Facility Management - Part 5: Guidance on Facility Management processes

This European standard provides guidance to FM organisations on the development and improvement of their processes to support the primary processes.
This standard also sets out basic principles, describes high-level generic FM processes, lists strategic, tactical and operational processes and provides examples of process workflows.
This standard is written from a primary processes, demand perspective for an audience of all stakeholders in FM processes.

Facility Management - Teil 5: Leitfaden für Facility Management Prozesse

Dieses Dokument bietet FM-Organisationen eine Anleitung für die Entwicklung und Verbesserung ihrer Prozesse zur Unterstützung der Hauptaktivitäten.
Des Weiteren legt dieses Dokument die wesentlichen Grundsätze dar, beschreibt übergeordnete generische FM-Prozesse, führt strategische, taktische und operative Prozesse auf und bietet Beispiele zu Prozessabläufen.
Dieses Dokument ist aus Hauptprozess-, Bedarfsperspektive für alle an FM-Prozessen Interessierten geschrieben.

Facility management - Partie 5 : Guide relatif au développement et à l’amélioration des processus

Le présent document fournit des lignes directrices aux organismes de FM sur le développement et l’amélioration de leurs processus pour soutenir les processus principaux.
Le présent document établit également des principes de base, décrit des processus de FM génériques de haut niveau, répertorie des processus stratégiques, tactiques et opérationnels, et fournit des exemples de flux de travaux de processus.
Sur la base de processus principaux, le document est rédigé dans une perspective de demande et s’adresse à toutes les parties prenantes dans les processus de FM.

Upravljanje objektov in storitev - 5. del: Navodilo za procese upravljanja objektov in storitev

General Information

Status
Not Published
Public Enquiry End Date
23-Jan-2019
Technical Committee
Current Stage
4020 - Public enquire (PE) (Adopted Project)
Start Date
08-Nov-2018
Due Date
28-Mar-2019
Completion Date
23-Jan-2019

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SLOVENSKI STANDARD
oSIST prEN 15221-5:2019
01-januar-2019

Upravljanje objektov in storitev - 5. del: Navodilo za procese upravljanja objektov

in storitev
Facility Management - Part 5: Guidance on Facility Management processes
Facility Management - Teil 5: Leitfaden für Facility Management Prozesse

Facility management - Partie 5 : Guide relatif au développement et à l’amélioration des

processus
Ta slovenski standard je istoveten z: prEN 15221-5
ICS:
03.080.10 Vzdrževalne storitve. Maintenance services.
Upravljanje objektov Facilities management
91.040.01 Stavbe na splošno Buildings in general
oSIST prEN 15221-5:2019 en,fr,de

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

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oSIST prEN 15221-5:2019
DRAFT
EUROPEAN STANDARD
prEN 15221-5
NORME EUROPÉENNE
EUROPÄISCHE NORM
November 2018
ICS 03.080.10 Will supersede EN 15221-5:2011
English Version
Facility Management - Part 5: Guidance on Facility
Management processes

Facility management - Partie 5 : Guide relatif au Facility Management - Teil 5: Leitfaden für Facility

développement et à l'amélioration des processus Management Prozesse

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 15221-5:2018 E

worldwide for CEN national Members.
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Contents Page

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

Introduction .................................................................................................................................................................... 4

1 Scope .................................................................................................................................................................... 6

2 Normative references .................................................................................................................................... 6

3 Terms and definitions ................................................................................................................................... 6

4 Principles of Facility Management processes ....................................................................................... 8

4.1 General ................................................................................................................................................................ 8

4.2 Summary ............................................................................................................................................................ 9

4.3 Basic principles ................................................................................................................................................ 9

4.4 Facility management processes .............................................................................................................. 10

4.5 Structure of FM Processes ......................................................................................................................... 11

5 Developing Facility Management Processes ...................................................................................... 15

5.1 Introduction ................................................................................................................................................... 15

5.2 The importance of Facility Management processes ........................................................................ 16

5.3 Facility Management processes at a strategic level ......................................................................... 17

5.4 Facility Management processes at a tactical level ............................................................................ 23

5.5 Facility Management processes at operational level ...................................................................... 31

6 Assessing Facility Management processes .......................................................................................... 34

6.1 Introduction ................................................................................................................................................... 34

6.2 Principles of FM organization .................................................................................................................. 34

6.3 Step 1: Check the alignment of FM processes with the organisations strategy ..................... 34

6.4 Step 2: Check the connections between the FM processes ............................................................ 35

6.5 Step 3: Check the used data / information .......................................................................................... 35

6.6 Step 4: Check the workflows .................................................................................................................... 36

6.7 Step 5: Check the controlling of FM processes ................................................................................... 36

Annex A (informative) Examples of generic processes ................................................................................. 37

