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Total Facility Management

Total Facility Management

Fourth Edition

Brian AtkinThe Facilities Society UK

Adrian BrooksGVA Acuity Limited UK

This edition first published 2015copy 2000 by The Further Education Funding Council and Blackwell Science Ltd ndash First editioncopy 2005 B Atkin amp A Brooks ndash Second editioncopy 2009 B Atkin amp A Brooks ndash Third edition copy 2015 John Wiley amp Sons Ltd ndash Fourth edition

Registered OfficeJohn Wiley amp Sons Ltd The Atrium Southern Gate Chichester West Sussex PO19 8SQ United Kingdom

Editorial Offices9600 Garsington Road Oxford OX4 2DQ United KingdomThe Atrium Southern Gate Chichester West Sussex PO19 8SQ United Kingdom

For details of our global editorial offices for customer services and for information about how to apply for permission to reuse the copyright material in this book please see our website at wwwwileycomwiley-blackwell

The right of the author to be identified as the author of this work has been asserted in accordance with the UK Copyright Designs and Patents Act 1988

All rights reserved No part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise except as permitted by the UK Copyright Designs and Patents Act 1988 without the prior permission of the publisher

Designations used by companies to distinguish their products are often claimed as trademarks All brand names and product names used in this book are trade names service marks trademarks or registered trademarks of their respective owners The publisher is not associated with any product or vendor mentioned in this book

Limit of LiabilityDisclaimer of Warranty While the publisher and author(s) have used their best efforts in preparing this book they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose It is sold on the understanding that the publisher is not engaged in rendering professional services and neither the publisher nor the author shall be liable for damages arising herefrom If professional advice or other expert assistance is required the services of a competent professional should be sought

Library of Congress Cataloging-in-Publication Data

Atkin Brian [Total facilities management] Total facility management Brian Atkin and Adrian Brooks ndash Fourth edition pages cm Includes index ISBN 978-1-118-65538-2 (pbk)1 Real estate management 2 Facility management 3 Building management I Brooks Adrian II Title HD1394A86 2014 6582ndashdc23

2014020680

A 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 Cover photo taken from the Science and Engineering Centre at Queensland University of Technology Brisbane Cover photo courtesy of Brian Atkin the author

Set in 1012pt Minion by SPi Publisher Services Pondicherry India

1 2015

Total Facility Management

Total Facility Management

Fourth Edition

Brian AtkinThe Facilities Society UK

Adrian BrooksGVA Acuity Limited UK

This edition first published 2015copy 2000 by The Further Education Funding Council and Blackwell Science Ltd ndash First editioncopy 2005 B Atkin amp A Brooks ndash Second editioncopy 2009 B Atkin amp A Brooks ndash Third edition copy 2015 John Wiley amp Sons Ltd ndash Fourth edition

Registered OfficeJohn Wiley amp Sons Ltd The Atrium Southern Gate Chichester West Sussex PO19 8SQ United Kingdom

Editorial Offices9600 Garsington Road Oxford OX4 2DQ United KingdomThe Atrium Southern Gate Chichester West Sussex PO19 8SQ United Kingdom

For details of our global editorial offices for customer services and for information about how to apply for permission to reuse the copyright material in this book please see our website at wwwwileycomwiley-blackwell

The right of the author to be identified as the author of this work has been asserted in accordance with the UK Copyright Designs and Patents Act 1988

All rights reserved No part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise except as permitted by the UK Copyright Designs and Patents Act 1988 without the prior permission of the publisher

Designations used by companies to distinguish their products are often claimed as trademarks All brand names and product names used in this book are trade names service marks trademarks or registered trademarks of their respective owners The publisher is not associated with any product or vendor mentioned in this book

Limit of LiabilityDisclaimer of Warranty While the publisher and author(s) have used their best efforts in preparing this book they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose It is sold on the understanding that the publisher is not engaged in rendering professional services and neither the publisher nor the author shall be liable for damages arising herefrom If professional advice or other expert assistance is required the services of a competent professional should be sought

Library of Congress Cataloging-in-Publication Data

Atkin Brian [Total facilities management] Total facility management Brian Atkin and Adrian Brooks ndash Fourth edition pages cm Includes index ISBN 978-1-118-65538-2 (pbk)1 Real estate management 2 Facility management 3 Building management I Brooks Adrian II Title HD1394A86 2014 6582ndashdc23

2014020680

A 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 Cover photo taken from the Science and Engineering Centre at Queensland University of Technology Brisbane Cover photo courtesy of Brian Atkin the author

Set in 1012pt Minion by SPi Publisher Services Pondicherry India

1 2015

Total Facility Management

Fourth Edition

Brian AtkinThe Facilities Society UK

Adrian BrooksGVA Acuity Limited UK

This edition first published 2015copy 2000 by The Further Education Funding Council and Blackwell Science Ltd ndash First editioncopy 2005 B Atkin amp A Brooks ndash Second editioncopy 2009 B Atkin amp A Brooks ndash Third edition copy 2015 John Wiley amp Sons Ltd ndash Fourth edition

Registered OfficeJohn Wiley amp Sons Ltd The Atrium Southern Gate Chichester West Sussex PO19 8SQ United Kingdom

Editorial Offices9600 Garsington Road Oxford OX4 2DQ United KingdomThe Atrium Southern Gate Chichester West Sussex PO19 8SQ United Kingdom

For details of our global editorial offices for customer services and for information about how to apply for permission to reuse the copyright material in this book please see our website at wwwwileycomwiley-blackwell

The right of the author to be identified as the author of this work has been asserted in accordance with the UK Copyright Designs and Patents Act 1988

All rights reserved No part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise except as permitted by the UK Copyright Designs and Patents Act 1988 without the prior permission of the publisher

