Facilities Manager's Desk Reference, 3rd Edition

Facilities Manager's Desk Reference, 3rd Edition

by Jane M. Wiggins
Released December 2020
Publisher(s): Wiley-Blackwell
ISBN: 9781119633594

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Book description

A practical guide to the principle services of facilities management, revised and updated

The updated third edition of Facilities Manager's Desk Reference is an invaluable resource covering all the principal facility management (FM) services. The author—a noted facilities management expert—provides the information needed to ensure compliance to current laws, to deliver opportunities to adopt new ways of using built environments, and to identify creative ways to reduce operational occupancy costs, while maintaining appropriate and productive working environment standards.

The third edition is fully updated and written in an approachable and concise format. It is comprehensive in scope, the author covering both hard and soft facilities management issues. Since the first edition was published it has become a first point of reference for busy facilities managers, saving them time by providing access to the information needed to ensure the safe, effective and efficient running of any facilities function. This important book:

  • Has been fully updated, reviewing the essential data covering the principal FM services
  • Is highly practical, ideal for the busy FM practitioner
  • Presents information on legal compliance issues, the development of strategic policies, tactical best practices, and much more
  • Is a time-saving resource that brings together essential, useful, and practical FM information in one handy volume;

Written for students and professional facilities managers, Facilities Manager's Desk Reference is designed as a practical resource that offers FMs assistance in finding solutions to the myriad demands of the job.

Table of contents

  1. Cover
  2. Title Page
  3. Copyright
  4. List of Abbreviations
  5. Introduction
  6. 1 History of Facilities Management
    1. 1.1 Origins of facilities management
    2. 1.2 A brief history of FM
    3. 1.3 Growth of the FM profession
    4. 1.4 Defining FM
    5. 1.5 Development of FM
    6. 1.6 Trends
  7. 2 Key Drivers of Facilities Management
    1. 2.1 The business organisation
    2. 2.2 Demand and supply
    3. 2.3 Roles of FM
    4. 2.4 Drivers of FM
    5. 2.5 Champion of end‐users
    6. 2.6 Flexibility in office space
    7. 2.7 A recruitment differentiator
    8. 2.8 Scope of services
    9. 2.9 Impact of working environment on productivity
    10. 2.10 The virtual office
    11. 2.11 Technology–systems integration
    12. 2.12 Building designs
    13. 2.13 Financial performance
    14. 2.14 Ownership of the property
    15. 2.15 Value added
    16. 2.16 Service profit chain
    17. 2.17 FM’s contribution
    18. 2.18 Performance measurement
    19. 2.19 Performance indicators
    20. 2.20 Benchmarking
    21. 2.21 Future trends
  8. 3 Activities in Facilities Management
    1. 3.1 Introduction
    2. 3.2 Facilitation of services and information
    3. 3.3 Management functions
    4. 3.4 Premises and building management
    5. 3.5 Business support services
    6. 3.6 Scope and extent of FM activities and services
    7. 3.7 FM and the property management function
  9. 4 Delivering Facilities Management – Strategy
    1. 4.1 Introduction
    2. 4.2 Business strategy
    3. 4.3 Identifying needs
    4. 4.4 Benefits of a strategic approach
    5. 4.5 Strategic analysis
    6. 4.6 Determining factors
    7. 4.7 Premises policy
    8. 4.8 Facilities audit
    9. 4.9 Audit process
    10. 4.10 Awareness
    11. 4.11 Space audit
    12. 4.12 Audit stage 1 – fact finding
    13. 4.13 Audit stage 2 – further investigation
    14. 4.14 Audit benefits
    15. 4.15 Developing solutions
    16. 4.16 Strategy implementation
    17. 4.17 FM strategy models
  10. 5 Outsourcing
