Facility Management Handbook

630 Glossary

IREM Institute of Real Estate Management.

job order contracting Contracting for the reception, prioritization, and execution of work
orders and small alteration projects.

key plan Small-scale floor plans designed to show room locations, occupant room num-
bers, and occasionally telephone numbers.

land use control measures In real estate management, plans and capital improvement
budgets, zoning ordinances and master land use plans, subdivision regulations, mandatory
dedications, development or impact fees, and construction codes.

landlord One who leases rights of use of real property to a tenant.
layout A space plan showing the locations of tenant improvements and the utilization of

space by the tenant.
layout efficiency Efficiency of the usable area to meet the tenant’s work requirements,

office design, employees, and so forth. Efficiency of usable area is dictated by building
shape, core location, floor size, corridors, and other similar factors.
Leadership in Energy and Environmental Design (LEED) The designation of buildings
or systems which meet the U.S. Green Building Council’s guidelines for sustainable design,
construction, and operations.
lease A contract between the owner of real property (lessor) and another party (lessee) for
the possession and use of the property for a specified term in return for rent or other income.

net lease Base rent plus tenant pays directly a share of real estate taxes.
triple net lease Base rent plus tenant pays directly a share of real estate taxes, insur-

ance, maintenance, repair, and operating costs.
gross lease One payment in which the owner has included estimated costs of opera-

tions.
long-term lease A lease of real property of not less than ten years.
lease buyout A cash inducement offered by a landlord to a tenant’s previous landlord or by
the tenant to the current landlord to cancel the remaining term of the tenant’s lease.
lease pickup The landlord’s commitment to assume the costs associated with paying a
tenant’s rent in premises to be vacated that are still under lease.
license agreement A means of legalizing and formalizing the terms of a temporary occu-
pancy of property without creating a leasehold right to occupy property for a specified
period of time.
life-cycle assessment/analysis The analysis of total cost over all phases of a building’s or
project’s life, including design, contruction, operations, maintenance, and disposition. It
encompasses the full life of the property or project and appends costs over the entire lifespan.
life-cycle costing Process of determining (in present-value terms) all costs incident to the
planning, design, construction, operation, and maintenance of a structure over time.
life safety regulations Regulation and code requirements for buildings relative to seismic,
fire, and handicapped requirements.
liquidated damages An amount of damages on a daily basis specified in the contract. This
amount will be assessed against the contractor for each day beyond the contract comple-
tion date that the project remains uncompleted.

Glossary 631

load factor A method of allocating common areas among tenants. That percentage of the
building in which common area is allocated to tenants to increase their usable area to
rentable area.

local area network (LAN) Assemblages of cable and switches that provide an intercon-
necting path for the flow of information among computer, terminals, word processors,
facsimile, and other office machines within a building office complex.

lump-sum contract A contract under which the contractor agrees to do the specified work
for a single, fixed price.

maintainability Capability of a system or facility to be maintained to a specified level of
reliability at a specified measure of cost or economy.

maintenance Work necessary to maintain the original, anticipated useful life of a fixed
asset. It is the upkeep of property and equipment. Includes periodic or occasional inspec-
tion, adjustment, lubrication, cleaning (nonjanitorial), painting, replacement of parts,
minor repairs, and other actions to prolong service and prevent unscheduled breakdown.
Does not prolong the life of the property or equipment or add to its value.
corrective maintenance Maintenance activities performed because of equipment or
system failure. Activities are directed toward the restoration of an item to a specified
level of performance. Sometimes called breakdown maintenance.
cyclical maintenance Maintenance that can be predicted and scheduled on a regular
basis (cycle).
deferrable maintenance A formal or informal listing of unaccomplished maintenance
tasks. Such situations arise because of shortages of funds, personnel, or specific man-
agement practices.
emergency maintenance Corrective maintenance that requires immediate action
because of impending danger to the occupants, the building, or a building system.
normal maintenance Maintenance activities that occur on a reasonably regular basis.
predictive maintenance Maintenance performed as a result of testing, such as oil or
vibration analysis. Partially replaces preventive maintenance for some equipment.
preventive maintenance (PM) Planned actions undertaken to retain an item at a spec-
ified level of performance by providing repetitive scheduled tasks that prolong system
operation and useful life: inspection, cleaning, lubrication, and part replacement.
special maintenance Maintenance activities that, because of cost, size, and/or infre-
quency of occurrence, tend to fall outside the normal frame of reference.

management of real property Space allocation that is in the best interest of the owner
with regard to representation, function, and economy; the economic organization of build-
ing operation and protection services; and control of property condition through timely
maintenance and repair.

master plan A technical plan showing the proposed development of a particular piece of
real property for a specific period of time, often twenty years.

midrange plan A facility business plan that projects programs three to five years into the
future.

millwork Special architectural construction (e.g., cupboards, shelving, special wood trim).
mitigation The reduction of potential emergency situations; a review process to determine

what actions can be taken beforehand to minimize the chances of emergencies occurring.

632 Glossary

modernize In building, to adapt to current needs, tastes, or usage by remodeling or repair.
modular furniture Furniture designed as a set of dimensionally standardized components.

May be free-standing or systems furniture.
moves

to existing workspace (box move) No furniture is moved, and no wiring or new
telecommunications systems are required. Files and supplies are moved.

furniture/workstation move Existing furniture is reconfigured and/or furniture
is moved or purchased; no major new wiring or telecommunications installation is
required.

moves requiring construction New walls, new or additional wiring or telecommu-
nications system are required, or other construction is needed to complete the move.

moving allowance An offer by a landlord to pay all or part of a tenant’s moving costs.
MSDS (material safety data sheet) A document required by the Occupational Safety

and Health Administration to be included with certain chemicals or products that could
adversely affect the environment or human health or safety.
mullion The vertical member of a window frame. The mullion often determines the place-
ment of full-height interior partitions that connect to the outside wall of a building.
multiyear agreements Agreements made with vendors for goods or services for a period
exceeding one year (often three years) in order to obtain favorable pricing.

NFPA National Fire Protection Association.
notice to proceed A written notice from the contracting officer to the contractor that

authorizes the contractor to incur obligations and proceed with work on the project.
noise reduction coefficient (NRC) The average of sound absorption coefficients for a

material tested at 250, 500, 1,000, and 2,000 cycles per second; this average gives the gen-
eral effectiveness of a material as a sound absorber and is expressed as a decimal. Example:
A .95 NRC indicates that about 95 percent of the average sound energy striking a tested
material is absorbed.

occupancy cost The total cost incurred by a company or organization to provide space
for operations. Includes all costs of operating the facility, plus the costs of providing the
fixed asset.

occupancy permit The permit that allows a facility to be used for the designed purpose.
occupant The department, agency, corporation, or a part thereof that is or will be occupy-

ing space. An occupant has certain rights to, possession of, or control over the premises
occupied.
office plans

private offices Offices enclosed by floor-to-ceiling walls.
open-plan offices Offices divided by movable partitions.
bullpen-style offices Offices are open with no partitions.
office space utilization rate The number of office workers divided by the facility’s total
number of work spaces and multiplied by 100.
operating costs (expenses) See Cost.
operating drawings Information drawings for use in the operation of erected and installed
equipment.

Glossary 633

operational test A test designed by the owner or representative to test major mechanical
or electrical items.

operations Work to keep the facility performing the function for which it is currently
classified. Commonly includes the cost of utilities; heating, ventilation, and air-condi-
tioning; work reception and coordination; moving; and work associated with building
systems.

OSHA Occupational Safety and Health Administration of the U.S. Department of Labor.
outsourcing The provision of a bundle or a full range of services by a single contractor so

that the facilities staff is responsible only for managing the contractor relationship and
monitoring its performance.
outtasking The provision of individual services by a service provider.
overhead Administrative and indirect costs for both job site and home office incurred by
the contractor in connection with work on a project. Does not include the cost of direct
labor and materials.
ownership costs See Cost.

panels Modular furniture sections used to define the limits of a workstation. Panels do not
extend floor to ceiling.

partitions Inside floor-to-ceiling structures not otherwise meeting the criteria of walls.
Partitions are movable and removable.

partnering An outsourcing technique in which the owner establishes a long-term relation-
ship with a single or small group of high-performance contractors.

pass-through costs Costs that can be directly associated with a particular project, program,
or cost center.

pay request The contractor’s periodic request for payment that covers work completed
and materials stored at the site during the pay period.

payback method A technique of economic evaluation that determines the time required
for the cumulative benefits from an investment to recover the investment cost and other
accrued costs.

payback period The length of time it takes an investor to recoup the costs of a capital
investment.

