TY - BOOK AU - Wiggins, Jane M. TI - Facilities Manager's Desk Reference SN - 9781118462942 U1 - 658.2 PY - 2014/// CY - Chicheste PB - Wiley-Blackwell KW - Facility Management KW - Industrial Management N1 - 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 -- 1.7. FM standard -- 2. Key Drivers of FM -- 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-user -- 2.6. Flexibility in office space -- 2.7.A recruitment differentiator -- 2.8. Scope of services -- 2.9. Impact of work space 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 FM -- 3.1. Introduction -- 3.2. Facilitation of services and information -- 3.3. Management functions. Contents note continued: 3.4. Premises and building management -- 3.5. Business support services -- 3.6. Scope and extent of FM activities and services -- 4. Delivering FM -- FM Strategy -- 4.1. Introduction -- 4.2. Business strategy -- 4.3. Identifying the 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 -- 4.18. In-house or self-perform -- 4.19. Single or packaged services -- 4.20.`Bundled' services -- 4.21. Total or integrated facilities management -- 4.22. Managing agent -- 4.23. Private Finance Initiative (PFI) -- 4.24. Corporate PFI -- 4.25. Special purpose vehicles (SPVs) -- 5. Outsourcing -- 5.1. Introduction -- 5.2. Multi-service contracts. Contents note continued: 5.3. Best Value (BV) -- 5.4. Longer contracts -- 5.5. Integrated FM solutions -- 5.6. Benefit analysis -- 5.7. Intelligent client -- 5.8. FM outsourcing models -- 5.9. 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. Liquidity issues -- 6.19. Annual reports of accounts -- 6.20. Recent developments in financial accounting -- 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. Contents note continued: 6.30. Cash flow -- 6.31. Tax -- 6.32. Value Added Tax (VAT) -- 6.33. Landfill Tax -- 6.34. Climate Change Levy -- 6.35. Business rates -- 6.36. Stamp duty -- 6.37. Income Taxes -- 6.38. Corporation Tax -- 6.39. Tax status of construction workers -- 6.40. Depreciation -- 6.41. Financial business cases -- 6.42. Investment appraisal methods -- 6.43. Cost benefit analysis -- 6.44. Payback period -- 6.45. Discounted cash flow (DCF) -- 6.46.Net present value (NPV) -- 6.47. Internal rate of return (IRR) -- 6.48. Preparing a financial proposal -- 6.49. Submission -- 6.50. Building life cycle costs -- 6.51. Life cycle costing methodology -- 6.52. Evaluating life cycle costs -- 6.53. Sinking funds -- 6.54. 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.A property portfolio -- 7.6. The investment market -- 7.7. Property investors -- 7.8. Property management. Contents note continued: 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 -- 8. Property Legislation and Leases -- 8.1. Ownership and tenure -- 8.2. The Estate Agents Act 1979 -- 8.3. The Property Misdescriptions Act 1991 -- 8.4. Defective Premises Act -- 8.5. Occupiers Liability Act -- 8.6. Energy Performance of Buildings (Certificates & Inspections) (EPC) -- 8.7. Health and Safety Legislation -- 8.8. Boundaries and Party Walls -- 8.9. Landlord and tenant legislation -- 8.10. The contents and terms of a commercial lease -- 8.11. Tenant's covenants -- 8.12. Landlord's covenants -- 8.13. Schedules -- 8.14. Trigger notices -- 8.15. Time limits -- 8.16. User -- 8.17. Alienation or assignment -- 8.18. Arbitration -- 8.19. Additional covenants -- 8.20. Lease renewals -- 8.21. Security of tenure -- 8.22. The machinery for termination -- Sections 24--28. Contents note continued: 8.23. Landlords grounds for opposing a new tenancy -- Section 30 -- 8.24. The new tenancy -- 8.25. Section 32 Rule -- 8.26. Market forces and lease renewal -- 8.27. Repairs -- 9. Developing New Buildings -- 9.1. The development process -- 9.2. Planning legislation -- 9.3. The Town and Country Planning Act -- 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. Users pre-1964 -- 9.11. Listed buildings -- 9.12. Conservation areas -- 9.13. Building design -- 9.14. 