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- Herausgeber: John Wiley & Sons
- Kategorie: Wissenschaft und neue Technologien
- Sprache: Englisch
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.
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Seitenzahl: 1416
Veröffentlichungsjahr: 2020
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Table of Contents
Cover
Title Page
Copyright
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
2 Key Drivers of Facilities Management
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‐users
2.6 Flexibility in office space
2.7 A recruitment differentiator
2.8 Scope of services
2.9 Impact of working environment 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 Facilities Management
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 Scope and extent of FM activities and services
3.7 FM and the property management function
4 Delivering Facilities Management – Strategy
4.1 Introduction
4.2 Business strategy
4.3 Identifying 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
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 Vested sourcing
5.10 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 Other liquidity issues
6.19 Annual reports of accounts
6.20 Financial accounting standards
6.21 Budgets
6.22 Roles of budgets
6.23 Budget design
6.24 Capital or revenue
6.25 Property costs
6.26 Budget variances
6.27 Cost data
6.28 Cost accounting
6.29 Cost centres
6.30 Cash flow
6.31 Leases
6.32 Tax
6.33 Depreciation
6.34 Financial business cases
6.35 Investment appraisal methods
6.36 Preparing a financial proposal
6.37 Building life‐cycle costs
6.38 Life‐cycle costing methodology
6.39 Evaluating life‐cycle costs
6.40 The impact of inflation
7 Property and Estates Management
7.1 Introduction
7.2 Property industry
7.3 Market influences
7.4 The cyclical nature of the market
7.5 Property portfolios
7.6 The investment market
7.7 Property investors
7.8 Property management
7.9 Property professionals and specialists
7.10 Developing a property strategy
7.11 Property and asset registers
7.12 Dilapidations
7.13 Vacant property
7.14 Property guardians
8 Property Legislation and Leases
8.1 Ownership and tenure
8.2 The Estate Agents Act 1979
8.3 Consumer protection regulations
8.4 Defective Premises Act 1972
8.5 Occupiers’ Liability Acts 1957 and 1984
8.6 Energy Performance of Buildings (Certificates and Inspections) Regulations
8.7 Health and Safety Legislation
8.8 Boundaries and Party Walls
8.9 The contents and terms of a commercial lease
8.10 Tenant’s covenants
8.11 Landlord’s covenants
8.12 Schedules
8.13 Trigger notices
8.14 Time limits
8.15 User
8.16 Alienation or assignment
8.17 Arbitration
8.18 Additional covenants
8.19 Lease renewals
8.20 Security of tenure
8.21 The machinery for termination – Sections 24–28
8.22 Landlord’s basis for opposing a new tenancy – Section 30
8.23 The new tenancy
8.24 Section 32 Rule
8.25 Market forces and lease renewal
8.26 Repairs
8.27 Wayleaves
8.28 Easement
9 Developing New Buildings
9.1 The development process
9.2 Planning legislation
9.3 The Town and Country Planning Act 1990
9.4 Planning permission
9.5 The Town and Country Planning (Use Classes) Order 2005
9.6 Planning policy guidance notes
9.7 Development plans
9.8 Planning agreements
9.9 Breach of planning control
9.10 Uses pre‐1964
9.11 Listed buildings
9.12 Conservation areas
9.13 Building design
9.14 Building types and uses
9.15 Drivers of building design
9.16 Sustainable construction
9.17 Passivhaus
9.18 Intelligent buildings
9.19 Building information modelling (BIM)
9.20 Structure and its effect on building use
9.21 Planning grids and the use of space
9.22 Developers’ fit‐out
9.23 Measuring building efficiency
9.24 Building efficiency
9.25 Layout impact
9.26 Building performance
9.27 Design Quality Indicator
9.28 Commercial building materials
9.29 Building Regulations
9.30 Approved Documents
10 Project Management
10.1 Introduction
10.2 Project management process
10.3 Fundamentals of project management
10.4 Project manager role
10.5 Responsibilities
10.6 Project briefs
10.7 Terms of reference (TOR)
10.8 Project programmes
10.9 Project timescales
10.10 Quality plan
10.11 FADE project methodology
10.12 PRINCE
10.13 Project planning
10.14 Planning techniques
10.15 Gantt charts
10.16 Critical path analysis
10.17 Project control
10.18 Risk management
10.19 Project budget
10.20 Project teams
10.21 Project support
10.22 Project handover
11 Space Management
11.1 Introduction
11.2 Data and information gathering
11.3 Importance of space
11.4 Space management policy
11.5 Space guidelines
11.6 Effective use of space
11.7 The FM cost driver
11.8 Business performance
11.9 Space planning
11.10 Impact of building structures on space use
11.11 Impact of building services on space use
11.12 Space allocation
11.13 Space utilisation
11.14 Space audits
11.15 Building efficiency
11.16 Building operating costs
11.17 Measuring terminology
11.18 New developments in space use
11.19 Legislation and compliance
12 Workplace and Accommodation Management
12.1 Workplace and accommodation changes
12.2 Move requests
12.3 Churn
12.4 Swing space
12.5 Planning a move
12.6 Implementation
12.7 Post‐move
13 Procurement
13.1 Introduction
13.2 Purchase criteria
13.3 Procurement policy
13.4 Service contracts
13.5 Procurement strategy
13.6 Procurement stages
13.7 Strategic sourcing
13.8 Spend analysis
13.9 Identifying the need
13.10 Demand management
13.11 Supplier selection
13.12 Specifications
13.13 Tendering process
13.14 The tender document
13.15 Invitation to tender process
13.16 Cost models
