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Total Facility Management
Total Facility ManagementFourth EditionBrian AtkinThe Facilities Society, UKAdrian BrooksGVA Acuity Limited, UK
This edition first published 2015 2000 by The Further Education Funding Counciland Blackwell Science Ltd – First edition 2005 B. Atkin & A. Brooks – Second edition 2009 B. Atkin & A. Brooks – Third edition 2015 John Wiley & Sons, Ltd. – Fourth editionRegistered OfficeJohn Wiley & Sons, Ltd, The Atrium, Southern Gate,Chichester, West Sussex, PO19 8SQ, United Kingdom.Editorial Offices9600 Garsington Road, Oxford, OX4 2DQ,United Kingdom.The Atrium, Southern Gate, Chichester, West Sussex,PO19 8SQ, United Kingdom.For details of our global editorial offices, for customerservices and for information about how to apply forpermission to reuse the copyright material in this bookplease see our website at www.wiley.com/wiley-blackwell.The right of the author to be identified as the authorof this work has been asserted in accordance with theUK Copyright, Designs and Patents Act 1988.All rights reserved. No part of this publication maybe reproduced, stored in a retrieval system, ortransmitted, in any form or by any means, electronic,mechanical, photocopying, recording or otherwise,except as permitted by the UK Copyright, Designs andPatents Act 1988, without the prior permission of thepublisher.Designations used by companies to distinguish theirproducts are often claimed as trademarks. All brandnames and product names used in this book are tradenames, service marks, trademarks or registeredtrademarks of their respective owners. The publisheris not associated with any product or vendor mentionedin this book.Limit of Liability/Disclaimer of Warranty: While thepublisher and author(s) have used their best efforts inpreparing this book, they make no representations orwarranties with respect to the accuracy or completenessof the contents of this book and specifically disclaim anyimplied warranties of merchantability or fitness for aparticular purpose. It is sold on the understanding that thepublisher is not engaged in rendering professional servicesand neither the publisher nor the author shall be liable fordamages arising herefrom. If professional advice or otherexpert assistance is required, the services of a competentprofessional should be sought.Library of Congress Cataloging-in-Publication DataAtkin, Brian.[Total facilities management]Total facility management / Brian Atkin and AdrianBrooks. – Fourth edition.pages cmIncludes index.ISBN 978-1-118-65538-2 (pbk.)1. Real estate management. 2. Facility management.3. Building management. I. Brooks, Adrian. II. Title.HD1394.A86 2014658.2–dc232014020680A catalogue record for this book is available from theBritish Library.Wiley also publishes its books in a variety of electronicformats. Some content that appears in print may not beavailable in electronic books.Cover image: Cover photo taken from the Science andEngineering Centre at Queensland University of Technology,Brisbane. Cover photo courtesy of Brian Atkin, the authorSet in 10/12pt Minion by SPi Publisher Services,Pondicherry, India12015
ContentsPreface to the Fourth EditionAbbreviationsxxiiIntroduction 1The organization 1The customer as end-user 1Principles, process and procedures 21Fundamentals 3Key issues 3Introduction 4Background 4Key concepts 8Other concepts 13Key roles, responsibilities and accountabilities 15Core competence in facility management 16Conclusions 17Checklist 182Facility planning 19Key issues 19Introduction 20Real estate management 21The own, lease or rent decision 21The totally serviced workplace 22Space management 23Space utilization and efficiency 24Design and facility management briefing 26The feasibility study 34Design development 35Stakeholders 36Risks and opportunities 39Conclusions 39Checklist 40
vi Contents3Facility management strategy 42Key issues 42Introduction 43The business context 44Business drivers and constraints 45Organizational management levels 46Cross-cultural management 47Strategy formulation 48Strategic analysis 50Solution development 53Strategy implementation 55Conclusions 57Checklist 574Human resources management 59Key issues 59Introduction 60Personnel management 60Conclusions 66Checklist 665Workplace productivity 68Key issues 68Introduction 69Measuring productivity 69Sick building syndrome 76Design issues 77Unconventional working arrangements 78Conclusions 83Checklist 836Health, safety and security 85Key issues 85Introduction 86Health, safety and security policy 87Zero accidents 88Occupational health and safety 88Compliance 89Hazard and risk assessment 92Security and well-being 93Conclusions 95Checklist 957The outsourcing decision 97Key issues 97Introduction 98Establishing the baseline 99Attributes of service provision 105
