[eBook Code] Facilities Manager's Desk Reference (eBook Code, 3rd)

· 제목 : [eBook Code] Facilities Manager's Desk Reference (eBook Code, 3rd) 
· 분류 : 외국도서 > 경제경영 > 시설관리
· ISBN : 9781119633617
· 쪽수 : 704쪽

List of abbreviations

Introduction

1 History of Facilities Management

1.1 Origins of facilities management

1.2 A brief history of FM

1.3 Growth of the FM profession

1.4 Defining FM

1.5 Development of FM

1.6 Trends

2 Key Drivers of Facilities Management

2.1 The business organisation

2.2 Demand and supply

2.3 Roles of FM

2.4 Drivers of FM

2.5 Champion of end-users

2.6 Flexibility in office space

2.7 A recruitment differentiator

2.8 Scope of services

2.9 Impact of working environment on productivity

2.10 The virtual office

2.11 Technology–systems integration

2.12 Building designs

2.13 Financial performance

2.14 Ownership of the property

2.15 Value added

2.16 Service profit chain

2.17 FM’s contribution

2.18 Performance measurement

2.19 Performance indicators

2.20 Benchmarking

2.21 Future trends

3 Activities in Facilities Management

3.1 Introduction

3.2 Facilitation of services and information

3.3 Management functions

3.4 Premises and building management

3.5 Business support services

3.6 Scope and extent of FM activities and services

3.7 FM and the property management function

4 Delivering Facilities Management – Strategy

4.1 Introduction

4.2 Business strategy

4.3 Identifying needs

4.4 Benefits of a strategic approach

4.5 Strategic analysis

4.6 Determining factors

4.7 Premises policy

4.8 Facilities audit

4.9 Audit process

4.10 Awareness

4.11 Space audit

4.12 Audit stage 1 – fact finding

4.13 Audit stage 2 – further investigation

4.14 Audit benefits

4.15 Developing solutions

4.16 Strategy implementation

4.17 FM strategy models

5 Outsourcing

5.1 Introduction

5.2 Multi-service contracts

5.3 Best Value

5.4 Longer contracts

5.5 Integrated FM solutions

5.6 Benefit analysis

5.7 Intelligent client

5.8 FM outsourcing models

5.9 Vested sourcing

5.10 Selection process

6 Financial Management

6.1 Introduction

6.2 Financial systems and process

6.3 The finance department

6.4 Financial controls

6.5 Financial statements

6.6 Finance and the FM

6.7 Sources of funding

6.8 Use of funding

6.9 Fixed assets

6.10 Working capital

6.11 Investments

6.12 The balance sheet

6.13 The profit and loss account

6.14 Cash flow statement

6.15 Performance measurement

6.16 Profitability

6.17 Liquidity

6.18 Other liquidity issues

6.19 Annual reports of accounts

6.20 Financial accounting standards

6.21 Budgets

6.22 Roles of budgets

6.23 Budget design

6.24 Capital or revenue

6.25 Property costs

6.26 Budget variances

6.27 Cost data

6.28 Cost accounting

6.29 Cost centres

6.30 Cash flow

6.31 Leases

6.32 Tax

6.33 Depreciation

6.34 Financial business cases

6.35 Investment appraisal methods

6.36 Preparing a financial proposal

6.37 Building life-cycle costs

6.38 Life-cycle costing methodology

6.39 Evaluating life-cycle costs

6.40 The impact of inflation

7 Property and Estates Management

7.1 Introduction

7.2 Property industry

7.3 Market influences

7.4 The cyclical nature of the market

7.5 Property portfolios

7.6 The investment market

7.7 Property investors

7.8 Property management

7.9 Property professionals and specialists

7.10 Developing a property strategy

7.11 Property and asset registers

7.12 Dilapidations

7.13 Vacant property

7.14 Property guardians

8 Property Legislation and Leases

8.1 Ownership and tenure

8.2 The Estate Agents Act 1979

8.3 Consumer protection regulations

8.4 Defective Premises Act 1972

8.5 Occupiers’ Liability Acts 1957 and 1984

8.6 Energy Performance of Buildings (Certificates and Inspections) Regulations

8.7 Health and Safety Legislation

8.8 Boundaries and Party Walls

8.9 The contents and terms of a commercial lease

8.10 Tenant’s covenants

8.11 Landlord’s covenants

8.12 Schedules

8.13 Trigger notices

8.14 Time limits

8.15 User