13.17 Whole‐life costing
13.18 Value engineering
13.19 E‐purchasing
13.20 Legislation
13.21 European procurement legislation
13.22 Bribery Act 2010
14 Contracts and Contract Management
14.1 Introduction
14.2 Consideration
14.3 Communication of offer and acceptance
14.4 Acceptance
14.5 Withdrawal
14.6 Contracts by deed
14.7 Contracts which are not binding
14.8 Contract types
14.9 Contract methods
14.10 Contents of a contract
14.11 Lump‐sum contract
14.12 Measured‐term contract
14.13 Term contract
14.14 Fixed‐price contract
14.15 Reimbursable contract
14.16 Schedule of rates
14.17 Reimbursable and fixed‐fee contract
14.18 Contract relationships
14.19 Partnership
14.20 Contract extensions
14.21 Service level agreements (SLAs)
14.22 Standard contract forms
14.23 CIOB Facilities Management Contract
14.24 JCT suite of contracts
14.25 GC/Works/10 Facilities Management Contract (2000)
14.26 NEC framework of contracts
14.27 BSRIA Soft Landings
14.28 Private finance initiatives (PFIs)
14.29 Terms and conditions
15
Legislation
15.1 Introduction
15.2 UK legal system
15.3 Impact on FM
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 2010
15.14 Modern Slavery Act 2015
16 Legislation Affecting Facilities Management Activities
16.1 Introduction
16.2 Safety policy
16.3 Enforcing authorities
16.4 Management of health and safety regulations
16.5 The HSE five‐step approach
16.6 Risk assessment standards
16.7 Hazards
16.8 Risk control
16.9 Risk register
16.10 Definitions of hazard and risk
16.11 Hazard identification
16.12 Work activities
16.13 Risk assessment
16.14 Risk assessment records
16.15 The Workplace (Health, Safety and Welfare) Regulations 1992 (amended 2002)
16.16 Control of Substances Hazardous to Health 2002
16.17 Work at Height Regulations 2005
16.18 Provision and Use of Workplace Equipment Regulations 1998
16.19 Manual Handling Regulations 1992
16.20 Personal Protective Equipment at Work Regulations 1992
16.21 Lifting Operations and Lifting Equipment Regulations 1998
16.22 Control of Noise at Work Regulations 2005
16.23 Confined Spaces Regulations 1997
16.24 Building Regulations 2010 – Part L
16.25 Data Protection Act 2018
16.26 Regulation of Investigatory Powers Act 2000
16.27 Human Rights Act 1998
16.28 Transfer of Undertakings (Protection of Employment) Regulations 2006
16.29 Working Time Regulations 1998
16.30 National Minimum Wage Act 1998
16.31 Greenhouse Gas Emissions (Directors’ Reports) Regulations 2013
16.32 Companies (Directors’ Report) and Limited Liability Partnerships (Energy and Carbon Report) Regulations 2018
17 Fire Safety and Legislation
17.1 Introduction
17.2 Legislation and standards
17.3 Building design
17.4 Building Regulations
17.5 Designing space
17.6 Standards
17.7 Balanced solution
17.8 Fire separation
17.9 Classification of materials, buildings and fixtures
17.10 Building classifications
17.11 Furnishings
17.12 Means of escape
17.13 Fire signage
17.14 Fire detection and fire alarms
17.15 Fire detection system categories
17.16 Control panels
17.17 Zoning
17.18 Fire, smoke and heat detectors
17.19 Sounders
17.20 Call points
17.21 Cabling
17.22 Suppression systems
17.23 Fire extinguishers
17.24 Hose reels
17.25 Fire blankets
17.26 Sprinklers
17.27 Fire hydrants
17.28 Dry and wet risers
17.29 Regulatory Reform (Fire Safety) Order 2005
17.30 Risk assessment
17.31 Assessment methods
17.32 Training records
17.33 Fire‐trained staff
17.34 The fire drill
17.35 Refuges
18 Electrical Supplies and Electrical Safety
18.1 Introduction
18.2 Single‐phase supply
18.3 Three‐phase low‐voltage supply
18.4 High‐voltage three‐phase supply
18.5 Wiring
18.6 Inspection and testing
18.7 Standards – 18th Edition
18.8 Portable electrical equipment
18.9 Safety
18.10 Electric shock
18.11 Earthing
18.12 Bonding
18.13 Circuit protection
18.14 Cable management
18.15 Power quality
18.16 Voltage optimisers
18.17 Power failures
18.18 Assessing the need
18.19 Uninterruptable power supplies
18.20 Generators
19 Accessibility and Inclusive Built Environments
19.1 Introduction
19.2 Inclusive FM
19.3 Disability discrimination legislation
19.4 Special Educational Needs and Disability Act 2001
19.5 Disability Discrimination Act 2005
19.6 Equality Act 2010
19.7 Planning and Compulsory Purchase Act 2004
19.8 Disability awareness
19.9 Front‐of‐house services
19.10 Personal emergency evacuation plans (PEEPs)
19.11 Communication
19.12 Physical adjustments
19.13 Claims
20 First Aid at Work
20.1 Introduction
20.2 Definition of first aid
20.3 Health and Safety (First‐Aid) Regulations 1981
20.4 Assessment of first‐aid needs
20.5 Suitable person
20.6 First‐aid equipment
20.7 Automated external defibrillators
20.8 Travelling first‐aid kits
20.9 First‐aid rooms
20.10 Inspection and communication
20.11 Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013
20.12 Fit note
21 Asbestos
21.1 Introduction
21.2 Regulations
21.3 Asbestos management plan
21.4 Management options
21.5 Asbestos survey types
21.6 Asbestos material assessment algorithm
21.7 Asbestos priority assessment
21.8 Asbestos management strategies
21.9 Managing an asbestos incident
21.10 Summary checklist
22 Water Supplies and Water Safety
22.1 Introduction
22.2 Water systems
22.3 Water consumption
22.4 Benefits of water conservation
22.5 Water industry
22.6 Compliance
22.7 Water pollution
22.8 Drinking water
22.9 Washing and cleaning
22.10 Food preparation
22.11 Water pressure
22.12 Drainage
22.13 Sustainable Urban Drainage System (SuDS)
22.14 Specialist maintenance
22.15 Water design capacity
22.16 Supply continuity
22.17 Management review
