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© ISO 2015

Facility management —Part 1: Terms and definitionsFacilitiés management —Partie 1: Termes et définitions

ICS: 03.080.10

Reference numberISO/DIS 18480-1:2015(E)

DRAFT INTERNATIONAL STANDARDISO/DIS 18480-1

ISO/TC 267 Secretariat: BSI

Voting begins on: Voting terminates on:2015-10-26 2016-01-26

THIS DOCUMENT IS A DRAFT CIRCULATED FOR COMMENT AND APPROVAL. IT IS THEREFORE SUBJECT TO CHANGE AND MAY NOT BE REFERRED TO AS AN INTERNATIONAL STANDARD UNTIL PUBLISHED AS SUCH.

IN ADDITION TO THEIR EVALUATION AS BEING ACCEPTABLE FOR INDUSTRIAL, TECHNOLOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT INTERNATIONAL STANDARDS MAY ON OCCASION HAVE TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL TO BECOME STANDARDS TO WHICH REFERENCE MAY BE MADE IN NATIONAL REGULATIONS.

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/DIS 18480-1:2015(E)

ii © ISO 2015 – All rights reserved

COPYRIGHT PROTECTED DOCUMENT

© ISO 2015, Published in SwitzerlandAll rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of the requester.

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ISO/DIS 18480-1

© ISO 2015 – All rights reserved iii

Contents Page 16

Foreword ............................................................................................................................................................ iv 17

1 Scope of Standard ................................................................................................................................. 1 18

2 Normative references ............................................................................................................................ 1 19

3 Terms and definitions ........................................................................................................................... 1 20 3.1 Facility Management related terms ..................................................................................................... 1 21 3.2 Asset related terms ............................................................................................................................... 3 22 3.3 People related terms ............................................................................................................................. 4 23 3.4 Sourcing related terms ......................................................................................................................... 5 24 3.5 Process related terms ........................................................................................................................... 6 25 3.6 Finance related terms ........................................................................................................................... 7 26 3.7 General business related terms ........................................................................................................... 7 27 3.8 Measurement related terms ................................................................................................................ 10 28

Annex A (informative) Alphabetical terms index ......................................................................................... 12 29

Bibliography ...................................................................................................................................................... 16 30

31 32

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iv © ISO 2015 – All rights reserved

Foreword 33

ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies 34 (ISO member bodies). The work of preparing International Standards is normally carried out through ISO 35 technical committees. Each member body interested in a subject for which a technical committee has been 36 established has the right to be represented on that committee. International organizations, governmental and 37 non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the 38 International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization. 39

International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2. 40

The main task of technical committees is to prepare International Standards. Draft International Standards 41 adopted by the technical committees are circulated to the member bodies for voting. Publication as an 42 International Standard requires approval by at least 75 % of the member bodies casting a vote. 43

Attention is drawn to the possibility that some of the elements of this document may be the subject of patent 44 rights. ISO shall not be held responsible for identifying any or all such patent rights. 45

ISO 18480 consists of the following parts, under the general title Facility Management: 46

Part 1: terms and definitions 47

Part 2: Guidance on strategic sourcing and the development of agreements 48

ISO 18480-1 and -2 were prepared by Technical Committee ISO/TC 267, Facilities management. 49

NOTE Further standards for further aspects of Facility Management may be developed later. 50

51

ISO/DIS 18480-1

© ISO 2015 – All rights reserved v

Introduction 52

The 18480 series of standards Facility Management describes the characteristics of Facility 53 Management/Facilities Management (both terms are used interchangeably with the abbreviation FM). 54 International cooperation in the preparation of these standards has identified common practices that 55 can be applied across a wide variety of market sectors, organizational types, process activities and 56 geographies. 57

