EN ISO 41012-2018 en Facility management - Guidance on strategic sourcing and the development of agreements.pdf

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1、BSI Standards PublicationWB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06Facility management Guidance on strategic sourcing and the development of agreements (ISO 41012:2017)BS EN ISO 41012:2018National forewordThis British Standard is the UK implementation of EN ISO 41012:2018. It is identi

2、cal to ISO 41012:2017. It supersedes BS EN 152212:2006, which is withdrawn.The UK participation in its preparation was entrusted to Technical Committee FMW/1, Facilities management.A list of organizations represented on this committee can be obtained on request to its secretary.This publication does

3、 not purport to include all the necessary provisions of a contract. Users are responsible for its correct application. The British Standards Institution 2018 Published by BSI Standards Limited 2018ISBN 978 0 580 51797 6ICS 03.080.10Compliance with a British Standard cannot confer immunity from legal

4、 obligations.This British Standard was published under the authority of the Standards Policy and Strategy Committee on 31 July 2018.Amendments/corrigenda issued since publicationDate Text affectedBRITISH STANDARDBS EN ISO 41012:2018EUROPEAN STANDARDNORME EUROPENNEEUROPISCHE NORMEN ISO 41012June 2018

5、ICS 03.080.10 Supersedes EN 152212:2006EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGCEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels 2018 CEN Ref. No. EN ISO 41012:2018: EAll rights of exploitation in any form and by any means rese

6、rved worldwide for CEN national MembersFacility management Guidance on strategic sourcing and the development of agreements (ISO 41012:2017)Facility management Directives sur le procd dapprovisionnement stratgique et dlaboration des accords (ISO 41012:2017)Facility Management Leitfaden zur strategis

7、chen Beschaffung und der Entwicklung von Vereinbarungen (ISO 41012:2017)This European Standard was approved by CEN on 6 April 2018.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a national stand

8、ard without any alteration. Uptodate lists and bibliographical references concerning such national standards may be obtained on application to the CENCENELEC Management Centre or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any ot

9、her 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 versions.CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic,

10、 Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom.Englis

11、h VersionEN ISO 41012:2018 (E)European forewordThe text of ISO 41012:2017 has been prepared by Technical Committee ISO/TC 267 “Facility management” of the International Organization for Standardization (ISO) and has been taken over as EN ISO 41012:2018 by Technical Committee CEN/TC 348 “Facility Man

12、agement” 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 December 2018, and conflicting national standards shall be withdrawn at the latest by December 2018

13、.Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN shall not be held responsible for identifying any or all such patent rights.This document supersedes EN 152212:2006.According to the CENCENELEC Internal Regulations, the nationa

14、l standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithua

15、nia, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.Endorsement noticeThe text of ISO 41012:2017 has been approved by CEN as EN ISO 41012:2018 without any modification.iiBS EN ISO 41012:2018ISO

16、41012:2017Foreword vIntroduction vi1 Scope . 12 Normative references 13 Terms and definitions . 14 Sourcing strategy and understanding the core business context 14.1 Sourcing strategy 14.2 Strategic, tactical and operational level . 34.2.1 General 34.2.2 Strategic level 34.2.3 Tactical level . 34.2.

17、4 Operational level 45 Sourcing process in FM 45.1 Process flow chart 45.2 Identify and analyse current and future needs and expectations . 55.3 Translate needs into requirements . 75.4 Determine the service levels . 75.5 Identify service delivery options . 95.6 Business case development and analysi

18、s 105.6.1 General. 105.6.2 Financial considerations 105.6.3 Investment strategy .105.6.4 Estimate costs and added value . 115.6.5 Pricing strategy 115.6.6 Risk analysis .125.6.7 Different levels of agreement . 135.6.8 Project strategy 135.6.9 Establish a business case for service options 135.7 Selec

19、t preferred sourcing/service delivery option .146 Facility service provision 156.1 Principle options 156.2 Internal service provision 166.3 External service provision . 167 Main characteristics of FM agreements .177.1 General 177.2 Essential components 187.2.1 Term . 187.2.2 Subcontracting 187.2.3 A

20、llocation of management responsibility and communication .187.2.4 Service levels agreements (SLAs) 197.2.5 Termination of contracts 197.3 Agreement structure and content . 198 Common considerations in agreements .198.1 Flexibility 198.2 Performance criteria . 198.3 Information responsibilities. 208.

