prEN 15221-3
(Main)Facility Management - Part 3: Guidance on quality in Facility Management
Facility Management - Part 3: Guidance on quality in Facility Management
This European Standard provides a guideline how to measure, achieve and improve quality in FM. It gives complementary guidelines to EN ISO 9000, EN ISO 9001 and EN 15221-2 within the framework of EN 15221 1. The standard provides a link into management methods and management theories.
This European Standard is applicable to:
- FM in public and private organizations;
- client organization and service provider relationships;
- full range of facility products or facility services;
- both types of service providers in FM (internal and external);
- all types of working environments (e.g. industrial, commercial, administration, military, healthcare etc.).
This European Standard is applicable to business services (not consumer oriented).
This European Standard does not:
- replace the quality management systems of the client organization;
- provide standard forms:
- for performance and quality management systems (delivering a quality management system);
- for defining requirements;
- for a measurement tool;
- for service level;
- apply to the certification of the quality system of Facility Management (covered by EN ISO 9001).
Facility Management - Teil 3: Leitfaden für Qualität im Facility Management
Dieses Dokument stellt einen Leitfaden zur Messung, Erreichung und Verbesserung der Qualität im Facility Management bereit. Es enthält ergänzende Leitlinien zu EN ISO 9000, EN ISO 9001 und EN ISO 41012 im Rahmen von EN ISO 41011 und ISO/TR 41013. Die Norm bietet eine Verknüpfung zu Managementverfahren und Managementtheorien.
Diese Europäische Norm ist anwendbar auf:
— Facility Management in öffentlichen und privaten Organisationen;
— Beziehungen zwischen Auftraggeber-Organisation und Dienstleister;
— den vollen Umfang von Facility-Produkten bzw. Facility Services;
— beide Arten von Dienstleistern im Facility Management (intern und extern);
— alle Arten von Arbeitsumgebungen (z. B. Industrie, Handel, Verwaltung, Militär, Gesundheitswesen usw.).
Dieses Dokument ist anwendbar auf Geschäftsdienstleistungen (nicht verbraucherorientiert).
Folgendes leistet dieses Dokument nicht:
— sie ersetzt nicht die Qualitätsmanagementsysteme der Auftraggeber-Organisation;
— sie bietet keine Standardvorlagen für
— Leistungs- und Qualitätsmanagementsysteme (Bereitstellung eines Qualitätsmanagementsystems);
— die Definition von Anforderungen;
— ein Messwerkzeug;
— Service Level;
— sie gilt nicht für die Zertifizierung des Qualitätssystems des Facility Managements (behandelt in EN ISO 9001).
Facility management - Partie 3 : Guide relatif à la qualité en facility management
Le présent document fournit des lignes directrices sur la manière de mesurer, d’obtenir et d’améliorer la qualité en FM. Il donne également des lignes directrices complémentaires à l’EN ISO 9000, l’EN ISO 9001 et l’EN ISO 41012 dans le cadre de l’EN ISO 41011 et de l’ISO/TR 41013. La norme assure un lien entre les méthodes de management et les théories de management.
La présente Norme européenne est applicable :
au FM dans les organismes publics et privés ;
aux relations entre l’organisme du donneur d’ordres et le fournisseur de services ;
à la gamme complète des produits ou services de gestion des installations ;
aux deux types de fournisseurs de services en FM (internes et externes) ;
à tous les types d’environnement de travail (par exemple, industriel, commercial, gouvernemental, militaire, lié aux soins de santé, etc.).
Le présent document est applicable aux services pour les entreprises (non orientés vers le consommateur).
Le présent document :
ne remplace pas les systèmes de management de la qualité de l’organisme du donneur d’ordres ;
ne fournit pas de formulaires normalisés :
pour les systèmes de management de la qualité et des performances (fourniture d’un système de management de la qualité) ;
pour la définition des exigences ;
pour un outil de mesure ;
pour le niveau de service ;
ne s’applique pas à la certification du système qualité de facility management (couvert par l’EN ISO 9001).
Upravljanje objektov in storitev - 3. del: Navodilo za zagotavljanje kakovosti pri upravljanju objektov in storitev
General Information
Relations
Standards Content (Sample)
SLOVENSKI STANDARD
01-januar-2019
Upravljanje objektov in storitev - 3. del: Navodilo za zagotavljanje kakovosti pri
upravljanju objektov in storitev
Facility Management - Part 3: Guidance on quality in Facility Management
Facility Management - Teil 3: Leitfaden für Qualität im Facility Management
Facility management - Partie 3 : Guide relatif à la qualité en facility management
Ta slovenski standard je istoveten z: prEN 15221-3
ICS:
03.080.10 Vzdrževalne storitve. Maintenance services.
Upravljanje objektov Facilities management
91.040.01 Stavbe na splošno Buildings in general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
DRAFT
EUROPEAN STANDARD
NORME EUROPÉENNE
EUROPÄISCHE NORM
November 2018
ICS 03.080.10 Will supersede EN 15221-3:2011
English Version
Facility Management - Part 3: Guidance on quality in
Facility Management
Facility management - Partie 3 : Guide relatif à la Facility Management - Teil 3: Leitfaden für Qualität im
qualité en facility management Facility Management
This draft European Standard is submitted to CEN members for enquiry. It has been drawn up by the Technical Committee
CEN/TC 348.
If this draft becomes a European Standard, CEN members are bound to comply with the CEN/CENELEC Internal Regulations
which stipulate the conditions for giving this European Standard the status of a national standard without any alteration.
