Total Facilities Management

by Atkin, Brian; Brooks, Adrian

Edition: 3rd

ISBN13: 9781405186599

ISBN10: 1405186593

Format: Paperback

Pub. Date: 2009-07-20

Publisher(s): Wiley-Blackwell

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Summary

Earlier editions of Total Facilities Management have been praised for the lucid presentation style and direct applicability of its contents. The Third Edition follows in that tradition, providing an accessible text bridging the gap between the theory of facilities management and its implementation. This book raises issues which all practitioners should consider before embarking on a particular plan, showing the link between facilities management practice and an organization's business objectives and dealing with issues known to concern practitioners.

Author Biography

Brian Atkin BSc, MPhil, PhD, FRICS, FCIOB has held various professorial appointments over the past decade including a number overseas. He is currently Director of Atkin Research & Development Ltd, specialising in technology transfer and studies of quality, performance and efficiency in the property, construction and engineering industries. His research and publications cover construction process improvement, project performance and the impact of cross-culture on major international projects. Brian is also Director of the Swedish national research and development programme, Competitive Building, and serves on other international advisory boards and committees for innovation and research centres and programmes.

Adrian Brooks BSc (Hons), MBA, MRICS is a chartered quantity surveyor with an MBA from the Cass Business School. He is the Director of Consulting for Acuity Management Solutions, a young and dynamic facilities management business, having held board positions in other property and facilities management businesses previously. Adrian continues to provide strategic advice to blue chip organisations internationally and is a regular speaker on best practice techniques and facilities issues.

Total Facilities Management û Third Edition
An introduction to facilities management
Key issues
Background
Rationale for facilities management
Defining facilities management
Approaches to facilities management
Informed client function
Concept of best value
Supplier relationships
Matters of risk
Conclusions
Developing a strategy for facilities management
Key issues
Introduction
Developing a facilities management strategy
Strategic analysis of facilitiesÆ requirements
Developing solutions
Strategy implementation
Relationships between client organisations and service providers
Case study û Developing a strategy
Conclusions
Facilities planning (New Chapter)
Key issues
Introduction
Space planning
Design briefing
Facilities management briefs
Post-occupancy evaluations
Corporate real estate management
Real estate options
Buy, lease or rent
Totally serviced workplaces
Conclusions
Retaining services in-house vs outsourcing
Key issues
Introduction
Attributes of service
Customer service
Uniqueness of service
Priority, flexibility and speed of response
Management implications and indirect cost
Direct cost
Control
Overview of options and implications
Market testing
Other implications of outsourcing
Conclusions
Change management
Key issues
Introduction
Change in an organisational setting
Managing change in practice
Change as a process
Communicating change
Responsibilities of those managing change
Resolving cultural conflict
Case study û EastPoint Property Management Services Limited
Conclusions
Human resources management implications
Key issues
Introduction
Dealing with shifting demands for resources
Appropriate management structure
Case study - Practical human resources issues
Employment obligations
Case study û Sun Life of Canada (UK) Limited
Functions, job descriptions and skills
Performance appraisal
Conclusions
Policy and procedures for outsourcing
Key issues
Introduction
Essential approach
Strategy
Tender documents
Tendering process
Ongoing relationships
Conclusions
Policy and procedures for in-house provision
Key issues
Introduction
Definition of services
Identifying stakeholders
In-house capabilities and skills
Departments as customers
In-house team approach
Service provision reviewed and improved
Conclusions
Service specifications, service level agreements and performance
Key issues
Introduction
StakeholdersÆ interests
Rationale for service specifications and SLAs
What is a service specification?
Example of a service specification û cleaning of open plan offices
What is a service level agreement (SLA)?
Example of a service level agreement (SLA)
Critical success factors
Key performance indicators
Performance monitoring
Updating service specification and SLAs
Quality system
Conclusions
Social, health and safety considerations (Reworked Chapter)
Key issues
Introduction
Relevant legislation
General policy
Corporate social responsibility
Organisation and administration
WorkersÆ rights
Disability discrimination
Safety rules and practice
Stress, employees and the organisation
Conclusions
Workplace productivity
Key issues
Introduction
Measuring productivity
Work itself
The organisation
Communication
Work environment
Environmental factors having an impact on productivity
Design implications
Unconventional working arrangements
Conclusions
Building intelligence (New Chapter)
Key issues
Introduction
Building services installations
Control systems
Building automation
Energy management systems
Intelligent buildings - smart buildings
Smart sensing
Case study û Swiss Re or other
Cyber-agents and intelligent systems
Conclusions
Facilities management service providers
Key issues
Introduction
Preliminary approach
Types of service provision
Managing agent
Case study û Facilities management in the public sector
Managing contractor
Managed budget
Total facilities management
Evolution in the nature of service providers
Determining the best approach
Conclusions
Managing service provider and supplier relationships
Key issues
Introduction
Service providers and suppliers
Types of relationship
What kind of relationship is needed?
Contractual arrangements and partnering
Gain-sharing
Continual improvement
Conclusions
Managing specialist services (New Chapter)
Key issues
Introduction
ICT services
Health care services
Security and protection services
Custodial services
Professional services
Other specialist services
Risks, insurance and indemnities
Performance and service level agreements
Conclusions
Information systems management (New Chapter)
Key issues
Introduction
Planned preventive maintenance
Property and maintenance databases
Case study - Iceconsult
Spatial planning
Computer-aided facilities management
Building information modelling
Retrospective actions
Case study - Sydney Opera House
Conclusions
Contract management and financial control
Key issues
Introduction
Contractual approach and terms
Payments
Cost monitoring
Performance monitoring
Change control
Contract administration
Contract review
Conclusions
Benchmarking and best practice
Key issues
Introduction
Pursuing continual improvement
Benchmarking practices
Measuring performance
Benchmarking facilities management
Other kinds of benchmarking
Case study û Diageo plc
Conclusions
Public-private partnerships
Key issues
Introduction
Public-private partnerships (PPPs)
Procurement and contractual approach
Generic PPP project set-up
Main types of service provided
Payment mechanisms
Facilities management and private sector participation
Output specifications
Relevance and benefit of private investment and partnership
Risk and private investment
Problems with private investment and partnership
Conclusions
Education, training and professional development
Key issues
Introduction
Backgrounds of facilities managers
Growth of the professional discipline
Core competence in facilities management
Studying facilities management
Facilities management training and personal development
Continuing professional development (CPD)
The future for facilities managers
Conclusions
Innovation, research and development
Key issues
Introduction
Change and innovation
Innovation and research and development
Research and development themes
Flexible corporate real estate
Healthy buildings promoting future living
Sustainable communities
Tele-care in the home
Conclusions
Appendices
Glossary
Prevention of fraud and irregularity in the award and management of contracts
Risks involved in outsourcing
Contractual approach and terms
Sections for a service level agreement (SLA)
References & Bibliography
Index
Table of Contents provided by Publisher. All Rights Reserved.