EN 15221-3:2011
(Main)Facility Management - Part 3: Guidance on quality in Facility Management
Facility Management - Part 3: Guidance on quality in Facility Management
This European Standard provides a guideline how to measure, achieve and improve quality in FM. It gives complementary guidelines to EN ISO 9000, EN ISO 9001 and EN 15221-2 within the framework of EN 15221 1. The standard provides a link into management methods and management theories.
This European Standard is applicable to:
- FM in public and private organizations;
- client organization and service provider relationships;
- full range of facility products or facility services;
- both types of service providers in FM (internal and external);
- all types of working environments (e.g. industrial, commercial, administration, military, healthcare etc.).
This European Standard is applicable to business services (not consumer oriented).
This European Standard does not:
- replace the quality management systems of the client organization;
- provide standard forms:
- for performance and quality management systems (delivering a quality management system);
- for defining requirements;
- for a measurement tool;
- for service level;
- apply to the certification of the quality system of Facility Management (covered by EN ISO 9001).
Facility Management - Teil 3: Leitfaden für Qualität im Facility Management
Diese Europäische Norm stellt einen Leitfaden zur Messung, Erreichung und Verbesserung der Qualität im Facility Management bereit. Sie enthält ergänzende Leitlinien zu EN ISO 9000, EN ISO 9001 und EN 15221-2 im Rahmen von EN 15221-1. Die Norm bietet eine Verknüpfung zu Managementverfahren und Management-theorien. Diese Europäische Norm ist anwendbar auf:
- Facility Management in öffentlichen und privaten Organisationen;
- Beziehungen zwischen Auftraggeber-Organisation und Dienstleister;
- den vollen Umfang von Facility-Produkten bzw. Facility Services;
- beide Arten von Dienstleistern im Facility Management (intern und extern);
- alle Arten von Arbeitsumgebungen (z. B. Industrie, Handel, Verwaltung, Militär, Gesundheitswesen usw.). Diese Europäische Norm ist anwendbar auf Geschäftsdienstleistungen (nicht verbraucherorientiert). Folgendes leistet diese Norm nicht:
- sie ersetzt nicht die Qualitätsmanagementsysteme der Auftraggeber-Organisation;
- sie bietet keine Standardvorlagen für Leistungs- und Qualitätsmanagementsysteme (Bereitstellung eines Qualitätsmanagementsystems);
- die Definition von Anforderungen;
- ein Messwerkzeug;
- Service Level;
- sie gilt nicht für die Zertifizierung des Qualitätssystems des Facility Managements (behandelt in EN ISO 9001).
Facilities management - Partie 3: Guide relatif à la qualité en Facilities Management
La présente Norme européenne fournit des lignes directrices sur la manière de mesurer, d'obtenir et
d'améliorer la qualité en FM. Elle donne également des lignes directrices complémentaires à l'EN ISO 9000,
l'EN ISO 9001 et l'EN 15221-2 dans le cadre de l'EN 15221-1. La norme assure un lien entre les méthodes de
management et les théories de management.
La présente Norme européenne est applicable :
- au FM dans les organisations publiques et privées ;
- aux relations entre l'organisation du donneur d'ordres et le prestataire de services ;
- à la gamme complète des produits ou services de facilities management ;
- aux deux types de prestataires de services en FM (internes et externes) ;
- à tous les types d'environnement de travail (par exemple, industriel, commercial, gouvernemental,
militaire, lié aux soins de santé, etc.).
La présente Norme européenne est applicable aux services pour les entreprises (non orientés vers le
consommateur).
La présente Norme européenne :
- ne remplace pas les systèmes de management de la qualité de l'organisation du donneur d'ordres ;
- ne fournit pas de formulaires normalisés :
- pour les systèmes de management de la qualité et des performances (fourniture d'un système de
management de la qualité) ;
- pour la définition des exigences ;
- pour un outil de mesure ;
- pour le niveau de service ;
- ne s'applique pas à la certification du système qualité de Facilities management (couvert par
l'EN ISO 9001).
Upravljanje objektov in storitev - 3. del: Navodilo za kakovost pri upravljanju objektov in storitev
Namen te predstavitve je poudariti, da model FM 15221-1 še vedno velja za uporabnike FM, vendar ta model FM potrebuje prilagoditev za nekatere organizacije. Te prilagoditve tvorijo prispevek in vidik za osnutke standardov.