Designations used by companies to distinguish their products are often claimed as trademarks All brand names and product names used in this book are trade names service marks trademarks or registered trademarks of their respective owners The publisher is not associated with any product or vendor mentioned in this book

Limit of LiabilityDisclaimer of Warranty While the publisher and author(s) have used their best efforts in preparing this book they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose It is sold on the understanding that the publisher is not engaged in rendering professional services and neither the publisher nor the author shall be liable for damages arising herefrom If professional advice or other expert assistance is required the services of a competent professional should be sought

Library of Congress Cataloging-in-Publication Data

Atkin Brian [Total facilities management] Total facility management Brian Atkin and Adrian Brooks ndash Fourth edition pages cm Includes index ISBN 978-1-118-65538-2 (pbk)1 Real estate management 2 Facility management 3 Building management I Brooks Adrian II Title HD1394A86 2014 6582ndashdc23

2014020680

A 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 Cover photo taken from the Science and Engineering Centre at Queensland University of Technology Brisbane Cover photo courtesy of Brian Atkin the author

Set in 1012pt Minion by SPi Publisher Services Pondicherry India

1 2015

This edition first published 2015copy 2000 by The Further Education Funding Council and Blackwell Science Ltd ndash First editioncopy 2005 B Atkin amp A Brooks ndash Second editioncopy 2009 B Atkin amp A Brooks ndash Third edition copy 2015 John Wiley amp Sons Ltd ndash Fourth edition

Registered OfficeJohn Wiley amp Sons Ltd The Atrium Southern Gate Chichester West Sussex PO19 8SQ United Kingdom

Editorial Offices9600 Garsington Road Oxford OX4 2DQ United KingdomThe Atrium Southern Gate Chichester West Sussex PO19 8SQ United Kingdom

For details of our global editorial offices for customer services and for information about how to apply for permission to reuse the copyright material in this book please see our website at wwwwileycomwiley-blackwell

The right of the author to be identified as the author of this work has been asserted in accordance with the UK Copyright Designs and Patents Act 1988

All rights reserved No part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise except as permitted by the UK Copyright Designs and Patents Act 1988 without the prior permission of the publisher

Designations used by companies to distinguish their products are often claimed as trademarks All brand names and product names used in this book are trade names service marks trademarks or registered trademarks of their respective owners The publisher is not associated with any product or vendor mentioned in this book

Limit of LiabilityDisclaimer of Warranty While the publisher and author(s) have used their best efforts in preparing this book they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose It is sold on the understanding that the publisher is not engaged in rendering professional services and neither the publisher nor the author shall be liable for damages arising herefrom If professional advice or other expert assistance is required the services of a competent professional should be sought

Library of Congress Cataloging-in-Publication Data

Atkin Brian [Total facilities management] Total facility management Brian Atkin and Adrian Brooks ndash Fourth edition pages cm Includes index ISBN 978-1-118-65538-2 (pbk)1 Real estate management 2 Facility management 3 Building management I Brooks Adrian II Title HD1394A86 2014 6582ndashdc23

2014020680

A 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 Cover photo taken from the Science and Engineering Centre at Queensland University of Technology Brisbane Cover photo courtesy of Brian Atkin the author

Set in 1012pt Minion by SPi Publisher Services Pondicherry India

1 2015

Contents

Preface to the Fourth Edition x

Abbreviations xii

Introduction 1The organization 1The customer as end-user 1Principles process and procedures 2

1 Fundamentals 3Key issues 3Introduction 4Background 4Key concepts 8Other concepts 13Key roles responsibilities and accountabilities 15Core competence in facility management 16Conclusions 17Checklist 18

2 Facility planning 19Key issues 19Introduction 20Real estate management 21The own lease or rent decision 21The totally serviced workplace 22Space management 23Space utilization and efficiency 24Design and facility management briefing 26The feasibility study 34Design development 35Stakeholders 36Risks and opportunities 39Conclusions 39Checklist 40

vi Contents

3 Facility management strategy 42Key issues 42Introduction 43The business context 44Business drivers and constraints 45Organizational management levels 46Cross-cultural management 47Strategy formulation 48Strategic analysis 50Solution development 53Strategy implementation 55Conclusions 57Checklist 57

4 Human resources management 59Key issues 59Introduction 60Personnel management 60Conclusions 66Checklist 66

5 Workplace productivity 68Key issues 68Introduction 69Measuring productivity 69Sick building syndrome 76Design issues 77Unconventional working arrangements 78Conclusions 83Checklist 83

6 Health safety and security 85Key issues 85Introduction 86Health safety and security policy 87Zero accidents 88Occupational health and safety 88Compliance 89Hazard and risk assessment 92Security and well-being 93Conclusions 95Checklist 95

7 The outsourcing decision 97Key issues 97Introduction 98Establishing the baseline 99Attributes of service provision 105

Contents vii

Options for service delivery 109Evaluating options 116Conclusions 118Checklist 118

8 Procurement 120Key issues 120Introduction 121The procurement process 122Centralized versus decentralized procurement 123Procurement policy and procedures 124Roles responsibilities and accountabilities 126Prequalification of service providers 126Request for proposals or tender 131Tendering 140Financial close 142Conclusions 145Checklist 145

9 Service delivery 147Key issues 147Introduction 148The internal customer as end-user 149Insourcing 150The in-house team 150External service providers 151Mobilization 152Contract management 155Conclusions 162Checklist 162

