prEN ISO 41011

SLOVENSKI STANDARD
oSIST prEN ISO 41011:2023
01-marec-2023
Nadomešča:
SIST EN ISO 41011:2018
Upravljanje objektov in storitev - Slovar (ISO/DIS 41011:2023)
Facility management - Vocabulary (ISO/DIS 41011:2023)
Facility Management - Begriffe (ISO/DIS 41011:2023)
Facility management - Vocabulaire (ISO/DIS 41011:2023)
Ta slovenski standard je istoveten z: prEN ISO 41011
ICS:
01.040.03 Storitve. Organizacija Services. Company
podjetja, vodenje in kakovost. organization, management
Uprava. Transport. and quality. Administration.
Sociologija. (Slovarji) Transport. Sociology.
(Vocabularies)
03.080.10 Vzdrževalne storitve. Maintenance services.
Upravljanje objektov Facilities management
oSIST prEN ISO 41011:2023 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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oSIST prEN ISO 41011:2023

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oSIST prEN ISO 41011:2023
DRAFT INTERNATIONAL STANDARD
ISO/DIS 41011
ISO/TC 267 Secretariat: BSI
Voting begins on: Voting terminates on:
2023-01-09 2023-04-03
Facility management — Vocabulary
Facility management — Vocabulaire
ICS: 01.040.03; 03.080.10
This document is circulated as received from the committee secretariat.
THIS DOCUMENT IS A DRAFT CIRCULATED
FOR COMMENT AND APPROVAL. IT IS
ISO/CEN PARALLEL PROCESSING
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
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WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 41011:2023(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
PROVIDE SUPPORTING DOCUMENTATION. © ISO 2023

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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2023(E)
DRAFT INTERNATIONAL STANDARD
ISO/DIS 41011
ISO/TC 267 Secretariat: BSI
Voting begins on: Voting terminates on:

Facility management — Vocabulary
Facility management — Vocabulaire
ICS: 01.040.03; 03.080.10
This document is circulated as received from the committee secretariat.
COPYRIGHT PROTECTED DOCUMENT
THIS DOCUMENT IS A DRAFT CIRCULATED
FOR COMMENT AND APPROVAL. IT IS
© ISO 2023
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NATIONAL REGULATIONS.
Website: www.iso.org ISO/DIS 41011:2022(E)
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NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
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  © ISO 2023 – All rights reserved
PROVIDE SUPPORTING DOCUMENTATION. © ISO 2022

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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2022(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
3.1 Terms related to facility management . 1
3.2 Terms related to assets . 3
3.3 Terms related to people . 4
3.4 Terms related to sourcing . . 6
3.5 Terms related to process . 9
3.6 Terms related to finance . 11
3.7 Terms related to general business .12
3.8 Terms related to measurement. 16
Bibliography .19
Index .20
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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2022(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: www.iso.org/iso/foreword.html.
This document was prepared by Technical Committee ISO/TC 267, Facility Management.
This second edition of ISO 41011 cancels and replaces ISO 41011:2017, which has been technically
revised.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html.
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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2022(E)
Introduction
0.1 Purpose
The International Standards developed by ISO/TC 267 describe the characteristics of facility
management and are intended for use in both the private and public sectors.
NOTE The terms “facility management” and “facilities management” can be used interchangeably.
0.2 Relationship with other standards
International cooperation in the preparation of these International Standards has identified common
practices that can be applied across a wide variety of market sectors, organizational types, process
activities and geographies, and their implementation will help to:
— improve quality, productivity and financial performance;
— enhance sustainability and reduce negative environmental impact;
— develop functional and motivating work environments;
— maintain regulatory compliance and provide safe workplaces;
— optimize life cycle performance and costs;
— improve resilience and relevance;
— project an organization’s identity and image more successfully.
0.3 Target audience
This International Standard is primarily intended for use by:
— those considering how to improve the value for their organization from their facility management
base
— those involved in the establishment, implementation, maintenance and improvement of a facility
— those involved in the planning, design, implementation and review of facility management activities
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oSIST prEN ISO 41011:2023

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oSIST prEN ISO 41011:2023
DRAFT INTERNATIONAL STANDARD ISO/DIS 41011:2022(E)
Facility management — Vocabulary
1 Scope
This document defines terms used in facility management standards.
