Introduction to facility management:
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Groningen
Noordhoff
[2020]
|
| Ausgabe: | First international edition |
| Schriftenreihe: | Routledge-Noordhoff international editions
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 395 Seiten Illustrationen, Diagramme |
| ISBN: | 9780367723866 9789001752552 |
Internformat
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Datensatz im Suchindex
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|---|---|
| adam_text | Index 1 What is Facility Management? 11 1.1 1.2 1.2.1 1.2.2 1.2.3 1.3 1.4 1.5 1.6 Introduction 13 Facility Management in the organisation 15 Facility Management in the organisational structure 15 The customer 22 Stages of development of the FM-organisation 23 The roles and responsibilities of the facility professional 26 The development of the FM-domain 31 The positioning of Facility Management 36 Structure of this book 40 Young Professionals in Facility Management 48 Summary 49 Questions and Assignments 51 2 Social dynamics that shape work and work environment 53 2.1 2.2 2.2.1 2.2.2 2.3 2.4 2.4.1 2.4.2 2.4.3 2.4.4 2.4.5 2.5 2.5.1 2.5.2 2.5.3 2.6 2.6.1 2.6.2 2.7 2.7.1 2.7.2 2.7.3 2.7.4 2.8 2.9 Introduction 55 The importance of scenarios 56 Predicting the future 5 7 Socio-dynamics 57 Demographic factors 60 Economic factors 63 The knowledge economy 64 The sharing economy 64 The networked economy 65 Mobility and accessibility 66 The circular economy 68 Social developments 70 The 24/7 economy 71 Growing pluralism 72 Experience economy 74 Technological developments 75 Technology, management and maintenance 75 Technology and services 79 Ecological factors 81 The Triple P 82 People 83 Planet 84 Prosperity 87 Political-legal factors 87 From trends and developments to scenarios 88 Young Professionals in Facility Management 92 Summary 93 Questions and Assignments 95
3 Experiencing the work environment 97 3.1 Introduction 99 3.2 Hard services 103 3.2.1 Real estate management versus facility management 104 3.2.2 Site selection 105 3.2.3 Building types 105 3.2.4 Office buildings 106 3.2.5 Space management and relocation management 110 3.2.6 Building management 118 3.3 Soft services 121 3.3.1 Service, process, activity and experience 121 3.3.2 Describing and depicting processes 123 3.3.3 Reception services 127 3.3.4 Facilities service desk 128 3.3.5 Safety security 129 3.3.6 Foodservices 131 3.3.7 Waste management 133 3.3.8 Document management and information management 134 3.3.9 Cleaning services 135 3.3.10 Workwearand linen services 138 3.3.11 ICT 138 3.4 Attitude and behaviour 139 3.4.1 Hospitality 140 3.4.2 Types of customers and customer experience 141 3.4.3 Service design thinking 142 3.4.4 Types of employees 146 3.4.5 Hostmanship 147 Young Professionals in Facility Management 150 Summary 151 Questions and Assignments 153 4 4.1 4.2 4.2.1 4.2.2 4.3 4.4 4.5 4.5.1 4.5.2 4.5.3 4.5.4 4.6 4.6.1 4.6.2 4.6.3 4.6.4 4.7 4.7.1 4.7.2 4.8 The functioning of the facilities organisation 157 Introduction 159 Matching demand and supply 160 The stratified customer 160 Roles and activities of the client, facility management organisation and provider 162 Positioning, identity and image 167 Facility policy 170 Facility marketing and expectation management 174 The FM marketing mix 175 Customer satisfaction 176 Managing expectations 178 The SERVQUAL-model 180 Procurement 184 Outsourcing 185 The procurement process 189 Supplier management 192 Public
procurement 193 Quality management 198 Types of quality 198 Standardisation 199 Environmental management 200
4.8.1 4.8.2 4.8.3 4.9 4.9.1 4.9.2 4.9.3 4.10 4.10.1 4.10.2 Environmental management systems 201 Corporate social responsibility 203 Sustainable behaviour 206 Risk management 209 Types and definition of risks 209 Probability and effect 210 Business continuity management 212 Information management 213 From data to information 213 Computer Aided Facility Management software (CAFM) 215 Young Professionals in Facility Management 218 Summary 219 Questions and Assignments 221 5 Quantifying Facility Management 225 5.1 Introduction 227 5.2 Monitoring requires information 228 5.3 A facility manager’s dashboard 230 5.3.1 Customer satisfaction 231 5.3.2 Service level 235 5.3.3 Costs 238 5.3.4 Quantifying indirect results 24Ö 5.4 Performance management 247 5.4.1 Business model 248 5.4.2 Plan, check, act 249 5.4.3 Balanced scorecard, KPI and CSF 250 5.4.4 Methods for embedding performance improvements 252 5.5 Financial management 258 5.5.1 Relation with process management 259 5.5.2 The facilities budget 259 5.5.3 Planning and control 263 5.5.4 Benchmarking 264 Young Professionals in Facility Management 270 Summary 271 Questions and Assignments 273 6 6.1 6.2 6.3 6.4 6.4.1 6.4.2 6.4.3 6.4.4 6.5 6.5.1 6.5.2 6.5.3 6.5.4 6.6 6.6.1 The future of the Facility Management profession 277 Introduction 279 The selection of the driving forces 279 The four scenarios 281 Collaborative organisations (comparable to a sports complex) 283 What do we currently see in practice? 284 What is the role of facility professionals in collaborative organisations? 286 What should one be capable of in the role of area
