1、December 2011 Translation by DIN-Sprachendienst.English price group 17No 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!$xkY“1857254www.din.deDDIN EN 15221-5Facility Management Part 5: Guidance on Facility Management processesEnglish translation of DIN EN 15221-5:2011-12Facility Management Teil 5: Leitfaden fr Facility Management ProzesseEnglische bersetzung von DIN EN 15221-5:2011-12Facilitie
3、s management Partie 5: Guide relatif au dveloppement et lamlioration des processusTraduction anglaise de DIN EN 15221-5:2011-12www.beuth.deDocument comprises 45 pagesIn case of doubt, the German-language original shall be considered authoritative.12.11 DIN EN 15221-5:2011-12 2 A comma is used as the
4、 decimal 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 St
5、andards Committee), 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 qu
6、ality in 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-
7、5 October 2011 ICS 03.080.99; 91.140.01 English Version Facility Management - Part 5: Guidance on Facility Management processes Facilities management - Partie 5: Guide relatif au dveloppement et lamlioration des processus Facility Management - Teil 5: Leitfaden fr Facility Management Prozesse This E
8、uropean Standard 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 co
9、ncerning such national 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
10、into its own language 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, Ir
11、eland, 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 NORMUNG Management Centre: Avenue Marnix
12、 17, B-1000 Brussels 2011 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 15221-5:2011: EEN 15221-5:2011 (E) 2 Contents Page Foreword 3Common Introduction for the European Standards EN 15221-3, EN 15221-4, EN 15221-5 and 4Introduct
13、ion to Guidance on Facility Management Processes 61 Scope 72 Normative references 73 Terms and definitions .74 Principles of Facility Management processes 94.1 General 94.2 Summary .94.3 Basic principles 104.4 Facility management processes . 114.5 Structure of FM Processes 115 Developing Facility Ma
14、nagement Processes . 155.1 Introduction . 155.2 The importance of Facility Management processes . 165.3 Facility Management processes at a strategic level . 175.4 Facility Management processes at a tactical level 235.5 Facility Management processes at operational level 306 Assessing Facility Managem
15、ent processes 336.1 Introduction . 336.2 Principles of FM organisation . 336.3 Step 1: Check the alignment of FM processes with the organisations strategy . 346.4 Step 2: Check the connections between the FM processes 346.5 Step 3: Check the used data / information . 356.6 Step 4: Check the workflow
16、s . 356.7 Step 5: Check the controlling of FM processes 36Annex A (informative) Examples of generic processes . 37Annex B (informative) Checklist . 42Bibliography . 43DIN EN 15221-5:2011-12 EN 15221-6 .EN 15221-5:2011 (E) 3 Foreword This document (EN 15221-5:2011) has been prepared by Technical Comm
17、ittee 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 withdrawn a
18、t 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 15221 “Faci
19、lity 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 Facili
20、ty 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, Bulga
21、ria, 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 15221-5:2011
22、-12 EN 15221-5:2011 (E) 4 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, preliminary
23、 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, Processes and
24、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 Facility M
25、anagement 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 managem
26、ent 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, Qualit
27、y management Guidelines for realizing financial and economic benefits. D E M A N D S P E C I F Y I N G SL As S U P P L Y DELI VERI NGSTRATEGIC TACTICAL OPERATIONAL Client Customer End User O R G A N I S A T I O N PROVI DERInternaland / orexternalPRIMARY PROCESSES SUPPORT PROCESSES KPIsFACILITY SERVI
28、CES 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 15221-5:2011-12 EN 15221-5:2011 (E) 5 The principles of the Deming cycle (PDCA) underpin all of the standards but are applied to a diff
29、erent 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 process-based approa
30、ch 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 Management Part 4: Taxo
31、nomy, 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 provide guidance to Facili
32、ty 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 advancement in Europ
33、e. 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 15221-5:2011-12 EN 15221-5:2011 (E) 6 Introduction
34、to Guidance on Facility Management Processes The aim of the standard is to provide guidance to all stakeholders concerned by Facility Management (FM), especially providers and their clients on the development and improvement of their processes to support the primary activities. This will support org
35、anisational development, innovation and improvement and will form a foundation for the further professional development of FM and its advancement in Europe. Facility Management is defined in EN15221:1:2006, Facility Management Terms and definitions as the “integration of processes within an organisa
36、tion to maintain and develop the agreed services which support and improve the effectiveness of primary activities“. Underlying this definition is a process-based, management systems approach, as defined in the EN ISO 9000 series. Further development of European Standards in Facility Management, bas
37、ed on EN 15221-1:2006 will rely therefore on a better understanding of the processes involved and the mechanisms for their integration. These processes need to be identified and described, mapped and modelled to produce a framework for Facility Management. This standard lays the foundations of furth
38、er work in developing Facility Management standards and further develops the processes involved in creating FM agreements as described within EN 15221-1:2006. The guidance provided in this standard established the need for the FM processes to start with analysing and having a clear picture of the cl
39、ient organisation and its primary processes as a basis for the development of the FM strategy. All major decisions along the route to final specification of service levels and qualities, choice of delivery model and eventually preparation of the appropriate form of procurement and agreements flow fr
40、om this basis. This standard has been developed as one of four new standards and adopted an agreed set of principles, underlying the Facility Management approach, to ensure consistency. These are incorporated in the basic principles of a process-based management system upon which this standard is fo
41、unded. The standard aligns to EN ISO 9000 family of standards for Quality Management Systems and applies specific guidance on the concepts and use of a process-based approach to management systems to the field of Facility Management. The standard also builds on widely accepted management principles,
42、 in particular value chain (Porter, 1985) and quality control (Deming, 1986) which underlie process-based management systems. The process approach, described in this standard, should be widely applicable across the European member countries. In order to do this they must build from the existing mode
43、l in the previous standard (EN 15221-1:2006), be generic, and should not be too prescriptive and enable companies and organisations to adapt them to their own processes. Through applying the standard, organisations should be able to understand the importance of facility management processes to their
44、 effectiveness and understand the need to assess the maturity of their existing processes. This will provide a basis for developing and improving the facilities management processes through a consistent, process-based management approach. Generic examples are provided in the standard to assist organ
45、isations. Facility management processes are integrated at three organisational levels - operational, tactical and strategic. Agreements about the outcomes of these processes need also to be made at these three levels: operational agreements with end-users, tactical agreement with business units and
46、strategic agreement with the senior management group (board, managing directors). References: Porter, M E, (1985), “Competitive Advantage: creating and sustaining superior performance“, Free Press, New York; Deming, W E (1986), “Out of the Crisis“, MIT, Cambridge. DIN EN 15221-5:2011-12 EN 15221-5:2
47、011 (E) 7 1 Scope 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 pr
48、ocesses and provides examples of process workflows. The standard is written from a primary processes, demand perspective for an audience of all stakeholders in FM processes. 2 Normative references The following referenced documents are indispensable for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (i
