ISO 41011:2017 施設管理—用語, 語彙 | ページ 6

3.1.1

施設管理

施設管理

FM

人々の生活の 質（3.7.1） と コアビジネス（3.1.7 ）の生産性を向上させる目的で、 構築された環境（3.2.3） 内に人、場所、 プロセス（3.5.1） を統合する組織機能。 )

3.1.2

内部サービス提供

社内サービス提供

需要組織（3.3.1.1）が 雇用するスタッフによる サービス（3.5.3） の提供と管理

3.1.3

サポートサービス

中核事業（3.1.7） を支援するために提供される非主要 活動（3.5.2 ）

3.1.3.1

施設サービス

組織（3.3.1） の 主要な活動（3.7.4） への支援提供で、内部または外部の提供者によって提供される

3.1.3.2

設備プロセス

施設管理（3.1.1） 組織（3.3.1） によって統合および管理される プロセス（3.5.1 ）

3.1.4

必要

中心的な目的と主要 な目的（3.7.8） の達成を可能にするために不可欠な 需要組織（3.3.1.1） からの具体的または抽象的な期待

3.1.4.1

要件

必要性（3.1.4） または述べられている、一般に暗示されている、または義務的な期待

注記1： 「一般的に暗示される」とは、検討中の必要性または期待が暗示されることが、 組織（3.3.1） および 利害関係者（3.3.3） にとって慣習または一般的な慣行であることを意味します。

注記2特定の要求事項とは， 文書化された情報(3.7.7) などに記載されている要求事項である。

3.1.4.2

要求する

サービス（3.5.3） or 製品（3.5.1.1） を提供するための 規定要件（3.1.4.1）

3.1.4.3

サービスレベル

製品（3.5.1.1） 、 プロセス（3.5.1） or システム（3.5.4） の 要件（3.1.4.1） の完全な説明とそれらの特性

3.1.4.3.1

サービスレベル契約

SLA

需要組織（3.3.1.1） と サービス提供者（3.1.5） の間で、 性能（3.8.3） 、 測定（3.8.1） 、および サービス（3.5.3） の提供条件について合意された文書

3.1.5

サービスプロバイダー

1つまたは複数の 施設サービス（3.1.3.1） を提供する 組織（3.3.1 ）

注記1サービス提供者は， 需要組織の内部または外部にあることができる（3.3.1.1） 。

3.1.6

職場

作業が行われる物理的な場所

3.1.6.1

ワークステーション

作業関連の 活動（3.5.2） のために特別に設計された、またはそれに適した、家具および補助機器（電話、IT, および電源接続を含む）を含み、恒久的な使用に適した場所

3.1.7

中心的事業

ニーズ（3.1.4） が派生する 実体（3.7.11）

3.2.1

asset

item, thing or entity (3.7.11) that has potential or actual value to an organization (3.3.1)

[SOURCE: ISO 55000:2014, 3.2.1, modified — Notes to entry have been removed.]

3.2.1.1

asset management

coordinated activity (3.5.2) of an organization (3.3.1) to realize value from assets (3.2.1)

[SOURCE: ISO 55000:2014, 3.3.1, modified — Notes to entry have been removed.]

3.2.2

real estate

immoveable property including structures, grounds and undeveloped land

3.2.3

built environment

collection of buildings, external works (landscaped areas), infrastructure (3.2.3.1) and other construction works within an area

3.2.3.1

infrastructure

system (3.5.4) of facilities (3.2.3.2) , equipment and services (3.5.3) needed for the operation of an organization (3.3.1)

[SOURCE: ISO 9000:2015, 3.5.2]

3.2.3.2

facility

collection of assets (3.2.1) which is built, installed or established to serve an entity's (3.7.11) needs (3.1.4)

3.3.1

organization

person or group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives (3.7.8)

Note 1 to entry: The concept of organization includes, but is not limited to sole-trader, company, corporation, firm, enterprise, authority, partnership, charity or institution, or part or combination thereof, whether incorporated or not, public or private.

3.3.1.1

demand organization

entity (3.7.11) which has a need (3.1.4) and the authority to incur costs to have requirements (3.1.4.1) met

Note 1 to entry: This is typically an authorized representative within a functional unit of an organization (3.3.1) .

