Description
A practical guide to the principle services of facilities management, revised and updated
The updated third edition of Facilities Manager's Desk Reference is an invaluable resource covering all the principal facility management (FM) services. The author—a noted facilities management expert—provides the information needed to ensure compliance to current laws, to deliver opportunities to adopt new ways of using built environments, and to identify creative ways to reduce operational occupancy costs, while maintaining appropriate and productive working environment standards.
The third edition is fully updated and written in an approachable and concise format. It is comprehensive in scope, the author covering both hard and soft facilities management issues. Since the first edition was published it has become a first point of reference for busy facilities managers, saving them time by providing access to the information needed to ensure the safe, effective and efficient running of any facilities function. This important book:
- Has been fully updated, reviewing the essential data covering the principal FM services
- Is highly practical, ideal for the busy FM practitioner
- Presents information on legal compliance issues, the development of strategic policies, tactical best practices, and much more
- Is a time-saving resource that brings together essential, useful, and practical FM information in one handy volume;
Written for students and professional facilities managers, Facilities Manager's Desk Reference is designed as a practical resource that offers FMs assistance in finding solutions to the myriad demands of the job.
Table of Contents
List of Abbreviations xxv
Introduction xxxiii
1 History of Facilities Management 1
1.1 Origins of facilities management 1
1.2 A brief history of FM 1
1.3 Growth of the FM profession 3
1.4 Defining FM 5
1.5 Development of FM 8
1.6 Trends 10
2 Key Drivers of Facilities Management 11
2.1 The business organisation 11
2.2 Demand and supply 11
2.3 Roles of FM 12
2.4 Drivers of FM 13
2.5 Champion of end-users 13
2.6 Flexibility in office space 14
2.7 A recruitment differentiator 14
2.8 Scope of services 15
2.9 Impact of working environment on productivity 15
2.10 The virtual office 15
2.11 Technology–systems integration 16
2.12 Building designs 16
2.13 Financial performance 16
2.14 Ownership of the property 17
2.15 Value added 17
2.16 Service profit chain 17
2.17 FM’s contribution 19
2.18 Performance measurement 19
2.19 Performance indicators 20
2.20 Benchmarking 20
2.21 Future trends 21
3 Activities in Facilities Management 23
3.1 Introduction 23
3.2 Facilitation of services and information 23
3.3 Management functions 23
3.4 Premises and building management 24
3.5 Business support services 26
3.6 Scope and extent of FM activities and services 27
3.7 FM and the property management function 28
4 Delivering Facilities Management – Strategy 29
4.1 Introduction 29
4.2 Business strategy 29
4.3 Identifying needs 29
4.4 Benefits of a strategic approach 33
4.5 Strategic analysis 33
4.6 Determining factors 33
4.7 Premises policy 34
4.8 Facilities audit 35
4.9 Audit process 35
4.10 Awareness 36
4.11 Space audit 36
4.12 Audit stage 1 – fact finding 36
4.13 Audit stage 2 – further investigation 36
4.14 Audit benefits 37
4.15 Developing solutions 37
4.16 Strategy implementation 38
4.17 FM strategy models 38
5 Outsourcing 43
5.1 Introduction 43
5.2 Multi-service contracts 43
5.3 Best Value 44
5.4 Longer contracts 44
