Facility management - Development of facility management strategy (ISO 41014:2020)

This document gives guidelines for the development of a strategy for facility management (FM) when the FM organization:
a)   intends to ensure alignment between FM requirements and the objectives, needs and constraints of the demand organization's core business;
b)   wants to improve the usefulness and benefits provided by the facilities for the betterment of the demand organization and its core business;
c)   aims to meet the needs of stakeholders and applicable provisions consistently;
d)   aims to be sustainable in a globally competitive environment.

Facility Management - Entwicklung einer Facility Management Strategie (ISO 41014:2020)

Dieses Dokument gibt Leitlinien für die Entwicklung einer Strategie für das Facility Management (FM), wenn die FM Organisation:
a)   beabsichtigt, die Übereinstimmung zwischen den FM Anforderungen und den  Zielen, Erfordernissen und Einschränkungen des Kerngeschäfts der Nachfrageorganisation sicherzustellen;
b)   den Nutzen und die Vorteile der Einrichtungen zur Verbesserung der Nachfrageorganisation und ihres Kerngeschäfts verbessern will;
c)   darauf abzielt, die Erfordernisse der Stakeholder und die geltenden Bestimmungen konsequent zu erfüllen;
d)   darauf abzielt, in einem weltweiten konkurrenzorientierten Umfeld nachhaltig zu sein.

Facility management - Élaboration d'une stratégie de facility management (ISO 41014:2020)

Le présent document fournit des lignes directrices pour l'élaboration d'une stratégie de facility management (FM) lorsque l'organisme de FM:
a)           entend assurer l'alignement entre les exigences de FM et les objectifs, les besoins et les contraintes du cœur de métier de l'organisme demandeur;
b)           veut améliorer l'utilité et les avantages fournis par les installations pour l'amélioration de l'organisme demandeur et de son cœur de métier;
c)           cherche à répondre aux besoins des parties prenantes et aux dispositions applicables de manière cohérente;
d)           cherche à être durable dans un environnement concurrentiel mondialisé.

Upravljanje objektov in storitev - Razvoj strategije upravljanja objektov in storitev (ISO 41014:2020)

General Information

Status
Published
Current Stage
6060 - Definitive text made available (DAV) - Publishing
Due Date
23-Sep-2020
Completion Date
23-Sep-2020

Buy Standard

Standard
EN ISO 41014:2020
English language
51 pages
sale 10% off
Preview
sale 10% off
Preview
e-Library read for
1 day

Standards Content (sample)

SLOVENSKI STANDARD
SIST EN ISO 41014:2020
01-december-2020

Upravljanje objektov in storitev - Razvoj strategije upravljanja objektov in storitev

(ISO 41014:2020)

Facility management - Development of facility management strategy (ISO 41014:2020)

Facility Management - Entwicklung einer Facility Management Strategie (ISO
41014:2020)
Facility management - Élaboration de la stratégie de facility management (ISO
41014:2020)
Ta slovenski standard je istoveten z: EN ISO 41014:2020
ICS:
03.080.10 Vzdrževalne storitve. Maintenance services.
Upravljanje objektov Facilities management
SIST EN ISO 41014:2020 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

---------------------- Page: 1 ----------------------
SIST EN ISO 41014:2020
---------------------- Page: 2 ----------------------
SIST EN ISO 41014:2020
EN ISO 41014
EUROPEAN STANDARD
NORME EUROPÉENNE
September 2020
EUROPÄISCHE NORM
ICS 03.080.10
English Version
Facility management - Development of facility
management strategy (ISO 41014:2020)

Facility management - Élaboration d'une stratégie de Facility Management - Entwicklung einer Facility

facility management (ISO 41014:2020) Management Strategie (ISO 41014:2020)
This European Standard was approved by CEN on 30 June 2020.

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. Up-to-date lists and bibliographical references

concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN

member.

This European Standard exists 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, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,

Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and

United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels

© 2020 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 41014:2020 E

worldwide for CEN national Members.
---------------------- Page: 3 ----------------------
SIST EN ISO 41014:2020
EN ISO 41014:2020 (E)
Contents Page

European foreword ....................................................................................................................................................... 3

---------------------- Page: 4 ----------------------
SIST EN ISO 41014:2020
EN ISO 41014:2020 (E)
European foreword

This document (EN ISO 41014:2020) has been prepared by Technical Committee ISO/TC 267 "Facility

management" in collaboration with Technical Committee CEN/TC 348 “Facility Management” the

secretariat of which is held by SN.

This European Standard shall be given the status of a national standard, either by publication of an

identical text or by endorsement, at the latest by March 2021, and conflicting national standards shall

be withdrawn at the latest by March 2021.

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. CEN shall not be held responsible for identifying any or all such patent rights.

According to the CEN-CENELEC Internal Regulations, the national standards organizations of the

following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria,

Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland,

Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of

North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the

United Kingdom.
Endorsement notice

The text of ISO 41014:2020 has been approved by CEN as EN ISO 41014:2020 without any modification.