    1. 5.1 Introduction
    2. 5.2 Multi‐service contracts
    3. 5.3 Best Value
    4. 5.4 Longer contracts
    5. 5.5 Integrated FM solutions
    6. 5.6 Benefit analysis
    7. 5.7 Intelligent client
    8. 5.8 FM outsourcing models
    9. 5.9 Vested sourcing
    10. 5.10 Selection process
  11. 6 Financial Management
    1. 6.1 Introduction
    2. 6.2 Financial systems and process
    3. 6.3 The finance department
    4. 6.4 Financial controls
    5. 6.5 Financial statements
    6. 6.6 Finance and the FM
    7. 6.7 Sources of funding
    8. 6.8 Use of funding
    9. 6.9 Fixed assets
    10. 6.10 Working capital
    11. 6.11 Investments
    12. 6.12 The balance sheet
    13. 6.13 The profit and loss account
    14. 6.14 Cash flow statement
    15. 6.15 Performance measurement
    16. 6.16 Profitability
    17. 6.17 Liquidity
    18. 6.18 Other liquidity issues
    19. 6.19 Annual reports of accounts
    20. 6.20 Financial accounting standards
    21. 6.21 Budgets
    22. 6.22 Roles of budgets
    23. 6.23 Budget design
    24. 6.24 Capital or revenue
    25. 6.25 Property costs
    26. 6.26 Budget variances
    27. 6.27 Cost data
    28. 6.28 Cost accounting
    29. 6.29 Cost centres
    30. 6.30 Cash flow
    31. 6.31 Leases
    32. 6.32 Tax
    33. 6.33 Depreciation
    34. 6.34 Financial business cases
    35. 6.35 Investment appraisal methods
    36. 6.36 Preparing a financial proposal
    37. 6.37 Building life‐cycle costs
    38. 6.38 Life‐cycle costing methodology
    39. 6.39 Evaluating life‐cycle costs
    40. 6.40 The impact of inflation
  12. 7 Property and Estates Management
    1. 7.1 Introduction
    2. 7.2 Property industry
    3. 7.3 Market influences
    4. 7.4 The cyclical nature of the market
    5. 7.5 Property portfolios
    6. 7.6 The investment market
    7. 7.7 Property investors
    8. 7.8 Property management
    9. 7.9 Property professionals and specialists
    10. 7.10 Developing a property strategy
    11. 7.11 Property and asset registers
    12. 7.12 Dilapidations
    13. 7.13 Vacant property
    14. 7.14 Property guardians
  13. 8 Property Legislation and Leases
    1. 8.1 Ownership and tenure
    2. 8.2 The Estate Agents Act 1979
    3. 8.3 Consumer protection regulations
    4. 8.4 Defective Premises Act 1972
    5. 8.5 Occupiers’ Liability Acts 1957 and 1984
    6. 8.6 Energy Performance of Buildings (Certificates and Inspections) Regulations
    7. 8.7 Health and Safety Legislation
    8. 8.8 Boundaries and Party Walls
    9. 8.9 The contents and terms of a commercial lease
    10. 8.10 Tenant’s covenants
    11. 8.11 Landlord’s covenants
    12. 8.12 Schedules
    13. 8.13 Trigger notices
    14. 8.14 Time limits
    15. 8.15 User
    16. 8.16 Alienation or assignment
    17. 8.17 Arbitration
    18. 8.18 Additional covenants
    19. 8.19 Lease renewals
    20. 8.20 Security of tenure
    21. 8.21 The machinery for termination – Sections 24–28
    22. 8.22 Landlord’s basis for opposing a new tenancy – Section 30
    23. 8.23 The new tenancy
    24. 8.24 Section 32 Rule
    25. 8.25 Market forces and lease renewal
    26. 8.26 Repairs
    27. 8.27 Wayleaves
    28. 8.28 Easement
  14. 9 Developing New Buildings
    1. 9.1 The development process
    2. 9.2 Planning legislation
    3. 9.3 The Town and Country Planning Act 1990
    4. 9.4 Planning permission
    5. 9.5 The Town and Country Planning (Use Classes) Order 2005
    6. 9.6 Planning policy guidance notes
    7. 9.7 Development plans
    8. 9.8 Planning agreements
    9. 9.9 Breach of planning control
    10. 9.10 Uses pre‐1964
    11. 9.11 Listed buildings
    12. 9.12 Conservation areas
    13. 9.13 Building design
    14. 9.14 Building types and uses
    15. 9.15 Drivers of building design
    16. 9.16 Sustainable construction
    17. 9.17 Passivhaus
    18. 9.18 Intelligent buildings
    19. 9.19 Building information modelling (BIM)
    20. 9.20 Structure and its effect on building use
