Facilities Manager's Desk Reference

In the course of their work, the facilities manager will face a range of complex and often challenging tasks, sometimes concerned with a single business premises, often across an entire property portfolio. To help with those tasks, the __Facilities Manager's Desk Reference__ provides the facilities manager with an invaluable source of highly relevant, practical information on the all the principal facilities management services, as well as information on legal compliance issues, the development of strategic policies and tactical best practice information. With a clear practitioner perspective the book covers both hard and soft facilities management issues and is presented in an easy to read, concise format. __The Facilities Manager's Desk Reference__ will be a first point of reference for all busy facilities managers and will save them time by providing access to the information needed to ensure the safe, effective and efficient running of any facilities function. It will also serve as a useful overview for students studying for their professional and academic qualifications in facilities management.Content: Chapter 1 History of Facilities Management (pages 1–8): Chapter 2 Key Drivers of FM (pages 9–18): Chapter 3 Key Activities in FM (pages 19–24): Chapter 4 Delivering FM – FM Strategy (pages 25–37): Chapter 5 Outsourcing (pages 38–41): Chapter 6 Financial Management (pages 42–75): Chapter 7 Property and Estates Management (pages 76–88): Chapter 8 Property Legislation and Leases (pages 89–105): Chapter 9 Developing New Buildings (pages 106–129): Chapter 10 Project Management (pages 130–141): Chapter 11 Space Management (pages 142–167): Chapter 12 Accommodation Management (pages 168–169): Chapter 13 Procurement (pages 170–183): Chapter 14 Contracts and Contract Management (pages 184–196): Chapter 15 Legislation (pages 197–202): Chapter 16 Legislation Affecting FM Activities (pages 203–217): Chapter 17 Fire Safety and Legislation (pages 218–239): Chapter 18 Electrical Supplies and Electrical Safety (pages 240–248): Chapter 19 Accessibility (pages 249–256): Chapter 20 First Aid at Work (pages 257–263): Chapter 21 Asbestos (pages 264–272): Chapter 22 Water Supplies and Water Safety (pages 273–291): Chapter 23 Construction Design and Management Regulations (pages 292–301): Chapter 24 Business Continuity (pages 302–313): Chapter 25 Maintenance – Definitions and Strategies (pages 314–325): Chapter 26 Mechanical and Electrical Systems and their Maintenance (pages 326–343): Chapter 27 Telecommunications and Networks (pages 344–361): Chapter 28 Grounds and External Areas (pages 362–385): Chapter 29 Fabric Maintenance (pages 386–392): Chapter 30 Energy Management (pages 393–409): Chapter 31 Front of House (pages 410–424): Chapter 32 Housekeeping and Cleaning Services (pages 425–444): Chapter 33 Security Management (pages 445–463): Chapter 34 Customer Relations (pages 464–474): Chapter 35 Waste Management (pages 475–484): Chapter 36 Catering and Hospitality Services (pages 485–498): Chapter 37 Quality Management (pages 499–513): Chapter 38 Document Management Services (pages 514–528): Facilities Manager's Desk Reference......Page 5 Contents......Page 7 List of Abbreviations......Page 25 Introduction......Page 32 1.2 A Brief history of FM......Page 33 1.3 Growth of the FM profession......Page 34 1.4 Defining FM......Page 36 1.5 Development of FM......Page 39 1.6 European standard......Page 40 2.2 Demand and supply......Page 41 2.3 Roles of FM......Page 43 2.5 Champion of end-user......Page 44 2.8 Scope of services......Page 45 2.11 Technology systems integration......Page 46 2.14 Ownership of the property......Page 47 2.17 Performance measurement......Page 48 2.19 Future trends......Page 49 3.3 Management functions......Page 51 3.4 Premises and building management......Page 53 3.5 Business support services......Page 54 3.6 Range of FM activities and services......Page 55 4.3 Identifying the needs......Page 57 4.6 Determining factors......Page 60 4.7 Premises policy......Page 62 4.11 Space audit......Page 63 4.13 Audit stage 2 – further