22.18 Water management policy
22.19 Water‐saving technology
22.20 Water recycling systems
22.21 Urinal controls
22.22 Water‐saving tips
22.23 Leak detection
22.24 Water safety
22.25 Approved Code of Practice L8
22.26 Legionella Control Association Code of Conduct
22.27 Risk assessment
22.28 Legionnaires’ disease
22.29 The maintenance implications of Legionnaires’ disease
22.30 Maintenance routines and operating procedures
22.31 Coliform bacteria
22.32 Pseudomonas aeruginosa
22.33 Water quality legislation
22.34 Water quality testing
22.35 Swimming pool management
23 Construction (Design and Management) Regulations
23.1 Introduction
23.2 Notifiable works
23.3 Impact of the Regulations on FM
23.4 Principal designer duties
23.5 Designer duties
23.6 Principal contractor duties
23.7 Competence
23.8 Assessing competence
23.9 Demolition
23.10 Documents
24 Business Continuity
24.1 Introduction
24.2 Basic principles
24.3 Legislation
24.4 Standards
24.5 Impact on business
24.6 Policy
24.7 Planning
24.8 Business impact analysis
24.9 Corporate strategy
24.10 Critical assets
24.11 Hazards, consequences and impacts
24.12 Benefits of a business impact analysis
24.13 Unavailability impact table
24.14 Risk assessment
24.15 Documents
24.16 Standby site
24.17 Implementation
24.18 Two‐team approach
24.19 Crisis management team
24.20 Logistics
24.21 Telephony and data communications
24.22 Testing the plan
24.23 Upkeep of records
24.24 Audit
25 Maintenance – Definitions and Strategies
25.1 Introduction
25.2 Maintenance priorities
25.3 Maintenance classifications
25.4 Maintenance policy
25.5 Computerised maintenance management systems
25.6 Asset registers
25.7 Maintenance programmes
25.8 Maintenance activities
25.9 Maintenance schedules
25.10 Controlling maintenance work
25.11 Building records
25.12 Annual inspections
25.13 Condition surveys
25.14 Planning the survey
25.15 Component life cycles
25.16 Bathtub curve
25.17 Element and component life expectancies
26 Mechanical and Electrical Systems and Their Maintenance
26.1 Introduction
26.2 Heating, ventilation and air conditioning
26.3 Heating systems
26.4 Direct heating systems
26.5 Indirect heating systems
26.6 Ventilation
26.7 Relative humidity
26.8 Natural ventilation
26.9 Mechanical ventilation
26.10 Air conditioning
26.11 Comfort control
26.12 Selection of an appropriate system
26.13 Air‐conditioning systems
26.14 Local exhaust ventilation systems
26.15 Dampers
26.16 Fans
26.17 Filters
26.18 Displacement ventilation systems
26.19 Fan coil units
26.20 Chilled beam
26.21 Diffusers
26.22 Heat pumps
26.23 Packaged air‐conditioning units
26.24 Refrigeration
26.25 Humidification
26.26 Cooling systems
26.27 Fire safety
26.28 Standards
26.29 Lifts
26.30 Lighting
26.31 Lighting requirements
26.32 Light fittings
26.33 Lighting efficiency
26.34 Lighting controls
26.35 Building management systems
26.36 Intelligent buildings
27 Information and Communications Technology
27.1 Introduction
27.2 Ownership options
27.3 Telephone systems
27.4 Telephony services
27.5 Communication wiring
27.6 Fibre optics
27.7 Cable distribution
27.8 Structured cabling systems
27.9 Data rooms and centres
27.10 Wireless networks
27.11 Cellular networks
27.12 Personal area networks
27.13 Virtual private networks
27.14 Firewalls
27.15 Smartphones and tablets
27.16 Cloud computing
27.17 Tele‐presence
27.18 Video conferencing
27.19 Voice over Internet Protocol
27.20 Applications
27.21 QR codes
27.22 Drones
27.23 The Internet of Things
27.24 Artificial intelligence
27.25 Voice‐activated services
28 Grounds and External Areas
28.1 External areas
28.2 In‐house or contracted‐out landscaping maintenance
28.3 Landscaping standards
28.4 Landscape architects
28.5 Decay of trees
28.6 Damage to trees
28.7 Removal of trees and tree stumps
28.8 Ownership of trees
28.9 Spreading of roots and branches
28.10 Dangerous trees
28.11 Licence to plant
28.12 Tree preservation orders
28.13 Conservation areas
28.14 Internal planting
28.15 Artificial plants
28.16 Maintenance of hardstandings and external areas
28.17 Vegetation and planted areas
28.18 Boundary fencing
28.19 Brickwork walls
28.20 Grounds maintenance contracts
28.21 Site footpaths and roads
28.22 Workplace parking
28.23 Parking policy
28.24 Car park categories
28.25 Car park design
28.26 Bicycle parking
28.27 Motorcycle parking
28.28 Car parking standards
28.29 Travel planning
28.30 Car sharing
28.31 Bike share
29 Fabric Maintenance
29.1 Introduction
29.2 Maintenance implications of building structures
29.3 Fabric maintenance programmes
29.4 Internal and external finishes
29.5 External walls and building envelope
29.6 Guttering and rain downpipes
29.7 Lightning conductors
30 Energy Management
30.1 Introduction
30.2 Energy consumption
30.3 Energy‐efficient building designs
30.4 Energy management good practice
30.5 Carbon footprint
30.6 Choice of fuel
30.7 Electricity
30.8 Combined heat and power systems
30.9 Renewable energy sources
30.10 Gas
30.11 Energy monitoring
30.12 Metering
30.13 Investment
30.14 Energy policy
30.15 CRC Energy Efficiency Scheme
30.16 Companies (Directors’ Report) and Limited Liability Partnerships (Energy and Carbon Report) Regulations 2018
30.17 Greenhouse Gas Emissions (Directors’ Reports) Regulations 2013
30.18 Carbon Trust Standard
30.19 ISO 50001 – Energy Management
30.20 BS EN 16247 – Energy Audits
30.21 PAS 2060 – Carbon Neutrality
30.22 PAS 2080 – Carbon Management in Infrastructure
30.23 Legislation
30.24 Building Regulations
30.25 Energy Performance of Buildings Directive
30.26 Energy Performance Certificates
30.27 Display Energy Certificates