3.3.2

top management

executive management

person or group of people who directs and controls an organization (3.3.1) at the highest level

Note 1 to entry: Top management has the power to delegate authority and provide resources within the organization.

Note 2 to entry: If the scope of the management system (3.7.5) covers only part of an organization, then top management refers to those who direct and control that part of the organization.

3.3.3

interested party

stakeholder

person or organization (3.3.1) that can affect, be affected by, or perceive itself to be affected by a decision or activity (3.5.2)

3.3.4

competence

ability to apply knowledge and skills to achieve intended results

3.3.5

end user

person or organization (3.3.1) which uses products (3.5.1.1) or services (3.5.3) from a supplier

3.4.1

agreement

statement agreed between the demand organization (3.3.1.1) and the provider of services (3.5.3) or products (3.5.1.1)

Note 1 to entry: This should be in the form of a written statement agreed between the demand organization and the provider of services or products setting out the requirements (3.1.4.1) , conditions, costs, the level of resources and outputs required.

Note 2 to entry: For complex multi-country or multi-service agreements, the type of documentation and content outlined in ISO 41012:2017, Annexes C and D, could be required. For small or single service agreements, a one page document setting out the important terms and conditions can suffice.

3.4.1.1

contract

agreement (3.4.1) under which two parties undertake to exchange a product (3.5.1.1) for a payment

3.4.1.2

specification

detailed description of the essential performance (3.8.3) and/or technical requirements (3.1.4.1) for services (3.5.3) or products (3.5.1.1) and processes (3.5.1) set out by the demand organization (3.3.1.1) to make clear to the service provider (3.1.5) the requirements to be fulfilled

Note 1 to entry: This is the documentary interface between the needs (3.1.4) of the demand organization and the activities (3.5.2) of the service provider.

3.4.1.3

mobilization

phase to establish and implement all resources, systems (3.5.4) , data and procedures prior to taking full responsibility for the facility services (3.1.3.1) to be delivered as specified in the facility management (3.1.1) agreement (3.4.1)

Note 1 to entry: Start up can also be used in this context.

3.4.1.4

demobilization

phase to transfer facility services (3.1.3.1) back to the demand organization (3.3.1.1) or to a new service provider (3.1.5) as specified in the facility management (3.1.1) agreement (3.4.1)

3.4.2

subcontracting

process (3.5.1) of engaging a subcontractor (3.4.2.1)

3.4.2.1

subcontractor

organization (3.3.1) engaged by the service provider (3.1.5) to perform a specific portion of a facility service (3.1.3.1)

3.4.3

sourcing

practice which identifies, evaluates and engages internal and external service providers (3.1.5) to deliver a service (3.5.3) or products (3.5.1.1) to meet a specification (3.4.1.2)

3.4.3.1

procurement

activity (3.5.2) of acquiring goods or services (3.5.3) from suppliers

Note 1 to entry: The procurement process (3.5.1) considers the whole life cycle from identification of needs (3.1.4) through to the end of a services contract (3.4.1.1) or the end of the life of goods, including disposal.

Note 2 to entry: Sourcing (3.4.3) is a part of the procurement process that includes planning, defining specifications (3.4.1.2) and selecting suppliers.

[SOURCE: ISO 20400:2017, 3.1.8]

3.4.3.2

supply chain

system (3.5.4) of organizations (3.3.1) , people, activities (3.5.2) , information, and resources involved in delivering a product (3.5.1.1) or service (3.5.3) to an end user (3.3.5) from a supplier

3.4.3.3

outsource (verb)

make an arrangement where an external organization (3.3.1) performs part of an organization’s function or process (3.5.1)

Note 1 to entry: An external organization is outside the scope of the management system (3.7.5) , although the outsourced function or process is within the scope.

3.4.3.4

out-task

provision of a single service (3.5.3) from an external service provider (3.1.5)

3.4.3.5

insource (verb)

make an arrangement to move external service (3.5.3) provisions to internal service provision (3.1.2)

3.4.4

due diligence

compilation, comprehensive appraisal and validation of information of an organization (3.3.1) required for assessing accuracy, commercial integrity, financial stability and functional competence (3.3.4) integrity at the appropriate stage of the agreement (3.4.1) sourcing (3.4.3) process (3.5.1)

3.4.5

method statement

document in which the service provider (3.1.5) translates the demands (3.1.4.2) set out in the specification (3.4.1.2) and service level agreement (3.1.4.3.1) into a delivery plan with resources, allocations and methodologies

3.5.1

process

set of interrelated or interacting activities (3.5.2) which transforms inputs into outputs

3.5.1.1

product

result of a process (3.5.1)

Note 1 to entry: There are four generic product categories, as follows:— services (3.5.3) ;— software;— hardware;— processed materials.