---------------------- Page: 5 ----------------------
SIST EN ISO 41014:2020
---------------------- Page: 6 ----------------------
SIST EN ISO 41014:2020
INTERNATIONAL ISO
STANDARD 41014
First edition
2020-09
Facility management — Development
of a facility management strategy
Facility management — Élaboration d'une stratégie de facility
management
Reference number
ISO 41014:2020(E)
ISO 2020
---------------------- Page: 7 ----------------------
SIST EN ISO 41014:2020
ISO 41014:2020(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2020

All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may

be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting

on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address

below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2020 – All rights reserved
---------------------- Page: 8 ----------------------
SIST EN ISO 41014:2020
ISO 41014:2020(E)
Contents Page

Foreword ..........................................................................................................................................................................................................................................v

Introduction ................................................................................................................................................................................................................................vi

1 Scope ................................................................................................................................................................................................................................. 1

2 Normative references ...................................................................................................................................................................................... 1

3 Terms, definitions and abbreviated terms ................................................................................................................................ 1

3.1 Terms related to facility management ................................................................................................................................ 1

3.2 Terms related to assets .................................................................................................................................................................... 2

3.3 Terms related to people .................................................................................................................................................................. 2

3.4 Terms related to sourcing .............................................................................................................................................................. 3

3.5 Terms related to process ................................................................................................................................................................ 3

3.6 Terms related to finance ................................................................................................................................................................. 4

3.7 Terms related to general business ......................................................................................................................................... 4

3.8 Terms related to measurement ................................................................................................................................................. 5

3.9 Abbreviated terms ............................................................................................................................................................................... 6

4 Understanding the demand organization .................................................................................................................................. 6

4.1 Organization .............................................................................................................................................................................................. 6

4.1.1 General...................................................................................................................................................................................... 6

4.1.2 Structure ................................................................................................................................................................................. 7

4.1.3 Human capital .................................................................................................................................................................... 7

4.1.4 Value system and organizational culture .................................................................................................... 7

4.1.5 Management style ........................................................................................................................................................... 8

4.2 Governance ................................................................................................................................................................................................. 8

4.2.1 General...................................................................................................................................................................................... 8

4.2.2 Ownership and use ........................................................................................................................................................ 8

4.2.3 Leadership ............................................................................................................................................................................. 8

4.2.4 Regulation and compliance .................................................................................................................................... 8

4.2.5 Policy and procedures ................................................................................................................................................. 8

4.2.6 Maturity of activities, processes and systems ........................................................................................ 9

4.3 Context ........................................................................................................................................................................................................... 9

4.3.1 General...................................................................................................................................................................................... 9

4.3.2 Business strategy ............................................................................................................................................................. 9

4.3.3 Objectives, needs, constraints and value drivers ..............................................................................10

4.3.4 Measuring success .......................................................................................................................................................10

4.3.5 Performance metrics .................................................................................................................................................11

4.3.6 Markets and competitive analysis ..................................................................................................................11

4.3.7 Relationship between core and non-core activities .......................................................................11

4.3.8 Target operating model ...........................................................................................................................................11

4.3.9 Current and planned non-core activities .................................................................................................12

4.3.10 Targets for improvement .......................................................................................................................................12

4.3.11 Information and communication technology ......................................................................................12

4.3.12 Information management .....................................................................................................................................12

4.4 Risk management ..............................................................................................................................................................................12

4.4.1 Threats and opportunities ....................................................................................................................................12

4.4.2 Continuity and recovery planning .................................................................................................................13

4.5 Strategic alignment ..........................................................................................................................................................................14

5 Developing FM requirements ...............................................................................................................................................................14

5.1 Current and future interest in facilities ..........................................................................................................................14

5.1.1 General...................................................................................................................................................................................14

5.1.2 Nature of facilities ........................................................................................................................................................14

5.1.3 Sustainable space provision ................................................................................................................................18

5.2 Maturity of FM ......................................................................................................................................................................................18

5.2.1 General...................................................................................................................................................................................18

© ISO 2020 – All rights reserved iii
---------------------- Page: 9 ----------------------
SIST EN ISO 41014:2020
ISO 41014:2020(E)

5.2.2 Current competences ................................................................................................................................................18

5.2.3 Targets for improvement .......................................................................................................................................19

5.3 Briefing for refurbished or new facilities ......................................................................................................................19

5.4 Stakeholders ...........................................................................................................................................................................................20

5.4.1 General...................................................................................................................................................................................20

5.4.2 Facility users .....................................................................................................................................................................20

5.4.3 Level of specification .................................................................................................................................................20

5.5 Accessibility, inclusiveness and equalities ...................................................................................................................20

5.6 Functional requirements .............................................................................................................................................................21

5.7 Scope of services ................................................................................................................................................................................21

5.7.1 General...................................................................................................................................................................................21

5.7.2 Technical services ........................................................................................................................................................21

5.7.3 Business support ..........................................................................................................................................................21

5.7.4 Integrator model ...........................................................................................................................................................22

5.8 Service specifications .....................................................................................................................................................................22

5.9 Outputs and targets .........................................................................................................................................................................22

5.9.1 General...................................................................................................................................................................................22

