Facilities Management

Facilities management continues to expand and develop in terms of the volume and diversity of commercial activity, with a significant influence upon organisational success and goal achievement. The two previous editions of Facilities Management have become established as key sources for all facilities management courses and forward thinking facilities managers, providing a strong blend of research-informed opportunities and practical, balanced advice for strategically orientated practitioners. This third edition builds on those foundations, focussing on the driving idea that excellent facilities management demands a responsive and dynamic approach to the positive impacts facilities can have on users operating within a world in flux. Within this overarching theme the book considers numerous contemporary issues facing facilities managers, within a framework that covers organisation, technology and process.

Facilities management continues to expand and develop in terms of the volume and diversity of commercial activity, with a significant influence upon organisational success and goal achievement. The two previous editions of Facilities Management have become established as key sources for all facilities management courses and forward thinking facilities managers, providing a strong blend of research-informed opportunities and practical, balanced advice for strategically orientated practitioners.This third edition builds on those foundations, focussing on the driving idea that excellent facilities management demands a responsive and dynamic approach to the positive impacts facilities can have on users operating within a world in flux. Within this overarching theme the book considers numerous contemporary issues facing facilities managers, within a framework that covers organisation, technology and process.

Preface ixAcknowledgements xiiiI Dynamic, Strategic Facilities Management 11 Diversity and Balance in Facilities Management 31.1 Introduction 31.2 Generic FM model 41.3 Illustrations of facilities management systems 71.4 Facilities management models 141.5 Case studies 181.6 Conclusions 52References 522 Excellence Through a Client/User Orientation 532.1 Introduction 532.2 Societal context 542.3 Built environment impacts on users 552.4 The complex sensory impacts of spaces 562.5 Focusing through user-orientated design principles 602.6 Conclusions 74Endnote 76References 763 Engaging with Stakeholder Needs 813.1 Introduction 813.2 The relationship between the facilities management function and user needs evaluation 833.3 Post-occupancy evaluation (POE) 883.4 Data collection: Methods, analysis and presentation 983.5 Conclusions 105References 105Appendix: Post-occupancy evaluation data sheets 106II Organising for Facilities Management 1094 Organising for Facilities Management 1114.1 Introduction 1114.2 Performance measurement 1124.3 Organising the FM team 1134.4 Facilities management and measurement 1144.5 Relationship approaches to FM 1204.6 Flexibility and the FM organisation 1274.7 Tangible and intangible FM 1284.8 FM in the experience economy 1344.9 Conclusions 136References 1375 Managing People Through Change 1395.1 Introduction 1395.2 Change as a threat or opportunity? 1405.3 New service implementation cycle 1405.4 Multi-faceted 'space' 1455.5 Relinquishing the 'old' 1565.6 Embracing the 'new' 1575.7 Conclusions 161References 1616 Managing Briefing in Major Projects 1656.1 Introduction 1656.2 The importance of briefing 1666.3 Five keys to successful briefing 1676.4 Management of the briefing process 1896.5 Information required during the briefing process 1936.6 Conclusions 198References 200III Facilities Management Tools 2017 Information Technology Tools for Facilities Management 2037.1 Introduction 2037.2 Information philosophy 2047.3 Modern applications of IT in facilities management 2047.4 Interoperability and collaboration 2067.5 Knowledge management 2117.6 IT governance models 2147.7 Viable system model (VSM) 2167.8 Conclusions 222References 2238 Decision Making 2258.1 Introduction 2258.2 Stage 1: Exploration of the nature of the problem 2298.3 Stage 2: Generation of possible solutions 2428.4 Stage 3: Choosing among possible solutions 2498.5 Conclusions 270References 275IV Conclusions 2779 Sustaining the Pursuit of Facilities Management Excellence 2799.1 Introduction 2799.2 Client perception of facilities management services 2809.3 Stimulating and sustaining improvements 2839.4 Strategic facilities management 2909.5 Learning organisations 2999.6 Conclusions and interactions 305References 309Appendix: Models of learning organisations 310Index 313