Introduction to Facility Management

1 What is Facility Management? 11
1.1 Introduction 13
1.2 Facility Management in the organisation 15
1.2.1 Facility Management in the organisational structure 15
1.2.2 The customer 22
1.2.3 Stages of development of the FM-organisation 23
1.3 The roles and responsibilities of the facility professional 26
1.4 The development of the FM-domain 31
1.5 The positioning of Facility Management 36
1.6 Structure of this book 40
Young Professionals in Facility Management 48
Summary 49
Questions and Assignments 51

2 Social dynamics that shape work and work environment 53
2.1 Introduction 55
2.2 The importance of scenarios 56
2.2.1 Predicting the future 57
2.2.2 Socio-dynamics 57
2.3 Demographic factors 60
2.4 Economic factors 63
2.4.1 The knowledge economy 64
2.4.2 The sharing economy 64
2.4.3 The networked economy 65
2.4.4 Mobility and accessibility 66
2.4.5 The circular economy 68
2.5 Social developments 70
2.5.1 The 24/7 economy 71
2.5.2 Growing pluralism 72
2.5.3 Experience economy 74
2.6 Technological developments 75
2.6.1 Technology, management and maintenance 75
2.6.2 Technology and services 79
2.7 Ecological factors 81
2.7.1 The Triple P 82
2.7.2 People 83
2.7.3 Planet 84
2.7.4 Prosperity 87
2.8 Political-legal factors 87
2.9 From trends and developments to scenarios 88
Young Professionals in Facility Management 92
Summary 93
Questions and Assignments 95

3 Experiencing the work environment 97
3.1 Introduction 99
3.2 Hard services 103
3.2.1 Real estate management versus facility management 104
3.2.2 Site selection 105
3.2.3 Building types 105
3.2.4 Office buildings 106
3.2.5 Space management and relocation management 110
3.2.6 Building management 118
3.3 Soft services 121
3.3.1 Service, process, activity and experience 121
3.3.2 Describing and depicting processes 123
3.3.3 Reception services 127
3.3.4 Facilities service desk 128
3.3.5 Safety & security 129
3.3.6 Foodservices 131
3.3.7 Waste management 133
3.3.8 Document management and information management 134
3.3.9 Cleaning services 135
3.3.10 Workwear and linen services 138
3.3.11 ICT 138
3.4 Attitude and behaviour 139
3.4.1 Hospitality 140
3.4.2 Types of customers and customer experience 141
3.4.3 Service design thinking 142
3.4.4 Types of employees 146
3.4.5 Hostmanship 147
Young Professionals in Facility Management 150
Summary 151
Questions and Assignments 153

4 The functioning of the facilities organisation 157
4.1 Introduction 159
4.2 Matching demand and supply 160
4.2.1 The stratified customer 160
4.2.2 Roles and activities of the client, facility management organisation and provider 162
4.3 Positioning, identity and image 167
4.4 Facility policy 170
4.5 Facility marketing and expectation management 174
4.5.1 The FM marketing mix 175
4.5.2 Customer satisfaction 176
4.5.3 Managing expectations 178
4.5.4 The SERVQUAL-model 180
4.6 Procurement 184
4.6.1 Outsourcing 185
4.6.2 The procurement process 189
4.6.3 Supplier management 192
4.6.4 Public procurement 193
4.7 Quality management 198
4.7.1 Types of quality 198
4.7.2 Standardisation 199
4.8 Environmental management 200
4.8.1 Environmental management systems 201
4.8.2 Corporate social responsibility 203
4.8.3 Sustainable behaviour 206
4.9 Risk management 209
4.9.1 Types and definition of risks 209
4.9.2 Probability and effect 210
4.9.3 Business continuity management 212
4.10 Information management 213
4.10.1 From data to information 213
4.10.2 Computer Aided Facility Management software (CAFM) 215
Young Professionals in Facility Management 218
Summary 219
Questions and Assignments 221

5 Quantifying Facility Management 225
5.1 Introduction 227
5.2 Monitoring requires information 228
5.3 A facility manager’s dashboard 230
5.3.1 Customer satisfaction 231
5.3.2 Service level 235
5.3.3 Costs 238
5.3.4 Quantifying indirect results 240
5.4 Performance management 247
5.4.1 Business model 248
5.4.2 Plan, check, act 249
5.4.3 Balanced scorecard, KPI and CSF 250
5.4.4 Methods for embedding performance improvements 252
5.5 Financial management 258
5.5.1 Relation with process management 259
5.5.2 The facilities budget 259
5.5.3 Planning and control 263
5.5.4 Benchmarking 264
Young Professionals in Facility Management 270
Summary 271
Questions and Assignments 273

6 The future of the Facility Management profession 277
6.1 Introduction 279
6.2 The selection of the driving forces 279
6.3 The four scenarios 281
6.4 Collaborative organisations (comparable to a sports complex) 283
6.4.1 What do we currently see in practice? 284
6.4.2 What is the role of facility professionals in collaborative organisations? 286
6.4.3 What should one be capable of in the role of area manager or district manager? 287
6.4.4 What are crucial future issues for area management? 288
6.5 Open communities (comparable to fitness centres) 290
6.5.1 What do we currently see in practice? 291
6.5.2 What is the role of facility professionals in open communities? 293
6.5.3 What should one be capable of in the role of community builder? 293
6.5.4 What are crucial future issues for open communities? 295
6.6 Private communities (similar to a golf club) 296
6.6.1 What do we currently see in practice? 297
6.6.2 What is the role of facility professionals in private communities? 298
6.6.3 What should one be capable of in the role of community manager? 299
6.6.4 What are crucial future issues for private communities? 302
6.7 The confined organisation (comparable to a football club) 304
6.7.1 What do we currently see in practice? 304
6.7.2 What is the role of facility professionals in confined organisations? 305
6.7.3 What should one be capable of in the role of workspace manager? 307
6.7.4 What are crucial future issues for of confined organisations? 308
6.8 General future expectations that will affect the FM-profession 309
6.8.1 Developments in the field of policy making 310
6.8.2 Developments in the field of branding and FM-marketing 310
6.8.3 Developments in procurement management 311
6.8.4 Developments in quality management 312
6.8.5 Developments in the field of environmental management 313
6.8.6 Developments in risk management 314
6.8.7 Developments in the field of information management 315
6.9 At a glance 317
Young Professionals in Facility Management 321
Summary 322
Questions and Assignments 324

7 Research in Facility Management 327
7.1 Introduction 329
7.2 Why do institutes of higher professional education conduct research? 330
7.2.1 Research as second core task for universities of applied sciences 331
7.2.2 Research groups 331
7.3 Research in facility management 332
7.4 Facility research by universities of applied sciences 336
7.5 Research under the influence of trends and developments 341
Young Professionals in Facility Management 342
Summary 343
Questions and Assignments 344

Glossary 345
Bibliography 377

Appendices 381
1 Facility Management associations 381
2 Flowchart symbols 383

Index 386
About the authors 393
Acknowledgements 394