investigation......Page 64 4.16 In-house or self-perform......Page 66 4.18 'Bundled' services......Page 67 4.20 Managing agent......Page 68 4.23 Special purpose vehicles (SPVs)......Page 69 5.3 Best value......Page 70 5.6 Benefit analysis......Page 71 5.8 Selection process......Page 72 6.2 Financial systems and process......Page 74 6.4 Financial controls......Page 75 6.7 Sources of funding......Page 76 6.9 Fixed assets......Page 77 6.12 The balance sheet......Page 78 6.15 Performance measurement......Page 79 6.17 Liquidity......Page 80 6.19 Annual reports of accounts......Page 81 6.20 Recent developments in financial accounting......Page 82 6.22 Roles of budgets......Page 83 6.23 Budget design......Page 84 6.26 Budget variances......Page 85 6.27 Cost data......Page 86 6.28 Cost accounting......Page 87 6.29 Cost centres......Page 88 6.30 Cash flow......Page 89 6.32 Value Added Tax (VAT)......Page 91 6.33 Landfill Tax......Page 93 6.35 Business rates......Page 94 6.37 Income Taxes......Page 95 6.38 Corporation Tax......Page 96 6.39 Tax status of construction workers......Page 97 6.41 Financial business cases......Page 98 6.42 Investment appraisal methods......Page 99 6.44 Payback period......Page 100 6.48 Preparing a financial proposal......Page 101 6.50 Building life cycle costs......Page 102 6.52 Evaluating life cycle costs......Page 103 6.54 The impact of inflation......Page 104 7.2 Property industry......Page 108 7.6 The investment market......Page 109 7.7 Property investors......Page 110 7.8 Property management......Page 111 7.9 Property professionals and specialists......Page 112 7.10 Developing a property strategy......Page 115 7.11 Property and asset register......Page 116 7.12 Dilapidations......Page 118 8.1 Ownership and tenure......Page 121 8.2 The Estate Agents Act 1979......Page 123 8.4 Defective Premises Act......Page 124 8.7 The contents and terms of a commercial lease......Page 125 8.8 Tenant's covenants......Page 128 8.10 Schedules......Page 130 8.11 Trigger notices......Page 131 8.12 Time limits......Page 132 8.15 Arbitration......Page 133 8.18 Security of tenure......Page 134 8.20 Landlord's grounds for opposing a new tenancy – Section 30......Page 135 8.23 Market forces and lease renewal......Page 136 8.24 Repairs......Page 137 9.1 The development process......Page 138 9.2 Planning legislation......Page 141 9.3 The Town and Country Planning Act......Page 142 9.4 Planning permission......Page 143 9.5 The Town and Country Planning Use Classes Order 2005......Page 144 9.6 Planning policy guidance notes......Page 145 9.9 Breach of planning control......Page 146 9.11 Listed buildings......Page 147 9.13 Building design......Page 148 9.15 Drivers of building design......Page 149 9.16 Sustainable construction......Page 150 9.19 Planning grids and the use of space......Page 151 9.20 Developers' fit-out......Page 152 9.21 Measuring building efficiency......Page 153 9.22 Building efficiency......Page 154 9.24 Building performance......Page 155 9.25 Commercial building materials......Page 159 9.26 Building Regulations......Page 160 9.27 Approved Documents......Page 161 10.3 Fundamentals of project management......Page 162 10.5 Responsibilities......Page 163 10.6 Project briefs......Page 164 10.8 Project programmes......Page 165 10.11 FADE project methodology......Page 166 10.12 PRINCE......Page 167 10.13 Project planning......Page 168 10.15 Gantt charts......Page 169 10.18 Risk management......Page 170 10.19 Project budget......Page 171 10.21 Project support......Page 172 10.22 Project handover......Page 173 11.2 Data and information gathering......Page 174 11.4 Space management policy......Page 175 11.6 Effective use of space......Page 176 11.8 Business performance......Page 178 11.9 Space planning......Page 179 11.10 Impact of building structures on space use......Page 181 11.11 Impact of building services on space use......Page 182 11.12 Space allocation......Page 187 11.13 Space utilisation......Page 188 11.14 Space audits......Page 189 11.15 Building efficiency......Page 190 11.16 Building operating costs......Page 193 11.17 Measuring terminology......Page 194 