1、 ISO 2017 Facility management Vocabulary Facility management Vocabulaire INTERNATIONAL STANDARD ISO 41011 First edition 2017-04 Reference number ISO 41011:2017(E) ISO 41011:2017(E)ii ISO 2017 All rights reserved COPYRIGHT PROTECTED DOCUMENT ISO 2017, Published in Switzerland All rights reserved. Unl
2、ess otherwise specified, 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
3、address below or ISOs member body in the country of the requester. ISO copyright office Ch. de Blandonnet 8 CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 copyrightiso.org www.iso.org ISO 41011:2017(E)Foreword iv Introduction v 1 Scope . 1 2 Normative referenc
4、es 1 3 T erms and definitions . 1 3.1 Terms related to facility management 1 3.2 Terms related to assets 2 3.3 Terms related to people 3 3.4 Terms related to sourcing 4 3.5 Terms related to process 5 3.6 Terms related to finance . 6 3.7 Terms related to general business . 6 3.8 Terms related to meas
5、urement . 9 Bibliography .11 Alphabetical index of terms .12 ISO 2017 All rights reserved iii Contents Page ISO 41011:2017(E) Foreword ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing Internatio
6、nal 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
7、, 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, Par
8、t 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 t
9、he 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
10、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 on the voluntary nature of standards, the meaning of ISO specific terms and expressions related to conformity asses
11、sment, as well as information about ISOs adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following URL: w w w . i s o .org/ iso/ foreword .html. This document was prepared by Technical Committee ISO/TC 267, Facility management.iv ISO 2017 A
12、ll rights reserved ISO 41011:2017(E) Introduction The International Standards on facility management (FM) developed by ISO/TC 267 describe the characteristics of facility management and are intended for use in both the private and public sectors. NOTE The terms “facility management” and “facilities
13、management” can be used interchangeably. International cooperation in the preparation of these International Standards has identified common practices that can be applied across a wide variety of market sectors, organizational types, process activities and geographies, and their implementation will
14、help to: improve quality, productivity and financial performance; enhance sustainability and reduce negative environmental impact; develop functional and motivating work environments; maintain regulatory compliance and provide safe workplaces; optimize life cycle performance and costs; improve resil
15、ience and relevance; project an organizations identity and image more successfully. ISO 2017 All rights reserved v Facility management Vocabulary 1 Scope This document defines terms used in facility management standards. 2 Normative references There are no normative references in this document. 3 T
16、erms a nd definiti ons ISO and IEC maintain terminological databases for use in standardization at the following addresses: ISO Online browsing platform: available at h t t p :/ www .iso .org/ obp IEC Electropedia: available at h t t p :/ www .electropedia .org/ 3.1 Terms related to facility managem
17、ent 3.1.1 facility management facilities management FM organizational function which integrates people, place and process (3.5.1) within the built environment (3.2.3) with the purpose of improving the quality (3.7.1) of life of people and the productivity of the core business (3.1.7) 3.1.2 internal
18、service provision in-house service provision delivery and management of a service (3.5.3) by staff employed by the demand organization (3.3.1.1) 3.1.3 support service non-primary activity (3.5.2) delivered in support of core business (3.1.7) 3.1.3.1 facility service support provision to the primary
19、activities (3.7.4) of an organization (3.3.1), delivered by an internal or external provider 3.1.3.2 facility process process (3.5.1) which is integrated and managed by a facility management (3.1.1) organization (3.3.1) 3.1.4 need expectation, specific or abstract, from the demand organization (3.3.
20、1.1) which is essential to enable the achievement of the core purpose and key objectives (3.7.8) INTERNATIONAL ST ANDARD ISO 41011:2017(E) ISO 2017 All rights reserved 1 ISO 41011:2017(E) 3.1.4.1 requirement need (3.1.4) or expectation that is stated, generally implied or obligatory Note 1 to entry:
21、 “Generally implied” means that it is custom or common practice for the organization (3.3.1) and interested parties (3.3.3) that the need or expectation under consideration is implied. Note 2 to entry: A specified requirement is one that is stated, for example in documented information (3.7.7). 3.1.
