of CSR 55539.10 CSR responsibilities 55639.11 CSR Standards 56039.12 Measuring CSR 56139.13 Benchmarking CSR 56339.14 CSR and Environmental Policy 563

Index 565

xxv

AC air conditioningAC/DC alternating current/direct currentACM asbestos-containing materialACoP Approved Code of PracticeACPO Association of Chief Police OfficersACPOS Association of Chief Police Officers ScotlandACT advanced corporation taxAD anaerobic digestionADSL asymmetric digital subscriber lineAFM Association of Facilities ManagersAGA Authorised Guarantee AgreementAHU air handling unitAI Assignment InstructionAIB asbestos insulating boardAMR automatic meter readerASCII American Standard Code for Information InterchangeASHRAE American Society of Heating, Refrigerating and Air-Conditioning

EngineersAVAB Automatic Vending Association of BritainBACS British Association for Chemical SpecialitiesBALI British Association of Landscape IndustriesBCM business continuity managementBCP business continuity planning/planBE built environmentBIA Business Impact AnalysisBICSc British Institute of Cleaning ScienceBIFM British Institute of Facilities ManagementBITC Business in the CommunityBMI building maintenance information or building maintenance indexBMS building management systemBOO build, own, operateBOT build, operate, transferBPA British Parking AssociationBRE Building Research EstablishmentBREEAM Building Research Establishment Environmental Assessment

MethodB&ES Building and Engineering Services AssociationBS British StandardBSI British Standards InstituteBSIA British Security Industry AssociationBSRIA Building Services Research and Information AssociationBV Best Value

list of abbreviations

xxvi List of Abbreviations

BVPP Best Value Performance PlanCAD computer-aided drafting/designCAFM computer-aided facilities managementCAR Control of Asbestos RegulationsCAWR Control of Asbestos at Work Regulations 2006CBA cost benefit analysisCBM condition based maintenanceCCIA Computer Communications Industry AssociationCCITT Comité Consultatif Internationale de Télégraphique et TéléphoniqueCCTV closed circuit televisionCEA cost effectiveness analysisCD compact discCDG – CPL Carriage of Dangerous Goods – Classification Packaging

and Labelling RegulationsCDM Construction Design and Management RegulationsCEA cost effectiveness analysisCFM Centre for Facilities ManagementCHAS Contractors Health and Safety Assessment SchemeCHIP Chemicals (Hazard Information and Packaging or Supply)

RegulationsCHP combined heat and powerCIAT Chartered Institute of Architectural TechnologistsCIBSE Chartered Institution of Building Services EngineeringCIOB Chartered Institute of BuildingCIPS Chartered Institute of Purchasing and Supply ManagementCIS Construction Industry SchemeCITES Convention on International Trade of Endangered SpeciesCMMS computer-based maintenance management systemCOSHH control of substances hazardous to healthCPA critical path analysiscps characters per secondCPSS Cleaning Professional’s Skills SuiteCPU central processing unitCRC Carbon Reduction CommitmentCRM customer relationship managementCSR corporate social responsibilityCV constant volumeDBFO design, build, finance, operateDCF discounted cash flowDCLG Department of Communities and Local GovernmentDCMF design, construct, manage, financeDDA Disability Discrimination ActDEC Display Energy CertificateDECC Department of Energy and Climate ChangeDECT Digital Enhanced Cordless TelecommunicationsDHWS Domestic Hot Water SystemDNO distribution network operatorDOB Daily Occurrence Book or Date of BirthDoE Department of Environment in Northern Ireland

List of Abbreviations xxvii

DPC damp proof courseDSL digital subscriber lineEA Environment AgencyECA enhanced capital allowanceEDMS electronic document management systemEfW energy from wasteEFQM European Foundation of Quality ManagementEHO Environmental Health OfficerEIA Electronic Industries AssociationEIA/TIA Electronic Industry Association/Telecommunications Industry

AssociationEMI electromagnetic interferenceEMS Electromagnetic screenEPBD Building Energy Performance DirectiveEPC Energy Performance CertificateERP enterprise resource planningEU European UnionFAQs frequently asked questionsFCSI Food Service Consultants Society InternationalFF&E fittings, furniture and equipmentFFI fees for interventionFIT feed-in tariffFM Facilities Management or Facilities ManagerFMA Facilities Management AssociationFMI Facility Management InstituteFTSE Financial Times Stock ExchangeGCW General Contract WorksGDO General Development OrderGDP Gross Domestic ProductGEA gross external areaGHG greenhouse gasesGIA gross internal areaGPRS general packet radio serviceGPS global positioning systemGRI global reporting initiativeGSM global system for mobile communicationHACCP hazard analysis of critical control pointsHCIMA Hotel and Catering International Management AssociationHIV human immunodeficiency virusHMIP Her Majesty’s Inspectorate of PollutionHMRC Her Majesty’s Revenue & CustomsHQ head quartersHR Human ResourcesHSE Health and Safety ExecutiveHVAC heating, ventilation, air conditioning systemsIAM Institute of Administrative ManagementIBM International Business MachinesICA Institute of Chartered AccountantsICE Institute of Civil Engineers

xxviii List of Abbreviations

ICF Intelligent Client FunctionIDC IBM data connectorIEE Institute of Electrical Engineers, now part of the IETIEEE Institute of Electrical and Electronics EngineersIET Institute of Engineering & TechnologyIFM Institute of Facilities Management or integrated facilities

managementIFMA International Facility Management AssociationIFRS International Financial Reporting StandardsIiP Investors in PeopleIOSH Institute of Occupational Safety and HealthIP internet protocolIPC integrated pollution controlIPPC Integrated Pollution Prevention ControlIPSA International Professional Security AssociationIPSOTEK Intelligent Pedestrian Observation TechnologiesIRR internal rate of returnISA Individual Savings AccountISDN integrated services digital networkISO/IEC International Organisation for Standardisation/International

Electrotechnical CommissionISP internet service providerIStructE Institute of Structural EngineersIT information technologyITU-T International Telecommunications UnionJCT Joint Contract TribunalKPI key performance indicatorLA local authorityLAN local area networkLCC life-cycle costingLCD liquid crystal displayLCR least cost routingLEED Leadership in Energy and Environmental DesignLEO low earth orbitLNG liquefied natural gasLOLER Lift Operations and Lifting Equipment RegulationsLPA local planning authorityLPG liquefied petroleum gasLTM long term maintenanceM&E mechanical and electricalMDHS method for determining hazardous substancesMEL maximum exposure limitsMERS most economical route selectionMFD multi-function deviceMICC mineral insulated copper cableMIS management information systemMMS multimedia servicesMOU memorandum of understandingMS Microsoft