Introduction to Facilities Management - Foundational Skills for Effective Workplace Operations

Provides the essential skills required for effective facilities management Facilities Management (FM) plays a vital role in ensuring the smooth operation of workplaces, balancing strategic goals with day-to-day operational needs. Introduction to Facilities Management is a structured and comprehensive introduction to the key functions of FM, equipping professionals with the foundational skills necessary to excel in this evolving field. Covering a wide range of essential topics, this comprehensive guide enables readers to understand the diverse responsibilities of FM and apply practical knowledge to workplace challenges. Introduction to Facilities Management is designed for those new to the industry, offering a clear and practical exploration of FM's core principles and functions. It bridges the gap between theory and practice by incorporating real-world scenarios and examples, helping learners develop the confidence to tackle operational challenges. By covering key areas such as workplace safety, resource management, and service coordination, the highly experienced authors provide a solid foundation for those pursuing professional qualifications, including the IWFM Level 3 Mandatory Units. Written for professionals aiming to enhance their skills and contribute to workplace efficiency and organisational success, Introduction to Facilities Management:

• Covers all key operational aspects of FM, making it an ideal study companion for certification
• Offers a step-by-step approach to developing essential FM skills to ensure workplace efficiency and operational success
• Highlights the growing professionalisation of FM and its increasing influence on organisational effectiveness
• Supports career development by equipping readers with the foundational knowledge needed for advancement in FM roles

With a focus on day-to-day operational effectiveness, Introduction to Facilities Management: Foundational Skills for Effective Workplace Operations is ideal for individuals working in Facilities Management at a junior level, as well as students pursuing industry qualifications. It is a valuable resource for those studying workplace operations, property management, and organisational efficiency in vocational training programs and professional development courses.

List of contents

Preface ix
Acknowledgements x I
Part I Understanding the Basics of Facilities Management 1
1 What is Facilities Management? 3
Defining Facilities Management 3
How FM Supports an Organisation 6
Meeting End-user Requirements 6
DLM 7
Reducing Costs 8
Maintaining Business Continuity 8
Ensuring Legal and Regulatory Compliance 10
Supporting Corporate Social Responsibility (CSR) 13
2 Facilities Management Support Services 17
Premises Support 17
Business Support 18
Staff Support 18
3 Maintenance Strategies 21
Maintenance 21
Reactive or Unplanned Maintenance 22
Preventative Maintenance 22
The Cost-effectiveness of Different Maintenance Strategies 23
4 Service Delivery Models 27
In-house Service Delivery 27
Outsourced Service Delivery 27
The Pros and Cons of Different Service Delivery Models 29
Advantages and Disadvantages of an In-House Delivery Method 29
Outsourcing 29
Advantages of Outsourcing 30
Disadvantages of Outsourcing 31
Pros and Cons of Specific Outsourcing Options 33
5 Management Functions Within Facilities Management 35
People Management 35
Health and Safety Management 36
Budget Management 37
Project Management 37
Contract Management 37
Customer Relationship Management 38
The Different Roles Within Facilities Management 38
Part II Developing Relationships with Clients, Customers and Other Stakeholders 41
6 Clients, Customers, Users and Other Stakeholders 43
Clients, Customers and Users 43
Other Stakeholders 44
7 The Interests of the Various Stakeholder Groups 47
Cost and Financial Performance 48
Legal and Statutory Compliance 49
Performance Against the Contract and Service Specification 50
Risk Management and Business Continuity 51
Determining Stakeholder Interests and Requirements 52
Linking Interests to Stakeholders 52
The Information Required by Different Groups 53
8 Assessing Customer Needs and Customer Satisfaction 57
9 Management Data for Monitoring Customer Satisfaction 67
Analysis of Data 68
Drawing Conclusions from the Data 71
Other Data We Can Use 74
10 The Causes of Customer Dissatisfaction 77
Resource Issues 79
Process Issues 80
Equipment Issues 80
Cost Effectiveness Issues 81
11 Resolving Customer Satisfaction Issues 83
Resource Issues 83
Process Issues 83
Equipment Issues 84
Cost Effectiveness Issues 84
12 Customer Perceptions and Communication 85
Customer Perceptions 86
Part III An Introduction to Specifications, Procurement and Contracts 89
13 What Are Specifications of Service? 91
Types of Specifications 91
14 Identifying Requirements and Drafting Specifications 95
Identifying Requirements 95
Drafting Specifications 97
The Content of a Specification 97
Durability of floor finishes 98
Standard Specifications 98
Contract Specifications 100
A Step-by-step Guide to Writing a Specification 100
The Structure of the Specification 101
15 Quotations, Tendering and Framework Agreements 105
Quotations 105
Tendering 108
Tendering Within the Public Sector - Find a Tender Service 113
e-Procurement 114
Framework Agreements 116
16 Ensuring the Integrity of Procurement Processes 117
Quotations 117
Tenders and Framework Agreements 117
17 Contracts and Contractual Arrangements 121
The Elements of a Contract 121
What is a Contract? 121
The Contract Essentials 122
Basics of a Contract 127
Failings that Could Invalidate a Contract 128
18 Different Types of Contract 131
NEC4 FM Suite of Contracts 133
19 Contract Management 137
Service Level Agreements, Information Flows and Reporting Processes 137
Service Level Agreements 137
Monitoring SLAs 1 3 8
Performance Monitoring 1 3 9
20 Managing Poor Goods and Service Delivery 143
Failure in Service Delivery 143
Implementing Sanctions 146
The Use of Penalties (and Rewards) 146
Not Placing Additional Work 147
Withdrawal of Permits to Work (PTW) 147
Conclusion 148
Index 149

About the author

David Morris is the Managing Director of The Xenon Group, where he oversees Facilities Management Consultancy, Training, and Recruitment. With extensive experience in FM strategy and operations, he is dedicated to advancing professional standards in the field. Sue Morris is the Training Director at The Xenon Group and a senior tutor for IWFM courses at Levels 3, 4, 5, and 6. She specialises in FM education and professional development, helping learners build the skills needed for success in the industry.

Product details

• Authors: David Morris, David (The Xenon Group Morris, Morris Sue
• Publisher: Wiley, John and Sons Ltd
• Languages: English
• Product format: Paperback / Softback
• Released: 16.10.2025
• EAN: 9781394316045
• ISBN: 978-1-394-31604-5
• No. of pages: 160
• Subjects: Natural sciences, medicine, IT, technology > Technology > Structural and environmental engineering; Social sciences, law, business > Business > Individual industrial sectors, branches; TECHNOLOGY & ENGINEERING / Construction / General, BUSINESS & ECONOMICS / Facility Management, Civil engineering, surveying & building, Building construction and materials, Construction and heavy industry, Management of assets: real estate, property and plant