PBX A voice telephone switch.
performance criterion A quantitative statement of the level of performance needed to

satisfy a serviceability requirement.
performance specification A document in which results are described precisely but meth-

ods to achieve them are left to the discretion of the contractor.
PERT chart See Gantt Chart.
physical protection Barriers that will delay or deter someone attempting unauthorized

physical access to assets at a specific location.
plans (drawings/construction drawings)

architectural: finish, millwork, partition
datacommunications
demolition
electrical: lighting, power
furniture

634 Glossary

mechanical
reflected ceiling plan
telecommunications
POE (postoccupancy evaluation) A survey taken after project completion to assess end
users’ level of satisfaction with the various aspects of the new working environment, as
well as to check on the performance against specifications of the major systems.
portfolio Group of securities, buildings, or other properties held by an individual or
institutional investor.
power poles Poles suspended from a ceiling or extended to the ceiling that supply electric-
ity or communications via internal cabling.

raised flooring A flooring system with removable panels supported by pedestals to enable
cabling and air circulation beneath the usable floor. Raised flooring is frequently used in
data centers, computer rooms, or other areas requiring highly reconfigurable wiring and
extensive cabling.

Real Properly Administrator (RPA) A professional designation conferred by the BOMI
Institute for those who successfully complete an RPA curriculum.

rebuild An alteration to return a building to its previous state or condition.
recapture The billing to tenants of their pro rata share of increased operating expenses after

those expenses have been incurred and paid for by the landlord.
recovery The final phase of emergency preparedness. It starts when the emergency is

under control and stabilized.
reliability The probability of performing without failure a specified function under normal

conditions for a specified period of time.
remodel An alteration to return a building to its previous state or condition.
rent The cost charged per rentable square foot on a monthly or annual basis for a leased area.
repair Work to restore damaged or worn-out property to a normal operating condition. As

a basic distinction, repairs are curative, and maintenance is preventive. Repair can be clas-
sified as minor or major. Major repair commonly exceeds one to two man-days of effort or
exceeds the in-house capability to perform.
replacement Work to replace an item of equipment or a building component. It is the
exchange or substitution of one fixed asset for another having the capacity to perform the
same function. The replacement may arise from obsolescence, wear and tear, or destruc-
tion of the item to be replaced. In general, as distinguished from repair, replacement
involves a complete, identifiable item.
replacement cost Building component replacement and related costs, included in the
capital budget, that are expected to be incurred during the period studied.
request for proposal (RFP) A written solicitation used when the owner wants the option
of making an award on initial proposals or conducting discussions with the offerors.
responsive bid A bid that meets all the terms and conditions of a solicitation.
retrofit In building, alterations to add new materials or equipment not provided at the time
of original construction.
ROA (return on assets) The net profit after taxes divided by the total value of assets
employed to generate income.

Glossary 635

ROE (return on equity) The net profit after taxes divided by the net worth yielding the
total percentage of equity gained through an investment.

ROI (return on investment) The total profit divided by the total amount originally invest-
ed to gain a profit.

sale-leaseback A combination ownership-lease development method in which a company
develops and completes a project and then sells it to a third party, usually a developer or
property manager. The developer then executes a lease with the same company that it pur-
chased the building from. The company, now the developer’s tenant, rents and occupies
the facility for the lease term.

schematic plans (schematics) Drawings to scale that show all basic design features of a
space or building but no construction details or dimensions.

serviceability The capability of a building, assembly, component, product, or construction
to perform the function(s) for which it is designed or used, or both.

service contract Agreement for the performance of various labor-oriented services, fund-
ed on a fiscal-year basis.

service evaluation An evaluation of service to include customer service (effectiveness and
responsiveness) and efficiency.

service order The work category of the smallest category of work. Normally no design is
required.

serviceability requirement A qualitative statement of the serviceability required from a
facility.

serviceability requirements profile (SRP) A listing of the levels of serviceability required
in a facility.

shared tenant services Services provided by a building to allow tenants to share the costs
and benefits of sophisticated telecommunication and other technical services.

shelter in place Selecting a small interior room, with few or no windows, and taking refuge
there because of a hazardous materials release in the atmosphere.

shop drawings Drawings prepared by the contractor and/or subcontractors that show the
proposed method for fabricating and erecting in order to achieve the result outlined in the
contract drawings.

short-term lease A lease with a basic term of less than ten years.
short list A list of vendors selected for further consideration following initial review of all

bids.
simple payback period The time required for the cumulative benefits from an investment

to pay back the investment cost and other accrued costs, not considering the time value
of money.
six sigma A quality assessment methodology which analyzes progress in order to eliminate
rework and reduce errors to a minute minimum.
smart building A building that has additional technical capabilities to provide enhanced
building management and operating efficiency.
soft costs Costs related to the management of a project (e.g., overhead, fees, management
time).
sole-source procurement A procurement awarded to a single vendor without competition.

636 Glossary

solicitation A formal competitive procurement package consisting of applicable docu-
ments to obtain bids and proposals.

sound transmission class (STC) A single-number rating determined by comparing the
measured transmission loss in decibels through a partition against a standard STC contour.
Denotes the reduction of intensity that occurs when sound energy passes through a barri-
er such as a partition (e.g., STC 40 indicates that about 40 decibels of energy are lost when
a sound passes through the tested barrier).

source selection Selecting a contractor or vendor through negotiations.
space The generic definition of a particular enclosed area. May be a building, floor, or any

other defined area. As a practical matter, a space is the area defined by the drawing for that
area.
space allocation Assigning space, normally by rank or by function.
space limits A limit, normally physical, that defines a space (e.g., walls, partitions,
panels).
space planner The individual responsible for planning, managing, and documenting the
space holdings of an agency or company.
specification A precise statement of a set of requirements to be satisfied by a material,
product, system, or service.
sprinklers A fire-suppression system, usually water, designed into many buildings to
reduce compartmentalization of space and provide additional fire protection.
stacking plans Plans showing multiple floors of the same building, the departments occu-
pying space, and the spaces they occupy.
staging area Space for uncrating, assembly, and temporary storage during a project.
stair-stepped rent A rental rate that increases by fixed amounts during the period of the
lease term.
standards The level of service or product that management is willing to fund and expects
to be provided as basic.
statement of work A document describing services to be provided by the design consult-
ant (architect, engineer, or interior designer) for a facility in detail sufficient for the design
to proceed.
stop-work order A written order issued by the contracting officer to direct the contractor
to suspend all or any part of the work.
strategic plan The facility business plan that projects programs five to ten years for most
businesses. Some facility strategic plans project three to five years.
subcontractor A firm that enters into an agreement with the contractor to assume respon-
sibility for a portion of the work covered by the contract.
sublease Leasing of premises by the current tenant to another party for the remaining
balance of an existing lease term.
submittal An item that the contractor is required by the contract to submit to the project
manager.
substantial completion date The date, as determined by the project manager and con-
firmed by the contracting officer, on which the project is suitable for the use for which it
was intended. Normally coincides with the final inspection date.
substitution and credits The ability to substitute nonstandard or nonspecified materials
as specified in a work letter or contract, or to receive dollar credits for the differential cost
versus the standard or specified materials.

Glossary 637

supplier A firm that enters into an agreement with the department, the contractor, or a
subcontractor to provide materials and/or equipment for use on a project.

support equipment environment (SEE) The support surroundings to meet the specific
needs of the operation for equipment (e.g., printers, modems, controllers).

support services A generic term for services structured to support facility management as
well as the rest of the organization such as procurement, human resources, and informa-
tion technology. In very large and very small organizations, these units often report to a
common manager.

suspension of work A temporary work stoppage ordered by the contracting officer for the
convenience of the owner.

sustainability The capability to meet the demands of current users without compromising
the ability of future generations to meet their needs.

swing space Space in which occupants of space under construction can temporarily reside.

task lighting A localized light or light system to accommodate the specific visual task or
work area needs.

technical approval Approval that a work request has received the appropriate technical
review and design.

technical evaluation team A team that includes a procurement officer, the contract offi-
cer’s representative (COR), and other knowledgeable staff as may be determined by the
COR and the purchasing department. This team is responsible for establishing the techni-
cal evaluation weights and criteria included in a solicitation, and reviews and evaluates the
technical proposals of each fully responsive bidder in accordance with preestablished
evaluation criteria.

technical operation The operations that support the design and construction process
(e.g., scheduling, cost engineering, value engineering).

technology unit The organization that supports electronically augmented office work,
terminals, modems, controllers, and so forth.

tenant An organization that has rights and obligations of occupancy in a facility as speci-
fied in a lease or occupancy agreement.

tenant improvements Construction alterations made to make a space suitable for occu-
pancy by a specific tenant.

tender Primarily a term used in the U.K. More familiar in the U.S. as a bid on an offer in
response to a request for offers.

terminal use environment (TUE) The support surrounding of a terminal designed to
meet a specific purpose and function.
cluster A terminal within arm’s reach of two users.
dedicated A terminal within arm’s reach of one user.
regional A self-contained room with four terminals servicing an average of seven
intermittent users.
satellite Two terminals within close proximity to four users for quick and sporadic
access of information.

threat assessment An assessment by competent authority which provides the leadership
of the organization with a tool to assess probable threats, the weaknesses of the organiza-
tion, and more specifically, the facility.

