CEN/TC 348 - Facility management

This document provides a broad societal context for facility management (FM) to inspire organizations that wish to:
—     establish and improve a sustainable integrated FM system;
—     embrace the wide-ranging and positive contribution that FM makes in managing the built environment;
—     support the United Nations (UN) Sustainable Development Goals (SDGs).
This document provides a non-exhaustive contextual introduction to relevant concepts, initiatives and terms that are in common use.
It is acknowledged that the practice of FM internationally is dynamic and diverse, hence this document provides generic information based on current experience without setting out any specific requirements, recommendations or permissions. Organizations are encouraged to make their own enquiries as to the extent this document is applicable to their circumstances.

This document provides an overview of the available facility management (FM) technologies. This document is applicable to facility managers, their teams and their stakeholders. It aligns specifically with ISO/TR 41013, the ISO 19650 series and the ISO 41000 family of standards as part of an integrated framework to achieve FM best practice.
This document outlines various long-term benefits and enhanced value that can be derived progressively by the operators, occupants and owners of facilities, worldwide, via the effective application of technology. This document includes, defines and categorises systems, equipment, methodologies and software applications that are available.
This framework defines how facility managers can understand and integrate digital practice and technologies in the built environment.

This document provides general guidance to organizations on how to plan for, mitigate and/or manage the risks and impacts of an epidemic event to protect facility-related health, safety and well-being.
This document is applicable to all organizations, fully or partially operating, resuming or new to operating.

This document defines terms used in facility management.

This document gives guidance on the ways in which a facility management (FM) organization can influence organizational behaviours to achieve improved facility outcomes, including how it can engage, empower and influence users, service providers and other interested parties with one another for improved outcomes and user experience while interfacing with the built environment.
Consequently, and simultaneously, these behaviours can be harnessed to contribute to the achievement of the demand organization’s objectives and goals in an organizational sense, regardless of the type of organization or built environment involved. This is the fundamental link to the role of FM as defined in ISO 41001.
This document is intended to build upon the requirements in ISO 41001, which adheres to the Plan-Do-Check-Act methodology.
This document is applicable to organizations both large and small.
NOTE 1        For the purposes of this document, the term “organization” refers to the FM organization unless otherwise stated.
NOTE 2        The terms “facility management” and “facilities management” can be used interchangeably.

This document gives guidance on the development of a facility management (FM) policy when the 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 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.

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

ISO/TR 41013:2017 outlines the scope, key concepts and benefits of facility management (FM) and provides a context for the use and application of the terms defined in ISO 41011.

ISO 41012:2017 provides guidance on sourcing and development of agreements in facility management (FM). It highlights:
·         essential elements in FM sourcing processes;
·         FM roles and responsibilities in sourcing processes;
·         development processes and structures of typical agreement models.
ISO 41012:2017 is applicable to:
·         strategic processes related to service and support functions for the core business;
·         development of FM strategies;
·         development of facility service provision agreements covering both public and private service demand and internal and external production/delivery options;
·         development of FM information systems;
·         FM education and research;
·         organization development and business re-engineering processes in major types of working environments (e.g. industrial, commercial, administration, military, healthcare, accommodation).

ISO 41001:2018 specifies the requirements for a facility management (FM) system when an organization:
a)    needs to demonstrate effective and efficient delivery of FM that supports the objectives of the demand organization;
b)    aims to consistently meet the needs of interested parties and applicable requirements;
c)    aims to be sustainable in a globally-competitive environment.
The requirements specified in ISO 41001:2018 are non-sector specific and intended to be applicable to all organizations, or parts thereof, whether public or private sector, and regardless of the type, size and nature of the organization or geographical location.
Annex A provides additional guidance on the use of this document.

This European Standard gives guidelines for performance benchmarking and contains clear terms and definitions as well as methods for benchmarking facility management products and services as well as facility management organisations and operations.
This European Standard establishes a common basis for benchmarking facility management costs, floor areas and environmental impacts as well as service quality, satisfaction and productivity.
This European Standard is applicable to Facility Management as defined in EN 15221-1 and detailed in EN 15221-4.