    21. 9.21 Planning grids and the use of space
    22. 9.22 Developers’ fit‐out
    23. 9.23 Measuring building efficiency
    24. 9.24 Building efficiency
    25. 9.25 Layout impact
    26. 9.26 Building performance
    27. 9.27 Design Quality Indicator
    28. 9.28 Commercial building materials
    29. 9.29 Building Regulations
    30. 9.30 Approved Documents
  15. 10 Project Management
    1. 10.1 Introduction
    2. 10.2 Project management process
    3. 10.3 Fundamentals of project management
    4. 10.4 Project manager role
    5. 10.5 Responsibilities
    6. 10.6 Project briefs
    7. 10.7 Terms of reference (TOR)
    8. 10.8 Project programmes
    9. 10.9 Project timescales
    10. 10.10 Quality plan
    11. 10.11 FADE project methodology
    12. 10.12 PRINCE
    13. 10.13 Project planning
    14. 10.14 Planning techniques
    15. 10.15 Gantt charts
    16. 10.16 Critical path analysis
    17. 10.17 Project control
    18. 10.18 Risk management
    19. 10.19 Project budget
    20. 10.20 Project teams
    21. 10.21 Project support
    22. 10.22 Project handover
  16. 11 Space Management
    1. 11.1 Introduction
    2. 11.2 Data and information gathering
    3. 11.3 Importance of space
    4. 11.4 Space management policy
    5. 11.5 Space guidelines
    6. 11.6 Effective use of space
    7. 11.7 The FM cost driver
    8. 11.8 Business performance
    9. 11.9 Space planning
    10. 11.10 Impact of building structures on space use
    11. 11.11 Impact of building services on space use
    12. 11.12 Space allocation
    13. 11.13 Space utilisation
    14. 11.14 Space audits
    15. 11.15 Building efficiency
    16. 11.16 Building operating costs
    17. 11.17 Measuring terminology
    18. 11.18 New developments in space use
    19. 11.19 Legislation and compliance
  17. 12 Workplace and Accommodation Management
    1. 12.1 Workplace and accommodation changes
    2. 12.2 Move requests
    3. 12.3 Churn
    4. 12.4 Swing space
    5. 12.5 Planning a move
    6. 12.6 Implementation
    7. 12.7 Post‐move
  18. 13 Procurement
    1. 13.1 Introduction
    2. 13.2 Purchase criteria
    3. 13.3 Procurement policy
    4. 13.4 Service contracts
    5. 13.5 Procurement strategy
    6. 13.6 Procurement stages
    7. 13.7 Strategic sourcing
    8. 13.8 Spend analysis
    9. 13.9 Identifying the need
    10. 13.10 Demand management
    11. 13.11 Supplier selection
    12. 13.12 Specifications
    13. 13.13 Tendering process
    14. 13.14 The tender document
    15. 13.15 Invitation to tender process
    16. 13.16 Cost models
    17. 13.17 Whole‐life costing
    18. 13.18 Value engineering
    19. 13.19 E‐purchasing
    20. 13.20 Legislation
    21. 13.21 European procurement legislation
    22. 13.22 Bribery Act 2010
  19. 14 Contracts and Contract Management
    1. 14.1 Introduction
    2. 14.2 Consideration
    3. 14.3 Communication of offer and acceptance
    4. 14.4 Acceptance
    5. 14.5 Withdrawal
    6. 14.6 Contracts by deed
    7. 14.7 Contracts which are not binding
    8. 14.8 Contract types
    9. 14.9 Contract methods
    10. 14.10 Contents of a contract
    11. 14.11 Lump‐sum contract
    12. 14.12 Measured‐term contract
    13. 14.13 Term contract
    14. 14.14 Fixed‐price contract
    15. 14.15 Reimbursable contract
    16. 14.16 Schedule of rates
    17. 14.17 Reimbursable and fixed‐fee contract
    18. 14.18 Contract relationships
    19. 14.19 Partnership
    20. 14.20 Contract extensions
    21. 14.21 Service level agreements (SLAs)
    22. 14.22 Standard contract forms
    23. 14.23 CIOB Facilities Management Contract
    24. 14.24 JCT suite of contracts
    25. 14.25 GC/Works/10 Facilities Management Contract (2000)
    26. 14.26 NEC framework of contracts
    27. 14.27 BSRIA Soft Landings
    28. 14.28 Private finance initiatives (PFIs)
    29. 14.29 Terms and conditions
  20. 15 Legislation
    1. 15.1 Introduction
    2. 15.2 UK legal system
    3. 15.3 Impact on FM
    4. 15.4 Duties