Contents viiOptions for service delivery 109Evaluating options 116Conclusions 118Checklist 1188Procurement 120Key issues 120Introduction 121The procurement process 122Centralized versus decentralized procurement 123Procurement policy and procedures 124Roles, responsibilities and accountabilities 126Prequalification of service providers 126Request for proposals or tender 131Tendering 140Financial close 142Conclusions 145Checklist 1459Service delivery 147Key issues 147Introduction 148The internal customer as end-user 149Insourcing 150The in-house team 150External service providers 151Mobilization 152Contract management 155Conclusions 162Checklist 16210Specialist services and partnership 164Key issues 164Introduction 165ICT services 166Health-care services 169Security and protection services 170Custodial services 170Professional services 171Performance and SLAs 172Risk, insurance and indemnities 172Supplier management 173Collaborative relationships 174Public–private partnerships (PPPs) 179Facility management and private-sector participation 187Conclusions 189Checklist 190
viii Contents11Performance management 192Key issues 192Introduction 193Quality or performance 194The post-implementation review 194Post-occupancy evaluation (POE) 195The service review 196Updating service specifications and SLAs 199Performance measurement 199Benchmarking 208Beyond benchmarking 214The quality system 215Conclusions 216Checklist 21612Maintenance management 219Key issues 219Introduction 220The maintenance strategy 221The maintenance policy 221Maintenance planning 222Maintenance methods 227Building logbooks 231Permits and approvals 232Inspections 232Building services engineering installations 233Manuals, registers and inventories 236Maintenance management system 238Conclusions 239Checklist 24013Sustainable facilities 242Key issues 242Introduction 243Sustainable development 244Environmental management 245Corporate social responsibility (CSR) 247Zero carbon 248Whole-life carbon 248Environmental performance and energy efficiency 250The building energy management system 251Managing water resources 251Managing waste 252Management and end-user responsibilities 253Technology-enhanced facilities 253Innovative workplaces and housing 260Conclusions 270Checklist 271
Contents ix14Change management 273Key issues 273Introduction 274Transition 275Managing change 292Organizational change 292Innovation, research and development 296Conclusions 298Checklist 29915Information management 301Key issues 301Introduction 302Managing information 303The facility handbook 310The facility user guide 311Information and data 311Information handover 323Building information models (BIMs) 324Systems and interfaces 327Conclusions 329Checklist 330AppendicesA Glossary B Prevention of fraud and irregularity C Risks involved in outsourcing D Contract provisions E Typical sections of an SLA x372
Preface to the Fourth EditionFacility management has progressed by leaps and bounds since we published thefirst edition back in 2000. In many countries, the subject and discipline could thenbe fairly described as in a formative stage of development. Defining the scope ofthe first edition to provide a coherent account of the subject was a challenge. Thesuccess of that first edition led to two major revisions and now this fourth edition.It represents a rethinking of our approach and what we presently consider to bewithin scope; yet, it retains those elements that our readers and reviewers have toldus they value most.The fourth edition consolidates current best practice, defines and develops emergent areas and offers a pathway for the future development of facilitymanagement. The body of knowledge that this new edition represents benefitsfrom the publication of several national and international standards, none ofwhich were around for the earlier editions. The structure and content alignswith these standards to provide readers and their organizations with a comprehensive treatment of the subject. Greater emphasis has been given to facilityplanning, especially the briefing stage in the design of a new or refurbishedfacility, design for operability, stakeholder management, outsourcing, procurement,transition, performance management, environmental management, sustainability,maintenance management, information management and building informationmodelling (BIM).Facility management has become an internationally recognized discipline,a major sector and the means by which organizations are able to think globally and act locally. Primarily for this reason, we have adopted a minor changeto the title of this new edition; but the ethos and style of our work remainstrue to the previous editions and our original aim, which was to develop thesubject and discipline through a thorough treatment of concepts, practicesand issues. We believe this new edition will continue to support individualsat all levels, whether encountering the subject for the first time or looking foranswers to questions of strategic importance as well as those of operationalnecessity.This new edition has been prepared for a worldwide market. Whilst every carehas been taken in its drafting, it is not possible to cover or anticipate legislation, orindeed other requirements, prevailing in the reader’s location. It is for the reader toascertain the relevance of any such legislation or other requirements and the needfor legal or other specialist advice.
