Facilities Manager′s Desk Reference 3e

JANE WIGGINS, MBA CFM FIWFM, has over thirty-five years of experience of facilities management, project delivery and provision of business support services in major blue chip organizations and the education sector. With expertise in operational and strategic aspects of facilities management, Jane established FM Tutor & Associates Ltd to bring her knowledge to many hundreds of Facilities Management students, helping them gain a professional qualification in FM. Formerly an Associate Tutor and dissertation supervisor for the MSc in Facilities Management at the University College of Estates Management and lead Tutor at the CTP Resettlement Centre for the FM programmes, Jane has worked with many other educational organisations. She was Chair of the British Institute of Facilities Management Education special interest group from 2003 - 2008. Jane has spoken and written extensively on the subject and is author of the BPP BIFM workbooks, several case studies and articles on FM across range of publications such as Croners, EFMR, Facilities Management Journal, and FM World.

List of Abbreviations xxv Introduction xxxiii 1 History of Facilities Management 1 1.1 Origins of facilities management 1 1.2 A brief history of FM 1 1.3 Growth of the FM profession 3 1.4 Defining FM 5 1.5 Development of FM 8 1.6 Trends 10 2 Key Drivers of Facilities Management 11 2.1 The business organisation 11 2.2 Demand and supply 11 2.3 Roles of FM 12 2.4 Drivers of FM 13 2.5 Champion of end-users 13 2.6 Flexibility in office space 14 2.7 A recruitment differentiator 14 2.8 Scope of services 15 2.9 Impact of working environment on productivity 15 2.10 The virtual office 15 2.11 Technology-systems integration 16 2.12 Building designs 16 2.13 Financial performance 16 2.14 Ownership of the property 17 2.15 Value added 17 2.16 Service profit chain 17 2.17 FM's contribution 19 2.18 Performance measurement 19 2.19 Performance indicators 20 2.20 Benchmarking 20 2.21 Future trends 21 3 Activities in Facilities Management 23 3.1 Introduction 23 3.2 Facilitation of services and information 23 3.3 Management functions 23 3.4 Premises and building management 24 3.5 Business support services 26 3.6 Scope and extent of FM activities and services 27 3.7 FM and the property management function 28 4 Delivering Facilities Management - Strategy 29 4.1 Introduction 29 4.2 Business strategy 29 4.3 Identifying needs 29 4.4 Benefits of a strategic approach 33 4.5 Strategic analysis 33 4.6 Determining factors 33 4.7 Premises policy 34 4.8 Facilities audit 35 4.9 Audit process 35 4.10 Awareness 36 4.11 Space audit 36 4.12 Audit stage 1 - fact finding 36 4.13 Audit stage 2 - further investigation 36 4.14 Audit benefits 37 4.15 Developing solutions 37 4.16 Strategy implementation 38 4.17 FM strategy models 38 5 Outsourcing 43 5.1 Introduction 43 5.2 Multi-service contracts 43 5.3 Best Value 44 5.4 Longer contracts 44 5.5 Integrated FM solutions 44 5.6 Benefit analysis 44 5.7 Intelligent client 45 5.8 FM outsourcing models 45 5.9 Vested sourcing 46 5.10 Selection process 46 6 Financial Management 48 6.1 Introduction 48 6.2 Financial systems and process 48 6.3 The finance department 52 6.4 Financial controls 52 6.5 Financial statements 53 6.6 Finance and the FM 53 6.7 Sources of funding 54 6.8 Use of funding 54 6.9 Fixed assets 54 6.10 Working capital 55 6.11 Investments 55 6.12 The balance sheet 55 