Facility Management más psicología y menos mantenimiento

Facility Management: more psychology, less maintenance

If any given building works from an operational point of view, in so far that it is accessible and efficient, yet the people who use it or live in it cannot perform their activities optimally, the model fails. We’ve been heralding this for years, and lockdown measures appear to have made the concept all the more significant. Businesses are reconsidering the purpose of offices and other real estate, hence, Facility Management will have to align itself with their decisions. We need to pave the way.

The scope of FM

The discipline itself is broad: in more self-explanatory terms we could say that a degree in FM encompasses a wide array of areas from corporate Real Estate or energy to spaces, projects or the most operational of services. The matter at hand is that the final decision as what to include or exclude concerning the functions of the support department is up to the client company who receives these very services. Likewise, clients also determine how they wish to meet their needs and the resources they will allocate to do so. Hence, it is even more essential to clarify what FM is and what it actually spans or can span.

Competencies have changed extensively and very rapidly. According to European standard 15221-4, taxonomy, classification and structures in Facility Management, IT is considered as part of support. Not only is this unthinkable today, but it could also sow dissent among a truly influential business area. Some attributions have been replaced by others which must be recognised and included in the models. Recent international standards, specifically ISO 41011, include people as a key aspect when defining FM. Incidentally, this is the only noun which is repeated, indicating a new approach to and increased relevance of users and occupants, rather than real estate itself.

People and Facility Management

When we were structuring the modules of our Master’s degree five years ago, some advisors considered that it was excessive to dedicate one entire module to client management and two to personal development and team management. Today, everyone agrees it was the right choice. While it is necessary to understand the people, who live in the buildings and those who give them support, more importantly, we must nurture the relationships between them. Individuals who interact with buildings, their needs or their expectations are diverse. Therefore, in order to facilitate personal relationships, there must be good psychology: no two people are the same, and we react to things differently. Despite the fact that we keep this very much in mind when we manage changes in a project, routine procedures also require a range of particular skills.

The FM department must ensure that the right people are in the right job when it comes to equipment and facilities. In practical terms, one has to analyse to what extent each FM area impacts equipment and assets, and how those same elements affect people. Once we have the results, decisions should be taken with a view to striking a balance between both considerations. This is where psychology comes into play, in a bid to interpret individuals’ behaviour and predict their response.

Having said this, I have no intention of undermining the importance of maintenance, a key aspect of asset management support, and hence of FM. My point is that maintenance strategies must be defined without losing sight of individuals and above all, their interaction with the equipment concerned. This may also lead to greater recognition of these professionals, who are blamed when it is hot or cold, or something is out of order. They probably haven’t designed, calculated, installed or even seen the facilities they are now responsible for, yet they are expected to solve problems that may go back a long way. Suum cuique, or to each his own, yet sometimes maintenance companies are given responsibilities they should not accept.

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Do you want more information about what we do in Consultancy, Training and Research en Facility Management?

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Participate in the Observatorio FM

You can choose between these 3 options to participate:

How to participate?

Collaborating with the Observatorio FM is a personal and voluntary decision, and there is no contractual obligation or economic retribution for it.

Any interested person can apply to participate as a leader of a new project, or apply as a collaborator in an existing one.

A technical committee will evaluate the subject matter of the proposed projects and the applications of the participants, deciding which ones are carried out and by whom.

Each person decides how much they want to dedicate, depending on their availability or type of project. The aim is for it to be an altruistic activity and not an additional workload.

What does it consist of?

To promote and publish studies that help professionals in the sector and to help others understand our profession and discipline.

The results and deliverables are shared openly, always acknowledging the contributions of all authors and contributors.

The Observatorio FM’s activity will respect the objectivity, ethics, rigour and good practices that govern our Research area.

Contributors have access to the best collaborative tools, sectoral information and contacts, as well as the assistance of expert consultants and researchers at international level.


FM Observatory

FM Observatory is a platform which develops and disseminates Facility Management information. It’s accessible to all those who’d genuinely like to participate. Ethical use and objectivity are essential, and all results must be shared. You decide how long you devote to it and what you want to achieve.

You can participate as:

  • Leader: define the topic and coordinate the activity
  • Collaborator: help with development

We will provide:

  • Current situation and trends regarding the subject
  • Access to experts and advisers
  • Collaborative tools
  • Design assistance and dissemination platform

All contributions will be given credit in completed projects.



We are part of the European research group and we work in international teams to develop different types of initiatives:

  • Public financing
  • International bids

We also work for service providers who require support with decisions linked to:

  • Positioning
  • Product launches
  • Finding partners


As accredited experts in the drafting processes of European and International standards on Asset and Facility Management, we are the perfect partner to assist you with:

  • Standards alignment
  • Assistance with certification
  • Specialised training

FMHOUSE is the only Spanish-speaking consulting firm that participates in these processes.



At FMHOUSE we think that progress made in Facility Management should be shared, so we strive to produce and publish the following material:

  • National and international trends
  • Industry analyses
  • Market studies

The “FM Observatory” is open, should you like to contribute with a publication.



Our view of spaces or workplaces from a Facility Management perspective leads to a better understanding of such a need as a service, as it is essential to apply the same logic and methodology.

Generally we offer:

  • Assessment and optimisation
  • Design strategies
  • Solutions and scenarios
  • Wellbeing and productivity

We apply our knowledge and experience to offices, learning spaces, shopping centres and the industrial environment.



In order to make the right decisions, clear accurate market data as well as facts about the organisation itself is essential. In the Facility Management environment, this is even more critical due to the impact it has on business.

Examples of benchmarks:

  • Operating costs
  • Resource use/allocation
  • Audits and compliance assessment

These services are requested mainly by end users, but also by service providers.


Customer Experience

Facility Management’s overarching goal is customer satisfaction, whether they are internal or external. Understanding their feelings and needs is the key to offering a good service.

Our support is based on:

  • Satisfaction assessment
  • Customer perception
  • People-oriented models
  • Change management

We strive to understand and get to know our clients’ customers, in all sectors and types of businesses.


Digital Transformation

The Facility Management world is experiencing a major transition to digital environments. We help our clients understand how it impacts them and assist them throughout the change.

Our areas of support are:

  • Process digitization
  • Viability and integration
  • Digital culture
  • Technological response

We operate as independent advisers, not as brand vendors.

We advise end-users and service providers.

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Service Design

All kinds of companies need to define or improve the way in which it structures supporting activities provided by Facility Management.

Our main products are:

  • Status diagnostics
  • Service dimensioning
  • Grouping and models
  • Help with tenders
  • Assistance with implementation

Our proposals are structured according to individual requirements.

We help end customers and also service providers.

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