Facilities management has been one of the fastest growing professional disciplines for some years, both in terms of volume and diversity of commercial activity. However, a widely accepted and implemented body of knowledge is still lacking. This book contributes to that knowledge building by taking models and ideas from a wide range of sources and linking them to extensive case study material drawn from practising facilities managers. The text is divided into three parts: · current practice is illustrated, with a second chapter looking at enhancing services · key facilities management issues are considered:user needs evaluation, outsourcing and computer–based information systems · extensive advice is provided on managing people through change and on decision making The Second Edition features new material on user needs, briefing and procurement strategy, together with new public sector case studies.