11.18 New developments in space use......Page 195 11.19 Legislation and compliance......Page 199 12.2 Planning a move......Page 200 12.4 Swing space......Page 201 13.3 Procurement policy......Page 202 13.5 Procurement strategy......Page 203 13.7 Strategic sourcing......Page 204 13.10 Demand management......Page 206 13.12 Specifications......Page 207 13.13 Tendering process......Page 208 13.15 Invitation to tender process......Page 209 13.18 Value Engineering (VE)......Page 211 13.19 E-purchasing......Page 213 13.21 European procurement legislation......Page 214 14.2 Consideration......Page 216 14.7 Contracts which are not binding......Page 217 14.8 Contract types......Page 218 14.9 Contract methods......Page 219 14.10 Contents of a contract......Page 220 14.13 Term contract......Page 221 14.18 Contract relationships......Page 222 14.22 Standard contract forms......Page 223 14.24 Joint Contracts Tribunal (JCT) Forms of Contract......Page 224 14.27 BSRIA Soft Landings......Page 225 14.29 Private Finance Initiatives (PFI)......Page 226 14.30 Terms and conditions......Page 227 15 Legislation......Page 229 15.2 Strategic impact......Page 232 16.2 Safety policy......Page 235 16.4 Management of Health and Safety Regulations......Page 236 16.7 Hazards......Page 237 16.10 Definitions of hazard and risk......Page 238 16.12 Work activities......Page 239 16.13 Risk assessment......Page 240 16.15 The Workplace (Health, Safety and Welfare) Regulations 1992 amended 2002......Page 241 16.16 Control of Substances Hazardous to Health......Page 243 16.18 Provision and Use of Workplace Equipment Regulations 1998 (PUWER)......Page 244 16.21 Lifting Operations and Lifting Equipment Regulations 1998 (LOLER)......Page 245 16.23 Confined Spaces Regulations 1997......Page 246 16.25 Data Protection Act 1998......Page 247 16.29 Working Time Regulations 1998......Page 248 17.1 Introduction......Page 250 17.4 Building Regulations......Page 251 17.5 Designing space......Page 252 17.8 Fire separation......Page 253 17.9 Classification of materials, buildings and fixtures......Page 254 17.10 Building classifications......Page 255 17.12 Means of escape......Page 256 17.16 Control panels......Page 259 17.17 Zoning......Page 260 17.19 Sounders......Page 261 17.23 Fire extinguishers......Page 262 17.24 Hose reels......Page 263 17.28 Dry and wet risers......Page 264 17.29 Regulatory Reform (Fire Safety) Order 2005......Page 265 17.30 Risk assessment......Page 266 17.31 Assessment methods......Page 267 17.32 Training records......Page 268 17.34 The fire drill......Page 269 17.35 Refuges......Page 271 18.2 Single-phase supply......Page 272 18.5 Wiring......Page 273 18.8 Portable electrical equipment......Page 274 18.11 Earthing......Page 275 18.13 Circuit protection......Page 276 18.16 Power failures......Page 277 18.19 Generators......Page 278 19.3 The Disability Discrimination Act (DDA) (1995)......Page 281 19.6 Disability Discrimination Act 2005......Page 284 19.9 Personal Emergency Evacuation Plans (PEEP)......Page 285 19.10 Communication......Page 286 19.12 Claims......Page 287 20.2 Health and Safety (First-Aid) Regulations 1981......Page 289 20.3 Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995......Page 294 21 Asbestos......Page 296 21.1 Regulations......Page 297 21.3 Management options......Page 298 21.4 Asbestos survey types......Page 299 21.6 Asbestos priority assessment......Page 301 21.7 Asbestos management strategies......Page 302 21.8 Managing an asbestos incident......Page 303 21.9 Summary checklist......Page 304 22.2 Water systems......Page 305 22.5 Water industry......Page 306 22.7 Water pollution......Page 307 22.8 Drinking water......Page 308 22.9 Washing and cleaning......Page 309 22.15 Supply continuity......Page 310 22.16 Management review......Page 311 22.19 Grey water systems......Page 312 22.21 Water-saving tips......Page 314 22.23 Water safety......Page 315 22.24 L8 ACoP......Page 316 22.25 Code of Conduct......Page 317 22.26 Risk assessment......Page 318 22.27 Legionnaires' disease......Page 319 22.29 Maintenance routines and operating procedures......Page 320 22.30 Coliform