8.16 Alienation or assignment

8.17 Arbitration

8.18 Additional covenants

8.19 Lease renewals

8.20 Security of tenure

8.21 The machinery for termination – Sections 24–28

8.22 Landlord’s basis for opposing a new tenancy – Section 30

8.23 The new tenancy

8.24 Section 32 Rule

8.25 Market forces and lease renewal

8.26 Repairs

8.27 Wayleaves

8.28 Easement

9 Developing New Buildings

9.1 The development process

9.2 Planning legislation

9.3 The Town and Country Planning Act 1990

9.4 Planning permission

9.5 The Town and Country Planning (Use Classes) Order 2005

9.6 Planning policy guidance notes

9.7 Development plans

9.8 Planning agreements

9.9 Breach of planning control

9.10 Uses pre-1964

9.11 Listed buildings

9.12 Conservation areas

9.13 Building design

9.14 Building types and uses

9.15 Drivers of building design

9.16 Sustainable construction

9.17 Passivhaus

9.18 Intelligent buildings

9.19 Building information modelling (BIM)

9.20 Structure and its effect on building use

9.21 Planning grids and the use of space

9.22 Developers’ fit-out

9.23 Measuring building efficiency

9.24 Building efficiency

9.25 Layout impact

9.26 Building performance

9.27 Design Quality Indicator

9.28 Commercial building materials

9.29 Building Regulations

9.30 Approved Documents

10 Project Management

10.1 Introduction

10.2 Project management process

10.3 Fundamentals of project management

10.4 Project manager role

10.5 Responsibilities

10.6 Project briefs

10.7 Terms of reference (TOR)

10.8 Project programmes

10.9 Project timescales

10.10 Quality plan

10.11 FADE project methodology

10.12 PRINCE

10.13 Project planning

10.14 Planning techniques

10.15 Gantt charts

10.16 Critical path analysis

10.17 Project control

10.18 Risk management

10.19 Project budget

10.20 Project teams

10.21 Project support

10.22 Project handover

11 Space Management

11.1 Introduction

11.2 Data and information gathering

11.3 Importance of space

11.4 Space management policy

11.5 Space guidelines

11.6 Effective use of space

11.7 The FM cost driver

11.8 Business performance

11.9 Space planning

11.10 Impact of building structures on space use

11.11 Impact of building services on space use

11.12 Space allocation

11.13 Space utilisation

11.14 Space audits

11.15 Building efficiency

11.16 Building operating costs

11.17 Measuring terminology

11.18 New developments in space use

11.19 Legislation and compliance

12 Workplace and Accommodation Management

12.1 Workplace and accommodation changes

12.2 Move requests

12.3 Churn

12.4 Swing space

12.5 Planning a move

12.6 Implementation

12.7 Post-move

13 Procurement

13.1 Introduction

13.2 Purchase criteria

13.3 Procurement policy

13.4 Service contracts

13.5 Procurement strategy

13.6 Procurement stages

13.7 Strategic sourcing

13.8 Spend analysis

13.9 Identifying the need

13.10 Demand management

13.11 Supplier selection

13.12 Specifications

13.13 Tendering process

13.14 The tender document

13.15 Invitation to tender process

13.16 Cost models

13.17 Whole-life costing

13.18 Value engineering

13.19 E-purchasing

13.20 Legislation

13.21 European procurement legislation

13.22 Bribery Act 2010

14 Contracts and Contract Management

14.1 Introduction

14.2 Consideration

14.3 Communication of offer and acceptance

14.4 Acceptance

14.5 Withdrawal

14.6 Contracts by deed

14.7 Contracts which are not binding

14.8 Contract types

14.9 Contract methods

14.10 Contents of a contract

14.11 Lump-sum contract

14.12 Measured-term contract

14.13 Term contract

14.14 Fixed-price contract

14.15 Reimbursable contract

14.16 Schedule of rates

14.17 Reimbursable and fixed-fee contract

14.18 Contract relationships

14.19 Partnership

14.20 Contract extensions

14.21 Service level agreements (SLAs)

14.22 Standard contract forms

14.23 CIOB Facilities Management Contract

14.24 JCT suite of contracts

14.25 GC/Works/10 Facilities Management Contract (2000)

14.26 NEC framework of contracts

