1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI Standards PublicationBS EN 15221-3:2011Facility ManagementPart 3: Guidance on quality in Facility Management BS EN 15221-3:2011 BRITISH STANDARDNational forewordThis British Standard is the UK implem
2、entation of EN 15221-3:2011.BSI, as the UK member of CEN is obliged to publish EN 15221-3:2011as a British Standard. However, attention is drawn to the factthat during the development of this European Standard, the UKcommittee voted against its approval as a European Standard.Throughout its developm
3、ent, the UK committee FMW/1 attemptedto ensure that it met its original intent to support the forthcomingbenchmarking standard EN 15221-7. The committee believes thatthis has not yet been achieved, due to much of the content of EN15221-3:2011 not applying to benchmarking.The UK committee also finds
4、that the original aim of creating ameasurement mechanism of quality, addressing the necessarystrategic and technical aspects, has not been met in order toconsider the standard a practical guide to quality in facilitiesmanagement.BE EN 15221-3:2011 does, however, provide a theoreticalintroduction to
5、facilities management, which the committee believes is particularly relevant in conjunction with BS EN ISO 9001:2008, Quality Management Systems. Requirements, and ISO 9004:2009, Managing for the sustained success of an organization. A quality management approach.The UK participation in its preparat
6、ion was entrusted to TechnicalCommittee FMW/1, Facilities management.A list of organizations represented on this committee can beobtained on request to its secretary.This publication does not purport to include all the necessaryprovisions of a contract. Users are responsible for its correctapplicati
7、on. The British Standards Institution 2012ISBN 978 0 580 68437 1ICS 03.080.99; 91.140.01Compliance with a British Standard cannot confer immunity fromlegal obligations.This British Standard was published under the authority of theStandards Policy and Strategy Committee on 31 January 2012.Amendments
8、issued since publicationT e x t a f f e c t e dDateBS EN 15221-3:2011EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 15221-3 October 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 rel
9、atif la qualit en Facilities Management Facility Management - Teil 3: Leitfaden fr Qualitt im Facility Management This European 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 Europe
10、an 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 any CEN member. This European Standard exists in three official versions
11、(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 versions. CEN members are the national standards bodies of Austria, Belg
12、ium, 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 United Kingdom. EUROPEAN COMM
13、ITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centre: Avenue Marnix 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 15221-3:2011: EBS EN 15221-3:2011EN 1
14、5221-3:2011 (E) 2 Contents Page Foreword 4Common Introduction for the European Standards EN 15221-3, EN 15221-4, EN 15221-5 and EN 15221-6 .50 Introduction to Guidance on quality in Facility Management .70.1 General 70.2 Terms product and service general and in facility management context 81 Scope 9
15、2 Normative references 93 Terms, definitions and abbreviations 93.1 Terms and definitions .93.2 Abbreviations 124 Basics of quality management 124.1 Importance of quality in FM . 124.2 Criteria, background, elements and influences to quality . 134.3 Type of Characteristics 134.3.1 General . 134.3.2
16、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 requirement 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
17、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 lifecycle . 195.2 Analyze needs and demand . 195.3 Specify requirements . 205.3.1 Objectives 205.3.2 Possible techniques to determine client
18、s 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 products . 215.4.3 Elements of a Service Level 215.4.4 Principle and approaches of defining Service Levels 225.4.5 Types and classification
19、 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 indicators) 245.5.2 Various types of indicators 245.5.3 Recommendation for measurement metrics . 265.6 Quality aspects in organizing
20、delivery of facility products 275.7 Quality aspects in delivering facility products 28BS EN 15221-3:2011EN 15221-3:2011 (E) 3 5.8 Measurement and calculation 285.9 Analyze deviation 295.10 Actions based on deviation 295.11 Control and improvement cycles . 30Annex A (informative) GAP-Model 32Annex B
21、(informative) Additional information and recommendation for measurement metrics . 35B.1 Recommendation for designing a metric system 35B.2 Attributes of indicators . 36B.3 Indicators selection criteria 37B.4 Required properties of indicators 37B.5 Data gathering techniques: 38B.6 Domains and categor
22、ies on indicators . 39Bibliography 44BS EN 15221-3:2011EN 15221-3:2011 (E) 4 Foreword This document (EN 15221-3:2011) 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 sta
23、ndard, either by publication of an identical text or by endorsement, at the latest by April 2012, and conflicting national standards shall be withdrawn 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. C
24、EN 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 “Facility Management“ which consists of the following parts: Part 1: Terms and definitions Part 2: Guidance on how to prepare Facility Management agreem