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. Contents note continued: 9.24. Building efficiency -- 9.25. Layout impact -- 9.26. Building performance -- 9.27. Design Quality Indicator (DQI) -- 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 (PM) role -- 10.5. Responsibilities -- 10.6. Project briefs I -- 10.7. 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. CPA -- 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. Contents note continued: 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. Accommodation Management -- 12.1. 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 -- 13.8. Spend analysis -- 13.9. Identifying the need -- 13.10. Demand management -- 13.11. Supplier selection -- 13.12. Specifications -- 13.13. Tendering process. Contents note continued: 13.14. The tender document -- 13.15. Invitation to tender process -- 13.16. Cost models -- 13.17. Whole life costing -- 13.18. Value engineering (VE) -- 13.19.E-purchasing -- 13.20. Legislation -- 13.21. European procurement legislation -- 13.22. Bribery Act -- 14. Contracts and Contract Management -- 14.1. Introduction -- 14.2. Consideration -- 14.3.Communication of offer and acceptance -- 14.4. Acceptance to be identical with offer -- 14.5. Withdrawal and revocation of offer -- 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 agreement (SLA). Contents note continued: 14.22. Standard contract forms -- 14.23. Chartered Institute of Building Facilities Management Contract -- 14.24. Joint Contracts Tribunal (JCT) Forms of Contract -- 14.25. General Contract Works (GCW) 10 Facilities Management (2000) -- 14.26. NEC Contract -- 14.27. BSRIA Soft Landings -- 14.28. BE Collaborative Contract -- 14.29. Private Finance Initiatives (PFI) -- 14.30. Terms and conditions -- 15. Legislation -- 15.1. Introduction -- 15.2. UK legal system -- 15.3. Impact on facilities management -- 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 -- 16. Legislation Affecting FM 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. Contents note continued: 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 -- 16.17. Working at Height Regulations 2005 -- 16.18. Provision and Use of Workplace Equipment Regulations 1998 (PUWER) -- 16.19. Manual Handling Regulations 1992 -- 16.20. Personal Protective Equipment at Work Regulations 1992 (PPE) -- 16.21. Lifting Operations and Lifting Equipment Regulations 1998 (LOLER) -- 16.22. Control of Noise at Work Regulations 2005 -- 16.23. Confined Spaces Regulations 1997 -- 16.24. Part L Building Regulations 2010 -- 16.25. Data Protection Act 1998 -- 16.26. Regulation of Investigatory Powers Act 2000 (RIPA) -- 16.27. Human Rights Act 1998. Contents note continued: 16.28. Transfer of Undertakings (Protection of Employment) Regulations -- 16.29. Working Time Regulations 1998 -- 16.30. Greenhouse Gas Emissions (Directors' Reports) Regulations 2013 -- 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. Contents note continued: 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 -- 17th 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. Power failures -- 18.17. Assessing the need -- 18.18. Uninterruptible power supplies (UPS) -- 18.19. Generators -- 19. Accessibility -- 19.1. Introduction -- 19.2. Inclusive FM -- 19.3. The Disability Discrimination Act (DDA) (1995) -- 19.4. Special Educational Needs and Disabilities Act 2001. Contents note continued: 19.5. Planning and Compulsory Purchase Act 2004 -- 19.6. Disability Discrimination Act 2005 -- 19.7. Equality Act 2010 -- 19.8. Disability awareness -- 19.9. Front of house services -- 19.10. Personal Emergency Evacuation Plans (PEEP) -- 19.11.Communication -- 19.12. Physical adjustments -- 19.13. Claims -- 20. First Aid at Work -- 20.1. Definition of first aid -- 20.2. Health and Safety (First-Aid) Regulations 1981 -- 20.3. Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 -- 20.4. Fit Note -- 21. Asbestos -- 21.1. Regulations -- 21.2. Asbestos management plan -- 21.3. Management options -- 21.4. Asbestos survey types -- 21.5. Asbestos material assessment algorithm -- 21.6. Asbestos priority assessment -- 21.7. Asbestos management strategies -- 21.8. Managing an asbestos incident -- 21.9. 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. Contents note continued: 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 Scheme (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.L8 ACoP -- 22.26. 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 -- 23. Construction Design and Management Regulations -- 23.1. Introduction. Contents note continued: 23.2. Notifiable works -- 23.3. Impact of Regulations on FM -- 23.4. CDM co-ordinator duties -- 23.5. Designer duties -- 23.6. Principal Contractor (PC) duties -- 23.7.Competence -- 23.8. Corporate competency -- 23.9. Individual competency -- 23.10. Designers' competency -- 23.11.COM co-ordinator -- 23.12. Demolition -- 23.13. 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 (BIA) -- 24.9. Corporate strategy -- 24.10. Critical assets -- 24.11. Hazards, consequences and impacts -- 24.12. Benefits of a BIA -- 24.13. Unavailability impact table -- 24.14. Risk assessment -- 24.15. Documents -- 24.16. Implementation -- 24.17. Two-team approach -- 24.18. Crisis management team -- 24.19. Logistics -- 24.20. Telephony and data communications -- 24.21. Testing the plan -- 24.22. Upkeep of records -- 24.23. Audit. Contents note continued: 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 (CMMS) -- 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. HVAC -- 26.3. Heating systems -- 26.4. Direct heating systems -- 26.5. Indirect heating systems -- 26.6. Ventilation -- 26.7. Relative humidity (RH) -- 26.8. Natural ventilation -- 26.9. Mechanical ventilation -- 26.10. Air conditioning -- 26.11.Comfort control. Contents note continued: 26.12. Selection of an appropriate system -- 26.13. Air conditioning systems -- 26.14. Dampers -- 26.15. Fans -- 26.16. Filters -- 26.17. Displacement ventilation systems -- 26.18. Fan coil units -- 26.19. Chilled beam -- 26.20. Diffusers -- 26.21. Heat pumps -- 26.22. Packaged air conditioning units -- 26.23. Refrigeration -- 26.24. Humidification -- 26.25. Cooling systems -- 26.26. Fire safety -- 26.27. Standards -- 26.28. Lifts -- 26.29. Lighting -- 26.30. Lighting requirements -- 26.31. Light fittings -- 26.32. Lighting efficiency -- 26.33. Lighting controls -- 26.34. BMS -- 26.35. Intelligent buildings -- 27. Information Communication 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. Cabling distribution -- 27.8. Structured Cabling Systems -- 27.9. Data Rooms/Data Centres -- 27.10. Wireless networks (WLANs) -- 27.11. Cellular networks. Contents note continued: 27.12. Personal area networks -- 27.13. Virtual private networks (VPNs) -- 27.14. Firewalls -- 27.15. Smartphones -- 27.16. Cloud Computing -- 27.17. Tele-presence -- 27.18. Videoconferencing -- 27.19. Voice over Internet Protocol (VoIP) -- 27.20. Applications -- 28. Grounds and External Areas -- 28.1. External areas -- 28.2. In-house or contract-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 (TPOs) -- 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 contract. Contents note continued: 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 -- 29. Fabric Maintenance -- 29.1. Maintenance implications of building structures -- 29.2. Fabric maintenance programmes -- 29.3. Internal and external finishes -- 29.4. External walls and building envelope -- 29.5. Guttering and rain downpipes -- 30. Energy Management -- 30.1. Introduction -- 30.2. Energy consumption -- 30.3. Energy efficient building designs -- 30.4. Energy management -- 30.5. Carbon footprint -- 30.6. Choice of