6.13 The profit and loss account 55 6.14 Cash flow statement 56 6.15 Performance measurement 56 6.16 Profitability 57 6.17 Liquidity 57 6.18 Other liquidity issues 58 6.19 Annual reports of accounts 59 6.20 Financial accounting standards 59 6.21 Budgets 60 6.22 Roles of budgets 61 6.23 Budget design 62 6.24 Capital or revenue 62 6.25 Property costs 62 6.26 Budget variances 63 6.27 Cost data 64 6.28 Cost accounting 65 6.29 Cost centres 66 6.30 Cash flow 67 6.31 Leases 69 6.32 Tax 69 6.33 Depreciation 76 6.34 Financial business cases 76 6.35 Investment appraisal methods 77 6.36 Preparing a financial proposal 80 6.37 Building life-cycle costs 80 6.38 Life-cycle costing methodology 81 6.39 Evaluating life-cycle costs 81 6.40 The impact of inflation 82 7 Property and Estates Management 84 7.1 Introduction 84 7.2 Property industry 84 7.3 Market influences 85 7.4 The cyclical nature of the market 85 7.5 Property portfolios 85 7.6 The investment market 85 7.7 Property investors 87 7.8 Property management 88 7.9 Property professionals and specialists 88 7.10 Developing a property strategy 91 7.11 Property and asset registers 92 7.12 Dilapidations 94 7.13 Vacant property 97 7.14 Property guardians 98 8 Property Legislation and Leases 99 8.1 Ownership and tenure 99 8.2 The Estate Agents Act 1979 102 8.3 Consumer protection regulations 103 8.4 Defective Premises Act 1972 103 8.5 Occupiers' Liability Acts 1957 and 1984 104 8.6 Energy Performance of Buildings (Certificates and Inspections) Regulations 104 8.7 Health and Safety Legislation 104 8.8 Boundaries and Party Walls 105 8.9 The contents and terms of a commercial lease 105 8.10 Tenant's covenants 107 8.11 Landlord's covenants 110 8.12 Schedules 110 8.13 Trigger notices 112 8.14 Time limits 112 8.15 User 113 8.16 Alienation or assignment 113 8.17 Arbitration 113 8.18 Additional covenants 114 8.19 Lease renewals 114 8.20 Security of tenure 114 8.21 The machinery for termination - Sections 24-28 115 8.22 Landlord's basis for opposing a new tenancy - Section 30 115 8.23 The new tenancy 116 8.24 Section 32 Rule 116 8.25 Market forces and lease renewal 117 8.26 Repairs 117 8.27 Wayleaves 118 8.28 Easement 118 9 Developing New Buildings 119 9.1 The development process 119 9.2 Planning legislation 122 9.3 The Town and Country Planning Act 1990 123 9.4 Planning permission 124 9.5 The Town and Country Planning (Use Classes) Order 2005 126 9.6 Planning policy guidance notes 127 9.7 Development plans 127 9.8 Planning agreements 127 9.9 Breach of planning control 128 9.10 Uses pre-1964 129 9.11 Listed buildings 129 9.12 Conservation areas 129 9.13 Building design 130 9.14 Building types and uses 130 9.15 Drivers of building design 131 9.16 Sustainable construction 131 9.17 Passivhaus 133 9.18 Intelligent buildings 133 9.19 Building information modelling (BIM) 134 9.20 Structure and its effect on building use 135 9.21 Planning grids and the use of space 135 9.22 Developers' fit-out 136 9.23 Measuring building efficiency 137 9.24 Building efficiency 138 9.25 Layout impact 138 9.26 Building performance 139 9.27 Design Quality Indicator 143 9.28 Commercial building materials 144 9.29 Building Regulations 144 9.30 Approved Documents 145 10 Project Management 147 10.1 Introduction 147 10.2 Project management process 147 10.3 Fundamentals of project management 147 10.4 Project manager role 148 10.5 Responsibilities 148 10.6 Project briefs 149 10.7 Terms