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1、BRITISH STANDARD BS EN 15221-1:2006 Facility Management Part 1: Terms and definitions The European Standard EN 15221-1:2006 has the status of a British Standard ICS 01.040.03; 91.040.01; 01.040.91; 03.080.99 ? Licensed Copy: London South Bank University, London South Bank University, Thu Mar 01 06:2
2、5:49 GMT+00:00 2007, Uncontrolled Copy, (c) BSI BS EN 15221-1:2006 This British Standard was published under the authority of the Standards Policy and Strategy Committee on 28 February 2007 BSI 2007 ISBN 978 0 580 50250 7 National foreword This British Standard was published by BSI. It is the UK imp
3、lementation of EN 15221-1:2006. The UK participation in its preparation was entrusted to Technical Committee FMW/1, Facility management. A list of organizations represented on FMW/1 can be obtained on request to its secretary. While BSI Committee FMW/1 takes collective responsibility for its prepara
4、tion the committee wishes to acknowledge the personal contributions of: the chairman, Stan Mitchell; Bernard Heys (BIFM); Les Mitchell (CIBSE); Jeff Wilson (CIOB); Paul Baldieri (Johnson Controls); Keith Alexander (Salford University); and Christopher Hedley (OPD). This publication does not purport
5、to include all the necessary provisions of a contract. Users are responsible for its correct application. Compliance with a British Standard cannot confer immunity from legal obligations. Amendments issued since publication Amd. No. DateComments Licensed Copy: London South Bank University, London So
6、uth Bank University, Thu Mar 01 06:25:49 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 15221-1 October 2006 ICS 01.040.03; 91.040.01; 01.040.91; 03.080.99 English Version Facility Management - Part 1: Terms and definitions Facilities management - Par
7、tie 1 : Termes et dfinitionsFacility Management - Teil 1: Begriffe This European Standard was approved by CEN on 18 September 2006. 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 stan
8、dard without any alteration. Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the Central Secretariat or to any CEN member. This European Standard exists in three official versions (English, French, German). A version in any other l
9、anguage made by translation under the responsibility of a CEN member into its own language and notified to the Central Secretariat has the same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, Franc
10、e, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR
11、NORMUNG Management Centre: rue de Stassart, 36 B-1050 Brussels 2006 CENAll rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 15221-1:2006: E Licensed Copy: London South Bank University, London South Bank University, Thu Mar 01 06:25:49 GMT+0
12、0:00 2007, Uncontrolled Copy, (c) BSI EN 15221-1:2006 (E) 2 Contents Page Foreword3 Introduction.4 1 Scope 5 2 Terms and definitions .5 3 Scope of Facility Management.7 Annex A (informative) Facility Management model .8 A.1 General8 A.2 Organisation.8 A.3 Demand and supply.9 A.4 Levels of interactio
13、n (strategic, tactical, operational) .9 A.5 Conclusion .10 Annex B (informative) Scope of Facility Management.11 B.1 General11 B.2 Space this distinction has to be continuously updated. 2.15 service level agreement (SLA) agreement between the client or customer and the service provider on performanc
14、e, measurement and conditions of services delivery NOTE 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. 2.16 service provider
15、 organisation that is responsible for the delivery of one or more facility services NOTE A service provider can be internal or external to the clients organisation. 2.17 supplier provider of a facility service or a product Licensed Copy: London South Bank University, London South Bank University, Th
16、u Mar 01 06:25:49 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 15221-1:2006 (E) 7 3 Scope of Facility Management Facility Management covers and integrates a very broad scope of processes, services, activities and facilities. The distinction between the primary activities and support services is dec
17、ided by each organisation individually. Annex B illustrates the relation between facility services and other support services. The field of Facility Management can be grouped around client demands, which can be summarised under two main headings: Space and Infrastructure; People and Organisation. Th
18、e intended focus on demand is to underline the client orientation of Facility Management. For each type of client demand, Annex B provides examples of services that respond to these demands to illustrate the scope of Facility Management. Due to the complexity and the changing markets, client demands
19、 are subject to change. The basic concept of Facility Management is to provide integrated management on a strategic and tactical level to coordinate the provision of the agreed support services (facility services). This requires specific competencies and distinguishes Facility Management from the is
20、olated provision of one or more services. Licensed Copy: London South Bank University, London South Bank University, Thu Mar 01 06:25:49 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 15221-1:2006 (E) 8 Annex A (informative) Facility Management model A.1 General Annex A presents the Facility Manageme
21、nt model which provides a framework describing how Facility Management supports the primary activities of an organisation. It deals with the demand and supply relationship and presents the different levels of possible Facility Management interaction. Figure A.1 Facility Management Model A.2 Organisa
22、tion An organisation relies on its primary processes in order to achieve its strategic objectives. Changing market forces and developments from legislation, technology and mergers constantly influence these processes. These changes shall be managed and structured in strategic, tactical and operation
23、al levels, in order to remain viable and compliant to changing demands. Licensed Copy: London South Bank University, London South Bank University, Thu Mar 01 06:25:49 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 15221-1:2006 (E) 9 The support processes, which can be delivered by internal or externa
24、l service providers, have a direct impact on the efficiency and effectiveness of the primary activities. The distinction between primary activities and facility services is decided by each organisation individually; this distinction has to be continuously updated. The organisation is made up of clie
25、nt, customer and end user. Its the responsibility of the client to procure the required facility services, whereas the customer specifies and orders the delivery of these services within the conditions of a Facility Management agreement. On an operational level, the end users receive these support s
26、ervices where appropriate. A.3 Demand and supply Facility Management aims at balancing demand and supply inside an organisation in order to reach the optimized mix between requirements/service levels and capabilities/constraints/costs: Demand: internal requirement of the primary activities for facil