manager or district manager? 287 What are crucial future issues for area management? 288 Open communities (comparable to fitness centres) 290 What do we currently see in practice? 291 What is the role of facility professionals in open communities? 293 What should one be capable of in the role of community builder? 293 What are crucial future issues for open communities? 295 Private communities (similar to a golf club) 296 What do we currently see in practice? 297
6.6.2 6.6.3 6.6.4 6.7 6.7.1 6.7.2 6.7.3 6.7.4 6.8 6.8.1 6.8.2 6.8.3 6.8.4 6.8.5 6.8.6 6.8.7 6.9 What is the role of facility professionals in private communities? 298 What should one be capable of in the role of community manager? 299 What are crucial future issues for private communities? 302 The confined organisation (comparable to a football club) 304 What do we currently see in practice? 304 What is the role of facility professionals in confined organisations? 305 What should one be capable of in the role of workspace manager? 307 What are crucial future issues for of confined organisations? 308 General future expectations that will affect the FM-profession 309 Developments in the field of policy making 310 Developments in the field of branding and FM-marketing 310 Developments in procurement management 311 Developments in quality management 312 Developments in the field of environmental management 313 Developments in risk management 314 Developments in the field of information management 315 At a glance 317 Young Professionals in Facility Management 321 Summary 322 Questions and Assignments 324 7 Research in FacilityManagement 327 7.1 7.2 7.2.1 7.2.2 7.3 7.4 7.5 Introduction 329 Why do institutes of higher professional education conduct research? 3 Research as second core task for universities of applied sciences 331 Research groups 331 Research in facility management 332 Facility research by universities of applied sciences 336 Research under the influence of trends and developments 341 Young Professionals in Facility Management 342 Summary 343 Questions and
Assignments 344 Glossary 345 Bibliography 377 Appendices 381 1 Facility Management associations 381 2 Flowchart symbols 383 Index 386 About the authors 393 Acknowledgements 394
|
| adam_txt |
Index 1 What is Facility Management? 11 1.1 1.2 1.2.1 1.2.2 1.2.3 1.3 1.4 1.5 1.6 Introduction 13 Facility Management in the organisation 15 Facility Management in the organisational structure 15 The customer 22 Stages of development of the FM-organisation 23 The roles and responsibilities of the facility professional 26 The development of the FM-domain 31 The positioning of Facility Management 36 Structure of this book 40 Young Professionals in Facility Management 48 Summary 49 Questions and Assignments 51 2 Social dynamics that shape work and work environment 53 2.1 2.2 2.2.1 2.2.2 2.3 2.4 2.4.1 2.4.2 2.4.3 2.4.4 2.4.5 2.5 2.5.1 2.5.2 2.5.3 2.6 2.6.1 2.6.2 2.7 2.7.1 2.7.2 2.7.3 2.7.4 2.8 2.9 Introduction 55 The importance of scenarios 56 Predicting the future 5 7 Socio-dynamics 57 Demographic factors 60 Economic factors 63 The knowledge economy 64 The sharing economy 64 The networked economy 65 Mobility and accessibility 66 The circular economy 68 Social developments 70 The 24/7 economy 71 Growing pluralism 72 Experience economy 74 Technological developments 75 Technology, management and maintenance 75 Technology and services 79 Ecological factors 81 The Triple P 82 People 83 Planet 84 Prosperity 87 Political-legal factors 87 From trends and developments to scenarios 88 Young Professionals in Facility Management 92 Summary 93 Questions and Assignments 95
3 Experiencing the work environment 97 3.1 Introduction 99 3.2 Hard services 103 3.2.1 Real estate management versus facility management 104 3.2.2 Site selection 105 3.2.3 Building types 105 3.2.4 Office buildings 106 3.2.5 Space management and relocation management 110 3.2.6 Building management 118 3.3 Soft services 121 3.3.1 Service, process, activity and experience 121 3.3.2 Describing and depicting processes 123 3.3.3 Reception services 127 3.3.4 Facilities service desk 128 3.3.5 Safety security 129 3.3.6 Foodservices 131 3.3.7 Waste management 133 3.3.8 Document management and information management 134 3.3.9 Cleaning services 135 3.3.10 Workwearand linen services 138 3.3.11 ICT 138 3.4 Attitude and behaviour 139 3.4.1 Hospitality 140 3.4.2 Types of customers and customer experience 141 3.4.3 Service design thinking 142 3.4.4 Types of employees 146 3.4.5 Hostmanship 147 Young Professionals in Facility Management 150 Summary 151 Questions and Assignments 153 4 4.1 4.2 4.2.1 4.2.2 4.3 4.4 4.5 4.5.1 4.5.2 4.5.3 4.5.4 4.6 4.6.1 4.6.2 4.6.3 4.6.4 4.7 4.7.1 4.7.2 4.8 The functioning of the facilities organisation 157 Introduction 159 Matching demand and supply 160 The stratified customer 160 Roles and activities of the client, facility management organisation and provider 162 Positioning, identity and image 167 Facility policy 170 Facility marketing and expectation management 174 The FM marketing mix 175 Customer satisfaction 176 Managing expectations 178 The SERVQUAL-model 180 Procurement 184 Outsourcing 185 The procurement process 189 Supplier management 192 Public