This standard is primarily intended for use by: 58

business; 59

education; 60

non-profit organizations; 61

government; 62

public administration. 63

Implementing this series of standards will: 64

improve productivity and profitability; 65

enhance sustainability and reduce negative environmental impact ; 66

develop functional and motivating work environments; 67

maintain regulatory compliance and provide safe workplaces; 68

optimize life cycle performance and costs; 69

improve resilience and relevance; and 70

better project an organization’s identity and image. 71

DRAFT INTERNATIONAL STANDARD ISO/DIS 18480-1

© ISO 2015 – All rights reserved 1

1 Scope of Standard 72

This International Standard gives relevant terms and definitions to establish a common understanding among 73 the global Facility Management community. 74

2 Normative references 75

The following documents, in whole or in part, are normatively referenced in this document and are 76 indispensable for its application. For dated references, only the edition cited applies. For undated references, 77 the latest edition of the referenced document (including any amendments) applies. 78

3 Terms and definitions 79

In this clause terms and definitions are grouped by concepts. The concepts used are: 80

3.1) Facility Management related terms 81

3.2) Asset related terms 82

3.3) People related terms 83

3.4) Sourcing related terms 84

3.5) Process related terms 85

3.6) Finance related terms 86

3.7) General business related terms 87

3.8) Measurement related terms 88

Within each concept grouping, terms and definitions are arranged in systematic order; from most 89 encompassing (broadest) to most specific (finite).Therefore, terms of general concepts precede those of less 90 general concepts. 91

The first use of a term in a definition entry which is defined elsewhere in this standard is indicated by italics 92 followed by its entry number in parentheses. Such an italicized term may be replaced in the definition by its 93 complete definition. For example: 94

product (3.5.1.1) is defined as “result of a process (3.5.1)”; 95

process is defined as “set of interrelated or interacting activities which transforms inputs into outputs”. 96

If the term “process” is replaced by its definition: 97

product then becomes “result of a set of interrelated or interacting activities which transforms inputs into 98 outputs”. 99

3.1 Facility Management related terms 100

3.1.1 101 facility management 102 facilities management 103

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2 © ISO 2015 – All rights reserved

FM 104

organizational function which integrates people, place and process (3.5.1) within the built environment (3.2.3) 105 with the purpose of improving the quality of life of people and the productivity of the core business (3.1.7) 106

Note 1 to entry: Both terms facility management and facilities management can be used synonymously. In this 107 document they are both referred to as FM. 108

3.1.2 109 internal service provision 110 in-house 111

delivery and management of a service (3.5.3) by staff employed by the demand organization (3.3.1.1) 112

3.1.3 113 support service 114 non-primary activity (3.5.2) delivered in support of core business (3.1.7) 115

3.1.3.1 116 facility service 117 support provision to the primary activities (3.7.4) of an organization (3.3.1), delivered by an internal or external 118 provider 119

3.1.3.2 120 facility process 121 process (3.5.1) which is integrated and managed by a facility management (3.1.1) organization (3.3.1) 122

3.1.4 123 need 124 expectation, specific or abstract, from the demand organization (3.3.1.1) which is essential to enable the 125 achievement of the core purpose and key objectives 126

Note 1 to entry: The relationship between need, requirement, demand, specification and service level is shown in 127 figure 1. 128

129

Figure 1 — Relation between the terms need, requirement, demand, specification and service level 130

3.1.4.1 131 requirement 132 need (3.1.4) or expectation that is stated, generally implied or obligatory 133

Note 1 to entry: “Generally implied” means that it is custom or common practice for the organization (3.3.1) and 134 interested parties (3.3.3) that the need or expectation under consideration is implied. 135

Note 2 to entry: A specified requirement is one that is stated, for example in documented information (3.7.7). 136

[SOURCE: ISO/IEC Directives, Part 1, Annex SL, Appendix 2, 3.03] 137

3.1.4.2 138 demand 139 stated requirement (3.1.4.1) for a service (3.5.3) or goods to be delivered 140

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3.1.4.3 141 service level 142 complete description of requirements (3.1.4.1) of a product (3.5.1.1), process (3.5.1) or system (3.5.4) with 143 their characteristics 144