of reference (TOR) 150 10.8 Project programmes 150 10.9 Project timescales 151 10.10 Quality plan 151 10.11 FADE project methodology 151 10.12 PRINCE 152 10.13 Project planning 153 10.14 Planning techniques 154 10.15 Gantt charts 154 10.16 Critical path analysis 155 10.17 Project control 155 10.18 Risk management 156 10.19 Project budget 156 10.20 Project teams 157 10.21 Project support 157 10.22 Project handover 158 11 Space Management 160 11.1 Introduction 160 11.2 Data and information gathering 160 11.3 Importance of space 161 11.4 Space management policy 161 11.5 Space guidelines 162 11.6 Effective use of space 163 11.7 The FM cost driver 164 11.8 Business performance 165 11.9 Space planning 166 11.10 Impact of building structures on space use 170 11.11 Impact of building services on space use 170 11.12 Space allocation 175 11.13 Space utilisation 176 11.14 Space audits 178 11.15 Building efficiency 179 11.16 Building operating costs 181 11.17 Measuring terminology 183 11.18 New developments in space use 185 11.19 Legislation and compliance 190 12 Workplace and Accommodation Management 192 12.1 Workplace and accommodation changes 192 12.2 Move requests 192 12.3 Churn 193 12.4 Swing space 194 12.5 Planning a move 194 12.6 Implementation 196 12.7 Post-move 197 13 Procurement 198 13.1 Introduction 198 13.2 Purchase criteria 198 13.3 Procurement policy 198 13.4 Service contracts 199 13.5 Procurement strategy 199 13.6 Procurement stages 201 13.7 Strategic sourcing 201 13.8 Spend analysis 201 13.9 Identifying the need 202 13.10 Demand management 202 13.11 Supplier selection 203 13.12 Specifications 203 13.13 Tendering process 204 13.14 The tender document 205 13.15 Invitation to tender process 205 13.16 Cost models 206 13.17 Whole-life costing 206 13.18 Value engineering 207 13.19 E-purchasing 209 13.20 Legislation 209 13.21 European procurement legislation 211 13.22 Bribery Act 2010 212 14 Contracts and Contract Management 214 14.1 Introduction 214 14.2 Consideration 215 14.3 Communication of offer and acceptance 215 14.4 Acceptance 215 14.5 Withdrawal 215 14.6 Contracts by deed 215 14.7 Contracts which are not binding 216 14.8 Contract types 216 14.9 Contract methods 217 14.10 Contents of a contract 219 14.11 Lump-sum contract 219 14.12 Measured-term contract 220 14.13 Term contract 220 14.14 Fixed-price contract 220 14.15 Reimbursable contract 220 14.16 Schedule of rates 221 14.17 Reimbursable and fixed-fee contract 221 14.18 Contract relationships 221 14.19 Partnership 221 14.20 Contract extensions 222 14.21 Service level agreements (SLAs) 222 14.22 Standard contract forms 222 14.23 CIOB Facilities Management Contract 223 14.24 JCT suite of contracts 223 14.25 GC/Works/10 Facilities Management Contract (2000) 224 14.26 NEC framework of contracts 224 14.27 BSRIA Soft Landings 224 14.28 Private finance initiatives (PFIs) 225 14.29 Terms and conditions 226 15 Legislation 227 15.1 Introduction 227 15.2 UK legal system 227 15.3 Impact on FM 230 15.4 Duties 232 15.5 Negligence 233 15.6 Vicarious liability 233 15.7 Consultation 233 15.8 Competence 233 15.9 Operational compliance 234 15.10 Records 234 15.11 Strategic impact 234 15.12 Corporate manslaughter 235 15.13 Bribery Act 2010 235 15.14 Modern Slavery Act 2015 235 16 Legislation Affecting Facilities Management Activities 237 16.1 Introduction 237 16.2 Safety policy 237 16.3 Enforcing authorities 238 16.4 Management of health