procurement 193 Quality management 198 Types of quality 198 Standardisation 199 Environmental management 200
4.8.1 4.8.2 4.8.3 4.9 4.9.1 4.9.2 4.9.3 4.10 4.10.1 4.10.2 Environmental management systems 201 Corporate social responsibility 203 Sustainable behaviour 206 Risk management 209 Types and definition of risks 209 Probability and effect 210 Business continuity management 212 Information management 213 From data to information 213 Computer Aided Facility Management software (CAFM) 215 Young Professionals in Facility Management 218 Summary 219 Questions and Assignments 221 5 Quantifying Facility Management 225 5.1 Introduction 227 5.2 Monitoring requires information 228 5.3 A facility manager’s dashboard 230 5.3.1 Customer satisfaction 231 5.3.2 Service level 235 5.3.3 Costs 238 5.3.4 Quantifying indirect results 24Ö 5.4 Performance management 247 5.4.1 Business model 248 5.4.2 Plan, check, act 249 5.4.3 Balanced scorecard, KPI and CSF 250 5.4.4 Methods for embedding performance improvements 252 5.5 Financial management 258 5.5.1 Relation with process management 259 5.5.2 The facilities budget 259 5.5.3 Planning and control 263 5.5.4 Benchmarking 264 Young Professionals in Facility Management 270 Summary 271 Questions and Assignments 273 6 6.1 6.2 6.3 6.4 6.4.1 6.4.2 6.4.3 6.4.4 6.5 6.5.1 6.5.2 6.5.3 6.5.4 6.6 6.6.1 The future of the Facility Management profession 277 Introduction 279 The selection of the driving forces 279 The four scenarios 281 Collaborative organisations (comparable to a sports complex) 283 What do we currently see in practice? 284 What is the role of facility professionals in collaborative organisations? 286 What should one be capable of in the role of area
manager or district manager? 287 What are crucial future issues for area management? 288 Open communities (comparable to fitness centres) 290 What do we currently see in practice? 291 What is the role of facility professionals in open communities? 293 What should one be capable of in the role of community builder? 293 What are crucial future issues for open communities? 295 Private communities (similar to a golf club) 296 What do we currently see in practice? 297
6.6.2 6.6.3 6.6.4 6.7 6.7.1 6.7.2 6.7.3 6.7.4 6.8 6.8.1 6.8.2 6.8.3 6.8.4 6.8.5 6.8.6 6.8.7 6.9 What is the role of facility professionals in private communities? 298 What should one be capable of in the role of community manager? 299 What are crucial future issues for private communities? 302 The confined organisation (comparable to a football club) 304 What do we currently see in practice? 304 What is the role of facility professionals in confined organisations? 305 What should one be capable of in the role of workspace manager? 307 What are crucial future issues for of confined organisations? 308 General future expectations that will affect the FM-profession 309 Developments in the field of policy making 310 Developments in the field of branding and FM-marketing 310 Developments in procurement management 311 Developments in quality management 312 Developments in the field of environmental management 313 Developments in risk management 314 Developments in the field of information management 315 At a glance 317 Young Professionals in Facility Management 321 Summary 322 Questions and Assignments 324 7 Research in FacilityManagement 327 7.1 7.2 7.2.1 7.2.2 7.3 7.4 7.5 Introduction 329 Why do institutes of higher professional education conduct research? 3 Research as second core task for universities of applied sciences 331 Research groups 331 Research in facility management 332 Facility research by universities of applied sciences 336 Research under the influence of trends and developments 341 Young Professionals in Facility Management 342 Summary 343 Questions and
Assignments 344 Glossary 345 Bibliography 377 Appendices 381 1 Facility Management associations 381 2 Flowchart symbols 383 Index 386 About the authors 393 Acknowledgements 394 |
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| spelling | Van Sprang, Hester Verfasser (DE-588)1227907591 aut Introduction to facility management Hester van Sprang, Bernard Drion First international edition Groningen Noordhoff [2020] 395 Seiten Illustrationen, Diagramme txt rdacontent n rdamedia nc rdacarrier Routledge-Noordhoff international editions Facility-Management (DE-588)4372194-1 gnd rswk-swf (DE-588)4123623-3 Lehrbuch gnd-content Facility-Management (DE-588)4372194-1 s b DE-604 Drion, Bernard Verfasser (DE-588)1227907729 aut Erscheint auch als Online-Ausgabe 978-1-003-15459-4 Digitalisierung UB Regensburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=032511743&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
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