EN 15221-3:2011

Foreword
Common Introduction for the European Standards
EN 15221-3, EN 15221-4, EN 15221-5 and EN 15221-6
0 Introduction to Guidance on quality in Facility
  Management
1 Scope
2 Normative references
3 Terms, definitions and abbreviations
4 Basics of quality management
5 Process of quality management
Annex A (informative) - GAP-Model
Annex B (informative) - Additional information
        and recommendation for measurement metrics
Bibliography

This European Standard provides a guideline how to measure, achieve and improve quality in FM. It gives complementary guidelines to EN ISO 9000, EN ISO 9001 and EN 15221-2 within the framework of EN 15221 1. The standard provides a link into management methods and management theories.This European Standard is applicable to:-FM in public and private organizations;-client organization and service provider relationships;-full range of facility products or facility services;-both types of service providers in FM (internal and external);-all types of working environments (e.g. industrial, commercial, administration, military, healthcare etc.).This European Standard is applicable to business services (not consumer oriented).This European Standard does not:-replace the quality management systems of the client organization;-provide standard forms:-for performance and quality management systems (delivering a quality management system);-for defining requirements;-for a measurement tool;-for service level;-apply to the certification of the quality system of Facility Management (covered by EN ISO 9001).