and safety regulations 239 16.5 The HSE five-step approach 239 16.6 Risk assessment standards 239 16.7 Hazards 240 16.8 Risk control 240 16.9 Risk register 241 16.10 Definitions of hazard and risk 241 16.11 Hazard identification 241 16.12 Work activities 242 16.13 Risk assessment 242 16.14 Risk assessment records 243 16.15 The Workplace (Health, Safety and Welfare) Regulations 1992 (amended 2002) 244 16.16 Control of Substances Hazardous to Health 2002 245 16.17 Work at Height Regulations 2005 246 16.18 Provision and Use of Workplace Equipment Regulations 1998 246 16.19 Manual Handling Regulations 1992 247 16.20 Personal Protective Equipment at Work Regulations 1992 247 16.21 Lifting Operations and Lifting Equipment Regulations 1998 248 16.22 Control of Noise at Work Regulations 2005 248 16.23 Confined Spaces Regulations 1997 249 16.24 Building Regulations 2010 - Part L 249 16.25 Data Protection Act 2018 250 16.26 Regulation of Investigatory Powers Act 2000 251 16.27 Human Rights Act 1998 251 16.28 Transfer of Undertakings (Protection of Employment) Regulations 2006 251 16.29 Working Time Regulations 1998 252 16.30 National Minimum Wage Act 1998 252 16.31 Greenhouse Gas Emissions (Directors' Reports) Regulations 2013 253 16.32 Companies (Directors' Report) and Limited Liability Partnerships (Energy and Carbon Report) Regulations 2018 253 17 Fire Safety and Legislation 254 17.1 Introduction 254 17.2 Legislation and standards 255 17.3 Building design 255 17.4 Building Regulations 258 17.5 Designing space 258 17.6 Standards 259 17.7 Balanced solution 259 17.8 Fire separation 259 17.9 Classification of materials, buildings and fixtures 260 17.10 Building classifications 261 17.11 Furnishings 262 17.12 Means of escape 262 17.13 Fire signage 264 17.14 Fire detection and fire alarms 264 17.15 Fire detection system categories 265 17.16 Control panels 265 17.17 Zoning 266 17.18 Fire, smoke and heat detectors 266 17.19 Sounders 266 17.20 Call points 267 17.21 Cabling 267 17.22 Suppression systems 268 17.23 Fire extinguishers 268 17.24 Hose reels 269 17.25 Fire blankets 269 17.26 Sprinklers 269 17.27 Fire hydrants 270 17.28 Dry and wet risers 270 17.29 Regulatory Reform (Fire Safety) Order 2005 270 17.30 Risk assessment 272 17.31 Assessment methods 272 17.32 Training records 273 17.33 Fire-trained staff 274 17.34 The fire drill 274 17.35 Refuges 276 18 Electrical Supplies and Electrical Safety 277 18.1 Introduction 277 18.2 Single-phase supply 278 18.3 Three-phase low-voltage supply 278 18.4 High-voltage three-phase supply 278 18.5 Wiring 278 18.6 Inspection and testing 279 18.7 Standards - 18th Edition 279 18.8 Portable electrical equipment 280 18.9 Safety 281 18.10 Electric shock 281 18.11 Earthing 282 18.12 Bonding 282 18.13 Circuit protection 282 18.14 Cable management 282 18.15 Power quality 283 18.16 Voltage optimisers 283 18.17 Power failures 283 18.18 Assessing the need 284 18.19 Uninterruptable power supplies 284 18.20 Generators 285 19 Accessibility and Inclusive Built Environments 287 19.1 Introduction 287 19.2 Inclusive FM 287 19.3 Disability discrimination legislation 288 19.4 Special Educational Needs and Disability Act 2001 290 19.5 Disability Discrimination Act 2005 290 19.6 Equality Act 2010 291 19.7 Planning and Compulsory Purchase Act 2004 292 19.8 Disability awareness 292 19.9 Front-of-house services 292 19.10 Personal emergency evacuation plans (PEEPs) 293 19.11 