638 Glossary

time and materials method A retroactive method of change order pricing based on the
contractor’s verified accounting of direct costs collected as the work is actually being done.

time value of money The time-dependent value of money stemming from both changes
in the purchasing power of money (inflation/deflation) and the real earning potential of
alternative investments over time.

TQM (total quality management) Meeting or exceeding customer expectations and the
system to measure performance toward that goal.

triple bottom line (TBL) An accounting method which considers not only financial
impacts but also includes environmental and social responsibility impacts. Also called peo-
ple, plant, profit reporting.

turnkey (1) A complete build-out of tenant’s premises to the tenant’s specifications. (2) A proj-
ect totally managed outside the owner or occupant’s organization but to meet their program.

two-step bidding A variation on formal bidding used most often when price is the domi-
nant but not the only award factor. The first step is to establish technical acceptability. In
the second step, bids reveal the lowest-priced, technically acceptable offer.

underfloor ducts A system of ducts permanently located within the floor structure to assist
in the installation of telephone, datacommunications, and electrical wiring.

unit price (unit cost) The contractor’s bid or proposal price for performing a specified
quantity or unit of work. Normally includes the cost of labor, material, and equipment,
plus an amount of overhead and profit.

unprogrammed costs Costs not anticipated or included in a budget but incurred, such as
for an emergency repair.

useful life The period of time over which an investment is considered to meet its original
objective.

user The generic definition of the occupant of a space. May be a tenant or a company
department or an owner.

U.S. Green Building Council A nonprofit consensus coalition of the building industry pro-
moting the understanding of, development, and accelerated implementation of environ-
mentally efficient buildings.

utilization rate Net assignable area/gross area.

vacancy rate The current vacant square footage in a facility divided by the total usable area.
value analysis The procedure for developing and evaluating alternatives to a proposed

economical design that best fulfills the needs and requirements of the owner/user of a
building.
value engineering Evaluation of construction methods and/or materials to determine
which have the net result of reducing cost, consistent with specified performance, reliabil-
ity, maintainability, aesthetic, safety, and security criteria.
VAV system Variable air volume system. A system that allows great flexibility for control-
ling how air is distributed within a building.
vendor evaluation report A written document for a specific vendor detailing the satisfac-
tory or unsatisfactory performance area ratings calculated in the vendor evaluation system.
vendor evaluation system A system that evaluates vendor performance in the areas of
delivery, quality, and compliance with contract provisions.

Glossary 639

video display terminal (VDT) The screen and keyboard, often detachable, of a computer.
virtual emergency operations center (VEOC) A web-based application which links the

normal facility work reception center, security operations, and other emergency service
providers with their customers, organizational management, and responders. The VEOC,
can be accessed globally, but is simply the activation of normal operations during an emer-
gency which precludes the necessity to have unfamiliar channels and procedures during an
operation because the responders and their management use it daily.
visitor A person present who is not an occupant of a facility.
Volatile organic compounds (VOC) Gases emitted from certain solids and liquids that
have negative impacts to health.

white noise Background, random-frequency noise used to mask high-frequency sounds,
such as the consonants in human speech.

work The completed construction required by the contract. In a multiple prime contrac-
tor situation, the work will not be synonymous with the project.

work letter A written attachment to the lease that specifies the types, quantities, and qual-
ities of fixtures and finishes that will be provided as standard by the landlord.

work order See service order.
workplace (office) solutions

flexspace A combination of dedicated offices and shared team space. The offices are
laid out to stress privacy or openness and flexible work arrangements.

floating office An office whose location is determined by the changing location of its
occupant. A floating office is the antithesis of assigned office space.

free address Offices exist but are available on a first-come-first-served basis.
Communications are wireless, and storage is mobile and limited.

name-based and shared offices Offices are reduced in size, and more space is devot-
ed to team space.

just-in-time space Shared office or group space whose use must be scheduled.
shared/assigned space Office and group space is assigned but its use is unscheduled.

Lack of scheduling allows conflicts over space to occur.
work reception center The facilities department unit responsible for receiving, organizing,

and prioritizing work requests. It is the place that customers call for facility services. Should
also be the center of customer service evaluation.

zero-based budgeting A budgeting approach whereby each budget is prepared as if the
current year were the first year such a budget was prepared. Each line and requirement
must be justified from a zero base.

zones The identified portions of a building served by the heating, ventilation, and air-
conditioning system that have separate controls.

This page intentionally left blank

Index

academic degrees, 53, 62, 540 AGIR (a gang in a room) planning, 86
accept-reject approach, 108 alterations
access control, 324, 331–333, 338
accessibility standards, 235 in annual work plan, 89
accounting budgeting for, 498
construction for, 242
project, 504–505 funding of, 394–395
space, 123–124, 128–130 management of, 382–386
time, 458–459 alterations, renovation, and workplace
actual payback period, 110
adaptive reuse, 164 installation category, 498
“Adding Value to Energy Management alterations prioritization committee, 385
alternative dispute resolution (ADR), 255
by Benchmarking” (Derek American Management Association,
Greenauer), 373
ADKAR (Awareness, Desire, Knowledge, 468–469
Ability and Reinforcement) American National Standards Institute, 333
process, 195 American Society for Quality, 468
administrative budgets, 481–482 American Society for Testing and Materials
administrative function(s), 435–459
departmental evaluations as, (ASTM), 119
451–454 American Society of Heating, Refrigerating,
human resources management as,
444–445 and Air Conditioning Engineers
managing loops as, 454–459 (ASHRAE), 184
outsourcing as, 445–449 AMPs (Asset Management Plans), 406–407
partnering as, 449–451 Angrisano, Neal, on opportunity, 75
procurement as, 436–443 annual budgeting
administrative programs, forecasting, capital budgeting vs., 456–457
102–103 traditional problem areas in, 488–492
Adobe Systems Inc., 176 annual facilities report, 453–455
ADR (alternative dispute resolution), Annual Outsourcing Index, 350
255 annual work plans, 82–83, 87–89, 93, 399
AFE (Association for Facilities APPA, see Association of Higher Education
Engineering), 48 Facilities Officers
approval phase, 223
approved change orders, 252
ARAMARK, 222

641

642 Index

architectural-engineering planning Banishing Bureaucracy (David Osborne and
and design Peter Plastrik), 472

and financial management, 495–496 bar coding inventory system, 377–378
sub-functions of, 6 base plan, 231
art programs, 325, 425–427 base rent, 114, 487
asbestos management, 373–374 BCA (Building Commissioning Association),
“As Campuses Crumble, Budgets Are
230
Crunched” (Scott Carlson), 99 BCR (benefit-cost ratio), 113
ASHRAE (American Society of Heating, Behrens, Alfred on being in the real estate

Refrigerating, and Air Conditioning business, 152
Engineers), 184 benchmarking
Asset Management Plans (AMPs), 406–407
assets, facilities as, 21 for budgets and budgeting, 505–506
Association for Facilities Engineering in departmental evaluations, 452
(AFE), 48 energy, 373
Association of Facilities Engineering of M&R, 403–404
(AFE), 11 in total quality management, 469–470
Association of Higher Education Facilities Benchmarking (Robert Camp), 505
Officers (APPA), 11, 48, 59, 392, 403, Benchmark Report, 403
477, 540 benefit-cost ratio (BCR), 113
ASTM (American Society for Testing and Bennis, Warren, 69
Materials), 119 best-value contracting, 65, 207, 245, 352–353
audits, departmental, 73–74 Best Value Procurement (Dean Kashiwagi),
authority, in emergency plans, 269–270
automated systems, 518–520 355
for alterations management, 383 Big Twelve FM actions, 16–17
for building maintenance, 370 BIM, see Building Information Modeling
for construction management, 242, Binder, Stephen, 116, 209, 221
250–252 biometrics, 315–316, 340–341
contractors’ use of, 357 blanket purchase orders (BPOs), 436
for customer service sampling, 464 BMAR, see Backlog of Maintenance and
interoperability of, 317
for maintenance and repair, 397 Repair
for project management, 208–209 BMR, see Backlog of Maintenance and Repair
for WRC, 360, 365 BMS (building maintenance system), 370
see also Integrated Workplace body-shop contracting, 52
Management System BOMA, see Building Owners and Managers
average payback period, 109–110
Association
baby boomers, retirement of, 536–537 BOMA Experience Exchange Report, 451–452
Backlog of Maintenance and Repair BOMI, see Building Owners and Managers