3.1.4.3.1 145 service level agreement 146 SLA 147 document which has been agreed between the demand organization (3.3.1.1) and a service provider (3.1.5) 148 on performance (3.8.3), measurement (3.8.1) and conditions of service (3.5.3) delivery 149

3.1.5 150 service provider 151 organization (3.3.1) that delivers one or more facility services (3.1.3.1) 152

Note 1 to entry: A service provider can be internal or external to the demand organization (3.3.1.1). 153

3.1.6 154 workplace 155 physical location where work is performed 156

3.1.6.1 157 work station 158 location containing furniture and supporting equipment (including telephony, IT and power connections) that is 159 legally compliant, specifically designed or suitable for work-related activities (3.5.2) and is suitable for 160 permanent use 161

3.1.7 162 core business 163 entity (3.7.11) from which needs (3.1.4) are derived 164

3.2 Asset related terms 165

3.2.1 166 asset 167 item, thing or entity (3.7.11) that has potential or actual value to an organization (3.3.1) 168

[SOURCE: ISO 55000:2014, 3.2.1] 169

3.2.1.1 170 asset management 171 coordinated activity (3.5.2) of an organization (3.3.1) to realize value from assets (3.2.1) 172

[SOURCE: ISO 55000:2014, 3.3.1] 173

3.2.2 174 real estate 175 immoveable property including structures, grounds and undeveloped land 176

3.2.3 177 built environment 178 collection of buildings, external works (landscaped areas), infrastructure (3.2.3.1) and other construction 179 works within an area 180

3.2.3.1 181 infrastructure 182 system (3.5.4) of facilities (3.2.3.2), equipment, and services (3.5.3) needed for the operation of an 183 organization (3.3.1) 184

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[SOURCE: ISO 9000:2005(en), 3.3.1] 185

3.2.3.2 186 facility 187 collection of assets (3.2.1) which is built, installed or established to serve an entity's (3.7.11) needs (3.1.4) 188

3.3 People related terms 189

3.3.1 190 organization 191 person or group of people that has its own functions with responsibilities, authorities and relationships to 192 achieve its objectives (3.7.8) 193

Note 1 to entry: The concept of organization includes, but is not limited to sole-trader, company, corporation, firm, 194 enterprise, authority, partnership, charity or institution, or part or combination thereof, whether incorporated or not, public 195 or private. 196


3.3.1.1 198 demand organization 199 entity (3.7.11) which has a need (3.1.4) and the authority to incur costs to have requirements (3.1.4.1) met 200

Note 1 to entry: This is typically an authorized representative within a functional unit of an organization (3.3.1). 201

3.3.2 202 top management 203 executive management 204 person or group of people who directs and controls an organization (3.3.1) at the highest level 205

Note 1 to entry: Top management has the power to delegate authority and provide resources within the organization. 206

Note 2 to entry: If the scope of the management system (3.7.5) covers only part of an organization, then top 207 management refers to those who direct and control that part of the organization. 208

[SOURCE: ISO/IEC Directives, Part 1, Annex SL, Appendix 2, 3.05, modified – executive management added 209 as an admitted term] 210

3.3.3 211 interested party 212 stakeholder 213 person or organization (3.3.1) that can affect, be affected by, or perceive itself to be affected by a decision or 214 activity (3.5.2) 215


3.3.4 217 competence 218 ability to apply knowledge and skills to achieve intended results 219


3.3.5 221 end user 222 person or organization (3.3.1) which uses products (3.5.1.1) or services (3.5.3) from a supplier 223

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3.4 Sourcing related terms 224

3.4.1 225 contract 226 legal agreement under which two parties undertake to exchange a product (3.5.1.1) for a payment (that is, to 227 do business) 228

