TS EN ISO 41015

TS EN ISO 41015 is a guidance standard focused on how a facility management organization can influence organizational behaviours to improve facility outcomes. It is about creating better results and a better user experience by shaping the interactions among users, service providers and other interested parties in the built environment.

In general technical terms, this subject sits at the intersection of facility management, service delivery and organizational behaviour. The central idea is that the performance of a facility is affected not only by assets, space and maintenance activities, but also by how people communicate, participate, comply, adapt and collaborate. By addressing those behavioural factors, FM can support both the immediate use of facilities and the wider objectives of the demand organization.

How the guidance builds on ISO 41001

This document is intended to build upon ISO 41001, which uses the Plan-Do-Check-Act methodology. Rather than replacing a management system framework, it complements it with guidance on engagement, empowerment and influence. The standard applies to organizations both large and small, and the term organization refers to the FM organization unless otherwise stated.

Key concepts in the facility management context

Facility management and facilities management may be used interchangeably in this document. The practical focus is on enabling more effective relationships and behaviours around the built environment, so that day-to-day use of spaces and services contributes to improved outcomes for both users and the organization’s goals.

• Guidance on influencing organizational behaviour for improved facility outcomes.
• Focus on engaging, empowering and influencing users, service providers and other interested parties.
• Connects behavioural factors with user experience and organizational objectives.
• Built to complement ISO 41001’s PDCA-based framework.
• Applicable to both large and small organizations.