14.27 BSRIA Soft Landings

14.28 Private finance initiatives (PFIs)

14.29 Terms and conditions

15 Legislation

15.1 Introduction

15.2 UK legal system

15.3 Impact on FM

15.4 Duties

15.5 Negligence

15.6 Vicarious liability

15.7 Consultation

15.8 Competence

15.9 Operational compliance

15.10 Records

15.11 Strategic impact

15.12 Corporate manslaughter

15.13 Bribery Act 2010

15.14 Modern Slavery Act 2015

16 Legislation Affecting Facilities Management Activities

16.1 Introduction

16.2 Safety policy

16.3 Enforcing authorities

16.4 Management of health and safety regulations

16.5 The HSE five-step approach

16.6 Risk assessment standards

16.7 Hazards

16.8 Risk control

16.9 Risk register

16.10 Definitions of hazard and risk

16.11 Hazard identification

16.12 Work activities

16.13 Risk assessment

16.14 Risk assessment records

16.15 The Workplace (Health, Safety and Welfare) Regulations 1992 (amended 2002)

16.16 Control of Substances Hazardous to Health 2002

16.17 Work at Height Regulations 2005

16.18 Provision and Use of Workplace Equipment Regulations 1998

16.19 Manual Handling Regulations 1992

16.20 Personal Protective Equipment at Work Regulations 1992

16.21 Lifting Operations and Lifting Equipment Regulations 1998

16.22 Control of Noise at Work Regulations 2005

16.23 Confined Spaces Regulations 1997

16.24 Building Regulations 2010 – Part L

16.25 Data Protection Act 2018

16.26 Regulation of Investigatory Powers Act 2000

16.27 Human Rights Act 1998

16.28 Transfer of Undertakings (Protection of Employment) Regulations 2006

16.29 Working Time Regulations 1998

16.30 National Minimum Wage Act 1998

16.31 Greenhouse Gas Emissions (Directors’ Reports) Regulations 2013

16.32 Companies (Directors’ Report) and Limited Liability Partnerships (Energy and Carbon Report) Regulations 2018

17 Fire Safety and Legislation

17.1 Introduction

17.2 Legislation and standards

17.3 Building design

17.4 Building Regulations

17.5 Designing space

17.6 Standards

17.7 Balanced solution

17.8 Fire separation

17.9 Classification of materials, buildings and fixtures

17.10 Building classifications

17.11 Furnishings

17.12 Means of escape

17.13 Fire signage

17.14 Fire detection and fire alarms

17.15 Fire detection system categories

17.16 Control panels

17.17 Zoning

17.18 Fire, smoke and heat detectors

17.19 Sounders

17.20 Call points

17.21 Cabling

17.22 Suppression systems

17.23 Fire extinguishers

17.24 Hose reels

17.25 Fire blankets

17.26 Sprinklers

17.27 Fire hydrants

17.28 Dry and wet risers

17.29 Regulatory Reform (Fire Safety) Order 2005

17.30 Risk assessment

17.31 Assessment methods

17.32 Training records

17.33 Fire-trained staff

17.34 The fire drill

17.35 Refuges

18 Electrical Supplies and Electrical Safety

18.1 Introduction

18.2 Single-phase supply

18.3 Three-phase low-voltage supply

18.4 High-voltage three-phase supply

18.5 Wiring

18.6 Inspection and testing

18.7 Standards – 18th Edition

18.8 Portable electrical equipment

18.9 Safety

18.10 Electric shock

18.11 Earthing

18.12 Bonding

18.13 Circuit protection

18.14 Cable management

18.15 Power quality

18.16 Voltage optimisers

18.17 Power failures

18.18 Assessing the need

18.19 Uninterruptable power supplies

18.20 Generators

19 Accessibility and Inclusive Built Environments

19.1 Introduction

19.2 Inclusive FM

19.3 Disability discrimination legislation

19.4 Special Educational Needs and Disability Act 2001

19.5 Disability Discrimination Act 2005

19.6 Equality Act 2010

19.7 Planning and Compulsory Purchase Act 2004

19.8 Disability awareness

19.9 Front-of-house services

19.10 Personal emergency evacuation plans (PEEPs)

19.11 Communication

19.12 Physical adjustments

19.13 Claims

20 First Aid at Work

20.1 Introduction

20.2 Definition of first aid

20.3 Health and Safety (First-Aid) Regulations 1981

20.4 Assessment of first-aid needs

20.5 Suitable person

20.6 First-aid equipment

20.7 Automated external defibrillators