27、ity services (space policymaking, elaborating guidelines for space, assets, processes and services; active input and response; initiating risk analysis and providing the direction to adapt changes in the organisation; initiating service level agreements (SLAs) and monitoring key performance indicato
28、rs (KPIs); managing the impact of facilities on the primary activities, external environment and community; maintaining relations with authorities, lessees and tenants, strategic partners, associations etc.; supervision of the Facility Management organisation. Licensed Copy: London South Bank Univer
29、sity, London South Bank University, Thu Mar 01 06:25:49 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 15221-1:2006 (E) 10 Tactical level: to implement the strategic objectives in the organisation in the medium term through: implementing and monitoring guidelines for strategies; developing business p
30、lans and budgets; translating Facility Management objectives into operational level requirements; defining SLAs and interpreting KPIs (performance, quality, risk and value); monitoring compliance to laws and regulations; managing projects, processes and agreements; managing the Facility Management t
31、eam; optimising the use of resources; adapting to and reporting on changes; communicating with internal or external service providers on a tactical level. Operational level: to create the required environment to the end users on a day-to-day basis through: delivering services in accordance with the
32、SLA; monitoring and checking the service delivery processes; monitoring the service providers; receiving requests for service e.g. via a help desk or service line; collecting data for performance evaluations, feedback and demands from end users; reporting to tactical level; communicating with intern
33、al or external service providers on an operational level. A.5 Conclusion Effective Facility Management will: foster integration of the different service processes; streamline the link between the strategic, tactical and operational levels; ensure consistent communication (bottom up and top down); de
34、velop and cultivate the relationship and partnership between clients/end users and suppliers/service providers; support the connection between historical facts, current tasks and future requirements. With the use of the Facility Management model, the practitioners will evolve and shape the future of
35、 Facility Management. Licensed Copy: London South Bank University, London South Bank University, Thu Mar 01 06:25:49 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 15221-1:2006 (E) 11 Annex B (informative) Scope of Facility Management B.1 General Figure B.1 Scope of Facility Management Licensed Copy:
36、 London South Bank University, London South Bank University, Thu Mar 01 06:25:49 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 15221-1:2006 (E) 12 The terms used in this standard are based on common business process models with primary activities and support services. The primary activities need to
37、be defined by each organisation individually. Facility Management aims at integrating and coordinating some support services, which then become facility services. Inputs to the facility processes are facilities (tangible assets) and activities. The output of these processes supports the primary acti
38、vities. By integrating and coordinating facility processes, Facility Management improves the effectiveness of the primary activities. Examples of the scope of Facility Management The following description of the scope of services is given by way of example and is not in any order of priority. The de
39、scription does not claim to be exhaustive. The examples are a selection from a larger list of terms found in standards and guidelines in the area of Facility Management. They are grouped around basic client demands, which can be summarised under the two main headings “Space programming and briefing;
40、 design and construction; lease and occupancy management; building operations and maintenance; renovation and/or refurbishment; Workplace: client demand for a working environment (workplace) is satisfied by services related to internal and external environments, fitting out with furniture, equipment
41、 and tenants. Examples of services related to this demand are: workplace design and ergonomics; selection of furniture, machinery and equipment; move management; equip internal and external environment; signage, decorations, partitions and furniture replacement; Licensed Copy: London South Bank Univ
42、ersity, London South Bank University, Thu Mar 01 06:25:49 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 15221-1:2006 (E) 13 Technical infrastructure: client demand for utilities (technical infrastructure) is satisfied by services resulting in a comfortable climate, lighting/ shading, electrical powe
43、r, water and gas. Examples of services related to this demand are: energy/utilities management; environmental sustainability management; technical infrastructure operations and maintenance; building management systems operations and maintenance; lighting maintenance; management of waste (hazardous)
44、disposal; Cleaning: client demand for hygiene and cleanliness (cleaning) is satisfied by services that maintain a proper working environment and help maintain the assets in good condition. Examples of services related to this demand are: hygiene services; workplace cleaning, machinery cleaning; buil
45、ding fabric and glass cleaning; cleaning equipment provision outdoor space cleaning and winter services; Other space fitting out with machinery and equipment; retail unit space management; Licensed Copy: London South Bank University, London South Bank University, Thu Mar 01 06:25:49 GMT+00:00 2007,
46、Uncontrolled Copy, (c) BSI EN 15221-1:2006 (E) 14 B.3 People security management; access control, I.D./smart cards, locks and key holding; disaster planning and recovery; fire safety and protection; Hospitality: client demand for hospitality is satisfied by services providing a hospitable working en
47、vironment makes people feel welcome and comfortable. Examples of services related to this demand are: secretarial and reception services; help desk services; catering and vending; organisation of conferences, meetings and special events; personal services; provision of work wear; ICT: client demand
48、for information and communication (ICT) is satisfied by services providing information and telecommunication technologies. Examples of services related to this demand are: Data and telephone network operations Data centre, server hosting and operations Personal computer support IT security and prote
49、ction Computer and telephone connections and moves Licensed Copy: London South Bank University, London South Bank University, Thu Mar 01 06:25:49 GMT+00:00 2007, Uncontrolled Copy, (c) BSI EN 15221-1:2006 (E) 15 Logistics: client demand for logistics is satisfied by services concerned with the transport