SIST EN ISO 41015:2023 PDF

Overview

EN ISO 41015:2023 (ISO 41015:2023) - Facility management - Influencing organizational behaviours for improved facility outcomes - is a guidance standard published by CEN/ISO that explains how a facility management (FM) organization can influence behaviours across users, service providers and other stakeholders to deliver better facility outcomes and user experience in the built environment. It builds on ISO 41001 and the Plan-Do-Check-Act (PDCA) approach to align FM activity with the demand organization’s strategic goals.

Key topics

• Context of the organization: understanding the FM organization, stakeholder relationships and alignment with strategic objectives (clauses 4.x).
• Influencing behaviour: methods to increase the FM organization’s ability to influence users and providers, develop relationships and plan behavioural change (clauses 5.x).
• Value drivers: identifying and applying facility-related value drivers to shape decisions and influence outcomes (clause 5.5).
• Change planning: structuring change processes, assessing risks and opportunities and implementing frameworks to support behavioural change (clause 6).
• Aligning FM to strategy: defining outputs and outcomes, setting target outputs and mapping FM actions to organizational outcomes (clause 7).
• Performance evaluation: outcome evaluation, selection of performance indicators and evaluation methodologies to measure success (clause 8).
• Continual improvement: processes to demonstrate and sustain improvement in facility outcomes and user experience (clause 9).
• Practical guidance: Annex A offers examples and implementation guidance.

Applications

EN ISO 41015:2023 is practical for:

• Facility managers, owners and operators seeking to improve user experience and facility performance.
• Internal and external service providers aiming to influence occupant behaviour and collaborate with FM teams.
• Organizational leaders who need FM to contribute measurably to strategic goals (the “demand organization”).
• FM consultants and change managers designing behaviour-change programs, KPIs and performance-evaluation frameworks.

Typical uses:

• Designing stakeholder engagement and communication strategies to change occupant behaviour.
• Establishing performance indicators and evaluation methods that link FM outputs to organizational outcomes.
• Planning and managing change projects that consider behavioural risks and opportunities.

Related standards

• ISO 41001 - Facility management - Management systems - provides the management-system requirements that EN ISO 41015:2023 builds upon (PDCA methodology).

EN ISO 41015:2023 is applicable to organizations of all sizes operating in diverse built environments and supports measurable, strategic integration of facility management through behaviour-focused guidance.