BS EN 15221-3:2011 pdf download

BS EN 15221-3:2011 pdf download.Facility Management Part 3: Guidance on quality in Facility Management.
— read, financial targets;
— improve the cbent image;
— enable corporate soceal responsibility! sustainability:
— measure congruence between needsideniands and delivery of customer, client and end-user.
0.2 Terms product and service — general and In facility management context
The terms product, service, facility product and facility service is used in this standard and the interrelationsh need to be explained:
“Product” is used in the general EN ISO 9000 context of quality management in the sense of hardware, software, service. This use should help to provide the connection to estabhshed existing principles and methods of quality management in EN ISO 9000 context.
“Service” as part of the definition ‘product is used in the general quality management context as a time- perishable, intangible experience performed for a customer acting as co-producer.
“Facility services” is defined in EN 15221-12006 and is the support provision to the primary activities of an organization, delivered by an internal or external provider. Facility services are services related to “space and infrastructure” and to “people and organization”.
According to the existing FM model en standard EN 15221.1 is decided that facility services are only used on operational level The terms “facity services” and “classified facility products” are not used on tactical and strategic level.
“facibty product” is one of a defined set of hierarchically organized classified facility services – only the term “(classified) facility products” is used in that context only.
In EN 15221-4 and EN 15221-5 facility services have been classified These “classified facility services” will be called “(dassified) facility products’ or ‘simply facility products”. When refernng or using the term facility product, they wll refer to EN 15221-4.
The dassification of “facility services” to “classified facility products” is described in 5.4.2. After this subclause, the terms “facility services” and “classified facility products” are used in this standard.
— then to provide it within the delivery process.
4.2 Criteria, background, elements and influences to quality
Quality is the degree in which a set of characteristics fulfils requirements. In the context of FM. requirements have to be fulfilled for the client organization including the client, customer, end user and society.
In the process of defining the characteristics of the product that are defined in the SUSLA the following aspects for an orgarnzation shall be thoroughly considered:
— the needs (e.g. subsistence, protection, affection, understanding, participation, leisure, creation. identity. freedom, etc.) which are physiological or psychological requisite for their well-being:
– the expectation or belief (projection into the future) whidi may be expressed precisely, explicitly, fussily or implied;
the perception (process of interpretation and organization of the stimulation of the humans sensory receptors to produce an experience) within the context of the society, culture, traditions: etc. The perception of quality is strongly influenced by the needs, expectations and constraints of the recipient of the product at the time of delivery:
— client, customer and end user perceived value as ratio of satisfaction andlor experience over perception of the fairness of the price;
— the various constraints (e g. financial, resources, legal. etc) resulting in selection, filtering, prioritisirig within the clients organization and related market,
It is important to note, that needs. expectations, perceptions are different for all individuals as well as part of organizations and clients management have to be used to select and pnoritise the various performanc&quality criteria considering various constraints within the organization and the market.
In the process of delivering the product as well as in the process of receiving/consuming the product the same as above mentioned aspects apply and shall be considered.
In the life cycle the changes of above aspects shall be considered as well as changes of knowledge and changing of awareness.
4.3 Type of Characteristics
4.3.1 General
In order to define the quality of a product, indicators for appropriate characteristics shall be used. They may be defined as objective (hard) and/or subjective (soft) characteristic. Indicators for subecUve characteristics are mostly not clearly expressed/described since they are related to client, customer and end user’s needs, expectations and perceptions and they are often generally implied.
4.3.2 ObjectIve (hard) characteristic
— physical
(e.g. mechanical, electrical characteristics)
– temporal
(e.g. punctuality, reliability, availability)
— functional.