Communication 294 19.12 Physical adjustments 294 19.13 Claims 295 20 First Aid at Work 296 20.1 Introduction 296 20.2 Definition of first aid 296 20.3 Health and Safety (First-Aid) Regulations 1981 296 20.4 Assessment of first-aid needs 297 20.5 Suitable person 298 20.6 First-aid equipment 299 20.7 Automated external defibrillators 300 20.8 Travelling first-aid kits 300 20.9 First-aid rooms 300 20.10 Inspection and communication 301 20.11 Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 302 20.12 Fit note 303 21 Asbestos 304 21.1 Introduction 304 21.2 Regulations 305 21.3 Asbestos management plan 306 21.4 Management options 307 21.5 Asbestos survey types 307 21.6 Asbestos material assessment algorithm 309 21.7 Asbestos priority assessment 309 21.8 Asbestos management strategies 310 21.9 Managing an asbestos incident 311 21.10 Summary checklist 312 22 Water Supplies and Water Safety 313 22.1 Introduction 313 22.2 Water systems 314 22.3 Water consumption 314 22.4 Benefits of water conservation 314 22.5 Water industry 315 22.6 Compliance 315 22.7 Water pollution 316 22.8 Drinking water 316 22.9 Washing and cleaning 318 22.10 Food preparation 318 22.11 Water pressure 318 22.12 Drainage 318 22.13 Sustainable Urban Drainage System (SuDS) 319 22.14 Specialist maintenance 319 22.15 Water design capacity 319 22.16 Supply continuity 319 22.17 Management review 320 22.18 Water management policy 320 22.19 Water-saving technology 321 22.20 Water recycling systems 321 22.21 Urinal controls 323 22.22 Water-saving tips 323 22.23 Leak detection 324 22.24 Water safety 325 22.25 Approved Code of Practice L8 325 22.26 Legionella Control Association Code of Conduct 327 22.27 Risk assessment 327 22.28 Legionnaires' disease 328 22.29 The maintenance implications of Legionnaires' disease 329 22.30 Maintenance routines and operating procedures 330 22.31 Coliform bacteria 331 22.32 Pseudomonas aeruginosa 331 22.33 Water quality legislation 332 22.34 Water quality testing 332 22.35 Swimming pool management 333 23 Construction (Design and Management) Regulations 334 23.1 Introduction 334 23.2 Notifiable works 335 23.3 Impact of the Regulations on FM 336 23.4 Principal designer duties 337 23.5 Designer duties 337 23.6 Principal contractor duties 337 23.7 Competence 338 23.8 Assessing competence 339 23.9 Demolition 340 23.10 Documents 340 24 Business Continuity 344 24.1 Introduction 344 24.2 Basic principles 345 24.3 Legislation 345 24.4 Standards 345 24.5 Impact on business 346 24.6 Policy 346 24.7 Planning 347 24.8 Business impact analysis 347 24.9 Corporate strategy 348 24.10 Critical assets 348 24.11 Hazards, consequences and impacts 349 24.12 Benefits of a business impact analysis 350 24.13 Unavailability impact table 350 24.14 Risk assessment 350 24.15 Documents 350 24.16 Standby site 353 24.17 Implementation 353 24.18 Two-team approach 353 24.19 Crisis management team 353 24.20 Logistics 355 24.21 Telephony and data communications 355 24.22 Testing the plan 355 24.23 Upkeep of records 356 24.24 Audit 356 25 Maintenance - Definitions and Strategies 357 25.1 Introduction 357 25.2 Maintenance priorities 358 25.3 Maintenance classifications 358 25.4 Maintenance policy 360 25.5 Computerised maintenance management systems 361 25.6 Asset registers 361 25.7 Maintenance programmes 361 25.8 Maintenance activities 363 25.9 Maintenance schedules 363 25.10 Controlling maintenance work 364 25.11 Building records 