Orientador: Lesley Carina do Lago Attadia Galli / Resumo: Este estudo teve por objetivo evidenciar a relevância da utilização do Facilities Management (FM) enquanto elemento estratégico na gestão da organização do setor sucroenergético. Foi fundamentado no referencial teórico que trouxe como abordagem conceitos e teorias do FM, práticas de FM em diferentes setores do mercado e sistema de medição de desempenho. Desenvolvido no escopo de pesquisa descritiva, com abordagem qualitativa, utilizou procedimentos de análise de dados e estudo de caso. A empresa em análise é a líder mundial no setor sucroenergético, composta por 26 unidades de produção canavieira. A investigação ocorreu através de análise do banco de dados do sistema de gestão de FM e entrevista com gestores da organização. Consistiu na análise dos métodos de gestão de medição de desempenho de FM aplicáveis na área de apoio administrativo direcionado a gestão das unidades de produção, a partir de métricas e indicadores estratégicos de desempenho relacionados a área. A partir da análise dos dados coletados durante a pesquisa de campo, constatou-se que a utilização do FM no processo podem gerar redução de custos, qualidade na gestão dos processos e melhorias nos indicadores da perspectiva interna do negócio. / Abstract: This study aimed to highlight the relevance of using Facilities Management (FM) as a strategic element in the management of the organization of the sugar-energy sector. It was based on the theoretical framework that approached FM concepts and theories, FM practices in different market sectors and performance measurement system. Developed in the scope of descriptive research, with qualitative approach, used data analysis procedures and case study. The unit of analysis was the world’s leading organization in the sugarenergy sector, consisting of 26 sugarcane production units. The research consisted of the analysis of FM performance measurement management methods applicable in the area of administrative support directed to the management of production units, based on metrics and strategic performance indicators related to the area. From the analysis of the data collected during the field research, it was found that the use of FM in the process could lead to cost reduction, quality in the process management and improvements in the indicators of the internal business perspective. / Mestre

An organisation's accumulation of knowledge has been identified as a key factor in its progress and survival. This is particularly the case for a business that involves service delivery and is very pertinent to the construction industry. The key to success in managing organisational knowledge is recognising the importance of managing (and maintaining) the knowledge of the staff in the face of staff retention challenges. Knowledge retention is integral to ensuring that the experience and tacit knowledge acquired by the staff during their service will not be lost when the staff leave the organisation. The concept of Knowledge Management (KM) is seen as the solution through the inculcation of knowledge sharing via various tools and techniques in managing the knowledge within parties in construction. The aim of this research is to identify where and how KM initiatives being used within PFI-FM healthcare projects as a result of the unique character of the associated PFI contracts and a wide range of FM services. The complexities involved in managing and delivering services at the operational stage of PFI projects and the vast amount of tasks and services stipulated in the FM context, particularly regarding the planning, types of services, time, place, tools and resources needed, make it a suitable area for KM adoption. This research, which involved exploratory studies, literature reviews, analyses of three case studies involving PFI-FM healthcare projects and structured interviews with the Facilities Managers, has managed to discover the adoption of KM tools in managing FM healthcare services among Facilities Managers in PFI healthcare projects. However, KM has not been used to its fullest potential; the incomplete application of KM initiatives has, thus, created some problems with regard to delivering PFI-FM healthcare services. The outcome has resulted in the formulation of a framework that combines the best practices of KM initiatives with practical approaches of managing organisational knowledge of FM healthcare services which derived from the case studies. The framework has been validated by experts evaluated from the industry and refined to ensure that the framework developed is practical. The most pertinent achievements of this research include demonstrations of the needs for KM initiatives in delivering PFI-FM healthcare services and the development of a framework to enable better service delivery among the PFI-FM healthcare service providers, particularly with regard to addressing the challenges derived from PFI contracts and the vast scope of FM healthcare services. Overall, the study provides a clear justification and indication from a theoretical point of view and empirical evidence from the facilities managers perspective of the significance of KM initiatives in delivering PFI-FM healthcare services in the UK. Furthermore, recommendations have been made to improve and enable comprehension of the framework application and facilitate its implementation in the construction industry.