3.4.1.1 229 specification 230 detailed description of the essential performance (3.8.3) and/or technical requirements (3.1.4.1) for services 231 (3.5.3) or goods and processes (3.5.1) set out by the demand organization (3.3.1.1) to make clear to the 232 service provider (3.1.5) the requirements (3.1.4.1) to be met 233

Note 1 to entry: The documentary interface between the needs (3.1.4) of the demand organization and the activities 234 (3.5.2) of the service provider. 235

3.4.1.2 236 mobilization 237 phase to establish and implement all resources, systems (3.5.4), data and procedures prior to taking full 238 responsibility for the facility services (3.1.3.1) to be delivered as specified in the facility management (3.1.1) 239 agreement 240

Note 1 to entry: Start up can also be used in this context. 241

3.4.1.3 242 demobilization 243 phase to transfer facility services (3.1.3.1) back to the demand organization (3.3.1.1) or to a new service 244 provider (3.1.5) as specified in the facility management (3.1.1) agreement 245

3.4.2 246 subcontracting 247 process (3.5.1) of engaging a subcontractor (3.4.2.1) 248

3.4.2.1 249 subcontractor 250 organization (3.3.1) engaged by the service provider (3.1.5) to perform a specific portion of a facility service 251 (3.1.3.1) 252

3.4.3 253 sourcing 254 practice which identifies, evaluates and engages service providers (3.1.5) to deliver a service (3.5.3) or goods 255 to meet a specification (3.4.1.1) 256

3.4.3.1 257 procurement 258 process (3.5.1) of acquisition of services (3.5.3) or goods in exchange for financial compensation 259

3.4.3.2 260 supply chain 261 system (3.5.4) of organizations (3.3.1), people, activities (3.5.2), information, and resources involved in 262 delivering a product (3.5.1.1) or service (3.5.3) to an end user (3.3.5) from a supplier 263

3.4.3.3 264 outsource (verb) 265 make an arrangement where an external organization (3.3.1) performs part of an organization’s function or 266 process (3.5.1) 267

Note 1 to entry: An external organization is outside the scope of the management system (3.7.5), although the 268 outsourced (3.4.3.3) function or process is within the scope. 269

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3.4.3.4 271 out-task 272 provision of a single service (3.5.3) from an external service provider (3.1.5) 273

3.4.3.5 274 insource 275 decision to return previously outsourced (3.4.3.3) activities (3.5.2) to internal service provision (3.1.2) 276

3.4.4 277 due diligence 278 compilation, comprehensive appraisal and validation of information of an organization (3.3.1) required for 279 assessing accuracy, commercial integrity, financial stability and functional competence integrity at the 280 appropriate stage of the agreement sourcing (3.4.3) process (3.5.1) 281

3.4.5 282 method statement 283 document in which the service provider (3.1.5) translates the demands (3.1.4.2) set out in the specification 284 (3.4.1.1) and service level agreement (3.1.4.3.1) into a delivery plan with resources, allocations and 285 methodologies 286

3.5 Process related terms 287

3.5.1 288 process 289 set of interrelated or interacting activities (3.5.2) which transforms inputs into outputs 290


3.5.1.1 292 product 293 result of a process (3.5.1) 294

Note 1 to entry: There are four generic product categories, as follows: 295

services; 296

software ; 297

hardware; 298

processed materials. 299

Note 2 to entry: Products can be tangible or intangible. 300

[SOURCE: ISO 9000:2005(en), 3.4.2, modified – Notes to entry #1 and 2 simplified, Note to entry # 3 301 eliminated] 302

3.5.2 303 activity 304 task or tasks that contribute to completion of deliverables (3.7.9) 305

3.5.3 306 service 307 time-perishable, intangible activity (3.5.2) performed for an entity (3.7.11) 308

309

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3.5.4 310 system 311 contained set of interrelated processes (3.5.1), technologies and/or procedures 312

3.5.4.1 313 conformity 314 fulfilment of a requirement (3.1.4.1) 315


3.5.4.2 317 non-conformity 318 non-fulfilment of a requirement (3.1.4.1) 319


3.5.4.3 321 corrective action 322 action to eliminate the cause of a non-conformity (3.5.4.2) and to prevent recurrence 323


