ISO 41015:2023

Overview

ISO 41015:2023 - Facility management - Influencing organizational behaviours for improved facility outcomes provides guidance for facility management (FM) organizations on how to influence behaviours of users, service providers and other interested parties to improve facility outcomes and user experience within the built environment. Intended to build on the requirements of ISO 41001 (using the Plan‑Do‑Check‑Act approach), this guidance is applicable to organizations of any size and links FM activity directly to the demand organization’s strategic objectives. The document complements the vocabulary in ISO 41011 and includes informative examples in Annex A.

Key topics and technical requirements

• Context of the organization: Identify internal and external issues (people, place, process; economic, social, environmental) that affect facility outcomes and FM impact on mission, vision and values.
• Influencing behaviour: Methods to engage, empower and influence users and service providers; developing relationships and assessing the FM organization’s ability to influence outcomes.
• Value drivers: Identifying factors of perceived worth to the demand organization and working with them to shape behaviours and decisions that affect economy, productivity, resilience and reputation.
• Planning for change: Change-process guidance, risk and opportunity analysis, and frameworks to support behavioural change.
• Aligning FM actions to strategic outcomes: Defining outputs vs outcomes, setting target outputs and applying value drivers to measurable outcomes.
• Performance evaluation: Outcome-focused evaluation, selection of performance indicators and attributes, and evaluation methodologies to gauge success.
• Improvement: Continual improvement of FM interventions and demonstrating value through measurable change.
• Normative and reference alignment: Builds upon ISO 41001 and uses ISO 41011 terminology.

Practical applications and who should use it

• Facility owners and operators - to align FM activities with organizational strategy and demonstrate FM value.
• FM service providers (internal & external) - to design engagement, contracts and services that influence user behaviour and improve outcomes.
• Asset and workplace managers - to plan change, measure performance and support culture or productivity initiatives.
• Procurement, HR and sustainability teams - to coordinate value drivers like productivity, health & safety, talent attraction and environmental performance.
• Consultants and auditors - to advise on behavioural change frameworks, KPIs and alignment with ISO 41001.

Use cases include improving workplace experience, increasing operational efficiency, supporting sustainability goals, and increasing resilience by shaping user and provider behaviours.

Related standards

• ISO 41001 - Facility management - Management systems - Requirements (PDCA)
• ISO 41011 - Facility management - Vocabulary

Keywords: ISO 41015:2023, facility management, influencing organizational behaviours, FM, built environment, ISO 41001, value drivers, performance evaluation, stakeholder engagement.