10 Specialist services and partnership 164Key issues 164Introduction 165ICT services 166Health-care services 169Security and protection services 170Custodial services 170Professional services 171Performance and SLAs 172Risk insurance and indemnities 172Supplier management 173Collaborative relationships 174Publicndashprivate partnerships (PPPs) 179Facility management and private-sector participation 187Conclusions 189Checklist 190

viii Contents

11 Performance management 192Key issues 192Introduction 193Quality or performance 194The post-implementation review 194Post-occupancy evaluation (POE) 195The service review 196Updating service specifications and SLAs 199Performance measurement 199Benchmarking 208Beyond benchmarking 214The quality system 215Conclusions 216Checklist 216

12 Maintenance management 219Key issues 219Introduction 220The maintenance strategy 221The maintenance policy 221Maintenance planning 222Maintenance methods 227Building logbooks 231Permits and approvals 232Inspections 232Building services engineering installations 233Manuals registers and inventories 236Maintenance management system 238Conclusions 239Checklist 240

13 Sustainable facilities 242Key issues 242Introduction 243Sustainable development 244Environmental management 245Corporate social responsibility (CSR) 247Zero carbon 248Whole-life carbon 248Environmental performance and energy efficiency 250The building energy management system 251Managing water resources 251Managing waste 252Management and end-user responsibilities 253Technology-enhanced facilities 253Innovative workplaces and housing 260Conclusions 270Checklist 271

Contents ix

14 Change management 273Key issues 273Introduction 274Transition 275Managing change 292Organizational change 292Innovation research and development 296Conclusions 298Checklist 299

15 Information management 301Key issues 301Introduction 302Managing information 303The facility handbook 310The facility user guide 311Information and data 311Information handover 323Building information models (BIMs) 324Systems and interfaces 327Conclusions 329Checklist 330

Appendices 332A Glossary 332B Prevention of fraud and irregularity 355C Risks involved in outsourcing 361D Contract provisions 363E Typical sections of an SLA 366

Bibliography 367

References 369

Index 372

Preface to the Fourth Edition

Facility management has progressed by leaps and bounds since we published the first edition back in 2000 In many countries the subject and discipline could then be fairly described as in a formative stage of development Defining the scope of the first edition to provide a coherent account of the subject was a challenge The success of that first edition led to two major revisions and now this fourth edition It represents a rethinking of our approach and what we presently consider to be within scope yet it retains those elements that our readers and reviewers have told us they value most

The fourth edition consolidates current best practice defines and devel-ops emergent areas and offers a pathway for the future development of facility management The body of knowledge that this new edition represents benefits from the publication of several national and international standards none of which were around for the earlier editions The structure and content aligns with these standards to provide readers and their organizations with a compre-hensive 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)

Facility management has become an internationally recognized discipline a major sector and the means by which organizations are able to think glob-ally and act locally Primarily for this reason we have adopted a minor change to the title of this new edition but the ethos and style of our work remains true to the previous editions and our original aim which was to develop the subject and discipline through a thorough treatment of concepts practices and issues We believe this new edition will continue to support individuals at all levels whether encountering the subject for the first time or looking for answers to questions of strategic importance as well as those of operational necessity

This new edition has been prepared for a worldwide market Whilst every care has been taken in its drafting it is not possible to cover or anticipate legislation or indeed other requirements prevailing in the readerrsquos location It is for the reader to ascertain the relevance of any such legislation or other requirements and the need for legal or other specialist advice

Preface to the Fourth Edition xi

Finally we must express our appreciation to a number of individuals who have contributed their expertise Our sincere thanks go to Roine Leiringer Robert Wing Rachel Stewart Martin Hooper and Stefan Olander

Brian Atkin Reading

Adrian Brooks London

Abbreviations

AEC architecture engineering and constructionASHRAE American Society of Heating Refrigerating and Air-Conditioning

EngineersBIM building information modellingBIMs building information modelsBEMS building energy management systemBMS building management systemBPR business process re-engineeringBREEAM Building Research Establishment Environmental Assessment

MethodCAD computer-aided designCAFM computer-aided facility managementCAPEX capital expenditureCCTV closed circuit televisionCO2-eq carbon (dioxide) equivalentCMMS computerized maintenance management systemCOBie Construction Operations Building information exchangeCPD continuing professional developmentCPE continuing professional educationCREM corporate real estate managementCSF critical success factorCSR corporate social responsibilityDBFO design build finance and operateEDI electronic data interchangeERP enterprise resource planningFM facility management or facilities managementGPS global positioning systemHRM human resources managementHSSE health safety security and the environmentHVAC heating ventilating and air-conditioningICT information and communications technologyIFC Industry Foundation ClassesIFMA International Facility Management AssociationKPI key performance indicatorLEED Leadership in Energy and Environmental DesignMVD model view definition

Abbreviations xiii

OLA operating level agreementOPEX operational expenditurePEST political economic social and technologicalPPE personal protective equipmentPPM planned preventive maintenancePPP publicndashprivate partnershipRASCI responsible accountable supported consulted and informedRCM reliability centred maintenanceRFI request for informationRFID radio frequency identificationSBS sick building syndromeSLA service level agreementSMEs small and medium-sized enterprisesSPV special purpose vehicleSQL structured query languageSWOT strengths weaknesses opportunities and threatsTCO total cost of ownershipTFM total facility managementTPM total productive maintenance

vi Contents

3 Facility management strategy 42Key issues 42Introduction 43The business context 44Business drivers and constraints 45Organizational management levels 46Cross-cultural management 47Strategy formulation 48Strategic analysis 50Solution development 53Strategy implementation 55Conclusions 57Checklist 57

4 Human resources management 59Key issues 59Introduction 60Personnel management 60Conclusions 66Checklist 66

5 Workplace productivity 68Key issues 68Introduction 69Measuring productivity 69Sick building syndrome 76Design issues 77Unconventional working arrangements 78Conclusions 83Checklist 83