(BMAR, BMR), 407, 411 Institute
Badger, Bill, 75, 352–353, 444–445 BP (British Petroleum), 186–187
Baird, Robert E., 163–164 BPOs (blanket purchase orders), 436
Balanced Scorecard, 65 brainstorming, 86
Brauer, Roger, 127
British Petroleum (BP), 186–187
Brown, Robert Kevin, 136, 151, 494
Bruntland, Gro Harlem, 170

Index 643

Bruntland Report, 170 traditional problems in, 489–492
BSC (Building Security Council), 260 types of, 481–486
bubbling up information, 86 for workplace planning, design, and
budget analysts, 488, 489
budget closeout and evaluation, 502–506 specification, 496
budget increases, 491–492 builders, selecting, 202, 245–246
budgeting, accounting, and economic Builders Hardware Manufacturers

justification category Association, 333
and financial management, 497 building audit, 86, 87
sub-functions of, 6–7 building codes, 310–311
budgeting, accounting, work planning, Building Commissioning, 181, 230
Building Commissioning Association
enterprise systems integration loop,
455–457 (BCA), 230
budget reports, 502 Building Information Modeling (BIM),
budgets (budgeting)
for alterations, renovation, and workplace 56, 58, 529–530
installation, 498 for alterations, 384
and annual work plan, 82–83 in construction management,
for architectural-engineering planning and
design, 495–496 248–249
for budgeting, accounting, and economic for design presentation, 229–230
justification category, 497 possibilities with, 535
for capital needs, 105–107 and space management, 129
closeout and evaluation in, 502–506 in sustainable construction, 181
for communications and security, 492, 493 in turnover process, 253
for construction project management, building life cycle, 182–185
497–498 building maintenance system (BMS), 370
cost comparators and benchmarks in, building operating management, 4
505–506 Building Owners and Managers Association
cost savings areas in, 492, 494
for design, 238 (BOMA), 11, 151, 194, 403, 451–452
execution of, 499–502 Building Owners and Managers Institute
for facility planning and forecasting, 494
for FEOC, 273–275 (BOMI), 11, 151, 477
in financial management, 480–481 Building Security Council (BSC), 260
formulation of, 487–489 building systems, 369
for lease administration, 494 build-vs-lease planning, 90
operational, 482–485 bumping keys, 339
for operations, maintenance, and repair, bureaucracy, 65, 510
399–400, 498–499 Burke, Edmund, on doing nothing, 188
programmatic, 72–73 Burkhalter, Ken, 452
project accounting in, 504–505 Business Continuity Plan, 302–305
for real estate acquisition and disposal, 497 business function, FM as, 17–21, 63, 477
for space planning, allocation, and business schools, FM in, 540–541
management, 494–495 buy-lease analysis, 136–140

CA (condition assessment), 404–405
CAD, see computer-assisted design
CAFM, see computer-aided facility

management systems

644 Index

“CAFM Solutions,” 519 Club of Rome, 170
California Green Solutions website, 177 clustered panel workstation systems,
Camp, Robert, 505
capital budgets and budgeting, 105–107, 236–237
CM, see construction management
456–457, 485–486 CMMS, see Computerized Maintenance
capital programs, 105–108
capital projects Management Systems
Coca-Cola Enterprises, 173–174
in annual work plans, 89 coffee bars, 413
controlling, 108 cogeneration of waste, 376
managing, see project management command issues, in Emergency
minimizing costs of, 199–200
new, 105–107 Preparedness Plan, 269–270
Capoor, Sapna, on biometric market, 315–316 Command Operations Center, 267, 270–271
carbon footprint, 176–177 commissioning, 181, 230
Carlson, Scott, 99 communication(s), 378–382, 507–514
Carson, Rachel, 170
CCTV (closed circuit television), 341–342 budgets and budgeting for, 492, 493
ceiling systems, 234–235 with colleagues and operating managers,
Center for Job Order Contracting
513–514
Excellence, 290 in emergency plans, 267
centralized services, 34 as facility service, 422–424
CERT (Computer Emergency Response in the FM environment, 509–510
for gaining attention, 511
Team), 314 in the language of business, 66–67, 512
certifications, 539 management of, 379–380
Certified Facility Manager, 539 mistakes in, 537
Chaer, Moussa, 519 and public relations, 507–509
chain of command, 269 in security planning, 322–323
change orders, 252 with upper management, 509–510,
“The Changing Role of the Facility
513–514
Executive,” 318 vehicles of, 511–513
chargebacks, 33–34, 486–487 communications plan, 278–279
communications technologies, 521–522
and customer service, 462 comparators
methods for, 114 in budgeting, 505–506
as organizational issue, 57 in departmental evaluations, 451–452
rationale for, 114 developing, 72
WRC and invoicing of, 360 competitive bid process, 244
child care, 428 complacency, 537
“Choosing Appropriate Construction The Complete Handbook of Maintenance

Contracting Methods” Management (John E. Heintzelman),
(Christopher M. Gordon), 204 410–411
circular radiating workstation systems, 236 complexity, prioritization by, 361
City Engineer and the Department of Public component plans, 232
Works, 41, 43 comprehensive estimates, 101
Clinton Climate Initiative, 194 computer-aided facility management
closed circuit television (CCTV), 341–342 systems (CAFM), 152, 517–518

Index 645

computer-assisted design (CAD), 517, 518 evaluation of, 355, 449
Computer Emergency Response Team functions performed by, 51
in multiple locations/strong regional or
(CERT), 314
Computerized Maintenance Management division model, 45
in one-location, multiple sites model, 41
Systems (CMMS), 397, 518 in one-location, one-site model, 39
concept of operation (emergency plans), position of staff members relative to, 67
real estate, 143
266 see also outsourcing
concierge services, 430 continuous improvement, 466–467
Concurrent Facilities Engineering, 222 continuum of FM, 21, 69
condition assessment, maintenance, and contracting, 21, 347–357
and automation systems, 357
annual level of funding for M&R loop, best-value, 65, 207, 245, 352–353
457–458 body-shop, 52
condition assessment (CA), 404–405 construction, 202–204
condition-based maintenance, 408 construction management, 243
configuration of space, 126 and contractor/consultant evaluation, 355
construction, 240–255 general, 243
for alterations, 242 methods of, 353–354
costs of, 240, 250–252 for outsourcing, 347–350
disputes over, 255 and partnering, 355–357
documentation for, 247–248 performance-based, 207
estimates for, 101, 103 and placement of the procurement officer,
FM concerns during, 248–250
in-house personnel involved in, 252–253 354–355
major, 241–243 in procurement, 436–437
minor, 241–242 and types of contracts, 350–352
potential problems with, 254–255 see also outsourcing
process of, 244–245 contracting officer’s representative (COR),
quality control during, 252
for renovation, 242–243 437–438
selecting a builder for, 245–246 contractors
sustainability in, 181
and turnover procedures, 253–254 benefits of using, 50
using special teams for, 67–68 debate over use of, 49–50
construction contracting, 202–204 for efficient/effective management, 47
construction management (CM), 243, evaluation of, 355, 449
248–249 for food service, 414
construction project management, 202–206 functions performed by, 51
budgets and budgeting for, 497–498 in multiple locations/strong regional or
and financial management, 497–498
sub-functions of, 8 division model, 45
construction sites, security planning for, 328 in one-location, multiple sites model, 41
consultants in one-location, one-site model, 39
benefits of using, 50 as partners, 450
debate over use of, 49–50 as part of facilities team, 68
for efficient/effective management, 47 rule for employees vs., 354, 448
see also outsourcing

