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Produktbild: Introduction to Facilities Management

Introduction to Facilities Management Foundational Skills for Effective Workplace Operations

86,99 €

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Beschreibung

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

02.10.2025

Verlag

Wiley

Seitenzahl

160

Maße (L/B/H)

16,9/24,5/1,2 cm

Gewicht

298 g

Sprache

Englisch

ISBN

978-1-394-31604-5

Beschreibung

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

02.10.2025

Verlag

Wiley

Seitenzahl

160

Maße (L/B/H)

16,9/24,5/1,2 cm

Gewicht

298 g

Sprache

Englisch

ISBN

978-1-394-31604-5

Herstelleradresse

Libri GmbH
Europaallee 1
36244 Bad Hersfeld
DE

Email: gpsr@libri.de

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  • Produktbild: Introduction to Facilities Management

  • Preface vii
    Acknowledgements viii

    Part I Understanding the Basics of Facilities Management 1

    1 What Is Facilities Management? 3
    Defining Facilities Management 3
    How FM Supports an Organisation 6
    Meeting End-user Requirements 6
    Reducing Costs 8
    Maintaining Business Continuity 8
    Ensuring Legal and Regulatory Compliance 10
    Supporting Corporate Social Responsibility (CSR) 13

    2 Facilities Management Support Services 17
    Premises Support 17
    Business Support 18
    Staff Support 18

    3 Maintenance Strategies 21
    Maintenance 21
    Reactive or Unplanned Maintenance 22
    Preventative Maintenance 22
    The Cost-effectiveness of Different Maintenance Strategies 23

    4 Service Delivery Models 27
    In-house Service Delivery 27
    Outsourced Service Delivery 27
    The Pros and Cons of Different Service Delivery Models 29
    Advantages and Disadvantages of an In-House Delivery Method 29
    Outsourcing 29
    Advantages of Outsourcing 30
    Disadvantages of Outsourcing 31
    Pros and Cons of Specific Outsourcing Options 33

    5 Management Functions Within Facilities Management 35
    People Management 35
    Health and Safety Management 36
    Budget Management 37
    Project Management 37
    Contract Management 37
    Customer Relationship Management 38
    The Different Roles Within Facilities Management 38

    Part II Developing Relationships with Clients, Customers and Other Stakeholders 41

    6 Clients, Customers, Users and Other Stakeholders 43
    Clients, Customers and Users 43
    Other Stakeholders 44

    7 The Interests of the Various Stakeholder Groups 47
    Cost and Financial Performance 48
    Legal and Statutory Compliance 49
    Performance Against the Contract and Service Specification 50
    Risk Management and Business Continuity 51
    Determining Stakeholder Interests and Requirements 52
    Linking Interests to Stakeholders 52
    The Information Required by Different Groups 53

    8 Assessing Customer Needs and Customer Satisfaction 57

    9 Management Data for Monitoring Customer Satisfaction 67
    Analysis of Data 68
    Drawing Conclusions from the Data 71
    Other Data We Can Use 74

    10 The Causes of Customer Dissatisfaction 77
    Resource Issues 79
    Process Issues 80
    Equipment Issues 80
    Cost Effectiveness Issues 81

    11 Resolving Customer Satisfaction Issues 83
    Resource Issues 83
    Process Issues 83
    Equipment Issues 84
    Cost Effectiveness Issues 84

    12 Customer Perceptions and Communication 85
    Customer Perceptions 86

    Part III An Introduction to Specifications, Procurement and Contracts 89

    13 What Are Specifications of Service? 91
    Types of Specifications 91

    14 Identifying Requirements and Drafting Specifications 95
    Identifying Requirements 95
    Drafting Specifications 97
    The Content of a Specification 97
    Standard Specifications 98
    Contract Specifications 100
    A Step-by-step Guide to Writing a Specification 100
    The Structure of the Specification 101

    15 Quotations, Tendering and Framework Agreements 105
    Quotations 105
    Tendering 108
    Tendering Within the Public Sector - Find a Tender Service 113
    e-Procurement 114
    Framework Agreements 116

    16 Ensuring the Integrity of Procurement Processes 117
    Quotations 117
    Tenders and Framework Agreements 117

    17 Contracts and Contractual Arrangements 121
    The Elements of a Contract 121
    What Is a Contract? 121
    The Contract Essentials 122
    Basics of a Contract 127
    Failings That Could Invalidate a Contract 128

    18 Different Types of Contract 131
    NEC4 FM Suite of Contracts 133

    19 Managing Contracts 137
    Service Level Agreements, Information Flows and Reporting Processes 137
    Service Level Agreements 137
    Monitoring SLAs 138
    Performance Monitoring 139

    20 Managing Poor Goods and Service Delivery 143
    Failure in Service Delivery 143
    Implementing Sanctions 146
    The Use of Penalties (and Rewards) 146
    Not Placing Additional Work 147
    Withdrawal of Permits to Work (PTW) 147

    Conclusion 148
    Index 149