SIST EN ISO 41014:2020
(Main)Facility management - Development of facility management strategy (ISO 41014:2020)
Facility management - Development of facility management strategy (ISO 41014:2020)
See ISO/TC 267 N 198 which defines the scope as:
"The standard will outline the ways in which facility managers can influence significantly the main decision makers of their demand organization and can establish communication with them regarding the role of FM on the long term. It will also show techniques and principles to derive the FM Strategy from the Core Business Strategy. The main goal of the standard is to help its users to set up a new FM Strategy, therefore this document describes in detail the content and the steps to elaborate the FM Strategy. It also shows principles for considering different future scenarios and possible risks and the way to find the most likely scenario."
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 de la 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
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.
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SIST EN ISO 41014:2020
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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.
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SIST EN ISO 41014:2020
EN ISO 41014:2020 (E)
Contents Page
European foreword . 3
2
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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.
3
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SIST EN ISO 41014:2020
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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
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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
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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
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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
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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
...
SLOVENSKI STANDARD
oSIST prEN ISO 41014:2020
01-april-2020
Upravljanje objektov in storitev - Razvoj strategije upravljanja objektov (ISO/DIS
41014:2020)
Facility management - Development of facility management strategy (ISO/DIS
41014:2020)
Facility Management - Entwicklung einer Facility Management Strategie (ISO/DIS
41014:2020)
Facility management - Élaboration de la stratégie de facility management (ISO/DIS
41014:2020)
Ta slovenski standard je istoveten z: prEN ISO 41014
ICS:
03.080.10 Vzdrževalne storitve. Maintenance services.
Upravljanje objektov Facilities management
oSIST prEN ISO 41014:2020 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
---------------------- Page: 1 ----------------------
oSIST prEN ISO 41014:2020
---------------------- Page: 2 ----------------------
oSIST prEN ISO 41014:2020
DRAFT INTERNATIONAL STANDARD
ISO/DIS 41014
ISO/TC 267 Secretariat: BSI
Voting begins on: Voting terminates on:
2020-01-27 2020-04-20
Facility management — Development of facility
management strategy
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 41014:2020(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 2020
---------------------- Page: 3 ----------------------
oSIST prEN ISO 41014:2020
ISO/DIS 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
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2020 – All rights reserved
---------------------- Page: 4 ----------------------
oSIST prEN ISO 41014:2020
ISO/DIS 41014:2020(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms, definitions and abbreviations . 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 Structure . 7
4.1.2 Human capital . 7
4.1.3 Value system and organizational culture . 7
4.1.4 Management style . 8
4.2 Governance . 8
4.2.1 Ownership and use . 8
4.2.2 Leadership . 8
4.2.3 Regulation and compliance . 8
4.2.4 Policy and procedures . 8
4.2.5 Maturity of activities, processes and systems . 9
4.3 Context . 9
4.3.1 Business strategy . 9
4.3.2 Objectives, needs, constraints and value drivers .10
4.3.3 Measuring success .10
4.3.4 Performance metrics .11
4.3.5 Markets and competitive analysis .11
4.3.6 Relationship between core and non-core activities .11
4.3.7 Target operating model .11
4.3.8 Current and planned non-core activities .12
4.3.9 Targets for improvement .12
4.3.10 Information and communication technology .12
4.3.11 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 Nature of facilities .14
5.1.2 Sustainable space provision .18
5.2 Maturity of FM .18
5.2.1 Current competences .18
5.2.2 Targets for improvement .19
5.3 Briefing for refurbished or new facilities .19
5.4 Stakeholders .20
5.4.1 Facility users .20
© ISO 2020 – All rights reserved iii
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oSIST prEN ISO 41014:2020
ISO/DIS 41014:2020(E)
5.4.2 Level of specification .20
5.5 Accessibility, inclusiveness and equalities .21
5.6 Functional requirements .21
5.7 Scope of services .21
5.7.1 Technical services .21
5.7.2 Business support .21
5.7.3 Integrator model .22
5.8 Service specifications .22
5.9 Outputs and targets .22
5.9.1 Environmental performance .22
5.9.2 Social performance .23
5.9.3 Economic performance .23
5.10 Service levels .23
5.11 Service delivery options .23
5.12 Sourcing .24
5.12.1 Internal service provision .25
5.12.2 External service provision .25
5.13 Innovations in service delivery .25
5.14 Market audit .25
5.15 V erification and feedback .26
6 Formulating the FM strategy .26
6.1 Compiling the strategy .26
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 .29
7.1 Monit oring and control of performance .29
7.2 Performance indicators .29
7.3 Performance measurement.29
7.4 Performance review .29
7.5 Corrective actions .30
7.6 Feedback and lessons learned .30
8 Improving outcomes .30
8.1 Applying lessons learned .30
8.2 Reassessing outputs and targets .31
8.3 Updating the FM strategy .31
8.4 Updating the FM policy .31
Annex A (informative) Abbreviated terms (alphabetical) .32
Annex B (informative) Threats and opportunities (examples) .34
Annex C (informative) Factors affecting business strategy (examples) .36
Annex D (normative) FM Requirements .38
Annex E (informative) FM Strategy (example) .40
Bibliography .42
iv © ISO 2020 – All rights reserved
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oSIST prEN ISO 41014:2020
ISO/DIS 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, Working
Group 4.
