| Description |
1 online resource (396 p.) |
| Series |
Routledge-Noordhoff International Editions Ser |
|
Routledge-Noordhoff International Editions Ser
|
| Contents |
Cover -- Title Page -- Copyright Page -- Preface -- Table of Contents -- Chapter 1: What is Facility Management? -- 1.1: Introduction -- 1.2: Facility Management in the organisation -- 1.2.1: Facility Management in the organisational structure -- 1.2.2: The customer -- 1.2.3: Stages of development of the FM-organisation -- 1.3: The roles and responsibilities of the facility professional -- 1.4: The development of the FM-domain -- 1.5: The positioning of Facility Management -- 1.6: Structure of this book -- Young Professionals in Facility Management -- Summary -- Questions and Assignments |
|
Chapter 2: Social dynamics that shape work and work environment -- 2.1: Introduction -- 2.2: The importance of scenarios -- 2.2.1: Predicting the future -- 2.2.2: Socio-dynamics -- 2.3: Demographic factors -- 2.4: Economic factors -- 2.4.1: The knowledge economy -- 2.4.2: The sharing economy -- 2.4.3: The networked economy -- 2.4.4: Mobility and accessibility -- 2.4.5: The circular economy -- 2.5: Social developments -- 2.5.1: The 24/7 economy -- 2.5.2: Growing pluralism -- 2.5.3: Experience economy -- 2.6: Technological developments -- 2.6.1: Technology, management and maintenance |
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2.6.2: Technology and services -- 2.7: Ecological factors -- 2.7.1: The Triple P -- 2.7.2: People -- 2.7.3: Planet -- 2.7.4: Prosperity -- 2.8: Political-legal factors -- 2.9: From trends and developments to scenarios -- Young Professionals in Facility Management -- Summary -- Questions and Assignments -- Chapter 3: Experiencing the work environment -- 3.1: Introduction -- 3.2: Hard services -- 3.2.1: Real estate management versus facility management -- 3.2.2: Site selection -- 3.2.3: Building types -- 3.2.4: Office buildings -- 3.2.5: Space management and relocation management |
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3.2.6: Building management -- 3.3: Soft services -- 3.3.1: Service, process, activity and experience -- 3.3.2: Describing and depicting processes -- 3.3.3: Reception services -- 3.3.4: Facilities service desk -- 3.3.5: Safety & security -- 3.3.6: Foodservices -- 3.3.7: Waste management -- 3.3.8: Document management and information management -- 3.3.9: Cleaning services -- 3.3.10: Workwear and linen services -- 3.3.11: ICT -- 3.4: Attitude and behaviour -- 3.4.1: Hospitality -- 3.4.2: Types of customers and customer experience -- 3.4.3: Service design thinking -- 3.4.4: Types of employees |
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3.4.5: Hostmanship -- Young Professionals in Facility Management -- Summary -- Questions and Assignments -- Chapter 4: The functioning of the facilities organisation -- 4.1: Introduction -- 4.2: Matching demand and supply -- 4.2.1: The stratified customer -- 4.2.2: Roles and activities of the client, facility management organisation and provider -- 4.3: Positioning, identity and image -- 4.4: Facility policy -- 4.5: Facility marketing and expectation management -- 4.5.1: The FM marketing mix -- 4.5.2: Customer satisfaction -- 4.5.3: Managing expectations -- 4.5.4: The SERVQUAL-model |
| Notes |
Description based upon print version of record |
| Form |
Electronic book
|
| Author |
Drion, Bernard
|
| ISBN |
9781000358681 |
|
1000358682 |
|
