Table Of Content

Total Facility Management Total Facility Management Fourth Edition Brian Atkin The Facilities Society, UK Adrian Brooks GVA Acuity Limited, UK This edition first published 2015 Limit of Liability/Disclaimer of Warranty: While the © 2000 by The Further Education Funding Council publisher and author(s) have used their best efforts in and Blackwell Science Ltd – First edition preparing this book, they make no representations or © 2005 B. Atkin & A. Brooks – Second edition warranties with respect to the accuracy or completeness © 2009 B. Atkin & A. Brooks – Third edition of the contents of this book and specifically disclaim any © 2015 John Wiley & Sons, Ltd. – Fourth edition implied warranties of merchantability or fitness for a particular purpose. It is sold on the understanding that the Registered Office publisher is not engaged in rendering professional services John Wiley & Sons, Ltd, The Atrium, Southern Gate, and neither the publisher nor the author shall be liable for Chichester, West Sussex, PO19 8SQ, United Kingdom. damages arising herefrom. If professional advice or other expert assistance is required, the services of a competent professional should be sought. Editorial Offices 9600 Garsington Road, Oxford, OX4 2DQ, Library of Congress Cataloging-in-Publication Data United Kingdom. The Atrium, Southern Gate, Chichester, West Sussex, Atkin, Brian. PO19 8SQ, United Kingdom. [Total facilities management] Total facility management / Brian Atkin and Adrian Brooks. – Fourth edition. For details of our global editorial offices, for customer pages cm services and for information about how to apply for Includes index. permission to reuse the copyright material in this book ISBN 978-1-118-65538-2 (pbk.) please see our website at www.wiley.com/wiley-blackwell. 1. Real estate management. 2. Facility management. 3. Building management. I. Brooks, Adrian. II. Title. The right of the author to be identified as the author HD1394.A86 2014 of this work has been asserted in accordance with the 658.2–dc23 UK Copyright, Designs and Patents Act 1988. 2014020680 A catalogue record for this book is available from the All rights reserved. No part of this publication may British Library. be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, Wiley also publishes its books in a variety of electronic mechanical, photocopying, recording or otherwise, formats. Some content that appears in print may not be except as permitted by the UK Copyright, Designs and available in electronic books. Patents Act 1988, without the prior permission of the publisher. Cover image: Cover photo taken from the Science and Engineering Centre at Queensland University of Technology, Designations used by companies to distinguish their Brisbane. Cover photo courtesy of Brian Atkin, the author products are often claimed as trademarks. All brand names and product names used in this book are trade Set in 10/12pt Minion by SPi Publisher Services, names, service marks, trademarks or registered Pondicherry, India trademarks of their respective owners. The publisher is not associated with any product or vendor mentioned in this book. 1 2015 Contents Preface to the Fourth Edition x Abbreviations xii Introduction 1 The organization 1 The customer as end-user 1 Principles, process and procedures 2 1 Fundamentals 3 Key issues 3 Introduction 4 Background 4 Key concepts 8 Other concepts 13 Key roles, responsibilities and accountabilities 15 Core competence in facility management 16 Conclusions 17 Checklist 18 2 Facility planning 19 Key issues 19 Introduction 20 Real estate management 21 The own, lease or rent decision 21 The totally serviced workplace 22 Space management 23 Space utilization and efficiency 24 Design and facility management briefing 26 The feasibility study 34 Design development 35 Stakeholders 36 Risks and opportunities 39 Conclusions 39 Checklist 40 vi Contents 3 Facility management strategy 42 Key issues 42 Introduction 43 The business context 44 Business drivers and constraints 45 Organizational management levels 46 Cross-cultural management 47 Strategy formulation 48 Strategic analysis 50 Solution development 53 Strategy implementation 55 Conclusions 57 Checklist 57 4 Human resources management 59 Key issues 59 Introduction 60 Personnel management 60 Conclusions 66 Checklist 66 5 Workplace productivity 68 Key issues 68 Introduction 69 Measuring productivity 69 Sick building syndrome 76 Design issues 77 Unconventional working arrangements 78 Conclusions 83 Checklist 83 6 Health, safety and security 85 Key issues 85 Introduction 86 Health, safety and security policy 87 Zero accidents 88 Occupational health and safety 88 Compliance 89 Hazard and risk assessment 92 Security and well-being 93 Conclusions 95 Checklist 95 7 The outsourcing decision 97 Key issues 97 Introduction 98 Establishing the baseline 99 Attributes of service provision 105 Contents vii Options for service delivery 109 Evaluating options 116 Conclusions 118 Checklist 118 8 Procurement 120 Key issues 120 Introduction 121 The procurement process 122 Centralized versus decentralized procurement 123 Procurement policy and procedures 124 Roles, responsibilities and accountabilities 126 Prequalification of service providers 126 Request for proposals or tender 131 Tendering 140 Financial close 142 Conclusions 145 Checklist 145 9 Service delivery 147 Key issues 147 Introduction 148 The internal customer as end-user 149 Insourcing 150 The in-house team 150 External service providers 151 Mobilization 152 Contract management 155 Conclusions 162 Checklist 162 10 Specialist services and partnership 164 Key issues 164 Introduction 165 ICT services 166 Health-care services 169 Security and protection services 170 Custodial services 170 Professional services 171 Performance and SLAs 172 Risk, insurance and indemnities 172 Supplier management 173 Collaborative relationships 174 Public–private partnerships (PPPs) 179 Facility management and private-sector participation 187 Conclusions 189 Checklist 190 viii Contents 11 Performance management 192 Key issues 192 Introduction 193 Quality or performance 194 The post-implementation review 194 Post-occupancy evaluation (POE) 195 The service review 196 Updating service specifications and SLAs 199 Performance measurement 199 Benchmarking 208 Beyond benchmarking 214 The quality system 215 Conclusions 216 Checklist 216 12 Maintenance management 219 Key issues 219 Introduction 220 The maintenance strategy 221 The maintenance policy 221 Maintenance planning 222 Maintenance methods 227 Building logbooks 231 Permits and approvals 232 Inspections 232 Building services engineering installations 233 Manuals, registers and inventories 236 Maintenance management system 238 Conclusions 239 Checklist 240 13 Sustainable facilities 242 Key issues 242 Introduction 243 Sustainable development 244 Environmental management 245 Corporate social responsibility (CSR) 247 Zero carbon 248 Whole-life carbon 248 Environmental performance and energy efficiency 250 The building energy management system 251 Managing water resources 251 Managing waste 252 Management and end-user responsibilities 253 Technology-enhanced facilities 253 Innovative workplaces and housing 260 Conclusions 270 Checklist 271