Note 2 to entry: Products can be tangible or intangible.

[SOURCE: ISO/IEC 17065:2012, 3.4.2, modified – Notes to entry have been modified]

3.5.2

activity

task or tasks that contribute to completion of deliverables (3.7.9)

3.5.3

service

time-perishable, intangible activity (3.5.2) performed for an entity (3.7.11)

3.5.4

system

contained set of interrelated processes (3.5.1) , technologies and/or procedures

3.5.4.1

conformity

fulfilment of a requirement (3.1.4.1)

3.5.4.2

nonconformity

non-fulfilment of a requirement (3.1.4.1)

3.5.4.3

corrective action

action to eliminate the cause of a nonconformity (3.5.4.2) and to prevent recurrence

3.5.4.4

continual improvement

recurring activity (3.5.2) to enhance performance (3.8.3)

3.6.1

zero-based budget

methodology which uses detailed asset (3.2.1) lists and engineering and performance (3.8.3) standards to assess resource needs (3.1.4) , and market unit costs to create a total budget without reference to previous expenditure levels

3.6.2

business case

document which summarizes the scope, benefits, costs and risks (3.7.3) of a proposed solution to a business need (3.1.4)

3.6.2.1

life-cycle cost

total costs (in present-value terms) expected to be spent on an asset (3.2.1) during its operational existence

3.6.3

open-book

transparent exchange of relevant information (especially costs) between the facility management (3.1.1) service provider (3.1.5) and the demand organization (3.3.1.1)

3.7.1

quality

degree to which a set of inherent characteristics of an object fulfils requirements (3.1.4.1)

[SOURCE: ISO 9000:2015, 3.6.2, modified — Notes to entry have been deleted.]

3.7.2

policy

intentions and direction of an organization (3.3.1) , as formally expressed by its top management (3.3.2)

3.7.3

risk

effect of uncertainty

Note 1 to entry: An effect is a deviation from the expected — positive or negative.

Note 2 to entry: Uncertainty is the state, even partial, of deficiency of information related to, understanding or knowledge of, an event, its consequence, or likelihood.

Note 3 to entry: Risk is often characterized by reference to potential “events” (as defined in ISO Guide 73:2009, 3.5.1.3) and “consequences” (as defined in ISO Guide 73:2009, 3.6.1.3), or a combination of these.

Note 4 to entry: Risk is often expressed in terms of a combination of the consequences of an event (including changes in circumstances) and the associated “likelihood” (as defined in ISO Guide 73:2009, 3.6.1.1) of occurrence.

3.7.4

primary activities

activities (3.5.2) that constitute the distinctive and indispensable competencies (3.3.4) of an organization (3.3.1) in its value chain

Note 1 to entry: The distinction between the primary activities and support services (3.1.3) is decided by each organization individually; this distinction needs to be continuously updated.

3.7.5

management system

set of interrelated or interacting elements of an organization (3.3.1) to establish policies (3.7.2) and objectives (3.7.8) and processes (3.5.1) to achieve those objectives

Note 1 to entry: A management system can address a single discipline or several disciplines.

Note 2 to entry: The system (3.5.4) elements include the organization’s structure, roles and responsibilities, planning and operation.

Note 3 to entry: The scope of a management system may include the whole of the organization, specific and identified functions of the organization, specific and identified sections of the organization, or one or more functions across a group of organizations.

3.7.6

effectiveness

extent to which planned activities (3.5.2) are realized and planned results achieved

Note 1 to entry: In the context of facility management (3.1.1) , it is important that results are achieved within planned budgets.

3.7.7

documented information

information required to be controlled and maintained by an organization (3.3.1) and the medium on which it is contained

Note 1 to entry: Documented information can be in any format and media, and from any source.

Note 2 to entry: Documented information can refer to:— the management system (3.7.5) , including related processes (3.5.1) ;— information created in order for the organization to operate (documentation);— evidence of results achieved (records).