6 Health safety and security 85Key issues 85Introduction 86Health safety and security policy 87Zero accidents 88Occupational health and safety 88Compliance 89Hazard and risk assessment 92Security and well-being 93Conclusions 95Checklist 95

7 The outsourcing decision 97Key issues 97Introduction 98Establishing the baseline 99Attributes of service provision 105

Contents vii

Options for service delivery 109Evaluating options 116Conclusions 118Checklist 118

8 Procurement 120Key issues 120Introduction 121The procurement process 122Centralized versus decentralized procurement 123Procurement policy and procedures 124Roles responsibilities and accountabilities 126Prequalification of service providers 126Request for proposals or tender 131Tendering 140Financial close 142Conclusions 145Checklist 145

9 Service delivery 147Key issues 147Introduction 148The internal customer as end-user 149Insourcing 150The in-house team 150External service providers 151Mobilization 152Contract management 155Conclusions 162Checklist 162

10 Specialist services and partnership 164Key issues 164Introduction 165ICT services 166Health-care services 169Security and protection services 170Custodial services 170Professional services 171Performance and SLAs 172Risk insurance and indemnities 172Supplier management 173Collaborative relationships 174Publicndashprivate partnerships (PPPs) 179Facility management and private-sector participation 187Conclusions 189Checklist 190

viii Contents

11 Performance management 192Key issues 192Introduction 193Quality or performance 194The post-implementation review 194Post-occupancy evaluation (POE) 195The service review 196Updating service specifications and SLAs 199Performance measurement 199Benchmarking 208Beyond benchmarking 214The quality system 215Conclusions 216Checklist 216

12 Maintenance management 219Key issues 219Introduction 220The maintenance strategy 221The maintenance policy 221Maintenance planning 222Maintenance methods 227Building logbooks 231Permits and approvals 232Inspections 232Building services engineering installations 233Manuals registers and inventories 236Maintenance management system 238Conclusions 239Checklist 240

13 Sustainable facilities 242Key issues 242Introduction 243Sustainable development 244Environmental management 245Corporate social responsibility (CSR) 247Zero carbon 248Whole-life carbon 248Environmental performance and energy efficiency 250The building energy management system 251Managing water resources 251Managing waste 252Management and end-user responsibilities 253Technology-enhanced facilities 253Innovative workplaces and housing 260Conclusions 270Checklist 271

Contents ix

14 Change management 273Key issues 273Introduction 274Transition 275Managing change 292Organizational change 292Innovation research and development 296Conclusions 298Checklist 299

15 Information management 301Key issues 301Introduction 302Managing information 303The facility handbook 310The facility user guide 311Information and data 311Information handover 323Building information models (BIMs) 324Systems and interfaces 327Conclusions 329Checklist 330

Appendices 332A Glossary 332B Prevention of fraud and irregularity 355C Risks involved in outsourcing 361D Contract provisions 363E Typical sections of an SLA 366

Bibliography 367

References 369

Index 372

Preface to the Fourth Edition

Facility management has progressed by leaps and bounds since we published the first edition back in 2000 In many countries the subject and discipline could then be fairly described as in a formative stage of development Defining the scope of the first edition to provide a coherent account of the subject was a challenge The success of that first edition led to two major revisions and now this fourth edition It represents a rethinking of our approach and what we presently consider to be within scope yet it retains those elements that our readers and reviewers have told us they value most

The fourth edition consolidates current best practice defines and devel-ops emergent areas and offers a pathway for the future development of facility management The body of knowledge that this new edition represents benefits from the publication of several national and international standards none of which were around for the earlier editions The structure and content aligns with these standards to provide readers and their organizations with a compre-hensive 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)

Facility management has become an internationally recognized discipline a major sector and the means by which organizations are able to think glob-ally and act locally Primarily for this reason we have adopted a minor change to the title of this new edition but the ethos and style of our work remains true to the previous editions and our original aim which was to develop the subject and discipline through a thorough treatment of concepts practices and issues We believe this new edition will continue to support individuals at all levels whether encountering the subject for the first time or looking for answers to questions of strategic importance as well as those of operational necessity

This new edition has been prepared for a worldwide market Whilst every care has been taken in its drafting it is not possible to cover or anticipate legislation or indeed other requirements prevailing in the readerrsquos location It is for the reader to ascertain the relevance of any such legislation or other requirements and the need for legal or other specialist advice

Preface to the Fourth Edition xi

Finally we must express our appreciation to a number of individuals who have contributed their expertise Our sincere thanks go to Roine Leiringer Robert Wing Rachel Stewart Martin Hooper and Stefan Olander

Brian Atkin Reading

Adrian Brooks London

Abbreviations

AEC architecture engineering and constructionASHRAE American Society of Heating Refrigerating and Air-Conditioning

EngineersBIM building information modellingBIMs building information modelsBEMS building energy management systemBMS building management systemBPR business process re-engineeringBREEAM Building Research Establishment Environmental Assessment

MethodCAD computer-aided designCAFM computer-aided facility managementCAPEX capital expenditureCCTV closed circuit televisionCO2-eq carbon (dioxide) equivalentCMMS computerized maintenance management systemCOBie Construction Operations Building information exchangeCPD continuing professional developmentCPE continuing professional educationCREM corporate real estate managementCSF critical success factorCSR corporate social responsibilityDBFO design build finance and operateEDI electronic data interchangeERP enterprise resource planningFM facility management or facilities managementGPS global positioning systemHRM human resources managementHSSE health safety security and the environmentHVAC heating ventilating and air-conditioningICT information and communications technologyIFC Industry Foundation ClassesIFMA International Facility Management AssociationKPI key performance indicatorLEED Leadership in Energy and Environmental DesignMVD model view definition

