EN 15221-4:2011

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Upravljanje objektov in storitev - 4. del: Taksonomija, klasifikacija in struktura pri upravljanju objektov in storitevFacility Management - Teil 4: Taxonomie, Klassifikation und Strukturen im Facility ManagementFacilities management - Partie 4: Taxinomie, classification et structuresFacility Management - Part 4: Taxonomy, Classification and Structures in Facility Management91.040.01Stavbe na splošnoBuildings in general03.080.99Druge storitveOther servicesICS:Ta slovenski standard je istoveten z:EN 15221-4:2011SIST EN 15221-4:2011en,de01-december-2011SIST EN 15221-4:2011SLOVENSKI
STANDARD
EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM
EN 15221-4
October 2011 ICS 03.080.99; 91.140.01 English Version
Facility Management - Part 4: Taxonomy, Classification and Structures in Facility Management
Facilities management - Partie 4: Taxinomie, classification et structures
Facility Management - Teil 4: Taxonomie, Klassifikation und Strukturen 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.
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Graphic representation of the Facility Product Map . 55Annex B (informative)
Additional comments to specific Facility Products . 61B.1Reference to the FM model and interaction with organisation . 61B.2Product FM – Facility Management – Strategic Integration . 62B.3Product 1000 Tactical Integration (Space & Infrastructure) and 2000 Tactical Integration (People & Organisation) . 62B.3.1General . 62B.3.2Roles . 62B.3.3Space & Infrastructure products - organisational role model. . 63B.3.4People & Organisation products - organisational role model . 64B.4Product 9100 Sustainability . 64B.5Product 9200 Quality . 64B.6Product 1100 Space . 65B.7Product 1110 Building initial performance . 66B.8Products 1120 Asset Replacement & Refurbishment and 1160 Maintenance & Operation. 68B.9Product 1170 Utilities . 69Annex C (informative)
Graphic Representation of FM Process Matrix . 70C.1FM Process matrix . 70Annex D (informative)
Structures . 73D.1Description of facilities and activities . 73D.1.1General . Error! Bookmark not defined.D.1.2Facilities (e.g. space, equipment, consumables) . 73D.1.3Activities . 74D.2Physical structure – facility product structure . 75Annex E (informative)
Cost and revenue considerations in Facility Management . 76SIST EN 15221-4:2011

EN 15221-5 and EN 15221-6 In 2002 the initiative was taken to establish a European Standard for Facility Management benchmarking purposes. It was soon recognized that to reach this objective, preliminary standards had to be elaborated and published. The first result of that process was the standards EN 15221-1:2006 and EN 15221-2:2006. Based on the discussions in the development of those two standards the decision was made to develop four new European Standards for Quality, Taxonomy, Processes and Measurement. After the realization of those six standards it was possible to pursue developing a European Standard for Benchmarking prEN 15221-7. The standards, EN 15221-3, EN 15221-4, EN 15221-5 and EN 15221-6 have been developed, adopted and agreed as a set of principles, underlying the Facility Management approach on EN 15221-1, to ensure consistency. These are incorporated in the basic principles of a process-based management system, upon which these standards are founded.
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. Deming, W E (1986), "Out of the Crisis", MIT, Cambridge). Reference to ISO 10014:2006, Quality management – Guidelines for realizing financial and economic benefits. The principles of the Deming cycle (PDCA) underpin all of the standards but are applied to a different extent and depth in each. In fact, there are different types of PDCA cycles depending of the term (e.g. long term, short term).
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 SERVICES
PRIMARY ACTIVITIES
Facility Management agreement SIST EN 15221-4:2011

The term "facility services" is used as a generic description in the standards. The term "standardized facility products" refers to the "standardized facility services" defined and described in EN 15221-4, Facility Management — Part 4: Taxonomy, Classification and Structures in Facility Management. Countries can decide to substitute the term "product' into "service", when they consider that it is important for a good acceptance and use of the standards in their own country. The aim of all the standards is to provide guidance to Facility Management (FM) organizations on the development and improvement of their FM processes to support the primary activities. This will support organizational development, innovation and improvement and will form a foundation for the further professional development of FM and its advancement in Europe. Therefore, generic examples are provided in the standard to assist organizations. These standards lay the foundation of the work that has to be done further more in developing Facility Management, for example, benchmark standards prEN 15221-7. SIST EN 15221-4:2011