This document is intended to be used by but not limited to those:
— engaged in facility management,
— who are involved in activities of ISO and CEN, and
— responsible for national or sector-specific standards, guides, and processes relating to facility
management.
These terms are expected to be used in standards under development in accordance with the approved
work plan of ISO/TC 267.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1 Terms related to facility management
3.1.1
facility management
facilities management
FM
organizational function which integrates people, place and process (3.5.13) within the built environment
(3.2.3) with the purpose of improving the quality (3.7.16) of life of people and the productivity of the
core business (3.1.2)
[SOURCE: ISO 41011:2017, 3.1.1]
3.1.2
core business
entity (3.7.7) from which needs (3.1.8) are derived
[SOURCE: ISO 41011:2017, 3.1.7]
3.1.3
demand
stated requirement (3.1.9) for a services (3.5.14) or products (3.5.12) to be delivered
[SOURCE: ISO 41011:2017, 3.1.4.2]
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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2022(E)
3.1.4
facility management organization
FM organization
entity responsible for facility management (3.1.1)
[SOURCE: ISO 41014:2020, 3.1.2]
3.1.5
facility process
process (3.5.13) which is integrated and managed by a facility management (3.1.1) organization (3.3.6)
[SOURCE: ISO 41011:2017, 3.1.3.2]
3.1.6
facility service
support provision to the primary activities (3.7.15) of an organization (3.3.6), delivered by an internal or
external provider
[SOURCE: ISO 6707-4:2021, 3.5.31]
3.1.7
internal service provision
in-house service provision
delivery and management of a service (3.5.14) by staff employed by the demand organization (3.3.4)
[SOURCE: ISO 41011:2017, 3.1.2]
3.1.8
need
expectation, specific or abstract, from the demand organization (3.3.4) which is essential to enable the
achievement of the core purpose and key objectives (3.7.14)
[SOURCE: ISO 41011:2017, 3.1.4]
3.1.9
requirement
need (3.1.8) or expectation that is stated, generally implied or obligatory
Note 1 to entry: “generally implied” means that it is custom or common practice for the organization (3.3.6) and
interested parties (3.3.6) that the need (3.1.8) or expectation under consideration is implied.
Note 2 to entry: A specified requirement (3.1.9) is one that is stated, for example in documented information (3.7.4).
[SOURCE: ISO 6707: 2021, 3.1.10]
3.1.10
service level
complete description of requirements (3.1.9) of a product (3.5.12), process (3.5.13) or system (3.5.15)
with their characteristics
[SOURCE: ISO 41011:2017, 3.1.4.3]
3.1.11
service level agreement
SLA
document which has been agreed between the demand organization (3.3.4) and a service provider
(3.1.12) on performance (3.8.11), measurement (3.8.9) and conditions of service (3.5.14) delivery
[SOURCE: ISO 41011:2017, 3.1.4.31]
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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2022(E)
3.1.12
service provider
organization (3.3.6) that delivers one or more facility services (3.1.6)
Note 1 to entry: A service provider can be internal or external to the demand organization (3.3.4).
[SOURCE: ISO 41011:2017, 3.1.5]
3.1.13
smart building
building that maximises the efficiency of its occupants while at the same time allowing effective
management of resources with optimized life-cycle costs (3.6.7)
[SOURCE: Standards, Australia: HB 261, modified]
3.1.14
support service
non-primary activity (3.5.1) delivered in support of core business (3.1.2)
[SOURCE: ISO 41011:2017, 3.1.3]
3.1.15
workplace
work environment
physical location where work is performed
[SOURCE: ISO 9000:2015, 3.5.4, Modified]
3.1.16
workspace
zone for completing a work task
Note 1 to entry: A workspace can include more the one workplace (3.1.15)
[SOURCE: ISO 6707-4:2021, 3.3.3]
3.1.17
work station
location containing furniture and supporting equipment (including telephony, IT and power
connections), specifically designed or suitable for work-related activities (3.5.1)
[SOURCE: ISO 41011:2017, 3.3.4, modified]
3.2 Terms related to assets
3.2.1
asset
item, thing or entity (3.7.7) that has potential or actual value to an organization (3.3.6)
[SOURCE: ISO 55000:2014, 3.2.1, modified — Notes to entry have been removed.]
3.2.2
asset management
coordinated activity (3.5.1) of an organization (3.3.6) to realize value from assets (3.2.1)
[SOURCE: ISO 55000:2014, 3.3.1, modified — Notes to entry have been removed.]
