scope:

This document 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 ISO 41012 within the framework of EN ISO 41011 and ISO/TR 41013 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 document is applicable to business services (not consumer oriented).

This document 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).