Accessibility to the resources necessary to facilitate knowledge development, innovation and business improvement are important in a global market where leading edge practices are maintaining or improving competitive advantage as key objectives of a successful business or governmental organisation. Taxonomy provides a framework within which knowledge is able to be identified and categorised for ease of access by practitioners. Based on various definitions, the most evident conclusion is that taxonomy is a classification system for improved information management, which contributes to improving the capability of users to sustain and improve the operations of their business. The key concept relates to how the use of taxonomy will improve the operations of the business. In this regard, the structure of taxonomy should be closely aligned to business processes so that the user’s access to information is intuitively driven. EN 15221-4 provides a taxonomy with a relationship model which integrates the FM-model, the process matrix, the product/service structure and a classification system. These are essential contributions to the removal of barriers to harmonisation and cross border trade. This standard uses the term product in accordance with EN ISO 9000 which defines a product as the result of a process. In the context of FM, a product is a result of a process and the respective activities / facilities.
The standardised (classified) facility products are a well defined (commodified) and hierarchically organised set of facility services. They have been selected from the countless number of individual (customised) facility services to provide a basis for standardisation in the field of process definition, cost allocation, standardised tendering etc. They have been selected from a client perspective and attempt to integrate different European customs and practices.
possibility (ability) of changing characteristics like volume or function or space in order to meet new requirements NOTE 1 Adaptability consists of:  Elasticity: The possibility of changing the volume; SIST EN 15221-4:2011

supertype-subtype, also called parent-child relationships.
3.1.7 real estate encompasses land along with anything affixed to the land, such as buildings NOTE Real estate, immovable property, real property, realty are used synonymously. 3.1.8 standardised facility product one of a defined set of classified and hierarchically organised facility services. Depending on national language customs, the term standardised facility service may be used synonymously NOTE 1 The term product is used in accordance with EN ISO 9000 being the output of a (facility) process which can be a single or a package of material (hardware) or immaterial provisions (software), supplies or services which support the primary activity of the organisation and its properties. SIST EN 15221-4:2011

3.1.10 support processes a workflow of activities not designated as primary activities (non-core activities) NOTE Support processes which are integrated and delivered by FM are called facility processes. 3.1.11 taxonomy practice and science of classification NOTE A knowledge map of a topic typically realised as a controlled vocabulary of terms and or phrases. An orderly classification of information according to presumed natural relationships. A classification system for improved information management, which should contribute to improving the capability of users to sustain and improve the operations of their business, into a series of hierarchical groups to make them easier to identify, study, or locate. 3.1.12 tenant individual or business which has temporary possession of or pays rent for real estate owned by another party (landlord)
3.2 Financial and administrative terms and definitions NOTE When registering, recording or collecting facility costs, as well as allocating them to products, it is necessary to indicate the nature of the costs and revenue. A definition of cost types and terms related to costs used in this standard is given below. For more detailed definitions this standard refers to national or international accounting standards. 3.2.1 asset management activities aiming to optimize the life cycle costs of facilities which have a value for the organisation NOTE In the context of facility management, this is either an activity within the FM organisation and each standardised facility product concerning the facilities needed to provide its support services or a support service to the primary activity and concerning e.g. its production facilities. 3.2.2 cost of capital
interest and provision for capital
3.2.3 cost of enhancement of initial performance (improvement costs) costs needed to change a facility to meet new requirements SIST EN 15221-4:2011

3.2.6 material costs/costs of materials costs of goods (e.g. consumables, tools, spare parts) 3.2.7 personnel costs/costs of personnel wage costs (the gross annual salary, including social plans and taxes, holiday pay, gratuities, bonuses and profit sharing) and other personnel costs 3.2.8 primary activity cost centres element within the accounting system which captures costs NOTE A cost centre often represents a division that adds to the cost of the organisation. 3.2.9 revenue earnings NOTE Costs and revenue are linked to the time when they are generated. Costs therefore are not necessarily equal to expenditure, and revenue does not, by definition, constitute receipts and vice versa. 3.2.10 tax costs costs such as taxes, fees and offsetting of non-reclaimable VAT (value added tax) 3.3 Definitions of main standardised facility products NOTE Facility products are hierarchically structured. The principle structure is outlined in the body of this standard and the terms are therefore added in this chapter. The structure follows the examples given in the annex of EN 15221-1 with minor adaptations. A more detailed definition of these standardised facility products as well as the definitions of the products on lower levels are given in Clause 5.
3.3.1 business support services supporting mainly the management of an organisation, for example, legal counsel 3.3.2 cleaning services related to hygiene and cleanliness that maintain a proper working environment and help to maintain assets in a good condition SIST EN 15221-4:2011