20.8 Travelling first-aid kits

20.9 First-aid rooms

20.10 Inspection and communication

20.11 Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013

20.12 Fit note

21 Asbestos

21.1 Introduction

21.2 Regulations

21.3 Asbestos management plan

21.4 Management options

21.5 Asbestos survey types

21.6 Asbestos material assessment algorithm

21.7 Asbestos priority assessment

21.8 Asbestos management strategies

21.9 Managing an asbestos incident

21.10 Summary checklist

22 Water Supplies and Water Safety

22.1 Introduction

22.2 Water systems

22.3 Water consumption

22.4 Benefits of water conservation

22.5 Water industry

22.6 Compliance

22.7 Water pollution

22.8 Drinking water

22.9 Washing and cleaning

22.10 Food preparation

22.11 Water pressure

22.12 Drainage

22.13 Sustainable Urban Drainage System (SuDS)

22.14 Specialist maintenance

22.15 Water design capacity

22.16 Supply continuity

22.17 Management review

22.18 Water management policy

22.19 Water-saving technology

22.20 Water recycling systems

22.21 Urinal controls

22.22 Water-saving tips

22.23 Leak detection

22.24 Water safety

22.25 Approved Code of Practice L8

22.26 Legionella Control Association Code of Conduct

22.27 Risk assessment

22.28 Legionnaires’ disease

22.29 The maintenance implications of Legionnaires’ disease

22.30 Maintenance routines and operating procedures

22.31 Coliform bacteria

22.32 Pseudomonas aeruginosa

22.33 Water quality legislation

22.34 Water quality testing

22.35 Swimming pool management

23 Construction (Design and Management) Regulations

23.1 Introduction

23.2 Notifiable works

23.3 Impact of the Regulations on FM

23.4 Principal designer duties

23.5 Designer duties

23.6 Principal contractor duties

23.7 Competence

23.8 Assessing competence

23.9 Demolition

23.10 Documents

24 Business Continuity

24.1 Introduction

24.2 Basic principles

24.3 Legislation

24.4 Standards

24.5 Impact on business

24.6 Policy

24.7 Planning

24.8 Business impact analysis

24.9 Corporate strategy

24.10 Critical assets

24.11 Hazards, consequences and impacts

24.12 Benefits of a business impact analysis

24.13 Unavailability impact table

24.14 Risk assessment

24.15 Documents

24.16 Standby site

24.17 Implementation

24.18 Two-team approach

24.19 Crisis management team

24.20 Logistics

24.21 Telephony and data communications

24.22 Testing the plan

24.23 Upkeep of records

24.24 Audit

25 Maintenance – Definitions and Strategies

25.1 Introduction

25.2 Maintenance priorities

25.3 Maintenance classifications

25.4 Maintenance policy

25.5 Computerised maintenance management systems

25.6 Asset registers

25.7 Maintenance programmes

25.8 Maintenance activities

25.9 Maintenance schedules

25.10 Controlling maintenance work

25.11 Building records

25.12 Annual inspections

25.13 Condition surveys

25.14 Planning the survey

25.15 Component life cycles

25.16 Bathtub curve

25.17 Element and component life expectancies

26 Mechanical and Electrical Systems and Their Maintenance

26.1 Introduction

26.2 Heating, ventilation and air conditioning

26.3 Heating systems

26.4 Direct heating systems

26.5 Indirect heating systems

26.6 Ventilation

26.7 Relative humidity

26.8 Natural ventilation

26.9 Mechanical ventilation

26.10 Air conditioning

26.11 Comfort control

26.12 Selection of an appropriate system

26.13 Air-conditioning systems

26.14 Local exhaust ventilation systems

26.15 Dampers

26.16 Fans

26.17 Filters

26.18 Displacement ventilation systems

26.19 Fan coil units

26.20 Chilled beam

26.21 Diffusers

26.22 Heat pumps

26.23 Packaged air-conditioning units

26.24 Refrigeration

26.25 Humidification

26.26 Cooling systems

26.27 Fire safety

26.28 Standards

26.29 Lifts

26.30 Lighting

26.31 Lighting requirements

26.32 Light fittings

26.33 Lighting efficiency

26.34 Lighting controls

26.35 Building management systems

26.36 Intelligent buildings

27 Information and Communications Technology

27.1 Introduction