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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2022(E)
3.2.3
built environment
collection of buildings, external works (landscaped areas), infrastructure (3.2.6) and other construction
works within an area
[SOURCE: ISO 41011:2017, 3.2.3]
3.2.4
constructed asset
built asset
anything of value that is constructed or results from construction operations
[SOURCE: ISO 15686-11:2014, 3.1.15]
3.2.5
facility
collection of assets (3.2.1) which is constructed, installed or established to serve an entity's (3.7.7) needs
(3.1.8)
[SOURCE: ISO 6707-4:2021, 3.7.12]
3.2.6
infrastructure
system (3.5.15) of facilities (3.2.5), equipment and services (3.5.14) needed for the operation of an
organization (3.3.6)
[SOURCE: ISO 9000:2015, 3.5.2]
3.2.7
real estate
immoveable property including structures, grounds and undeveloped land
[SOURCE: ISO 41011:2017, 3.2.2]
3.2.8
service life
period of time after installation during which a building or its parts meet(s) or exceed(s) the
performance requirements (3.1.9)
[SOURCE: ISO 15686-11:2014, 3.1.20, modified]
3.3 Terms related to people
3.3.1
communication plan
documented description and communication needs (3.1.8) of stakeholders (3.3.5)
[SOURCE: ISO 41014:2020, 3.3.1]
3.3.2
competence
ability to apply knowledge and skills to achieve intended results
[SOURCE: ISO 9000:2015, 3.10.4, modified]
3.3.3
cross-cultural impact
effect on an individual, group or community when different cultures are combined
[SOURCE: ISO 41014:2020, 3.3.2]
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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2022(E)
3.3.4
demand organization
entity (3.7.7) which has a need (3.1.8) and the authority to incur costs to have requirements (3.1.9) met
Note 1 to entry: This is typically an authorized representative within a functional unit of an organization (3.3.6).
[SOURCE: ISO 41011:2017, 3.1.1.1]
3.3.5
interested party
stakeholder
person or organization (3.3.6) that can affect, be affected by, or perceive itself to be affected by a
decision or activity (3.5.1)
[SOURCE: ISO 9000:2015, 3.2.3, modified]
3.3.6
organization
person or group of people that has its own functions with responsibilities, authorities and relationships
to achieve its objectives (3.7.14)
Note 1 to entry: The concept of organization (3.3.6) includes, but is not limited to sole-trader, company,
corporation, firm, enterprise, authority, partnership, charity or institution, or part or combination thereof,
whether incorporated or not, public or private.
Note 2 to entry: If the organization is part of a larger entity, the term “organization” refers only to the part of the
larger entity that is within the scope of the facility management system.
[SOURCE: ISO 9000:2015, 3.2.1, modified]
3.3.7
responsibility assignment matrix
documented structure that shows the allocation of delegated work responsibilities designated for
delivery of scope or benefits
Note 1 to entry: RACI and RASCI are example responsibility matrices where, typically, R = responsible,
A = accountable, S = supported, C = consulted and I = informed.
[SOURCE: ISO 41014:2020, 3.3.4]
3.3.8
social responsibility
responsibility of an organization (3.3.6) for the impacts of its decisions and activities on society and the
environment, through transparent and ethical behaviour that
— contributes to sustainable development (3.7.22) including the health and the welfare of society
— takes into account the expectations of stakeholders (3.3.5);
— is in compliance with applicable law and consistent with international norms of behaviour; and
— is integrated throughout the organization and practised in its relationship.
Note 1 to entry: Activities include products (3.5.12), services (3.5.14) and processes.
Note 2 to entry: Relationships refer to an organization’s activities within its sphere of influence.
[SOURCE: ISO 37000:2021, 3.2.12]
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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2022(E)
3.3.9
stakeholder impact assessment
method for evaluating the influence or other attributes that stakeholders (3.3.5) possess in relation to
an organization (3.3.6) , facility (3.2.5) or project
[SOURCE: ISO 41014:2020, 3.3.5]
3.3.10
top management
executive management
person or group of people who directs and controls an organization (3.3.6) at the highest level
Note 1 to entry: Top management has the power to delegate authority and provide resources within the
organization.
Note 2 to entry: If the scope of the management system (3.7.12) covers only part of an organization, then top
management refers to those who direct and control that part of the organization.
