kSIST FprEN ISO 41018:2022

Facility management - Development of a facility management policy (ISO/FDIS 41018:2022)

The standard will provide guidance with recommendations on the ways in which an organization can develop FM Policy to support planning of day-to-day operations by translating the organization’s FM strategy into implementable actions. The guidance will define the framework for FM policy making that can be used to identify the key principles, decisions and actions that are necessary to establish the FM Policy to meet the organization’s strategic intent. Consideration will also be given to identify the overall requirements, expected practices, procedures, protocols and controls to ensure that the FM Policy is fit for purpose. The standard will extend to implementation of the FM Policy, including communication, review and revision, so that it can be maintained as a current document to serve the organization’s work into the future.
See enclosed draft outline of ISO 41018 given in ISO/TC 267 document N 308

Facility Management - Entwicklung einer Facility-Management-Politik (ISO/FDIS 41018:2022)

Dieses Dokument enthält Leitlinien für die Entwicklung einer Facility-Management-Politik (FM), wenn die FM-Organisation:
a) beabsichtigt, ein Rahmenwerk für die Festlegung von FM-Zielen und das effektive Risikomanagement zu erstellen;
b) beabsichtigt, die FM-Strategie und die betrieblichen FM-Anforderungen der Nachfrageorganisation abzustimmen;
c) die Nützlichkeit und die Vorteile des FM-Systems verbessern möchte;
d) darauf abzielt, die Erfordernisse interessierter Parteien und die geltenden FM-Anforderungen konsistent zu erfüllen;
e) darauf abzielt, die Nachhaltigkeit in einem weltweiten konkurrenzorientierten Umfeld sicherzustellen.

Facility management - Élaboration d’une politique de facility management (ISO/FDIS 41018:2022)

Upravljanje objektov in storitev - Razvoj politike upravljanja objektov (ISO/FDIS 41018:2022)

General Information

• Status: Not Published
• Public Enquiry End Date: 30-Nov-2021
• ICS: 03.080.10 - Maintenance services. Facilities management
• Technical Committee: I13 - Imaginarni 13
• Current Stage: 5020 - Formal vote (FV) (Adopted Project)
• Start Date: 28-Apr-2022
• Due Date: 16-Jun-2022
• Completion Date: 29-Apr-2022
• Ref Project: FprEN ISO 41018 - Facility management - Development of a facility management policy (ISO/FDIS 41018:2022)

Standards Content (sample)

SLOVENSKI STANDARD
oSIST prEN ISO 41018:2021
01-november-2021
Upravljanje objektov - Razvoj politike upravljanja objektov (ISO/DIS 41018:2021)
Facility management - Development of a facility management policy (ISO/DIS
41018:2021)
Facility Management - Entwicklung einer Facility-Management-Politik (ISO/DIS
41018:2021)

Facility management - Élaboration d’une politique de facility management (ISO/DIS

41018:2021)
Ta slovenski standard je istoveten z: prEN ISO 41018
ICS:
03.080.10 Vzdrževalne storitve. Maintenance services.
Upravljanje objektov Facilities management
oSIST prEN ISO 41018:2021 en,fr,de

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

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oSIST prEN ISO 41018:2021
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oSIST prEN ISO 41018:2021
DRAFT INTERNATIONAL STANDARD
ISO/DIS 41018
ISO/TC 267 Secretariat: BSI
Voting begins on: Voting terminates on:
2021-09-14 2021-12-07
Facility management — Development of a facility
management policy
ICS: 03.080.10
THIS DOCUMENT IS A DRAFT CIRCULATED
This document is circulated as received from the committee secretariat.
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS
ISO/CEN PARALLEL PROCESSING
BEING ACCEPTABLE FOR INDUSTRIAL,
TECHNOLOGICAL, COMMERCIAL AND
USER PURPOSES, DRAFT INTERNATIONAL
STANDARDS MAY ON OCCASION HAVE TO
BE CONSIDERED IN THE LIGHT OF THEIR
POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 41018:2021(E)
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. ISO 2021
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oSIST prEN ISO 41018:2021
ISO/DIS 41018:2021(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2021

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: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland
ii © ISO 2021 – All rights reserved
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oSIST prEN ISO 41018:2021
ISO/DIS 41018:2021(E)
Contents Page

Foreword ........................................................................................................................................................................................................................................iv

Introduction ..................................................................................................................................................................................................................................v

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

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

3 Terms, definitions and abbreviations ............................................................................................................................................ 1

3.1 Terms ............................................................................................................................................................................................................... 1

3.2 Abbreviations ........................................................................................................................................................................................... 2