27.2 Ownership options

27.3 Telephone systems

27.4 Telephony services

27.5 Communication wiring

27.6 Fibre optics

27.7 Cable distribution

27.8 Structured cabling systems

27.9 Data rooms and centres

27.10 Wireless networks

27.11 Cellular networks

27.12 Personal area networks

27.13 Virtual private networks

27.14 Firewalls

27.15 Smartphones and tablets

27.16 Cloud computing

27.17 Tele-presence

27.18 Video conferencing

27.19 Voice over Internet Protocol

27.20 Applications

27.21 QR codes

27.22 Drones

27.23 The Internet of Things

27.24 Artificial intelligence

27.25 Voice-activated services

28 Grounds and External Areas

28.1 External areas

28.2 In-house or contracted-out landscaping maintenance

28.3 Landscaping standards

28.4 Landscape architects

28.5 Decay of trees

28.6 Damage to trees

28.7 Removal of trees and tree stumps

28.8 Ownership of trees

28.9 Spreading of roots and branches

28.10 Dangerous trees

28.11 Licence to plant

28.12 Tree preservation orders

28.13 Conservation areas

28.14 Internal planting

28.15 Artificial plants

28.16 Maintenance of hardstandings and external areas

28.17 Vegetation and planted areas

28.18 Boundary fencing

28.19 Brickwork walls

28.20 Grounds maintenance contracts

28.21 Site footpaths and roads

28.22 Workplace parking

28.23 Parking policy

28.24 Car park categories

28.25 Car park design

28.26 Bicycle parking

28.27 Motorcycle parking

28.28 Car parking standards

28.29 Travel planning

28.30 Car sharing

28.31 Bike share

29 Fabric Maintenance

29.1 Introduction

29.2 Maintenance implications of building structures

29.3 Fabric maintenance programmes

29.4 Internal and external finishes

29.5 External walls and building envelope

29.6 Guttering and rain downpipes

29.7 Lightning conductors

30 Energy Management

30.1 Introduction

30.2 Energy consumption

30.3 Energy-efficient building designs

30.4 Energy management good practice

30.5 Carbon footprint

30.6 Choice of fuel

30.7 Electricity

30.8 Combined heat and power systems

30.9 Renewable energy sources

30.10 Gas

30.11 Energy monitoring

30.12 Metering

30.13 Investment

30.14 Energy policy

30.15 CRC Energy Efficiency Scheme

30.16 Companies (Directors’ Report) and Limited Liability Partnerships (Energy and Carbon Report) Regulations 2018

30.17 Greenhouse Gas Emissions (Directors’ Reports) Regulations 2013

30.18 Carbon Trust Standard

30.19 ISO 50001 – Energy Management

30.20 BS EN 16247 – Energy Audits

30.21 PAS 2060 – Carbon Neutrality

30.22 PAS 2080 – Carbon Management in Infrastructure

30.23 Legislation

30.24 Building Regulations

30.25 Energy Performance of Buildings Directive

30.26 Energy Performance Certificates

30.27 Display Energy Certificates

30.28 Feed-in Tariff

30.29 Renewable Heat Incentive

30.30 Energy Savings Opportunity Scheme

30.31 Minimum Energy Efficiency Standard

31 Front of House

31.1 Reception services

31.2 The first impression

31.3 The welcome process

31.4 Welcome formalities

31.5 Managing visitor expectations

31.6 Best practice

31.7 Customer service

31.8 Customer and visitor satisfaction

31.9 Visiting groups

31.10 Meet and greet service

31.11 Styles of welcome and reception service

31.12 Welcome boards

31.13 Remote entry points

31.14 The goodbye

31.15 Reception service standards

31.16 Corporate duty of care

31.17 Recording visitor information

31.18 Display of company signage

31.19 Visitor risk assessments

31.20 Fire precautions in the reception area

31.21 CCTV surveillance

31.22 Trespassing and theft

31.23 Switchboard services

31.24 Room booking services

31.25 Virtual reception

32 Housekeeping and Cleaning Services

32.1 Cleaning services

32.2 Cleaning methods

32.3 Cleaning standards

32.4 Cleaning specifications

32.5 Cleaning costs

32.6 Advantages and disadvantages of contract cleaning

32.7 Staff

32.8 Daytime cleaning

32.9 Equipment

32.10 Microfibre materials

32.11 Ionators and active water

32.12 Cleaning chemicals

32.13 Detergents

32.14 Sealants

