Abstract
The present chapter introduces significant key topics that the Client should discuss within an ITT for FM service provision, in particular:
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Requirements for Service Providers, i.e. requirements that potential Service Providers must satisfy preliminarly to be allowed to participate to the tendering process, thus to respond to the ITT;
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Quality policies, strategies and tools which may range from a simple framework of quality control procedures to a complete Quality Management Systems and quality improvement programs;
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Risk Management, including the definition of principles, framework, processes, procedures useful for the Risk Management practice;
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Information and Training of the Service Provider staff, considering both the strategic and the tactical level of the FM organization or department.
These topics are in-depth analyzed from the point of view of the Client, highlighting the main sets of information that should be included in the ITT.
This chapter is authored by Nazly Atta.
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Notes
- 1.
The international standard ISO 9001:2015 aims to specify the requirements for quality management systems (QMSs) and its contents nowadays represent the most prominent approach to QMSs at the global scale. ISO 9001 was first published in 1987 by ISO, while the current version of the standard was released in 2015.
In particular: the family ISO 9000—Quality management “addresses various aspects of quality management and contains some of ISO’s best known standards. The standards provide guidance and tools for companies and organizations who want to ensure that their products and services consistently meet customer’s requirements, and that quality is consistently improved” (ISO website. https://www.iso.org/iso-9001-quality-management.html. Accessed May 2018). Moreover, the standard ISO 9001:2015 Quality management systems. Requirements “sets out the criteria for a quality management system and is the only standard in the family that can be certified to (although this is not a requirement). It can be used by any organization, large or small, regardless of its field of activity. (…) This standard is based on a number of quality management principles including a strong customer focus, the motivation and implication of top management, the process approach and continual improvement. (…) Using ISO 9001:2015 helps ensure that customers get consistent, good quality products and services, which in turn brings many business benefits” (ISO website. https://www.iso.org/iso-9001-quality-management.html. Accessed May 2018).
- 2.
According to the standard BS EN ISO 9001:2015, a Quality management system (QMS): “comprises activities by which the organization identifies its objectives and determines the processes and resources required to achieve desired results. The QMS manages the interacting processes and resources required to provide value and realize results for relevant interested parties. (…) The QMS enables top management to optimize the use of resources considering the long and short term consequences of their decision. (…) A QMS provides the means to identify actions to address intended and unintended consequences in providing products and services” (BS EN ISO 9001:2015). Therefore, a QMS can be meant as “a coordinated set of values and processes implemented by an organisation to ensure and demonstrate that it meets the standards demanded to satisfy its customers’ demands and expectations” (http://quality.eqms.co.uk/implementing-a-quality-management-system-qms).
- 3.
The standard ISO/TS 9002:2016 Quality management systems. Guidelines for the application of ISO 9001:2015 “provides guidance on the intent of the requirements in ISO 9001:2015, with examples of possible steps an organization can take to meet the requirements” (ISO website. https://www.iso.org/standard/66204.html. Accessed May 2018).
- 4.
The standard ISO 14001:2015 Environmental management systems. Requirements with guidance for use “sets out the criteria for an environmental management system and can be certified to. It maps out a framework that a company or organization can follow to set up an effective environmental management system” (ISO website. https://www.iso.org/iso-14001-environmental-management.html. Accessed May 2018).
The standard ISO 14001:2015 “specifies the requirements for an environmental management system that an organization can use to enhance its environmental performance. The standard is intended for use by an organization seeking to manage its environmental responsibilities in a systematic manner that contributes to the environmental pillar of sustainability. ISO 14001:2015 helps an organization achieve the intended outcomes of its environmental management system, which provide value for the environment, the organization itself and interested parties. Consistent with the organization's environmental policy, the intended outcomes of an environmental management system include:
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enhancement of environmental performance;
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fulfillment of compliance obligations;
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achievement of environmental objectives.
ISO 14001:2015 is applicable to any organization, regardless of size, type and nature, and applies to the environmental aspects of its activities, products and services that the organization determines it can either control or influence considering a life cycle perspective” (ISO website. https://www.iso.org/standard/60857.html. Accessed May 2018).
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- 5.
The standard ISO 31000:2018 defines Risk as the “effect of uncertainty on objectives” and the standard also states that “an effect is a deviation from the expected. It can be positive, negative or both, and can address, create or result in opportunities and threats. (…) Objectives can have different aspects and categories, and can be applied at different levels. (…) Risk is usually expressed in terms of risk sources, potential events, their consequences and their likelihood” (ISO 31000:2018). Moreover, the standard defines Risk Management as “coordinated activities to direct and control an organization with regard to risk” (ISO 31000:2018).
- 6.
The standard ISO 31000:2018 Risk management. Guidelines “provides guidelines on managing risk faced by organizations. The application of these guidelines can be customized to any organization and its context. (…) It also provides a common approach to managing any type of risk and is not industry or sector specific. (…) ISO 31000:2018 can be used throughout the life of the organization and can be applied to any activity, including decision-making at all levels” (ISO 31000:2018).
- 7.
The standard ISO Guide 73:2009 Risk management. Vocabulary “provides the definitions of generic terms related to risk management. It aims to encourage a mutual and consistent understanding of, and a coherent approach to, the description of activities relating to the management of risk, and the use of uniform risk management terminology in processes and frameworks dealing with the management of risk” (ISO website. https://www.iso.org/standard/44651.html. Accessed May 2018).
- 8.
The standard ISO/IEC 27000:2018 “Information technology. Security techniques. Information security management systems. Overview and vocabulary” is a standard belonging to the ISO/IEC 27000 family—Information security management systems, which aims to help organizations in managing the security of assets such as financial information, intellectual property, employee details, etc. (ISO website. https://www.iso.org/isoiec-27001-information-security.html. Accessed May 2018). In particular, the standard ISO/IEC 27000:2018 “provides the overview of information security management systems (ISMS). It also provides terms and definitions commonly used in the ISMS family of standards” (ISO website. https://www.iso.org/standard/73906.html. Accessed May 2018).
An ISMS is defined as “a systematic approach to managing sensitive company information so that it remains secure. It includes people, processes and IT systems by applying a risk management process” (ISO website. https://www.iso.org/isoiec-27001-information-security.html. Accessed May 2018).
- 9.
The standard ISO/IEC 27001:2013 “Information technology. Security techniques. Information security management systems. Requirements” belongs to the ISO/IEC 27000 family—Information security management systems and it provides the requirements for an information security management system (ISMS). In particular, the standard ISO/IEC 27001:2013 “specifies the requirements for establishing, implementing, maintaining and continually improving an information security management system within the context of the organization. It also includes requirements for the assessment and treatment of information security risks tailored to the needs of the organization” (ISO website. https://www.iso.org/isoiec-27001-information-security.html. Accessed May 2018).
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Standard and Laws
BS EN ISO 9001:2015 Quality management systems. Requirements
ISO 14001:2015 Environmental management systems. Requirements with guidance for use
ISO 31000:2018 Risk management. Guidelines
ISO Guide 73:2009 Risk management. Vocabulary
ISO/IEC 27000:2018 Information technology. Security techniques. Information security management systems. Overview and vocabulary
ISO/IEC 27001:2013 Information technology. Security techniques. Information security management systems. Requirements
ISO/TS 9002:2016 Quality management systems. Guidelines for the application of ISO 9001:2015
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Talamo, C., Atta, N. (2019). FM Service Quality and Requirements. In: Invitations to Tender for Facility Management Services. Springer Tracts in Civil Engineering . Springer, Cham. https://doi.org/10.1007/978-3-030-04009-3_6
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