fuel -- 30.7. Electricity -- 30.8.Combined heat and power (CHP) 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. Contents note continued: 30.16. Greenhouse Gas Emissions (Directors' Reports) Regulations 2013 -- 30.17. Carbon Trust Standard -- 30.18. Energy Standard -- ISO 50001 -- 30.19. Energy Audit Standard -- 30.20. PAS 2060 -- 30.21. Legislation -- 30.22. Building Regulations -- 30.23. Building Energy Performance Directive (EPBD) -- 30.24. Energy Performance Certificates (EPC) -- 30.25. Display Energy Certificates (DEC) -- 30.26. Feed in Tariff (FIT) -- 30.27. Renewable Heat Incentive (RHI) -- 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 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. Contents note continued: 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 -- 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. Properties of detergents -- 32.15. Types of detergent -- 32.16. Sealants -- 32.17. Solvents -- 32.18. Example contract cleaning specification -- 32.19. Checklist -- 33. Security Management -- 33.1. Introduction -- 33.2. Security strategy -- 33.3. Contract security services. Contents note continued: 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 (AIs) -- 33.10. Access control -- 33.11. Structure of buildings -- 33.12. Control concepts -- 33.13. Access control system design -- 33.14. Manned access control -- 33.15. Access log or register -- 33.16. Entry to interior or restricted areas -- 33.17. Vehicle control -- 33.18. Equipment control -- 33.19. Asset tagging -- 33.20. Door security -- 33.21. Door furniture -- 33.22. Windows -- 33.23. Electronic access control systems -- 33.24.Components in electronic systems -- 33.25. Advantages and disadvantages of electronic systems -- 33.26. Training -- 33.27. Special considerations -- 33.28. Disability discrimination -- 34. Customer Relations -- 34.1. The importance of good service delivery -- 34.2. Customer care -- 34.3. Customer service -- 34.4.Communication -- 34.5. Service delivery requirements. Contents note continued: 34.6. Analysis tools -- 34.7. Questionnaires -- 34.8. User groups -- 34.9. Mystery shopping -- 34.10. Critical service features -- 34.11. Gap analysis -- 34.12. Service quality (SERVQUAL) -- 34.13. Internal customer service -- 34.14. FM Helpdesk -- 34.15. Service level agreements (SLAs) -- 34.16. Service standards -- 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. Anaerobic Digestion (AD) -- 35.13. Waste to Energy (WTE) -- 35.14. Waste product database -- 35.15. Waste classification -- 35.16. Waste management audits -- 35.17. Targets -- 35.18. Landfill -- 35.19. Legislation -- 36. Catering and Hospitality Services -- 36.1. Introduction. Contents note continued: 36.2. Contracted-out catering services -- 36.3. Contract types -- 36.4. Catering strategy -- 36.5. Catering objectives -- 36.6. Catering specification -- 36.7. Catering costs -- 36.8. Catering services review -- 36.9. Food hygiene and safety -- 36.10. Legislation -- 37. Quality Management -- 37.1. Quality -- 37.2. Quality management (QM) -- 37.3. Continuous improvement -- 37.4. Lean -- 37.5. Quality systems and procedures -- 37.6. Total quality management -- 37.7. Business Excellence Model -- European Foundation of Quality Management -- 37.8. Six Sigma -- 37.9. Quality standards and accreditation schemes -- 37.10. Standards -- 37.11. Benchmarking -- 37.12. FM benchmarking -- 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 (MFDs) -- 38.8. Facsimile (fax) machines -- 38.9. Electronic document management system (EDMS). Contents note continued: 38.10. Audio visual equipment -- 38.11. Archives -- 39. Sustainability and Environmental Issues -- 39.1. Introduction -- 39.2. Historical overview -- 39.3. Definitions -- 39.4. Earths Resources -- 39.5. Ecological footprint -- 39.6. 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. CSR and Environmental Policy ER -