bacteria......Page 321 22.33 Water quality testing......Page 322 23.1 Introduction......Page 324 23.2 Notifiable works......Page 325 23.4 CDM co-ordinator duties......Page 326 23.6 PC duties......Page 327 23.8 Corporate competency......Page 328 23.11 CDM co-ordinator......Page 329 23.13 Documents......Page 330 24.1 Introduction......Page 334 24.4 Standards......Page 335 24.6 Policy......Page 336 24.9 Corporate strategy......Page 337 24.11 Hazards, consequences and impacts......Page 338 24.14 Risk assessment......Page 340 24.15 Documents......Page 341 24.17 Two-team approach......Page 342 24.20 Telephony and data communications......Page 344 24.23 Audit......Page 345 25.1 Introduction......Page 346 25.3 Maintenance policy......Page 347 25.6 Maintenance activities......Page 349 25.7 Maintenance schedules......Page 350 25.8 Controlling maintenance work......Page 351 25.9 Building records......Page 352 25.10 Annual inspections......Page 353 25.12 Planning the survey......Page 354 25.13 Component life cycles......Page 355 25.15 Element and component life expectancies......Page 356 26.1 Introduction......Page 358 26.4 Direct heating systems......Page 359 26.5 Indirect heating systems......Page 360 26.6 Ventilation......Page 361 26.8 Natural ventilation......Page 362 26.12 Selection of an appropriate system......Page 363 26.13 Air conditioning systems......Page 364 26.17 Displacement ventilation systems......Page 366 26.22 Packaged air conditioning units......Page 367 26.26 Fire safety......Page 368 26.28 Lifts......Page 369 26.29 Lighting......Page 371 26.31 Light fittings......Page 372 26.34 BMS......Page 373 26.35 Intelligent buildings......Page 374 27.2 Ownership options......Page 376 27.4 Telephony services......Page 377 27.6 Basic telephony functions......Page 378 27.7 Typical telephone services......Page 379 27.9 Information to management and users......Page 380 27.10 Telephone policy......Page 381 27.13 Digital subscriber line (DSL)......Page 382 27.15 Wireless networks (WLANs)......Page 383 27.16 Cellular networks......Page 385 27.17 Personal area networks......Page 386 27.19 Security......Page 387 27.20 Virtual private networks (VPNs)......Page 388 27.22 Origins of digital communication......Page 389 27.23 Cabling standards......Page 390 27.25 Power and communication wiring......Page 391 27.27 Cabling distribution......Page 392 28.3 Landscaping standards......Page 394 28.5 Decay of trees......Page 395 28.7 Removal of trees and tree stumps......Page 397 28.10 Dangerous trees......Page 398 28.12 Tree preservation orders (TPOs)......Page 399 28.14 Internal planting......Page 400 28.16 Maintenance of hardstandings and external areas......Page 401 28.17 Vegetation and planted areas......Page 402 28.20 Grounds maintenance contract......Page 403 28.21 Site footpaths and roads......Page 404 28.23 Parking policy......Page 405 28.25 Car park design......Page 407 28.26 Bicycle parking......Page 411 28.27 Motorcycle parking......Page 413 28.28 Car parking standards......Page 414 28.29 Travel planning......Page 415 29.2 Fabric maintenance programmes......Page 418 29.3 Internal and external finishes......Page 419 29.4 External walls and building envelope......Page 422 29.5 Guttering and rain downpipes......Page 423 30.2 Energy consumption......Page 425 30.4 Energy management......Page 426 30.6 Electricity......Page 428 30.8 Renewable energy sources......Page 430 30.9 Gas......Page 432 30.10 Energy monitoring......Page 434 30.11 Metering......Page 435 30.12 Investment......Page 436 30.14 CRC Energy Efficiency Scheme......Page 437 30.17 Building Regulations......Page 439 30.18 Building Energy Performance Directive (EPBD)......Page 440 30.20 Display Energy Certificates (DEC)......Page 441 31.3 The welcome process......Page 442 31.4 Welcome formalities......Page 443 31.7 Customer service......Page 444 31.9 Visiting groups......Page 445 31.10 Meet and greet service......Page 446 31.13 Remote entry points......Page 447 31.16 Corporate duty of care......Page 448 31.17 Recording visitor information......Page 450 31.18 Display of company signage......Page 451 31.20 Fire precautions in