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Facilities Manager's Desk Reference
Facilities Manager's Desk Reference
- ISBN 13:
9781118462942
- ISBN 10:
1118462947
- Edition: 2nd
- Format: Paperback
- Copyright: 04/07/2014
- Publisher: Wiley-Blackwell
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Summary
An invaluable source of highly relevant, practical information on the all the principal FM services, written for the practicing facilities manager in an easily readable, concise format.
To help the facilities manager meet the needs of their organisation, the Facilities Manager’s Desk Reference provides the facilities manager with an invaluable source of highly relevant, practical information on the all the principal FM services, as well as information on legal compliance issues, the development of strategic policies and tactical best practice information.
Fully updated over the first edition, and presented in an easily readable, concise format with a clear practitioner perspective, the book covers both hard and soft facilities management issues. It will be a first point of reference for all 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.
- Fully updated over the 1st edition, it contains all the essential data covering the principal FM services
- Highly practical, aimed at the busy FM practitioner
- Saves time by bringing together essential, useful and practical information
- Benefits students whose courses do not prepare them for the practicalities of professional practice
Author Biography
Read moreJane Wiggins MBA, CFM, DMS, MInstAM, BSc (Hons), FBIFM has over twenty-five years’ experience of facilities management, project delivery and provision of business support services in major blue chip organisations and the education sector. With expertise in operational and strategic aspects of facilities management, Jane speaks and writes extensively on the subject and has taught many hundreds of Facilities Management students in past 10 years, including the winners of the coveted BIFM Student of the Year annual award from 2004 to 2010. Nominated as one of the Top 20 Most Influential Women in FM in the UK, Jane is Director of FM Tutor & Associates Ltd, a recognised BIFM tuition centre. She is also an Associate Tutor and dissertation supervisor for the MSc in Facilities Management at the College of Estates Management. She was Chair of the British Institute of Facilities Management Education special interest group from 2003 – 2008. Formerly Programme Manager at BPP Professional Education, Jane is author of the BPP BIFM workbooks, several case studies and articles on FM across range of publications such as Croners, EFMR, Facilities Management Journal, and FM World.
Table of Contents
Read moreContents
List of Abbreviations
Introduction
1 History of Facilities Management
1.1 Origins of facilities management
1.2 A Brief history of FM
1.3 Growth of the FM profession
1.4 Defining FM
1.5 Development of FM
1.6 Trends
1.7 FM standard
2 Key Drivers of FM
2.1 The business organisation
2.2 Demand and supply
2.3 Roles of FM
2.4 Drivers of FM
2.5 Champion of end-user
2.6 Flexibility in office space
2.7 A recruitment differentiator
2.8 Scope of services
2.9 Impact of work space on productivity
2.10 The virtual office
2.11 Technology systems integration
2.12 Building designs
2.13 Financial performance
2.14 Ownership of the property
2.15 Value added
2.16 Service Profit Chain
2.17 FM’s contribution
2.18 Performance measurement
2.19 Performance Indicators
2.20 Benchmarking
2.21 Future trends
3 Activities in FM
3.1 Introduction
3.2 Facilitation of services and information
3.3 Management functions
3.4 Premises and building management
3.5 Business support services
3.6 Range of FM activities and services