30.28 Feed‐in Tariff
30.29 Renewable Heat Incentive
30.30 Energy Savings Opportunity Scheme
30.31 Minimum Energy Efficiency Standard
30.32 Smart Export Guarantee Scheme
31 Front of House
31.1 Reception services
31.2 The first impression
31.3 The welcome process
31.4 Welcome formalities
31.5 Managing visitor expectations
31.6 Best practice
31.7 Customer service
31.8 Customer and visitor satisfaction
31.9 Visiting groups
31.10 Meet and greet service
31.11 Styles of welcome and reception service
31.12 Welcome boards
31.13 Remote entry points
31.14 The goodbye
31.15 Reception service standards
31.16 Corporate duty of care
31.17 Recording visitor information
31.18 Display of company signage
31.19 Visitor risk assessments
31.20 Fire precautions in the reception area
31.21 CCTV surveillance
31.22 Trespassing and theft
31.23 Switchboard services
31.24 Room booking services
31.25 Virtual reception
32 Housekeeping and Cleaning Services
32.1 Cleaning services
32.2 Cleaning methods
32.3 Cleaning standards
32.4 Cleaning specifications
32.5 Cleaning costs
32.6 Advantages and disadvantages of contract cleaning
32.7 Staff
32.8 Daytime cleaning
32.9 Equipment
32.10 Microfibre materials
32.11 Ionators and active water
32.12 Cleaning chemicals
32.13 Detergents
32.14 Sealants
32.15 Solvents
32.16 Example contract cleaning specification
32.17 Checklist
32.18 COVID‐19 Cleaning guidance
33 Security Management
33.1 Introduction
33.2 Security strategy
33.3 Contract security services
33.4 Licensed security roles
33.5 Increased importance
33.6 Contractor selection
33.7 Service standards
33.8 Site survey and analysis
33.9 Assignment instructions
33.10 Access control
33.11 Door security
33.12 Door furniture
33.13 Windows
33.14 Electronic access control systems
33.15 Components in electronic systems
33.16 Advantages and disadvantages of electronic systems
33.17 Training
33.18 Special considerations
33.19 Disability discrimination
34 Customer and Stakeholder Relations
34.1 The importance of good service delivery
34.2 Customer care
34.3 Stakeholder analysis
34.4 Customer service
34.5 Communication
34.6 Service delivery requirements
34.7 Analysis tools
34.8 Questionnaires
34.9 User and focus groups
34.10 Mystery shopping
34.11 Critical service features
34.12 Gap analysis
34.13 Service quality (SERVQUAL)
34.14 Internal customer service
34.15 FM helpdesk
34.16 Service level agreements
34.17 Customer service standards
34.18 Customer journey mapping
34.19 Customer Effort Score (CES)
34.20 Net Promoter Score (NPS)
35 Waste Management
35.1 Introduction
35.2 Waste management policy
35.3 Waste management structure
35.4 Waste management procedures
35.5 Duty of care
35.6 Waste minimisation
35.7 Building design
35.8 Operational buildings
35.9 Business activities and business processes
35.10 Product labelling
35.11 Recycling
35.12 Plastic waste
35.13 Anaerobic digestion
35.14 Waste to energy
35.15 Waste product database
35.16 Waste classification
35.17 Waste management audits
35.18 Targets
35.19 Landfill
35.20 Legislation
36 Catering and Hospitality Services
36.1 Introduction
36.2 Catering trends
36.3 Catering strategy
36.4 Catering objectives
36.5 In‐house catering operation
36.6 Contracted‐out catering services
36.7 Contract types
36.8 Catering specification
36.9 Catering costs
36.10 Catering services review
36.11 Food hygiene and safety
36.12 Hazard Analysis of Critical Control Points
36.13 Allergens
36.14 Legislation
36.15 Well‐being
36.16 Standards and accreditations
37 Quality Management
37.1 Origins
37.2 Quality
37.3 Quality management
37.4 Continuous improvement
37.5 Lean
37.6 Quality systems and procedures
37.7 Total quality management
37.8 Business Excellence Model – European Foundation of Quality Management
37.9 Six Sigma
37.10 Quality standards and accreditation schemes
37.11 Standards
37.12 ISO 9000
37.13 ISO 41001
37.14 ISO 14001
37.15 Investors in People
37.16 Benchmarking
37.17 FM benchmarking
37.18 Key performance indicators
38 Document Management Services
38.1 Corporate information
38.2 Document management
38.3 Mail
38.4 Reprographics
38.5 Photocopiers
38.6 Printers
38.7 Multi‐function devices
38.8 Facsimile (fax) machines
38.9 Electronic document management system
38.10 Audiovisual equipment
38.11 Archives
39 Sustainability and Environmental Issues
39.1 Introduction
39.2 Historical overview
39.3 Definitions
39.4 Earth’s resources
39.5 Ecological footprint
39.6 The One Planet Living principles
39.7 FM’s role
39.8 Environmental impacts
39.9 History of CSR
39.10 CSR responsibilities
39.11 CSR standards
39.12 Measuring CSR
39.13 Benchmarking CSR
39.14 Sustainability Index in FM
39.15 CSR and Environmental Policy
40 Management of the Facilities Management Function
40.1 The facilities management team
40.2 Setting up the department
40.3 Workload planning and allocation
40.4 Delegation
40.5 Recruitment
40.6 FM competencies
40.7 Training and development
40.8 Career planning
40.9 Motivation
40.10 Culture and values
40.11 Team building
40.12 Multi‐team (cross‐functional) working
40.13 Discipline, grievances and staff exit
40.14 Management
40.15 Leadership
40.16 Raising the profile of workplace and FM professionals
Index
End User License Agreement
List of Tables
Chapter 2
Table 2.1 Demand and supply of FM services
Table 2.2 FM roles in an organisation
Table 2.3 Factors driving the development of FM
Chapter 3
Table 3.1 Potential FM services
Chapter 4
Table 4.1 Example outcome of a PESTLE analysis
Table 4.2 Steps in a strategic analysis
Table 4.3 Conditions affecting an FM strategy
Table 4.4 Premises policy contents
