BS EN 15221-3:2011 pdf download – Facility Management Part 3: Guidance on quality in Facility Management Under-fulfilment (low quality) of the requirements may have an impact on the primary activities and consequently client customer and end user’s satisfaction as well as success of the primary activities. Over-fulfilment is usually ineffective and implies higher cost for the provider and client prices, leading to economic disadvantages. 4.5 Quality Management 4.5.1 General The quality management goal is to ensure that delivery meets demand, processes are optimised and that continuous quality improvements are in place. For this it is important to use metrics to measure the results in the development over time to improve service delivery and processes. Various QMS approaches exist, the main one being based on EN ISO 9000. Other approaches proposed on the market are more specialized (e.g. oriented towards the provider or for perception/expectation orientated systems). In any case the present standard does not intend to replace theses systems. 4.5.2 Existing QMS at client organization Within the client’s organization very often QMS already exists. The purpose of the clients QMS is to improve the effectiveness of the client primary activities. This existing QMS should be adapted to the use for quality management in the FM processes and need to be synchronized at the relevant quality indicators. The QMS of the primary activities will have requirements to the primary and support processes. These metricsystems should fit in the QMS which are measured and determined by the client. The output of the FM systems shall contribute the client performance objectives, so the metrics should be elaborate in order to fit to the QMS of the client organization. This standard provides guidance for methods and tools. 5 Process of quality management 5.1 General introduction 5.1.1 The quality management process The quality management process is a process within an FM organization (FM performance and quality management process – see Figure 4). The processes concerned are strongly interdependent and impact directly the efficiency and productivity of activities (FM activities as well as primary ones). The process consists of activities at the three levels of the organization: strategic level (the processes partly aimed at controlling that the client’s need are met and partly aimed at measuring that the goals of the facility organization will be reached); tactical level (the processes partly aimed at controlling that the customer’s needs are met and partly aimed on controlling that...
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