ISO INTERNATIONAL STANDARD 41012 First edition 2017-04 Facility management Guidance on strategic sourcing and the development of agreements Facility management-Directives sur le procédé d'approvisionnement strategique et d'élaboration des accords Reference number IS0 41012:2017(E) International Organization for Standardization @ IS0 2017 =ZHEJIANG INST OF STANDARDIZATION C1 5956617 vided by IHS underI ted without license from IHS IS0 41012:2017(E) COPYRIGHTPROTECTEDDOCUMENT IS0 2017,Published in Switzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below or ISO's member body in the country of the requester. IsOcopyrightoffice Ch. de Blandonnet 8 . CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 copyright@iso.org www.iso.org PrganizationforStandardization ensee-ZHEJIANG INST.OF STANDARDIzARoISQa7 - All rights reserved etworking permitted without license from IHS IS0 41012:2017(E) Contents Page Foreword ..V Introduction. ...vi 1 Scope. 2 Normative references 3 Terms and definitions 4 Sourcing strategy and understanding the core business context ..1 4.1 Sourcing strategy .1 4.2 Strategic, tactical and operational level 4.2.1 General. ..3 4.2.2 Strategic level. 4.2.3 Tactical level. 3 4.2.4 Operational level .4 5 Sourcing process in FM ..4 5.1 Process flow chart 4 5.2 Identify and analyse current and future needs and expectations. ..5 5.3 Translate needs into requirements. .7 5.4 Determine the service levels. 1 5.5 Identify service delivery options. .9 5.6 Business case development and analysis. .10 5.6.1 General ..10 5.6.2 Financial considerations .10 5.6.3 Investment strategy .10 5.6.4 Estimate costs and added value. .11 5.6.5 Pricing strategy .11 5.6.6 Risk analysis. ..12 5.6.7 Different levels of agreement. ..13 5.6.8 Project strategy. ..13 5.6.9 Establish a business case for service options .13 5.7 Select preferred sourcing/service delivery option ..14 6 Facility service provision .15 6.1 Principle options .15 6.2 Internal service provision ..16 6.3 External serviceprovision ..16 7 Main characteristics of FM agreements .17 7.1 General ..17 7.2 Essential components ..18 7.2.1 Term .18 7.2.2 Subcontracting ..18 7.2.3 Allocation of management responsibility and communication .18 7.2.4 Service levels agreements (SLAs) ..19 7.2.5 Termination of contracts .19 7.3 Agreement structure and content .19 8 Common considerations in agreements .19 8.1 Flexibility .19 8.2 Performance criteria 19 8.3 Information responsibilities. 20 8.4 Reporting and auditing procedures. .20 8.5 Continuous improvement, best practice and innovation .20 8.6 Asset replacement and project activity. .20 8.7 Communication .20 8.8 Regulations. 20 iii ISee=ZHEJIANG INST OF STANDARDIZATION C1 5956617 ovided by IHS under license with ISO without license from IHS Not for Resale, 2017/5/16 00:40:34