Abbreviations xiii

OLA operating level agreementOPEX operational expenditurePEST political economic social and technologicalPPE personal protective equipmentPPM planned preventive maintenancePPP publicndashprivate partnershipRASCI responsible accountable supported consulted and informedRCM reliability centred maintenanceRFI request for informationRFID radio frequency identificationSBS sick building syndromeSLA service level agreementSMEs small and medium-sized enterprisesSPV special purpose vehicleSQL structured query languageSWOT strengths weaknesses opportunities and threatsTCO total cost of ownershipTFM total facility managementTPM total productive maintenance

Contents vii

Options for service delivery 109Evaluating options 116Conclusions 118Checklist 118

8 Procurement 120Key issues 120Introduction 121The procurement process 122Centralized versus decentralized procurement 123Procurement policy and procedures 124Roles responsibilities and accountabilities 126Prequalification of service providers 126Request for proposals or tender 131Tendering 140Financial close 142Conclusions 145Checklist 145

9 Service delivery 147Key issues 147Introduction 148The internal customer as end-user 149Insourcing 150The in-house team 150External service providers 151Mobilization 152Contract management 155Conclusions 162Checklist 162

10 Specialist services and partnership 164Key issues 164Introduction 165ICT services 166Health-care services 169Security and protection services 170Custodial services 170Professional services 171Performance and SLAs 172Risk insurance and indemnities 172Supplier management 173Collaborative relationships 174Publicndashprivate partnerships (PPPs) 179Facility management and private-sector participation 187Conclusions 189Checklist 190

viii Contents

11 Performance management 192Key issues 192Introduction 193Quality or performance 194The post-implementation review 194Post-occupancy evaluation (POE) 195The service review 196Updating service specifications and SLAs 199Performance measurement 199Benchmarking 208Beyond benchmarking 214The quality system 215Conclusions 216Checklist 216

12 Maintenance management 219Key issues 219Introduction 220The maintenance strategy 221The maintenance policy 221Maintenance planning 222Maintenance methods 227Building logbooks 231Permits and approvals 232Inspections 232Building services engineering installations 233Manuals registers and inventories 236Maintenance management system 238Conclusions 239Checklist 240

13 Sustainable facilities 242Key issues 242Introduction 243Sustainable development 244Environmental management 245Corporate social responsibility (CSR) 247Zero carbon 248Whole-life carbon 248Environmental performance and energy efficiency 250The building energy management system 251Managing water resources 251Managing waste 252Management and end-user responsibilities 253Technology-enhanced facilities 253Innovative workplaces and housing 260Conclusions 270Checklist 271

Contents ix

14 Change management 273Key issues 273Introduction 274Transition 275Managing change 292Organizational change 292Innovation research and development 296Conclusions 298Checklist 299

15 Information management 301Key issues 301Introduction 302Managing information 303The facility handbook 310The facility user guide 311Information and data 311Information handover 323Building information models (BIMs) 324Systems and interfaces 327Conclusions 329Checklist 330

Appendices 332A Glossary 332B Prevention of fraud and irregularity 355C Risks involved in outsourcing 361D Contract provisions 363E Typical sections of an SLA 366

Bibliography 367

References 369

Index 372

Preface to the Fourth Edition

Facility management has progressed by leaps and bounds since we published the first edition back in 2000 In many countries the subject and discipline could then be fairly described as in a formative stage of development Defining the scope of the first edition to provide a coherent account of the subject was a challenge The success of that first edition led to two major revisions and now this fourth edition It represents a rethinking of our approach and what we presently consider to be within scope yet it retains those elements that our readers and reviewers have told us they value most

The fourth edition consolidates current best practice defines and devel-ops emergent areas and offers a pathway for the future development of facility management The body of knowledge that this new edition represents benefits from the publication of several national and international standards none of which were around for the earlier editions The structure and content aligns with these standards to provide readers and their organizations with a compre-hensive 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)

Facility management has become an internationally recognized discipline a major sector and the means by which organizations are able to think glob-ally and act locally Primarily for this reason we have adopted a minor change to the title of this new edition but the ethos and style of our work remains true to the previous editions and our original aim which was to develop the subject and discipline through a thorough treatment of concepts practices and issues We believe this new edition will continue to support individuals at all levels whether encountering the subject for the first time or looking for answers to questions of strategic importance as well as those of operational necessity

This new edition has been prepared for a worldwide market Whilst every care has been taken in its drafting it is not possible to cover or anticipate legislation or indeed other requirements prevailing in the readerrsquos location It is for the reader to ascertain the relevance of any such legislation or other requirements and the need for legal or other specialist advice

Preface to the Fourth Edition xi

Finally we must express our appreciation to a number of individuals who have contributed their expertise Our sincere thanks go to Roine Leiringer Robert Wing Rachel Stewart Martin Hooper and Stefan Olander

Brian Atkin Reading

Adrian Brooks London

Abbreviations

AEC architecture engineering and constructionASHRAE American Society of Heating Refrigerating and Air-Conditioning

EngineersBIM building information modellingBIMs building information modelsBEMS building energy management systemBMS building management systemBPR business process re-engineeringBREEAM Building Research Establishment Environmental Assessment

MethodCAD computer-aided designCAFM computer-aided facility managementCAPEX capital expenditureCCTV closed circuit televisionCO2-eq carbon (dioxide) equivalentCMMS computerized maintenance management systemCOBie Construction Operations Building information exchangeCPD continuing professional developmentCPE continuing professional educationCREM corporate real estate managementCSF critical success factorCSR corporate social responsibilityDBFO design build finance and operateEDI electronic data interchangeERP enterprise resource planningFM facility management or facilities managementGPS global positioning systemHRM human resources managementHSSE health safety security and the environmentHVAC heating ventilating and air-conditioningICT information and communications technologyIFC Industry Foundation ClassesIFMA International Facility Management AssociationKPI key performance indicatorLEED Leadership in Energy and Environmental DesignMVD model view definition

