prEN 15221-5

SLOVENSKI STANDARD
01-januar-2019
Upravljanje objektov in storitev - 5. del: Navodilo za procese upravljanja objektov
in storitev
Facility Management - Part 5: Guidance on Facility Management processes
Facility Management - Teil 5: Leitfaden für Facility Management Prozesse
Facility management - Partie 5 : Guide relatif au développement et à l’amélioration des
processus
Ta slovenski standard je istoveten z: prEN 15221-5
ICS:
03.080.10 Vzdrževalne storitve. Maintenance services.
Upravljanje objektov Facilities management
91.040.01 Stavbe na splošno Buildings in general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

DRAFT
EUROPEAN STANDARD
NORME EUROPÉENNE
EUROPÄISCHE NORM
November 2018
ICS 03.080.10 Will supersede EN 15221-5:2011
English Version
Facility Management - Part 5: Guidance on Facility
Management processes
Facility management - Partie 5 : Guide relatif au Facility Management - Teil 5: Leitfaden für Facility
développement et à l'amélioration des processus Management Prozesse
This draft European Standard is submitted to CEN members for enquiry. It has been drawn up by the Technical Committee
CEN/TC 348.
If this draft becomes a European Standard, 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.

This draft European Standard was established by CEN 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, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,
Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and United Kingdom.
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.

Warning : This document is not a European Standard. It is distributed for review and comments. It is subject to change without
notice and shall not be referred to as a European Standard.

EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2018 CEN All rights of exploitation in any form and by any means reserved Ref. No. prEN 15221-5:2018 E
worldwide for CEN national Members.

Contents Page
European foreword . 3
Introduction . 4
1 Scope . 6
2 Normative references . 6
3 Terms and definitions . 6
4 Principles of Facility Management processes . 8
4.1 General . 8
4.2 Summary . 9
4.3 Basic principles . 9
4.4 Facility management processes . 10
4.5 Structure of FM Processes . 11
5 Developing Facility Management Processes . 15
5.1 Introduction . 15
5.2 The importance of Facility Management processes . 16
5.3 Facility Management processes at a strategic level . 17
5.4 Facility Management processes at a tactical level . 23
5.5 Facility Management processes at operational level . 31
6 Assessing Facility Management processes . 34
6.1 Introduction . 34
6.2 Principles of FM organization . 34
6.3 Step 1: Check the alignment of FM processes with the organisations strategy . 34
6.4 Step 2: Check the connections between the FM processes . 35
6.5 Step 3: Check the used data / information . 35
6.6 Step 4: Check the workflows . 36
6.7 Step 5: Check the controlling of FM processes . 36
Annex A (informative) Examples of generic processes . 37
Annex B (informative) Checklist - Maturity of FM Organisations . 44
Bibliography . 45

European foreword
This document (prEN 15221-5:2018) has been prepared by Technical Committee CEN/TC 348 “Facility
Management”, the secretariat of which is held by NEN.
This document is currently submitted to the CEN Enquiry.
This European Standard is one of the series ISO 41000 and EN 15221 “Facility Management” which
consists of the following parts:
1. ISO 41011:2017 Facility Management - Vocabulary
2. ISO 41012:Facility Management – Guidance on strategic sourcing and the development of
agreements
3. ISO/TR 41013 Facility Management – scope, key concepts and benefits
4. EN 15221 Part 3: Guidance on quality in Facility Management
5. EN 15221 Part 4: Taxonomy, Classification and Structures in Facility Management
6. EN 15221 Part 5: Guidance on Facility Management processes
7. EN 15221 Part 6: Area and Space measurement in Facility Management
8. EN 15221 Part 7: Performance Benchmarking
Note With the addition of the ISO standards, Part 1 and Part 2 of EN 15221 are withdrawn.
Introduction
In 2013 the initiative was taken to interest parties at ISO level for the FM suite of standards of Europe,
the EN 15221 parts 1 to 7. This resulted in the re-development of the standards for vocabulary,
sourcing and agreements.
The result consists of the parts:
• ISO 41011 Facility Management – Vocabulary
• ISO 41012 Facility Management – Guidance on strategic sourcing and the development of
agreements.
• ISO/TR 41013 Facility Management – Scope. Key concepts and benefits.
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.
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).
These standards align to EN ISO 9000 family of standards for Quality Management Systems and applies
specific guidance on the concepts and use of a process-based approach to management systems to the
field of Facility Management.
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 e.g. benchmark standards prEN 15221-7
The aim of the standard is to provide guidance to all stakeholders concerned by Facility Management
(FM), especially providers and their clients on the development and improvement of their processes to
support the primary activities. This will support organisational development, innovation and
improvement and will form a foundation for the further professional development of FM and its
advancement in Europe.
Facility Management is defined in ISO 41011, Facility Management – Vocabulary, and ISO/TR 41013
Facility Management – Scope, key concepts and benefits as the “integration of processes within an
organisation to maintain and develop the agreed services which support and improve the effectiveness
of primary activities”. Underlying this definition is a process-based, management systems approach, as
defined in the EN ISO 9000 series.
Further development of European Standards in Facility Management, based on ISO 41011 an 41013 will
rely therefore on a better understanding of the processes involved and the mechanisms for their
integration. These processes need to be identified and described, mapped and modelled to produce a
framework for Facility Management.
This standard lays the foundations of further work in developing Facility Management standards and
further develops the processes involved in creating FM agreements as described within ISO 41012 and
41013. The guidance provided in this standard established the need for the FM processes to start with
analysing and having a clear picture of the client organization and its primary processes as a basis for
the development of the FM strategy. All major decisions along the route to final specification of service
levels and qualities, choice of delivery model and eventually preparation of the appropriate form of
procurement and agreements flow from this basis.
This standard has been developed as one of four new standards and adopted an agreed set of principles,
underlying the Facility Management approach, to ensure consistency. These are incorporated in the
basic principles of a process-based management system upon which this standard is founded.
The standard aligns to EN ISO 9000 family of standards for Quality Management Systems and applies
specific guidance on the concepts and use of a process-based approach to management systems to the
field of Facility Management. The standard also builds on widely accepted management principles, in
particular value chain (Porter, 1985) and quality control (Deming, 1986) which underlie process-based
management systems.
The process approach, described in this document, should be widely applicable across the European
member countries. In order to do this they must build from the existing model in the previous standard
(ISO 41011 and 41013), be generic, and should not be too prescriptive and enable companies and
organisations to adapt them to their own processes.
Through applying the standard, organisations should be able to understand the importance of facility
management processes to their effectiveness and understand the need to assess the maturity of their
existing processes. This will provide a basis for developing and improving the facilities management
processes through a consistent, process-based management approach. Generic examples are provided
in the standard to assist organisations.
Facility management processes are integrated at three organisational levels - operational, tactical and
strategic. Agreements about the outcomes of these processes need also to be made at these three levels:
operational agreements with end-users, tactical agreement with business units and strategic agreement
with the senior management group (boa
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