    5. 15.5 Negligence
    6. 15.6 Vicarious liability
    7. 15.7 Consultation
    8. 15.8 Competence
    9. 15.9 Operational compliance
    10. 15.10 Records
    11. 15.11 Strategic impact
    12. 15.12 Corporate manslaughter
    13. 15.13 Bribery Act 2010
    14. 15.14 Modern Slavery Act 2015
  21. 16 Legislation Affecting Facilities Management Activities
    1. 16.1 Introduction
    2. 16.2 Safety policy
    3. 16.3 Enforcing authorities
    4. 16.4 Management of health and safety regulations
    5. 16.5 The HSE five‐step approach
    6. 16.6 Risk assessment standards
    7. 16.7 Hazards
    8. 16.8 Risk control
    9. 16.9 Risk register
    10. 16.10 Definitions of hazard and risk
    11. 16.11 Hazard identification
    12. 16.12 Work activities
    13. 16.13 Risk assessment
    14. 16.14 Risk assessment records
    15. 16.15 The Workplace (Health, Safety and Welfare) Regulations 1992 (amended 2002)
    16. 16.16 Control of Substances Hazardous to Health 2002
    17. 16.17 Work at Height Regulations 2005
    18. 16.18 Provision and Use of Workplace Equipment Regulations 1998
    19. 16.19 Manual Handling Regulations 1992
    20. 16.20 Personal Protective Equipment at Work Regulations 1992
    21. 16.21 Lifting Operations and Lifting Equipment Regulations 1998
    22. 16.22 Control of Noise at Work Regulations 2005
    23. 16.23 Confined Spaces Regulations 1997
    24. 16.24 Building Regulations 2010 – Part L
    25. 16.25 Data Protection Act 2018
    26. 16.26 Regulation of Investigatory Powers Act 2000
    27. 16.27 Human Rights Act 1998
    28. 16.28 Transfer of Undertakings (Protection of Employment) Regulations 2006
    29. 16.29 Working Time Regulations 1998
    30. 16.30 National Minimum Wage Act 1998
    31. 16.31 Greenhouse Gas Emissions (Directors’ Reports) Regulations 2013
    32. 16.32 Companies (Directors’ Report) and Limited Liability Partnerships (Energy and Carbon Report) Regulations 2018
  22. 17 Fire Safety and Legislation
    1. 17.1 Introduction
    2. 17.2 Legislation and standards
    3. 17.3 Building design
    4. 17.4 Building Regulations
    5. 17.5 Designing space
    6. 17.6 Standards
    7. 17.7 Balanced solution
    8. 17.8 Fire separation
    9. 17.9 Classification of materials, buildings and fixtures
    10. 17.10 Building classifications
    11. 17.11 Furnishings
    12. 17.12 Means of escape
    13. 17.13 Fire signage
    14. 17.14 Fire detection and fire alarms
    15. 17.15 Fire detection system categories
    16. 17.16 Control panels
    17. 17.17 Zoning
    18. 17.18 Fire, smoke and heat detectors
    19. 17.19 Sounders
    20. 17.20 Call points
    21. 17.21 Cabling
    22. 17.22 Suppression systems
    23. 17.23 Fire extinguishers
    24. 17.24 Hose reels
    25. 17.25 Fire blankets
    26. 17.26 Sprinklers
    27. 17.27 Fire hydrants
    28. 17.28 Dry and wet risers
    29. 17.29 Regulatory Reform (Fire Safety) Order 2005
    30. 17.30 Risk assessment
    31. 17.31 Assessment methods
    32. 17.32 Training records
    33. 17.33 Fire‐trained staff
    34. 17.34 The fire drill
    35. 17.35 Refuges
  23. 18 Electrical Supplies and Electrical Safety
    1. 18.1 Introduction
    2. 18.2 Single‐phase supply
    3. 18.3 Three‐phase low‐voltage supply
    4. 18.4 High‐voltage three‐phase supply
    5. 18.5 Wiring
    6. 18.6 Inspection and testing
    7. 18.7 Standards – 18th Edition
    8. 18.8 Portable electrical equipment
    9. 18.9 Safety
    10. 18.10 Electric shock
    11. 18.11 Earthing
    12. 18.12 Bonding
    13. 18.13 Circuit protection
    14. 18.14 Cable management
    15. 18.15 Power quality
    16. 18.16 Voltage optimisers
    17. 18.17 Power failures
    18. 18.18 Assessing the need
    19. 18.19 Uninterruptable power supplies
    20. 18.20 Generators
  24. 19 Accessibility and Inclusive Built Environments
    1. 19.1 Introduction
    2. 19.2 Inclusive FM
    3. 19.3 Disability discrimination legislation