21、4 Reporting and auditing procedures . 208.5 Continuous improvement, best practice and innovation 208.6 Asset replacement and project activity. 208.7 Communication . 208.8 Regulations 20 ISO 2017 All rights reserved iiiContents PageBS EN ISO 41012:2018ISO 41012:20178.9 Corporate standards 218.10 Term

22、ination of agreements . 219 Preparation and development of an agreement .219.1 General 219.2 Preparation phase . 229.3 Pre-qualification phase . 229.4 Tender/negotiation phase . 229.5 Agreement preparation phase 229.6 Signature phase . 229.7 Implementation phase 229.7.1 Mobilization phase 229.7.2 Va

23、lidation phase 239.7.3 Operational phase 239.7.4 Termination phase 2310 Measure service provision performance .2310.1 General 2310.2 Measuring effectiveness . 2410.3 Outputs . 24Annex A (informative) Example of requirements for a service .25Annex B (informative) Example of business case content .26A

24、nnex C (informative) Structure of an agreement General clauses .27Annex D (informative) Service level agreements Benefits, preparation and structure of an agreement (SLA clauses) .40Bibliography .52iv ISO 2017 All rights reservedBS EN ISO 41012:2018ISO 41012:2017ForewordISO (the International Organi

25、zation 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 member body interested in a subject for which a technical committee has been establishe

26、d has the right to be represented on that committee. International organizations, governmental and nongovernmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.Th

27、e 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 types of ISO documents should be noted. This document was drafted in accordance with the e

28、ditorial 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 not be held responsible for identifying any or all such patent rights. Details of any patent r

29、ights 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 is information given for the convenience of users and does not constitute an endorsement.For an ex

30、planation 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 Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following URL: www.iso.org

31、/iso/foreword.html.This document was prepared by Technical Committee ISO/TC 267, Facility management. ISO 2017 All rights reserved vBS EN ISO 41012:2018ISO 41012:2017IntroductionThe International Standards on facility management (FM) developed by ISO/TC 267 describe the characteristics of facility m

32、anagement 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 preparation of these International Standards has identified common practices that can be applied acr

33、oss 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 sustainability and reduce negative environmental impact; develop functional and motivating work envi

34、ronments; maintain regulatory compliance and provide safe workplaces; optimize life cycle performance and costs; improve resilience and relevance; project an organizations identity and image more successfully.FM and related goods and services support the achievement of core organizational activities

35、 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 stepbystep guidance on the overall strategic sourcing process and on how to prepare and implement adequate int

36、ernal 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 document promotes a methodology from a strategic level to an operational level, with examples and chec

37、k lists. The application of this sourcing approach is intended to contribute significantly to adding value and optimizing costs of operations for FM professionals and procurement, finance and senior management teams.Annexes A and B give examples of requirements for typical services and of a business

38、 case. Annexes C and D provide general and specific clauses and structured checklists for typical agreements. These annexes facilitate the selection of important clauses and preferences in the development of agreements, which allow for differences in origin, purpose and national rules and regulation

39、s, and are based on a generic platform.This document is primarily written for complex inhouse or externally procured services, and might need to be scaled down if used for smaller projects. Not all information in this document will be applicable to every FM process or agreement.In this document, ref

40、erences to “agreement”, “service” or “service provider” are specific to FM and facility services agreement, facility service or facility service provider (internal or external). Any reference to a single service can also include multiple services.vi ISO 2017 All rights reservedBS EN ISO 41012:2018Fa

41、cility management Guidance on strategic sourcing and the development of agreements1 ScopeThis document provides guidance on sourcing and development of agreements in facility management (FM). It highlights: essentia l elements in FM sourcing processes; FM roles and responsibilities in sourcing proce

42、sses; development processes and structures of typical agreement models.This document is applicable to: strategic processes related to service and support functions for the core business; development of FM strategies; development of facility service provision agreements covering both public and priva

43、te service demand and internal and external production/delivery options; development of FM information systems; FM education and research; organization development and business reengineering processes in major types of working environments (e.g. industrial, commercial, administration, military, heal

44、thcare, accommodation).2 Normative referencesThe following documents are referred to in the text in such a way that some or all of their content constitutes requirements of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenc

45、ed document (including any amendments) applies.ISO 41011, Facility management Vocabulary3 Terms and definitionsFor the purposes of this document, the terms and definitions given in ISO 41011 apply.ISO and IEC maintain terminological databases for use in standardization at the following addresses: IS

46、O Online browsing platform: available at http:/www.iso.org/obp IEC Electropedia: available at http:/www.electropedia.org/ 4 Sourcing strategy and understanding the core business context4.1 Sourcing strategyAligning the structures and delivery of FM and support services provision with the demand orga

47、nizations business strategy is critical to successfully achieving core business objectives. It is INTERNATIONAL STANDARD ISO 41012:2017 ISO 2017 All rights reserved 1BS EN ISO 41012:2018ISO 41012:2017important that the FM organization analyses the demand organizations strategy. An effective sourcing

48、 process is important to achieve that objective.Criteria that can have an impact on sourcing strategy include, but are not limited to: the competitive environment; value drivers (including cost/benefit analysis); the need for resource flexibility; business risk; reliability of supply chain / risk of

49、 over-reliance on single suppliers; operational interdependencies; availability of in-house FM expertise; the availability and capability of various supply options; corporate policies (e.g. environmental and corporate responsibility); regulatory compliance requirements and expected legal changes; organizational culture and management style; reporting requirements and management information systems; corporate targets on strategic and operative level; innovation; real estate and FM strategy;