22、4.2 demand stated requirement (3.1.4.1) for a services (3.5.3) or products (3.5.1.1) to be delivered 3.1.4.3 service level complete description of requirements (3.1.4.1) of a product (3.5.1.1), process (3.5.1) or system (3.5.4) with their characteristics 3.1.4.3.1 service level agreement SLA documen
23、t which has been agreed between the demand organization (3.3.1.1) and a service provider (3.1.5) on performance (3.8.3), measurement (3.8.1) and conditions of service (3.5.3) delivery 3.1.5 service provider organization (3.3.1) that delivers one or more facility services (3.1.3.1) Note 1 to entry: A
24、 service provider can be internal or external to the demand organization (3.3.1.1). 3.1.6 workplace physical location where work is performed 3.1.6.1 work station location containing furniture and supporting equipment (including telephony, IT and power connections), specifically designed or suitable
25、 for work-related activities (3.5.2) and is suitable for permanent use 3.1.7 core business entity (3.7.11) from which needs (3.1.4) are derived 3.2 Terms related to assets 3.2.1 asset item, thing or entity (3.7.11) that has potential or actual value to an organization (3.3.1) SOURCE: ISO 55000:2014,
26、 3.2.1, modified Notes to entry have been removed. 3.2.1.1 asset management coordinated activity (3.5.2) of an organization (3.3.1) to realize value from assets (3.2.1) SOURCE: ISO 55000:2014, 3.3.1, modified Notes to entry have been removed. 3.2.2 real estate immoveable property including structure
27、s, grounds and undeveloped land2 ISO 2017 All rights reserved ISO 41011:2017(E) 3.2.3 built environment collection of buildings, external works (landscaped areas), infrastructure (3.2.3.1) and other construction works within an area 3.2.3.1 infrastructure system (3.5.4) of facilities (3.2.3.2), equi
28、pment and services (3.5.3) needed for the operation of an organization (3.3.1) SOURCE: ISO 9000:2015, 3.5.2 3.2.3.2 facility collection of assets (3.2.1) which is built, installed or established to serve an entitys (3.7.11) needs (3.1.4) 3.3 Terms related to people 3.3.1 organization person or group
29、 of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives (3.7.8) Note 1 to entry: The concept of organization includes, but is not limited to sole-trader, company, corporation, firm, enterprise, authority, partnership, charity or institutio
30、n, or part or combination thereof, whether incorporated or not, public or private. 3.3.1.1 demand organization entity (3.7.11) which has a need (3.1.4) and the authority to incur costs to have requirements (3.1.4.1) met Note 1 to entry: This is typically an authorized representative within a functio
31、nal unit of an organization (3.3.1). 3.3.2 top management executive management person or group of people who directs and controls an organization (3.3.1) at the highest level Note 1 to entry: Top management has the power to delegate authority and provide resources within the organization. Note 2 to
32、entry: If the scope of the management system (3.7.5) covers only part of an organization, then top management refers to those who direct and control that part of the organization. 3.3.3 interested party stakeholder person or organization (3.3.1) that can affect, be affected by, or perceive itself to
33、 be affected by a decision or activity (3.5.2) 3.3.4 competence ability to apply knowledge and skills to achieve intended results 3.3.5 end user person or organization (3.3.1) which uses products (3.5.1.1) or services (3.5.3) from a supplier ISO 2017 All rights reserved 3 ISO 41011:2017(E) 3.4 Terms
34、 related to sourcing 3.4.1 agreement statement agreed between the demand organization (3.3.1.1) and the provider of services (3.5.3) or products (3.5.1.1) Note 1 to entry: This should be in the form of a written statement agreed between the demand organization and the provider of services or product
35、s setting out the requirements (3.1.4.1), conditions, costs, the level of resources and outputs required. Note 2 to entry: For complex multi-country or multi-service agreements, the type of documentation and content outlined in ISO 41012:2017, Annexes C and D, could be required. For small or single
36、service agreements, a one page document setting out the important terms and conditions can suffice. 3.4.1.1 contract agreement (3.4.1) under which two parties undertake to exchange a product (3.5.1.1) for a payment 3.4.1.2 s p e c i f ic at ion detailed description of the essential performance (3.8.