Preface to the Fourth Edition xiFinally, we must express our appreciation to a number of individuals who havecontributed their expertise. Our sincere thanks go to Roine Leiringer, RobertWing, Rachel Stewart, Martin Hooper and Stefan Olander.Brian AtkinReadingAdrian BrooksLondon
AbbreviationsAECASHRAEarchitecture, engineering and constructionAmerican Society of Heating, Refrigerating and Air-ConditioningEngineersBIMbuilding information modellingBIMsbuilding information modelsBEMSbuilding energy management systemBMSbuilding management systemBPRbusiness process re-engineeringBREEAM Building Research Establishment Environmental AssessmentMethodCADcomputer-aided designCAFMcomputer-aided facility managementCAPEXcapital expenditureCCTVclosed circuit televisionCO2-eqcarbon (dioxide) equivalentCMMScomputerized maintenance management systemCOBieConstruction Operations Building information exchangeCPDcontinuing professional developmentCPEcontinuing professional educationCREMcorporate real estate managementCSFcritical success factorCSRcorporate social responsibilityDBFOdesign, build, finance and operateEDIelectronic data interchangeERPenterprise resource planningFMfacility management or facilities managementGPSglobal positioning systemHRMhuman resources managementHSSEhealth, safety, security and the environmentHVACheating, ventilating and air-conditioningICTinformation and communications technologyIFCIndustry Foundation ClassesIFMAInternational Facility Management AssociationKPIkey performance indicatorLEEDLeadership in Energy and Environmental DesignMVDmodel view definition
MRFIRFIDSBSSLASMEsSPVSQLSWOTTCOTFMTPMoperating level agreementoperational expenditurepolitical, economic, social and technologicalpersonal protective equipmentplanned preventive maintenancepublic–private partnershipresponsible, accountable, supported, consulted and informedreliability centred maintenancerequest for informationradio frequency identificationsick building syndromeservice level agreementsmall and medium-sized enterprisesspecial purpose vehiclestructured query languagestrengths, weaknesses, opportunities and threatstotal cost of ownershiptotal facility managementtotal productive maintenance
IntroductionEffective management of non-core business (i.e. support services) enables anorganization to function at its most efficient level. The focus is facility management, which was once regarded as the poor relation among the construction andreal estate disciplines. The significance of facility management is nowadays farmore widely recognized. In support of the further development of the discipline,this book offers a comprehensive treatment of what facility management meansto owners, operators, tenants, facility managers and professional advisors. Thebook contains advice on how facilities can be better managed from a number ofperspectives, although the approach is not intended to be prescriptive.The organizationThis book is directed at organizations within the private and public sectors actingprimarily as owners and/or operators of facilities and tenants, as well as facilitymanagers and professional advisors. The types of organization addressed mightrange from airport authorities and manufacturers to colleges and financial servicesfirms. The structure, management and facility-related needs of these organizationswill vary widely; however, the information contained in this book is intended tohave a correspondingly wide application. It is necessary, of course, for each organization to consider the relevance to itself of the issues and points raised.The customer as end-userIn the broadest sense, the customer is the organization in acting as a purchaser ofservices. These will sometimes be insourced (in-house) and sometimes sourcedfrom external service providers (outsourcing). Although the distinction betweenpurchaser and provider is more obvious in the case of outsourcing, it is important that the same distinction is recognized with insourcing. The customer inthis instance might be an internal department being served by the organization’s in-house facility management team, with a financial exchange between theTotal Facility Management, Fourth Edition. Brian Atkin and Adrian Brooks. 2015 John Wiley & Sons, Ltd. Published 2015 by John Wiley & Sons, Ltd.