    4. 19.4 Special Educational Needs and Disability Act 2001
    5. 19.5 Disability Discrimination Act 2005
    6. 19.6 Equality Act 2010
    7. 19.7 Planning and Compulsory Purchase Act 2004
    8. 19.8 Disability awareness
    9. 19.9 Front‐of‐house services
    10. 19.10 Personal emergency evacuation plans (PEEPs)
    11. 19.11 Communication
    12. 19.12 Physical adjustments
    13. 19.13 Claims
  25. 20 First Aid at Work
    1. 20.1 Introduction
    2. 20.2 Definition of first aid
    3. 20.3 Health and Safety (First‐Aid) Regulations 1981
    4. 20.4 Assessment of first‐aid needs
    5. 20.5 Suitable person
    6. 20.6 First‐aid equipment
    7. 20.7 Automated external defibrillators
    8. 20.8 Travelling first‐aid kits
    9. 20.9 First‐aid rooms
    10. 20.10 Inspection and communication
    11. 20.11 Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013
    12. 20.12 Fit note
  26. 21 Asbestos
    1. 21.1 Introduction
    2. 21.2 Regulations
    3. 21.3 Asbestos management plan
    4. 21.4 Management options
    5. 21.5 Asbestos survey types
    6. 21.6 Asbestos material assessment algorithm
    7. 21.7 Asbestos priority assessment
    8. 21.8 Asbestos management strategies
    9. 21.9 Managing an asbestos incident
    10. 21.10 Summary checklist
  27. 22 Water Supplies and Water Safety
    1. 22.1 Introduction
    2. 22.2 Water systems
    3. 22.3 Water consumption
    4. 22.4 Benefits of water conservation
    5. 22.5 Water industry
    6. 22.6 Compliance
    7. 22.7 Water pollution
    8. 22.8 Drinking water
    9. 22.9 Washing and cleaning
    10. 22.10 Food preparation
    11. 22.11 Water pressure
    12. 22.12 Drainage
    13. 22.13 Sustainable Urban Drainage System (SuDS)
    14. 22.14 Specialist maintenance
    15. 22.15 Water design capacity
    16. 22.16 Supply continuity
    17. 22.17 Management review
    18. 22.18 Water management policy
    19. 22.19 Water‐saving technology
    20. 22.20 Water recycling systems
    21. 22.21 Urinal controls
    22. 22.22 Water‐saving tips
    23. 22.23 Leak detection
    24. 22.24 Water safety
    25. 22.25 Approved Code of Practice L8
    26. 22.26 Legionella Control Association Code of Conduct
    27. 22.27 Risk assessment
    28. 22.28 Legionnaires’ disease
    29. 22.29 The maintenance implications of Legionnaires’ disease
    30. 22.30 Maintenance routines and operating procedures
    31. 22.31 Coliform bacteria
    32. 22.32 Pseudomonas aeruginosa
    33. 22.33 Water quality legislation
    34. 22.34 Water quality testing
    35. 22.35 Swimming pool management
  28. 23 Construction (Design and Management) Regulations
    1. 23.1 Introduction
    2. 23.2 Notifiable works
    3. 23.3 Impact of the Regulations on FM
    4. 23.4 Principal designer duties
    5. 23.5 Designer duties
    6. 23.6 Principal contractor duties
    7. 23.7 Competence
    8. 23.8 Assessing competence
    9. 23.9 Demolition
    10. 23.10 Documents
  29. 24 Business Continuity
    1. 24.1 Introduction
    2. 24.2 Basic principles
    3. 24.3 Legislation
    4. 24.4 Standards
    5. 24.5 Impact on business
    6. 24.6 Policy
    7. 24.7 Planning
    8. 24.8 Business impact analysis
    9. 24.9 Corporate strategy
    10. 24.10 Critical assets
    11. 24.11 Hazards, consequences and impacts
    12. 24.12 Benefits of a business impact analysis
    13. 24.13 Unavailability impact table
    14. 24.14 Risk assessment
    15. 24.15 Documents
    16. 24.16 Standby site
    17. 24.17 Implementation
    18. 24.18 Two‐team approach
    19. 24.19 Crisis management team
    20. 24.20 Logistics
    21. 24.21 Telephony and data communications
    22. 24.22 Testing the plan
    23. 24.23 Upkeep of records
    24. 24.24 Audit
  30. 25 Maintenance – Definitions and Strategies
    1. 25.1 Introduction
    2. 25.2 Maintenance priorities
    3. 25.3 Maintenance classifications
    4. 25.4 Maintenance policy
    5. 25.5 Computerised maintenance management systems
    6. 25.6 Asset registers
