Facility Management Keywords

Benchmarking :

The continuous assessment of services, methods and results compared with the practices in the profession, competitors and internal and external clients, and aimed at improvement.

Best practice :

Best practice is generally found when implementing “benchmarking”, and it helps to improve a service or to maximise the result achieved.

Facility Management :

The provision of services relating to property management and support services supplied to occupants. The Facility Management provider is the sole entity in charge of all the services entrusted to it. It manages all its services, adapts its service and organisation according to the client’s business. In addition to the traditional objectives of Facilities services, Facility Management also extends to technical engineering services.

Facility Management therefore offers a global management service in addition to the services that are commonly called “multi-service” and“multi-technical” services.

Key Performance Indicator (KPI) :

See Performance Indicator.

“Make or buy” :

A measure aimed at defining the most suitable organisation for “making”a job using [a company’s] own teams or “sub-contracting” to aspecialist partner. Detailed analysis is made of each situation so as to adapt our organisation to the specific constraints of each client.

Multitasking :

The quality of a person who hasseveral specialist areas or skills. This involves a pluritechnical approach and skills by which a person ensures the provision of a comprehensive service.

Multi-service :

A group of support services provided to buildings and occupants, for which a single service provider is responsible. For example : reception, mail, removals, cleaning, running repairs, safety, etc.

Multi-technical :

A group of support services provided to buildings and technical installations for which asingle service provider is responsible. For example : technical maintenance of the heating, air conditioning and electricity installations, centralised technical management, etc.

Outsourcing :

The transfer to an external service provider of a defined group of services previously provided internally. The transfer may include all or some of the human and material resources.

Performance Contract [duty to achieve a specified result] :

A services contract defining the services to be provided, based on the service level to be attained and measured by performance indicators.

Performance Indicator :

A tool for measuring the effectiveness of a service generally implemented under a performance contract and based on defined criteria. Sometimes called KPI, Key Performance Indicator.

Property Management :

The legal and administrative management of property on behalf of the owner. Property management includes lease management, letting, maintaining the shutting-up of property (eg for low season), etc.

Rationalisation :

Reorganisation of services aimed at either redeploying personnel on missions of the same kind or requiring multi-tasking (polyvalence).

Resources Contract :

A contract for services defining the services to be provided to the person making the orders, together with the skills and human and material resources demanded by that person.

Re-engineering :

A method of analysing organisations and their operational methods so as to improve their performance or reduce their costs by reconfiguring their processes. Faceo uses this measure.

Re-engineering is based on the following main leverage tools : choice of “make or buy”, “rationalisation” and “multitasking”.

Service Level Agreement (SLA) :

See Service Levels.

Service Levels :

Thelevels of service defined for the provision of a service and there sources made available to measure the attainment of contractual quality commitments. Sometimes called Service Level Agreement (SLA).

Social Engineering :

Legal and business expertise in communication, the management of human resources and training, guaranteeing the transfer of personnel under optimum conditions, preserving peaceful industrial relations and speeding up their subsequent professional development.