This is the first edition.
A list of all parts in the ISO 410XX 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.
© ISO 2020 – All rights reserved v
---------------------- Page: 7 ----------------------
oSIST prEN ISO 41014:2020
ISO/DIS 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 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).
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 A demand organization is an entity which has a need and the authority to incur costs to have
requirements met (see ISO 41011); for example, 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 organization for this purpose, a person (or body) should be appointed
to take an active role in developing the strategy for FM.
ISO 41001 makes reference to a strategy for FM and sets this in the context of a facility management
(FM) management system.
The benefits of developing a strategy for FM include:
— improved understanding of the demand organization’s objectives, needs and constraints and an
appropriate approach to FM and facility services;
— reduced likelihood of a disconnect between the demand organization’s objectives and needs and the
means to support them;
— alignment between FM requirements and the demand organization’s core business activities;
— improved efficiency in the management of FM in general and in the delivery of facility services in
particular;
— consistent management practices from a methodology for developing a strategy for FM that is
transparent, reproducible and measurable;
— a baseline for measuring improvement in the operational effectiveness of FM and its contribution to
the core business of the demand organization;
— contribution to the cost-efficiency of the demand organization and, where applicable, its
competitiveness;
— contribution to sustainability through the more efficient use of scarce resources.
This document is intended to fill a gap in the current provision of guidance to enable the most
appropriate approach to FM and facility services to be determined. The aim is to promote awareness,
competence development and expertise in the FM organization by providing strategic advice on the
decisions affecting the management of the facilities and/or the delivery of facility services.
vi © ISO 2020 – All rights reserved
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oSIST prEN ISO 41014:2020
ISO/DIS 41014:2020(E)
Specifically, this document is applicable to any FM organization that wishes to:
— utilize a methodology for developing a strategy for FM;
— assure itself of the alignment of the FM strategy with the core business strategy of the demand
organization;
— demonstrate conformity with this document by:
— making a self-determination and self-declaration;
— seeking confirmation of its conformity by parties having an interest in the FM organization;
— seeking confirmation of its self-declaration by a party external to the FM organization.
This document cannot be used for certification purposes but does provide guidance for internal or
external audit programmes. Users of this document can compare practices for developing a strategy
for their FM with an internationally recognised 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 should
consider when developing a strategy for FM. It promotes a methodology to assist the FM organization in
determining the most appropriate approach to, and arrangements for, the development of a strategy as
a basis for the subsequent implementation of tactical and operational FM requirements to support the
demand organization’s core business, primarily its business activities.
This document emphasizes the decisions, activities, information, data and stakeholders that have to be
coordinated into a manageable process for the development of a strategy for FM and the stages within
it, including:
— understanding the demand organization: context, governance, risk management and strategic
alignment (see Clause 4);
— developing FM requirements: interest in facilities, maturity of FM, stakeholders, priorities,
functional requirements, services, delivery options and sourcing (see Clause 5);
— formulating the FM strategy: compiling the strategy, its format and content, budgetary requirements,
procurement, communication, feedback and implementation (see Clause 6);
— managing performance: monitoring and control, performance indicators, measurement, review,
corrective actions and lessons learned (see Clause 7);
— improving outcomes: applying lessons learned, reassessing outputs and targets, updating the
strategy and policy (see Clause 8).
When adopting a process approach to the development of a strategy, it can be helpful to consider three
phases: analysis, solution and implementation. These are covered by Clause 4, Clause 5 and Clauses 6-8
respectively.
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 strategy in line with the objectives,
needs and constraints of the demand organization’s core business and the type, size, complexity,
condition and geographical location of its facilities.
Similarly, the re
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