3.3.5 ICT services related to information and communication technologies 3.3.6 logistics services concerned with the transport and storage of goods and information and improving the relevant processes 3.3.7 organisation specific services related to people and organisation which are specific to the type or branch of the organisation 3.3.8 outdoors services related to the outdoor areas including land, maintaining parking facilities, gardening etc.
3.3.9 primary activity specific (Industry sector specific) services related to space and infrastructure which are specific to the type or branch of the organisation NOTE A boiler for example can supply heating for buildings or steam for industrial processes. The latter would fall under this product to make investment and energy used in the buildings comparable to other buildings and industry processes comparable to similar industry processes and thus enabling benchmarking. 3.3.10 space (accommodation) services for the provision of accommodation like design and build, acquisition or renting of space, including the administration and management of space and its disposal NOTE 1 It includes the utilities and technical infrastructure (technical building equipment) resulting in a comfortable climate and supplying lighting/ shading, electrical power, water and gas.
NOTE 2 The investment costs of the technical infrastructure are generally included in the costs of space. The consequences are that technical infrastructure cannot be a product of its own on this level. NOTE 3 The term space has several other meanings as well. This definition applies in the context of the standardised facility products. 3.3.11 sustainability state in which components of the ecosystem and their functions are maintained for the present and future generations NOTE See ISO 15392 - Sustainability in building construction.
3.3.12 workplace services related to the working environment, for example, furniture, equipment and tenants fit out SIST EN 15221-4:2011

4 Derivation of Facility Products and Relationship Model 4.1 General The principle reason FM exists as an entity is to support the primary activities of an organisation more effectively, therefore alignment of facility processes that deliver facility services or facility products which are an essential support and/or add value to the client organisation with the primary processes is of fundamental importance.
In the field of Facility Management, there have been many different approaches to the definition, structuring and allocation of costs. The varying requirements have historically not been met by one single cost structure without compromise or repetition of items. This standard therefore defines generic structures and methods for the classification of hierarchically organised and standardised facility products which will allow consistent cost allocation and improve the ability to combine, analyse and present information. Based on EN ISO 9000 the term product is used to cover service, software and hardware.
The map of standardised facility product provides a basis for:
a) uniform specification for the provision of services; b) cost allocation and cost comparisons; c) measuring quality and performance in a consistent way; d) benchmarking across organisations and national borders. The creation of a set of high level standardised facility products will, if widely adopted, allow organisations to align internal structures and costs and, over time, benchmark with other similar companies with increased certainty. Adoption of a detailed costing structure demands considerable time and effort. Every organisation has to determine the appropriate level of detail included in its cost allocation system, however, all organisations should be capable of implementing the high level structures of standardised facility products contained in this standard. 4.2 The generic structures needed to describe a facility product In the field of Facility Management, there are differing relationships between information and costs. The information can be shown in different ways following different structures. The differing relationships cannot be accommodated by one single (cost) structure without compromise or constant repetition due to the fact that there is usually more than one dimension (independent structure) involved. This taxonomy standard therefore defines generic structures and cost allocation methodologies to consolidate the information and asset evaluation. The various partly overlapping existing structures in Facility Management (cost structures, activities, facilities, processes, resources, life cycle phases, building areas, utilities, ICT network, etc.) have been reduced to a minimal set of three generic structures needed to describe a Facility Product. When the proposed structure is adopted, organisations will have the ability to compare costs of standardised facility products as well as costs of individual facility services in accordance with already existing cost structures. This ability will be further enhanced by the use of a standard computer based accounting system. At a certain level, cost information used in an accounting system will not be sufficient and physical or measured data like m2, kWh, etc. is required. This is the point where the application of an enhanced accounting system like e.g. a CAFM (Computer Aided Facility Management) is recommended. Two of the resulting generic structures, the activities structure and the facilities structure, are connected together in form of a matrix. Adding cost information as the third structure, the resulting three dimensions SIST EN 15221-4:2011

Figure 1 — Exemplary representation of the relationship of the three independent structures (Dimensions) required to describe a product SIST EN 15221-4:2011

Figure 2 — FM relationship model linking the FM model, the FM process/activities matrix, the facility product map and facilities, cost and revenue structures together
The FM product on a strategic level is the integration of FM processes in accordance with the definition of FM in EN 15221-1. The strategic processes deliver the necessary input from the strategic level (clients demand) SIST EN 15221-4:2011

