EN 15221-1:2006

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Facility Management - Part 1: Terms and definitionsUpravljanje objektov in storitev - 1. del: Izrazi in definicijeFacilities management - Partie 1 : Termes et définitionsFacility Management - Teil 1: BegriffeTa slovenski standard je istoveten z:EN 15221-1:2006SIST EN 15221-1:2007en91.040.01Stavbe na splošnoBuildings in general03.080.99Druge storitveOther services01.040.03Storitve. Organizacija podjetja, vodenje in kakovost. Uprava. Transport. Sociologija. (Slovarji)Services. Company organization, management and quality. Administration. Transport. Sociology. (Vocabularies)ICS:SLOVENSKI
STANDARDSIST EN 15221-1:200701-januar-2007

EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 15221-1October 2006ICS 01.040.03; 91.040.01; 01.040.91; 03.080.99 English VersionFacility Management - Part 1: Terms and definitionsFacilities management - Partie 1 : Termes et définitionsFacility Management - Teil 1: BegriffeThis European Standard was approved by CEN on 18 September 2006.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the Central Secretariat or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN member into its own language and notified to the Central Secretariat has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania,Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36
B-1050 Brussels© 2006 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 15221-1:2006: E

Page Foreword.3 Introduction.4 1 Scope.5 2 Terms and definitions.5 3 Scope of Facility Management.7 Annex A (informative)
Facility Management model.8 A.1 General.8 A.2 Organisation.8 A.3 Demand and supply.9 A.4 Levels of interaction (strategic, tactical, operational).9 A.5 Conclusion.10 Annex B (informative)
Scope of Facility Management.11 B.1 General.11 B.2 Space & Infrastructure.12 B.3 People & Organisation.14

– Improve communication between stakeholders. – Improve effectiveness of primary activities and Facility Management processes, as well as the quality of their output. – Develop tools and systems. This European standard is a lead document in terms of standards in Facility Management that other initiatives should follow. Initiatives for other standards, guidelines and technical specifications cannot be made without reference to this lead document.
For better understanding of the terms and definitions used in this document, it is recommended to read the model and explanation in Annex A first. The Facility Management model is derived from several existing and highly developed solutions thus should not describe a status quo. The principles of developing the Facility Management model are also to keep it as simple as possible and also be adaptable to other specific tasks of organisations.

For the purposes of this European Standard, the following terms and definitions apply.
NOTE More Facility Management related terms are defined in the specific Facility Management standards. In case of discrepancies this document is the ruling document. 2.1 benchmarking process of measuring performance (including price) of facility services and comparing the results internally and/or externally 2.2 client organisation that procures facility services by means of a Facility Management agreement NOTE The client acts on a strategic level and has a general and/or key function in all stages of the relationship with the service provider. The customer specifies the facility services. 2.3 customer organisational unit that specifies and orders the delivery of facility services within the terms and conditions of a Facility Management agreement NOTE The customer acts on a tactical level. 2.4 end user person receiving facility services
NOTE A visitor could also be an end user.
2.5 facilities management facility management integration of processes within an organisation to maintain and develop the agreed services which support and improve the effectiveness of its primary activities 2.6 facility tangible asset that supports an organisation
2.7 facility management agreement written or oral agreement stating the terms and conditions for provision of facility services between a client and an internal or external service provider
2.8 facility management contract legally binding Facility Management agreement between different legal entities

NOTE A Facility Management service provider can be internal or external to the client.
2.11 facility service support provision to the primary activities of an organisation, delivered by an internal or external provider NOTE Facility services are services related to Space & Infrastructure and to People & Organisation. 2.12 integrated facility services set of facility services that interact with each other 2.13 key performance indicator (KPI) measure that provides essential information about the performance of facility services delivery 2.14 primary activities activities that constitute the distinctive and indispensable competencies of an organisation in its value chain
NOTE The distinction between the primary activities and support services is decided by each organisation individually; this distinction has to be continuously updated. 2.15 service level agreement (SLA) agreement between the client or customer and the service provider on performance, measurement and conditions of services delivery NOTE A Facility Management agreement consists of general clauses, applicable to the whole agreement, and SLA specific clauses, only applicable to a facility service. In a Facility Management agreement several SLAs are included. 2.16 service provider organisation that is responsible for the delivery of one or more facility services NOTE A service provider can be internal or external to the client's organisation.
2.17 supplier provider of a facility service or a product

Facility Management covers and integrates a very broad scope of processes, services, activities and facilities. The distinction between the primary activities and support services is decided by each organisation individually. Annex B illustrates the relation between facility services and other support services. The field of Facility Management can be grouped around client demands, which can be summarised under two main headings: – Space and Infrastructure; – People and Organisation. The intended focus on demand is to underline the client orientation of Facility Management. For each type of client demand, Annex B provides examples of services that respond to these demands to illustrate the scope of Facility Management. Due to the complexity and the changing markets, client demands are subject to change.
The basic concept of Facility Management is to provide integrated management on a strategic and tactical level to coordinate the provision of the agreed support services (facility services). This requires specific competencies and distinguishes Facility Management from the isolated provision of one or more services.

Facility Management model A.1 General Annex A presents the Facility Management model which provides a framework describing how Facility Management supports the primary activities of an organisation. It deals with the demand and supply relationship and presents the different levels of possible Facility Management interaction.
Figure A.1 – Facility Management Model A.2 Organisation An organisation relies on its primary processes in order to achieve its strategic objectives. Changing market forces and developments from legislation, technology and mergers constantly influence these processes. These changes shall be managed and structured in strategic, tactical and operational levels, in order to remain viable and compliant to changing demands.
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