Abbreviations xiii

OLA operating level agreementOPEX operational expenditurePEST political economic social and technologicalPPE personal protective equipmentPPM planned preventive maintenancePPP publicndashprivate partnershipRASCI responsible accountable supported consulted and informedRCM reliability centred maintenanceRFI request for informationRFID radio frequency identificationSBS sick building syndromeSLA service level agreementSMEs small and medium-sized enterprisesSPV special purpose vehicleSQL structured query languageSWOT strengths weaknesses opportunities and threatsTCO total cost of ownershipTFM total facility managementTPM total productive maintenance

viii Contents

11 Performance management 192Key issues 192Introduction 193Quality or performance 194The post-implementation review 194Post-occupancy evaluation (POE) 195The service review 196Updating service specifications and SLAs 199Performance measurement 199Benchmarking 208Beyond benchmarking 214The quality system 215Conclusions 216Checklist 216

12 Maintenance management 219Key issues 219Introduction 220The maintenance strategy 221The maintenance policy 221Maintenance planning 222Maintenance methods 227Building logbooks 231Permits and approvals 232Inspections 232Building services engineering installations 233Manuals registers and inventories 236Maintenance management system 238Conclusions 239Checklist 240

13 Sustainable facilities 242Key issues 242Introduction 243Sustainable development 244Environmental management 245Corporate social responsibility (CSR) 247Zero carbon 248Whole-life carbon 248Environmental performance and energy efficiency 250The building energy management system 251Managing water resources 251Managing waste 252Management and end-user responsibilities 253Technology-enhanced facilities 253Innovative workplaces and housing 260Conclusions 270Checklist 271

Contents ix

14 Change management 273Key issues 273Introduction 274Transition 275Managing change 292Organizational change 292Innovation research and development 296Conclusions 298Checklist 299

15 Information management 301Key issues 301Introduction 302Managing information 303The facility handbook 310The facility user guide 311Information and data 311Information handover 323Building information models (BIMs) 324Systems and interfaces 327Conclusions 329Checklist 330

Appendices 332A Glossary 332B Prevention of fraud and irregularity 355C Risks involved in outsourcing 361D Contract provisions 363E Typical sections of an SLA 366

Bibliography 367

References 369

Index 372

Preface to the Fourth Edition

Facility management has progressed by leaps and bounds since we published the first edition back in 2000 In many countries the subject and discipline could then be fairly described as in a formative stage of development Defining the scope of the first edition to provide a coherent account of the subject was a challenge The success of that first edition led to two major revisions and now this fourth edition It represents a rethinking of our approach and what we presently consider to be within scope yet it retains those elements that our readers and reviewers have told us they value most

The fourth edition consolidates current best practice defines and devel-ops emergent areas and offers a pathway for the future development of facility management The body of knowledge that this new edition represents benefits from the publication of several national and international standards none of which were around for the earlier editions The structure and content aligns with these standards to provide readers and their organizations with a compre-hensive 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)

Facility management has become an internationally recognized discipline a major sector and the means by which organizations are able to think glob-ally and act locally Primarily for this reason we have adopted a minor change to the title of this new edition but the ethos and style of our work remains true to the previous editions and our original aim which was to develop the subject and discipline through a thorough treatment of concepts practices and issues We believe this new edition will continue to support individuals at all levels whether encountering the subject for the first time or looking for answers to questions of strategic importance as well as those of operational necessity

This new edition has been prepared for a worldwide market Whilst every care has been taken in its drafting it is not possible to cover or anticipate legislation or indeed other requirements prevailing in the readerrsquos location It is for the reader to ascertain the relevance of any such legislation or other requirements and the need for legal or other specialist advice

Preface to the Fourth Edition xi

Finally we must express our appreciation to a number of individuals who have contributed their expertise Our sincere thanks go to Roine Leiringer Robert Wing Rachel Stewart Martin Hooper and Stefan Olander

Brian Atkin Reading

Adrian Brooks London

Abbreviations

AEC architecture engineering and constructionASHRAE American Society of Heating Refrigerating and Air-Conditioning

EngineersBIM building information modellingBIMs building information modelsBEMS building energy management systemBMS building management systemBPR business process re-engineeringBREEAM Building Research Establishment Environmental Assessment

MethodCAD computer-aided designCAFM computer-aided facility managementCAPEX capital expenditureCCTV closed circuit televisionCO2-eq carbon (dioxide) equivalentCMMS computerized maintenance management systemCOBie Construction Operations Building information exchangeCPD continuing professional developmentCPE continuing professional educationCREM corporate real estate managementCSF critical success factorCSR corporate social responsibilityDBFO design build finance and operateEDI electronic data interchangeERP enterprise resource planningFM facility management or facilities managementGPS global positioning systemHRM human resources managementHSSE health safety security and the environmentHVAC heating ventilating and air-conditioningICT information and communications technologyIFC Industry Foundation ClassesIFMA International Facility Management AssociationKPI key performance indicatorLEED Leadership in Energy and Environmental DesignMVD model view definition

Abbreviations xiii

OLA operating level agreementOPEX operational expenditurePEST political economic social and technologicalPPE personal protective equipmentPPM planned preventive maintenancePPP publicndashprivate partnershipRASCI responsible accountable supported consulted and informedRCM reliability centred maintenanceRFI request for informationRFID radio frequency identificationSBS sick building syndromeSLA service level agreementSMEs small and medium-sized enterprisesSPV special purpose vehicleSQL structured query languageSWOT strengths weaknesses opportunities and threatsTCO total cost of ownershipTFM total facility managementTPM total productive maintenance