    7. 25.7 Maintenance programmes
    8. 25.8 Maintenance activities
    9. 25.9 Maintenance schedules
    10. 25.10 Controlling maintenance work
    11. 25.11 Building records
    12. 25.12 Annual inspections
    13. 25.13 Condition surveys
    14. 25.14 Planning the survey
    15. 25.15 Component life cycles
    16. 25.16 Bathtub curve
    17. 25.17 Element and component life expectancies
  31. 26 Mechanical and Electrical Systems and Their Maintenance
    1. 26.1 Introduction
    2. 26.2 Heating, ventilation and air conditioning
    3. 26.3 Heating systems
    4. 26.4 Direct heating systems
    5. 26.5 Indirect heating systems
    6. 26.6 Ventilation
    7. 26.7 Relative humidity
    8. 26.8 Natural ventilation
    9. 26.9 Mechanical ventilation
    10. 26.10 Air conditioning
    11. 26.11 Comfort control
    12. 26.12 Selection of an appropriate system
    13. 26.13 Air‐conditioning systems
    14. 26.14 Local exhaust ventilation systems
    15. 26.15 Dampers
    16. 26.16 Fans
    17. 26.17 Filters
    18. 26.18 Displacement ventilation systems
    19. 26.19 Fan coil units
    20. 26.20 Chilled beam
    21. 26.21 Diffusers
    22. 26.22 Heat pumps
    23. 26.23 Packaged air‐conditioning units
    24. 26.24 Refrigeration
    25. 26.25 Humidification
    26. 26.26 Cooling systems
    27. 26.27 Fire safety
    28. 26.28 Standards
    29. 26.29 Lifts
    30. 26.30 Lighting
    31. 26.31 Lighting requirements
    32. 26.32 Light fittings
    33. 26.33 Lighting efficiency
    34. 26.34 Lighting controls
    35. 26.35 Building management systems
    36. 26.36 Intelligent buildings
  32. 27 Information and Communications Technology
    1. 27.1 Introduction
    2. 27.2 Ownership options
    3. 27.3 Telephone systems
    4. 27.4 Telephony services
    5. 27.5 Communication wiring
    6. 27.6 Fibre optics
    7. 27.7 Cable distribution
    8. 27.8 Structured cabling systems
    9. 27.9 Data rooms and centres
    10. 27.10 Wireless networks
    11. 27.11 Cellular networks
    12. 27.12 Personal area networks
    13. 27.13 Virtual private networks
    14. 27.14 Firewalls
    15. 27.15 Smartphones and tablets
    16. 27.16 Cloud computing
    17. 27.17 Tele‐presence
    18. 27.18 Video conferencing
    19. 27.19 Voice over Internet Protocol
    20. 27.20 Applications
    21. 27.21 QR codes
    22. 27.22 Drones
    23. 27.23 The Internet of Things
    24. 27.24 Artificial intelligence
    25. 27.25 Voice‐activated services
  33. 28 Grounds and External Areas
    1. 28.1 External areas
    2. 28.2 In‐house or contracted‐out landscaping maintenance
    3. 28.3 Landscaping standards
    4. 28.4 Landscape architects
    5. 28.5 Decay of trees
    6. 28.6 Damage to trees
    7. 28.7 Removal of trees and tree stumps
    8. 28.8 Ownership of trees
    9. 28.9 Spreading of roots and branches
    10. 28.10 Dangerous trees
    11. 28.11 Licence to plant
    12. 28.12 Tree preservation orders
    13. 28.13 Conservation areas
    14. 28.14 Internal planting
    15. 28.15 Artificial plants
    16. 28.16 Maintenance of hardstandings and external areas
    17. 28.17 Vegetation and planted areas
    18. 28.18 Boundary fencing
    19. 28.19 Brickwork walls
    20. 28.20 Grounds maintenance contracts
    21. 28.21 Site footpaths and roads
    22. 28.22 Workplace parking
    23. 28.23 Parking policy
    24. 28.24 Car park categories
    25. 28.25 Car park design
    26. 28.26 Bicycle parking
    27. 28.27 Motorcycle parking
    28. 28.28 Car parking standards
    29. 28.29 Travel planning
    30. 28.30 Car sharing
    31. 28.31 Bike share
  34. 29 Fabric Maintenance
    1. 29.1 Introduction
    2. 29.2 Maintenance implications of building structures
    3. 29.3 Fabric maintenance programmes
    4. 29.4 Internal and external finishes
    5. 29.5 External walls and building envelope
    6. 29.6 Guttering and rain downpipes
    7. 29.7 Lightning conductors
  35. 30 Energy Management
    1. 30.1 Introduction
    2. 30.2 Energy consumption