"The operation and maintenance of a constructed facility takes place after the construction is finished. It is usually the longest phase in the lifecycle of the facility and the one that substantially contributes to its lifecycle cost. To efficiently manage the operation and maintenance of a facility, the staff in charge needs reliable and timely information to support decision making throughout the facility’s lifecycle. The use of Building Information Modeling (BIM) is gradually but steadily changing the way constructed facilities are designed and built. As a result of its use a significant amount of coordinated information is generated during this process and stored in the digital model. However, once the project is completed the owner does not necessarily receive full benefits from the model for future operation and maintenance of the facility. This research explores the information that in the context of educational facilities has value to the owner/operator and that can be delivered at the end of the construction stage through a BIM-enabled digital handover process. It discusses the importance of the Information Delivery Manual and Model and proposes an open standard approach for the creation of a Model View Definition that combines Industry Foundation Classes (IFCs) with COBie standards or with Owner defined standards. The research conducted an extensive literature review and an in-depth case study of an academic institution examining in the detail its current practices and needs for the handover of information, operation and maintenance and space management requirements as well as of the future needs of the facilities management department information system generated by the use of BIM technology. The proposed approach is validated in two parts. The first part is conducted through an online survey distributed to academic institutions across the nation and through selected interviews with facilities management staff in the local area. The second part creates a proof of concept by applying the proposed approach to an existing BIM model and then creates the model version for the handover. "

The development of Building Information Modelling (BIM) guidelines for campuses and universities has evolved on a case-by-case basis and there is no standard format in the development of these guides. There are however, common elements in these guidelines. This study reviews the applications of Building Information Modeling (BIM) from the perspective of owners of higher education campus facilities and proposes a structured approach to develop documented guidelines to assist the owner’s staff in the use of BIM, primarily with existing facilities. More specifically, this study proposes a set of guidelines to assist the Facilities Management department at Worcester Polytechnic Institute (WPI) in using BIM for their existing campus facilities. Since 2005, WPI has been using some components of BIM in the design and construction of new facilities and has extended BIM uses to support facilities and space management in some of the existing buildings. Some positive experiences and benefits have been derived from these applications, but to date no formal and systematic approach has been established in documenting and organizing processes for the different BIM uses on campus. The objective of this research project is to conduct an extensive review of documented approaches and guidelines for BIM uses developed by other universities and incorporate the different experiences with the use of BIM at WPI to create a set of formal guidelines exclusively for WPI for the efficient implementation of BIM in future design, construction, renovation, facility, and space management of a facility. The research collected information from the WPI Facilities Management department through surveys and interviews, to better understand the current issues associated with facility management and space planning. A case study analysis that involved the use of 3D Building Information Models of several buildings on the WPI campus was performed to validate the possible use of the BIM in the efficient delivery of information for new and renovation projects as well as for its ability to benefit in the space planning process. Existing documented guidelines developed by five other universities that have pioneered the development of their guides were also reviewed to determine common elements in their BIM-based practices and to incorporate these when applicable into the BIM guide for WPI in such a way that will effectively contribute to the BIM adoption and standardization of procedures reflecting the unique characteristics of this institution. This study identifies the benefits of utilizing BIM and standardization through the BIM guide primarily for existing construction and facilities management. The attempt to identify commonalities and standard pieces to develop a BIM guide for WPI will help improve overall operational efficiency and productivity of the organization. This provides a unique opportunity to be engaged in the process of standardization, using existing content as a reference to achieve harmonization of concepts, terms, definitions and the overall structure or framework that the documented guide is delivered within. The outcome is a WPI-BIM guide which will help assist facility owners in developing an overall BIM strategy that supports the organization’s core goals, develops the necessary contract conditions, and generates implementation plans to successfully execute BIM within the organization.