646 Index

contracts costs
construction, 246–247 benchmarking, 505
for damage assessment and construction, 240, 250–252
recovery, 301 energy, 372
for emergency preparedness, 289–290 reducing, 534, 544
for moves, 388
for products, 237–238 “The Costs and Financial Benefits of Green
types of, 350–352 Buildings” (Gregory Katz), 193

contracts management section (purchasing cost savings, in budgeting, 492, 494
departments), 438 Cotts, Dave, 461, 507, 508
Cousin, Jean, 127
control Cox, Bruce, 519
of alterations, 382–383 CPTED, see crime prevention through
of capital projects, 108, 200
in Emergency Preparedness Plan, 270 environmental design
in large organizations, 33 Crane, Jeff, 481
of major projects, 204–206 credentialing, 331–332
of M&R, 402 crime prevention through environmental
in office manager model, 37
of space, 123–124 design (CPTED), 323–325, 338
of spending, 501–502 Critical Issues in Facilities Management

controlling organizations, 28 (David R. Howard), 365
conventional panel-hung workstation sys- criticality, prioritization by, 361
critical operations, 359
tems, 236 CSR (Corporate Social Responsibility),
coordination of work, 365–366
copy machines, 415 192
COR (contracting officer’s representative), customer-oriented communications, 510
customer profiles, 508
437–438 customer relations, WRC in, 366–367
“Core Competencies for Federal Facilities customer satisfaction, 461
customer service, 510, 542
Asset Management through 2020,” 10
CoreNet Global, 122 and chargebacks, 462
Corporate Facility Planning (Stephen Binder), customer expectations for, 465
empowering employees for, 472–474
209 surveying, 462, 464
Corporate Social Responsibility (CSR), 192 in total quality management, 461–466
cost comparators, 505–506 truths about, 463
cost-effectiveness, 21, 80 Customer Service Manual, 71
customer sovereignty, 461
as essence of facility management, 199 cyclical maintenance, 408–409
in plant operations, 370
standards for, 223 Dalton, Mick, 519
cost justification, 108–113 damage assessment, 297–300
cost of doing business, 469, 478 Damage Assessment Report, 298
cost of ownership, 20, 393–397 Damage Assessment Team, 297–298, 301
cost plus fixed fee contracts, 246 database, organizational, 222
cost plus fixed fee with upset figure data communications, 379, 380
data gathering, 468
contracts, 247
cost plus percentage contracts, 246

Index 647

Davis, Gerald, 22, 87 details (design plans), 233
decentralized services, 34, 41, 263 differentiators, 542
decision making digital technology, 415
directing function, for M&R, 401–402
for building projects, 216 Directorate of Public Works (DPW), 41, 43
disposition costs in, 190, 191 disposal
for real estate, 143, 145
for sustainability, 180 of equipment and furniture, 442–443
defend-in-place, 289 of real property, 162–165
deferred maintenance, 407, 490 disposition costs, 190, 191
delegated responsibility, 21 “Distribution and Measurement of
demolition plans, 231
departmental audits, 73–74 Laboratory and Office Space Costs”
departmental evaluations, 451–454 (Alan D. Wilson), 487
depreciation expense, 107 documentation
design, 225–238 of communications, 379
of communications systems, 379 for construction, 247–248
and documentation, 56, 230 of damage assessment, 300
facility manager’s role in, 226–227 of design, 230
follow-through for, 230–231 in lease administration, 152–154
microlevel, 495 for property management, 155–156
outputs of, 231–233 of security violations, 319
and productivity claims, 237 dollar value, prioritization by, 361
product specification/contracts in, double-signature authorization systems, 501
DPW, see Directorate of Public Works
237–238 “duck rule,” 354, 448
project management during, 202 Dues, John, 160
refining the budget for, 238 duress alarms, 340
reviews and presentations of, 229–230
selecting a firm for, 227–229 Eastman Kodak, 469
space allocation in, 235–237 e-commerce, 442
sustainability in, 172–173, 179–180 ECUA (Emerald Coast Utilities Authority),
systems and standards for, 233–235
design-build bid process, 244 303
design-build cycle, 197–198 educational facilities management, 25–26
construction phase of, 240–255 effectiveness of space, 235
design process in, 225–238 efficiency improvement, 21, 184, 199
project management through, 199–209 efficiency of space, 235–236
project planning in, 220–223 electronic access control, 338
project programming in, 212–220 electronic and information security, 424–425
design-build-operate and maintain electronic entry alarms, 340
electronic security, 340–342
concept, 247 Emerald Coast Utilities Authority (ECUA),
design-build team, 201
design firm, selecting, 227–229 303
Designing the Facility Management emergency management, 4, 9, 257–258,

Organization (IFMA Foundation), 59 270, 367
design reviews, 229–230 emergency phones/call boxes, 343
emergency plan, 262–265

648 Index

emergency preparedness, 259, 268–269, ENR index, 103
281–282 EPA (U.S. Environmental Protection

Business Continuity Plan in, 302–305 Agency), 170
categorizing of emergencies in, 263–264 equipment, responsibility for, 56
critical equipment for, 286 ESCOs (energy services companies), 373
emergency plan for, 262–265 estimates, 101
emergency response in, 295–300
for evacuation, 287–288 for alterations, 383
and facility intelligence, 292–293 in the design phase, 202
facility services for, 289–290 see also forecasting
for leased facilities, 289 evacuation planning, 287–288
mitigation measures in, 284 evaluation(s)
organizational structure for, 265–267 of bidders, 439
recovery phase of, 300–305 budget, 502–506
risk reduction initiatives in, 285–286 of consultants and contractors, 355, 449
for shelter-in, 289 departmental, 451–454
steps in, 282–284 of design firms, 227–229
strategies for mitigation in, 284–285 of emergency requirements, 283
supplies, services, and contracts for, of maintenance and repair, 403–404
as manager’s function, 65
289–290 of real property, 90
threat assessment in, 260–261 of routine work, 470–471
training for, 290–292 serviceability, 87
Emergency Preparedness Plan, 268–280, 282 of services, 71, 366–367
command issues in, 269–270 Evans, Gary, 92
command operations center in, 270–271 excess real property, 163–165
communications plan in, 278–279 existing building operations, sustainability
delineation of responsibilities in, 276–278
facility emergency operations center in, applied to, 173–175
exit strategy, for real estate, 146–148
271–275 expenditure profiles, 499–501
responsibility for control in, 270 Experience Report, 403
succession responsibility in, 270 experts, network of, 64–65
emergency response, 295–300 experts committee, 205–206
damage assessment in, 297–300
by facility management, 297 facial recognition, 341
stages of, 295–296 Facilities Locations, Models and Methods
Emergency Response Teams, 291–292
employee protective measures, 342–343 (Love, Morris, and Wesolosky), 145
employment law, 444 Facilities Maintenance Management
empowerment, 472–475
encryption, 425 (Gregory Magee), 411
energy management, 371–373, 495 Facilities Planning (Roger Brauer), 127
energy services companies (ESCOs), 373 facilities team, leadership of, 67–69
engineering, as organizational issue, 55 Facilities West, 359
Engineering News Record, 103 Facility Design and Management Handbook
engineering services, for emergencies, 275
(Eric Teicholz), 517
Facility Emergency Operations Center

(FEOC), 267, 271–275

Index 649

facility intelligence, 292–293 Facility Management Institute, 11
facility management department, 31–59 Facility Management (Rondeau, Brown, and

cost savings achieved by, 17 Lapides), 494
developing an image for, 73 facility managers
fully international model for, 45–47
multiple locations/strong regional or in the corporate structure, 32
design role of, 226–227
division model for, 43–45 emergency responsibilities of, 276–278
office manager model for, 35–37 functions handled by, 47
one-location, multiple-sites model for, key relationships for, 58
perceptions of, 12–14, 479
40–41 profile of, 19–20
one-location, one-site model for, 38–39 as reactive managers, 10–11
organizational considerations for, 32–35 recovery responsibilities of, 305
organizational models for, 35–47 in security planning, 318
outsourcing by, 50–53 security responsibilities of, 312–315
personality and skills of personnel in, skills for, 544
sources of, 48–49
53–55 success characteristics of, 13, 14
public works model for, 41–43 titles for, 32, 49
staffing of, 48–50 top complaints to, 54–55
thorny organizational issues for, 55–59 see also leadership
facility management (FM), 3–29 The Facility Manager’s Maintenance Handbook
as a business function, 17–20
concepts embraced in, 10 (Payant and Lewis), 461
current mistakes in, 537–539 facility plans, 72, 77–80, 93
definition of, 4 facility programs, 81
development of, 11 Farren, Carole, 209, 231
for educational facilities, 25–26 fast-tracking, 244–245
functions and sub-functions of, 4–10 feasibility analysis, 213–214
future of, 19, 543–544 Federal Emergency Management Agency
for international organizations, 27–28
life cycle of, 22, 23 (FEMA), 270, 295
major actions in, 16–17 Federal Facilities Council, 11
major themes of, 20–21 FEMA, see Federal Emergency Management
needed improvements in practice of,
Agency
541–543 FEOC, see Facility Emergency Operations
needed improvements in profession of,
Center
539–541 financial analyses, preparation of, 113
for non-profit/not for profit financial forecasting, 99–105
financial management, 98–115, 476–478
organizations, 28
perceptions of, 12–13, 479 capital programs in, 105–108
perennial challenges in, 533–537 chargebacks in, 114, 486–487
philosophy of, 14–17 cost justification in, 108–113
in the private sector, 26–27 financial analyses preparation in, 113
in the public sector, 22, 24–25 financial forecasting in, 100–105
skills for, 18–19 keys to success in, 478
trends for the future in, 539 life-cycle costing in, 99–100