    3. 30.3 Energy‐efficient building designs
    4. 30.4 Energy management good practice
    5. 30.5 Carbon footprint
    6. 30.6 Choice of fuel
    7. 30.7 Electricity
    8. 30.8 Combined heat and power systems
    9. 30.9 Renewable energy sources
    10. 30.10 Gas
    11. 30.11 Energy monitoring
    12. 30.12 Metering
    13. 30.13 Investment
    14. 30.14 Energy policy
    15. 30.15 CRC Energy Efficiency Scheme
    16. 30.16 Companies (Directors’ Report) and Limited Liability Partnerships (Energy and Carbon Report) Regulations 2018
    17. 30.17 Greenhouse Gas Emissions (Directors’ Reports) Regulations 2013
    18. 30.18 Carbon Trust Standard
    19. 30.19 ISO 50001 – Energy Management
    20. 30.20 BS EN 16247 – Energy Audits
    21. 30.21 PAS 2060 – Carbon Neutrality
    22. 30.22 PAS 2080 – Carbon Management in Infrastructure
    23. 30.23 Legislation
    24. 30.24 Building Regulations
    25. 30.25 Energy Performance of Buildings Directive
    26. 30.26 Energy Performance Certificates
    27. 30.27 Display Energy Certificates
    28. 30.28 Feed‐in Tariff
    29. 30.29 Renewable Heat Incentive
    30. 30.30 Energy Savings Opportunity Scheme
    31. 30.31 Minimum Energy Efficiency Standard
    32. 30.32 Smart Export Guarantee Scheme
  36. 31 Front of House
    1. 31.1 Reception services
    2. 31.2 The first impression
    3. 31.3 The welcome process
    4. 31.4 Welcome formalities
    5. 31.5 Managing visitor expectations
    6. 31.6 Best practice
    7. 31.7 Customer service
    8. 31.8 Customer and visitor satisfaction
    9. 31.9 Visiting groups
    10. 31.10 Meet and greet service
    11. 31.11 Styles of welcome and reception service
    12. 31.12 Welcome boards
    13. 31.13 Remote entry points
    14. 31.14 The goodbye
    15. 31.15 Reception service standards
    16. 31.16 Corporate duty of care
    17. 31.17 Recording visitor information
    18. 31.18 Display of company signage
    19. 31.19 Visitor risk assessments
    20. 31.20 Fire precautions in the reception area
    21. 31.21 CCTV surveillance
    22. 31.22 Trespassing and theft
    23. 31.23 Switchboard services
    24. 31.24 Room booking services
    25. 31.25 Virtual reception
  37. 32 Housekeeping and Cleaning Services
    1. 32.1 Cleaning services
    2. 32.2 Cleaning methods
    3. 32.3 Cleaning standards
    4. 32.4 Cleaning specifications
    5. 32.5 Cleaning costs
    6. 32.6 Advantages and disadvantages of contract cleaning
    7. 32.7 Staff
    8. 32.8 Daytime cleaning
    9. 32.9 Equipment
    10. 32.10 Microfibre materials
    11. 32.11 Ionators and active water
    12. 32.12 Cleaning chemicals
    13. 32.13 Detergents
    14. 32.14 Sealants
    15. 32.15 Solvents
    16. 32.16 Example contract cleaning specification
    17. 32.17 Checklist
    18. 32.18 COVID‐19 Cleaning guidance
  38. 33 Security Management
    1. 33.1 Introduction
    2. 33.2 Security strategy
    3. 33.3 Contract security services
    4. 33.4 Licensed security roles
    5. 33.5 Increased importance
    6. 33.6 Contractor selection
    7. 33.7 Service standards
    8. 33.8 Site survey and analysis
    9. 33.9 Assignment instructions
    10. 33.10 Access control
    11. 33.11 Door security
    12. 33.12 Door furniture
    13. 33.13 Windows
    14. 33.14 Electronic access control systems
    15. 33.15 Components in electronic systems
    16. 33.16 Advantages and disadvantages of electronic systems
    17. 33.17 Training
    18. 33.18 Special considerations
    19. 33.19 Disability discrimination
  39. 34 Customer and Stakeholder Relations
    1. 34.1 The importance of good service delivery
    2. 34.2 Customer care
    3. 34.3 Stakeholder analysis
    4. 34.4 Customer service
    5. 34.5 Communication
    6. 34.6 Service delivery requirements
    7. 34.7 Analysis tools
    8. 34.8 Questionnaires
    9. 34.9 User and focus groups
    10. 34.10 Mystery shopping
    11. 34.11 Critical service features
    12. 34.12 Gap analysis