The overall objective of this research was to improve the understanding of worker attitudes and perceptions toward different workspace types and workspace alternatives and how they are related to processes and activities native to a given organization. The specific goals of this study were: •The development of a methodology to assess workers attitudes toward different workspace alternatives for use in the planning stages of new offices. •Identification of workspace variables that affect perceptions and preferences regarding the alternatives based on the proposed units of analysis (individual, interpersonal relations, and organizational). This research consisted of mixed methodology. It was a cross departmental study of needs and preferences of workers regarding key variable and choices of workspace types and workspace alternatives. The main research instrument was a four stage web based survey. The secondary component was focus groups. By tracking these declared needs, preferences and choices regarding workspace types and workspace alternatives it was possible to identify if they associate with demographic information, work performance, and the proposed units of analysis, within a given organizational structure. This information provided a substantial knowledge base for decision makers in the planning stage of relocation of people, and the allocation of space processes. This study provided decision makers in the above mentioned processes a tested methodology that enables the development of a proactive approach to innovative workspace planning. The results are relevant to designers, managers and facility managers as it provides a perspective to understand or identify potential space and layout improvements in existing and future workplaces based on the core activities of any given organization. Such information will allow managers to make informed decisions about future workspace changes, as well as planning new workspace alternatives to continually support the organization’s objectives.

This thesis is a manifestation of efforts to integrate FM into the development process through a greater involvement of Facilities Managers in the property development industry. It also presents an original contribution to knowledge in a form of a validated best practice, which is identified as the facilities management-development process (FM-DP) integration framework. The framework potentially serves as a guide to Facilities Managers and other professionals in various organisations in the property development industry to optimise the value of Facilities Management (FM) in the development project and to achieve sustainable development. The study was conducted as an exploratory sequential mixed methods design in order to identify the issues that limit Facilities Managers from being involved in the property development industry, when they are known to be an appropriate professional to optimise the value of FM in the development process. Qualitative approach has been used as a core component of this research in order to obtain confirmation of the critical issues obtained from the literature review. To develop the framework, a survey questionnaire was used followed by relevant statistical procedure and analysis. To ensure validation, a member-checking approach was implemented through focus group interview. The validated framework reveals that there are 52 best practices to be considered by Facilities Managers or other professionals in the property development industry to optimise the role of FM in the development process for sustainable development. In addition, the framework discovers that best practices are required in all stages of the development process. Nevertheless, Stage 4: Technical Design is crucial, as it requires most of the best practices that drive the integration of FM into the development process. The framework demonstrates a ‘killing two birds with one stone’ strategy: (i) exploiting the framework is expected to increase the profile of FM among other professionals, (ii) encouraging a greater involvement of Facilities Managers in the property development industry, which (iii) leads the project to a sustainable development agenda.