4 Delivering FM – FM Strategy
4.1 Introduction
4.2 Business strategy
4.3 Identifying the needs
4.4 Benefits of a strategic approach
4.5 Strategic analysis
4.6 Determining factors
4.7 Premises policy
4.8 Facilities audit
4.9 Audit process
4.10 Awareness
4.11 Space audit
4.12 Audit stage 1 – fact finding
4.13 Audit stage 2 – further investigation
4.14 Audit benefits
4.15 Developing solutions
4.16 Strategy implementation
4.17 FM strategy models
4.18 In-house or self-perform
4.19 Single or packaged services
4.20 ‘Bundled’ services
4.21 Total or integrated facilities management
4.22 Managing agent
4.23 Private Finance Initiative (PFI)
4.24 Corporate PFI
4.25 Special purpose vehicles (SPVs)
5 Outsourcing
5.1 Introduction
5.2 Multi-service contracts
5.3 Best value
5.4 Longer contracts
5.5 Integrated FM solutions
5.6 Benefit analysis
5.7 Intelligent client
5.8 FM outsourcing models
5.9 Selection process
6 Financial Management
6.1 Introduction
6.2 Financial systems and process
6.3 The finance department
6.4 Financial controls
6.5 Financial statements
6.6 Finance and the FM
6.7 Sources of funding
6.8 Use of funding
6.9 Fixed assets
6.10 Working capital
6.11 Investments
6.12 The balance sheet
6.13 The profit and loss account
6.14 Cash flow statement
6.15 Performance measurement
6.16 Profitability
6.17 Liquidity
6.18 Liquidity issues
6.19 Annual reports of accounts
6.20 Recent developments in financial accounting 50
6.21 Budgets 51
6.22 Roles of budgets 51
6.23 Budget design 52
6.24 Capital or revenue 53
6.25 Property costs 53
6.26 Budget variances 53
6.27 Cost data 54
6.28 Cost accounting 55
6.29 Cost centres 56
6.30 Cash flow 57
6.31 Tax 59
6.32 Value Added Tax (VAT) 59
6.33 Landfill Tax 61
6.34 Climate Change Levy 62
6.35 Business rates 62
6.36 Stamp duty 63
6.37 Income Taxes 63
6.38 Corporation Tax 64
6.39 Tax status of construction workers 65
6.40 Depreciation 66
6.41 Financial business cases 66
6.42 Investment appraisal methods 67
6.43 Cost benefit analysis 68
6.44 Payback period 68
6.45 Discounted cash flow 69
6.46 Net present value 69
6.47 Internal rate of return 69
6.48 Preparing a financial proposal 69
6.49 Submission 70
6.50 Building life cycle costs 70
6.51 Life cycle costing methodology 71
6.52 Evaluating life cycle costs 71
6.53 Sinking funds 72
6.54 The impact of inflation 72
7 Property and Estates Management 76
7.1 Introduction 76
7.2 Property industry 76
7.3 Market influences 77
7.4 The cyclical nature of the market 77
7.5 A property portfolio 77
7.6 The investment market 77
7.7 Property investors 78
7.8 Property management 79
7.9 Property professionals and specialists 80
7.10 Developing a property strategy 83
7.11 Property and asset register 84
7.12 Dilapidations
7.13 Vacant property
8 Property Legislation and Leases 89
8.1 Ownership and tenure 89
8.2 The Estate Agents Act 1979 91
8.3 The Property Misdescriptions Act 1991 92
8.4 Defective Premises Act 92
8.5 Occupiers Liability Act
8.6 Energy Performance of Buildings (Certificates and Inspections) (EPC)
8.7 Health and Safety Legislation
8.8 Boundaries and Party Walls
8.9 Landlord and tenant legislation
8.10 The contents and terms of a commercial lease
8.11 Tenant’s covenants
8.12 Landlord’s covenants
8.13 Schedules
8.14 Trigger notices
8.15 Time limits
8.16 User
8.17 Alienation or assignment
8.18 Arbitration
8.19 Additional covenants
8.20 Lease renewals
8.21 Security of tenure
8.22 The machinery for termination – Sections 24–28
8.23 Landlord’s grounds for opposing a new tenancy – Section 30
8.24 The new tenancy
8.25 Section 32 Rule
8.26 Market forces and lease renewal
8.27 Repairs
9 Developing New Buildings 106
9.1 The development process 106
9.2 Planning legislation 109
9.3 The Town and Country Planning Act 110
9.4 Planning permission 111