32.15 Solvents

32.16 Example contract cleaning specification

32.17 Checklist

33 Security Management

33.1 Introduction

33.2 Security strategy

33.3 Contract security services

33.4 Licensed security roles

33.5 Increased importance

33.6 Contractor selection

33.7 Service standards

33.8 Site survey and analysis

33.9 Assignment instructions

33.10 Access control

33.11 Door security

33.12 Door furniture

33.13 Windows

33.14 Electronic access control systems

33.15 Components in electronic systems

33.16 Advantages and disadvantages of electronic systems

33.17 Training

33.18 Special considerations

33.19 Disability discrimination

34 Customer and Stakeholder Relations

34.1 The importance of good service delivery

34.2 Customer care

34.3 Stakeholder analysis

34.4 Customer service

34.5 Communication

34.6 Service delivery requirements

34.7 Analysis tools

34.8 Questionnaires

34.9 User and focus groups

34.10 Mystery shopping

34.11 Critical service features

34.12 Gap analysis

34.13 Service quality (SERVQUAL)

34.14 Internal customer service

34.15 FM helpdesk

34.16 Service level agreements

34.17 Customer service standards

34.18 Customer journey mapping

34.19 Customer Effort Score (CES)

34.20 Net Promoter Score (NPS)

35 Waste Management

35.1 Introduction

35.2 Waste management policy

35.3 Waste management structure

35.4 Waste management procedures

35.5 Duty of care

35.6 Waste minimisation

35.7 Building design

35.8 Operational buildings

35.9 Business activities and business processes

35.10 Product labelling

35.11 Recycling

35.12 Plastic waste

35.13 Anaerobic digestion

35.14 Waste to energy

35.15 Waste product database

35.16 Waste classification

35.17 Waste management audits

35.18 Targets

35.19 Landfill

35.20 Legislation

36 Catering and Hospitality Services

36.1 Introduction

36.2 Catering trends

36.3 Catering strategy

36.4 Catering objectives

36.5 In-house catering operation

36.6 Contracted-out catering services

36.7 Contract types

36.8 Catering specification

36.9 Catering costs

36.10 Catering services review

36.11 Food hygiene and safety

36.12 Hazard Analysis of Critical Control Points

36.13 Allergens

36.14 Legislation

36.15 Well-being

36.16 Standards and accreditations

37 Quality Management

37.1 Origins

37.2 Quality

37.3 Quality management

37.4 Continuous improvement

37.5 Lean

37.6 Quality systems and procedures

37.7 Total quality management

37.8 Business Excellence Model – European Foundation of Quality Management

37.9 Six Sigma

37.10 Quality standards and accreditation schemes

37.11 Standards

37.12 ISO 9000

37.13 ISO 41001

37.14 ISO 14001

37.15 Investors in People

37.16 Benchmarking

37.17 FM benchmarking

37.18 Key performance indicators

38 Document Management Services

38.1 Corporate information

38.2 Document management

38.3 Mail

38.4 Reprographics

38.5 Photocopiers

38.6 Printers

38.7 Multi-function devices

38.8 Facsimile (fax) machines

38.9 Electronic document management system

38.10 Audiovisual equipment

38.11 Archives

39 Sustainability and Environmental Issues

39.1 Introduction

39.2 Historical overview

39.3 Definitions

39.4 Earth’s resources

39.5 Ecological footprint

39.6 The One Planet Living principles

39.7 FM’s role

39.8 Environmental impacts

39.9 History of CSR

39.10 CSR responsibilities

39.11 CSR standards

39.12 Measuring CSR

39.13 Benchmarking CSR

39.14 Sustainability Index in FM

39.15 CSR and Environmental Policy

40 Management of the Facilities Management Function

40.1 The facilities management team

40.2 Setting up the department

40.3 Workload planning and allocation

40.4 Delegation

40.5 Recruitment

40.6 FM competencies

40.7 Training and development

40.8 Career planning

40.9 Motivation

40.10 Culture and values

40.11 Team building

40.12 Multi-team (cross-functional) working

40.13 Discipline, grievances and staff exit

40.14 Management

40.15 Leadership

40.16 Raising the profile of workplace and FM professionals

Index