1、December 2011 Translation by DIN-Sprachendienst.English price group 18No part of this translation may be reproduced without prior permission ofDIN Deutsches Institut fr Normung e. V., Berlin. Beuth Verlag GmbH, 10772 Berlin, Germany,has the exclusive right of sale for German Standards (DIN-Normen).I
2、CS 03.080.99; 91.140.01!$xkX“1857253www.din.deDDIN EN 15221-3Facility Management Part 3: Guidance on quality in Facility ManagementEnglish translation of DIN EN 15221-3:2011-12Facility Management Teil 3: Leitfaden fr Qualitt im Facility ManagementEnglische bersetzung von DIN EN 15221-3:2011-12Facili
3、ties management Partie 3: Guide relatif la qualit en Facilities ManagementTraduction anglaise de DIN EN 15221-3:2011-12www.beuth.deDocument comprises pagesIn case of doubt, the German-language original shall be considered authoritative.4612.11 DIN EN 15221-3:2011-12 2 A comma is used as the decimal
4、marker. National foreword This standard has been prepared by Technical Committee CEN/TC 348 “Facility Management” (Secretariat: NEN, Netherlands). The responsible German body involved in its preparation was the Normenausschuss Heiz- und Raumlufttechnik (Heating and Ventilation Technology Standards C
5、ommittee), Working Committee NA 041-04-02 AA Facility Management (SpA CEN/TC 348). DIN EN 15221 consists of the following parts under the general title Facility Management: Part 1: Terms and definitions Part 2: Guidance on how to prepare Facility Management agreements Part 3: Guidance on quality in
6、Facility Management Part 4: Taxonomy, Classification and Structures in Facility Management Part 5: Guidance on Facility Management processes Part 6: Area and Space Measurement in Facility Management Part 7: Performance Benchmarking EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 15221-3 October
7、 2011 ICS 03.080.99; 91.140.01 English Version Facility Management - Part 3: Guidance on quality in Facility Management Facilities management - Partie 3: Guide relatif la qualit en Facilities Management Facility Management - Teil 3: Leitfaden fr Qualitt im Facility Management This European Standard
8、was approved by CEN on 8 July 2011. 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 nat
9、ional 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 lang
10、uage 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, Lat
11、via, 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 NORMUNG Management Centre: Avenue Marnix 17, B-1000 Bruss
12、els 2011 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 15221-3:2011: EEN 15221-3:2011 (E) 2 Contents Page Foreword 4Common Introduction for the European Standards EN 15221-3, EN 15221-4, EN 15221-5 and 50 Introduction to Guidance
13、 on quality in Facility Management .70.1 General 70.2 Terms product and service general and in facility management context 81 Scope 92 Normative references 93 Terms, definitions and abbreviations 93.1 Terms and definitions .93.2 Abbreviations 124 Basics of quality management 124.1 Importance of qual
14、ity in FM . 124.2 Criteria, background, elements and influences to quality . 134.3 Type of Characteristics 134.3.1 General . 134.3.2 Objective (hard) characteristic 134.3.3 Subjective (soft) characteristic . 144.4 Pathway from needs to experiencing delivery 154.4.1 Expectations 154.4.2 Defined requi
15、rement in SL/SLA . 154.4.3 Delivery 164.4.4 Perception . 164.5 Quality Management . 174.5.1 General . 174.5.2 Existing QMS at client organization 175 Process of quality management 185.1 General introduction 185.1.1 The quality management process . 185.1.2 Ensuring quality within FM agreement lifecyc
16、le . 195.2 Analyze needs and demand . 195.3 Specify requirements . 205.3.1 Objectives 205.3.2 Possible techniques to determine clients organization needs: 205.3.3 Requirements from primary activity . 205.4 Elaborate Service Level . 215.4.1 General . 215.4.2 Transfer requirements into facility produc
17、ts . 215.4.3 Elements of a Service Level 215.4.4 Principle and approaches of defining Service Levels 225.4.5 Types and classification of Service Level 235.4.6 Service Level life cycle . 235.5 Developing measurement metrics (hierarchy of indicators) 245.5.1 Purposes of developing metrics (structured
18、indicators) 245.5.2 Various types of indicators 245.5.3 Recommendation for measurement metrics . 265.6 Quality aspects in organizing delivery of facility products 275.7 Quality aspects in delivering facility products 28DIN EN 15221-3:2011-12 EN 15221-6 EN 15221-3:2011 (E) 3 5.8 Measurement and calcu
19、lation 285.9 Analyze deviation 295.10 Actions based on deviation 295.11 Control and improvement cycles . 30Annex A (informative) GAP-Model 32Annex B (informative) Additional information and recommendation for measurement metrics . 35B.1 Recommendation for designing a metric system 35B.2 Attributes o
20、f indicators . 36B.3 Indicators selection criteria 37B.4 Required properties of indicators 37B.5 Data gathering techniques: 38B.6 Domains and categories on indicators . 39Bibliography 44DIN EN 15221-3:2011-12 EN 15221-3:2011 (E) 4 Foreword This document (EN 15221-3:2011) has been prepared by Technic
21、al 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 identical text or by endorsement, at the latest by April 2012, and conflicting national standards shall be with
22、drawn at the latest by April 2012. 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 responsible for identifying any or all such patent rights. This European Standard is one of the series EN 1522
23、1 “Facility Management“ which consists of 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 Structures in Facility Management Part 5: Guidance on
24、 Facility Management processes Part 6: Area and Space Measurement in Facility Management Part 7: Performance Benchmarking According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium
