ISO 41012-2017 Facility management - Guidance on strategic sourcing and the development of agreements《设施管理 战略采购指南和协议制定》.pdf
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1、 ISO 2017 Facility management Guidance on strategic sourcing and the development of agreements Facility management Directives sur le procd dapprovisionnement stratgique et dlaboration des accords INTERNATIONAL STANDARD ISO 41012 First edition 2017-04 Reference number ISO 41012:2017(E) ISO 41012:2017
2、(E)ii ISO 2017 All rights reserved COPYRIGHT PROTECTED DOCUMENT ISO 2017, Published in Switzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or po
3、sting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below or ISOs member body in the country of the requester. ISO copyright office Ch. de Blandonnet 8 CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax
4、 +41 22 749 09 47 copyrightiso.org www.iso.org ISO 41012:2017(E)Foreword v Introduction vi 1 Scope . 1 2 Normative references 1 3 T erms and definitions . 1 4 Sourcing strategy and understanding the core business context 1 4.1 Sourcing strategy 1 4.2 Strategic, tactical and operational level . 3 4.2
5、.1 General 3 4.2.2 Strategic level 3 4.2.3 Tactical level . 3 4.2.4 Operational level 4 5 Sourcing process in FM 4 5.1 Process flow chart 4 5.2 Identify and analyse current and future needs and expectations . 5 5.3 Translate needs into requirements . 7 5.4 Determine the service levels . 7 5.5 Identi
6、fy service delivery options . 9 5.6 Business case development and analysis 10 5.6.1 General.10 5.6.2 Financial considerations 10 5.6.3 Investment strategy .10 5.6.4 Estimate costs and added value .11 5.6.5 Pricing strategy 11 5.6.6 Risk analysis .12 5.6.7 Different levels of agreement .13 5.6.8 Proj
7、ect strategy 13 5.6.9 Establish a business case for service options 13 5.7 Select preferred sourcing/service delivery option .14 6 Facility service provision 15 6.1 Principle options 15 6.2 Internal service provision 16 6.3 External service provision .16 7 Main characteristics of FM agreements .17 7
8、.1 General 17 7.2 Essential components 18 7.2.1 Term .18 7.2.2 Subcontracting 18 7.2.3 Allocation of management responsibility and communication .18 7.2.4 Service levels agreements (SLAs) 19 7.2.5 Termination of contracts 19 7.3 Agreement structure and content .19 8 Common considerations in agreemen
9、ts .19 8.1 Flexibility 19 8.2 Performance criteria .19 8.3 Information responsibilities.20 8.4 Reporting and auditing procedures .20 8.5 Continuous improvement, best practice and innovation 20 8.6 Asset replacement and project activity.20 8.7 Communication .20 8.8 Regulations 20 ISO 2017 All rights
10、reserved iii Contents Page ISO 41012:2017(E)8.9 Corporate standards21 8.10 Termination of agreements .21 9 Preparation and development of an agreement .21 9.1 General 21 9.2 Preparation phase .22 9.3 Pre-qualification phase .22 9.4 Tender/negotiation phase .22 9.5 Agreement preparation phase 22 9.6
11、Signature phase .22 9.7 Implementation phase 22 9.7.1 Mobilization phase 22 9.7.2 Validation phase 23 9.7.3 Operational phase 23 9.7.4 Termination phase 23 10 Measure service provision performance .23 10.1 General 23 10.2 Measuring effectiveness .24 10.3 Outputs .24 Annex A (informative) Example of
12、requirements for a service .25 Annex B (informative) Example of business case content .26 Annex C (informative) Structure of an agreement General clauses .27 Annex D (informative) S ervic e le v el agr eements Benefits, pr epar ation and structur e of an agreement (SLA clauses) .40 Bibliography .52
13、iv ISO 2017 All rights reserved ISO 41012:2017(E) Foreword ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each
14、 member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the Internationa
15、l Electrotechnical Commission (IEC) on all matters of electrotechnical standardization. The procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different
16、types of ISO documents should be noted. This document was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives). Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall
17、not be held responsible for identifying any or all such patent rights. Details of any patent rights identified during the development of the document will be in the Introduction and/or on the ISO list of patent declarations received (see www .iso .org/ patents). Any trade name used in this document
18、is information given for the convenience of users and does not constitute an endorsement. For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISOs adherence to the World Trade Organi
19、zation (WTO) principles in the Technical Barriers to Trade (TBT) see the following URL: w w w . i s o .org/ iso/ foreword .html. This document was prepared by Technical Committee ISO/TC 267, Facility management. ISO 2017 All rights reserved v ISO 41012:2017(E) Introduction The International Standard
20、s on facility management (FM) developed by ISO/TC 267 describe the characteristics of facility management and are intended for use in both the private and public sectors. NOTE The terms “facility management” and “facilities management” can be used interchangeably. International cooperation in the pr
21、eparation of these International Standards has identified common practices that can be applied across a wide variety of market sectors, organizational types, process activities and geographies, and their implementation will help to: improve quality, productivity and financial performance; enhance su
22、stainability and reduce negative environmental impact; develop functional and motivating work environments; maintain regulatory compliance and provide safe workplaces; optimize life cycle performance and costs; improve resilience and relevance; project an organizations identity and image more succes
23、sfully. FM and related goods and services support the achievement of core organizational activities and objectives. The purpose of this document is to enable organizations identify and select the most appropriate options for the design, sourcing and delivery of FM. This document provides step-by-ste
24、p guidance on the overall strategic sourcing process and on how to prepare and implement adequate internal or external FM agreements. This document also provides guidance on: types of agreements; development, structure and contents of agreements; clarification of definitions, where appropriate. This
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