5.5 Integrated FM solutions 44
5.6 Benefit analysis 44
5.7 Intelligent client 45
5.8 FM outsourcing models 45
5.9 Vested sourcing 46
5.10 Selection process 46
6 Financial Management 48
6.1 Introduction 48
6.2 Financial systems and process 48
6.3 The finance department 52
6.4 Financial controls 52
6.5 Financial statements 53
6.6 Finance and the FM 53
6.7 Sources of funding 54
6.8 Use of funding 54
6.9 Fixed assets 54
6.10 Working capital 55
6.11 Investments 55
6.12 The balance sheet 55
6.13 The profit and loss account 55
6.14 Cash flow statement 56
6.15 Performance measurement 56
6.16 Profitability 57
6.17 Liquidity 57
6.18 Other liquidity issues 58
6.19 Annual reports of accounts 59
6.20 Financial accounting standards 59
6.21 Budgets 60
6.22 Roles of budgets 61
6.23 Budget design 62
6.24 Capital or revenue 62
6.25 Property costs 62
6.26 Budget variances 63
6.27 Cost data 64
6.28 Cost accounting 65
6.29 Cost centres 66
6.30 Cash flow 67
6.31 Leases 69
6.32 Tax 69
6.33 Depreciation 76
6.34 Financial business cases 76
6.35 Investment appraisal methods 77
6.36 Preparing a financial proposal 80
6.37 Building life-cycle costs 80
6.38 Life-cycle costing methodology 81
6.39 Evaluating life-cycle costs 81
6.40 The impact of inflation 82
7 Property and Estates Management 84
7.1 Introduction 84
7.2 Property industry 84
7.3 Market influences 85
7.4 The cyclical nature of the market 85
7.5 Property portfolios 85
7.6 The investment market 85
7.7 Property investors 87
7.8 Property management 88
7.9 Property professionals and specialists 88
7.10 Developing a property strategy 91
7.11 Property and asset registers 92
7.12 Dilapidations 94
7.13 Vacant property 97
7.14 Property guardians 98
8 Property Legislation and Leases 99
8.1 Ownership and tenure 99
8.2 The Estate Agents Act 1979 102
8.3 Consumer protection regulations 103
8.4 Defective Premises Act 1972 103
8.5 Occupiers’ Liability Acts 1957 and 1984 104
8.6 Energy Performance of Buildings (Certificates and Inspections) Regulations 104
8.7 Health and Safety Legislation 104
8.8 Boundaries and Party Walls 105
8.9 The contents and terms of a commercial lease 105
8.10 Tenant’s covenants 107
8.11 Landlord’s covenants 110
8.12 Schedules 110
8.13 Trigger notices 112
8.14 Time limits 112
8.15 User 113
8.16 Alienation or assignment 113
8.17 Arbitration 113
8.18 Additional covenants 114
8.19 Lease renewals 114
8.20 Security of tenure 114
8.21 The machinery for termination – Sections 24–28 115
8.22 Landlord’s basis for opposing a new tenancy – Section 30 115
8.23 The new tenancy 116
8.24 Section 32 Rule 116
8.25 Market forces and lease renewal 117
8.26 Repairs 117
8.27 Wayleaves 118
8.28 Easement 118
9 Developing New Buildings 119
9.1 The development process 119
9.2 Planning legislation 122
9.3 The Town and Country Planning Act 1990 123
9.4 Planning permission 124
9.5 The Town and Country Planning (Use Classes) Order 2005 126
9.6 Planning policy guidance notes 127
9.7 Development plans 127
9.8 Planning agreements 127
9.9 Breach of planning control 128
9.10 Uses pre-1964 129
9.11 Listed buildings 129
9.12 Conservation areas 129
9.13 Building design 130
9.14 Building types and uses 130
9.15 Drivers of building design 131
9.16 Sustainable construction 131
9.17 Passivhaus 133
9.18 Intelligent buildings 133
9.19 Building information modelling (BIM) 134
9.20 Structure and its effect on building use 135
9.21 Planning grids and the use of space 135
9.22 Developers’ fit-out 136
9.23 Measuring building efficiency 137
9.24 Building efficiency 138