Cilji te predstavitve so:
- dati bralcu pomoč in smernice za iskanje po osnutkih dokumentov,
- prikazati razmerje novih osnutkov z obstoječimi standardi EN 15221-1 in EN 15221-2 in z osnutki,
- ustvariti boljše razumevanje namena osnutkov in njihovih vsebin,
OPOMBA: Ta predstavitev ne bo potrebna po fazi poizvedbe.
Osnove FM
- Upravljanje objektov in storitev je podlaga v vsaki organizaciji za podporo glavnih procesov.
- Upravljanje objektov in storitev je na vseh nivojih organizacije.
- Upravljanje objektov in storitev zajema in podpira vse glavne aktivnosti, vključno z administracijo in pravom.
- Upravljanje objektov in storitev optimizira vnos virov (energija, mediji, osebje).
- Upravljanje objektov in storitev omogoča organizaciji, da je učinkovita in zmogljiva pri spremembah, ki se nanašajo na prostor, infrastrukturo, ljudi in organizacije.
- Upravljanje objektov in storitev ne more biti zunanja storitev samo za objekte
Osnovna načela, ki se uporabljajo v osnutkih
- Znanje serij ISO 9000-90004 in dokumenti z navodili.
- Poznavanje kroga PDCA, kar pomeni planiraj, izvedi, preveri in ukrepaj.
- Poznavanje obstoječih nacionalnih standardov.
- Osnutki črpajo iz izkušenj vodilnih FM organizacij in jih pretvarjajo v primere.
Osnovna sporočila od prEN 15221-3 do prEN 15221-6.
Obstaja močna povezava med osnutkom prEN 15221-3 z osnutkoma prEN 15221-4 in prEN 15221-5.
Ti osnutki so prav tako močno povezani z modelom FM iz EN 15221-1.
General Information
Relations
Standards Content (Sample)
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Upravljanje objektov in storitev - 3. del: Navodilo za kakovost pri upravljanju objektov in storitevFacility Management - Teil 3: Leitfaden für Qualität im Facility ManagementFacilities management - Partie 3: Guide relatif à la qualité en Facilities ManagementFacility Management - Part 3: Guidance on quality in Facility Management91.040.01Stavbe na splošnoBuildings in general03.080.99Druge storitveOther servicesICS:Ta slovenski standard je istoveten z:EN 15221-3:2011SIST EN 15221-3:2011en,fr,de01-december-2011SIST EN 15221-3:2011SLOVENSKI
STANDARD
EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM
EN 15221-3
October 2011 ICS 03.080.99; 91.140.01 English Version
Facility Management - Part 3: Guidance on quality in Facility Management
Facilities management - Partie 3: Guide relatif à la qualité en Facilities Management
Facility Management - Teil 3: Leitfaden für Qualität im Facility Management This European Standard was approved by CEN on 8 July 2011.
CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management Centre has the same status as the official versions.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, 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 STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG
Management Centre:
Avenue Marnix 17,
B-1000 Brussels © 2011 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 15221-3:2011: ESIST EN 15221-3:2011
GAP-Model . 32Annex B (informative)
Additional information and recommendation for measurement metrics . 35B.1 Recommendation for designing a metric system . 35B.2 Attributes of indicators . 36B.3 Indicators selection criteria . 37B.4 Required properties of indicators . 37B.5 Data gathering techniques: . 38B.6 Domains and categories on indicators . 39Bibliography . 44 SIST EN 15221-3:2011
The FM-model of EN 15221-1 is shown below.
Model EN 15221-1:2006 These standards also build on widely accepted management principles, in particular value chain (Porter, M E, (1985), "Competitive Advantage: creating and sustaining superior performance", Free Press, New York) and quality control (PDCA (Plan, Do, Check, Act). Deming, W E (1986), "Out of the Crisis", MIT, Cambridge). Reference to ISO 10014:2006, Quality management – Guidelines for realizing financial and economic benefits.
D E M A N D S P E C I F Y I N G S L A s S U P P L Y D E L I
V E R I
N G STRATEGIC TACTICAL OPERATIONAL Client Customer End User O R G A N I S A T I O N PROVI DERInternaland/ orexternalPRIMARY PROCESSES SUPPORT PROCESSES K P I s FACILITY SERVICES PRIMARY ACTIVITIES Facility Management Agreement D E M A N D S P E C I F Y I N G S L A s S U P P L Y D E L I
V E R I
N G STRATEGIC TACTICAL OPERATIONAL Client Customer
End User O R G A N I S A T I O N PROVI DERInternalor /
and externalPRIMARY PROCESSES SUPPORT- PROCESSES K P I s FACILITY
...
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