365 25.12 Annual inspections 366 25.13 Condition surveys 367 25.14 Planning the survey 367 25.15 Component life cycles 368 25.16 Bathtub curve 369 25.17 Element and component life expectancies 369 26 Mechanical and Electrical Systems and Their Maintenance 371 26.1 Introduction 371 26.2 Heating, ventilation and air conditioning 372 26.3 Heating systems 372 26.4 Direct heating systems 373 26.5 Indirect heating systems 373 26.6 Ventilation 374 26.7 Relative humidity 375 26.8 Natural ventilation 376 26.9 Mechanical ventilation 377 26.10 Air conditioning 377 26.11 Comfort control 377 26.12 Selection of an appropriate system 378 26.13 Air-conditioning systems 379 26.14 Local exhaust ventilation systems 380 26.15 Dampers 381 26.16 Fans 381 26.17 Filters 381 26.18 Displacement ventilation systems 381 26.19 Fan coil units 382 26.20 Chilled beam 382 26.21 Diffusers 382 26.22 Heat pumps 382 26.23 Packaged air-conditioning units 382 26.24 Refrigeration 383 26.25 Humidification 383 26.26 Cooling systems 383 26.27 Fire safety 384 26.28 Standards 384 26.29 Lifts 385 26.30 Lighting 386 26.31 Lighting requirements 388 26.32 Light fittings 389 26.33 Lighting efficiency 389 26.34 Lighting controls 389 26.35 Building management systems 390 26.36 Intelligent buildings 390 27 Information and Communications Technology 392 27.1 Introduction 392 27.2 Ownership options 392 27.3 Telephone systems 393 27.4 Telephony services 394 27.5 Communication wiring 395 27.6 Fibre optics 396 27.7 Cable distribution 397 27.8 Structured cabling systems 398 27.9 Data rooms and centres 400 27.10 Wireless networks 402 27.11 Cellular networks 404 27.12 Personal area networks 405 27.13 Virtual private networks 406 27.14 Firewalls 406 27.15 Smartphones and tablets 406 27.16 Cloud computing 406 27.17 Tele-presence 407 27.18 Video conferencing 407 27.19 Voice over Internet Protocol 407 27.20 Applications 407 27.21 QR codes 409 27.22 Drones 409 27.23 The Internet of Things 410 27.24 Artificial intelligence 411 27.25 Voice-activated services 411 28 Grounds and External Areas 412 28.1 External areas 412 28.2 In-house or contracted-out landscaping maintenance 412 28.3 Landscaping standards 413 28.4 Landscape architects 413 28.5 Decay of trees 415 28.6 Damage to trees 415 28.7 Removal of trees and tree stumps 415 28.8 Ownership of trees 416 28.9 Spreading of roots and branches 416 28.10 Dangerous trees 417 28.11 Licence to plant 418 28.12 Tree preservation orders 418 28.13 Conservation areas 418 28.14 Internal planting 418 28.15 Artificial plants 419 28.16 Maintenance of hardstandings and external areas 420 28.17 Vegetation and planted areas 421 28.18 Boundary fencing 422 28.19 Brickwork walls 422 28.20 Grounds maintenance contracts 422 28.21 Site footpaths and roads 423 28.22 Workplace parking 424 28.23 Parking policy 424 28.24 Car park categories 425 28.25 Car park design 426 28.26 Bicycle parking 430 28.27 Motorcycle parking 432 28.28 Car parking standards 433 28.29 Travel planning 434 28.30 Car sharing 435 28.31 Bike share 436 29 Fabric Maintenance 437 29.1 Introduction 437 29.2 Maintenance implications of building structures 437 29.3 Fabric maintenance programmes 437 29.4 Internal and external finishes 438 29.5 External walls and building envelope 441 29.6 Guttering and rain downpipes 442 29.7 Lightning conductors 443 30 Energy Management 444 30.1 Introduction 444 30.2 Energy consumption 444 30.3 Energy-efficient building designs 