9.25 Layout impact 138
9.26 Building performance 139
9.27 Design Quality Indicator 143
9.28 Commercial building materials 144
9.29 Building Regulations 144
9.30 Approved Documents 145
10 Project Management 147
10.1 Introduction 147
10.2 Project management process 147
10.3 Fundamentals of project management 147
10.4 Project manager role 148
10.5 Responsibilities 148
10.6 Project briefs 149
10.7 Terms of reference (TOR) 150
10.8 Project programmes 150
10.9 Project timescales 151
10.10 Quality plan 151
10.11 FADE project methodology 151
10.12 PRINCE 152
10.13 Project planning 153
10.14 Planning techniques 154
10.15 Gantt charts 154
10.16 Critical path analysis 155
10.17 Project control 155
10.18 Risk management 156
10.19 Project budget 156
10.20 Project teams 157
10.21 Project support 157
10.22 Project handover 158
11 Space Management 160
11.1 Introduction 160
11.2 Data and information gathering 160
11.3 Importance of space 161
11.4 Space management policy 161
11.5 Space guidelines 162
11.6 Effective use of space 163
11.7 The FM cost driver 164
11.8 Business performance 165
11.9 Space planning 166
11.10 Impact of building structures on space use 170
11.11 Impact of building services on space use 170
11.12 Space allocation 175
11.13 Space utilisation 176
11.14 Space audits 178
11.15 Building efficiency 179
11.16 Building operating costs 181
11.17 Measuring terminology 183
11.18 New developments in space use 185
11.19 Legislation and compliance 190
12 Workplace and Accommodation Management 192
12.1 Workplace and accommodation changes 192
12.2 Move requests 192
12.3 Churn 193
12.4 Swing space 194
12.5 Planning a move 194
12.6 Implementation 196
12.7 Post-move 197
13 Procurement 198
13.1 Introduction 198
13.2 Purchase criteria 198
13.3 Procurement policy 198
13.4 Service contracts 199
13.5 Procurement strategy 199
13.6 Procurement stages 201
13.7 Strategic sourcing 201
13.8 Spend analysis 201
13.9 Identifying the need 202
13.10 Demand management 202
13.11 Supplier selection 203
13.12 Specifications 203
13.13 Tendering process 204
13.14 The tender document 205
13.15 Invitation to tender process 205
13.16 Cost models 206
13.17 Whole-life costing 206
13.18 Value engineering 207
13.19 E-purchasing 209
13.20 Legislation 209
13.21 European procurement legislation 211
13.22 Bribery Act 2010 212
14 Contracts and Contract Management 214
14.1 Introduction 214
14.2 Consideration 215
14.3 Communication of offer and acceptance 215
14.4 Acceptance 215
14.5 Withdrawal 215
14.6 Contracts by deed 215
14.7 Contracts which are not binding 216
14.8 Contract types 216
14.9 Contract methods 217
14.10 Contents of a contract 219
14.11 Lump-sum contract 219
14.12 Measured-term contract 220
14.13 Term contract 220
14.14 Fixed-price contract 220
14.15 Reimbursable contract 220
14.16 Schedule of rates 221
14.17 Reimbursable and fixed-fee contract 221
14.18 Contract relationships 221
14.19 Partnership 221
14.20 Contract extensions 222
14.21 Service level agreements (SLAs) 222
14.22 Standard contract forms 222
14.23 CIOB Facilities Management Contract 223
14.24 JCT suite of contracts 223
14.25 GC/Works/10 Facilities Management Contract (2000) 224
14.26 NEC framework of contracts 224
14.27 BSRIA Soft Landings 224
14.28 Private finance initiatives (PFIs) 225
14.29 Terms and conditions 226
15 Legislation 227
15.1 Introduction 227
15.2 UK legal system 227
15.3 Impact on FM 230
15.4 Duties 232
15.5 Negligence 233
15.6 Vicarious liability 233
15.7 Consultation 233
15.8 Competence 233