9.5 The Town and Country Planning Use Classes Order 2005 112
9.6 Planning policy guidance notes 113
9.7 Development plans 114
9.8 Planning agreements 114
9.9 Breach of planning control 114
9.10 Users pre-1964 115
9.11 Listed buildings 115
9.12 Conservation areas 116
9.13 Building design 116
9.14 Types and uses 117
9.15 Drivers of building design 117
9.16 Sustainable construction 118
9.17 Passivehaus
9.18 Intelligent buildings 119
9.19 Building Information Modelling (BIM)
9.20 Structure and its effect on building use 119
9.21 Planning grids and the use of space 119
9.22 Developers’ fit-out 120
9.23 Measuring building efficiency 121
9.24 Building efficiency 122
9.25 Layout impact 123
9.26 Building performance 123
9.27 Design Quality Indicator (DQI)
9.28 Commercial building materials 127
9.29 Building Regulations 128
9.30 Approved Documents 129
10 Project Management 130
10.1 Introduction 130
10.2 Project management process 130
10.3 Fundamentals of project management 130
10.4 Project manager (PM) role 131
10.5 Responsibilities 131
10.6 Project briefs 132
10.7 TOR 133
10.8 Project programmes 133
10.9 Project timescales 134
10.10 Quality plan 134
10.11 FADE project methodology 134
10.12 PRINCE 135
10.13 Project planning 136
10.14 Planning techniques 137
10.15 Gantt charts 137
10.16 CPA 138
10.17 Project control 138
10.18 Risk management 138
10.19 Project budget 139
10.20 Project teams 140
10.21 Project support 140
10.22 Project handover 141
11 Space Management 142
11.1 Introduction 142
11.2 Data and information gathering 142
11.3 Importance of space 143
11.4 Space management policy 143
11.5 Space guidelines 144
11.6 Effective use of space 144
11.7 The FM cost driver 146
11.8 Business performance 146
11.9 Space planning 147
11.10 Impact of building structures on space use 149
11.11 Impact of building services on space use 150
11.12 Space allocation 155
11.13 Space utilisation 156
11.14 Space audits 157
11.15 Building efficiency 158
11.16 Building operating costs 161
11.17 Measuring terminology 162
11.18 New developments in space use 163
11.19 Legislation and compliance 167
12 Accommodation Management 168
12.1 Accommodation changes 168
12.2 Move Requests
12.3 Churn 169
12.4 Swing space
12.5 Planning a move
12.6 Implementation
12.7 Post move
13 Procurement 170
13.1 Introduction 170
13.2 Purchase criteria 170
13.3 Procurement policy 170
13.4 Service contracts 171
13.5 Procurement strategy 171
13.6 Procurement stages 172
13.7 Strategic sourcing 172
13.8 Spend analysis 174
13.9 Identifying the need 174
13.10 Demand management 174
13.11 Supplier selection 175
13.12 Specifications 175
13.13 Tendering process 176
13.14 The tender document 177
13.15 Invitation to tender process 177
13.16 Cost models 179
13.17 Whole life costing 179
13.18 Value Engineering (VE) 179
13.19 E-purchasing 181
13.20 Legislation 182
13.21 European procurement legislation
13.22 Bribery Act
14 Contracts and Contract Management 184
14.1 Introduction 184
14.2 Consideration 184
14.3 Communication of offer and acceptance 185
14.4 Acceptance to be identical with offer 185
14.5 Withdrawal and revocation of offer 185
14.6 Contracts by deed 185
14.7 Contracts which are not binding 185
14.8 Contract types 186
14.9 Contract methods 187
14.10 Contents of a contract 188
14.11 Lump sum contract 189
14.12 Measured term contract 189
14.13 Term contract 189
14.14 Fixed price contract 190
14.15 Reimbursable contract 190
14.16 Schedule of rates 190
14.17 Reimbursable and fixed fee contract 190
14.18 Contract relationships 190
14.19 Partnership 191
14.20 Contract extensions 191
14.21 Service level agreement (SLA) 191
14.22 Standard contract forms 191
14.23 Chartered Institute of Building Facilities Management Contract 192
14.24 Joint Contracts Tribunal (JCT) Forms of Contract 192