5.9.2 Environmental performance ..............................................................................................................................23

5.9.3 Social performance .....................................................................................................................................................23

5.9.4 Economic performance ...........................................................................................................................................23

5.10 Service levels .........................................................................................................................................................................................23

5.11 Service delivery options ...............................................................................................................................................................23

5.12 Sourcing .....................................................................................................................................................................................................24

5.12.1 General...................................................................................................................................................................................24

5.12.2 Internal service provision .....................................................................................................................................24

5.12.3 External service provision ....................................................................................................................................24

5.13 Innovations in service delivery ..............................................................................................................................................25

5.14 Market audit ...........................................................................................................................................................................................25

5.15 Verification and feedback ...........................................................................................................................................................25

6 Formulating the FM strategy .................................................................................................................................................................25

6.1 Compiling the strategy ..................................................................................................................................................................25

6.2 Format and content ..........................................................................................................................................................................26

6.3 Budgetary requirements .............................................................................................................................................................26

6.4 Procurement ..........................................................................................................................................................................................27

6.5 Communication and feedback ................................................................................................................................................28

6.6 Implementation plan ......................................................................................................................................................................28

7 Managing performance ...............................................................................................................................................................................28

7.1 Monitoring and control of performance ........................................................................................................................28

7.2 Performance indicators ................................................................................................................................................................29

7.3 Performance measurement.......................................................................................................................................................29

7.4 Performance review ........................................................................................................................................................................29

7.5 Corrective actions ..............................................................................................................................................................................29

7.6 Feedback and lessons learned ................................................................................................................................................29

8 Improving outcomes ......................................................................................................................................................................................30

8.1 Applying lessons learned ............................................................................................................................................................30

8.2 Reassessing outputs and targets ..........................................................................................................................................30

8.3 Updating the FM strategy ...........................................................................................................................................................30

8.4 Updating the FM policy .................................................................................................................................................................30

Annex A (informative) Examples of threats and opportunities .............................................................................................31

Annex B (informative) Examples of factors affecting business strategy ......................................................................33

Annex C (informative) Considerations when formalizing the FM strategy document ...................................35

Annex D (informative) Example of an FM strategy..............................................................................................................................37

Bibliography .............................................................................................................................................................................................................................40

Index .................................................................................................................................................................................................................................................41

iv © ISO 2020 – All rights reserved
---------------------- Page: 10 ----------------------
SIST EN ISO 41014:2020
ISO 41014:2020(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards

bodies (ISO member bodies). The work of preparing International Standards is normally carried out

through ISO technical committees. Each member body interested in a subject for which a technical

committee has been established has the right to be represented on that committee. International

organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.

ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of

electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance are

described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the

different types of ISO documents should be noted. This document was drafted in accordance with the

editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of

any patent rights identified during the development of the document will be in the Introduction and/or

on the ISO list of patent declarations received (see www .iso .org/ patents).

Any trade name used in this document is information given for the convenience of users and does not

constitute an endorsement.

For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and

expressions related to conformity assessment, as well as information about ISO’s adherence to the

World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www .iso .org/

iso/ foreword .html.

This document was prepared by Technical Committee ISO/TC 267, Facility management, in collaboration

with the European Committee for Standardization (CEN) Technical Committee CEN/TC 348, Facility

Management, in accordance with the Agreement on technical cooperation between ISO and CEN

(Vienna Agreement).

Any feedback or questions on this document should be directed to the user’s national standards body. A

complete listing of these bodies can be found at www .iso .org/ members .html.
© ISO 2020 – All rights reserved v
---------------------- Page: 11 ----------------------
SIST EN ISO 41014:2020
ISO 41014:2020(E)
Introduction
0.1 General

Facility management (FM) integrates multiple disciplines in order to have an influence on the efficiency

and productivity of economies of societies, communities and organizations, as well as the manner in

which individuals interact with the built environment. FM affects the safety, well-being and quality

of life of much of the world’s societies and population through the services it manages and delivers

(see ISO 41001).

NOTE 1 FM is defined as an organizational function which integrates people, place and process within the

built environment with the purpose of improving the quality of life of people and the productivity of the core

business (see ISO 41011:2017, 3.1.1).

FM is of strategic importance because it directly supports a demand organization’s core business

strategy, enabling its objectives and plans to be realized through the management of facilities that are

safe, reliable, efficient, cost effective and sustainable.

NOTE 2 A demand organization is an entity which has a need and the authority to incur costs to have

requirements met (see ISO 41011:2017, 3.3.1.1), e.g. a facility owner, operator, owner-operator, tenant or, in some

cases, a managing agent acting on behalf of an owner.

This document refers to the demand organization and to the organization responsible for FM and

facility services. A distinction is necessary because of the variable nature in which FM is organized

and where facility services are delivered through personnel within the demand organization, through

external service providers or a combination of the two.

The guidance in this document applies principally to the organization responsible for FM. In situations

where there is presently no formal FM organization, a person (or body) should be appo

...

Questions, Comments and Discussion

Ask us and Technical Secretary will try to provide an answer. You can facilitate discussion about the standard in here.