445 30.4 Energy management good practice 446 30.5 Carbon footprint 447 30.6 Choice of fuel 448 30.7 Electricity 449 30.8 Combined heat and power systems 450 30.9 Renewable energy sources 451 30.10 Gas 453 30.11 Energy monitoring 455 30.12 Metering 455 30.13 Investment 457 30.14 Energy policy 457 30.15 CRC Energy Efficiency Scheme 458 30.16 Companies (Directors' Report) and Limited Liability Partnerships (Energy and Carbon Report) Regulations 2018 458 30.17 Greenhouse Gas Emissions (Directors' Reports) Regulations 2013 460 30.18 Carbon Trust Standard 460 30.19 ISO 50001 - Energy Management 460 30.20 BS EN 16247 - Energy Audits 461 30.21 PAS 2060 - Carbon Neutrality 461 30.22 PAS 2080 - Carbon Management in Infrastructure 461 30.23 Legislation 462 30.24 Building Regulations 463 30.25 Energy Performance of Buildings Directive 463 30.26 Energy Performance Certificates 464 30.27 Display Energy Certificates 464 30.28 Feed-in Tariff 465 30.29 Renewable Heat Incentive 465 30.30 Energy Savings Opportunity Scheme 466 30.31 Minimum Energy Efficiency Standard 467 30.32 Smart Export Guarantee Scheme 467 31 Front of House 468 31.1 Reception services 468 31.2 The first impression 468 31.3 The welcome process 469 31.4 Welcome formalities 469 31.5 Managing visitor expectations 470 31.6 Best practice 470 31.7 Customer service 471 31.8 Customer and visitor satisfaction 471 31.9 Visiting groups 472 31.10 Meet and greet service 472 31.11 Styles of welcome and reception service 473 31.12 Welcome boards 473 31.13 Remote entry points 473 31.14 The goodbye 474 31.15 Reception service standards 474 31.16 Corporate duty of care 474 31.17 Recording visitor information 476 31.18 Display of company signage 477 31.19 Visitor risk assessments 478 31.20 Fire precautions in the reception area 479 31.21 CCTV surveillance 479 31.22 Trespassing and theft 480 31.23 Switchboard services 480 31.24 Room booking services 481 31.25 Virtual reception 483 32 Housekeeping and Cleaning Services 484 32.1 Cleaning services 484 32.2 Cleaning methods 486 32.3 Cleaning standards 486 32.4 Cleaning specifications 487 32.5 Cleaning costs 489 32.6 Advantages and disadvantages of contract cleaning 489 32.7 Staff 491 32.8 Daytime cleaning 492 32.9 Equipment 492 32.10 Microfibre materials 493 32.11 Ionators and active water 494 32.12 Cleaning chemicals 494 32.13 Detergents 495 32.14 Sealants 498 32.15 Solvents 500 32.16 Example contract cleaning specification 501 32.17 Checklist 504 32.18 COVID-19 Cleaning guidance 505 33 Security Management 506 33.1 Introduction 506 33.2 Security strategy 506 33.3 Contract security services 507 33.4 Licensed security roles 508 33.5 Increased importance 508 33.6 Contractor selection 508 33.7 Service standards 509 33.8 Site survey and analysis 510 33.9 Assignment instructions 511 33.10 Access control 511 33.11 Door security 515 33.12 Door furniture 516 33.13 Windows 518 33.14 Electronic access control systems 519 33.15 Components in electronic systems 520 33.16 Advantages and disadvantages of electronic systems 522 33.17 Training 523 33.18 Special considerations 523 33.19 Disability discrimination 523 34 Customer and Stakeholder Relations 524 34.1 The importance of good service delivery 524 34.2 Customer care 524 34.3 Stakeholder analysis 525 34.4 Customer service 526 34.5 Communication 527 34.6 Service delivery requirements 527 34.7 Analysis tools 528 34.8 Questionnaires 528 34.9 User and focus