Description
Book Synopsis* Presents a fresh light on facilities management by considering front-of-house aspects. * Treats workplace productivity and customer service as its central theme. * Brings together a number of relevant themes from the design of the workplace to customer service and stakeholder management.
Table of ContentsPreface xi
Contributors xiii
1 Facilities Change Management in Context 1
Edward Finch
Chapter Overview 1
1.1 Forces of Change Affecting the Built Environment 1
1.2 Inertia and Change 2
1.3 Understanding the S-curve 3
1.4 The Context of Change 5
1.4.1 State Versus Direction 6
1.5 Facilities Management and the Business of Change 8
1.6 The Scope of Facilities Change Management 9
1.7 Replacing Like with Unlike 11
1.8 The Intelligent Client 11
1.9 The Change Management Cycle 12
1.9.1 Recognise 13
1.9.2 Evaluate 14
1.9.3 Adjust 14
1.9.4 Carry Out 15
1.9.5 Track 15
1.9.6 Treasure 15
1.10 Summary 16
2 Change Readiness 17
Edward Finch
Chapter Overview 17
2.1 Service Providers and Partnering 18
2.2 Outsourcing Relationships 18
2.3 The FM Supply Chain 20
2.4 Flexibility in Support of Change Readiness 21
2.5 Building Design Decisions and Flexibility 22
2.6 Types of Flexibility 23
2.7 Conclusions 24
3 Form, Function and the Economics of Change 26
James Pinder, Simon Austin, Rob Schmidt III, and Alistair Gibb
Chapter Overview 26
3.1 Introduction 26
3.2 Changing Demands 27
3.3 Designing for Adaptability 31
3.4 Adaptive Re-use 35
3.5 Conclusions 38
3.6 Acknowledgements 38
References 39
4 The Change Management Challenge in Growth Firms 42
Paul Dettwiler
Chapter Overview 42
4.1 Introduction 43
4.2 The Dynamic Relation of Facilities Management Variables and Growth Firms 44
4.3 The External Factors Relevant to FM 47
4.4 External Factors Relevant to FM Requirements 50
4.5 Discerning the Relevance of Needs 51
4.6 Summary 55
5 The Business of Space 57
Danny Shiem Shin Then
Chapter Overview 57
5.1 Introduction 58
5.1.1 Space as a Business Resource 58
5.1.2 Technology and Its Impact on the Corporate Workplace 59
5.2 Context of Space Planning and Management 59
5.2.1 Business Management and Economic Drivers 59
5.2.2 Business Planning and Space Planning 60
5.3 Strategic Space Planning --- The Accommodation Strategy 61
5.4 Assessing Demand --- Organisational Needs 63
5.5 Assessing Supply -- Premises Audit 65
5.6 Reconciling Demand and Supply -- Facilities Solutions 67
5.7 Maintaining Strategic Relevance 69
5.8 The Need for Dialogue 70
5.9 Managing Occupancy Cost --- Monitoring Utilisation 70
5.10 Managing Space Demand Over Time 72
5.10.1 Future Role of Work and Workplace Design 72
5.10.2 Implications on Workplace Management 73
5.11 Acknowledgements 74
6 Project Inception: Facilities Change Management in Practice 76
Jim Smith and Peter Love
Chapter Overview 76
6.1 Introduction 76
6.2 Project Inception 78
6.3 Definition of Project Inception 79
6.4 The Decision to Build 81
6.5 Framework for the Decision to Build 82
6.6 Gaps/Discontinuity in the Process 82
6.7 Model of the Project Inception Process 83
6.8 Performance Briefing 84
6.9 Example Performance Brief 86
6.10 Summary 86
7 Pre-design Evaluation as a Strategic Tool for Facility Managers 92
Sheila Walbe Ornstein and Claudia Andrade
Chapter Overview 92
7.1 Introduction 92
7.2 The Pre-design Evaluation Stage 93
7.3 Pre-design Evaluation: Methods and Techniques 96
7.3.1 Facility Audit (Performance Evaluation of the Building Infrastructure) 97
7.3.2 Space Audit (Performance Evaluation of the Physical Occupation) 97