Table 4.5 Audit stage 1 – fact finding
Chapter 6
Table 6.1 Glossary of financial terms
Table 6.2 Users of financial information
Table 6.3 Roles of budgets
Table 6.4 Examples of FM costs
Table 6.5 FM cost categories
Table 6.6 Examples of fixed and variable costs in the FM budget
Table 6.7 Project financial appraisals
Table 6.8 Cost–benefit analysis example
Table 6.9 Contents of a business case
Chapter 7
Table 7.1 Comparison of objectives
Table 7.2 Dilapidations Section 18 claim
Table 7.3 Dilapidation claim devalued by diminution in value
Table 7.4 Reasons for property to become vacant
Table 7.5 Checklist of FM actions to protect vacant property
Chapter 9
Table 9.1 List of classes of use permitted
Table 9.2 Environmental Assessment Schemes
Table 9.3 Building technologies
Table 9.4 Features of building structures and layouts
Table 9.5 Properties of elements of construction
Chapter 10
Table 10.1 The FADE project approach
Chapter 11
Table 11.1 Impact of building structures on space use
Table 11.2 Noise control principles
Table 11.3 Factors affecting light and its effectiveness in the workplace
Table 11.4 Lighting control principles
Table 11.5 Guidance on lux levels
Table 11.6 Thermal control principles
Table 11.7 Critical examination of the organisation and use of space
Table 11.8 Methods of data collection
Table 11.9 Operational costs
Table 11.10 Examples of potential space and operating costs
Table 11.11 International Property Management Standards (IPMS) definitions
Table 11.12 Resistance to changes in space use
Chapter 13
Table 13.1 Examples of goods or services purchased by an FM
Table 13.2 Comparison of specifications
Table 13.3 Stages in procurement
Table 13.4 Tender schedule
Table 13.5 Tender document structure example
Table 13.6 Cost examples
Table 13.7 The value‐engineering approach to cost management
Table 13.8
Table 13.9 EU tender procedure types
Chapter 14
Table 14.1 Contract contents
Table 14.2 CIOB FM contract appendices
Table 14.3 Phases in the Soft Landings Contract
Chapter 15
Table 15.1 Types of law
Table 15.2 Government agents and areas of responsibility in law
Table 15.3 List of concerns ranked in order of importance
Table 15.4 List of FM activities and the relevant laws
Chapter 16
Table 16.1 The Health and Safety at Work Act 1974
Table 16.2 Hierarchy of control measures
Table 16.3 Probability outcomes
Table 16.4 Scope of the Workplace Regulations
Table 16.5 Noise levels requiring action to safeguard hearing
Table 16.6 Part L Compliance Guide Contents – Non‐domestic Buildings
Chapter 17
Table 17.1 The components of a fire
Table 17.2 Classes of fire
Table 17.3 Proposals to improve fire safety in high‐risk, high‐rise buildings...
Table 17.4 Building Regulations Approved Document B
Table 17.5 Common means of escape terminology
Table 17.6 Means of escape
Table 17.7 Fire detection systems
Table 17.8 Fire detector types
Table 17.9 Fire cabling types
Table 17.10 Fire suppression systems
Table 17.11 Fire extinguishers
Table 17.12 Use of hose reels
Table 17.13 Fire sprinkler systems
Table 17.14 Fire evacuation strategies
Chapter 18
Table 18.1 Main changes in the 18th edition of BS 7671
Table 18.2 Dangers of electricity to people
Table 18.3 Electrical faults
Table 18.4 Uninterruptable power supply (UPS) examples
Chapter 19
Table 19.1 Principles of accessibility
Chapter 20
Table 20.1 Determination of first‐aid requirements in the workplace
Chapter 21
Table 21.1 Asbestos material assessment
Table 21.2 Management assessment
Chapter 22
Table 22.1 Features of SuDS
Table 22.2 The four criteria of a water management review
Table 22.3 Building urinal control systems
Chapter 23
Table 23.1 Duty holders
Table 23.2 Client’s duties
Table 23.3 Contents of the information pack
Table 23.4 Client checklist
Chapter 24
Table 24.1 Average length of business interruptions and their cause
Table 24.2 Life cycle of BCM
Table 24.3 BCP stages
Table 24.4 Examples of risks
Table 24.5 Template for assessing impact of risk to business
Table 24.6 Worked risk assessment example
Table 24.7 Business continuity planning checklist
Table 24.8 Business continuity planning teams
Chapter 25
Table 25.1 Maintenance definitions
Table 25.2 Maintenance classifications (unless stated otherwise, the quotes a...
Table 25.3 Maintenance frequencies
Table 25.4 Example maintenance schedule
Table 25.5 Maintenance scheduling issues
Table 25.6 Building record contents
Table 25.7 Maintenance definitions
Chapter 26
Table 26.1 WELL air quality parameters
Table 26.2 Natural ventilation systems
Table 26.3 Typical speeds of lifts
Table 26.4 Lighting terminology
Table 26.5 Types of lamp
Table 26.6 Light levels (lux) in different settings
Table 26.7 Light efficiency
Table 26.8 Integrated building analysis: example uses
Chapter 27
Table 27.1 Selection of ICT systems
Table 27.2 Telephony terminology
Table 27.3 Range of telecommunications services
Table 27.4 Features of an ICT communications policy
Table 27.5 Management control features
Table 27.6 Data Centre Classifications
Table 27.7 The benefits of wireless working
Table 27.8 The drawbacks of wireless working
Table 27.9 Computer‐aided facilities management (CAFM) components
Table 27.10 Potential uses of drones
Table 27.11 Potential of the Internet of Things for FM operations
Chapter 28
Table 28.1 Risk factors affecting root growth and damage
Table 28.2 Environmental factors affecting internal planting
Table 28.3 The key attributes of car park designs
Table 28.4 Travel plan benefits
Chapter 30
Table 30.1 Ways to promote energy management
Table 30.2 Energy and Carbon Report contents according to the Streamlined Ene...
