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| Introduction Who is the book intended for? How is the book to be used? | |
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| FM History | |
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| FM Key drivers and contribution of FM to the organisation and business | |
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| Key activities within FM | |
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| Delivering FM | |
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| Outsourcing Models | |
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| Financial management Property and occupancy costs, budgets, cashflow, business case preparation | |
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| Property estate strategy | |
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| Leases Tenants and landlords obligations | |
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| Developing new buildings Planning legislation and building regulations, building design, impact on FM | |
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| Relocation Choosing a site, environmental impact, neighbourhood and community, project management, post occupancy evaluation | |
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| Space management Allocation, guidelines, furniture, equipment, new types of space, | |
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| Accommodation and churn management | |
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| Procurement Supply & demand, specifications, e-procurement, EU regulations | |
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| Contracts Basic law, types, Terms & Conditions | |
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| Key Legislation The Acts and Regulations, how law works, enforcement, , | |
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| Health and Safety Legislation Safety policy, risk assessment, due diligence, competence, records and training, committees and consultation | |
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| Fire Safety and Legislation | |
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| Electrical Safety | |
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| Accessibility Legislation Impact on services, space use | |
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| First Aid | |
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| Asbestos Surveys, types, management plan | |
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| Water safety L8, best practice, Legionella | |
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| CDM Roles of FM and Client | |
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| Business Continuity and Disaster Recovery | |
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| Maintenance definitions and strategies | |
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| Mechanical and Electrical Maintenance | |
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| Data & IT services, AV services, cabling, wireless | |
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| Grounds, car parking and internal landscaping maintenance | |
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| Fabric maintenance | |
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| Energy management Policy, metering, utility services, awareness campaigns | |
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| Front of House Reception, switchboard, concierge, events, meeting rooms | |
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| Housekeeping and Cleaning Services | |
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| Security and Access services range of options, physical installations and guarding | |
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| Helpdesk and Customer Relations Customer surveys, communications, systems (CAFM, CMMS, BMS) managing information and data, asset registers | |
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| Waste management & recycling | |
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| Catering & Hospitality Services Policy & contract options | |
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| Quality Management Standards, SLAs, KPIs, Benchmarking, What to measure & how | |
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| Human Resources TUPE, team building, competences, managing contractors and suppliers, performance management | |
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| Useful Contacts Institutions, Associations, Education | |
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| Glossary | |
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| Index | |