15.9 Operational compliance 234
15.10 Records 234
15.11 Strategic impact 234
15.12 Corporate manslaughter 235
15.13 Bribery Act 2010 235
15.14 Modern Slavery Act 2015 235
16 Legislation Affecting Facilities Management Activities 237
16.1 Introduction 237
16.2 Safety policy 237
16.3 Enforcing authorities 238
16.4 Management of health and safety regulations 239
16.5 The HSE five-step approach 239
16.6 Risk assessment standards 239
16.7 Hazards 240
16.8 Risk control 240
16.9 Risk register 241
16.10 Definitions of hazard and risk 241
16.11 Hazard identification 241
16.12 Work activities 242
16.13 Risk assessment 242
16.14 Risk assessment records 243
16.15 The Workplace (Health, Safety and Welfare) Regulations 1992 (amended 2002) 244
16.16 Control of Substances Hazardous to Health 2002 245
16.17 Work at Height Regulations 2005 246
16.18 Provision and Use of Workplace Equipment Regulations 1998 246
16.19 Manual Handling Regulations 1992 247
16.20 Personal Protective Equipment at Work Regulations 1992 247
16.21 Lifting Operations and Lifting Equipment Regulations 1998 248
16.22 Control of Noise at Work Regulations 2005 248
16.23 Confined Spaces Regulations 1997 249
16.24 Building Regulations 2010 – Part L 249
16.25 Data Protection Act 2018 250
16.26 Regulation of Investigatory Powers Act 2000 251
16.27 Human Rights Act 1998 251
16.28 Transfer of Undertakings (Protection of Employment) Regulations 2006 251
16.29 Working Time Regulations 1998 252
16.30 National Minimum Wage Act 1998 252
16.31 Greenhouse Gas Emissions (Directors’ Reports) Regulations 2013 253
16.32 Companies (Directors’ Report) and Limited Liability Partnerships (Energy and Carbon Report) Regulations 2018 253
17 Fire Safety and Legislation 254
17.1 Introduction 254
17.2 Legislation and standards 255
17.3 Building design 255
17.4 Building Regulations 258
17.5 Designing space 258
17.6 Standards 259
17.7 Balanced solution 259
17.8 Fire separation 259
17.9 Classification of materials, buildings and fixtures 260
17.10 Building classifications 261
17.11 Furnishings 262
17.12 Means of escape 262
17.13 Fire signage 264
17.14 Fire detection and fire alarms 264
17.15 Fire detection system categories 265
17.16 Control panels 265
17.17 Zoning 266
17.18 Fire, smoke and heat detectors 266
17.19 Sounders 266
17.20 Call points 267
17.21 Cabling 267
17.22 Suppression systems 268
17.23 Fire extinguishers 268
17.24 Hose reels 269
17.25 Fire blankets 269
17.26 Sprinklers 269
17.27 Fire hydrants 270
17.28 Dry and wet risers 270
17.29 Regulatory Reform (Fire Safety) Order 2005 270
17.30 Risk assessment 272
17.31 Assessment methods 272
17.32 Training records 273
17.33 Fire-trained staff 274
17.34 The fire drill 274
17.35 Refuges 276
18 Electrical Supplies and Electrical Safety 277
18.1 Introduction 277
18.2 Single-phase supply 278
18.3 Three-phase low-voltage supply 278
18.4 High-voltage three-phase supply 278
18.5 Wiring 278
18.6 Inspection and testing 279
18.7 Standards – 18th Edition 279
18.8 Portable electrical equipment 280
18.9 Safety 281
18.10 Electric shock 281
18.11 Earthing 282
18.12 Bonding 282
18.13 Circuit protection 282
18.14 Cable management 282
18.15 Power quality 283
18.16 Voltage optimisers 283
18.17 Power failures 283
18.18 Assessing the need 284
18.19 Uninterruptable power supplies 284
18.20 Generators 285
19 Accessibility and Inclusive Built Environments 287
19.1 Introduction 287
19.2 Inclusive FM 287
19.3 Disability discrimination legislation 288
19.4 Special Educational Needs and Disability Act 2001 290