    13. 34.13 Service quality (SERVQUAL)
    14. 34.14 Internal customer service
    15. 34.15 FM helpdesk
    16. 34.16 Service level agreements
    17. 34.17 Customer service standards
    18. 34.18 Customer journey mapping
    19. 34.19 Customer Effort Score (CES)
    20. 34.20 Net Promoter Score (NPS)
  40. 35 Waste Management
    1. 35.1 Introduction
    2. 35.2 Waste management policy
    3. 35.3 Waste management structure
    4. 35.4 Waste management procedures
    5. 35.5 Duty of care
    6. 35.6 Waste minimisation
    7. 35.7 Building design
    8. 35.8 Operational buildings
    9. 35.9 Business activities and business processes
    10. 35.10 Product labelling
    11. 35.11 Recycling
    12. 35.12 Plastic waste
    13. 35.13 Anaerobic digestion
    14. 35.14 Waste to energy
    15. 35.15 Waste product database
    16. 35.16 Waste classification
    17. 35.17 Waste management audits
    18. 35.18 Targets
    19. 35.19 Landfill
    20. 35.20 Legislation
  41. 36 Catering and Hospitality Services
    1. 36.1 Introduction
    2. 36.2 Catering trends
    3. 36.3 Catering strategy
    4. 36.4 Catering objectives
    5. 36.5 In‐house catering operation
    6. 36.6 Contracted‐out catering services
    7. 36.7 Contract types
    8. 36.8 Catering specification
    9. 36.9 Catering costs
    10. 36.10 Catering services review
    11. 36.11 Food hygiene and safety
    12. 36.12 Hazard Analysis of Critical Control Points
    13. 36.13 Allergens
    14. 36.14 Legislation
    15. 36.15 Well‐being
    16. 36.16 Standards and accreditations
  42. 37 Quality Management
    1. 37.1 Origins
    2. 37.2 Quality
    3. 37.3 Quality management
    4. 37.4 Continuous improvement
    5. 37.5 Lean
    6. 37.6 Quality systems and procedures
    7. 37.7 Total quality management
    8. 37.8 Business Excellence Model – European Foundation of Quality Management
    9. 37.9 Six Sigma
    10. 37.10 Quality standards and accreditation schemes
    11. 37.11 Standards
    12. 37.12 ISO 9000
    13. 37.13 ISO 41001
    14. 37.14 ISO 14001
    15. 37.15 Investors in People
    16. 37.16 Benchmarking
    17. 37.17 FM benchmarking
    18. 37.18 Key performance indicators
  43. 38 Document Management Services
    1. 38.1 Corporate information
    2. 38.2 Document management
    3. 38.3 Mail
    4. 38.4 Reprographics
    5. 38.5 Photocopiers
    6. 38.6 Printers
    7. 38.7 Multi‐function devices
    8. 38.8 Facsimile (fax) machines
    9. 38.9 Electronic document management system
    10. 38.10 Audiovisual equipment
    11. 38.11 Archives
  44. 39 Sustainability and Environmental Issues
    1. 39.1 Introduction
    2. 39.2 Historical overview
    3. 39.3 Definitions
    4. 39.4 Earth’s resources
    5. 39.5 Ecological footprint
    6. 39.6 The One Planet Living principles
    7. 39.7 FM’s role
    8. 39.8 Environmental impacts
    9. 39.9 History of CSR
    10. 39.10 CSR responsibilities
    11. 39.11 CSR standards
    12. 39.12 Measuring CSR
    13. 39.13 Benchmarking CSR
    14. 39.14 Sustainability Index in FM
    15. 39.15 CSR and Environmental Policy
  45. 40 Management of the Facilities Management Function
    1. 40.1 The facilities management team
    2. 40.2 Setting up the department
    3. 40.3 Workload planning and allocation
    4. 40.4 Delegation
    5. 40.5 Recruitment
    6. 40.6 FM competencies
    7. 40.7 Training and development
    8. 40.8 Career planning
    9. 40.9 Motivation
    10. 40.10 Culture and values
    11. 40.11 Team building
    12. 40.12 Multi‐team (cross‐functional) working
    13. 40.13 Discipline, grievances and staff exit
    14. 40.14 Management
    15. 40.15 Leadership
    16. 40.16 Raising the profile of workplace and FM professionals
  46. Index
  47. End User License Agreement

Product information

  • Title: Facilities Manager's Desk Reference, 3rd Edition
  • Author(s): Jane M. Wiggins
  • Release date: December 2020
  • Publisher(s): Wiley-Blackwell
  • ISBN: 9781119633594