EN 15221-7-2012 en Facility Management - Part 7 Guidelines for Performance Benchmarking《设施管理-第7部分 性能基准测试指南》.pdf

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1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI Standards PublicationFacility ManagementPart 7: Guidelines for Performance BenchmarkingBS EN 15221-7:2012National forewordThis British Standard is the UK implementation of EN 15221-7:2012.The UK part

2、icipation in its preparation was entrusted to Technical CommitteeFMW/1, Facilities management.A list of organizations represented on this committee can be obtained on request to its secretary.This publication does not purport to include all the necessary provisions of a contract. Users are responsib

3、le for its correct application. The British Standards Institution 2012Published by BSI Standards Limited 2012 ISBN 978 0 580 74089 3 ICS 03.080.99; 91.140.01Compliance with a British Standard cannot confer immunity from legal obligations.This British Standard was published under the authority of the

4、 Standards Policy and Strategy Committee on 30 November 2012.Amendments issued since publicationAmd. No. Date Text affectedBRITISH STANDARDBS EN 15221-7:2012EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 15221-7 October 2012 ICS 03.080.99; 91.140.01 English Version Facility Management - Part 7

5、: Guidelines for Performance Benchmarking Facilities management - Partie 7: talonnage comparatif de performance Facility Management - Teil 7: Leitlinien fr das Leistungs-Benchmarking This European Standard was approved by CEN on 4 August 2012. CEN members are bound to comply with the CEN/CENELEC Int

6、ernal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to an

7、y CEN member. This European Standard exists in three official versions (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management Centre has the same status as the official v

8、ersions. CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norwa

9、y, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centre: Avenue Marnix 17, B-1000 Brussels 2012 CEN All rights of exploitation in an

10、y form and by any means reserved worldwide for CEN national Members. Ref. No. EN 15221-7:2012: EBS EN 15221-7:2012EN 15221-7:2012 (E) 2 Contents Page Foreword 4Introduction .51 Scope 72 Normative references 73 Terms, definitions and abbreviations 73.1 Terms and definitions .73.2 Abbreviations .84 Be

11、nchmarking types .94.1 General 94.2 Benchmarking content . 104.2.1 General . 104.2.2 Strategic benchmarking . 104.2.3 Process benchmarking 104.2.4 Performance benchmarking 104.3 Benchmarking measure . 114.3.1 General . 114.3.2 Quantitative benchmarking . 114.3.3 Qualitative benchmarking 114.3.4 Comb

12、ination benchmarking 114.4 Benchmarking comparator 114.4.1 General . 114.4.2 Internal benchmarking . 124.4.3 Competitor benchmarking (sector benchmarking) . 124.4.4 Cross-sector benchmarking 124.5 Benchmarking domain . 124.5.1 General . 124.5.2 Local benchmarking . 124.5.3 National benchmarking 134.

13、5.4 International benchmarking . 134.6 Benchmarking frequency . 134.6.1 General . 134.6.2 One-off benchmarking . 134.6.3 Periodic benchmarking 134.6.4 Continuous benchmarking 135 Benchmarking outputs . 145.1 General . 145.2 Financial benchmarks 145.2.1 General . 145.2.2 Primary financial ratios 145.

14、2.3 Secondary financial ratios . 145.2.4 Tertiary financial ratios 145.3 Spatial benchmarks 155.3.1 General . 155.3.2 Primary spatial ratios . 155.3.3 Secondary spatial ratios 155.4 Environmental benchmarks . 155.4.1 General . 155.4.2 Primary environmental ratios 155.4.3 Primary energy ratios . 155.