19.5 Disability Discrimination Act 2005 290
19.6 Equality Act 2010 291
19.7 Planning and Compulsory Purchase Act 2004 292
19.8 Disability awareness 292
19.9 Front-of-house services 292
19.10 Personal emergency evacuation plans (PEEPs) 293
19.11 Communication 294
19.12 Physical adjustments 294
19.13 Claims 295
20 First Aid at Work 296
20.1 Introduction 296
20.2 Definition of first aid 296
20.3 Health and Safety (First-Aid) Regulations 1981 296
20.4 Assessment of first-aid needs 297
20.5 Suitable person 298
20.6 First-aid equipment 299
20.7 Automated external defibrillators 300
20.8 Travelling first-aid kits 300
20.9 First-aid rooms 300
20.10 Inspection and communication 301
20.11 Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 302
20.12 Fit note 303
21 Asbestos 304
21.1 Introduction 304
21.2 Regulations 305
21.3 Asbestos management plan 306
21.4 Management options 307
21.5 Asbestos survey types 307
21.6 Asbestos material assessment algorithm 309
21.7 Asbestos priority assessment 309
21.8 Asbestos management strategies 310
21.9 Managing an asbestos incident 311
21.10 Summary checklist 312
22 Water Supplies and Water Safety 313
22.1 Introduction 313
22.2 Water systems 314
22.3 Water consumption 314
22.4 Benefits of water conservation 314
22.5 Water industry 315
22.6 Compliance 315
22.7 Water pollution 316
22.8 Drinking water 316
22.9 Washing and cleaning 318
22.10 Food preparation 318
22.11 Water pressure 318
22.12 Drainage 318
22.13 Sustainable Urban Drainage System (SuDS) 319
22.14 Specialist maintenance 319
22.15 Water design capacity 319
22.16 Supply continuity 319
22.17 Management review 320
22.18 Water management policy 320
22.19 Water-saving technology 321
22.20 Water recycling systems 321
22.21 Urinal controls 323
22.22 Water-saving tips 323
22.23 Leak detection 324
22.24 Water safety 325
22.25 Approved Code of Practice L8 325
22.26 Legionella Control Association Code of Conduct 327
22.27 Risk assessment 327
22.28 Legionnaires’ disease 328
22.29 The maintenance implications of Legionnaires’ disease 329
22.30 Maintenance routines and operating procedures 330
22.31 Coliform bacteria 331
22.32 Pseudomonas aeruginosa 331
22.33 Water quality legislation 332
22.34 Water quality testing 332
22.35 Swimming pool management 333
23 Construction (Design and Management) Regulations 334
23.1 Introduction 334
23.2 Notifiable works 335
23.3 Impact of the Regulations on FM 336
23.4 Principal designer duties 337
23.5 Designer duties 337
23.6 Principal contractor duties 337
23.7 Competence 338
23.8 Assessing competence 339
23.9 Demolition 340
23.10 Documents 340
24 Business Continuity 344
24.1 Introduction 344
24.2 Basic principles 345
24.3 Legislation 345
24.4 Standards 345
24.5 Impact on business 346
24.6 Policy 346
24.7 Planning 347
24.8 Business impact analysis 347
24.9 Corporate strategy 348
24.10 Critical assets 348
24.11 Hazards, consequences and impacts 349
24.12 Benefits of a business impact analysis 350
24.13 Unavailability impact table 350
24.14 Risk assessment 350
24.15 Documents 350
24.16 Standby site 353
24.17 Implementation 353
24.18 Two-team approach 353
24.19 Crisis management team 353
24.20 Logistics 355
24.21 Telephony and data communications 355
24.22 Testing the plan 355
24.23 Upkeep of records 356
24.24 Audit 356
25 Maintenance – Definitions and Strategies 357
25.1 Introduction 357
25.2 Maintenance priorities 358
25.3 Maintenance classifications 358
25.4 Maintenance policy 360
25.5 Computerised maintenance management systems 361