This European Standard establishes a common basis for planning and design, area and space management, financial assessment, as well as a tool for benchmarking in the field of Facility Management.
This standard covers area and space measurement for existing owned or leased buildings as well as buildings in state of planning or development.
This standard presents a framework for measuring floor areas within buildings and areas outside of buildings. In addition, it contains clear terms and definitions as well as methods for measuring horizontal areas and volumes in buildings and/or parts of buildings, independent of their function.

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.

FM covers and integrates a very broad scope of processes, products / services, activities and facilities. The approach of this standard is to consider the added value provided to the primary activities by adopting a product perspective as recognised by the primary processes or core business in the organisation. This standard therefore introduces the concept of standardised (classified) facility products.
The scope of this standard is to provide taxonomy for FM which includes:
-   relevant interrelationship of elements and their structures in FM;
-   definitions of terms and contents to standardise facility products which provide a basis for cross border trade, data management, cost allocation and benchmarking;
-   a high level classification and hierarchical coding structure for the standardised facility products;
-   expanding the basic FM model given in EN 15221-1 by adding a time scale in the form of the quality cycle called PDCA (Plan, Do, Check, Act);
-   a linkage to existing cost and facilities structures;
-   alignment with the primary activities requirements.
Additional benefits from this standard are:
-   Introducing a client rather than a specifically asset oriented view;
-   harmonisation of different existing national structures (e.g. building cost codes) on an upper level relevant for the organisation and its primary activities.

This European Standard provides a guideline how to measure, achieve and improve quality in FM. It gives complementary guidelines to EN ISO 9000, EN ISO 9001 and EN 15221-2 within the framework of EN 15221 1. The standard provides a link into management methods and management theories.
This European Standard is applicable to:
-   FM in public and private organizations;
-   client organization and service provider relationships;
-   full range of facility products or facility services;
-   both types of service providers in FM (internal and external);
-   all types of working environments (e.g. industrial, commercial, administration, military, healthcare etc.).
This European Standard is applicable to business services (not consumer oriented).
This European Standard does not:
-   replace the quality management systems of the client organization;
-   provide standard forms:
-   for performance and quality management systems (delivering a quality management system);
-   for defining requirements;
-   for a measurement tool;
-   for service level;
-   apply to the certification of the quality system of Facility Management (covered by EN ISO 9001).

This document
-    specifies fundamentals, principles, and processes for Facility Management and provides methods which enable the implementation and use of these within any organization;
-    specifies criteria to support organisational decisions;
-    gives guidance for development and improvement of the FM processes to support and enable the function of the primary activities.
This standard is based on and replaces EN 15221- 3, - 4, - 5 and -7.

This European Standard provides a guideline how to measure, achieve and improve quality in FM. It gives complementary guidelines to EN ISO 9000, EN ISO 9001 and EN 15221-2 within the framework of EN 15221 1. The standard provides a link into management methods and management theories.
This European Standard is applicable to:
-   FM in public and private organizations;
-   client organization and service provider relationships;
-   full range of facility products or facility services;
-   both types of service providers in FM (internal and external);
-   all types of working environments (e.g. industrial, commercial, administration, military, healthcare etc.).
This European Standard is applicable to business services (not consumer oriented).
This European Standard does not:
-   replace the quality management systems of the client organization;
-   provide standard forms:
-   for performance and quality management systems (delivering a quality management system);
-   for defining requirements;
-   for a measurement tool;
-   for service level;
-   apply to the certification of the quality system of Facility Management (covered by EN ISO 9001).