15、4.4 Primary water ratios . 15BS EN 15221-7:2012EN 15221-7:2012 (E) 3 5.4.5 Primary waste ratios . 165.4.6 Other environmental scores . 165.5 Service quality benchmarks . 165.5.1 General . 165.5.2 Primary service quality scores 165.5.3 Secondary service quality scores . 165.6 Satisfaction benchmarks

16、165.6.1 General . 165.6.2 Primary satisfaction scores . 175.6.3 Secondary satisfaction scores 175.7 Productivity benchmarks . 175.7.1 General . 175.7.2 Primary productivity scores . 176 Benchmarking process . 186.1 General . 186.2 Preparing phase 196.2.1 General . 196.2.2 Set objectives (purpose and

17、 scope) 196.2.3 Define methodology (indicators and benchmarks) . 196.2.4 Select partners (peers and code of conduct) . 196.3 Comparing phase 206.3.1 General . 206.3.2 Collect data (collect and validate) . 206.3.3 Analyse data (determine and normalise) 206.3.4 Determine gaps (compare and explain) 206

18、.3.5 Report findings (communicate and discuss) . 216.4 Improving phase 216.4.1 General . 216.4.2 Develop action plan (tasks and milestones) 216.4.3 Implement plan (change and monitor) 216.4.4 Process review (review and recalibrate) . 21Annex A (normative) Performance data . 22Annex B (normative) Col

19、lecting contextual data . 25Annex C (normative) Collecting financial data 26C.1 General . 26C.2 General accounting rules . 26C.3 Rented versus owned buildings 26Annex D (normative) Collecting spatial data . 33D.1 General . 33D.2 General spatial rules . 33Annex E (normative) Collecting environmental

20、data 35Annex F (normative) Collecting service quality data 48Annex G (normative) Collecting satisfaction data 55Annex H (informative) Inherent complications and risks . 62Annex I (informative) Benchmarking examples . 64Bibliography 68BS EN 15221-7:2012EN 15221-7:2012 (E) 4 Foreword This document (EN

21、 15221-7:2012) has been prepared by Technical Committee CEN/TC 348 “Facility Management”, the secretariat of which is held by NEN. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by April 2013, and c

22、onflicting national standards shall be withdrawn at the latest by April 2013. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN and/or CENELEC shall not be held responsible for identifying any or all such patent rights. The pres

23、ent standard is divided into the following parts: Part 1: Terms and definitions; Part 2: Guidance on how to prepare Facility Management agreements; Part 3: Guidance on quality in Facility Management; Part 4: Taxonomy, Classification and Structures in Facility Management; Part 5: Guidance on Facility

24、 Management processes; Part 6: Area and Space Measurement in Facility Management; Part 7: Guidelines for Performance Benchmarking (the present document). According to the CEN/CENELEC Internal Regulations, the national standards organisations of the following countries are bound to implement this Eur

25、opean Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Sl

26、ovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. BS EN 15221-7:2012EN 15221-7:2012 (E) 5 Introduction Effective delivery of Facility Management support is a critical component in the working of most organisations. It impacts on the organisations own ability to deliver consistent pr

27、oducts and services, supports the core business and can be a component in achieving competitive advantage. However, effectiveness and efficiency in Facility Management have been notoriously difficult to assess because there have been no common methodology and no standard data collection methods. Thi

28、s standard on Performance Benchmarking, along with others in the EN 15221 series, is a major step forward in addressing those gaps. Benchmarking is part of a process which aims to establish the scope for, and benefits of, potential improvements in an organisation through systematic comparison of its

29、 performance with that of one or more other organisations. It is a tool in common use across industries worldwide, but has often been misused and misunderstood within Facility Management. Benchmarking is often associated with the term best practice. Comparison with the best company or process within

30、 an industry is one of the most intelligent ways to improve ones own performance. Best practice can refer to adequate outcomes at the lowest cost, but this is not always the case. It can also refer to the best possible outcome, or the speediest process, or the one with the least environmental impact

31、. What is common to all these is that no judgement on where ones organisation stands can be made without a valid comparison. Before starting an FM Benchmarking operation, it is highly recommended to clearly position it regarding to the four main aspects presented just below and then use the content

32、of this standard to prepare and perform the benchmarking operation. This standard takes as a starting point the idea that Benchmarking can take very different forms depending on four aspects: a) The perspective of the initiator performing the benchmarking process: 1) customer or consumer of FM servi

