EN 15221-1-2006 en Facility Management - Part 1 Terms and definitions《设备管理 第1部分 术语和定义》.pdf

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1、BRITISH STANDARDBS EN 15221-1:2006Facility Management Part 1: Terms and definitionsThe European Standard EN 15221-1:2006 has the status of a British StandardICS 01.040.03; 91.040.01; 01.040.91; 03.080.99g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55g3g37g54g44g3g51g40g53g48g44g54g54g44g50g49g3

2、g40g59g38g40g51g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3g37g60g3g38g50g51g60g53g44g42g43g55g3g47g36g58BS EN 15221-1:2006This British Standard was published under the authority of the Standards Policy and Strategy Committee on 28 February 2007 BSI 2007ISBN 978 0 580 50250 7National forewordThis Brit

3、ish Standard was published by BSI. It is the UK implementation of EN 15221-1:2006.The UK participation in its preparation was entrusted to Technical Committee FMW/1, Facility management.A list of organizations represented on FMW/1 can be obtained on request to its secretary.While BSI Committee FMW/1

4、 takes collective responsibility for its preparation the committee wishes to acknowledge the personal contributions of: the chairman, Stan Mitchell; Bernard Heys (BIFM); Les Mitchell (CIBSE); Jeff Wilson (CIOB); Paul Baldieri (Johnson Controls); Keith Alexander (Salford University); and Christopher

5、Hedley (OPD).This publication does not purport to include all the necessary provisions of a contract. Users are responsible for its correct application.Compliance with a British Standard cannot confer immunity from legal obligations.Amendments issued since publicationAmd. No. Date CommentsEUROPEAN S

6、TANDARDNORME EUROPENNEEUROPISCHE NORMEN 15221-1October 2006ICS 01.040.03; 91.040.01; 01.040.91; 03.080.99English VersionFacility Management - Part 1: Terms and definitionsFacilities management - Partie 1 : Termes et dfinitions Facility Management - Teil 1: BegriffeThis European Standard was approved

7、 by CEN on 18 September 2006.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalsta

8、ndards may be obtained on application to the Central Secretariat or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN member into its own language and notified to

9、the Central Secretariat has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norwa

10、y, Poland, Portugal, Romania,Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGManagement Centre: rue de Stassart, 36 B-1050 Brussels 2006 CEN All rights of exploitation in any form and

11、by any means reservedworldwide for CEN national Members.Ref. No. EN 15221-1:2006: EEN 15221-1:2006 (E) 2 Contents Page Foreword3 Introduction .4 1 Scope 5 2 Terms and definitions .5 3 Scope of Facility Management .7 Annex A (informative) Facility Management model .8 A.1 General8 A.2 Organisation.8 A

12、.3 Demand and supply.9 A.4 Levels of interaction (strategic, tactical, operational) .9 A.5 Conclusion .10 Annex B (informative) Scope of Facility Management.11 B.1 General11 B.2 Space this distinction has to be continuously updated. 2.15 service level agreement (SLA) agreement between the client or

13、customer and the service provider on performance, measurement and conditions of services delivery NOTE A Facility Management agreement consists of general clauses, applicable to the whole agreement, and SLA specific clauses, only applicable to a facility service. In a Facility Management agreement s

14、everal SLAs are included. 2.16 service provider organisation that is responsible for the delivery of one or more facility services NOTE A service provider can be internal or external to the clients organisation. 2.17 supplier provider of a facility service or a product EN 15221-1:2006 (E) 7 3 Scope

15、of Facility Management Facility Management covers and integrates a very broad scope of processes, services, activities and facilities. The distinction between the primary activities and support services is decided by each organisation individually. Annex B illustrates the relation between facility s

16、ervices and other support services. The field of Facility Management can be grouped around client demands, which can be summarised under two main headings: Space and Infrastructure; People and Organisation. The intended focus on demand is to underline the client orientation of Facility Management. F

17、or each type of client demand, Annex B provides examples of services that respond to these demands to illustrate the scope of Facility Management. Due to the complexity and the changing markets, client demands are subject to change. The basic concept of Facility Management is to provide integrated m

18、anagement on a strategic and tactical level to coordinate the provision of the agreed support services (facility services). This requires specific competencies and distinguishes Facility Management from the isolated provision of one or more services. EN 15221-1:2006 (E) 8 Annex A (informative) Facil

19、ity Management model A.1 General Annex A presents the Facility Management model which provides a framework describing how Facility Management supports the primary activities of an organisation. It deals with the demand and supply relationship and presents the different levels of possible Facility Ma

20、nagement interaction. Figure A.1 Facility Management Model A.2 Organisation An organisation relies on its primary processes in order to achieve its strategic objectives. Changing market forces and developments from legislation, technology and mergers constantly influence these processes. These chang

21、es shall be managed and structured in strategic, tactical and operational levels, in order to remain viable and compliant to changing demands. EN 15221-1:2006 (E) 9 The support processes, which can be delivered by internal or external service providers, have a direct impact on the efficiency and eff

22、ectiveness of the primary activities. The distinction between primary activities and facility services is decided by each organisation individually; this distinction has to be continuously updated. The organisation is made up of client, customer and end user. Its the responsibility of the client to

23、procure the required facility services, whereas the customer specifies and orders the delivery of these services within the conditions of a Facility Management agreement. On an operational level, the end users receive these support services where appropriate. A.3 Demand and supply Facility Managemen

24、t aims at balancing demand and supply inside an organisation in order to reach the optimized mix between requirements/service levels and capabilities/constraints/costs: Demand: internal requirement of the primary activities for facility services (space policymaking, elaborating guidelines for space,