3.5.4.4 325 continual improvement 326 recurring activity (3.5.2) to enhance performance (3.8.3) 327


3.6 Finance related terms 329

3.6.1 330 zero-based budget 331 methodology which uses detailed asset (3.2.1) lists and engineering and performance (3.8.3) standards to 332 assess resource needs (3.1.4), and market unit costs to create a total budget without reference to previous 333 expenditure levels 334

3.6.2 335 business case 336 document which summarizes the scope, benefits, costs and risks (3.7.3) of a proposed solution to a business 337 need (3.1.4) 338

3.6.2.1 339 life-cycle cost 340 all costs (in present-value terms) expected to be spent on an asset (3.2.1) during its operational existence 341

3.6.3 342 open-book 343 transparent exchange of relevant information (especially costs) between the facility management (3.1.1) 344 service provider (3.1.5) and the demand organization (3.3.1.1) 345

3.7 General business related terms 346

3.7.1 347 quality 348 degree to which a set of inherent characteristics fulfils requirements (3.1.4.1) 349

[SOURCE: ISO 9000:2005(en), 3.1.1] 350

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3.7.2 351 policy 352 intentions and direction of an organization (3.3.1), as formally expressed by its top management (3.3.2) 353


3.7.3 355 risk 356 effect of uncertainty 357

Note 1 to entry: An effect is a deviation from the expected — positive or negative. 358

Note 2 to entry: Uncertainty is the state, even partial, of deficiency of information related to, understanding or 359 knowledge of, an event, its consequence, or likelihood. 360

Note 3 to entry: Risk is often characterized by reference to potential “events” (as defined in ISO Guide 73:2009, 361 3.5.1.3) and “consequences” (as defined in ISO Guide 73:2009, 3.6.1.3), or a combination of these. 362

Note 4 to entry: Risk is often expressed in terms of a combination of the consequences of an event (including changes 363 in circumstances) and the associated “likelihood” (as defined in ISO Guide 73:2009, 3.6.1.1) of occurrence. 364


3.7.4 366 primary activities 367 activities (3.5.2) that constitute the distinctive and indispensable competencies of an organization (3.3.1) in its 368 value chain 369

Note 1 to entry: The distinction between the primary activities and support services (3.1.3) is decided by each 370 organization individually; this distinction has to be continuously updated. 371

3.7.5 372 management system 373 set of interrelated or interacting elements of an organization (3.3.1) to establish policies (3.7.2) and objectives 374 (3.7.8) and processes (3.5.1) to achieve those objectives 375

Note 1 to entry: A management system can address a single discipline or several disciplines. 376

Note 2 to entry: The system (3.5.4) elements include the organization’s structure, roles and responsibilities, planning 377 and operation. 378

Note 3 to entry: The scope of a management system may include the whole of the organization, specific and identified 379 functions of the organization, specific and identified sections of the organization, or one or more functions across a group 380 of organizations. 381


3.7.6 383 effectiveness 384 extent to which planned activities (3.5.2) are realized and planned results achieved 385

Note 1 to entry: It is important in the context of facility management (3.1.1) that results are achieved within planned 386 budgets. 387

[SOURCE: ISO/IEC Directives, Part 1, Annex SL, Appendix 2, 3.06, modified – Note 1 to entry has been 388 added] 389

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3.7.7 390 documented information 391 information required to be controlled and maintained by an organization (3.3.1) and the medium on which it is 392 contained 393

Note 1 to entry: Documented information can be in any format and media, and from any source. 394

Note 2 to entry: Documented information can refer to: 395 the management system (3.7.5), including related processes (3.5.1); 396 information created in order for the organization to operate (documentation); 397 evidence of results achieved (records). 398


