Title: European Standards in Facilities Management: Benchmarking Foundation Author: Stan Mitchell If we believe that facilities management is a professional discipline that sits alongside the more traditional and recognisable built environment professions then we need to demonstrate our capability as well as our value to the organisations that we serve. If we accept that premise then ‘standards’ are what it’s all about, in the broadest sense of course! If we accept that ‘standards’ are an essential part of our professional tool kit then benchmarking is what will provide us with the ammunition, focus and credibility to measure and demonstrate the value that we offer organisations large and small in every sector. If you don’t agree with the above then best to contact me and we can have the dialog! Standards in Facilities Management To better understand the context to which my presentation is based we have to realise that standards in Facilities Management actually started back in the 1980’s by those who were involved in the formation of what today are called International Facility Management Association (IFMA) and British Institute of Facilities Management (BIFM). The act of establishing such bodies was in effect attempting to establish professional standards. It was, and is, all about recognition and trying to ensure that whatever we do within our discipline can be recognised; achieves certain standards; and ultimately delivers real value to the organisations which we serve. The development of standards in all aspects is part of the core intent of any professional body. If we then extrapolate that to our role as facilities management professionals what we need are standards to which we can strive to perform; standards which will acknowledge our competencies and experience; standards that will enable us to demonstrate and measure performance. All vital tools should we wish to be recognised for the job that we do and the value that we bring to the disparate and varied stakeholder groups that we serve. The background Through an initiative that started in 2003 a group of like minded facilities management professionals from across Europe decided that the time was right to collaborate and start to utilise the Europe wide organisations that exist to create some momentum as well as recognition to the professionalism of facilities management. Within the UK the ‘National Standards Body’ is the British Standards Institute (BSI). From BSI the BIFM led the establishment of a Facilities Management Committee which in turn was able to assist in the establishment of a Technical Committee within the CEN Organisation (European Committee for Standardisation). CEN effectively is a European level organisation to which 31 Counties across Europe belong and effectively sits between the International Standards Body and any National Standards Body. Standards that exist within CEN can be elevated to ISO standards through due process. The BSI Facilities Management Committee has been at the forefront of the work that goes on behind the scenes through providing the ‘experts’ to contribute to the development of such standards as well as Convenors in three instances to lead the development of the BS EN 15221-2 standard ‘Guidance on Facilities Management Agreements’; BS EN 15221 - Guidance on the development and improvement of processes; and BS EN 15221-7 ‘Benchmarking’. To put this work in context I will endeavour to explain the nature of the standards world and then perhaps put that into context regarding why this work remains important. What is a standard? In terms of the ‘standards world’ i.e. those organisations whose role it is to establish national and international recognised standards, it is a technical document designed to be used as a rule, guideline or definition. It is a consensus-built, repeatable way of doing something. Standards are created by bringing together a diverse range of interested parties in order to ensure a robust process is followed and that all those who have an interest and contribution to make have the ifma wwp atlanta 2010 - european standards in facilities management 3310.docx.docx Key Facilities Management International Ltd Page 1 of 6 IFMA World Workplace, Atlanta 2010 opportunity to do so. All parties benefit from standardisation through a common benchmark against which services and products can be compared. A European Standard (EN) automatically becomes a national standard in the 31 member countries. FACILITIES MANAGEMENT European Standards In 2006 the first two standards in Facilities Management ‘BS EN 15221-1 Terms and Definitions’ and ‘BS EN 15221-2 Guidance on How to prepare Facilities Management Agreements’ were published following a period of some three years of hard work to establish the European Technical Committee. © Copyright BS EN 15221 -1: 2006. All rights reserved. Currently the second phase of the development of European standards is coming to a conclusion, in the development of them at least, and will be completed this year with formal publication occurring in 2011. There are currently four standards under development which are seen as a prerequisite to the development of a benchmark standard. They have yet to be accepted but are outlined below: 15221-3 Quality in Facilities Management 1 Scope 2 Normative references 3 Terms and definitions, abbreviations 4 Basics of quality management 5 Process of quality management Annex A (informative) GAP-Model Annex B (informative) Additional information and recommendation for measurement metrics ifma wwp atlanta 2010 - european standards in facilities management 3310.docx.docx Key Facilities Management International Ltd Page 2 of 6 IFMA World Workplace, Atlanta 2010 15221-4 Taxonomy of Facilities Management 1 Scope 2 Normative References 3 Terms and Definitions 4 Derivation of facility products and relationship model 5 Description of the standardised facility products 6 Facility management related cost and income definitions Annex A (informative) Graphic representation of the facility product map Annex B (informative) additional comments to specific facility products The hierarchy of ‘facilities products’ is shown in the slides below: Facility Management – Integration of processes on strategic level (Total support costs) Space & Infrastructure – Integration of processes on tactical level 1000 (Real estate support management) accommodation & workplace – building efficiency (p& o = effectiveness) External workplaces Primary process related utilities Art Furniture Primary activities specific 1900 Plants and flowers Space management Occupier fitout and adaptations Special cleaning (ordered) Pest control Routine cleaning (periodic <1 year) Parking facilities Additional space on site Land, site, lot Waste Water Energy Equipment maintenance Equipment operation Structure maintenance Structure operation Utilities Maintenance and operation Portfolio development Real estate optimisation Help desk incl. janitor Property administration Workplace 1400 Cleaning 1300 Outdoors 1200 CAFM Enhancement of initial performance Cost of capital Technical build. equipment Asset replacement and refurbishm. External structure Internal structure Building initial performance Owner / occupier Space (accommodation) 1100 Administration/Maintenance/Operation = running costs © Copyright BS EN 15221 - 4: 2010. All rights reserved. ifma wwp atlanta 2010 - european standards in facilities management 3310.docx.docx Key Facilities Management International Ltd Page 3 of 6 IFMA World Workplace, Atlanta 2010 Business Support (Management support) 2500 ifma wwp atlanta 2010 - european standards in facilities management 3310.docx.docx Key Facilities Management International Ltd 9200 9300 9400 Quality Risk Identity Risk policy Innovation Organisation specific 2900 Standards and guidelines 9100 People & Organisation – Integration of processes on tactical level (part 2) 2000 Sustainability Facility Management – Strategic Integration (Total support costs) Life cycle planning/engineering Transport services Travel services Fleet management Library and archives Post room, internal distrib. Reprographics For further subdivision of ICT products please refer to description in chapter 5. Branch specific e.g. Health care (H) Laundry Mobility Moves - people & furniture Documents management Office supplies, stationary Training (ICT) Connectivity and telecommunicat. Central and distriubuted services IT end user services Service desk Workwear and other textiles Meeting rooms and events Catering and vending ICT (Information and communication technology) 2300 Business application providing Secretarial services, translations Procurement Marketing and communication Legal counsel and contracts Environmental protection Securing property (physical and intellectual) Reception and contact center Security Safety & Health Securing people People occuopation. health Workplace safety Hospitality 2200 Contracts Insurance Patents and copyrights Legal advice Business support HRM Business support Finance HSSE (Health. Safety, Security & Environment) 2100 Training & development Recruiting Salaries and pensions Controlling, reporting Assets, property Accounting, budgeting Logistics 2400 see part 2.2 Facility Management – Strategic Integration (Total support costs) People & Organisation – Integration of processes on tactical level 2000 © Copyright BS EN 15221 - 4: 2010. All rights reserved. Central (Horizontal) Functions 9000 © Copyright BS EN 15221 - 4: 2010. All rights reserved. Page 4 of 6 IFMA World Workplace, Atlanta 2010 15221-5 Facilities Management Processes 1 Scope 2 Normative references 3 Terms and definitions 4 Principles of Facility Management processes 5 Developing Facility Management Processes 6 Assessing Facility Management processes Annex A Examples of Generic Processes Annex B (informative) Checklist 15221-6 Facilities Management Space Measurement 1 Scope 2 Normative references 3 Terms and definitions 4 Methods and units of measurement 5 Framework of area and space measurement 6 External areas Annex A (informative) Area Matrix Annex B (informative) Further illustrations Annex C (informative) Examples for subcategories to Technical Areas, Circulation Areas, Amenity Areas and Primary Areas Total Level Area (TLA) Gross Floor Area (GFA) Partition Wall Area (PWA) Net Floor Area (NFA) Internal Construction Area (ICA) External Construction Area (ECA) Non Useable Area (NUA) Intra Muros Area (IMA) Net Room Area (NRA) Technical Services Area (TSA) Circulation Area (CA) Useable Area (UA) © Copyright BS EN 15221 - 6: 2010. All rights reserved. ifma wwp atlanta 2010 - european standards in facilities management 3310.docx.docx Key Facilities Management International Ltd Page 5 of 6 IFMA World Workplace, Atlanta 2010 15221-7 A new European Benchmark Standard in Facilities Management This new standard that will build upon the standards listed above is currently in progress. This standard aims to bring at last a standard approach to the identification and collection of data in a manner that will be meaningful across our profession. The classification of benchmarking forms is shown below from the standard. Content Measure Comparator Domain Frequency - Strategy - Quantitative -…… - Qualitative -…… - Internal - Local - One-off - Competitor - National - Periodic - Cross-sector - International - Continuous - Process - Performance © Copyright BS EN 15221 - 7: 2010. All rights reserved. This standard will focus upon six key comparators all of which will be of value to what we are trying to do. They are: 1. Financial 2. Spatial 3. Environmental 4. Quality 5. Satisfaction 6. Productivity The longer term goal from an effective benchmarking standard being to bring the global consensus together and create a standard that we can use anywhere in the world and as a result ensure that our long term credibility as a professional discipline and value offering to the communities that we serve can be sustainable. There will of course be much to be done particularly as the concept of true facilities management begins to emerge worldwide. Stan Mitchell stan.mitchell@key.fm CEO Key Facilities Management International Chairman BSI Facilities Management Committee Convenor WG2 CEN TC 348 October 2010 ifma wwp atlanta 2010 - european standards in facilities management 3310.docx.docx Key Facilities Management International Ltd Page 6 of 6 IFMA World Workplace, Atlanta 2010