Total Facilities Management,9780632054718

Total Facilities Management

by ;
ISBN13: 9780632054718
ISBN10: 0632054719
Format: Paperback
Pub. Date: 2000-02-01
Publisher(s): Wiley-Blackwell
List Price: $104.95

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Summary

The significance of facilities management, as a means of handling non-core business services, is now being recognised. This book offers a progressive view of how facilities management applies to organisations of all kinds, focusing in particular on the issues of customer satisfaction and value for money.It bridges the gap between a theoretical treatment of the role of facilities management in supporting the core business of an organisation, and its implementation. It deals with the issues which all practitioners should consider before embarking on a particular plan.The question of whether or not to outsource, health and safety issues, contract administration, service performance and measurement, and public-private partnerships are all given detailed treatment. Practice points and checklists are used to reinforce the many issues raised in the text.

Author Biography

Adrian Brooks is now a Director of Citex Consulting.

Table of Contents

Foreword viii
David Melville
Introduction ix
Abbreviations xi
What is facilities management?
1(12)
Introduction
1(1)
Key issues
1(1)
Rationale for facilities management
2(1)
Defining facilities management
3(1)
Approaches to facilities management
4(1)
Informed client function
4(2)
Value for money
6(3)
Risk
9(1)
Conclusions
10(3)
Developing strategies for facilities management
13(20)
Introduction
13(1)
Key issues
13(1)
Developing a facilities management strategy
14(1)
Strategic analysis of facilities requirements
15(4)
Developing solutions
19(1)
Strategy implementation
20(2)
Relationships between client organisations and service providers
22(1)
Case study - Developing a strategy
23(6)
Organisational change
29(2)
Trends towards building intelligence
31(1)
Conclusions
31(2)
Outsource or retain in house?
33(11)
Introduction
33(1)
Key issues
33(1)
Attributes of service
34(1)
Customer service
34(1)
Uniqueness of service
35(1)
Priority, flexibility and speed of response
35(2)
Management implications and indirect cost
37(1)
Direct cost
38(1)
Control
38(1)
Overview of options and implications
39(1)
Market testing
39(3)
Further implications of outsourcing
42(1)
Conclusions
42(2)
Human resources management implications
44(12)
Introduction
44(1)
Key issues
44(1)
Impact of changes
45(1)
Appropriate management structure
45(1)
Employment obligations
46(1)
Functions, job descriptions and skills
47(1)
Performance appraisal
48(1)
Productivity in the workplace
48(2)
Case Study - Practical human resources issues
50(4)
Conclusions
54(2)
Policy and procedures for outsourcing
56(13)
Introduction
56(1)
Key issues
56(1)
Overall approach
57(2)
Strategy
59(3)
Tender documents
62(2)
Tendering process
64(2)
Ongoing relationships
66(1)
Conclusions
67(2)
Policy and procedures for in-house provision
69(5)
Introduction
69(1)
Key issues
69(1)
Definition of services
70(1)
Identifying stakeholders
70(1)
In-house capabilities and skills
71(1)
Departments as customers
71(1)
In-house team approach
71(1)
Service provision reviewed and improved
72(1)
Conclusions
72(2)
Service specifications, service level agreements and performance monitoring
74(16)
Introduction
74(1)
Key issues
74(1)
Stakeholders' interests
75(1)
Need for service specifications and service level agreements
76(1)
What is a service specification?
76(3)
What is an SLA?
79(3)
Critical success factors and key performance indicators
82(1)
Performance monitoring
83(4)
Updating service specifications and SLAs
87(1)
Quality assurance systems
87(1)
Conclusions
88(2)
Legal, and health and safety considerations
90(11)
Introduction
90(1)
Key issues
90(1)
Relevant legislation
91(1)
General policy
91(1)
Organisation and administration
92(1)
Safety rules and practice
92(1)
Ongoing management
93(4)
Stress, employees, and the organisation
97(1)
Case study - Stress in the workplace
98(1)
Conclusions
99(2)
Facilities management service providers
101(14)
Introduction
101(1)
Key issues
101(1)
Preliminary approach
101(1)
Types of service provision
102(1)
Managing agent
103(1)
Case study - Facilities management in the public sector
104(6)
Managing contractor
110(1)
Total facilities management
111(1)
Which approach is best?
112(1)
Conclusions
113(2)
Managing service provider and supplier relationships
115(6)
Introduction
115(1)
Key issues
115(1)
Service providers and suppliers
115(1)
Types of relationship
116(2)
What kind of relationship is needed?
118(1)
Conclusions
119(2)
Contract management and financial control
121(9)
Introduction
121(1)
Key issues
121(1)
Contractual approach and terms
122(1)
Payments
122(1)
Cost monitoring
123(2)
Performance-related payments
125(1)
Change control
126(1)
Contract administration
126(1)
Contract review
127(1)
Conclusions
128(2)
Benchmarking performance
130(11)
Introduction
130(1)
Key issues
130(1)
Continuous improvement
131(1)
Benchmarking practices
132(1)
Measuring performance
132(2)
Benchmarking facilities management
134(2)
Other benchmarking
136(3)
Conclusions
139(2)
Private investment and partnership
141(7)
Introduction
141(1)
Key issues
141(1)
What is the PFI?
142(1)
Facilities management and private sector participation
142(1)
Output specification
143(1)
Benefits of private investment and partnership
144(1)
Risk and private investment
145(1)
Problems with private investment and partnership
145(1)
Conclusions
146(2)
Training and development
148(22)
Introduction
148(1)
Key issues
148(1)
Backgrounds of facilities managers
149(1)
Core competence in facilities management
149(1)
Studying facilities management
150(2)
Continuing professional development
152(1)
The future for facilities managers
152(1)
Getting advice
152(1)
Conclusions
153(2)
Appendices
A Prevention of fraud and irregularity in the award and management of contracts
155(7)
B Risks involved in outsourcing
162(2)
C Contractual approach and terms
164(4)
D Sections for a service level agreement (SLA)
168(1)
E Guidance on the private finance initiative (PFI)
169(1)
Useful Names and Addresses 170(3)
References and Bibliography 173(3)
Index 176

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