25、ents Part 3: Guidance on quality 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 According to the CEN/CENELEC Int
26、ernal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxe
27、mbourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. BS EN 15221-3:2011EN 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 ta
28、ken to establish a European Standard for Facility Management benchmarking purposes. It was soon recognized that to reach this objective, preliminary 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 disc
29、ussions in the development of those two standards the decision was made to develop four new European Standards for Quality, Taxonomy, Processes and Measurement. After the realization of those six standards it was possible to pursue developing a European Standard for Benchmarking prEN 15221-7 The sta
30、ndards, 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 Management approach on EN 15221-1, to ensure consistency. These are incorporated in the basic principles of a process-based management system, upon which
31、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 management principles, in particular value chain (Porter, M E, (1985), “Competitive Advantage: creating and sustaining superior performance“, Free Press, New Yo
32、rk) and quality control (PDCA (Plan, Do, Check, Act). Deming, W E (1986), “Out of the Crisis“, MIT, Cambridge). Reference to ISO 10014:2006, 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
33、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 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 M
34、anagem t agreement BS EN 15221-3:2011EN 15221-3:2011 (E) 6 The principles of the Deming cycle (PDCA) underpin all of the standards but are 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 stand
35、ards 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 approach to management systems to the field of Facility Management. The term “facility services“ is used as a generic description in the standards. Th
36、e term “standardized facility products“ refers to the “standardized facility services“ defined and described in EN 15221-4, Facility Management Part 4: Taxonomy, Classification and Structures in Facility Management. Countries can decide to substitute the term “product“ into “service“, when they cons
37、ider 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 Facility Management (FM) organizations on the development and improvement of their FM processes to support the primary activities. This will support o
38、rganizational development, innovation and improvement and will form a foundation for the further professional development of FM and its 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 b
39、e done further more in developing Facility Management, for e.g. benchmark standards prEN 15221-7. BS EN 15221-3:2011EN 15221-3:2011 (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 objecti
40、ve of this European Standard is to provide guidance how to achieve, improve and measure quality in FM. This European Standard is primarily written for organizations that adopt quality improvement procedures together with SL definition and the use of metrics. In addition, as technical developments an
41、d requirements of organizations increase and economic systems mature, the demand for this type of FM specific quality management will develop. This standard is for use by management, consultants and practitioners in both client and service provider organisations. This standard is based on: the exist
42、ing FM standards EN 15221-1 and EN 15221-2 which define FM and FM agreements; the EN IS0 9000 Quality standards. The purpose of this standard is to provide guidelines on how to: clarify and understand quality issues; define quality criterias and indicators; elaborate and perform the measurements (ha
43、rd and soft facts) of FM performance and quality; describe soft factors; clarify expectation and perception; assist in the development of metrics and selection of indicators; obtain information and knowledge on metrics and service levels; measure efficiency of FM processes and effectivity of their o
44、utput; improve processes to achieve quality on strategic, tactical and operational levels; improve quality management processes and assure their continuous improvement; improve communication between stakeholders; improve effectiveness of the FM processes; and other aspects related to quality in FM.
45、The understanding and application of this standard will support the creation of metrics which will enable measurement and assessment 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 e
46、ffectiveness); BS EN 15221-3:2011EN 15221-3:2011 (E) 8 reach financial targets; improve the client image; enable corporate social responsibility / sustainability; measure congruence between needs/demands and delivery of customer, client and end-user. 0.2 Terms product and service general and in faci
47、lity management context The terms product, service, facility product and facility service is used in this standard and the interrelationship 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 h
48、elp to provide the connection to established existing principles and methods of quality management in EN ISO 9000 context. “Service“ 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-p
49、roducer. “Facility services“ is defined in EN 15221-1:2006 and is the support provision to the primary activities of an organization, 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