650 Index

macrolevel estimating in, 101, 103–105 general contracting, 243
programs, planning, and budgeting in, generic estimates, 101
Gensler & Associates, 127
480–481 Gillick, Terrence, on security, 307
in project planning, 223 Global Green Office Initiative, 187
tax considerations in, 115 globalization, 536
see also budgets (budgeting) Global Reporting Initiative (GRI), 192
fingerprint scans, 341 G-max (guaranteed maximum price)
fire systems, 57
first responders, 291–292, 297 contracts, 246
fleet management, 419–421 Gordon, Christopher M., 204
flexibility, 21 government regulation of budgets, 488
of new FMIS systems, 521 Greenauer, Derek, 373
in property development, 159 Green Building Alliance, 186
in space planning, 120–121, 128 green buildings, 182–185
flexible organizations, 28 greenhouse gas reductions, 177
floor covering plans, 232 green products and services, 170, 175, 181,
floor coverings, 234
floor plans, 232 185–186
FM, see facility management Green Seal Standard and Environmental
FMLink, 479
food service, 413–414 Choice Program, 184
footprints of space, 235 green washing, 185
forecasting GRI (Global Reporting Initiative), 192
and budgeting, 494 growth space, 119, 120
definition of, 117 “GSA LEED Cost Study,” 193
financial, 99–105, 494 GSA (U.S. General Services Administration),
importance of, 99
macrolevel, 99, 101, 103–105, 118 193
microlevel, 495 guaranteed maximum price (G-max)
space, 117–121
sub-functions of, 5 contracts, 246
Forest Stewardship Council (FSC), 185
Friday, Stormy, 59, 75, 430, 461, 507, 508 Hahn, Art, 359
FSC (Forest Stewardship Council), 185 Hamer, Jeff, 520, 523, 524
fully international model, 45–47 hand geometry, 341
furniture hazardous waste management, 373–375
discounts on, 238 hazards, mitigation strategies for, 284–285
installation of, 389–390 health and fitness facilities, 428–430
productivity claims for, 237 Heintzelman, John E., 410–411
furniture plans, 232 Hirshland, Roy, 150
furniture systems, 235 Howard, David R., 365
human deterrents, in security systems, 337
GANTT charts, 242 human resources, 39
general administrative services, 4, 9, 412 human resources management, 444–445
general conditions, in contracting, 436–437
IAQ, see indoor air quality
IBM chargeback model, 114
IDIQ contracting, 350–353
IFMA Foundation, 59

Index 651

illumination predictability formula, 235 iris recognition, 341
improvements, funding of, 394–395 IRR, see internal rate of return
Incognito, Joe, 52 ISO (International Standards Organization),
indoor air quality (IAQ), 183–185,
171
376–377 IWMS, see Integrated Workplace
informal estimates, 101
information and communication technology Management System

plan, 232 job order contracting (JOC), 290, 351–353
information security, 311–312, 339–343, joinery plans, 233

424–425 Kaier, Harvey, 99
information systems, 520, see also Integrated Kanter, Rosabeth Moss, on leadership, 75
Kashiwagi, Dean, 207, 352–353, 355, 437
Workplace Management System Katz, Gregory, 193
information systems department, 378 Keller, Deborah, 302
information technology managers, 312, keyless locks, 339
Key Performance Indicators (KPIs),
314, 422
information technology revolution, 511 452, 460
insider threats, 342 key plans, 124
installation plans, 231–232 knowledge areas for facility managers,
Integrated Workplace Management System
63–67, 477
(IWMS), 57–58, 516–517, 534–535, 539 KPIs, see Key Performance Indicators
and automation of functions, 520 Kvan, Tom, on strategic planning, 80, 83
companies offering, 518
data collection in, 468 Lapides, Paul, 136, 151, 494
interoperability of, 317 LCA (Life Cycle Analysis or Assessment),
for lease administration, 152
need for, 530 172
selecting, 519, 522–528 LCA (life-cycle cost analysis), 190–192
and space management, 129 leadership, 60–75
integration of elements, 21
integration of services, 20, 331 of facilities teams, 67–69
intelligent video, 316 knowledge areas for, 63–67
internal rate of return (IRR), 111, 113 philosophy for, 61–63
International Association of Emergency styles of, 74–75
when taking charge of a facility depart-
Managers (IAEM), 257
International Facility Management ment, 69–74
Leadership in Energy and Environmental
Association (IFMA), 10, 11, 48, 403,
470, 477, 540 Design, see LEED
international organizations, 27–28 Leaders (Warren Bennis and Burt Nanus), 69
International Standards Organization learning centers, 521
(ISO), 171 lease administration/management, 151–154
Internet security, 315
interoperability of systems, 317, 517 and budgeting, 494
inventories, space, 129–130 and financial management, 494
inventory management, 377–378 negotiating of leases in, 140–142
Iowa State University, 469 sub-functions of, 6
lease agreements, 153

652 Index

leased facilities Love, Robert F., 145
advantages of, 138, 140 Lowe, Doug, 218
building standard allowances for,
233–234 MacKnight, Diane, 85
emergency preparedness for, 289 MAC (move, add, change) management, 8
purchased facilities vs., 136–140 macrolevel estimating/forecasting, 99, 101,
security planning for, 328
103–105, 118
leased vehicles, 420 Magee, Gregory, 411
“Leasing Concept” (BOMA-BOMI), 151 mail and messenger services, 416–419
LEED, 143, 173, 175, 176, 180, 183, 185, maintenance

193, 228 cycles of, 72
LeRoy, Wayne, 461 definition of, 393
Life Cycle Analysis or Assessment (LCA), of food service equipment, 414
forecasting, 102–103
172 recommended spending on, 98–99
life-cycle cost analysis (LCA), 190–192 for security, 324–325
life-cycle costing, 20, 99–100 maintenance and repair (M&R), 345–346,

cost reduction through, 534 391–411
of new technologies and equipment, 495 in annual work plan, 89
and project management, 200 budgeting for, 399–400, 498–499
savings with, 492 context for, 404–405
life cycle (FM), 22, 23 controlling, 402
life-cycle management, 72 and cost of ownership, 393–397
life-safety management, 9 directing of, 401–402
life-safety systems, 57 evaluating, 403–404
lighting, security, 336–337 management system for, 397–405
Limits of Growth, 170 organizing a management program for,
line functions, staff functions vs., 34, 55
location of facilities, 211–212 400
lock bumping, 339 planning for, 398–399, 405–409
lock security, 338–339 programming for, 398–399
Logistics Management Institute, 524 of public buildings in North America,
Lohnes, George, 468
long-range plans, 80–85, see also strategic 391–392
and repair projects, 410–411
planning staffing for management of, 401
loop(s), 454–459 maintenance plan, 405–409
major construction, 241–243
budgeting, accounting, work planning, management by walking around, 65–66, 513
enterprise systems integration as, management indicators, 72
455–457 management style, 28
Managing Corporate Real Estate (Rondeau,
condition assessment, maintenance, and
annual level of funding for M&R as, Brown, and Lapides), 136, 151
457–458 man-made emergencies, 264
man-made protective deterrents, 335
in M&R, 397 A Manual for Plant Administration (APPA), 59
planning, programming, budgeting, marketing, 508

execution, evaluation as, 454–455
work management as, 458–459

Index 653

Marti, Manuel, 212 Neve, Trev, 18
master facility planning, 18 new facilities, security planning for, 327–328
MasterFormat, 504 NFMA (National Facility Management
master plan, 86, 92–93
materials control, in emergencies, 275 Association), 11
MBTI, see Myers-Briggs Type Indicator NFPA 101, 287
measurements NOAA (National Oceanic and Atmospheric

excessive dependence on, 67 Administration), 260
in total quality management, 467–469 Nolan, Robert, 237
medical waste, 374–375 Non-Commissioned Officers Association, 48
Meriden Knowledge Solutions, 521 non-profit/not for profit organizations, 28
mid-range plans, 80–85, 89, see also strategic NPV, see net present value
NRC, see National Research Council
planning
minor construction, 89, 241–242 office manager model, 35–37
mitigation, in emergency preparedness, Office Productivity Network (OPN), 496
office technology, 4, 10
284–285 OMOM (one man on a mountain), 85
Morris, James G., 145 one-location, multiple-sites model, 40–41
Moussavian, Amir, on emergency one-location, one-site model, 38–39
Open Standard Consortium for Real Estate
communications, 278
move, add, change (MAC) management, 8 (OSCRE), 229–230, 518
move management, 387–389 operational budgets, 482–485
M&R, see maintenance and repair operational efficiency, 199
multiple locations/strong regional or operational security, 321
operation(s), 345–346, 368–390
division model, 43–45
multiple prime contracts, 247 alterations management as, 382–386
Muther, Richard, 127 budgets and budgeting for, 498–499
Myers-Briggs Type Indicator (MBTI), 54, 74 communications and wire management