Table 30.3 Criteria for an ESOS energy audit
Chapter 31
Table 31.1 Advantages and disadvantages of a meet and greet service
Table 31.2 Style of service offered to different visitors
Table 31.3 Example service level agreement for a reception service
Chapter 32
Table 32.1 Range of cleaning activities
Table 32.2 Ways to clean
Table 32.3 Examples from the BICSc general cleaning standard
Table 32.4 Range of chemicals used in cleaning activities
Table 32.5 Specialty products
Table 32.6 Applicator types and features
Table 32.7 Types of water‐based wax
Chapter 34
Table 34.1 Examples of stakeholders
Table 34.2 The gaps in service quality
Table 34.3 Benefits of excellent customer service
Chapter 35
Table 35.1 Responsibilities in the waste chain
Table 35.2 Categories of plastic waste
Table 35.3 Waste assessment procedure
Table 35.4 General waste codes
Table 35.5 Properties of hazardous waste
Table 35.6 Persistent organic pollutants
Table 35.7 Classification of waste substances during transport
Chapter 36
Table 36.1 Costs of catering in a cost‐plus contract (in £s)
Table 36.2 Costs of catering in a fixed‐price contract (in £s)
Table 36.3 General catering cost elements
Table 36.4 Duties in food hygiene and food safety
Table 36.5 The seven principles of HACCP
Table 36.6 Food Hygiene Rating Scheme ratings
Chapter 37
Table 37.1 Fundamental inputs to a quality management (QM) system
Table 37.2 Fundamental concepts in the EFQM
Table 37.3 The five steps in Six Sigma
Table 37.4 Standards and accreditation schemes related to FM
Table 37.5 The eight ISO standard quality principles
Table 37.6 Advantages and disadvantages of ISO 9000
Table 37.7 Types of benchmarking
Table 37.8 The four steps in the implementation of a benchmarking exercise
Table 37.9 Soft data questions
Table 37.10 Benchmarking examples in FM
Table 37.11 FM benchmarking metrics
Chapter 38
Table 38.1 Mailroom procedures
Chapter 39
Table 39.1 Earth’s capital
Table 39.2 One Planet Living
Table 39.3 Environment impacts of FM activities
Table 39.4 Behaviour guidelines according to the OECD
Table 39.5 Global Reporting Initiative standards
Table 39.6 Elements of SA8000
Table 39.7 Business in the Community’s Responsible Business Tracker component...
Table 39.8 SFMI Balanced Scorecard components
Chapter 40
Table 40.1 Definitions relating to delegation
Table 40.2 Attributes and behaviours
Table 40.3 Skills and abilities
Table 40.4 RICS FM Qualification Pathway
Table 40.5 Factors in Herzberg Two‐Factor Model
Table 40.6 Behaviour traits in McGregor’s Theory X and Theory Y
Table 40.7 Motivation methods
Table 40.8 Belbin’s Team Roles
Table 40.9 Practical suggestions for rewarding others
Table 40.10 Teamworking tips
Table 40.11 Factors that may cause staff to leave
Table 40.12 Management roles
List of Illustrations
Chapter 2
Figure 2.1 Demand–supply model of FM
Figure 2.2 Value‐added contributions in a collaborative organisation
Chapter 3
Figure 3.1 Factors involved in the provision of FM services
Figure 3.2 The FM pyramid
Chapter 4
Figure 4.1 Developing FM strategies (KPIs: key performance indicators; SLAs:...
Figure 4.2 Alignment of strategic purposes of FM
Figure 4.3 In‐house FM model
Chapter 5
Figure 5.1 Relationship between in‐house and outsourced operations
Figure 5.2 Outsourcing FM models
Chapter 11
Figure 11.1 Adjacency matrix
Figure 11.2 Bubble diagrams
Figure 11.3 Results of utilisation survey
Figure 11.4 The space audit framework
Figure 11.5 Space cost illustration
Figure 11.6 Building space measures
Chapter 13
Figure 13.1 Supply matrix
Chapter 15
Figure 15.1 The UK justice system
Chapter 25
Figure 25.1 Maintenance planning
Figure 25.2 Bathtub curve of maintenance
Figure 25.3 Element and component life expectancies (HVAC: heating, ventilat...
Chapter 28
Figure 28.1 Grounds maintenance audit check list
Chapter 30
Figure 30.1 The six steps in PAS 2060 (
Carbon Neutrality
)
Chapter 32
Figure 32.1 Cleaning audit checklist
Figure 32.2 Cost proformas
Chapter 34
Figure 34.1 Example stakeholder analysis
Figure 34.2 Customer satisfaction
Chapter 35
Figure 35.1 Waste hierarchy and waste minimisation principles
Chapter 36
Figure 36.1 Trends in catering
Figure 36.2 Example catering specification
Figure 36.3 Lunch service
Chapter 39
Figure 39.1 The trilogy of sustainable FM
Chapter 40
Figure 40.1 Maslow’s Hierarchy of Needs
Figure 40.2 Management activities
Guide
Cover
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FACILITIES MANAGER'S DESK REFERENCE
Third Edition
JANE M. WIGGINS
FM Tutor & Associates Ltd
This edition first published 2021© 2021 John Wiley & Sons Ltd.
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 law. Advice on how to obtain permission to reuse material from this title is available at http://www.wiley.com/go/permissions.
The right of Jane M. Wiggins to be identified as the author of this work has been asserted in accordance with law.
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Library of Congress Cataloging‐in‐Publication Data
Names: Wiggins, Jane M., author.
Title: Facilities manager’s desk reference / Jane M. Wiggins, owner, FM Tutor & Associates Ltd.
Description: Third edition. | Hoboken, NJ : Wiley‐Blackwell, 2021. | Includes bibliographical references and index.
Identifiers: LCCN 2020038232 (print) | LCCN 2020038233 (ebook) | ISBN 9781119633594 (paperback) | ISBN 9781119633600 (adobe pdf) | ISBN 9781119633617 (epub)
Subjects: LCSH: Facility management‐‐Handbooks, manuals, etc.
