Introduction to Facilities Management

Name: Introduction to Facilities Management
Price: 68 USD
Availability: InStock
ISBN: 9781394316045

Foundational Skills for Effective Workplace Operations

by David Morris, Sue Morris

1st Edition

Publisher: Wiley-Blackwell

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Book Details

Print ISBN	9781394316045
eText ISBN	9781394316052
Publisher	Wiley-Blackwell
Publishing Year	2025
Edition	1st Edition
Language	English
Pages	160

The 1st Edition of Introduction to Facilities Management: Foundational Skills for Effective Workplace Operations presents essential operational principles for individuals new to the facilities management industry. Written by David Morris and Sue Morris, this textbook prepares junior-level facilities management professionals, vocational training learners, and students pursuing industry qualifications for practical operational responsibilities.

The material synthesizes core operational topics into distinct thematic areas, addressing workplace safety, resource management, and service coordination. It connects property management concepts with organizational efficiency, illustrating how facility operations align across corporate environments.

This textbook aligns directly with professional qualification standards, supporting candidates completing the IWFM Level 3 Mandatory Units. Co-author David Morris works as Managing Director at The Xenon Group across consultancy and training operations. Sue Morris adds perspective as Training Director at the organization, tutoring candidates in IWFM modules across Levels 3, 4, 5, and 6.

Chapter 1: What Is Facilities Management?
- • Defining Facilities Management
- • How FM Supports an Organisation
- • Meeting End-user Requirements
- • Reducing Costs
- • Maintaining Business Continuity
- • Ensuring Legal and Regulatory Compliance
- • Supporting Corporate Social Responsibility (CSR)
Chapter 2: Facilities Management Support Services
- • Premises Support
- • Business Support
- • Staff Support
Chapter 3: Maintenance Strategies
- • Maintenance
- • Reactive or Unplanned Maintenance
- • Preventative Maintenance
- • The Cost-effectiveness of Different Maintenance Strategies
Chapter 4: Service Delivery Models
- • In-house Service Delivery
- • Outsourced Service Delivery
- • The Pros and Cons of Different Service Delivery Models
- • Advantages and Disadvantages of an In-House Delivery Method
- • Outsourcing
- • Advantages of Outsourcing
- • Disadvantages of Outsourcing
- • Pros and Cons of Specific Outsourcing Options
Chapter 5: Management Functions Within Facilities Management
- • People Management
- • Health and Safety Management
- • Budget Management
- • Project Management
- • Contract Management
- • Customer Relationship Management
- • The Different Roles Within Facilities Management
Chapter 6: Clients, Customers, Users and Other Stakeholders
- • Clients, Customers and Users
- • Other Stakeholders
Chapter 7: The Interests of the Various Stakeholder Groups
- • Cost and Financial Performance
- • Legal and Statutory Compliance
- • Performance Against the Contract and Service Specification
- • Risk Management and Business Continuity
- • Determining Stakeholder Interests and Requirements
- • Linking Interests to Stakeholders
- • The Information Required by Different Groups
Chapter 8: Assessing Customer Needs and Customer Satisfaction
Chapter 9: Management Data for Monitoring Customer Satisfaction
- • Analysis of Data
- • Drawing Conclusions from the Data
- • Other Data We Can Use
Chapter 10: The Causes of Customer Dissatisfaction
- • Resource Issues
- • Process Issues
- • Equipment Issues
- • Cost Effectiveness Issues
Chapter 11: Resolving Customer Satisfaction Issues
- • Resource Issues
- • Process Issues
- • Equipment Issues
- • Cost Effectiveness Issues
Chapter 12: Customer Perceptions and Communication
- • Customer Perceptions
Chapter 13: What Are Specifications of Service?
- • Types of Specifications
Chapter 14: Identifying Requirements and Drafting Specifications
- • Identifying Requirements
- • Drafting Specifications
- • The Content of a Specification
- • Standard Specifications
- • Contract Specifications
- • A Step-by-step Guide to Writing a Specification
- • The Structure of the Specification
Chapter 15: Quotations, Tendering and Framework Agreements
- • Quotations
- • Tendering
- • Tendering Within the Public Sector – Find a Tender Service
- • e-Procurement
- • Framework Agreements
Chapter 16: Ensuring the Integrity of Procurement Processes
- • Quotations
- • Tenders and Framework Agreements
Chapter 17: Contracts and Contractual Arrangements
- • The Elements of a Contract
- • What Is a Contract?
- • The Contract Essentials
- • Basics of a Contract
- • Failings That Could Invalidate a Contract
Chapter 18: Different Types of Contract
- • NEC4 FM Suite of Contracts
Chapter 19: Managing Contracts
- • Service Level Agreements, Information Flows and Reporting Processes
- • Service Level Agreements
- • Monitoring SLAs
- • Performance Monitoring
Chapter 20: Managing Poor Goods and Service Delivery
- • Failure in Service Delivery
- • Implementing Sanctions
- • The Use of Penalties (and Rewards)
- • Not Placing Additional Work
- • Withdrawal of Permits to Work (PTW)
- • Conclusion