BS EN 15221-7-2012 Facility Management Guidelines for Performance Benchmarking《设施管理 效能基准指南》.pdf

1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI Standards PublicationFacility ManagementPart 7: Guidelines for Performance BenchmarkingBS EN 15221-7:2012National forewordThis British Standard is the UK implementation of EN 15221-7:2012.The UK part

2、icipation in its preparation was entrusted to Technical CommitteeFMW/1, Facilities management.A list of organizations represented on this committee can be obtained on request to its secretary.This publication does not purport to include all the necessary provisions of a contract. Users are responsib

3、le for its correct application. The British Standards Institution 2012Published by BSI Standards Limited 2012 ISBN 978 0 580 74089 3 ICS 03.080.99; 91.140.01Compliance with a British Standard cannot confer immunity from legal obligations.This British Standard was published under the authority of the

4、 Standards Policy and Strategy Committee on 30 November 2012.Amendments issued since publicationAmd. No. Date Text affectedBRITISH STANDARDBS EN 15221-7:2012EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 15221-7 October 2012 ICS 03.080.99; 91.140.01 English Version Facility Management - Part 7

5、: Guidelines for Performance Benchmarking Facilities management - Partie 7: talonnage comparatif de performance Facility Management - Teil 7: Leitlinien fr das Leistungs-Benchmarking This European Standard was approved by CEN on 4 August 2012. CEN members are bound to comply with the CEN/CENELEC Int

6、ernal 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 an

7、y 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 v

8、ersions. 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, Norwa

9、y, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centre: Avenue Marnix 17, B-1000 Brussels 2012 CEN All rights of exploitation in an

10、y form and by any means reserved worldwide for CEN national Members. Ref. No. EN 15221-7:2012: EBS EN 15221-7:2012EN 15221-7:2012 (E) 2 Contents Page Foreword 4g3Introduction .5g31g3 Scope 7g32g3 Normative references 7g33g3 Terms, definitions and abbreviations 7g33.1g3 Terms and definitions .7g33.2g

11、3 Abbreviations .8g34g3 Benchmarking types .9g34.1g3 General 9g34.2g3 Benchmarking content . 10g34.2.1g3 General . 10g34.2.2g3 Strategic benchmarking . 10g34.2.3g3 Process benchmarking 10g34.2.4g3 Performance benchmarking 10g34.3g3 Benchmarking measure . 11g34.3.1g3 General . 11g34.3.2g3 Quantitativ

12、e benchmarking . 11g34.3.3g3 Qualitative benchmarking 11g34.3.4g3 Combination benchmarking 11g34.4g3 Benchmarking comparator 11g34.4.1g3 General . 11g34.4.2g3 Internal benchmarking . 12g34.4.3g3 Competitor benchmarking (sector benchmarking) . 12g34.4.4g3 Cross-sector benchmarking 12g34.5g3 Benchmark

13、ing domain . 12g34.5.1g3 General . 12g34.5.2g3 Local benchmarking . 12g34.5.3g3 National benchmarking 13g34.5.4g3 International benchmarking . 13g34.6g3 Benchmarking frequency . 13g34.6.1g3 General . 13g34.6.2g3 One-off benchmarking . 13g34.6.3g3 Periodic benchmarking 13g34.6.4g3 Continuous benchmar

14、king 13g35g3 Benchmarking outputs . 14g35.1g3 General . 14g35.2g3 Financial benchmarks 14g35.2.1g3 General . 14g35.2.2g3 Primary financial ratios 14g35.2.3g3 Secondary financial ratios . 14g35.2.4g3 Tertiary financial ratios 14g35.3g3 Spatial benchmarks 15g35.3.1g3 General . 15g35.3.2g3 Primary spat

15、ial ratios . 15g35.3.3g3 Secondary spatial ratios 15g35.4g3 Environmental benchmarks . 15g35.4.1g3 General . 15g35.4.2g3 Primary environmental ratios 15g35.4.3g3 Primary energy ratios . 15g35.4.4g3 Primary water ratios . 15g3BS EN 15221-7:2012EN 15221-7:2012 (E) 3 5.4.5g3 Primary waste ratios . 16g3