14.25 General Contract Works (GCW) 10 Facilities Management (2000) 193
14.26 NEC Contract 193
14.27 BSRIA Soft Landings 193
14.28 BE Collaborative Contract 194
14.29 Private Finance Initiatives (PFI) 194
14.30 Terms and conditions 195
15 Legislation 197
15.1 Introduction
15.2 UK legal system
15.3 Impact on facilities management
15.4 Duties
15.5 Negligence
15.6 Vicarious liability
15.7 Consultation
15.8 Competence
15.9 Operational compliance
15.10 Records
15.11 Strategic impact
15.12 Corporate Manslaughter
15.13 Bribery Act
16 Legislation Affecting FM Activities 203
16.1 Introduction 203
16.2 Safety policy 203
16.3 Enforcing authorities 204
16.4 Management of Health and Safety Regulations 204
16.5 The HSE five-step approach 205
16.6 Risk assessment standards 205
16.7 Hazards 205
16.8 Risk control 206
16.9 Risk register 206
16.10 Definitions of hazard and risk 206
16.11 Hazard identification 207
16.12 Work activities 207
16.13 Risk assessment 208
16.14 Risk assessment records 209
16.15 The Workplace (Health, Safety and Welfare) Regulations 1992 amended 2002 209
16.16 Control of Substances Hazardous to Health 211
16.17 Working at Height Regulations 2005 212
16.18 Provision and Use of Workplace Equipment Regulations 1998
(PUWER) 212
16.19 Manual Handling Regulations 1992 213
16.20 Personal Protective Equipment at Work Regulations 1992 (PPE) 213
16.21 Lifting Operations and Lifting Equipment Regulations 1998
(LOLER) 213
16.22 Control of Noise at Work Regulations 2005 214
16.23 Confined Spaces Regulations 1997 214
16.24 Part L Building Regulations 2006 215
16.25 Data Protection Act 1998 215
16.26 Regulation of Investigatory Powers Act 2000 (RIPA) 216
16.27 Human Rights Act 1998 216
16.28 Transfer of Undertakings (Protection of Employment) Regulations 216
16.29 Working Time Regulations 1998 216
17 Fire Safety and Legislation 218
17.1 Introduction 218
17.2 Legislation and standards 219
17.3 Building design 219
17.4 Building Regulations 219
17.5 Designing space 220
17.6 Standards 221
17.7 Balanced solution 221
17.8 Fire separation 221
17.9 Classification of materials, buildings and fixtures 222
17.10 Building classifications 223
17.11 Furnishings 224
17.12 Means of escape 224
17.13 Fire signage 227
17.14 Fire detection and fire alarms 227
17.15 Fire detection system categories 227
17.16 Control panels 227
17.17 Zoning 228
17.18 Fire, smoke and heat detectors 229
17.19 Sounders 229
17.20 Call points 230
17.21 Cabling 230
17.22 Suppression systems 230
17.23 Fire extinguishers 230
17.24 Hose reels 231
17.25 Fire blankets 232
17.26 Sprinklers 232
17.27 Fire hydrants 232
17.28 Dry and wet risers 232
17.29 Regulatory Reform (Fire Safety) Order 2005 233
17.30 Risk assessment 234
17.31 Assessment methods 235
17.32 Training records 236
17.33 Fire-trained staff 237
17.34 The fire drill 237
17.35 Refuges 239
18 Electrical Supplies and Electrical Safety 240
18.1 Introduction 240
18.2 Single-phase supply 240
18.3 Three-phase low voltage supply 241
18.4 High voltage three-phase supply 241
18.5 Wiring 241
18.6 Inspection and testing 242
18.7 Standards – 17th Edition 242
18.8 Portable electrical equipment 242
18.9 Safety 243
18.10 Electric shock 243
18.11 Earthing 243
18.12 Bonding 244
18.13 Circuit protection 244
18.14 Cable management 245
18.15 Power quality 245
18.16 Power failures 245
18.17 Assessing the need 246
18.18 Uninterruptible power supplies (UPS) 246
18.19 Generators 246
19 Accessibility 249
19.1 Introduction 249
19.2 Inclusive FM 249
19.3 The Disability Discrimination Act (DDA) (1995) 249
19.4 Special Educational Needs and Disabilities Act 2001 252
19.5 Planning and Compulsory Purchase Act 2004 252
19.6 Disability Discrimination Act 2005 252
19.7 Equality Act 2010
19.8 Disability awareness 253
19.9 Front of house services 253