Nanus, Burt, 69 as, 378–382
National Association of College and energy management as, 371–373
forecasting, 102–103
University Business Officers, 392 furniture installation as, 389–390
National Facility Management Association hazardous waste management as, 373–375
and indoor air quality, 376–377
(NFMA), 11 inventory management as, 377–378
National Fire Protection Association life plant operations in, 369–371
recycling as, 375–376
safety code (NFPA 101), 287 relocation and move management as,
National Oceanic and Atmospheric
386–389
Administration (NOAA), 260 sustainable, 182–185
National Research Council (NRC), 10, waste management as, 374–375
operations, maintenance and repair
391, 392, 538 and financial management, 498–499
natural access control, 324 sub-functions of, 8
natural emergencies, 264 see also maintenance and repair
natural protective deterrents, 335
natural surveillance, 323–324
needs analysis, for IWMS, 524, 526
net present value (NPV), 110–112, 136, 194

654 Index

OPN (Office Productivity Network), 496 partnering
organizational mission, protection of, as administrative function, 449–451
benefits of, 207
310–311 and contracting, 355–357
organization and functions manual, 72 and outsourcing, 450–451
Organization Development for Facility in project management, 206–208

Managers (Stormy Friday), 59 partnering agreements, 450
organization (method) partnerships

centralized vs. decentralized, 28, 34 for benchmarking, 470
for emergency preparedness, 262, 265–267 public-private, 162
of facility management department, payments, construction, 250–251
Pena, William, on programming, 121
32–47, 55–59 pending change orders, 252
in lease administration, 152 perceptions
for project management, 200–201 of facility management/managers,
for property management, 155–156
for relocation and move management, 12–14, 479
as psychological protective deterrents,
386–387
organizations (institutions) 338
performance-based contracting, 207, 437
international, 27–28 Performance Based Studies Research Group,
non-profit/not for profit, 28
professional, 11, 29 Arizona State University, 207–208,
standards of, 28 353, 437
Osborne, David, 472 Performance Information Procurement
OSCRE, see Open Standard Consortium for System (PIPS), 353
personality, 53–55, 74
Real Estate personnel
Our Common Future (Bruntland Report), 170 accounting for, during evacuations,
outsourcing, 347–350 288
making changes in, 71
as administrative function, 445–449 personality and skills of, 53–55
of administrative services, 430 public-sector, 24
automation issue in, 524, 526 screening of, 337
concerns about, 541 see also staffing
contracting for, 347–350 perspectives (design), 233
costs of, 50 PERT (Program Evaluation Review
of design, 226 Technique), 242
by FM department, 50–53 philosophy
greatest impetus for, 50 of facility management, 14–17
increasing importance of, 33 for leadership, 61–63
methods of, 447–448 physical security, 334–337
and partnering, 450–451 focus of, 321
and procurement, 438 goals for, 310–312
see also consultants; contractors pipeline approach, 45
Outsourcing Institute, 446, 447 PIPS (Performance Information
overcapitalization, 538 Procurement System), 353
ownership
cost of, 20, 393–397
forms of, 160–162

Index 655

planning, 79–97 communications in, 507–514
with annual work plans, 87–89 financial management in, 476–506
and budgeting, 480–481, 494 information systems and technology in,
and departmental budget, 82–83
facility programs in, 81 515–530
and financial management, 494 needed improvements in, 541–543
getting buy-in to, 85–86 quality management in, 460–475
long-range, 80–83, 90–97 PRC (procurement review committee), 442
for maintenance and repair, 398–399 predictive maintenance, 408
master, 18 prescriptive contracts, 437
microlevel, 495 preventive maintenance (PM) program, 72,
mid-range, 80–83, 90–97
short-range, 80–83 407–408
strategic, 80–83 preventive maintenance teams, 407
sub-functions of, 5 printing facilities, 416
for sustainability, 180 prioritization of work, 361
techniques for, 83–87 private-sector facility management, 26–27
see also specific types, e.g.: security planning
financial management in, 476–477
Planning, Programming, and Budgeting M&R in, 392
System (PPBS), 86 Problem Finding and Problem Solving

planning, programming, budgeting, (Alfred Schoennauer), 220
execution, evaluation loop, 454–455 problem solving, 220
procurement, 436–443
Planning and Managing Interior Projects
(Carole Farren), 209, 231 and disposal, 442–443
as organizational issue, 56–57
planning cycle, 86, 87 process of, 438–442
planning team, 319 public-sector, 24
plant, definition of, 369 sustainability issues in, 174–175, 183
plant administration, 4 and team building, 68
plant operations, 369–371 tips for, 443
Plastrik, Peter, 472 procurement officer, placement of, 354–355
PM program, see preventive maintenance procurement review committee (PRC), 442
productivity
program in sustainable buildings, 193
POE, see postoccupancy evaluation and workplace design, 496
point of contact (POC), 361 products
policy committee, 204–206 green, 170, 175, 181, 185–186
political considerations, in project productivity claims of, 237
specifications and contracts for, 237–238
programming, 214 professional development, 537–538
POs (purchase orders), 436–437 professional organizations, 11, 29, 540
post engineering, 4 for design professionals, 225
postoccupancy evaluation (POE), 231, training provided by, 477, 534
profession of facility management
253–254, 366 needed improvements in, 539–541
PPBS (Planning, Programming, and philosophy for, 14–17
recognition for, 62
Budgeting System), 86
practice of facility management, 433

administrative functions in, 435–459

656 Index

Program Evaluation Review Technique public buildings in North America,
(PERT), 242 maintenance and repair of, 391–392

programmatic budgeting, 72–73 public/private partnerships, 162
programming public relations, 541–543

definition of, 121 communications and, 507–509
for maintenance and repair, 398–399 when taking over a department, 71
project, 212–220 public-sector facility management, 22, 24–25
space, 121–123 disposal of real property in, 165
programs, organizing budgets by, 480 financial management in, 476
project accounting, 504–505 M&R in, 392
project approval process, 204 organization of departments for, 33
project management, 199–209 reengineering in, 472
construction phase in, 202–206 and sustainability in building, 180
definition of, 199 public works, 4
design phase in, 202 public works model, 41–43
for large and small projects, 208 pulse points, 359
as organizational issue, 56 purchase of real estate
organization for, 200–201 advantages of, 138
partnering in, 206–208 lease vs., 136–140
pitfalls in, 206 purchase orders (POs), 436–437
systems for, 208–209 purchasing agent, 354–355
project planning, 220–223 purchasing departments, 438
project programming, 212–220 purchasing section (purchasing
aspects of, 213–214
benefits of, 217–219 departments), 438
purpose and scope for, 220
sources and methods for, 214–217 quality control, during construction, 252
project(s) Quality Facility Management (Stormy Friday
capital, see capital projects
definition of, 199, 200 and Dave Cotts), 461, 507, 508
establishing objectives for, 212 quality management, 542,
estimates for, 101
prioritizing, 208 see also total quality management
project team, 201 quality of life, 21
property control, 333 quality of service, 199
property development, 157–162
constraints and considerations in, 158–159 RCM (reliability-centered maintenance), 408
ownership and financing in, 160–162 reactive management, 10–11, 24–25
process of, 157–158 real estate, 135–148
team for, 159–160
property development team, 159–160 acquisition of, 146–148
property disposal, 162–165 budgets and budgeting for, 497
property management, 4, 154–157 disposal of, 162–165
psychological deterrents, 338 evaluating performance of, 90
public address systems, 323 lease management for, 151–154
management of, 540
market changes in, 117–118
minimizing expense of, 122
and negotiation of leases, 140–142