16、5.4.6g3 Other environmental scores . 16g35.5g3 Service quality benchmarks . 16g35.5.1g3 General . 16g35.5.2g3 Primary service quality scores 16g35.5.3g3 Secondary service quality scores . 16g35.6g3 Satisfaction benchmarks 16g35.6.1g3 General . 16g35.6.2g3 Primary satisfaction scores . 17g35.6.3g3 Se

17、condary satisfaction scores 17g35.7g3 Productivity benchmarks . 17g35.7.1g3 General . 17g35.7.2g3 Primary productivity scores . 17g36g3 Benchmarking process . 18g36.1g3 General . 18g36.2g3 Preparing phase 19g36.2.1g3 General . 19g36.2.2g3 Set objectives (purpose and scope) 19g36.2.3g3 Define methodo

18、logy (indicators and benchmarks) . 19g36.2.4g3 Select partners (peers and code of conduct) . 19g36.3g3 Comparing phase 20g36.3.1g3 General . 20g36.3.2g3 Collect data (collect and validate) . 20g36.3.3g3 Analyse data (determine and normalise) 20g36.3.4g3 Determine gaps (compare and explain) 20g36.3.5

19、g3 Report findings (communicate and discuss) . 21g36.4g3 Improving phase 21g36.4.1g3 General . 21g36.4.2g3 Develop action plan (tasks and milestones) 21g36.4.3g3 Implement plan (change and monitor) 21g36.4.4g3 Process review (review and recalibrate) . 21g3Annex A (normative) Performance data . 22g3A

20、nnex B (normative) Collecting contextual data . 25g3Annex C (normative) Collecting financial data 26g3C.1g3 General . 26g3C.2g3 General accounting rules . 26g3C.3g3 Rented versus owned buildings 26g3Annex D (normative) Collecting spatial data . 33g3D.1g3 General . 33g3D.2g3 General spatial rules . 3

21、3g3Annex E (normative) Collecting environmental data 35g3Annex F (normative) Collecting service quality data 48g3Annex G (normative) Collecting satisfaction data 55g3Annex H (informative) Inherent complications and risks . 62g3Annex I (informative) Benchmarking examples . 64g3Bibliography 68g3BS EN

22、15221-7:2012EN 15221-7:2012 (E) 4 Foreword This document (EN 15221-7:2012) has been prepared by Technical Committee CEN/TC 348 “Facility Management”, the secretariat of which is held by NEN. This European Standard shall be given the status of a national standard, either by publication of an identica

23、l text or by endorsement, at the latest by April 2013, and conflicting national standards shall be withdrawn at the latest by April 2013. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN and/or CENELEC shall not be held respons

24、ible for identifying any or all such patent rights. The present standard is divided into the following parts: Part 1: Terms and definitions; Part 2: Guidance on how to prepare Facility Management agreements; Part 3: Guidance on quality in Facility Management; Part 4: Taxonomy, Classification and Str

25、uctures in Facility Management; Part 5: Guidance on Facility Management processes; Part 6: Area and Space Measurement in Facility Management; Part 7: Guidelines for Performance Benchmarking (the present document). According to the CEN/CENELEC Internal Regulations, the national standards organisation

26、s of the following countries are bound to implement this European Standard: 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,

27、Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. BS EN 15221-7:2012EN 15221-7:2012 (E) 5 Introduction Effective delivery of Facility Management support is a critical component in the working of most organisations. It impac

28、ts on the organisations own ability to deliver consistent products and services, supports the core business and can be a component in achieving competitive advantage. However, effectiveness and efficiency in Facility Management have been notoriously difficult to assess because there have been no com

29、mon methodology and no standard data collection methods. This standard on Performance Benchmarking, along with others in the EN 15221 series, is a major step forward in addressing those gaps. Benchmarking is part of a process which aims to establish the scope for, and benefits of, potential improvem

30、ents in an organisation through systematic comparison of its performance with that of one or more other organisations. It is a tool in common use across industries worldwide, but has often been misused and misunderstood within Facility Management. Benchmarking is often associated with the term best

31、practice. Comparison with the best company or process within an industry is one of the most intelligent ways to improve ones own performance. Best practice can refer to adequate outcomes at the lowest cost, but this is not always the case. It can also refer to the best possible outcome, or the speed