Sustainability is a term that is constantly gaining focus in our society and we are becoming more and more aware of the need to take the next generation into consideration when making decisions. The sustainable activity within the core business is growing and is also connected to profitability in ways that have not been seen before. However, the activities that are not included in the core business have not yet reached this long-term perspective. These non-core businesses within an organization goes under the term Facilities Management (FM). This paper focuses onReal Estate businesses, FM-suppliers and the relation between them.The purpose is to investigate current knowledge regarding outsourced FM-services and the real estate organisation’s use of these services. Furthermore, the purpose is to analyse what obstacles are currently restraining a sustainable way of working with FM-services and finally to present substantial suggestions for change. It is commonly agreed that acting in a sustainable way is a shared responsibility, and that acting accordingly will have great impact over the coming years. The Real Estate companies are facing an obstacle with lack of knowledge and awareness of the current situation. The FM-suppliers do not have the last say in the procurement process which prohibits them from using their knowledge effectively. Collaboration between the two parties is essential in order to achieve an improved result of sustainable development within FM. Five suggestions that will develop sustainability within FM have been depicted within this paper. The first suggestion is a plan of action with the foremost purpose of promoting sustainability and FM. Next follows a suggestion that shows the importance of early influence from proficient people. The third suggestion is to make sustainability measurable by creating a certification. Fourth, a law regarding sustainability reports can show how companies act in order to enhance the three dimensions of sustainability within their organization. The last suggestion is a template that will support both parties in the process of signing FM-contracts. In an ideal world, increasing the understanding and knowledge of sustainability and FM will prevent Real Estate businesses from buying services that are not sustainable as well as keeping FM-suppliers from delivering such services. / Hållbarhet får allt större fokus i vårt samhälle. Genom ett mer eftertänksamt beteende har ett agerande för en hållbar utveckling där nästa generation ges samma förutsättningar som denna påbörjats. Tankesättet växer sig starkare inom organisationens kärnverksamhet och i takt med detta ses hållbart agerande även i större grad som en del i organisationens ökade lönsamhet. Inom stödverksamheterna har utvecklingen dock inte nått detta långsiktiga perspektiv. Sammantaget utgör stödtjänsterna en stor del av en organisations totala omsättning varför det är av stor vikt att påbörja en hållbar utveckling inom dessa. En organisations samtliga stödtjänster sammanfattas i termen Facilities Management (FM). Detta arbete är inriktat mot FM-leverantörer och fastighetsbolag samt framställs med intresse för relationen dem emellan. Syftet med denna uppsats är att undersöka befintlig kunskap om outsourcade Facilities Management-tjänster och fastighetsbolags nyttjande av tjänsterna. Vidare är syftet att analysera vilka hinder som idag motverkar ett hållbart arbetssätt inom dessa tjänster samt framställa konkreta förslag till förbättringsåtgärder. En litteraturstudie samt sju intervjuer har legat till grund för de resultat som framställs. Ansvaret för att agera hållbart inom FM anses ligga på var och en gemensamt och intervjuobjekten är eniga om att hållbarhet kommer att bli allt viktigare i dagens samhälle. Hinder hos fastighetsbolagen är bristande kunskap och medvetenhet gällande den ohållbara situation som råder idag. För FM-leverantörerna finns ett hinder i rådande partsrelation, där fastighetsbolagen har sista ordet vid upphandling trots att FM-leverantörerna besitter mest kunskap. Det krävs ett samarbete mellan parterna för att nå ett förbättrat resultat av hållbar utveckling inom FM-tjänsterna. Fem förslag för att utveckla hållbarhetsarbetet inom FM framställs. Det första är en handlingsplan med främsta syfte att marknadsföra hållbarhet och FM. Nästa förslag belyser vikten av att ge personer med kompetens inom området möjlighet att påverka i ett tidigt skede. I det tredje förslaget framställs en möjlighet att certifiera hållbart arbete för att göra hållbarhet mätbart. Vårt fjärde förslag är att införa en lag om hållbarhetsredovisning där organisationer tvingas redovisa hur de arbetat med de tre dimensionerna av hållbarhet under året. Slutligen föreslås en mall som kan vara till stöd vid tecknande av FM-kontrakt. I den bästa av världar kommer ett aktivt arbete med att öka förståelsen och kunskapen gällande hållbarhet inom FM att leda till att fastighetsbolagen aldrig köper ohållbara stödtjänster samtidigt som FM-leverantörerna heller aldrig levererar sådana.

The purpose of this study was to assess the level of privacy among the elderly living in long-term nursing and communal facilities. The data was collected through a probability sampling at the Veterans Home of California in Barstow.