Annex B (informative) Checklist - Maturity of FM Organisations .............................................................. 44

Bibliography ................................................................................................................................................................. 45

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European foreword

This document (prEN 15221-5:2018) 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 European Standard is one of the series ISO 41000 and EN 15221 “Facility Management” which

consists of the following parts:
1. ISO 41011:2017 Facility Management - Vocabulary

2. ISO 41012:Facility Management – Guidance on strategic sourcing and the development of

agreements
3. ISO/TR 41013 Facility Management – scope, key concepts and benefits
4. EN 15221 Part 3: Guidance on quality in Facility Management

5. EN 15221 Part 4: Taxonomy, Classification and Structures in Facility Management

6. EN 15221 Part 5: Guidance on Facility Management processes
7. EN 15221 Part 6: Area and Space measurement in Facility Management
8. EN 15221 Part 7: Performance Benchmarking

Note With the addition of the ISO standards, Part 1 and Part 2 of EN 15221 are withdrawn.

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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:
• ISO 41011 Facility Management – Vocabulary

• 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: Taxonomy, Classification and Structures in Facility Management.

Countries can decide to substitute the term “product” into “service”, when they consider that it is

important for a good acceptance and use of the standards in their own country.

The aim of all the standards is to provide guidance to Facility Management (FM) organizations on the

development and improvement of their FM processes to support the primary activities. This will

support organizational development, innovation and improvement and will form a foundation for the

further professional development of FM and its advancement in Europe. Therefore, generic examples

are provided in the standard to assist organizations.

These standards lay the foundation of the work that has to be done further more in developing Facility

Management, for e.g. benchmark standards prEN 15221-7

The aim of the standard is to provide guidance to all stakeholders concerned by Facility Management

(FM), especially providers and their clients on the development and improvement of their processes to

support the primary activities. This will support organisational development, innovation and

improvement and will form a foundation for the further professional development of FM and its

advancement in Europe.

Facility Management is defined in ISO 41011, Facility Management – Vocabulary, and ISO/TR 41013

Facility Management – Scope, key concepts and benefits as the “integration of processes within an

organisation to maintain and develop the agreed services which support and improve the effectiveness

of primary activities”. Underlying this definition is a process-based, management systems approach, as

defined in the EN ISO 9000 series.
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Further development of European Standards in Facility Management, based on ISO 41011 an 41013 will

rely therefore on a better understanding of the processes involved and the mechanisms for their

integration. These processes need to be identified and described, mapped and modelled to produce a

framework for Facility Management.

This standard lays the foundations of further work in developing Facility Management standards and

further develops the processes involved in creating FM agreements as described within ISO 41012 and

41013. The guidance provided in this standard established the need for the FM processes to start with

analysing and having a clear picture of the client organization and its primary processes as a basis for

the development of the FM strategy. All major decisions along the route to final specification of service

levels and qualities, choice of delivery model and eventually preparation of the appropriate form of

procurement and agreements flow from this basis.

This standard has been developed as one of four new standards and adopted an agreed set of principles,

underlying the Facility Management approach, to ensure consistency. These are incorporated in the

basic principles of a process-based management system upon which this standard is founded.

The standard aligns 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 standard also builds on widely accepted management principles, in

particular value chain (Porter, 1985) and quality control (Deming, 1986) which underlie process-based

management systems.

The process approach, described in this document, should be widely applicable across the European

member countries. In order to do this they must build from the existing model in the previous standard

(ISO 41011 and 41013), be generic, and should not be too prescriptive and enable companies and

organisations to adapt them to their own processes.

Through applying the standard, organisations should be able to understand the importance of facility

management processes to their effectiveness and understand the need to assess the maturity of their

existing processes. This will provide a basis for developing and improving the facilities management

processes through a consistent, process-based management approach. Generic examples are provided

in the standard to assist organisations.

Facility management processes are integrated at three organisational levels - operational, tactical and

strategic. Agreements about the outcomes of these processes need also to be made at these three levels:

operational agreements with end-users, tactical agreement with business units and strategic agreement

with the senior management group (board, managing directors).
References:

Porter, M E, (1985), “Competitive Advantage: creating and sustaining superior performance”,

Free Press, New York;
Deming, W E (1986), “Out of the Crisis”, MIT, Cambridge.
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1 Scope

This document provides guidance to FM organisations on the development and improvement of their

processes to support the primary processes.

This document also sets out basic principles, describes high-level generic FM processes, lists strategic,

tactical and operational processes and provides examples of process workflows.

The document is written from a primary processes, demand perspective for an audience of all

stakeholders in FM processes.
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

EN 15221-3, Facility Management - Part 3: Guidance on quality in Facility Management

EN 15221-4, Facility Management - Part 4: Taxonomy, Classification and Structures in Facility

Management
3 Terms and definitions

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

apply.

