¿Dónde están las personas?

Where are the people?

It is now unquestionable that Facility Management is directly related to people, particularly since the publication of international standard 41011. Not simply because this is the only word that is repeated twice in the definition, but because it really must be so. The point of applying models and strategies for the professionalisation of support operations is to make users the focal point. As professionals, most of us are aware of this. Yet outside our industry, the truth is that there is widespread ignorance as to what we do, added to complete unawareness that people should be our focal point.

Celebrating FM 

World FM Day was held recently, an ideal occasion for us to gain visibility, and for other sectors to become acquainted with what we do. The poster has appeared extensively on social networks, in different languages and with different backgrounds. Most associations have taken the opportunity to upload messages on their profiles and schedule various events. In some countries, the activities took place over several days. After having participated in some of these happenings, I have paused to consider who might be listening and what conclusions they would draw about what we do.

What it looks like from the outside 

The image of World FM Day denotes joy and celebration, in a range of colours and what appears to be fireworks above a set of buildings. Even a small factory can be made out… but… where are the people? We could imagine we are playing Where’s Wally, yet the difference this time is that we immediately realise he is nowhere to be seen. There are no people in the image. Therefore, the way we are explaining FM is not coming across. Our message is not being delivered effectively. Someone outside the industry who sees the poster might think that we are in the building sector or real estate, as has been put to me on more than one occasion.


You might think that all Facility Management logos are similar, but they are not. I encourage you to visit the website of BELFA, the Belgian association, and take a look at their image. Although it was established more recently than most, which is an advantage, they deserve gratitude for their gesture towards people, including the image of a person in their logo. Although this may go unnoticed, I believe it sends a very strong message about what we do and the correlation which should exist between buildings and individuals. I feel we need to think a little more about those who are not familiar with FM, and strive to create followers. This will improve the perception of the department within companies, boost recognition of its professionals and make university degrees more popular, resulting in the name not having to be changed due to too few enrolments.

I would like us to reflect on the image we convey outside the bubble in which we FM professionals live, and consider what the layman’s perception of what we do might be.

David Martínez


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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:

We will provide:

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:

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



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:

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:

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:

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:

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:

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:

We operate as independent advisers, not as brand vendors.

We advise end-users and service providers.


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:

Our proposals are structured according to individual requirements.

We help end customers and also service providers.

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