Classification: LCC TS155 .W536 2020 (print) | LCC TS155 (ebook) | DDC 658.2‐‐dc23
LC record available at https://lccn.loc.gov/2020038232
LC ebook record available at https://lccn.loc.gov/2020038233
Cover Design: Wiley Cover Image: © Howard Kingsnorth/Getty Images
List of Abbreviations
AC
air conditioning
ACAS
Advisory, Conciliation and Arbitration Service
ACM
asbestos‐containing material
ACoP
Approved Code of Practice
ACPO
Association of Chief Police Officers
AD
anaerobic digestion
ADR
alternative dispute resolution
AE
annual equivalent
AED
automated external defibrillator
AFDD
arc fault detection devices
AFM
Association of Facilities Managers
AGA
Authorised Guarantee Agreement
AHU
air handling unit
AI
assignment instruction
AIB
asbestos insulating board
AMR
automatic meter reader
AP
appointed person
ASHRAE
American Society of Heating, Refrigerating and Air‐Conditioning Engineers
BALI
British Association of Landscape Industries
BAR
British Association of Removers
BAS
building automation system
BCIS
Building Cost Information Service
BCM
business continuity management
BCO
British Council for Offices
BCP
business continuity planning/plan
BE
built environment
BEIS
Business, Energy and Industrial Strategy
BEMS
building energy management systems
BESA
Building Engineering Services Association
BIA
business impact analysis
BICSc
British Institute of Cleaning Science
BIFM
British Institute of Facilities Management
BIM
building information modelling
BITC
Business in the Community
BMS
building management system
BOO
Build, Own, Operate
BOT
Build, Operate, Transfer
BRE
Building Research Establishment
BREEAM
Building Research Establishment Environmental Assessment Method
BRICS
Brazil, Russia, India, China and South Africa
BS
British Standard
BSI
British Standards Institution
BSIA
British Security Industry Association
BSRIA
Building Services Research and Information Association
BT
British Telecom
BTEC
Business and Technology Education Council
BV
best value
BVPP
Best Value Performance Plan
CAD
computer‐aided design
CAFM
computer‐aided facilities management
CAWR
Control of Asbestos at Work Regulations
CBA
cost–benefit analysis
CBM
condition‐based maintenance
CCP
critical control point
CCTV
closed circuit television
CDM
Construction Design and Management Regulations
CEA
cost‐effectiveness analysis
CEEQUAL
Civil Engineering Environmental Quality Assessment and Award Scheme
CES
Customer Effort Score
CFM
Centre for Facilities Management
or
Certified Facility Manager
CHAS
Contractors Health and Safety Assessment Scheme
CHP
combined heat and power
CIBSE
Chartered Institution of Building Services Engineers
CIOB
Chartered Institute of Building
CIPS
Chartered Institute of Procurement and Supply
CIS
Construction Industry Scheme
CITB
Construction Industry Training Board
CITES
Convention on International Trade in Endangered Species of Wild Fauna and Flora
CLP
Classification, Labelling and Packaging Regulation
CMG
Commercial Moving Group
CMMS
computerised maintenance management system
COSHH
Control of Substances Hazardous to Health Regulations
CPA
critical path analysis
CPI
critical performance indicators
CPSS
Cleaning Professionals Skills Suite
CPU
central processing unit
CRC
Carbon Reduction Commitment
CRM
customer relationship management
CSF
critical success factors
CSR
corporate social responsibility
CV
constant volume
DAERA
Department of Agriculture, Environment and Rural Affairs
DAS
Design and Access Statement
DBFO
Design, Build, Finance, Operate
DCF
discounted cash flow
DCMF
Design, Construct, Manage, Finance
DDA
Disability Discrimination Act
DEC
Display Energy Certificate
DEFRA
Department for Environment, Food and Rural Affairs
DNO
distribution network operator
DPC
damp proof course
DPIA
data protection impact assessment
DPO
data protection officer
DQI
Design Quality Indicator
DREAM
Defence Related Environmental Assessment Method
DSE
Health and Safety (Display Screen Equipment) Regulations
EA
Environment Agency
ECA
enhanced capital allowance
EDMS
electronic document management system
EDS
Electronic Data Systems
EFAW
emergency first aid at work
EFQM
European Foundation of Quality Management
EfW
energy‐from‐waste
EHO
Environmental Health Officer
EIA
environmental impact assessment
EIA/TIA
Electronic Industry Association and the Telecommunications Industry Association
EMAS
Eco‐Management and Audit Scheme
EMEA
Europe, the Middle East and Africa
EMI
electromagnetic interference
EMS
electromagnetic screen
EPBD
Energy Performance of Buildings Directive
EPC
Energy Performance Certificate
ERP
enterprise resource planning
ESOS
Energy Savings Opportunity Scheme
ESTA
Energy Services and Technology Association
ETO
economic, technical or organisational reason
EU
European Union
EWC
European Waste Catalogue
EWS
enterprise‐wide system
FAQ
frequently asked questions
FAW
first aid at work
FELV
functional extra‐low voltage
FF&E
fixtures, fittings and equipment
FFI
fee for intervention
FIT
Feed‐in Tariff
FM
facilities management
or
facilities manager
FMA
Facilities Management Association
FMI
Facility Management Institute
FMP
Facility Management Professional
FRS
financial reporting standards
FSC
Forest Stewardship Council
FTE
full‐time equivalents
FTSE
Financial Times Stock Exchange
GCW
General Contract Works
GDO
general development order
GDP
gross domestic product
GDPR
General Data Protection Regulation
GEA
gross external area
GEEP
generic emergency plan
GHG
greenhouse gas
GIA
gross internal area
GPI
general performance indicators
GPRS
General Packet Radio Service
GPS
Global Positioning System
GRI
Global Reporting Initiative
GSM
Global System for Mobile Communications
GWP
global warming potential
HACCP
Hazard Analysis of Critical Control Points
HCFC
hydrochlorofluorocarbon
HDPE
high‐density polyethylene
HFC
hydrofluorocarbon
HIV
human immunodeficiency virus
HMRC
Her Majesty's Revenue and Customs
HR
human resources
HRRB
high‐risk, high‐rise buildings
HSE
Health and Safety Executive
HTHW
high temperature system
HV
high voltage
HVAC
heating, ventilation and air conditioning
IAM
Institute of Administrative Management
IAQ
indoor air quality
ICF
intelligent client function
ICT
information and communications technology
IEE
Institution of Electrical Engineers
IEEE
Institute of Electrical and Electronics Engineers
IET
Institution of Engineering and Technology
IFM
Institute of Facilities Management
IFMA
International Facility Management Association
IFRS
International Financial Reporting Standards
IiP
Investors in People
IOSH
Institution of Occupational Safety and Health
IoT
Internet of Things
IP
Internet Protocol
IPC
integrated pollution control
IPCC
Intergovernmental Panel on Climate Change
IPD
Investment Property Databank
IPMS
International Property Management Standards
IPS
inline power supply
IPSA
International Professional Security Association
IRR
