Total Facilities Management, 3rd Edition
July 2009, Wiley-Blackwell
Building on the success and popularity of previous editions, the third edition adds new chapters on facilities planning, building intelligence, managing specialist services and information systems management, and provides a number of new, international case studies which will further broaden its appeal to practitioners and advanced students alike.
From a Review of the Second Edition:
“I have just finished reading this superb book and am impressed with the amount of ‘wisdom’ provided in a very readable form”
W.W. Badger, Arizona State University, in Construction Management and Economics
Preface to the Second Edition.
1 Background to facilities management.
Rationale for facilities management.
Defining facilities management.
Approaches to facilities management.
Informed client function.
Concept of best value.
Matters of risk.
2 Developing a strategy for facilities management.
Developing a facilities management strategy.
Strategic analysis of facilities requirements.
Relationships between client organisations and service providers.
Case study – Developing a strategy.
3 Facilities planning.
Real estate management.
Facilities management brief.
Real estate options.
Totally serviced workplaces.
4 Retaining services in-house vs outsourcing.
Attributes of service.
Uniqueness of service.
Priority, flexibility and speed of response.
Management implications and indirect cost.
Overview of options and implications.
Other implications of outsourcing.
5 Change management.
Change in an organisational setting.
Managing change in practice.
Change as a process.
Responsibilities of those managing change.
Resolving cultural conflict.
Case study – EastPoint.
6 Human resources management.
Dealing with shifting demands for resources.
Appropriate management structure.
Case study – Practical human resources issues.
Case study – Sun Life.
Functions, job descriptions and skills.
7 Policy and procedures for outsourcing.
8 Policy and procedures for in-house provision.
Definition of services.
In-house capabilities and skills.
Departments as customers.
In-house team approach.
Service provision reviewed and improved.
9 Service specifications, service level agreements and performance.
Rationale for service specifications and SLAs.
What is a service specification?
Example of a service specification – cleaning of open-plan offices.
What is a service level agreement (SLA)?
Example of a service level agreement (SLA).
Critical success factors and key performance indicators.
Updating service specification and SLAs.
10 Health, safety and environment.
Sustainability and environmental issues.
Corporate social responsibility.
Organisation and administration.
Safety rules and practice.
Stress, employees and the organisation.
11 Workplace productivity.
Environmental factors having an impact on productivity.
Unconventional working arrangements.
12 Building intelligence and smart systems.
Building engineering services.
Intelligent buildings – Smart buildings.
Smart tagging, sensing and control.
Applications of smart systems technology.
13 Facilities management service providers.
Types of service provision.
Case study – Facilities management in the public sector.
Total facilities management.
Evolution in the nature of service providers.
Determining the best approach.
14 Managing service provider and supplier relationships.
Service providers and suppliers.
Types of relationship.
What kind of relationship is needed?
Contractual arrangements and partnering.
15 Managing specialist services.
Health care services.
Security and protection services.
Performance and service level agreements.
Risks, insurance and indemnities.
16 Information systems management.
Planned preventive maintenance.
Case study – ICEconsult.
Computer-aided facilities management (CAFM).
Building information modelling.
BIM applied to existing buildings.
17 Contract management and financial control.
Contract conditions and terms.
18 Benchmarking best practice.
Pursuing continual improvement.
Benchmarking facilities management.
Other kinds of benchmarking.
Case study – Diageo.
19 Public–private partnerships.
Public–private partnerships (PPPs).
Procurement and contractual approach.
Generic PPP project set-up.
Main types of service provided.
Facilities management and private sector participation.
Relevance and benefit of private investment and partnership.
Risk and private investment.
Problems with private investment and partnership.
20 Education, training and professional development.
Backgrounds of facilities managers.
Growth of a professional discipline.
Core competence in facilities management.
Studying facilities management.
Facilities management training and personal development.
Continuing professional development (CPD).
The future for facilities managers.
21 Innovation, research and development.
Change and innovation.
Innovation and research and development.
Research and development themes.
Flexible corporate real estate.
Healthy buildings promoting future living.
Tele-care in the home.
B Prevention of fraud and irregularity in the award and management of contracts.
C Risks involved in outsourcing.
D Contractual approach and terms.
E Sections for a service level agreement (SLA).
References and Bibliography.
Adrian Brooks BSc (Hons), MBA, MRICS is a chartered quantity surveyor with an MBA from the Cass Business School. He is the Director of Consulting for Acuity Management Solutions, a young and dynamic facilities management business, having held board positions in other property and facilities management businesses previously. Adrian continues to provide strategic advice to blue chip organisations internationally and is a regular speaker on best practice techniques and facilities issues.
Bridges the gap between the theory and implementation
Includes four new chapters on facilities planning, building intelligence, managing specialist services and information systems management
Focuses on issues such as customer satisfaction and value for money
'The essential qualities of this book are its lucid presentation style and direct applicability of its contents’ – Engineering, Construction & Architectural Management