the reception area......Page 452 31.21 CCTV surveillance......Page 453 31.23 Switchboard services......Page 454 31.24 Room booking services......Page 455 32.1 Cleaning services......Page 457 32.2 Cleaning methods......Page 458 32.3 Cleaning standards......Page 459 32.4 Cleaning specifications......Page 460 32.7 Staff......Page 462 32.9 Equipment......Page 464 32.10 Microfibre materials......Page 465 32.12 Detergents......Page 466 32.14 Types of detergent......Page 467 32.15 Sealants......Page 470 32.16 Solvents......Page 472 32.17 Example contract cleaning specification......Page 473 32.18 Summary action plan......Page 476 33.2 Security strategy......Page 477 33.4 Licensed security roles......Page 478 33.6 Contractor selection......Page 479 33.7 Service standards......Page 480 33.9 Assignment instructions......Page 481 33.10 Access control......Page 482 33.12 Control concepts......Page 483 33.14 Manned access control......Page 484 33.16 Entry to interior or restricted areas......Page 485 33.19 Asset tagging......Page 486 33.21 Door furniture......Page 487 33.22 Windows......Page 489 33.23 Electronic access control systems......Page 490 33.24 Components in electronic systems......Page 491 33.25 Advantages and disadvantages of electronic systems......Page 493 33.27 Special considerations......Page 494 33.28 Disability discrimination......Page 495 34.2 Customer care......Page 496 34.4 Communication......Page 497 34.6 Analysis tools......Page 498 34.10 Critical service features......Page 499 34.12 Service quality (SERVQUAL)......Page 500 34.13 Internal customer service......Page 501 34.14 The FM Helpdesk......Page 502 34.16 Service standards......Page 505 35.2 Waste management policy......Page 507 35.5 Duty of care......Page 508 35.6 Waste minimisation......Page 509 35.8 Operational buildings......Page 510 35.11 Recycling......Page 511 35.12 Waste product database......Page 512 35.13 Waste classification......Page 513 35.15 Waste management audits......Page 514 35.16 Targets......Page 515 35.17 Legislation......Page 516 36.1 Introduction......Page 517 36.2 Contracted-out catering services......Page 518 36.3 Contract types......Page 519 36.4 Catering strategy......Page 521 36.6 Catering specification......Page 522 36.7 Catering costs......Page 525 36.8 Catering services review......Page 526 36.9 Food hygiene......Page 529 36.10 Legislation......Page 530 37.2 Quality management (QM)......Page 531 37.3 Continuous improvement......Page 532 37.5 Total quality management......Page 533 37.7 Six Sigma......Page 535 37.8 Quality standards and accreditation schemes......Page 536 37.9 Standards......Page 537 37.10 Benchmarking......Page 540 37.11 FM benchmarking......Page 542 38.2 Document management......Page 546 38.3 Mail......Page 547 38.5 Photocopiers......Page 551 38.6 Printers......Page 555 38.8 Facsimile (fax) machines......Page 556 38.9 Electronic document management system (EDMS)......Page 557 38.10 Audio visual equipment......Page 558 38.11 Archives......Page 559 B......Page 561 C......Page 562 E......Page 563 H......Page 564 M......Page 565 P......Page 566 S......Page 567 W......Page 568 Z......Page 569 Front Matter History of Facilities Management Key Drivers of FM Key Activities in FM Delivering FM 6 FM Strategy Outsourcing Financial Management Property and Estates Management Property Legislation and Leases Developing New Buildings Project Management Space Management Accommodation Management Procurement Contracts and Contract Management Legislation Legislation Affecting FM Activities Fire Safety and Legislation Electrical Supplies and Electrical Safety Accessibility First Aid at Work Asbestos Water Supplies and Water Safety Construction Design and Management Regulations Business Continuity Maintenance 6 Definitions and Strategies Mechanical and Electrical Systems and their Maintenance Telecommunications and Networks Grounds and External Areas Fabric Maintenance Energy Management Front of House Housekeeping and Cleaning Services Security Management Customer Relations Waste Management Catering and Hospitality Services Quality Management Document Management Services Index.