internal rate of return
ISA
individual savings accounts
ISO/IEC
International Organization for Standardization and the International Electrotechnical Commission
IT
information technology
IWBI
International WELL Building Institute
IWFM
Institute of Workplace and Facilities Management
JCA
Joint Competent Authority
JCT
Joint Contracts Tribunal
KPI
key performance indicator
LA
local authority
LAN
local area network
LCC
life‐cycle costing
LCR
least‐cost routing
LED
light‐emitting diode
LEED
Leadership in Energy and Environmental Design
LEV
local exhaust ventilation
LLP
limited liability partnerships
LNG
liquefied natural gas
LNR
Local Nature Reserves
LOLER
Lift Operations and Lifting Equipment Regulations
LoW
List of Waste
LPA
local planning authority
LTHW
low temperature system
LTM
long‐term maintenance
LV
low voltage
M&E
mechanical and electric
MDHS
Methods for the Determination of Hazardous Substances
MEES
Minimum Energy Efficiency Standard
MEL
maximum exposure limits
MEP
mechanical, electrical and plumbing
MERS
most economical route selection
MFD
multi‐function device
MICC
mineral insulated copper cable
MIS
management information system
ML
machine learning
MMS
multimedia services
MTHW
medium temperature system
NEAT
NHS Environmental Assessment Method
NEBOSH
National Examination Board in Occupational Safety and Health
NEC
New Engineering Contract
NFMA
National Facility Management Association
NHSS
National Highways Sector Scheme
NIA
net internal area
NNR
National Nature Reserves
NPS
Net Promoter Score
NPV
net present value
NSI
National Security Inspectorate
NUA
net usable area
O&M
operating and maintenance
ODG
Office Design Group
ODP
ozone depletion potential
OECD
Organisation for Economic Co‐operation and Development
OES
occupational exposure limits
OJEU
Official Journal of the European Union
PACE
Property Advisers to the Civil Estate
PAN
personal area network
PAT
portable appliance test
PC
principal contractor
or
personal computer
PD
principal designer
PDCA
Plan, Do, Check, Action
PEEP
Personal Emergency Evacuation Plan
PERT
Program Evaluation and Review Technique
PEST
political, economic, social and technological analysis
PESTLE
political, economic, social, technological, legislative and environmental analysis
PF2
revised format of PFI
PFC
perfluorocarbon
PFI
private finance initiative
PIA
Post Implementation Analysis
PIN
personal identification number
PIR
passive infrared
PLC
public limited company
PM
project manager
POE
Post Occupation Evaluation
PPE
personal protective equipment
PPM
planned preventative maintenance
PPP
public–private partnership
PQQ
pre‐qualification questionnaire
PRINCE
Projects In Controlled Environments
PUE
power usage effectiveness
PUWER
Provision and Use of Work Equipment Regulations
PV
photovoltaic
PVC
polyvinyl chloride
PZB
Parasuraman, Zeithaml and Berry
QAC
quaternary ammonium compounds
QM
quality management
QMS
quality management system
QR
quick response
RAM
random‐access memory
RCD
residual current device
REACH
Registration, Evaluation, Authorisation and Restriction of Chemicals
REIT
real estate investment trust
REP
real estate partnership
RFI
request for information
RFID
radio frequency identification
RH
relative humidity
RHI
Renewable Heat Incentive
RIBA
Royal Institute of British Architects
RICS
Royal Institution of Chartered Surveyors
RIDDOR
Reporting of Injuries, Diseases and Dangerous Occurrences Regulations
RLV
reduced low voltage
RO
Renewables Obligation
ROCE
return on capital employed
ROLO
Registration of Land‐Based Operatives
RRO
Regulatory Reform (Fire Safety) Order
SAC
Special Areas of Conservation
SAI
Social Accountability International
SCS
structured connectivity solution
SDG
Sustainable Development Goals
SECRSEG
Streamlined Energy and Carbon ReportingSmart Export Generator
SENDA
Special Educational Needs and Disability Act
SEPA
Scottish Environment Protection Agency
SERVQUAL
service quality
SFP
Sustainability Facility Professional
SIA
Security Industry Authority
SIC
Standard Industrial Classification of Economic Activities
SIM
subscriber identity module
SLA
service level agreement
SMART
specific, measurable, achievable, realistic and timely
SME
small and medium‐sized enterprise
SMS
short messaging service
SOR
statement of requirements
SPA
Special Protection Areas
SPS
Safer Parking Scheme
SPV
special‐purpose vehicle
SSSI
Sites of Special Scientific Interest
STP
shielded twisted pair
SuDS
Sustainable Urban Drainage System
SWL
safe working load
SWOT
strengths, weaknesses, opportunities and threats
TDS
total dissolvable solid
TFM
total facilities management
TOR
terms of reference
TPO
tree preservation order
TPS/FPS
telephone/fax preference service
TQM
total quality management
TSC
Term Service Contract
TUPE
Transfer of Undertakings (Protection of Employment) Regulations
UBR
uniform business rate
UDP
unitary development plan
UPS
uninterruptible power supply
UPVC
unplasticised polyvinyl chloride
UTP
unshielded twisted pair
UV
ultraviolet
VAT
Value Added Tax
VAV
variable air volume
VE
value engineering
VFM
value for money
VIP
very important person
VOA
Valuation Office Agency
VOC
volatile organic compound
VoIP
Voice over Internet Protocol
VPN
virtual private network
VR
virtual receptionist
VRF
variable refrigerant flow
VUCA
volatility, uncertainty, complexity and ambiguity
WAN
wide area network
WAP
Wireless Application Protocol
WCED
World Commission on Environment and Development
WEEE
Waste Electrical and Electronic Equipment Directive
or
Waste Electrical and Electronic Equipment
WHSWR
Workplace (Health, Safety and Welfare) Regulations
WLAN
wireless local area network
WPA
Wi‐Fi Protected Access
WTE
Waste to Energy
WWF
World Wildlife Fund
Introduction
FM (facilities management, or facilities manager) covers a wide range of disciplines, sometimes being referred to as the ‘jack of all trades’ or the ‘Cinderella function’ in an organisation. Many employees will turn to the workplace manager or FM to sort out their workplace issues and requests, so a competent FM must be able to turn their hand to practically anything. With constant changes to legislation, advances in the use of technology in the workplace, and increasing demands from staff, visitors and customers, many organisations are striving to maintain their competitive advantage. FMs are frequently expected to ensure compliance, provide opportunities for the organisation to adopt new ways of using built environments and identify other creative ways to reduce operational occupancy cost, yet maintain appropriate and productive working environment standards. For FMs, who need to juggle the many demands on their knowledge, experience and time, this reference text will be a useful ‘bible’, helping them to facilitate solutions and adaptations to their clients’ built environments.
Facilities Manager's Desk Reference