3.7.8 400 objective 401 result to be achieved 402

Note 1 to entry: An objective can be strategic, tactical, or operational. 403

Note 2 to entry: Objectives can relate to different disciplines (such as financial, health and safety, and environmental 404 goals) and can apply at different levels (such as strategic, organization-wide, project, product (3.5.1.1) and process 405 (3.5.1)). 406

Note 3 to entry: An objective can be expressed in other ways, e.g. as an intended outcome, a purpose, an operational 407 criterion, as a facility management (3.1.1) objective, or by the use of other words with similar meaning (e.g. aim, goal, or 408 target). 409

Note 4 to entry: In the context of facility management management systems (3.7.5), facility management objectives 410 are set by the organization (3.3.1), consistent with the facility management policy (3.7.2), to achieve specific results. 411


3.7.9 413 deliverable 414 measurable and verifable outcome, result or item to be produced within a specific timeframe to complete a 415 project or part of a project 416

[SOURCE: ISO 22128:2008, 3.2] 417

3.7.10 418 vision 419 description of what an organization (3.3.1) wants to be and how it wants to be seen by stakeholders (3.3.3) 420

3.7.11 421 entity 422 actual or abstract thing that exists, did exist, or might exist, including associations among these things 423

3.7.12 424 strategic level 425 level at which an organization (3.3.1) defines its objectives (3.7.8) and policies (3.7.2), and plans and 426 assesses how to achieve its goals 427

3.7.13 428 tactical level 429 level at which an organization (3.3.1) plans and manages the specific mechanisms and resources for 430 operational delivery of products (3.5.1.1) 431

432

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3.7.14 433 operational level 434 level at which activities (3.5.2) are performed in a routine way in support of the organizations (3.3.1) functions 435

3.7.15 436 sustainability 437 balance between environmental, social and economic impacts, in which the needs of the present are met 438 without compromising the ability of future generations to meet their own needs 439

3.7.16 440 emergency continuity 441 capability to take actions that will effectively mitigate the consequences of an emergency 442

3.7.17 443 business continuity 444 capability of the organization (3.3.1) to continue delivery of products (3.5.1.1) or services (3.5.3) at acceptable 445 predefined levels following disruptive incident 446

[SOURCE: ISO 22300:2012(en), 2.1.10] 447

3.7.18 448 best practice 449 documented process (3.5.1) or product (3.5.1.1) developed by the user community, consisting of suppliers 450 and end users (3.3.5), working together for the purpose of establishing industry guidelines 451

[SOURCE: ISO 20121:2012(en), 3.29, modified - "customers" changed to "end users" and "teaming" changed 452 to "working together"] 453

3.8 Measurement related terms 454

3.8.1 455 measurement 456 process (3.5.1) to determine a value 457


3.8.2 459 monitoring 460 determining the status of a system (3.5.4), a process (3.5.1) or an activity (3.5.2) 461

Note 1 to entry: To determine the status, there may be a need to check, supervise or critically observe. 462


3.8.3 464 performance 465 measurable result 466

Note 1 to entry: Performance can relate either to quantitative or qualitative findings. 467

Note 2 to entry: Performance can relate to the management of activities (3.5.2), processes (3.5.1), products (3.5.1.1) 468 (including services), systems (3.5.4) or organizations (3.3.1). 469


471

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3.8.4 472 key performance indicator 473 KPI 474 measure that provides essential information about the performance (3.8.3) 475

3.8.5 476 benchmark 477 reference point or metric against which process (3.5.1), performance (3.8.3) and / or quality (3.7.1) can be 478 measured 479

3.8.5.1 480 benchmarking 481 process of comparing processes (3.5.1), performances (3.8.3) and/or quality (3.7.1) against practices of the 482 same nature, under the same circumstances and with similar measures 483

3.8.6 484 audit 485 systematic, independent and documented process (3.5.1) for obtaining audit evidence and evaluating it 486 objectively to determine the extent to which the audit criteria are fulfilled 487

