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List of theory and information slots |
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xiii | |
Abbreviations used |
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xv | |
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Chapter 1 Getting started |
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1 | (14) |
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What is Facilities Management? |
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1 | (1) |
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2 | (2) |
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4 | (1) |
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Aims and objectives: setting out your stall |
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5 | (9) |
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5 | (1) |
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5 | (5) |
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10 | (2) |
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12 | (1) |
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13 | (1) |
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14 | (1) |
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15 | (12) |
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15 | (4) |
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Computer systems and software |
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15 | (1) |
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16 | (1) |
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16 | (2) |
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18 | (1) |
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19 | (2) |
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19 | (1) |
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20 | (1) |
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Understanding your portfolio |
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21 | (6) |
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22 | (2) |
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Understanding your service and how it fits onto your site |
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24 | (3) |
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Chapter 3 Managing people: staff and customers |
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27 | (32) |
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27 | (10) |
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Choose your staff well: recruitment |
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28 | (2) |
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Communication with your staff |
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30 | (3) |
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Find out what makes them tick |
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33 | (1) |
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34 | (3) |
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37 | (1) |
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37 | (3) |
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Are you up to the job? The S curve and learning cycles |
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37 | (2) |
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39 | (1) |
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Do you have the necessary support structure? |
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39 | (1) |
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Are you adequately resourced? |
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39 | (1) |
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Teamwork: what makes a good team? |
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40 | (2) |
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42 | (8) |
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Ability of staff to undertake their duties effectively |
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42 | (1) |
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People must want to progress |
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43 | (1) |
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Creation of stability and succession |
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44 | (1) |
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Ability to meet legislative requirements |
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45 | (1) |
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Ability to overlap services |
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45 | (1) |
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How do you get staff to undertake training? |
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45 | (1) |
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46 | (3) |
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Fair and equal pay and training |
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49 | (1) |
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50 | (9) |
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Creating a good impression |
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50 | (1) |
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Providing good customer service |
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51 | (4) |
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Practising what you preach |
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55 | (1) |
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Development of customer services |
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55 | (4) |
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Chapter 4 Policies, strategies, procedures, risks and liabilities |
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59 | (43) |
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59 | (2) |
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61 | (3) |
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61 | (1) |
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What are the key points of a strategy? |
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62 | (2) |
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64 | (1) |
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65 | (1) |
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66 | (1) |
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66 | (1) |
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67 | (4) |
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What are you managing and monitoring? |
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68 | (1) |
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Where are you are managing and monitoring? |
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68 | (1) |
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When will you manage and monitor? |
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69 | (1) |
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How will you manage and monitor? |
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70 | (1) |
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Why are you managing and monitoring? |
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71 | (1) |
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71 | (6) |
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72 | (1) |
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What is quality management? |
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73 | (2) |
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75 | (1) |
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Why is quality so important? |
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76 | (1) |
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77 | (7) |
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77 | (1) |
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78 | (6) |
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Risks with new builds and defect periods |
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84 | (7) |
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87 | (1) |
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87 | (1) |
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88 | (3) |
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91 | (1) |
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91 | (11) |
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92 | (5) |
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97 | (2) |
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99 | (2) |
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101 | (1) |
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Chapter 5 Outsourcing of services or in-house staff? |
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102 | (22) |
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Reasons to outsource services |
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102 | (4) |
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102 | (1) |
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Does the service fit the requirements of the site? |
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103 | (1) |
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Is the service financially sound? |
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103 | (1) |
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Is there a sound reason for change? |
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104 | (1) |
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104 | (2) |
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Outsourcing: advantages and disadvantages |
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106 | (3) |
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Advantages of outsourcing |
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108 | (1) |
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Disadvantages of outsourcing |
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108 | (1) |
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109 | (3) |
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110 | (2) |
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112 | (1) |
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The education sector: the "learner experience" and outsourcing |
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113 | (1) |
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114 | (6) |
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Choosing your contractors |
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115 | (1) |
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116 | (1) |
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116 | (2) |
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118 | (1) |
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119 | (1) |
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120 | (1) |
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Procurement routes for FM |
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120 | (4) |
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124 | (28) |
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124 | (5) |
