Includes bibliographical references and index

Facility management: an introduction / Timothy Springer -- Benchmarking / Edmond P. Rondeau -- Strategic planning / Loree Goffigon -- Business transformation and facility management / Alex K. Lam -- Financial management for facility managers / Fred Klammt -- Ultimate customer service / Stormy Friday -- Disaster recovery planning / L. David McDaniel -- Alternative workplaces / Jeff Austin ... [et al.] -- Facilities condition assessment / Harvey H. Kaiser, Thomas Davies -- Thinking globally: the competitive edge / Dru Meadows -- Sustainable design / David Lehrer -- Smart buildings, intelligent buildings / Vivian Loftness ... [et al.] -- Lighting / Gary Steffy -- Ergonomics and workplaces / Timothy Springer -- Managing the new healthcare real estate portfolio: a case study / Tom DeChant, John Messervy, Meredith Spear -- Organizational readiness case study: implementing technology at Rocketdyne, a Boeing company / Carolyn Castillo -- Project management and integration / Stephen R. Hagan -- Real estate portfolio management / Stephen Bell -- Supporting the mission of the organization: an approach to portfolio management / Francoise Szigeti, Gerald Davis -- The design and construction process / John D. Macomber -- Space and asset management / Bill Tracy -- Operations and maintenance / Graham Lane Thomas -- Energy management / Al Ferreira -- Security / Roy Spillenkothen, Ron Massa -- Overview and current state of FM technology / Eric Teicholz -- Integrating the Internet into FM / Bruce Cox -- A/E/C industry case study: the birth and development of a collaborative extranet, Bidcom / Charlie Kuffner -- Technology at the architect of the capitol: a case study / Jim Barlow, James White -- Michigan State University facility management master's level certificate program: a case study / Carroll Thatcher ... [et al.] -- GIS case study: space management at the University of Minnesota / David A. Jordani, Debra Gondeck-Becker -- Teaching technology at the University of New South Wales: a case study / Alan White