Investment in the physical infrastructure and the provision of facilities management (FM) services should be geared toward achieving the strategic objectives of an organization, which largely aim at value creation. Sole focus on the financials while choosing between outsourcing and in-house FM options excludes other non-financial measures such as the extent to which the FM route contributes to improving internal business processes and the overall strategic health of the organization. This paper presents the results of investigations into a holistic perspective on the key variables to consider in choosing between outsourcing and in-house FM in order to provide value added service and improve organizational performance. The study was limited to the views expressed by facilities and property managers registered with the Property Institute of New Zealand Property and the Facilities Management Association of Australia. The descriptive survey method was used, which comprised qualitative data gathering using unstructured interviews and quantitative data gathering using structured questionnaires. Content analyses, multi-attribute methods and Spearman’s rank correlation tests were used in the analysis of the data and the testing of the research propositions/ hypotheses. Results showed that four broad categories constitute the holistic FM functional areas: strategic, operational, property development/project management and general services. Outsourcing was perceived to be more suited than in-house for providing operational, property development/ project management and general services; in-house was more suited for the provision of strategic FM functions. The relative importance of the value adding criteria underlying the broad categories of FM services, as well as the suitability of the use of outsourcing and in-house approaches in meeting each criterion were established. Using the concept of Overall Suitability Score, a process chart was developed for use in making a strategic choice between outsourcing and in-house FM service provisions. The use of this chart is recommended to property and facilities managers, and other stakeholders who may be faced with the dilemma of choosing between outsourcing and in-house approaches to providing FM services. The methodology developed in this study could be replicated in related contexts to resolving strategic decision dilemma involving making choices amongst competing alternatives.

O Gerenciamento de Facilidades é considerado por muitos autores como um campo interdisciplinar dedicado a garantir a funcionalidade do ambiente construído através da integração de pessoas, lugar, processos e tecnologia. Para desenvolver um modelo arquitetônico que possa ser usado para lidar com a Gerência Facilidades (GF), é primeiramente necessário estabelecer o papel que ele deve ter nos negócios, como deve executar esses papéis e então verificar se ele atinge esses requisitos. Um ponto crítico no desenvolvimento de um modelo para gerenciar facilidades é a falta de uma arquitetura corporativa; devido a que os sistemas prediais e outros sistemas referentes à infraestrutura foram concebidos sem uma visão de GF; por outro lado, estes sistemas normalmente são compostos por diversas tecnologias heterogêneas às quais para funcionar corretamente, devem satisfazer exigências como desempenho, confiabilidade, portabilidade, escalabilidade e interoperatividade, entre outras. Este trabalho de dissertação propõe utilizar uma arquitetura de objetos distribuídos para otimizar o processo de GF, aplicado em um caso real, especificamente em uma indústria de eletroeletrônicos do Pólo Industrial de Manaus. O objetivo de utilizar a referida arquitetura é para reduzir a sua complexidade através da abstração e separação de requisitos de projeto e, ao mesmo tempo, direcionar os passos que serão tomados pelas tarefas envolvidas. O método proposto para atingir tal objetivo é a identificação do processo de GF, a especificação, onde a informação obtida será classificada em forma de visões utilizando o RM-ODP, e a modelagem, onde se analisa as complexidades, como relacionamentos, dependências e limitações do processo de negócios, objetivando elaborar uma arquitetura que será implementada nos domínios de aplicação do processo de GF. / The Facilities Management is considered by many authors as an interdisciplinary field devoted to ensure the functionality of the built environment by integrating people, place, process and technology. To develop an architectural model that can be used to deal with management facilities, it is first necessary to establish the role that it must have in business, how to perform these roles and then see if it achieves these requirements. A critical point in developing a model for managing facilities is the lack of an enterprise architecture, due to the building systems and other systems related to infrastructure were designed without a vision of FM on the other hand, these systems usually consist of several heterogeneous technologies in which to function properly must meet requirements such as performance, reliability, portability, scalability and interoperability, among others. This dissertation work proposes to use distributed object architecture to optimize the process of Facilities Management, applied in a real case, especially in a consumer electronics industry of the Industrial Pole of Manaus. The purpose of using this architecture is to reduce complexity through abstraction and separation of design requirements, while directing the steps to be taken by the tasks involved. The proposed method for achieving this goal is the identification of the FM process, specifying where the information obtained will be sorted in order of views using the RM-ODP, and modeling which analyzes the complexities, such as relationships, dependencies and constraints in the process of business, aiming to develop an architecture that will be implemented in the areas of application of the FM process.