FM covers and integrates a very broad scope of processes, products / services, activities and facilities. The approach of this standard is to consider the added value provided to the primary activities by adopting a product perspective as recognised by the primary processes or core business in the organisation. This standard therefore introduces the concept of standardised (classified) facility products.
The scope of this standard is to provide taxonomy for FM which includes:
-   relevant interrelationship of elements and their structures in FM;
-   definitions of terms and contents to standardise facility products which provide a basis for cross border trade, data management, cost allocation and benchmarking;
-   a high level classification and hierarchical coding structure for the standardised facility products;
-   expanding the basic FM model given in EN 15221-1 by adding a time scale in the form of the quality cycle called PDCA (Plan, Do, Check, Act);
-   a linkage to existing cost and facilities structures;
-   alignment with the primary activities requirements.
Additional benefits from this standard are:
-   Introducing a client rather than a specifically asset oriented view;
-   harmonisation of different existing national structures (e.g. building cost codes) on an upper level relevant for the organisation and its primary activities.

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.

This European Standard establishes a common basis for planning and design, area and space management, financial assessment, as well as a tool for benchmarking in the field of Facility Management.
This standard covers area and space measurement for existing owned or leased buildings as well as buildings in state of planning or development.
This standard presents a framework for measuring floor areas within buildings and areas outside of buildings. In addition, it contains clear terms and definitions as well as methods for measuring horizontal areas and volumes in buildings and/or parts of buildings, independent of their function.

This European standard provides guidance on the preparation of agreements for Facility Management work.
The European standard can be applied to:
-   Both public and private European Common Market cross-border, as well as domestic, client/Facility management agreements or relationships.
-   The whole range of facility services including planning, management, management and service, service and subcontract or operations.
-   Full range of activities associated with any type of working environment (e.g. industrial, commercial, administration, military, health etc.).
This European standard is applicable to services, if they are primarily characterized by the following properties:
-   business to business services;
-   managed by the Facility management service provider;
-   recurrent type of operations;
-   performance oriented;
-   prices or mechanisms to determine prices for services which are closely linked to performance.
In prEN 15222 the main examples of services concerned are listed.
The standard is primarily written for Facility Management agreements between a client and an external Facility Management service provider. However a large part of this standard can be applied to cases where the Facility management service provider is an internal entity within the client's organisation and be very helpful to set up an approach based on Services Level Agreements (SLA).
This standard does not replace any specialized standards related to services within the scope of the Facility Management agreement.
The standard does not:
-   Go into detail concerning the management of environmental issues;
-   Provide standard forms for Facility Management agreements;
-    Determine rights and obligations between client and Facility Management service provider;
-   Detail employment conditions in regard to Facility Management agreements, although such details are extremely important.

This draft European standard gives relevant terms and definitions in the area of Facility Management. It also provides a structure of facility services.

ISO 41011:2017 defines terms used in facility management standards.

This European standard provides guidance on the preparation of agreements for Facility Management work.
This European standard is applicable to:
   Facility Management agreements for both public and private European Union cross-border, as well as domestic, client/Facility Management service provider relationships;
   full range of facility services;
   both types of Facility Management service providers (internal and external);
   all types of working environments (e.g. industrial, commercial, administration, military, health etc.).
This European standard is applicable to services that are primarily characterised by the following properties:
   business to business services;
   managed by the Facility Management service provider;
   recurring type operations greater than a one year duration;
   performance oriented;
   prices or mechanisms to determine prices for services, which are closely linked to performance.
In EN 15221-1 the scope of Facility Management is described.
This standard is primarily written for Facility Management agreements between a client and an external Facility Management service provider. However, a large part of this standard can be applied to cases where the Facility management service provider is an internal entity within the client's organisation and be very helpful to set up an approach based on Services Level Agreements (SLA).
This standard does not replace any specialized standards related to services within the scope of the Facility Management agreement. Applicable standards should be followed.
The standard does not:
   provide standard forms for Facility Management agreements;
   determine rights and obligations between the client and the Facility Management service provider;
   detail employment conditions in regard to Facility Management agreements, although such details are extremely important;
give detail concerning the management of environmental issues.

This European standard gives relevant terms and definitions in the area of Facility Management. It also provides insight into the scope of Facility Management.