[SOURCE: ISO 41011:2017, 3.3.2]
3.3.11
user
end user
person or organization (3.3.6) which uses products (3.5.12) or services (3.5.14) from a supplier
[SOURCE: ISO 41014:2020, 3.3.6]
3.3.12
well-being
fulfilment of the physical, mental, social and cognitive needs (3.1.8) and expectations of a worker related
to their work
Note 1 to entry: Well-being at work can also contribute to the quality of life outside of work.
Note 2 to entry: Well-being at work relates to all aspects of working life, including work organization, social
factors at work, work environment, equipment, and hazardous tasks.
[SOURCE: ISO 45003:2021, 3.2, modified]
3.4 Terms related to sourcing
3.4.1
agreement
statement agreed between the demand organization (3.3.4) and the provider of services (3.5.14) or
products (3.5.12)
Note 1 to entry: This should be in the form of a written statement agreed between the demand organization and
the provider of services or products setting out the requirements (3.1.9), conditions, costs, the level of resources
and outputs (3.5.10) required.
Note 2 to entry: For complex multi-country or multi-service agreements, the type of documentation and content
outlined in ISO 41012:2017, Annexes C and D, could be required. For small or single service agreements, a one
page document setting out the important terms and conditions can suffice.
[SOURCE: ISO 41011:2017, 3.4.1]
3.4.2
contract
binding agreement (3.4.1)
[SOURCE: ISO 9000:2015, 3.4.7]
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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2022(E)
3.4.3
co-sourcing
combination of in-house and outsourced service delivery
[SOURCE: ISO 41014:2020, 3.4.1]
3.4.4
demobilization
phase to transfer facility services (3.1.6) back to the demand organization (3.3.4) or to a new service
provider (3.1.12) as specified in the facility management (3.1.1) agreement (3.4.1)
[SOURCE: ISO 41011:2017, 3.4.1.4]
3.4.5
due diligence
compilation, comprehensive appraisal and validation of information of a facility (3.2.6) or an asset
(3.2.1) required for assessing adequacy and completeness of relevant documentation and the status of
the physical, functional, financial and environmental performance
[SOURCE: ISO 41011:2017, 3.4.4, modified]
3.4.6
insource (verb)
make an arrangement to move external service (3.5.14) provisions to internal service provision (3.1.7)
[SOURCE: ISO 41011:2017, 3.4.3.5]
3.4.7
method statement
document in which the service provider (3.1.12) translates the demands (3.1.3) set out in the specification
(3.4.15) and service level agreement (3.1.11) into a delivery plan with resources, allocations, and
methodologies
[SOURCE: ISO 41011:2017, 3.4.5]
3.4.8
mobilization
phase to establish and implement all resources, systems (3.5.15), data and procedures prior to taking
full responsibility for the facility services (3.1.6) to be delivered as specified in the facility management
(3.1.1) agreement (3.4.1)
Note 1 to entry: Start up can also be used in this context.
[SOURCE: ISO 41011;2017, 3.4.1.3]
3.4.9
out-task
outsource (verb)
ordering of a single service (3.5.14) from an external service provider (3.1.12)
[SOURCE: ISO 41011:2017, 3.4.3.4, modified]
3.4.10
performance specification
document which specifies functional requirements (3.1.9)
[SOURCE: Standards Australia: HB-261, modified]
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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2022(E)
3.4.11
procurement
activity (3.5.1) of acquiring goods or services (3.5.14) from suppliers
Note 1 to entry: The procurement process considers the whole life cycle from identification of needs (3.1.8)
through to the end of a services contract (3.4.2) or the end of the life of goods, including disposal.
Note 2 to entry: Sourcing (3.4.14) is a part of the procurement process that includes planning, defining
specifications (3.4.15) and selecting suppliers.
[SOURCE: ISO 20400:2017, 3.1.8]
3.4.12
procurement plan
document defining the process for acquiring goods and services (3.5.14) from suppliers or service
providers (3.1.12) (internal or external)
[SOURCE: ISO 14014:2020, 3.4.2]
3.4.13
self-deliver
service delivery based solely upon the demand organization’s (3.3.4) own resources
[SOURCE: ISO 14014:2020, 3.4.3, modified]
3.4.14
sourcing
practice which identifies, evaluates and engages internal and external service providers (3.1.12) to
deliver a service (3.5.14) or products (3.5.12) to meet a specification (3.4.15)
[SOURCE: ISO 41011:2017, 3.4.3]
3.4.15
specification
description of the performance (3.8.11) and/or technical requirements (3.1.9) for services (3.5.14) or
products (3.5.12) and processes (3.5.13)
Note 1 to entry: This is the documentary interface between the needs (3.1.8) of the demand organization (3.3.4)
and the activities (3.5.1) of the service provider (3.1.12).
