scope:

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).