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

• IEC Electropedia: available at http://www.electropedia.org/
• ISO Online browsing platform: available at http://www.iso.org/obp
3.1
activities
tasks that are needed to complete deliverables
3.2
client

organisation that procures facility services by means of a Facility Management agreement

Note 1 to entry: The client acts on a strategic level and has a general and/or key function in all stages of the

relationship with the service provider. The customer specifies the facility services.

[ISO 41011 and ISO/TR 41013]
3.3
customer

organisational unit that specifies and orders the delivery of facility services within the terms and

conditions of a Facility Management agreement
Note 1 to entry: The customer acts on a tactical level.
[ISO 41010 and ISO 41012]
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3.4
end user
person receiving facility services
Note 1 to entry: A visitor could also be an end user.
[ISO 41011]
3.5
facility
tangible asset that supports an organisation
[ISO 41011]
3.6
facility management

integration of processes within an organisation to maintain and develop the agreed services which

support and improve the effectiveness of its primary activities
[ISO 41011]
3.7
facility management service provider

organisation that provides the client with a cohesive range of facility services within the terms and

conditions of a Facility Management agreement

Note 1 to entry: A Facility Management service provider can be internal or external to the client.

[ISO 41011]
3.8
facility service

support provision to the primary activities of an organisation, delivered by an internal or external

provider

Note 1 to entry: Facility services are services related to Space and Infrastructure and to People and

Organization.
[ISO 41011]
3.9
key performance indicator (KPI)

measure that provides essential information about the performance of facility services delivery

[ISO 41011]
3.10
primary activities

activities that constitute the distinctive and indispensable competencies of an organisation in its value

chain

Note 1 to entry: The distinction between the primary activities and support services is decided by each

organization individually; this distinction has to be continuously updated.
[ISO 41011]
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3.11
primary processes

processes, identified by an organisation, as essential to the provision of a service or product in its value

chain, direct to its customers
[ISO 41011]
3.12
process

set of interrelated or interacting activities, which transforms inputs into outputs

[EN ISO 9000]
3.13
service level

complete description of requirements of a product, process or system with their characteristics

Note The described set of characteristics in the service level can be graded within boundaries suitable for

measurement and analysis.
[ISO 41011 and ISO 41012]
3.14
service level agreement (SLA)

agreement between the client or customer and the service provider on performance, measurement and

conditions of services delivery

Note 1 to entry: A Facility Management agreement consists of general clauses, applicable to the whole

agreement, and SLA specific clauses, only applicable to a facility service. In a Facility Management agreement

several SLAs are included.
[ISO 41011 and ISO 41012]
3.15
sub process
discrete process operating within the bounds of another broader process
3.16
system
entity of interrelated processes, technologies or (business-) structures
4 Principles of Facility Management processes
4.1 General

This section summarizes a set of underlying principles that have been applied in developing the

guidance on Facility Management processes and have been used consistently in the ISO 41010 and the

EN 15221 series of standards.
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4.2 Summary

a) FM processes are triggered by changes on every level of the organization (requests for change by

end-user, customers and clients). In addition, the outputs of processes may also trigger the starting

of other processes. A process has a specific acknowledged starting point (with inputs) and a

definite end point (outputs);

b) a process consists of inputs, process activities and creates outputs. The output could be a delivered

facility service, a standardized facility product but for example also a negotiated contract, a

completed invoice or a final decision (which then may be an input for another process). The

outcome of a process is the satisfaction of requirements;

c) a process is a set of activities which plan, prepare, do, evaluate, check and report the process;

d) these activities are carried out in execution of identified responsibilities;

e) a process is described as the workflow of the activities carried out, checking the quality,

supervision of the process (including the response to defaults), and evaluation of the quality of the

outputs;
f) FM processes are linked to the demand of the organization;
g) demands may arise at the strategic, tactical and operational level;
h) these demands that are identified are transformed into FM requirements;

i) inputs into the FM processes are tangible assets, resources, data/information and conditions;

j) outputs from FM processes are facilities, decisions, proposals, data/information and results;

k) FM processes influence the effectiveness of the primary processes;

l) FM processes can be triggered by changes on every level of the organization (requests for change

by end users, customers and clients).It might be helpful to use the PDCA Cycle for controlling and

managing quality;
m) processes should be continuously improved.
4.3 Basic principles

The description of basic principles in this section of the standard connects a variety of different aspects

like general management concepts and principles with the content and construction of processes in

Facility Management. It will indicate the different levels, it will also show the interfaces between single

processes and introduces the systematic application of process thinking in this field.

Consistent with ISO 41011 and ISO/TR 41013, the process approach in this standard is derived from

the ISO Guidance on the Concept and Use of the Process Approach for management systems applied

specifically to the field of Facilities Management.
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Figure 1 — Generic process

A key principle in this guidance refers to the output of processes as the satisfaction of the demands of

the primary processes.