[SOURCE: ISO 41011:2017, 3.4.1.2, modified]
3.4.16
subcontracting
process (3.5.13) of engaging a subcontractor (3.4.17)
[SOURCE: ISO 41011:2017, 3.4.2]
3.4.17
subcontractor
organization (3.3.6) engaged by the service provider (3.1.12) to perform a specific portion of a facility
service (3.1.6)
[SOURCE: ISO 41011:2017, 3.4.3.1]
3.4.18
supply chain
system (3.5.15) of organizations (3.3.6), people, activities (3.5.1), information, and resources involved in
delivering a product (3.5.12) or service (3.5.14) to an end user (3.3.11) from a supplier
[SOURCE: ISO 41011:2017, 3.4.3.2]
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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2022(E)
3.5 Terms related to process
3.5.1
activity
task or tasks that contribute to completion of deliverables (3.7.3)
[SOURCE: ISO 41011:2017, 3.5.2]
3.5.2
baseline
minimum or starting point used for comparisons
[SOURCE: 41014:2020, 3.5.1]
3.5.3
conformity
fulfilment of a requirement (3.1.9)
[SOURCE: 9000:2015, 3.6.11, modified]
3.5.4
continual improvement
recurring activity (3.5.1) to enhance performance (3.8.11)
[SOURCE: ISO 9000:2015, 3.3.2, modified]
3.5.5
corrective action
action to eliminate the cause of a nonconformity (3.5.8) and to prevent recurrence
[SOURCE: ISO 9000:2015, 3.12.2, modified]
3.5.6
facility plan
process (3.5.13) of planning an organisation’s present and future operational directions and translating
them into facility requirements (3.1.9)
Note 1 to entry: includes facility physical assets (siteworks, substructure, superstructure, envelope/shell,
interiors, building services and systems, furniture, fixtures and equipment, etc.)
[SOURCE: Standards Australia: HB-26, modified]
3.5.7
life cycle assessment
compilation and evaluation of the inputs, outputs (3.5.10) and the potential environmental impacts of a
facility (3.2.5) or constructed asset (3.2.4) throughout its life cycle
[SOURCE: ISO 14040:2006, 3.2, modified]
3.5.8
nonconformity
non-fulfilment of a requirement (3.1.9)
[SOURCE: ISO 9000:2015, 3.6.9, modified]
3.5.9
outcome
final result or consequence of the output (3.5.10)
Note 1 to entry: The outputs and outcomes may affect each other through a circular process
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oSIST prEN ISO 41011:2023
ISO/DIS 41011:2022(E)
3.5.10
output
end product (3.5.12) or service (3.5.14) of a process (3.5.13)
Note 1 to entry: The outputs and outcomes (3.5.9) may affect each other through a circular process
3.5.11
post occupancy evaluation
process of analysing how functional and comfortable a building is after users have been occupying it for
some time
[SOURCE: ISO 6707-4:2021, 3.6.2, modified]
3.5.12
product
output (3.5.10) of an organization (3.3.6) that can be produced without any transaction taking place
between the organization and the customer
Note 1 to entry: Production of a product is achieved without any transaction necessarily taking place
between service provider (3.1.12) and customer but can often involve this service element upon its delivery to the
customer.
Note 2 to entry: The dominant element of a product is that it is generally tangible.
Note 3 to entry: Hardware is tangible, and its amount is a countable characteristic (e.g. tyres). Processed materials
are tangible, and their amount is a continuous characteristic (e.g. fuel and soft drinks). Hardware and processed
materials are often referred to as goods. Software consists of information regardless of delivery medium (e.g.
computer programme, mobile phone app, instruction manual, dictionary content, musical composition copyright,
driver's license).
[SOURCE: ISO 9000:2015, 3.7.6, modified]
3.5.13
process
set of interrelated or interacting activities (3.5.1) which transforms inputs into outputs (3.5.10)
[SOURCE: ISO 41011:2017, 3.5.1]
3.5.14
service
time-perishable, intangible activity (3.5.1) performed for an entity (3.7.7)
[SOURCE: ISO 41011:2017, 3.5
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