3.7.8

objective

result to be achieved

Note 1 to entry: An objective can be strategic, tactical, or operational.

Note 2 to entry: Objectives can relate to different disciplines (such as financial, health and safety, and environmental goals) and can apply at different levels (such as strategic, organization-wide, project, product (3.5.1.1) and process (3.5.1) ).

Note 3 to entry: An objective can be expressed in other ways, e.g. as an intended outcome, a purpose, an operational criterion, as a facility management (3.1.1) objective, or by the use of other words with similar meaning (e.g. aim, goal, or target).

Note 4 to entry: In the context of facility management systems (3.7.5) , facility management objectives are set by the organization (3.3.1) , consistent with the facility management policy (3.7.2) , to achieve specific results.

3.7.9

deliverable

measurable and verifiable outcome, result or item to be produced within a specific timeframe to complete a project or part of a project

[SOURCE: ISO 22128:2008, 3.2]

3.7.10

vision

description of what an organization (3.3.1) wants to be and how it wants to be seen by stakeholders (3.3.3)

3.7.11

entity

actual or abstract thing that exists, did exist, or might exist, including associations among these things

3.7.12

strategic level

level at which an organization (3.3.1) defines its objectives (3.7.8) and policies (3.7.2) , and plans and assesses how to achieve its goals

3.7.13

tactical level

level at which an organization (3.3.1) plans and manages the specific mechanisms and resources for operational delivery of products (3.5.1.1)

3.7.14

operational level

level at which activities (3.5.2) are performed in a routine way in support of the organizations (3.3.1) functions

3.7.15

sustainability

state of the global system (3.5.4) , including environmental, social and economic aspects, in which the needs (3.1.4) of the present are met without compromising the ability of future generations to meet their own needs

Note 1 to entry: The environmental, social and economic aspects interact, are interdependent and are often referred to as the three dimensions of sustainability.

Note 2 to entry: Sustainability is the goal of sustainable development.

[SOURCE: ISO Guide 82:2014, 3.1]

3.7.16

emergency preparedness

capability to take actions that will effectively mitigate the consequences of an emergency

3.7.17

business continuity

capability of the organization (3.3.1) to continue delivery of products (3.5.1.1) or services (3.5.3) at acceptable predefined levels following disruptive incident

[SOURCE: ISO 22300:2012, 2.1.10]

3.7.18

best practice

documented process (3.5.1) or product (3.5.1.1) developed by the user community, consisting of suppliers and end users (3.3.5) , working together for the purpose of establishing industry guidelines

[SOURCE: ISO 20121:2012, 3.29, modified — The term “customers” has been changed to “end users” and the term “teaming” has been changed to “working together”.]

3.8.1

measurement

process (3.5.1) to determine a value

3.8.2

monitoring

determining the status of a system (3.5.4) , a process (3.5.1) or an activity (3.5.2)

Note 1 to entry: To determine the status, there may be a need (3.1.4) to check, supervise or critically observe.

3.8.3

performance

measurable result

Note 1 to entry: Performance can relate either to quantitative or qualitative findings.

Note 2 to entry: Performance can relate to the management of activities (3.5.2) , processes (3.5.1) , products (3.5.1.1) (including services (3.5.3) ), systems (3.5.4) or organizations (3.3.1) .

3.8.4

key performance indicator

KPI

measure that provides essential information about the performance (3.8.3)

3.8.5

benchmark

reference point or metric against which process (3.5.1) , performance (3.8.3) and/or quality (3.7.1) can be measured

3.8.5.1

benchmarking

process (3.5.1) of comparing processes, performances (3.8.3) and/or quality (3.7.1) against practices of the same nature, under the same circumstances and with similar measures

3.8.6

audit

systematic, independent and documented process (3.5.1) for obtaining audit evidence and evaluating it objectively to determine the extent to which the audit criteria are fulfilled

Note 1 to entry: An audit can be an internal audit (first party) or an external audit (second party or third party), and it can be a combined audit (combining two or more disciplines).

Note 2 to entry: An internal audit is conducted by the organization (3.3.1) itself, or by an external party on its behalf.

Note 3 to entry: “Audit evidence” and “audit criteria” are defined in ISO 19011.

3.8.7

volume

total output of a measurable activity (3.5.2) over a period of time