Guidance on how to define, achieve and measure quality in facility management is found in EN 15221-3.

The classification of process inputs and outputs is to be found in EN 15221-4.

The user of the standard will be guided from a detailed level (4.5 Structure of FM processes) to a

general overview of processes (in Clause 5) and get an indication of relations and influences of the

processes in Facility Management. Although many other aspects would also show important aspects,

this section has the aim to provide a useful depth and broadness of the basic principles.

The relevance of the single processes varies according to the context of the organization (and its

primary processes) in which these processes are applied. An industrial environment, for instance, may

place an emphasis on operations and maintenance processes, in contrast to an administrative

environment, although both might happen in the same organization. In the same way, the status of an

organization (expanding, stagnating and shrinking) will impact on processes, as cost reduction,

reduction of usable space or maintenance strategies. Therefore, it is crucial to stress that the principles

of processes should be seen in the context of the overall processes of an organization. They are

considered within the relationship between the organization and Facility Management and are shown,

in the standard, as embedded in the FM Scope, key concepts and benefits of ISO/TR 41013

4.4 Facility management processes
4.4.1 General

The basis of the standardization of processes is the FM-scope of ISO/TR 41013 on one hand, and the

classification of facility products on the other (EN 15221-4). The FM scope defines and describes

demands of primary processes and supply by internal workforce or external providers. Connectivity

and coordination is required at 3 levels – the strategic, tactical and operational level.

Processes are sets of activities, with a specific order of these activities (workflow), a starting point and

end points and clearly defined inputs and required outputs. Processes have to be set up for the specific

circumstances and requirements of an organization.
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4.4.2 Standardized facility products

EN 15221-4 sets up a new approach to the structure of facility services by forming a defined set of

hierarchically structured facility services called standardized facility products.

The classification identifies a product in a hierarchy. For a given organization or a given provider

respectively facility products should be classified according to the standard. There is no necessity to

demand or supply the complete range of products.

The classification structure covers all 3 levels. The “facility product” on the strategic level is called FM

strategic integration and contains the integration of all purchased and used or consumed facility

products of an organization. It is considered as integration and not just a bundle of facility products.

At the tactical level, space and infrastructure and the integration for people and organization are

integrated.

At the operational level, there are standardized products. The classification is just an identification

code; there is no standardization in terms of internal quality or quantity of the facility product for both,

the provider and the purchasing and using or consuming organization.
4.5 Structure of FM Processes
4.5.1 General

According to EN ISO 9001:2008, processes consist of inputs, the workflow and outputs. In guidance on

the concept and use of the process approach for management systems the outputs, as a result of the

processes, are considered as satisfied requirements.
4.5.2 Process structure

The starting points in describing a process are the required inputs. When these inputs are available and

the required conditions and triggers are in place and the planning and preparation is fulfilled, the

workflow starts. The output is created at the end of the workflow. In Facility Management, these inputs

are tangible assets (equipment, desks, buildings, etc.), resources (manpower, energy, space and

data/information) as well as certain conditions (status of operation, cleanliness etc.), which trigger

different processes or sub-processes.

The workflow of an FM process consists of a logical sequence of activities linked to various elements

(capacities, competences), triggers (initiating pulses, conditions, results of other processes), events,

data, workflow structures and sub-processes. In order to achieve the outputs effectively, the workflow

has to incorporate responses to faults, failures and interruptions. When executed, a process has a

defined status and may trigger other processes.

The whole process and workflows, for the use of the inputs and achievement of requirements, needs to

be managed effectively and efficiently. The FM processes, managed by workflows, produce outputs

which are measurable FM products.
4.5.3 Process inputs

Looking at the various inputs, it is evident that certain processes contain different facilities, on which

the process will be carried out.

In Facility Management, these inputs are, for example, tangible assets (equipment, desks, buildings,

etc.), resources (manpower, energy, space and data/information) as well as certain conditions (status of

operation, cleanliness etc.), which trigger different processes or sub-processes.

Basic examples are shown in Clause 5 to give an indication of the process inputs. As an example, the

technical equipment of a building is the input for the operations and maintenance processes, the data

and even results of former maintenance activities add more inputs to the maintenance process. The

required resources are the necessary manpower, the handling materials, which are needed and the

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energy for the technical equipment. Conditions can be summarized as the required framework, such as

the timeframe in which a maintenance task can be executed, the operating status or age of the

equipment or the age, which also impacts on setting up a maintenance plan and its implementation.

4.5.4 Process workflow

Process activities are actions performed by specific actors, usually persons, in the planned order to

reach the target outcome. These activities have to take place in a logical sequence, called the workflow.

The optimum way of executing the activities is planned bef
...

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