Index 657

placement of function for, 55 ROPA (Return on Physical Assets), 534
and property development, 157–162 routine work, evaluation of, 470–471
and property management, 154–157 Runolfson, Case, 519
purchase vs. lease of, 136–140
site selection for, 142–146 sale-leasebacks, 140
real estate acquisition and disposal function SAME, see Society of American Military
and financial management, 497
sub-functions of, 7 Engineers
records management, 421–422 Sanders, Tim, 174
recovery phase, 300–305 Saphier, Michael, 127
recycling, 174, 184, 375–376 Saving the World at Work (Tim Sanders), 174
redundancy, 21 schedules, for plans, 232
reengineering, 471–472 scheduling, construction, 251, 252
Reengineering the Corporation (Champy and Schoennauer, Alfred, 220
SEAAR (social and ethical accounting,
Hammer), 472
reflected ceiling plans, 232 auditing, and reporting), 192
reliability-centered maintenance (RCM), 408 security
relocation
budgets and budgeting for, 492, 493
management of, 386–387 as organizational issue, 57
and universal planning, 128 in transportation, 419–420
renderings, 233 security management, 4, 307–310
renovations in emergencies, 278
budgeting for, 498 new technologies for, 315–317
construction for, 242–243 physical security goals in, 310–312
rental-purchase agreements, 141 responsibilities for, 312–315
repair, 393, see also maintenance and repair sub-functions of, 9
repair projects, 410–411 security plan, 319
replacement of components/systems, 393 security planning, 318–329
replacement value, 396–397 approach to, 320–322
reprographics, 414–416 communications in, 322–323
research, need for, 540, 541 and crime prevention through
Reserve Officers Association, 48
resource conservation, 174, 183–184 environmental design, 323–325
responsibilities, Emergency Preparedness planning team for, 319
process for, 319
Plan definitions of, 276–278 review of security in, 319
Return on Physical Assets (ROPA), 534 vulnerability assessment in, 325–328
reviews security planning team, 319
security/safety managers, 312, 313
budget, 501 security systems, 330–343
security, 319 access control measures in, 331–333
Richardson, John, on the communications human deterrents in, 337
for information, 339–343
revolution, 380 for locks, 338–339
risk, 162, 285–286 physical deterrents in, 334–337
risk reduction initiatives, 285–286 psychological deterrents in, 338
Robertson, Wayne, 373 self-managed teams, 69
Rondeau, Edmond, 136, 151, 152, 494

658 Index

September 11, 2001, 536 social accounting, 192
serviceability evaluation, 87 social and ethical accounting, auditing, and
service-order moves, 387
service(s), 21, 412–430 reporting (SEAAR), 192
Society for Maintenance and Reliability
art programs as, 425–427
centralized vs. decentralized, 34 Professionals (SMRP), 397
child care as, 428 Society of American Military Engineers
communications as, 422–424
concierge services as, 430 (SAME), 11, 48, 540
contracting for, 353–354 space allocation, 124–125, 235–237
electronic and information security as, space forecasting, 90
space planning, allocation, and manage-
424–425
for emergencies, 275, 289–290 ment, 116–130, 221
emerging, 425–430 accounting in, 123–127
evaluation of, 366–367 and budgeting, 494–495
food service as, 413–414 and financial management, 494–495
green, 170, 175, 181, 185–186 forecasting of space needs in, 117–121
health and fitness facilities as, 428–430 prioritization of space in, 128–130
mail and messenger, 416–419 programming of space requirements in,
outsourcing of, 430, 445–446
procurement of, 436 121–123
of property managers, 156–157 sub-functions of, 6
quality of, 199 and universal planning, 127–128
records management as, 421–422 special conditions, in contracting, 436–437
reprographics as, 414–416 specifications, product, 238
shared, 427 spending, control of, 501–502
traditional, 413–425 Stack, Michael, 151
transportation and fleet management as, staff functions, line functions vs., 34, 55
staffing
419–421 diverse nature of, 67
shared services, 427 of facility management department, 48–50
shelter-in, 289 and human resources management, 444
Shewhart cycle, 466–467 for mailrooms, 416
short-range plans, 80–83 for M&R management, 401
Shoshkes, Lila, 127 reductions in, 473, 490
shredders, 425 and retirement of baby boomers, 536–537
shuttle bus systems, 421 see also personnel
Sightlines, 534 standards, 223
Silent Spring (Rachel Carson), 170 for alterations, 382–383
site selection, 142–146 to avoid progressive collapse, 303
site selection team, 143 for BIM, 230
Six Sigma, 468–469 for building assessments, 136
smart cards, 315 design, 233–235
Smith, Leland, 163 for lock hardware and exit devices, 339
SMRP (Society for Maintenance and of organizations, 28
serviceability, 87
Reliability Professionals), 397 sustainability, 171, 175–176, 184–185
work, 458

Index 659

Stegmeier, Diane, 129–130 Systematic Layout Planning, 127
Steven Winter Associates, Inc., 193 Szigeti, Francoise, 87
Strategic Assessment Model, 403
strategic planning, 80–83, 90–97 task definition stage, 213
tax considerations, 115
as descriptive, 83 technological emergencies, 264
format for, 93–95 technological security, 321
input for, 91 technologies, 517
as organizational issue, 55
reviews and updates of, 95–97 as challenge for FM, 534
techniques for, 83–87 importance of, 4
tools for, 91–93 for mail services, 418
see also long-range plans for reprographics, 415
strategic relocation, 386 for security management, 315–317, 322,
structural barriers, 335
succession responsibility, 270 323, see also security systems
supplies in sustainable construction, 181
for emergency preparedness, 289–290 trends in, 520–522
partnering agreements for, 356 see also automated systems
support services, for emergencies, 275 technology management, 9
surveillance, natural, 323–324 Teicholz, Eric, 92, 517
sustainability, 20, 169–177, 189–190 telecommunications, 379, 423–424
applied to existing buildings’ operations, temporary workspaces, 427
tenant-landlord relationships, 150–151
173–175 territorial reinforcement, 324
and carbon reduction, 176–177 Thatcher, Meredith, 96
in construction of buildings, 181 threat assessment, 260–261
definitions related to, 170–172 3BL (Triple Bottom Line Accounting),
in design of buildings/facilities, 172–173,
192
179–180, 495 three-step identification process, 316
economic studies of, 193–194 Three 5’s Test, 474, 508
and energy management, 371 time accounting, 458–459
enterprise endorsement of, 194–196 top down planning, 86
and financial management, 496 topology, 127
green products and services for, 185–186 total quality management (TQM),
guidelines for, 171, 175–176
history of, 169–170 460–475
internal initiatives for, 186–188 benchmarking in, 469–470
and life-cycle cost analysis, 190–192 continuous improvement in,
in operation of buildings, 182–185
sub-functions of, 7 466–467
and Triple Bottom Line Accounting, 192 customer service in, 461–466
Sustainability Director/Officer position, 187 empowerment in, 472–475
Sustainable Facility Management evaluation of routine work in,

Framework, 195 470–471
swing space, 119 five pillars in, 461
SWOT analysis, 320 measurement aspect of, 467–469
reengineering in, 471–472
trade organizations, 540

660 Index

training VEOC, see Virtual Emergency Operations
for emergency preparedness, 290–292 Center
and empowerment, 473–474
for green building operations, 182, 183 video analytics, 316
in human resources management, video turnstiles, 336
444–445 violence in the workplace, 263–264
security, 322 Virtual Emergency Operations Center
for use of IWMS, 535
(VEOC), 280, 516
transportation management, 419–421 visible projects, 71
Triple Bottom Line Accounting (3BL), 192 visitor control, 333
true cost of doing business, 469, 478 volatile organic compounds (VOCs), 184
Turner Construction, 222 vulnerability assessment, 325–328
turnkey process, 245
turnover procedures, 253–254 wall covering/finish plans, 232
turnstiles, 335–336 walls, 235
Washington, DC Metro system, 17
underfunding of facilities departments, 490 waste management, 181, 373–375, see also
UNIFORMAT, 504
universal planning, 127–128 recycling
U.S. Army Corps of Engineers water efficiency, 174
water usage, 173
(USACE), 333 Weisberg, David, on buying technology,
U.S. Department of Defense, 17
524
IDIQ contracting used in, 351 Wesolosky, George O., 145
macrolevel forecasting tools of, 119 Whole Building Design Guide website,
Planning, Programming, and Budgeting
191
System of, 86 WiFi, see wireless communications
Public Works model from, 41–43 Wilson, Alan D., 114, 125, 487
U.S. Environmental Protection Agency wireless communications (WiFi), 382, 425
“Wireless Systems in the Facility” (IFMA
(EPA), 170
U.S. Federal Government Foundation), 424
wire management, 378–382
core competencies for asset management work control, for emergencies, 275
in, 75 work management loop, 458–459
workplace installation, budgeting for, 498
organization of facility managers within, 11 workplace planning, allocation, and man-
U.S. General Services Administration (GSA),
agement function, 6
193 workplace planning, design, and specifica-
U.S. Green Building Council (USGBC), 170,
tion
172, 176, 496 budgets and budgeting for, 496
USACE (U.S. Army Corps of Engineers), and financial management, 496
work plans, 85, see also annual work plans
333 work reception and coordination center
user requirements, meeting, 57
USGBC, see U.S. Green Building Council (WRC), 359–367
utility control, 333 continuous improvement monitored by,
utilization of space, 127
467
value engineering, 495 coordination of work by, 365–366

Index 661

prioritization and flow of work in, World Building Council for Sustainable
361–363 Development website, 177

procedures of, 362, 364–365 World Workplace, 538
service evaluation by, 366–367 WRC, see work reception and coordination
and success of M&R program, 409
Work Request and Work Fulfillment center
WRWOF Standard Version 1.0, 535
(WRWOF) Standard Version 1.0, 535
workstation systems, 236–237 Yeaton, Lee, 417