2 Introductiontwo different cost centres. The relationship between the two parties thereforeremains a formal one, requiring guidelines and procedures for its formulation andimplementation.In many organizations, customers will be the internal departments and theirpersonnel as the principal end-users of the facility and its services. In some, suchas leisure centres, entertainment complexes or department stores, the externaluser of the facility becomes an additional type of customer whose needs must beconsidered within the scope of facility management, as far as is practicable. Thisbook generally refers to the former type of customer (internal user), with theseusers typically providing the interface between the external user and the serviceproviders. For the most part, it is unnecessary to draw a distinction between internal and external customers and so the all-embodying term of end-user is used.Principles, process and proceduresMany fields and disciplines are subject to guiding principles, defined processesand supporting procedures. Facility management is no exception; however,authoritative guidance has been lacking until fairly recently. The publication of asignificant number of national, European and international standards has begunto inform practice through greater clarity and consistency of application on boththe demand and supply sides. In an increasingly global context for facility management, the relevance of standards, at whichever level, ought to be recognized.The bibliography lists the most relevant standards together with others that helpto define the overall framework within which facility management is undertaken.These cover the subjects of design briefing, operability, outsourcing, procurement,transition, asset management, maintenance management, quality management,environmental management, sustainability, business continuity management, riskand opportunity management, information technology, information managementand building information modelling.
1FundamentalsKey issuesThe following issues are covered in this chapter. There are a number of definitions of facility management. One that iscommonly used is an integrated approach to operating, maintaining,improving and adapting the buildings and infrastructure of an organization in order to create an environment that strongly supports theprimary objectives of that organization.In any discussion of facility management, it is necessary to stress theimportance of integrative, interdependent disciplines whose overallpurpose is to support the organization in the pursuit of its businessobjectives.The correct application of facility management techniques enables theorganization to provide the right environment for conducting its corebusiness to deliver end-user satisfaction and best value.If a facility is not managed properly, it can impact upon the organization’s performance. Conversely, a well-managed facility can enhanceperformance by contributing towards the provision of the optimal working environment.Facility management covers a range of functions, including real estatemanagement, financial management, human resources management,health, safety, security and environment (HSSE), change managementand contract management, in addition to maintenance, domestic services (such as cleaning and catering) and utility supplies.There is no universal approach to managing facilities. Each organizationwill have different needs. Understanding those needs is the key to effective facility management measured in terms of providing end-usersatisfaction and best value.Total Facility Management, Fourth Edition. Brian Atkin and Adrian Brooks. 2015 John Wiley & Sons, Ltd. Published 2015 by John Wiley & Sons, Ltd.
4 Chapter 1 Quality of service or performance is a critical factor in any definition ofvalue, and the relationship between quality (or performance) and cost(or price) has to be properly understood.Cost savings cannot be looked at in isolation from value. The organization must be able to demonstrate what it is getting for its money andshould not assume that paying less today is proof of better value formoney.The many risks involved in the search for best value should be recognizedand allocated to those who are able to manage them effectively. Thismeans that all options should be carefully examined and those that aremost likely to achieve best value, whilst achieving and maintaining end-user satisfaction, should be considered.IntroductionThis opening chapter sets the scene, by discussing the importance of a facilityto an organization (as the owner, operator or tenant acting as a client1) and howapproaches to facility management can differ between organizations even withinthe same sector. There is no single formulation of facility management that will fitall situations. Nonetheless, the concept of the informed client function is commonto all situations and is described and discussed in this chapter – see Key concepts.It is a theme that stands behind this book and one that reflects an organization’sperspective, its values, culture and needs. This chapter also discusses the necessityof securing best value in the delivery of services and examines some of the attendant risks – more are to be found in Appendix C. The context for facility management is first described and an
Cover image: Cover photo taken from the Science and Engineering Centre at Queensland University of Technology, Brisbane. Cover photo courtesy of Brian Atkin, the author Set in 10/12pt Minion by SPi Publisher Services, Pondicherry, India 1 2015
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