4 Defining the FM policy framework .................................................................................................................................................... 2

4.1 Key principles .......................................................................................................................................................................................... 2

4.2 Strategic intent ........................................................................................................................................................................................ 2

4.3 Expected impacts .................................................................................................................................................................................. 3

4.3.1 General...................................................................................................................................................................................... 3

4.3.2 Intended effects ................................................................................................................................................................ 4

4.3.3 Unintended consequences....................................................................................................................................... 4

4.4 Sustainability goals ............................................................................................................................................................................. 4

4.4.1 Environmental performance ................................................................................................................................. 4

4.4.2 Social performance ........................................................................................................................................................ 5

4.4.3 Economic performance .............................................................................................................................................. 5

4.5 Leadership and commitment ..................................................................................................................................................... 5

4.5.1 Alignment with the demand organization ................................................................................................. 5

4.5.2 Management decision making ............................................................................................................................. 5

4.5.3 Access, inclusiveness and equality ................................................................................................................... 6

4.5.4 Health, safety and security ...................................................................................................................................... 6

4.6 Governance ................................................................................................................................................................................................. 6

4.6.1 General...................................................................................................................................................................................... 6

4.6.2 Authority and approval .............................................................................................................................................. 6

4.6.3 Roles and responsibilities ........................................................................................................................................ 7

4.6.4 Managing risk ..................................................................................................................................................................... 7

5 Compiling the FM policy ............................................................................................................................................................................... 8

5.1 Operational requirements ............................................................................................................................................................. 8

5.2 Expected practices ............................................................................................................................................................................... 8

5.2.1 General considerations ............................................................................................................................................... 8

5.2.2 Specific considerations ............................................................................................................................................... 9

5.2.3 Support functions ...................................................................... ...................................................................................10

6 Implementing the FM policy ..................................................................................................................................................................11

6.1 Statement of expectations ..........................................................................................................................................................11

6.2 User participation ......... .....................................................................................................................................................................11

6.3 Deviations from the policy .........................................................................................................................................................11

6.4 Lessons learned ...................................................................................................................................................................................11

7 Review and revision of the FM policy ...........................................................................................................................................11

7.1 Evaluation of lessons learned ..................................................................................................................................................11

7.2 Corrective and preventive actions .......................................................................................................................................12

7.3 Revising the FM policy...................................................................................................................................................................12

7.4 Updating FM plans ............................................................................................................................................................................12

Annex A (informative) Outline FM policy (example) ........................................................................................................................13

Annex B (informative) Health, safety, security and environment (example) ..........................................................15

Bibliography .............................................................................................................................................................................................................................16

© ISO 2021 – All rights reserved iii
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oSIST prEN ISO 41018:2021
ISO/DIS 41018:2021(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 [or Project Committee] ISO/TC 267, Facility

management,
A list of all parts in the ISO 41018 series can be found on the ISO website.

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.
iv © ISO 2021 – All rights reserved
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oSIST prEN ISO 41018:2021
ISO/DIS 41018:2021(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).

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.

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.

NOTE 3 A facility management (FM) organization is an entity that is responsible for facility management (see

ISO 41014:2020, 3.1.2), e.g. a department, division, unit or group within the demand organization defined for this

purpose, or a supplier of multiple facility services that offers a distinct facility management function.

The guidance in this document applies principally to the FM organization. In situations where there is

presently no formal FM organization, a person (or body) ought to be appointed to take an active role

in developing the FM policy. Unless otherwise stated in this document, “organization” refers to the FM

organization.
ISO 41001 makes reference to an FM policy in the context of an FM system.
The benefits of developing an FM policy include:
— a framework for setting FM objectives;
— support for the management of risk;
— a commitment to the continual improvement of the FM system;

— leadership and commitment by top management or an agent of the demand organization to the

operation of the FM system;

— reduced likelihood of a disconnect between the FM strategy and operational FM requirements;

— improved efficiency in the provision of FM in general and in the delivery of facility services in

particular;
— a commitment to the protection of people, property and the environment;
— strengthening of related policies of the demand organization.

Policy is defined as the intentions and direction of an organization, as formally expressed by its top

management (see ISO 41011:2017, 3.7.2). FM policy is a course or principle of action adopted or proposed

by the FM organization that is intended to achieve defined outcome(s) (e.g. net zero carbon operations,

workplace well-being, zero incidents and minimal whole-life cost).

