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.

• Preface viiAcknowledgements viiiPart I Understanding the Basics of Facilities Management 11 What Is Facilities Management? 3Defining Facilities Management 3How FM Supports an Organisation 6Meeting End-user Requirements 6Reducing Costs 8Maintaining Business Continuity 8Ensuring Legal and Regulatory Compliance 10Supporting Corporate Social Responsibility (CSR) 132 Facilities Management Support Services 17Premises Support 17Business Support 18Staff Support 183 Maintenance Strategies 21Maintenance 21Reactive or Unplanned Maintenance 22Preventative Maintenance 22The Cost-effectiveness of Different Maintenance Strategies 234 Service Delivery Models 27In-house Service Delivery 27Outsourced Service Delivery 27The Pros and Cons of Different Service Delivery Models 29Advantages and Disadvantages of an In-House Delivery Method 29Outsourcing 29Advantages of Outsourcing 30Disadvantages of Outsourcing 31Pros and Cons of Specific Outsourcing Options 335 Management Functions Within Facilities Management 35People Management 35Health and Safety Management 36Budget Management 37Project Management 37Contract Management 37Customer Relationship Management 38The Different Roles Within Facilities Management 38Part II Developing Relationships with Clients, Customers and Other Stakeholders 416 Clients, Customers, Users and Other Stakeholders 43Clients, Customers and Users 43Other Stakeholders 447 The Interests of the Various Stakeholder Groups 47Cost and Financial Performance 48Legal and Statutory Compliance 49Performance Against the Contract and Service Specification 50Risk Management and Business Continuity 51Determining Stakeholder Interests and Requirements 52Linking Interests to Stakeholders 52The Information Required by Different Groups 538 Assessing Customer Needs and Customer Satisfaction 579 Management Data for Monitoring Customer Satisfaction 67Analysis of Data 68Drawing Conclusions from the Data 71Other Data We Can Use 7410 The Causes of Customer Dissatisfaction 77Resource Issues 79Process Issues 80Equipment Issues 80Cost Effectiveness Issues 8111 Resolving Customer Satisfaction Issues 83Resource Issues 83Process Issues 83Equipment Issues 84Cost Effectiveness Issues 8412 Customer Perceptions and Communication 85Customer Perceptions 86Part III An Introduction to Specifications, Procurement and Contracts 8913 What Are Specifications of Service? 91Types of Specifications 9114 Identifying Requirements and Drafting Specifications 95Identifying Requirements 95Drafting Specifications 97The Content of a Specification 97Standard Specifications 98Contract Specifications 100A Step-by-step Guide to Writing a Specification 100The Structure of the Specification 10115 Quotations, Tendering and Framework Agreements 105Quotations 105Tendering 108Tendering Within the Public Sector – Find a Tender Service 113e-Procurement 114Framework Agreements 11616 Ensuring the Integrity of Procurement Processes 117Quotations 117Tenders and Framework Agreements 11717 Contracts and Contractual Arrangements 121The Elements of a Contract 121What Is a Contract? 121The Contract Essentials 122Basics of a Contract 127Failings That Could Invalidate a Contract 12818 Different Types of Contract 131NEC4 FM Suite of Contracts 13319 Managing Contracts 137Service Level Agreements, Information Flows and Reporting Processes 137Service Level Agreements 137Monitoring SLAs 138Performance Monitoring 13920 Managing Poor Goods and Service Delivery 143Failure in Service Delivery 143Implementing Sanctions 146The Use of Penalties (and Rewards) 146Not Placing Additional Work 147Withdrawal of Permits to Work (PTW) 147Conclusion 148Index 149