Name: Facilities Manager's Desk Reference By Jane M. Wiggins
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Facilities Manager's Desk Reference Summary

Facilities Manager's Desk Reference by Jane M. Wiggins

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.

About Jane M. Wiggins

JANE WIGGINS, MBA CFM FIWFM, has over thirty-five years of experience of facilities management, project delivery and provision of business support services in major blue chip organizations and the education sector. With expertise in operational and strategic aspects of facilities management, Jane established FM Tutor & Associates Ltd to bring her knowledge to many hundreds of Facilities Management students, helping them gain a professional qualification in FM. Formerly an Associate Tutor and dissertation supervisor for the MSc in Facilities Management at the University College of Estates Management and lead Tutor at the CTP Resettlement Centre for the FM programmes, Jane has worked with many other educational organisations. She was Chair of the British Institute of Facilities Management Education special interest group from 2003 - 2008. Jane has spoken and written extensively on the subject and is author of the BPP BIFM workbooks, several case studies and articles on FM across range of publications such as Croners, EFMR, Facilities Management Journal, and FM World.

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

Additional information

Sku

NLS9781119633594

ISBN 13

9781119633594

ISBN 10

1119633591

Title

Facilities Manager's Desk Reference by Jane M. Wiggins

Author

Jane M. Wiggins

Condition

New

Binding type

Paperback

Publisher

John Wiley and Sons Ltd

Year published

20201231

Number of pages

704

Prizes

N/A

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Book picture is for illustrative purposes only, actual binding, cover or edition may vary.

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This is a new book - be the first to read this copy. With untouched pages and a perfect binding, your brand new copy is ready to be opened for the first time

Facilities Manager's Desk Reference Jane M. Wiggins

Facilities Manager's Desk Reference by Jane M. Wiggins

Facilities Manager's Desk Reference Summary

Facilities Manager's Desk Reference by Jane M. Wiggins

About Jane M. Wiggins

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