NOTE 4 In a hierarchy of decision making and actions, the FM policy is positioned between the FM strategy

and operational plans. The FM policy is derived from the FM system, which is all-encompassing in its scope

although not in terms of detailed requirements or recommendations.
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oSIST prEN ISO 41018:2021
ISO/DIS 41018:2021(E)

This document is intended to fill a gap in the current provision of guidance on FM policy in the context

of the FM system (see ISO 41001). The aim is to promote awareness, competence development and

expertise by providing advice on those decisions that affect the management of the facility and the

delivery of facility services.
Specifically, this document is applicable to any FM organization that wishes to:
— utilize a methodology for developing an FM policy;
— assure itself of the alignment of the FM policy with the FM strategy;
— provide a framework for setting FM objectives and operational FM requirements.

This document provides guidance for internal or external audit programmes. Users of this document

can compare practices for developing an FM policy with an internationally recognized benchmark,

providing sound principles for the effective management of those practices.
0.2 Process approach

This document provides a common basis for understanding the factors that the FM organization ought

to consider when developing an FM policy. It promotes a methodology to assist the FM organization in

determining the most appropriate approach to, and arrangements for, the development of an FM policy

as a basis for the implementation of operational FM requirements to support the demand organization’s

core business, primarily its business activities.

This document emphasizes the decisions, activities, information, data and interested parties that have

to be coordinated into a manageable process for the development of an FM policy and the stages within

it, including:
— defining the FM policy framework (see Clause 4);
— compiling the FM policy (see Clause 5);
— implementing the FM policy (see Clause 6);
— review and revision of the FM policy (see Clause 7).

The methodology is intended to be scalable, meaning that this document’s provisions are applicable to

any FM organization to a greater or lesser extent. As such, the FM organization can determine which of

the provisions apply fully or partially to the development of the FM policy.
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oSIST prEN ISO 41018:2021
DRAFT INTERNATIONAL STANDARD ISO/DIS 41018:2021(E)
Facility management — Development of a facility
management policy
1 Scope

This document gives guidelines for the development of a facility management (FM) policy when the FM

organization:

a) intends to establish a framework for setting FM objectives and the effective management of risk;

b) intends to achieve alignment between the FM strategy and the demand organization’s operational

FM requirements;
c) wants to improve the usefulness and benefits provided by the FM system;

d) aims to meet the needs of interested parties and applicable FM requirements consistently;

e) aims to be sustainable in a globally competitive environment.
2 Normative references

The following documents are referred to in the text in such a way that some or all of their content

constitutes requirements of this document. For dated references, only the edition cited applies. For

undated references, the latest edition of the referenced document (including any amendments) applies.

ISO 41011, Facility management — Vocabulary
3 Terms, definitions and abbreviations

For the purposes of this document, the terms and definitions given in ISO 41011 apply.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1 Terms
3.1.1
acceptance criteria
evidence required for considering that requirements have been fulfilled
[SOURCE: ISO 22263:2008, 2.1]
3.1.2
after-action review

structured review or debriefing process for analysing an event, what happened, why it happened and

how it can be done better
3.1.3
FM policy
text of the definition
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oSIST prEN ISO 41018:2021
ISO/DIS 41018:2021(E)
3.1.4
operating procedure
standard operating procedure

authorized, documented procedure or set of procedures, work instructions and test instructions for

production and control
[SOURCE: ISO 37500:2014, 3.22]
3.1.5
operational plan

documented collection of procedures and information that is developed, compiled and maintained in

readiness for the conduct of operations
[SOURCE: ISO 24516-3:2017, 3.16]
3.2 Abbreviations
RACI responsible, accountable, consulted and informed
RASCI responsible, accountable, supported, consulted and informed
4 Defining the FM policy framework
4.1 Key principles

The organization should be guided by the demand organization’s business objectives, FM system and

FM strategy when developing, implementing, maintaining and updating the FM policy. Specifically, the

FM policy should be:
— aligned with the business objectives of the demand organization;
— supported by top management;
— appropriate to the nature and scale of the organization and its operations;
— part of the daily work of the organization;

— clear, unambiguous and actionable, stating the actions that are acceptable and those that are not

acceptable;

— coordinated with interested parties, with interdependent policy and with statutory and regulatory

requirements;

— communicated to interested parties responsible for implementation and maintenance;

— periodically reviewed and updated.

NOTE ISO 41001 provides requirements for an FM system and ISO 41014 gives guidance with

recommendations for the development of an FM strategy.
4.2 Strategic intent

The organization should establish an FM policy that is appropriate to the nature and scale of the

organization and its operations. The FM policy should, at all times, be aligned with the organization’s

business plan and be consistent with other relevant organizational policies, including those of the

demand organization.