37、3) and/or technical requirements (3.1.4.1) for services (3.5.3) or products (3.5.1.1) and processes (3.5.1) set out by the demand organization (3.3.1.1) to make clear to the service provider (3.1.5) the requirements to be fulfilled Note 1 to entry: This is the documentary interface between the needs
38、 (3.1.4) of the demand organization and the activities (3.5.2) of the service provider. 3.4.1.3 mobilization phase to establish and implement all resources, systems (3.5.4), data and procedures prior to taking full responsibility for the facility services (3.1.3.1) to be delivered as specified in th
39、e facility management (3.1.1) agreement (3.4.1) Note 1 to entry: Start up can also be used in this context. 3.4.1.4 demobilization phase to transfer facility services (3.1.3.1) back to the demand organization (3.3.1.1) or to a new service provider (3.1.5) as specified in the facility management (3.1
40、.1) agreement (3.4.1) 3.4.2 subcontracting process (3.5.1) of engaging a subcontractor (3.4.2.1) 3.4.2.1 subcontractor organization (3.3.1) engaged by the service provider (3.1.5) to perform a specific portion of a facility service (3.1.3.1) 3.4.3 sourcing practice which identifies, evaluates and en
41、gages internal and external service providers (3.1.5) to deliver a service (3.5.3) or products (3.5.1.1) to meet a s p e c i f ic at ion (3.4.1.2) 3.4.3.1 procurement activity (3.5.2) of acquiring goods or services (3.5.3) from suppliers Note 1 to entry: The procurement process (3.5.1) considers the
42、 whole life cycle from identification of needs (3.1.4) through to the end of a services contract (3.4.1.1) or the end of the life of goods, including disposal.4 ISO 2017 All rights reserved ISO 41011:2017(E) Note 2 to entry: Sourcing (3.4.3) is a part of the procurement process that includes plannin
43、g, defining s p e c i f ic a t ion s (3.4.1.2) and selecting suppliers. SOURCE: ISO 20400:2017, 3.1.8 3.4.3.2 supply chain system (3.5.4) of organizations (3.3.1), people, activities (3.5.2), information, and resources involved in delivering a product (3.5.1.1) or service (3.5.3) to an end user (3.3
44、.5) from a supplier 3.4.3.3 outsource (verb) make an arrangement where an external organization (3.3.1) performs part of an organizations function or process (3.5.1) Note 1 to entry: An external organization is outside the scope of the management system (3.7.5), although the outsourced function or p
45、rocess is within the scope. 3.4.3.4 out-task provision of a single service (3.5.3) from an external service provider (3.1.5) 3.4.3.5 insource (verb) make an arrangement to move external service (3.5.3) provisions to internal service provision (3.1.2) 3.4.4 due diligence compilation, comprehensive ap
46、praisal and validation of information of an organization (3.3.1) required for assessing accuracy, commercial integrity, financial stability and functional competence (3.3.4) integrity at the appropriate stage of the agreement (3.4.1) sourcing (3.4.3) process (3.5.1) 3.4.5 method statement document i
47、n which the service provider (3.1.5) translates the demands (3.1.4.2) set out in the s p e c i f ic at ion (3.4.1.2) and service level agreement (3.1.4.3.1) into a delivery plan with resources, allocations and methodologies 3.5 Terms related to process 3.5.1 process set of interrelated or interactin
48、g activities (3.5.2) which transforms inputs into outputs 3.5.1.1 product result of a process (3.5.1) Note 1 to entry: There are four generic product categories, as follows: services (3.5.3); software; hardware; processed materials. Note 2 to entry: Products can be tangible or intangible. SOURCE: IS
49、O/IEC 17065:2012, 3.4.2, modified Notes to entry have been modified ISO 2017 All rights reserved 5 ISO 41011:2017(E) 3.5.2 activity task or tasks that contribute to completion of deliverables (3.7.9) 3.5.3 service time-perishable, intangible activity (3.5.2) performed for an entity (3.7.11) 3.5.4 system contained set of interrelated processes (3.5.1), technologies and/or procedures 3.5.4.1 conformity fulfilment of a requirement (3.1.4.1) 3.5.4.2 nonconformity non-fulfilment of a requirement (3.1.4.1)