Contents ix

14 Change management 273Key issues 273Introduction 274Transition 275Managing change 292Organizational change 292Innovation research and development 296Conclusions 298Checklist 299

15 Information management 301Key issues 301Introduction 302Managing information 303The facility handbook 310The facility user guide 311Information and data 311Information handover 323Building information models (BIMs) 324Systems and interfaces 327Conclusions 329Checklist 330

Appendices 332A Glossary 332B Prevention of fraud and irregularity 355C Risks involved in outsourcing 361D Contract provisions 363E Typical sections of an SLA 366

Bibliography 367

References 369

Index 372

Preface to the Fourth Edition

Facility management has progressed by leaps and bounds since we published the first edition back in 2000 In many countries the subject and discipline could then be fairly described as in a formative stage of development Defining the scope of the first edition to provide a coherent account of the subject was a challenge The success of that first edition led to two major revisions and now this fourth edition It represents a rethinking of our approach and what we presently consider to be within scope yet it retains those elements that our readers and reviewers have told us they value most

The fourth edition consolidates current best practice defines and devel-ops emergent areas and offers a pathway for the future development of facility management The body of knowledge that this new edition represents benefits from the publication of several national and international standards none of which were around for the earlier editions The structure and content aligns with these standards to provide readers and their organizations with a compre-hensive 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)

Facility management has become an internationally recognized discipline a major sector and the means by which organizations are able to think glob-ally and act locally Primarily for this reason we have adopted a minor change to the title of this new edition but the ethos and style of our work remains true to the previous editions and our original aim which was to develop the subject and discipline through a thorough treatment of concepts practices and issues We believe this new edition will continue to support individuals at all levels whether encountering the subject for the first time or looking for answers to questions of strategic importance as well as those of operational necessity

This new edition has been prepared for a worldwide market Whilst every care has been taken in its drafting it is not possible to cover or anticipate legislation or indeed other requirements prevailing in the readerrsquos location It is for the reader to ascertain the relevance of any such legislation or other requirements and the need for legal or other specialist advice

Preface to the Fourth Edition xi

Finally we must express our appreciation to a number of individuals who have contributed their expertise Our sincere thanks go to Roine Leiringer Robert Wing Rachel Stewart Martin Hooper and Stefan Olander

Brian Atkin Reading

Adrian Brooks London

Abbreviations

AEC architecture engineering and constructionASHRAE American Society of Heating Refrigerating and Air-Conditioning

EngineersBIM building information modellingBIMs building information modelsBEMS building energy management systemBMS building management systemBPR business process re-engineeringBREEAM Building Research Establishment Environmental Assessment

MethodCAD computer-aided designCAFM computer-aided facility managementCAPEX capital expenditureCCTV closed circuit televisionCO2-eq carbon (dioxide) equivalentCMMS computerized maintenance management systemCOBie Construction Operations Building information exchangeCPD continuing professional developmentCPE continuing professional educationCREM corporate real estate managementCSF critical success factorCSR corporate social responsibilityDBFO design build finance and operateEDI electronic data interchangeERP enterprise resource planningFM facility management or facilities managementGPS global positioning systemHRM human resources managementHSSE health safety security and the environmentHVAC heating ventilating and air-conditioningICT information and communications technologyIFC Industry Foundation ClassesIFMA International Facility Management AssociationKPI key performance indicatorLEED Leadership in Energy and Environmental DesignMVD model view definition

Abbreviations xiii

OLA operating level agreementOPEX operational expenditurePEST political economic social and technologicalPPE personal protective equipmentPPM planned preventive maintenancePPP publicndashprivate partnershipRASCI responsible accountable supported consulted and informedRCM reliability centred maintenanceRFI request for informationRFID radio frequency identificationSBS sick building syndromeSLA service level agreementSMEs small and medium-sized enterprisesSPV special purpose vehicleSQL structured query languageSWOT strengths weaknesses opportunities and threatsTCO total cost of ownershipTFM total facility managementTPM total productive maintenance

Preface to the Fourth Edition

Facility management has progressed by leaps and bounds since we published the first edition back in 2000 In many countries the subject and discipline could then be fairly described as in a formative stage of development Defining the scope of the first edition to provide a coherent account of the subject was a challenge The success of that first edition led to two major revisions and now this fourth edition It represents a rethinking of our approach and what we presently consider to be within scope yet it retains those elements that our readers and reviewers have told us they value most

The fourth edition consolidates current best practice defines and devel-ops emergent areas and offers a pathway for the future development of facility management The body of knowledge that this new edition represents benefits from the publication of several national and international standards none of which were around for the earlier editions The structure and content aligns with these standards to provide readers and their organizations with a compre-hensive 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)

Facility management has become an internationally recognized discipline a major sector and the means by which organizations are able to think glob-ally and act locally Primarily for this reason we have adopted a minor change to the title of this new edition but the ethos and style of our work remains true to the previous editions and our original aim which was to develop the subject and discipline through a thorough treatment of concepts practices and issues We believe this new edition will continue to support individuals at all levels whether encountering the subject for the first time or looking for answers to questions of strategic importance as well as those of operational necessity

This new edition has been prepared for a worldwide market Whilst every care has been taken in its drafting it is not possible to cover or anticipate legislation or indeed other requirements prevailing in the readerrsquos location It is for the reader to ascertain the relevance of any such legislation or other requirements and the need for legal or other specialist advice

Preface to the Fourth Edition xi

Finally we must express our appreciation to a number of individuals who have contributed their expertise Our sincere thanks go to Roine Leiringer Robert Wing Rachel Stewart Martin Hooper and Stefan Olander

Brian Atkin Reading

Adrian Brooks London

Abbreviations

AEC architecture engineering and constructionASHRAE American Society of Heating Refrigerating and Air-Conditioning