25.6 Asset registers 361
25.7 Maintenance programmes 361
25.8 Maintenance activities 363
25.9 Maintenance schedules 363
25.10 Controlling maintenance work 364
25.11 Building records 365
25.12 Annual inspections 366
25.13 Condition surveys 367
25.14 Planning the survey 367
25.15 Component life cycles 368
25.16 Bathtub curve 369
25.17 Element and component life expectancies 369
26 Mechanical and Electrical Systems and Their Maintenance 371
26.1 Introduction 371
26.2 Heating, ventilation and air conditioning 372
26.3 Heating systems 372
26.4 Direct heating systems 373
26.5 Indirect heating systems 373
26.6 Ventilation 374
26.7 Relative humidity 375
26.8 Natural ventilation 376
26.9 Mechanical ventilation 377
26.10 Air conditioning 377
26.11 Comfort control 377
26.12 Selection of an appropriate system 378
26.13 Air-conditioning systems 379
26.14 Local exhaust ventilation systems 380
26.15 Dampers 381
26.16 Fans 381
26.17 Filters 381
26.18 Displacement ventilation systems 381
26.19 Fan coil units 382
26.20 Chilled beam 382
26.21 Diffusers 382
26.22 Heat pumps 382
26.23 Packaged air-conditioning units 382
26.24 Refrigeration 383
26.25 Humidification 383
26.26 Cooling systems 383
26.27 Fire safety 384
26.28 Standards 384
26.29 Lifts 385
26.30 Lighting 386
26.31 Lighting requirements 388
26.32 Light fittings 389
26.33 Lighting efficiency 389
26.34 Lighting controls 389
26.35 Building management systems 390
26.36 Intelligent buildings 390
27 Information and Communications Technology 392
27.1 Introduction 392
27.2 Ownership options 392
27.3 Telephone systems 393
27.4 Telephony services 394
27.5 Communication wiring 395
27.6 Fibre optics 396
27.7 Cable distribution 397
27.8 Structured cabling systems 398
27.9 Data rooms and centres 400
27.10 Wireless networks 402
27.11 Cellular networks 404
27.12 Personal area networks 405
27.13 Virtual private networks 406
27.14 Firewalls 406
27.15 Smartphones and tablets 406
27.16 Cloud computing 406
27.17 Tele-presence 407
27.18 Video conferencing 407
27.19 Voice over Internet Protocol 407
27.20 Applications 407
27.21 QR codes 409
27.22 Drones 409
27.23 The Internet of Things 410
27.24 Artificial intelligence 411
27.25 Voice-activated services 411
28 Grounds and External Areas 412
28.1 External areas 412
28.2 In-house or contracted-out landscaping maintenance 412
28.3 Landscaping standards 413
28.4 Landscape architects 413
28.5 Decay of trees 415
28.6 Damage to trees 415
28.7 Removal of trees and tree stumps 415
28.8 Ownership of trees 416
28.9 Spreading of roots and branches 416
28.10 Dangerous trees 417
28.11 Licence to plant 418
28.12 Tree preservation orders 418
28.13 Conservation areas 418
28.14 Internal planting 418
28.15 Artificial plants 419
28.16 Maintenance of hardstandings and external areas 420
28.17 Vegetation and planted areas 421
28.18 Boundary fencing 422
28.19 Brickwork walls 422
28.20 Grounds maintenance contracts 422
28.21 Site footpaths and roads 423
28.22 Workplace parking 424
28.23 Parking policy 424
28.24 Car park categories 425
28.25 Car park design 426
28.26 Bicycle parking 430
28.27 Motorcycle parking 432
28.28 Car parking standards 433
28.29 Travel planning 434
28.30 Car sharing 435
28.31 Bike share 436
29 Fabric Maintenance 437
29.1 Introduction 437
29.2 Maintenance implications of building structures 437
29.3 Fabric maintenance programmes 437
29.4 Internal and external finishes 438
29.5 External walls and building envelope 441
29.6 Guttering and rain downpipes 442