Note 1 to entry: An audit can be an internal audit (first party) or an external audit (second party or third party), and it 488 can be a combined audit (combining two or more disciplines). 489

Note 2 to entry: An internal audit is conducted by the organization (3.3.1) itself, or by an external party on its behalf. 490

Note 3 to entry: “Audit evidence” and “audit criteria” are defined in ISO 19011. 491


3.8.7 493 volume 494 total output of a measurable activity (3.5.2) over a period of time 495

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Annex A 496 (informative) 497

498 Alphabetical terms index 499

The order of terms in this index will change when they are translated into other languages. The term numbers 500 will remain the same. 501

Term Term number Page

activity 3.5.2 11

asset 3.2.1 8

asset management 3.2.1.1 8

audit 3.8.6 15

benchmark 3.8.5 15

benchmarking 3.8.5.1 15

best practice 3.7.18 14

built environment 3.2.3 8

business case 3.6.2 12

business continuity 3.7.17 14

competence 3.3.4 9

conformity 3.5.4.1 11

continual improvement 3.5.4.4 11

contract 3.4.1 9

core business 3.1.7 8

corrective action 3.5.4.3 11

deliverable 3.7.9 13

demand 3.1.4.2 7

demand organization 3.3.1.1 8

demobilization 3.4.1.3 9

documented information 3.7.7 13

due diligence 3.4.4 10

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effectiveness 3.7.6 13

emergency preparedness 3.7.16 14

end user 3.3.5 9

entity 3.7.11 14

executive management 3.3.2 9

facilities management 3.1.1 6

facility management 3.1.1 6

facilities process 3.1.3.2 7

facilities service 3.1.3.1 6

facility 3.2.3.2 8

FM 3.1.1 6

infrastructure 3.2.3.1 8

in-house 3.1.2 6

insource 3.4.3.5 10

interested party 3.3.3 9

internal service provision 3.1.2 6

key performance indicator 3.8.4 15

KPI 3.8.4 15

life-cycle cost 3.6.2.1 12

management system 3.7.5 12

measurement 3.8.1 14

method statement 3.4.5 10

mobilization 3.4.1.2 9

monitoring 3.8.2 15

need 3.1.4 7

non-conformity 3.5.4.2 11

objective 3.7.8 13

open-book 3.6.3 12

operational level 3.7.14 14

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organization 3.3.1 8

out-task 3.4.3.4 10

outsource 3.4.3.3 10

performance 3.8.3 15

policy 3.7.2 12

primary activities 3.7.4 12

process 3.5.1 10

procurement 3.4.3.1 10

product 3.5.1.1 11

quality 3.7.1 12

real estate 3.2.2 8

requirement 3.1.4.1 7

risk 3.7.3 12

service 3.5.3 11

service level 3.1.4.3 7

service level agreement 3.1.4.3.1 7

service provider 3.1.5 7

SLA 3.1.4.3.1 7

sourcing 3.4.3 10

specification 3.4.1.1 9

stakeholder 3.3.3 9

strategic level 3.7.12 14

subcontracting 3.4.2 10

subcontractor 3.4.2.1 10

supply chain 3.4.3.2 10

support service 3.1.3 6

sustainability 3.7.15 14

system 3.5.4 11

tactical 3.7.13 14

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top management 3.3.2 9

vision 3.7.10 14

volume 3.8.7 15

work station 3.1.6.1 7

workplace 3.1.6 7

zero-based budget 3.6.1 11

502

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Bibliography 504

[1] ISO 9000:2005, Quality management systems — Fundamentals and vocabulary 505

[2] ISO 20121:2012, Event sustainability management systems — Requirements with guidance for use 506

[3] ISO 22128:2008, Terminology products and services — Overview and guidance 507

[4] ISO 22300:2012, Societal security —Terminology 508

[5] ISO 55000:2014, Asset management — Overview, principles and terminology 509

[6] ISO/IEC Directives, Part 1, Procedures for the technical work 510

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