7.3.3 Survey and Analysis of the Legislative Restrictions 98
7.3.4 Financial Feasibility Studies 98
7.3.5 User Satisfaction Evaluation 98
7.3.6 Data Gathering for the Project Briefing 99
7.3.7 Design Team Briefing (Focus on the Definition of the Design Team) 100
7.3.8 PDE final report 101
7.4 Case Study Example 102
7.5 Conclusions 105
8 Implementing Change 108
Melanie Bull and Tim Brown
Chapter Overview 108
8.1 Participation in the Move 108
8.2 The Project Team and Preparing the Stage 109
8.3 Alternative Workplace Strategies and Space Utilisation 111
8.4 Communication 112
8.5 Change Management Theory 112
8.6 Communication in Change Management 113
8.7 Communication Methods/Mediums 114
8.8 Case Study 115
8.9 Communication Methods Used 115
8.10 Feedback 116
8.11 Satisfaction with Method Used 117
8.11.1 Communicating Impact and Reason for Change 117
8.11.2 Suggested Methods for Improving Communication 118
8.12 Satisfaction 118
8.13 Communication of Change Not Appropriate or Effective 118
8.13.1 Case Study: Conclusion and Recommendations 119
8.14 Recommendations 120
9 User Empowerment in Workspace Change 123
Jacqueline C. Vischer
Chapter Overview 123
9.1 The ‘Science’ of User Participation 123
9.2 Facilities Managers and User Participation 124
9.3 The New Workspace Opportunity 125
9.4 Principles of Workspace Transformation 128
9.4.1 Transformation as Imperative 129
9.4.2 Play Out the Process 130
9.4.3 Embrace Conflict 131
9.4.4 Avoid the Default 132
9.4.5 Not a Zero-sum Game 133
9.4.6 Empowerment is Key 133
9.4.7 Change is Positive 134
9.5 Results of Empowering Building Users 135
10 Post-occupancy Evaluation of Facilities Change 137
Theo J.M. van der Voordt, Iris de Been and Maartje Maarleveld
Chapter Overview 137
10.1 Introduction 138
10.2 Aims and Objectives of Poe 138
10.2.1 Testing Aims and Expectations 138
10.2.2 Exploration and Testing of Theory 139
10.2.3 Improving Understanding of Decision-making Processes 139
10.2.4 Database of Reference Projects 140
10.2.5 Input to Existing or New Decision-making Processes 140
10.2.6 Tools, Design Guidelines and Policy Recommendations 140
10.3 Data-collection Methods 140
10.3.1 WODI Light 143
10.3.2 WODI Light Performance Indicators: Satisfaction and Dissatisfaction 143
10.3.3 Workplace Game 144
10.3.4 Space Utilisation Monitor (SUM) 146
10.4 Application in Practice: A Case Study 146
10.4.1 Context and Aims of the Case Study 146
10.4.2 Data Collection 147
10.4.3 Moving in 148
10.4.4 Post-occupancy Evaluation 149
10.4.5 Lessons Learned 151
10.5 Concluding Remarks 151
11 Change and Attachment to Place 155
Goksenin Inalhan and Edward Finch
Chapter Overview 155
11.1 The Age of Everything 155
11.2 Loss and Grief 156
11.3 Is Place Attachment Healthy? 158
11.4 Dimensions of Place Attachment 160
11.5 The Process of Place Attachment 161
11.6 Evidence of Place Attachment and Territoriality in the Workplace 165
11.6.1 Employees’ Predisposition to Change 167
11.6.2 Attitudes Towards Existing Workspaces 167
11.6.3 Retrospective Views of the Change 167
11.7 Findings 169
11.8 Implications 170
12 Change Management and Cultural Heritage 175
Ana Pereira Roders and John Hudson
Chapter Overview 175
12.1 Introduction 175
12.2 Cultural Heritage 176
12.2.1 Cultural Significance 178
12.3 Cultural Heritage Management 181
12.3.1 Cultural Heritage Assessments 182
12.3.2 Cultural Heritage Impact Assessments 185
12.4 Change Management and Cultural Heritage 187
References 187
Index 191