19.10 Personal Emergency Evacuation Plans (PEEP) 253
19.11 Communication 254
19.12 Physical adjustments 255
19.13 Claims 255
20 First Aid at Work 257
20.1 Definition of first aid 257
20.2 Health and Safety (First-Aid) Regulations 1981 257
20.3 Reporting of Injuries, Diseases and Dangerous Occurrences
Regulations 1995
20.4 Fit Note
21 Asbestos 264
21.1 Regulations 265
21.2 Asbestos management plan 266
21.3 Management options 266
21.4 Asbestos survey types 267
21.5 Asbestos material assessment algorithm 269
21.6 Asbestos priority assessment 269
21.7 Asbestos management strategies 270
21.8 Managing an asbestos incident 271
21.9 Summary checklist 272
22 Water Supplies and Water Safety 273
22.1 Introduction 273
22.2 Water systems 273
22.3 Water consumption 274
22.4 Benefits of water conservation 274
22.5 Water industry 274
22.6 Compliance 275
22.7 Water pollution 275
22.8 Drinking water 276
22.9 Washing and cleaning 277
22.10 Food preparation 278
22.11 Water pressure 278
22.12 Drainage 278
22.13 Sustainable Urban Drainage Scheme (SUDS)
22.14 Specialist maintenance 278
22.15 Water design capacity 278
22.16 Supply continuity 278
22.17 Management review 279
22.18 Water management policy 280
22.19 Water-saving technology 280
22.20 Water recycling systems 280
22.21 Urinal controls 282
22.22 Water-saving tips 282
22.23 Leak detection 283
22.24 Water safety 283
22.25 L8 ACoP 284
22.26 Code of Conduct 285
22.27 Risk assessment 286
22.28 Legionnaires’ disease 287
22.29 The maintenance implications of Legionnaires’ disease 288
22.30 Maintenance routines and operating procedures 288
22.31 Coliform bacteria 289
22.32 Pseudomonas aeruginosa 290
22.33 Water quality legislation 290
22.34 Water quality testing 290
23 Construction Design and Management Regulations 292
23.1 Introduction 292
23.2 Notifiable works 293
23.3 Impact of Regulations on FM 294
23.4 CDM co-ordinator duties 294
23.5 Designer duties 295
23.6 Principal Contractor (PC) duties 295
23.7 Competence 296
23.8 Corporate competency 296
23.9 Individual competency 297
23.10 Designers’ competency 297
23.11 CDM co-ordinator 297
23.12 Demolition 298
23.13 Documents 298
24 Business Continuity 302
24.1 Introduction 302
24.2 Basic principles 303
24.3 Legislation 303
24.4 Standards 303
24.5 Impact on business 304
24.6 Policy 304
24.7 Planning 305
24.8 Business impact analysis 305
24.9 Corporate strategy 305
24.10 Critical assets 306
24.11 Hazards, consequences and impacts 306
24.12 Benefits 308
24.13 Unavailability impact table 308
24.14 Risk assessment 308
24.15 Documents 309
24.16 Implementation 310
24.17 Two-team approach 310
24.18 Crisis management team 312
24.19 Logistics 312
24.20 Telephony and data communications 312
24.21 Testing the plan 313
24.22 Upkeep of records 313
24.23 Audit 313
25 Maintenance – Definitions and Strategies 314
25.1 Introduction 314
25.2 Maintenance priorities 315
25.3 Maintenance classifications
25.4 Maintenance policy 315
25.5 Computerised maintenance management
systems (CMMS) 317
25.6 Asset registers
25.7 Maintenance programmes 317
25.8 Maintenance activities 317
25.9 Maintenance schedules 318
25.10 Controlling maintenance work 319
25.11 Building records 320
25.12 Annual inspections 321
25.13 Condition surveys 322
25.14 Planning the survey 322
25.15 Component life cycles 323
25.16 Bathtub curve 324
25.17 Element and component life expectancies 324
26 Mechanical and Electrical Systems and their Maintenance 326
26.1 Introduction 326
26.2 HVAC 327
26.3 Heating systems 327
26.4 Direct heating systems 327
26.5 Indirect heating systems 328
26.6 Ventilation 329
26.7 Relative humidity (RH) 330
26.8 Natural ventilation 330
26.9 Mechanical ventilation 331
26.10 Air conditioning 331
26.11 Comfort control 331
26.12 Selection of an appropriate system 331