The organization should communicate the FM policy regularly within the organization and with the

demand organization and other interested parties. The FM policy should be reviewed periodically and

the findings of that review reported to top management.
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oSIST prEN ISO 41018:2021
ISO/DIS 41018:2021(E)
The FM policy should inform FM procedures and operations (see Figure 1).

NOTE There can be overlap where the organization influences other demand organization objectives (e.g.

occupational health and safety, environmental impact and sustainability); however, in a hierarchical context, FM

must yield to, adopt and support, as applicable, policies developed by the demand organization (e.g. sourcing,

procurement, information and data, quality, employment, inclusiveness and equity, and corporate social

responsibility).

The distinction between the strategic, tactical and operational levels of the organization’s management

should be made clear. Policy declares the intent or guiding principle. Procedures are then the tactical

level output that implements the policy in terms of operations. Figure 1 shows the relationships.

Figure 1 — Relationship between FM policy and FM strategy, procedures and operations

The FM policy should provide guidance on the following:
— approach to work and or other human-centred activities and functions;
— the way in which business is conducted in the organization;

— beliefs, values, attitudes and behaviour of people within the organization, taking into account cross-

cultural impacts;
— roles, responsibilities and relationships with external bodies.
4.3 Expected impacts
4.3.1 General

NOTE 1 Appropriate behaviour will create a safe, healthy and secure environment for users and visitors. For

the demand organization, there are likely to be benefits in terms of more efficient and effective FM operations,

which can be expected to continue to support the core business. The FM policy can provide greater awareness

of what is acceptable and what is not, and have the potential to reform inappropriate behaviour. Even so, it is

possible that the effects of the FM policy might prove to be other than intended, with consequences that were not

envisaged (see 4.3.3).

The FM policy should provide users and all other interested parties with a frame of reference for their

day-to-day work, or other role, as well as guidance on the operation and use of the facility and the

behaviour expected of everyone. In framing the FM policy, the organization should make explicit the

type and nature of facility services that are delivered so that intended effects (see 4.3.2) are achieved

and unintended consequences are avoided (see 4.3.3).

The extent to which users might be satisfied or dissatisfied with any aspect of facility management

and the delivery of facility services should be established through periodic surveys or other forms of

inquiry. Care should be exercised when canvassing the opinions of users so that it is seen as a genuine

attempt to understand the suitability of the facility and facility services.

NOTE 2 User satisfaction is a key success factor in FM. Understanding what users will accept and what

they will not accept are important considerations when drafting the FM policy. ISO 10001 gives guidelines for

planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of

conduct.
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oSIST prEN ISO 41018:2021
ISO/DIS 41018:2021(E)
4.3.2 Intended effects

NOTE 1 Policies that are intended to create awareness and appropriate behaviour are more likely to succeed

if they are explained, practicable and backed-up by leadership and commitment from top management (see 4.5).

The decisions of top management are likely to be highly influential in shaping the actions and behaviour of users

and, to a certain extent, visitors.

Top management should examine the potential consequences of their decisions to determine if they are

likely to have the intended effects.

NOTE 2 For example, a procedure for waste reduction and elimination is more likely to be followed by users if

understood from their perspective and supported by practical guidelines.
4.3.3 Unintended consequences

NOTE 1 A well-intended policy may fail to meet its intended outcome due to factors such as:

— its impracticality for users to implement;
— a conflict with an individual’s beliefs or values;

— an implicit conflict of interest with an individual’s performance expectations;

— failure to consider the impact on related functions.

Depending on location, many workforces and groups are unlikely to be homogeneous in nature and

more likely to reflect a mix of different ethnic, religious and cultural backgrounds.

The organization should consider the implications of its policy making so that it avoids unintended

consequences for users, its own personnel and other interested parties arising from incompatibilities

between their beliefs and values, and the organization’s policies.

NOTE 2 A health, safety, security and environment (HSSE) policy that has the aim of minimizing

accidents and it is linked with a rewards’ scheme, even if unintentional, might result in the

underreporting of accidents.
4.4 Sustainability goals
4.4.1 Environmental performance

The organization should document the legislation applicable to environmental performance in the

context of achieving the FM objectives (e.g. energy use, CO2 emissions, water quality, water consumption,

waste reduction and recycling) and all supporting standards and procedures in the FM system.

The organization should state how it intends to be compliant with the legislation and supporting

standards and procedures. This statement should form part of the FM policy (see Clause 5).

Actions to improve the organization’s environmental performance over the short, medium and long

term should be recorded, for example:
— reduction in energy use from non-renewable sources;
— reduction of greenhouse gas emissions and air-bo
...