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125 | (1) |
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125 | (2) |
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127 | (1) |
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128 | (1) |
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129 | (5) |
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131 | (1) |
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131 | (1) |
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132 | (1) |
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132 | (1) |
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Core times and resourcing |
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133 | (1) |
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134 | (1) |
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134 | (6) |
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The hub for your department |
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135 | (1) |
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The place to report defects or problems |
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135 | (1) |
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Customer service department |
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136 | (1) |
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136 | (1) |
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Helpdesk software specification |
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137 | (1) |
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138 | (2) |
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140 | (2) |
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Deliveries out to departments |
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140 | (1) |
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141 | (1) |
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142 | (4) |
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142 | (2) |
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144 | (1) |
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144 | (1) |
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Value added: sustainability and security |
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145 | (1) |
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146 | (1) |
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146 | (6) |
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147 | (1) |
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147 | (1) |
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148 | (1) |
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Closed-circuit television |
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149 | (1) |
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149 | (1) |
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150 | (2) |
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Chapter 7 Maintenance Including new builds and space management |
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152 | (17) |
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152 | (6) |
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152 | (2) |
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154 | (1) |
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Planned preventative maintenance |
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155 | (3) |
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Planned programme and planned survey |
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158 | (3) |
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What is a planned survey document? |
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158 | (3) |
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161 | (1) |
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161 | (2) |
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New builds and maintenance |
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163 | (6) |
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163 | (1) |
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164 | (2) |
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Ventilation and chilling/cooling |
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166 | (1) |
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Electricity use and new technologies |
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167 | (1) |
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167 | (2) |
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Chapter 8 Sustainability, use of resources and sustainable technologies |
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169 | (29) |
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169 | (2) |
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Improving the sustainability of your organisation |
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171 | (3) |
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Identification of resources used |
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171 | (1) |
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Conversion of resource use into a carbon footprint |
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172 | (1) |
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Setting bench-marks and targets |
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172 | (1) |
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173 | (1) |
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Reporting progress and reviewing results |
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173 | (1) |
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Sustainability: a whole organisation approach |
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174 | (2) |
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Determining your carbon footprint |
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176 | (6) |
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Carbon emissions from transport |
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177 | (1) |
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Carbon emissions from waste disposal |
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177 | (1) |
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178 | (1) |
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Carbon emissions and procurement |
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179 | (1) |
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180 | (1) |
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181 | (1) |
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181 | (1) |
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182 | (9) |
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183 | (1) |
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184 | (1) |
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184 | (1) |
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185 | (2) |
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187 | (2) |
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189 | (1) |
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189 | (1) |
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190 | (1) |
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Building Management Systems |
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190 | (1) |
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Installing sustainable technologies |
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191 | (1) |
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191 | (4) |
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Establishing your base load |
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192 | (1) |
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Procurement of electricity |
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192 | (2) |
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194 | (1) |
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Educating the occupants of buildings |
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195 | (3) |
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Chapter 9 Waste and how to deal with it |
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198 | (9) |
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198 | (1) |
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198 | (4) |
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199 | (1) |
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200 | (1) |
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201 | (1) |
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202 | (1) |
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203 | (3) |
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Batteries and toner cartridges |
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203 | (1) |
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204 | (1) |
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204 | (1) |
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205 | (1) |
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206 | (1) |
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Chapter 10 Fleet management |
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207 | (6) |
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207 | (3) |
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209 | (1) |
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210 | (3) |
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210 | (1) |
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210 | (1) |
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211 | (1) |
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211 | (1) |
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211 | (2) |
Appendix 1 Strategic objectives and operational targets for a typical college |
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213 | (32) |
Appendix 2 Management strategy for heating and ventilation in a college environment |
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245 | (10) |
Appendix 3 Health and safety rules for contractors |
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255 | (11) |
Appendix 4 Sustainability policy |
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266 | (3) |
Appendix 5 Dealing with bomb threats |
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269 | (4) |
Appendix 6 Preliminaries and conditions |
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273 | (10) |
Appendix 7 Strategy for helpdesk |
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283 | (4) |
Appendix 8 Strategy for operations and maintenance |
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287 | (2) |
Appendix 9 Service level agreements |
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289 | (2) |
Appendix 10 Cleaning specification |
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291 | (16) |
Appendix 11 Grounds maintenance specification for a college |
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307 | (9) |
Appendix 12 Health, safety and environment questionnaire |
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316 | (6) |
References |
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322 | (3) |
Index |
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325 | |