EngineersBIM building information modellingBIMs building information modelsBEMS building energy management systemBMS building management systemBPR business process re-engineeringBREEAM Building Research Establishment Environmental Assessment

MethodCAD computer-aided designCAFM computer-aided facility managementCAPEX capital expenditureCCTV closed circuit televisionCO2-eq carbon (dioxide) equivalentCMMS computerized maintenance management systemCOBie Construction Operations Building information exchangeCPD continuing professional developmentCPE continuing professional educationCREM corporate real estate managementCSF critical success factorCSR corporate social responsibilityDBFO design build finance and operateEDI electronic data interchangeERP enterprise resource planningFM facility management or facilities managementGPS global positioning systemHRM human resources managementHSSE health safety security and the environmentHVAC heating ventilating and air-conditioningICT information and communications technologyIFC Industry Foundation ClassesIFMA International Facility Management AssociationKPI key performance indicatorLEED Leadership in Energy and Environmental DesignMVD model view definition

Abbreviations xiii

OLA operating level agreementOPEX operational expenditurePEST political economic social and technologicalPPE personal protective equipmentPPM planned preventive maintenancePPP publicndashprivate partnershipRASCI responsible accountable supported consulted and informedRCM reliability centred maintenanceRFI request for informationRFID radio frequency identificationSBS sick building syndromeSLA service level agreementSMEs small and medium-sized enterprisesSPV special purpose vehicleSQL structured query languageSWOT strengths weaknesses opportunities and threatsTCO total cost of ownershipTFM total facility managementTPM total productive maintenance

Preface to the Fourth Edition xi

Finally we must express our appreciation to a number of individuals who have contributed their expertise Our sincere thanks go to Roine Leiringer Robert Wing Rachel Stewart Martin Hooper and Stefan Olander

Brian Atkin Reading

Adrian Brooks London

Abbreviations

AEC architecture engineering and constructionASHRAE American Society of Heating Refrigerating and Air-Conditioning

EngineersBIM building information modellingBIMs building information modelsBEMS building energy management systemBMS building management systemBPR business process re-engineeringBREEAM Building Research Establishment Environmental Assessment

MethodCAD computer-aided designCAFM computer-aided facility managementCAPEX capital expenditureCCTV closed circuit televisionCO2-eq carbon (dioxide) equivalentCMMS computerized maintenance management systemCOBie Construction Operations Building information exchangeCPD continuing professional developmentCPE continuing professional educationCREM corporate real estate managementCSF critical success factorCSR corporate social responsibilityDBFO design build finance and operateEDI electronic data interchangeERP enterprise resource planningFM facility management or facilities managementGPS global positioning systemHRM human resources managementHSSE health safety security and the environmentHVAC heating ventilating and air-conditioningICT information and communications technologyIFC Industry Foundation ClassesIFMA International Facility Management AssociationKPI key performance indicatorLEED Leadership in Energy and Environmental DesignMVD model view definition

Abbreviations xiii

OLA operating level agreementOPEX operational expenditurePEST political economic social and technologicalPPE personal protective equipmentPPM planned preventive maintenancePPP publicndashprivate partnershipRASCI responsible accountable supported consulted and informedRCM reliability centred maintenanceRFI request for informationRFID radio frequency identificationSBS sick building syndromeSLA service level agreementSMEs small and medium-sized enterprisesSPV special purpose vehicleSQL structured query languageSWOT strengths weaknesses opportunities and threatsTCO total cost of ownershipTFM total facility managementTPM total productive maintenance

Abbreviations

AEC architecture engineering and constructionASHRAE American Society of Heating Refrigerating and Air-Conditioning

EngineersBIM building information modellingBIMs building information modelsBEMS building energy management systemBMS building management systemBPR business process re-engineeringBREEAM Building Research Establishment Environmental Assessment

MethodCAD computer-aided designCAFM computer-aided facility managementCAPEX capital expenditureCCTV closed circuit televisionCO2-eq carbon (dioxide) equivalentCMMS computerized maintenance management systemCOBie Construction Operations Building information exchangeCPD continuing professional developmentCPE continuing professional educationCREM corporate real estate managementCSF critical success factorCSR corporate social responsibilityDBFO design build finance and operateEDI electronic data interchangeERP enterprise resource planningFM facility management or facilities managementGPS global positioning systemHRM human resources managementHSSE health safety security and the environmentHVAC heating ventilating and air-conditioningICT information and communications technologyIFC Industry Foundation ClassesIFMA International Facility Management AssociationKPI key performance indicatorLEED Leadership in Energy and Environmental DesignMVD model view definition

Abbreviations xiii

OLA operating level agreementOPEX operational expenditurePEST political economic social and technologicalPPE personal protective equipmentPPM planned preventive maintenancePPP publicndashprivate partnershipRASCI responsible accountable supported consulted and informedRCM reliability centred maintenanceRFI request for informationRFID radio frequency identificationSBS sick building syndromeSLA service level agreementSMEs small and medium-sized enterprisesSPV special purpose vehicleSQL structured query languageSWOT strengths weaknesses opportunities and threatsTCO total cost of ownershipTFM total facility managementTPM total productive maintenance

Abbreviations xiii

OLA operating level agreementOPEX operational expenditurePEST political economic social and technologicalPPE personal protective equipmentPPM planned preventive maintenancePPP publicndashprivate partnershipRASCI responsible accountable supported consulted and informedRCM reliability centred maintenanceRFI request for informationRFID radio frequency identificationSBS sick building syndromeSLA service level agreementSMEs small and medium-sized enterprisesSPV special purpose vehicleSQL structured query languageSWOT strengths weaknesses opportunities and threatsTCO total cost of ownershipTFM total facility managementTPM total productive maintenance