29.7 Lightning conductors 443
30 Energy Management 444
30.1 Introduction 444
30.2 Energy consumption 444
30.3 Energy-efficient building designs 445
30.4 Energy management good practice 446
30.5 Carbon footprint 447
30.6 Choice of fuel 448
30.7 Electricity 449
30.8 Combined heat and power systems 450
30.9 Renewable energy sources 451
30.10 Gas 453
30.11 Energy monitoring 455
30.12 Metering 455
30.13 Investment 457
30.14 Energy policy 457
30.15 CRC Energy Efficiency Scheme 458
30.16 Companies (Directors’ Report) and Limited Liability
Partnerships (Energy and Carbon Report) Regulations 2018 458
30.17 Greenhouse Gas Emissions (Directors’ Reports) Regulations 2013 460
30.18 Carbon Trust Standard 460
30.19 ISO 50001 – Energy Management 460
30.20 BS EN 16247 – Energy Audits 461
30.21 PAS 2060 – Carbon Neutrality 461
30.22 PAS 2080 – Carbon Management in Infrastructure 461
30.23 Legislation 462
30.24 Building Regulations 463
30.25 Energy Performance of Buildings Directive 463
30.26 Energy Performance Certificates 464
30.27 Display Energy Certificates 464
30.28 Feed-in Tariff 465
30.29 Renewable Heat Incentive 465
30.30 Energy Savings Opportunity Scheme 466
30.31 Minimum Energy Efficiency Standard 467
30.32 Smart Export Guarantee Scheme 467
31 Front of House 468
31.1 Reception services 468
31.2 The first impression 468
31.3 The welcome process 469
31.4 Welcome formalities 469
31.5 Managing visitor expectations 470
31.6 Best practice 470
31.7 Customer service 471
31.8 Customer and visitor satisfaction 471
31.9 Visiting groups 472
31.10 Meet and greet service 472
31.11 Styles of welcome and reception service 473
31.12 Welcome boards 473
31.13 Remote entry points 473
31.14 The goodbye 474
31.15 Reception service standards 474
31.16 Corporate duty of care 474
31.17 Recording visitor information 476
31.18 Display of company signage 477
31.19 Visitor risk assessments 478
31.20 Fire precautions in the reception area 479
31.21 CCTV surveillance 479
31.22 Trespassing and theft 480
31.23 Switchboard services 480
31.24 Room booking services 481
31.25 Virtual reception 483
32 Housekeeping and Cleaning Services 484
32.1 Cleaning services 484
32.2 Cleaning methods 486
32.3 Cleaning standards 486
32.4 Cleaning specifications 487
32.5 Cleaning costs 489
32.6 Advantages and disadvantages of contract cleaning 489
32.7 Staff 491
32.8 Daytime cleaning 492
32.9 Equipment 492
32.10 Microfibre materials 493
32.11 Ionators and active water 494
32.12 Cleaning chemicals 494
32.13 Detergents 495
32.14 Sealants 498
32.15 Solvents 500
32.16 Example contract cleaning specification 501
32.17 Checklist 504
32.18 COVID-19 Cleaning guidance 505
33 Security Management 506
33.1 Introduction 506
33.2 Security strategy 506
33.3 Contract security services 507
33.4 Licensed security roles 508
33.5 Increased importance 508
33.6 Contractor selection 508
33.7 Service standards 509
33.8 Site survey and analysis 510
33.9 Assignment instructions 511
33.10 Access control 511
33.11 Door security 515
33.12 Door furniture 516
33.13 Windows 518
33.14 Electronic access control systems 519
33.15 Components in electronic systems 520
33.16 Advantages and disadvantages of electronic systems 522
33.17 Training 523
33.18 Special considerations 523
33.19 Disability discrimination 523
34 Customer and Stakeholder Relations 524
34.1 The importance of good service delivery 524
34.2 Customer care 524
34.3 Stakeholder analysis 525
34.4 Customer service 526
34.5 Communication 527
34.6 Service delivery requirements 527