32、iest process, or the one with the least environmental impact. What is common to all these is that no judgement on where ones organisation stands can be made without a valid comparison. Before starting an FM Benchmarking operation, it is highly recommended to clearly position it regarding to the four

33、 main aspects presented just below and then use the content of this standard to prepare and perform the benchmarking operation. This standard takes as a starting point the idea that Benchmarking can take very different forms depending on four aspects: a) The perspective of the initiator performing t

34、he benchmarking process: 1) customer or consumer of FM services; 2) internal or provider of FM services; b) The objectives of the benchmarking process set by the initiator. These objectives are usually linked. They might include the following broad categories of objectives, which are set out in more

35、 detail in the standard: 1) find new ideas; 2) get data to prepare a main decision or to resolve disputes; 3) to reduce costs while maintaining a similar service level received or provided; 4) improve the service level received or provided while maintaining similar costs; 5) improve the use of resou

36、rces; c) The point in time at which the organisation is considering performing an FM benchmarking operation; d) The benchmarking sample used for comparison, mostly: 1) Similar sector of primary activities, where comparisons are easier; 2) Other sectors of primary activities where the interest is mai

37、nly to find possible improvements. BS EN 15221-7:2012EN 15221-7:2012 (E) 6 Financial comparisons can be an appropriate basis for a benchmarking process as quantitative data are often more easy to reach and more easy to relate to than qualitative data. Historically most benchmarking in Facility Manag

38、ement has focused on this kind of “hard” data. However, what one can learn from quantitative data may be limited. This standard therefore tries to establish Performance Benchmarking as a data comparison method to support development and learning processes through some types of qualitative knowledge

39、sharing. This standard seeks to simplify a notoriously complex process. Until now, benchmarking projects have often been confused, over-ambitious, and lacking in effective data analysis. By establishing a coherent and comprehensive process for benchmarking, along with useable and logical comparators

40、, and by clarifying the many pitfalls in the comparison process, this standard provides practising facility managers with a range of key indicators to identify areas in which there might be a need to improve the performance of their own team, their supply chain, or the entire organisation in which t

41、hey work. It is this coherent approach within the EN 15221 series which supports the basis of the Benchmarking standard. It is hoped that this platform will, in a short time, lead to a demand for more commonality in reporting of a range of comparators financial, quality, and so on which will make th

42、e work of facility managers more easy, and more easily understood by the organisation for which they work. BS EN 15221-7:2012EN 15221-7:2012 (E) 7 1 Scope This European Standard gives guidelines for performance benchmarking and contains clear terms and definitions as well as methods for benchmarking

43、 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

44、European Standard is applicable to Facility Management as defined in EN 15221-1 and detailed in EN 15221-4. 2 Normative references The following documents, in whole or in part, are normatively referenced in this document and are indispensable for its application. For dated references, only the editi

45、on cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. EN 15221-1:2006, Facility Management Part 1: Terms and definitions EN 15221-4:2011, Facility Management Part 4: Taxonomy, Classification and Structures in Facility Management E

46、N 15221-6:2011, Facility Management Part 6: Area and Space Measurement in Facility Management 3 Terms, definitions and abbreviations 3.1 Terms and definitions For the purposes of this document, the terms and definitions given in EN 15221-1:2006, EN 15221-4:2011 and EN 15221-6:2011 and the following

47、apply. 3.1.1 benchmarking process of comparing strategies, processes, performances and/or other entities against practices of the same nature, under the same circumstances and with similar measures Note 1 to entry: Typically the purpose of benchmarking is to improve strategies, processes, performanc

48、es and/or other entities, but may also be used for different purposes such as accountability. Note 2 to entry: Measures can be quantitative or qualitative; comparators can be internal, competitors or cross-sector; domain can be local, national or international; frequency can be one-off, periodic or

49、continuous. Note 3 to entry: It should be recognised that it might also be beneficial to compare entities to practices of a different nature, under different circumstances and/or with dissimilar measures. Note 4 to entry: This definition differs from EN 15221-1:2006. 3.1.2 entity concrete or abstract thing that exists, did exist, or might exist, including associations among these things 3.1.3 benchmark reference point or metric against which a strategy, process, performance and/or other entity can be measured BS EN 15221-7:2012EN 152