26.13 Air conditioning systems 332
26.14 Dampers 334
26.15 Fans 334
26.16 Filters 334
26.17 Displacement ventilation systems 334
26.18 Fan coil units 335
26.19 Chilled beam 335
26.20 Diffusers 335
26.21 Heat pumps 335
26.22 Packaged air conditioning units 335
26.23 Refrigeration 336
26.24 Humidification 336
26.25 Cooling systems 336
26.26 Fire safety 336
26.27 British Standard Code of Practice 337
26.28 Lifts 337
26.29 Lighting 339
26.30 Lighting requirements 340
26.31 Light fittings 340
26.32 Lighting efficiency 341
26.33 Lighting controls 341
26.34 BMS 341
26.35 Intelligent buildings 342
27 Telecommunications and Networks 344
27.1 Introduction 344
27.2 Legacy technologies
27.3 Evolving network technologies
27.4 Evolving technologies
28 Grounds and External Areas 362
28.1 External areas 362
28.2 In-house or contract-out landscaping maintenance 362
28.3 Landscaping standards 362
28.4 Landscape architects 363
28.5 Decay of trees 363
28.6 Damage to trees 365
28.7 Removal of trees and tree stumps 365
28.8 Ownership of trees 366
28.9 Spreading of roots and branches 366
28.10 Dangerous trees 366
28.11 Licence to plant 367
28.12 Tree preservation orders (TPOs) 367
28.13 Conservation areas 368
28.14 Internal planting 368
28.15 Artificial plants 369
28.16 Maintenance of hardstandings and external areas 369
28.17 Vegetation and planted areas 370
28.18 Boundary fencing 371
28.19 Brickwork walls 371
28.20 Grounds maintenance contract 371
28.21 Site footpaths and roads 372
28.22 Workplace parking 373
28.23 Parking policy 373
28.24 Car park categories 375
28.25 Car park design 375
28.26 Bicycle parking 379
28.27 Motorcycle parking 381
28.28 Car parking standards 382
28.29 Travel planning 383
29 Fabric Maintenance 386
29.1 Maintenance implications of building structures 386
29.2 Fabric maintenance programmes 386
29.3 Internal and external finishes 387
29.4 External walls and building envelope 390
29.5 Guttering and rain downpipes 391
30 Energy Management 393
30.1 Introduction 393
30.2 Energy consumption 393
30.3 Energy efficient building designs 394
30.4 Energy management 394
30.5 Carbon footprint
30.6 Choice of fuel 396
30.7 Electricity 396
30.8 Combined heat and power (CHP) systems 398
30.9 Renewable energy sources 398
30.10 Gas 400
30.11 Energy monitoring 402
30.12 Metering 403
30.13 Investment 404
30.14 Energy policy 405
30.15 CRC Energy Efficiency Scheme 405
30.16 Carbon Trust Standard 407
30.17 Legislation and standards 407
30.18 Building Regulations 407
30.19 Building Energy Performance Directive (EPBD) 408
30.20 Energy Performance Certificates 409
30.21 Display Energy Certificates (DEC) 409
31 Front of House 410
31.1 Reception services 410
31.2 The first impression 410
31.3 The welcome process 410
31.4 Welcome formalities 411
31.5 Managing visitor expectations 412
31.6 Best practice 412
31.7 Customer service 412
31.8 Customer satisfaction 413
31.9 Visiting groups 413
31.10 Meet and greet service 414
31.11 Styles of welcome and reception service 415
31.12 Welcome boards 415
31.13 Remote entry points 415
31.14 The goodbye 416
31.15 Reception service standards 416
31.16 Corporate duty of care 416
31.17 Recording visitor information 418
31.18 Display of company signage 419
31.19 Visitor risk assessments 420
31.20 Fire precautions in the reception area 420
31.21 CCTV surveillance 421
31.22 Trespassing and theft 422
31.23 Switchboard services 422
31.24 Room booking services 423
32 Housekeeping and Cleaning Services 425
32.1 Cleaning services 425
32.2 Cleaning methods 426
32.3 Cleaning standards 427
32.4 Cleaning specifications 428
32.5 Cleaning costs 430
32.6 Advantages and disadvantages of contract cleaning 430
32.7 Staff 430
32.8 Daytime cleaning 432
32.9 Equipment 432
32.10 Microfibre materials 433