groups 528 34.10 Mystery shopping 529 34.11 Critical service features 529 34.12 Gap analysis 529 34.13 Service quality (SERVQUAL) 530 34.14 Internal customer service 531 34.15 FM helpdesk 532 34.16 Service level agreements 534 34.17 Customer service standards 535 34.18 Customer journey mapping 536 34.19 Customer Effort Score (CES) 536 34.20 Net Promoter Score (NPS) 536 35 Waste Management 538 35.1 Introduction 538 35.2 Waste management policy 540 35.3 Waste management structure 540 35.4 Waste management procedures 540 35.5 Duty of care 540 35.6 Waste minimisation 541 35.7 Building design 542 35.8 Operational buildings 542 35.9 Business activities and business processes 543 35.10 Product labelling 543 35.11 Recycling 544 35.12 Plastic waste 544 35.13 Anaerobic digestion 546 35.14 Waste to energy 546 35.15 Waste product database 547 35.16 Waste classification 547 35.17 Waste management audits 551 35.18 Targets 551 35.19 Landfill 552 35.20 Legislation 553 36 Catering and Hospitality Services 556 36.1 Introduction 556 36.2 Catering trends 556 36.3 Catering strategy 557 36.4 Catering objectives 558 36.5 In-house catering operation 558 36.6 Contracted-out catering services 559 36.7 Contract types 560 36.8 Catering specification 563 36.9 Catering costs 565 36.10 Catering services review 567 36.11 Food hygiene and safety 570 36.12 Hazard Analysis of Critical Control Points 571 36.13 Allergens 571 36.14 Legislation 572 36.15 Well-being 573 36.16 Standards and accreditations 573 37 Quality Management 575 37.1 Origins 575 37.2 Quality 575 37.3 Quality management 575 37.4 Continuous improvement 576 37.5 Lean 577 37.6 Quality systems and procedures 577 37.7 Total quality management 577 37.8 Business Excellence Model - European Foundation of Quality Management 579 37.9 Six Sigma 580 37.10 Quality standards and accreditation schemes 580 37.11 Standards 581 37.12 ISO 9000 581 37.13 ISO 41001 584 37.14 ISO 14001 585 37.15 Investors in People 585 37.16 Benchmarking 586 37.17 FM benchmarking 588 37.18 Key performance indicators 590 38 Document Management Services 592 38.1 Corporate information 592 38.2 Document management 592 38.3 Mail 593 38.4 Reprographics 597 38.5 Photocopiers 598 38.6 Printers 601 38.7 Multi-function devices 602 38.8 Facsimile (fax) machines 603 38.9 Electronic document management system 603 38.10 Audiovisual equipment 604 38.11 Archives 605 39 Sustainability and Environmental Issues 606 39.1 Introduction 606 39.2 Historical overview 606 39.3 Definitions 609 39.4 Earth's resources 609 39.5 Ecological footprint 611 39.6 The One Planet Living principles 612 39.7 FM's role 612 39.8 Environmental impacts 613 39.9 History of CSR 620 39.10 CSR responsibilities 621 39.11 CSR standards 626 39.12 Measuring CSR 627 39.13 Benchmarking CSR 630 39.14 Sustainability Index in FM 630 39.15 CSR and Environmental Policy 631 40 Management of the Facilities Management Function 632 40.1 The facilities management team 632 40.2 Setting up the department 632 40.3 Workload planning and allocation 633 40.4 Delegation 635 40.5 Recruitment 636 40.6 FM competencies 637 40.7 Training and development 640 40.8 Career planning 641 40.9 Motivation 642 40.10 Culture and values 645 40.11 Team building 645 40.12 Multi-team (cross-functional) working 647 40.13 Discipline, grievances and staff exit 648 40.14 Management 649 40.15 Leadership 649 40.16 Raising the profile of workplace and FM professionals 651 Index 653