Preface ix Acknowledgements x I 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 DLM 7 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 Durability of floor finishes 98 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 Contract Management 137 Service Level Agreements, Information Flows and Reporting Processes 137 Service Level Agreements 137 Monitoring SLAs 1 3 8 Performance Monitoring 1 3 9 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.