33、ces; 2) internal or provider of FM services; b) The objectives of the benchmarking process set by the initiator. These objectives are usually linked. They might include the following broad categories of objectives, which are set out in more detail in the standard: 1) find new ideas; 2) get data to p

34、repare a main decision or to resolve disputes; 3) to reduce costs while maintaining a similar service level received or provided; 4) improve the service level received or provided while maintaining similar costs; 5) improve the use of resources; c) The point in time at which the organisation is cons

35、idering performing an FM benchmarking operation; d) The benchmarking sample used for comparison, mostly: 1) Similar sector of primary activities, where comparisons are easier; 2) Other sectors of primary activities where the interest is mainly to find possible improvements. BS EN 15221-7:2012EN 1522

36、1-7:2012 (E) 6 Financial comparisons can be an appropriate basis for a benchmarking process as quantitative data are often more easy to reach and more easy to relate to than qualitative data. Historically most benchmarking in Facility Management has focused on this kind of “hard” data. However, what

37、 one can learn from quantitative data may be limited. This standard therefore tries to establish Performance Benchmarking as a data comparison method to support development and learning processes through some types of qualitative knowledge sharing. This standard seeks to simplify a notoriously compl

38、ex process. Until now, benchmarking projects have often been confused, over-ambitious, and lacking in effective data analysis. By establishing a coherent and comprehensive process for benchmarking, along with useable and logical comparators, and by clarifying the many pitfalls in the comparison proc

39、ess, this standard provides practising facility managers with a range of key indicators to identify areas in which there might be a need to improve the performance of their own team, their supply chain, or the entire organisation in which they work. It is this coherent approach within the EN 15221 s

40、eries which supports the basis of the Benchmarking standard. It is hoped that this platform will, in a short time, lead to a demand for more commonality in reporting of a range of comparators financial, quality, and so on which will make the work of facility managers more easy, and more easily under

41、stood by the organisation for which they work. BS EN 15221-7:2012EN 15221-7:2012 (E) 7 1 Scope This European Standard gives guidelines for performance benchmarking and contains clear terms and definitions as well as methods for benchmarking facility management products and services as well as facili

42、ty management organisations and operations. This European Standard establishes a common basis for benchmarking facility management costs, floor areas and environmental impacts as well as service quality, satisfaction and productivity. This European Standard is applicable to Facility Management as de

43、fined in EN 15221-1 and detailed in EN 15221-4. 2 Normative references The following documents, in whole or in part, are normatively referenced in this document and are indispensable for its application. For dated references, only the edition cited applies. For undated references, the latest edition

44、 of the referenced document (including any amendments) applies. EN 15221-1:2006, Facility Management Part 1: Terms and definitions EN 15221-4:2011, Facility Management Part 4: Taxonomy, Classification and Structures in Facility Management EN 15221-6:2011, Facility Management Part 6: Area and Space M

45、easurement in Facility Management 3 Terms, definitions and abbreviations 3.1 Terms and definitions For the purposes of this document, the terms and definitions given in EN 15221-1:2006, EN 15221-4:2011 and EN 15221-6:2011 and the following apply. 3.1.1 benchmarking process of comparing strategies, p

46、rocesses, performances and/or other entities against practices of the same nature, under the same circumstances and with similar measures Note 1 to entry: Typically the purpose of benchmarking is to improve strategies, processes, performances and/or other entities, but may also be used for different

47、 purposes such as accountability. Note 2 to entry: Measures can be quantitative or qualitative; comparators can be internal, competitors or cross-sector; domain can be local, national or international; frequency can be one-off, periodic or continuous. Note 3 to entry: It should be recognised that it

48、 might also be beneficial to compare entities to practices of a different nature, under different circumstances and/or with dissimilar measures. Note 4 to entry: This definition differs from EN 15221-1:2006. 3.1.2 entity concrete or abstract thing that exists, did exist, or might exist, including associations among these things 3.1.3 benchmark reference point or metric against which a strategy, process, performance and/or other entity can be measured BS EN 15221-7:2012EN 152