34.7 Analysis tools 528
34.8 Questionnaires 528
34.9 User and focus groups 528
34.10 Mystery shopping 529
34.11 Critical service features 529
34.12 Gap analysis 529
34.13 Service quality (SERVQUAL) 530
34.14 Internal customer service 531
34.15 FM helpdesk 532
34.16 Service level agreements 534
34.17 Customer service standards 535
34.18 Customer journey mapping 536
34.19 Customer Effort Score (CES) 536
34.20 Net Promoter Score (NPS) 536
35 Waste Management 538
35.1 Introduction 538
35.2 Waste management policy 540
35.3 Waste management structure 540
35.4 Waste management procedures 540
35.5 Duty of care 540
35.6 Waste minimisation 541
35.7 Building design 542
35.8 Operational buildings 542
35.9 Business activities and business processes 543
35.10 Product labelling 543
35.11 Recycling 544
35.12 Plastic waste 544
35.13 Anaerobic digestion 546
35.14 Waste to energy 546
35.15 Waste product database 547
35.16 Waste classification 547
35.17 Waste management audits 551
35.18 Targets 551
35.19 Landfill 552
35.20 Legislation 553
36 Catering and Hospitality Services 556
36.1 Introduction 556
36.2 Catering trends 556
36.3 Catering strategy 557
36.4 Catering objectives 558
36.5 In-house catering operation 558
36.6 Contracted-out catering services 559
36.7 Contract types 560
36.8 Catering specification 563
36.9 Catering costs 565
36.10 Catering services review 567
36.11 Food hygiene and safety 570
36.12 Hazard Analysis of Critical Control Points 571
36.13 Allergens 571
36.14 Legislation 572
36.15 Well-being 573
36.16 Standards and accreditations 573
37 Quality Management 575
37.1 Origins 575
37.2 Quality 575
37.3 Quality management 575
37.4 Continuous improvement 576
37.5 Lean 577
37.6 Quality systems and procedures 577
37.7 Total quality management 577
37.8 Business Excellence Model – European Foundation of Quality Management 579
37.9 Six Sigma 580
37.10 Quality standards and accreditation schemes 580
37.11 Standards 581
37.12 ISO 9000 581
37.13 ISO 41001 584
37.14 ISO 14001 585
37.15 Investors in People 585
37.16 Benchmarking 586
37.17 FM benchmarking 588
37.18 Key performance indicators 590
38 Document Management Services 592
38.1 Corporate information 592
38.2 Document management 592
38.3 Mail 593
38.4 Reprographics 597
38.5 Photocopiers 598
38.6 Printers 601
38.7 Multi-function devices 602
38.8 Facsimile (fax) machines 603
38.9 Electronic document management system 603
38.10 Audiovisual equipment 604
38.11 Archives 605
39 Sustainability and Environmental Issues 606
39.1 Introduction 606
39.2 Historical overview 606
39.3 Definitions 609
39.4 Earth’s resources 609
39.5 Ecological footprint 611
39.6 The One Planet Living principles 612
39.7 FM’s role 612
39.8 Environmental impacts 613
39.9 History of CSR 620
39.10 CSR responsibilities 621
39.11 CSR standards 626
39.12 Measuring CSR 627
39.13 Benchmarking CSR 630
39.14 Sustainability Index in FM 630
39.15 CSR and Environmental Policy 631
40 Management of the Facilities Management Function 632
40.1 The facilities management team 632
40.2 Setting up the department 632
40.3 Workload planning and allocation 633
40.4 Delegation 635
40.5 Recruitment 636
40.6 FM competencies 637
40.7 Training and development 640
40.8 Career planning 641
40.9 Motivation 642
40.10 Culture and values 645
40.11 Team building 645
40.12 Multi-team (cross-functional) working 647
40.13 Discipline, grievances and staff exit 648
40.14 Management 649
40.15 Leadership 649
40.16 Raising the profile of workplace and FM professionals 651
Index 653