This draft European Standard was established by CEN in three official versions (English, French, German). A version in any other
language made by translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC
Management Centre has the same status as the official versions.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,
Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and United Kingdom.
Recipients of this draft are invited to submit, with their comments, notification of any relevant patent rights of which they are
aware and to provide supporting documentation.
Warning : This document is not a European Standard. It is distributed for review and comments. It is subject to change without
notice and shall not be referred to as a European Standard.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2018 CEN All rights of exploitation in any form and by any means reserved Ref. No. prEN 15221-3:2018 E
worldwide for CEN national Members.
Contents Page
European foreword . 4
Introduction . 5
1 Scope . 8
2 Normative references . 8
3 Terms, definitions and abbreviations . 9
3.1 Terms and definitions . 9
3.2 Abbreviations . 11
4 Basics of quality management . 12
4.1 Importance of quality in FM . 12
4.2 Criteria, background, elements and influences to quality . 12
4.3 Type of Characteristics . 13
4.3.1 General . 13
4.3.2 Objective (hard) characteristic . 13
4.3.3 Subjective (soft) characteristic . 13
4.4 Pathway from needs to experiencing delivery . 14
4.4.1 Expectations . 14
4.4.2 Defined requirement in SL/SLA . 14
4.4.3 Delivery. 16
4.4.4 Perception . 16
4.5 Quality Management . 16
4.5.1 General . 16
4.5.2 Existing QMS at client organization . 17
5 Process of quality management . 17
5.1 General introduction . 17
5.1.1 The quality management process . 17
5.1.2 Ensuring quality within FM agreement lifecycle . 18
5.2 Analyse needs and demand . 19
5.3 Specify requirements . 19
5.3.1 Objectives . 19
5.3.2 Requirements from primary activity . 20
5.4 Elaborate Service Level . 20
5.4.1 General . 20
5.4.2 Transfer requirements into facility products . 20
5.4.3 Elements of a Service Level . 21
5.4.4 Principle and approaches of defining Service Levels . 21
5.4.5 Types and classification of Service Level . 22
5.4.6 Service Level life cycle . 23
5.5 Developing measurement metrics (hierarchy of indicators) . 23
5.5.1 Purposes of developing metrics (structured indicators) . 23
5.5.2 Various types of indicators . 24
5.5.3 Recommendation for measurement metrics . 25
5.6 Quality aspects in organizing delivery of facility products . 26
5.7 Quality aspects in delivering facility products . 27
5.8 Measurement and calculation . 27
5.9 Analyse deviation . 28
5.10 Actions based on deviation . 28
5.11 Control and improvement cycles . 29
Annex A (informative) GAP-Model . 31
Annex B (informative) Additional information and recommendation for measurement
metrics . 34
B.1 Recommendation for designing a metric system . 34
B.2 Attributes of indicators . 35
B.3 Indicators selection criteria . 36
B.4 Required properties of indicators . 37
B.5 Data gathering techniques: . 37
B.6 Domains and categories on indicators . 38
Bibliography . 43
European foreword
This document (prEN 15221-3:2018) has been prepared by Technical Committee CEN/TC 348 “Facility
Management”, the secretariat of which is held by NEN.
This document is currently submitted to the CEN Enquiry.
This document will supersede EN 15221-3:2011.
This European Standard is one of the series ISO-EN 41000 and EN 15221 “Facility Management” which
consists of the following parts:
— EN ISO 41011:2017 Facility Management - Vocabulary
— EN ISO 41012:Facility Management – Guidance on strategic sourcing and the development of
agreements
— ISO/TR 41013 Facility Management – scope, key concepts and benefits
— EN 15221 Part 3: Guidance on quality in Facility Management
— EN 15221 Part 4: Taxonomy, Classification and Structures in Facility Management
— EN 15221 Part 5: Guidance on Facility Management processes
— EN 15221 Part 6: Area and Space Measurement in Facility Management
— EN 15221 Part 7: Performance Benchmarking
Note With the addition of the ISO standards, Part 1 and Part 2 of EN 15221 are withdrawn.
Introduction
In 2013 the initiative was taken to interest parties at ISO level for the FM suite of standards of Europe,
the EN 15221 parts 1 to 7. This resulted in the re-development of the standards for vocabulary,
sourcing and agreements.
The result consists of the parts:
• EN-ISO 41011 Facility Management – Vocabulary
• EN-ISO 41012 Facility Management – Guidance on strategic sourcing and the development of
agreements.
• ISO/TR 41013 Facility Management – Scope. Key concepts and benefits.
These standards also build on widely accepted management principles, in particular value chain
(Porter, M E, (1985), “Competitive Advantage: creating and sustaining superior performance”, Free
Press, New York) and quality control (PDCA (Plan, Do, Check, Act). Deming, W E (1986), “Out of the
Crisis”, MIT, Cambridge). Reference to ISO 10014:2006, Quality management – Guidelines for realizing
financial and economic benefits.
The principles of the Deming cycle (PDCA) underpin all of the standards but are applied to a different
extent and depth in each. In fact there are different types of PDCA cycles depending of the term (e.g.
long-term, short-term).
These standards align to EN ISO 9000 family of standards for Quality Management Systems and applies
specific guidance on the concepts and use of a process-based approach to management systems to the
field of Facility Management.
The term “facility services” is used as a generic description in the standards. The term “standardized
facility products” refers to the “standardized facility services” defined and described in EN 15221-4,
Facility Management — Part 4
...
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