32.11 Ionators and active water
32.12 Cleaning chemicals 434
32.13 Detergents 434
32.14 Properties of detergents 435
32.15 Types of detergent 435
32.16 Sealants 438
32.17 Solvents 440
32.18 Example contract cleaning specification 441
32.19 Summary action plan 444
33 Security Management 445
33.1 Introduction 445
33.2 Security strategy 445
33.3 Contract security services 446
33.4 Licensed security roles 446
33.5 Increased importance 447
33.6 Contractor selection 447
33.7 Service standards 448
33.8 Site survey and analysis 449
33.9 Assignment instructions 449
33.10 Access control 450
33.11 Structure of buildings 451
33.12 Control concepts 451
33.13 Access control system design 452
33.14 Manned access control 452
33.15 Access log or register 453
33.16 Entry to interior or restricted areas 453
33.17 Vehicle control 454
33.18 Equipment control 454
33.19 Asset tagging 454
33.20 Door security 455
33.21 Door furniture 455
33.22 Windows 457
33.23 Electronic access control systems 458
33.24 Components in electronic systems 459
33.25 Advantages and disadvantages of electronic systems 461
33.26 Training 462
33.27 Special considerations 462
33.28 Disability discrimination 463
34 Customer Relations 464
34.1 The importance of good service delivery 464
34.2 Customer care 464
34.3 Customer service 465
34.4 Communication 465
34.5 Service delivery requirements 466
34.6 Analysis tools 466
34.7 Questionnaires 467
34.8 User groups 467
34.9 Mystery shopping 467
34.10 Critical service features 467
34.11 Gap analysis 468
34.12 Service quality (SERVQUAL) 468
34.13 Internal customer service 469
34.14 The FM Helpdesk 470
34.15 Service level agreements (SLAs) 473
34.16 Service standards 473
35 Waste Management 475
35.1 Introduction 475
35.2 Waste management policy 475
35.3 Waste management structure 476
35.4 Waste management procedures 476
35.5 Duty of care 476
35.6 Waste minimisation 477
35.7 Building design 478
35.8 Operational buildings 478
35.9 Business activities and business processes 479
35.10 Product labelling 479
35.11 Recycling 479
35.12 Anaerobic digestion
35.13 Waste to energy
35.14 Waste product database 480
35.15 Waste classification 481
35.16 Waste management audits 482
35.17 Targets
35.18 Landfill
35.19 Legislation 484
36 Catering and Hospitality Services 485
36.1 Introduction 485
36.2 Contracted-out catering services 486
36.3 Contract types 487
36.4 Catering strategy 489
36.5 Catering objectives 490
36.6 Catering specification 490
36.7 Catering costs 493
36.8 Catering services review 494
36.9 Food hygiene 497
36.10 Legislation 498
37 Quality Management 499
37.1 Quality 499
37.2 Quality management (QM) 499
37.3 Continuous improvement 500
37.4 Quality systems and procedures 501
37.5 Total quality management 501
37.6
Business Excellence Model – European Foundation of
Quality Management 503
37.7 Six Sigma 503
37.8 Quality standards and accreditation schemes 504
37.9 Standards 505
37.10 Benchmarking 508
37.11 FM benchmarking 510
38 Document Management Services 514
38.1 Corporate information 514
38.2 Document management 514
38.3 Mail 515
38.4 Reprographics 519
38.5 Photocopiers 519
38.6 Printers 523
38.7 Multi-function devices 524
38.8 Facsimile (fax) machines 524
38.9 Electronic document management system (EDMS) 525
38.10 Audio visual equipment 526
38.11 Archives 527
39 Sustainability and Environmental Issues
40.1 Introduction
40.2 Historical overview
40.3 Definitions
40.4 Earth's resources
40.5 Ecological footprint
40.6 One Planet Living principles
40.7 FM's role
40.8 Environmental impacts
40.9 History of CSR
40.10 CSR responsibilities
40.11 CSR standards
40.12 Measuring CSR
40.13 Benchmarking CSR
40.14 CSR and Environmental policy
Index
Supplemental Materials
Read moreThe New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.