The facility products on operational level follow the subdivision on tactical level and are further subdivided within the facilities structure as shown in Figure 3. The Figure is an expansion of the central facility product map (activities-facilities matrix) in Figure 2. It contains an exemplary number of activities for each phase of the PDCA cycle. The quality cycle is applicable on all levels, as well as on each sub-process and single activity (Annex C). Each intersection in this matrix can be defined as a process producing a product. The activities (and sub-processes) and the facilities are used to describe these facility processes (Figure A.1). Costs (resources) are then allocated to these processes. This level of detail may be required in some organisations. For practical purposes and clarity, this standard defines a workable number of standardised facility products within this detailed matrix. These are the generic facility products, which were found to be common in most industry sectors and organisations. The resulting facility product map is easy to understand and to use whilst being capable of extension (scalable) to meet individual business needs. In addition to the generic standardised facility products there is also a product category called Primary Activity Specific under Space & Infrastructure and similarly a product category called Organisation Specific under People & Organisation. These product categories allow individual organisations to tailor the product map and incorporate business specific elements.
To ensure the product map reflects common practice in FM it has been necessary to slightly modify the structure and alignment in the following areas: 1. Cleaning as the activities in this product have a link to the facilities in the other products (e.g. cleaning the furniture). 2. The product "Space" and its subdivisions (see Annex A) are specially designed to facilitate life cycle costing.
3. Capital costs in the product ‘Space’ are separated from annual running costs and divided into the three sections: initial costs, cost of refurbishment and cost of enhancement of initial performance (Figure B.6).
4 Maintenance and Operation is subdivided in fabric and technical building equipment following the facilities structure. 4.4 Processes
4.4.1 General Processes are sets of working models for activities. Processes are specific orderings of work activities across time and place, with beginnings and endings, and clearly defined inputs and outputs. Processes have to be set up for specific organisations. The organisation and its specific processes are considered as a whole, regardless of the corporate structure with its entities of the primary activities. 4.4.2 Facility Management Processes The basis for process standardisation is an interlock between the FM-model contained in EN 15221-1, the processes described in EN 15221-5 and the proposed standardised facility products defined in this standard. This FM-model defines and describes demand from an organisation and supply from a provider view and the connection and coordination / cooperation at all 3 levels (strategic, tactic and operational). 4.4.3 Classification of facility products This standard promotes a new approach to the structure of facility services by forming a defined set of hierarchically structured classified facility services called standardised facility products.
The classification creates a product hierarchy. There is no necessity for an organisation to demand or for a supplier respectively to supply the complete range of products or these standardised services only. The classification structure covers all three levels.
The basic concept is that each activity should be planned and checked. To close the quality cycle with a continuous improvement process, (key-)performance indicators and benchmarking data is required. To achieve this, standardised processes, products and cost allocation methods are needed. The quality cycle is applicable on all levels, not only on the strategic level, but also for each single activity, if suitable. In Figure 4, the FM model from EN 15221-1 is linked with the quality cycle as a third dimension of the FM model. If the PDCA activities are performed in sequence, this process dimension can be seen as a time scale. StrategiclevelOperationallevelTacticallevelDemandSupply Figure 4 — FM model from EN 15211-1 linked with the quality cycle as a form of time scale The matrix in Figure 5 integrates the FM model with the quality cycle shown. It includes the main activities (processes) performed in the PDCA cycle divided into strategic, tactical and operational levels. A more detailed matrix with reference to the processes described in EN 15221-5 as an example how the process matrix could be used is given in C.1. SIST EN 15221-4:2011

PlanDoCheckActStrategic levelClient interfaceFM-Contract Strategic planningIntegrating all products (services)Strategic controllingFullfillment of requirementsChange management Managing improvement processTactical level Customer interface Defining SLAAcquisition/resourcesCoordination Central functionsQuality control Cost controlContinuous improvement processOperational level Ordering facilities and products/servicesOperational doing Facility ProductionEvaluation of productsOperational measures Figure 5 — Exemplary FM process matrix linking the FM model with the quality cycle (refer to Annex C) FM, in accordance with its definition, aims to improve the effectiveness of the primary business activities. Thus, Act (continuous improvement) becomes an important factor for the industry and added value for the business/ customer. It influences the productive processes by giving feedback to the primary process and providing data for strategic decision making. 4.6 Client perspective and national customs The standardised facility products in this taxonomy standard have been defined primarily from a client perspective with respect to the more detailed needs of the provider side. A top down approach was used while considering different European customs. This perspective is different from a building oriented perspective. Buildings are considered as a produc
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