25、 assets, processes and services; active input and response; initiating risk analysis and providing the direction to adapt changes in the organisation; initiating service level agreements (SLAs) and monitoring key performance indicators (KPIs); managing the impact of facilities on the primary activit

26、ies, external environment and community; maintaining relations with authorities, lessees and tenants, strategic partners, associations etc.; supervision of the Facility Management organisation. EN 15221-1:2006 (E) 10 Tactical level: to implement the strategic objectives in the organisation in the me

27、dium term through: implementing and monitoring guidelines for strategies; developing business plans and budgets; translating Facility Management objectives into operational level requirements; defining SLAs and interpreting KPIs (performance, quality, risk and value); monitoring compliance to laws a

28、nd regulations; managing projects, processes and agreements; managing the Facility Management team; optimising the use of resources; adapting to and reporting on changes; communicating with internal or external service providers on a tactical level. Operational level: to create the required environm

29、ent to the end users on a day-to-day basis through: delivering services in accordance with the SLA; monitoring and checking the service delivery processes; monitoring the service providers; receiving requests for service e.g. via a help desk or service line; collecting data for performance evaluatio

30、ns, feedback and demands from end users; reporting to tactical level; communicating with internal or external service providers on an operational level. A.5 Conclusion Effective Facility Management will: foster integration of the different service processes; streamline the link between the strategic

31、, tactical and operational levels; ensure consistent communication (bottom up and top down); develop and cultivate the relationship and partnership between clients/end users and suppliers/service providers; support the connection between historical facts, current tasks and future requirements. With

32、the use of the Facility Management model, the practitioners will evolve and shape the future of Facility Management. EN 15221-1:2006 (E) 11 Annex B (informative) Scope of Facility Management B.1 General Figure B.1 Scope of Facility Management EN 15221-1:2006 (E) 12 The terms used in this standard ar

33、e based on common business process models with primary activities and support services. The primary activities need to be defined by each organisation individually. Facility Management aims at integrating and coordinating some support services, which then become facility services. Inputs to the faci

34、lity processes are facilities (tangible assets) and activities. The output of these processes supports the primary activities. By integrating and coordinating facility processes, Facility Management improves the effectiveness of the primary activities. Examples of the scope of Facility Management Th

35、e following description of the scope of services is given by way of example and is not in any order of priority. The description does not claim to be exhaustive. The examples are a selection from a larger list of terms found in standards and guidelines in the area of Facility Management. They are gr

36、ouped around basic client demands, which can be summarised under the two main headings “Space programming and briefing; design and construction; lease and occupancy management; building operations and maintenance; renovation and/or refurbishment; Workplace: client demand for a working environment (w

37、orkplace) is satisfied by services related to internal and external environments, fitting out with furniture, equipment and tenants. Examples of services related to this demand are: workplace design and ergonomics; selection of furniture, machinery and equipment; move management; equip internal and

38、external environment; signage, decorations, partitions and furniture replacement; EN 15221-1:2006 (E) 13 Technical infrastructure: client demand for utilities (technical infrastructure) is satisfied by services resulting in a comfortable climate, lighting/ shading, electrical power, water and gas. E

39、xamples of services related to this demand are: energy/utilities management; environmental sustainability management; technical infrastructure operations and maintenance; building management systems operations and maintenance; lighting maintenance; management of waste (hazardous) disposal; Cleaning:

40、 client demand for hygiene and cleanliness (cleaning) is satisfied by services that maintain a proper working environment and help maintain the assets in good condition. Examples of services related to this demand are: hygiene services; workplace cleaning, machinery cleaning; building fabric and gla

41、ss cleaning; cleaning equipment provision outdoor space cleaning and winter services; Other space fitting out with machinery and equipment; retail unit space management; EN 15221-1:2006 (E) 14 B.3 People security management; access control, I.D./smart cards, locks and key holding; disaster planning

42、and recovery; fire safety and protection; Hospitality: client demand for hospitality is satisfied by services providing a hospitable working environment makes people feel welcome and comfortable. Examples of services related to this demand are: secretarial and reception services; help desk services;

43、 catering and vending; organisation of conferences, meetings and special events; personal services; provision of work wear; ICT: client demand for information and communication (ICT) is satisfied by services providing information and telecommunication technologies. Examples of services related to th

44、is demand are: Data and telephone network operations Data centre, server hosting and operations Personal computer support IT security and protection Computer and telephone connections and moves EN 15221-1:2006 (E) 15 Logistics: client demand for logistics is satisfied by services concerned with the

45、transport and storage of goods and information and improving the relevant processes. Examples of services related to this demand are: internal mail and courier services; document management and archiving; reprographic systems, copying and printing; office supplies; freight forwarding, storage system

46、s; people transport and travel services; car park and vehicle fleet management; Other support services: client demand for other support services may be satisfied by a range of additional services. These services can be very individual depending on the definition of the primary activities. Examples o

47、f services related to this demand are: accounting, auditing and financial reporting; human resource management; marketing and advertising, photographic services; procurement, contract management and legal advice services; project management; quality management; BS EN 15221-1:2006BSI389 Chiswick High

48、 RoadLondonW4 4ALBSI British Standards InstitutionBSI is the independent national body responsible for preparing British Standards. It presents the UK view on standards in Europe and at the international level. It is incorporated by Royal Charter.RevisionsBritish Standards are updated by amendment o

49、r revision. Users of British Standards should make sure that they possess the latest amendments or editions.It is the constant aim of BSI to improve the quality of our products and services. We would be grateful if anyone finding an inaccuracy or ambiguity while using this British Standard would inform the Secretary of the technical committee responsible,