25、, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. DIN EN 15221
26、-3:2011-12 EN 15221-3:2011 (E) 5 Common Introduction for the European Standards EN 15221-3, EN 15221-4, EN 15221-5 and EN 15221-6 In 2002 the initiative was taken to establish a European Standard for Facility Management benchmarking purposes. It was soon recognized that to reach this objective, prel
27、iminary standards had to be elaborated and published. The first result of that process was the standards EN 15221-1:2006 and EN 15221-2:2006. Based on the discussions in the development of those two standards the decision was made to develop four new European Standards for Quality, Taxonomy, Process
28、es and Measurement. After the realization of those six standards it was possible to pursue developing a European Standard for Benchmarking prEN 15221-7 The standards, EN 15221-3, EN 15221-4, EN 15221-5 and EN 15221-6 have been developed, adopted and agreed as a set of principles, underlying the Faci
29、lity Management approach on EN 15221-1, to ensure consistency. These are incorporated in the basic principles of a process-based management system, upon which these standards are founded. The FM-model of EN 15221-1 is shown below. Model EN 15221-1:2006 These standards also build on widely accepted m
30、anagement 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,
31、Quality management Guidelines for realizing financial and economic benefits. D E M A N D S P E C I F Y I N G S L A s S U P P L Y D E L I V E R I N G STRATEGIC TACTICAL OPERATIONAL Client Customer End User O R G A N I S A T I O N PROVI DERInternaland / orexternalPRIMARY PROCESSES SUPPORT PROCESSES K
32、P I s FACILITY SERVICES PRIMARY ACTIVITIES Facility Management Agreement Client Customer End User N S A T I or / and PRIMARY PROCESSES PO T- PRIMARY Facility Managem t agreement DIN EN 15221-3:2011-12 EN 15221-3:2011 (E) 6 The principles of the Deming cycle (PDCA) underpin all of the standards but a
33、re 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
34、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 Man
35、agement 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 provid
36、e 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
37、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. DIN EN 15221-3:2011-12 EN 15221-3:2011
38、 (E) 7 0 Introduction to Guidance on quality in Facility Management 0.1 General Effective FM brings value to an organization and all associated stakeholders. The objective of this European Standard is to provide guidance how to achieve, improve and measure quality in FM. This European Standard is pr
39、imarily written for organizations that adopt quality improvement procedures together with SL definition and the use of metrics. In addition, as technical developments and requirements of organizations increase and economic systems mature, the demand for this type of FM specific quality management wi
40、ll develop. This standard is for use by management, consultants and practitioners in both client and service provider organisations. This standard is based on: the existing FM standards EN 15221-1 and EN 15221-2 which define FM and FM agreements; the EN IS0 9000 Quality standards. The purpose of thi
41、s standard is to provide guidelines on how to: clarify and understand quality issues; define quality criterias and indicators; elaborate and perform the measurements (hard and soft facts) of FM performance and quality; describe soft factors; clarify expectation and perception; assist in the developm
42、ent of metrics and selection of indicators; obtain information and knowledge on metrics and service levels; measure efficiency of FM processes and effectivity of their output; improve processes to achieve quality on strategic, tactical and operational levels; improve quality management processes and
43、 assure their continuous improvement; improve communication between stakeholders; improve effectiveness of the FM processes; and other aspects related to quality in FM. The understanding and application of this standard will support the creation of metrics which will enable measurement and assessmen
44、t of quality of FM and FM Services and the added value to the primary activities. facilitate the management of primary activities; increase of productivity (efficiency effectiveness); DIN EN 15221-3:2011-12 EN 15221-3:2011 (E) 8 reach financial targets; improve the client image; enable corporate soc
45、ial responsibility / sustainability; measure congruence between needs/demands and delivery of customer, client and end-user. 0.2 Terms product and service general and in facility management context The terms product, service, facility product and facility service is used in this standard and the int
46、errelationship need to be explained: “Product“ is used in the general EN ISO 9000 context of quality management in the sense of hardware, software, service. This use should help to provide the connection to established existing principles and methods of quality management in EN ISO 9000 context. “Se
47、rvice“ as part of the definition product is used in the general quality management context as a time-perishable, intangible experience performed for a customer acting as co-producer. “Facility services“ is defined in EN 15221-1:2006 and is the support provision to the primary activities of an organi
48、zation, delivered by an internal or external provider. Facility services are services related to “space and infrastructure“ and to “people and organization“. According to the existing FM model in standard EN 15221-1 is decided that facility services are only used on operational level. The terms “facility services“ and “classified facility products“
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