Briefing papers

01 March 2018

FM and the future world of work

As a forward-looking facilities management professional body, we felt in 2017 it was t...

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Good practice guides

23 March 2020

Managing accessible and inclusive places

This good practice guide is aimed at facilities and estate managers and will provide y...

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01 May 2017

Space planning management

This guide will enhance your understanding of space planning and management for your o...

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Equity, diversity and inclusion

IWFM is committed to placing equity, diversity and inclusion (EDI) at the heart of our organisation, governance, membership and profession. We seek to create a community in which all people feel included, valued, supported and that they belong. Our ambition is to foster and support improved EDI practices throughout the workplace and facilities management profession and industry to achieve better outcomes for all. Morally and socially, we believe that this is the right thing to do.

We have created a Focus Group to help us shape and articulate our position and approach on EDI and have published a Public Statement outlining our commitment to this initiative, including how we will collect, analyse and use data to help us understand and break down barriers. Our Action Plan implementing the Public Statement will be published here shortly.

Guidance notes

16 March 2022

Customer Journey Mapping

Welcome to the IWFM Guidance on Customer Journey Mapping, from the Customer Experience...

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02 February 2022

Hygiene in the workplace

No one would have considered the focus hygiene and cleaning in general would have had ...

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12 January 2022

Customer experience measurement and benchmarking

There is no agreed definition of the various terms used, but this working model is inc...

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06 October 2021

An introduction to smart buildings

As technology now enters the fourth industrial revolution, the intelligent use of data...

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29 September 2021

Customer Experience - People

The purpose of this guide is to provide some practical guidance on how to implement go...

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21 July 2021

Healthy Buildings

With the impact of the global pandemic, this past year has been one of significant cha...

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01 May 2019

Pay and prospects survey 2018/19 infographic

The following infographic summarise the results of the 2018/19 IWFM survey. Comparison...

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22 June 2022

IWFM Women in FM SIG are #breakingthebias as face-to-face conference returns

The IWFM Women in FM SIG is excited to be back in person for their 2022 conference whi...

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15 June 2022

IWFM Conference 2022: here’s what you missed

Thank you to everyone who attended IWFM Conference 2022 last week and made it such a s...

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01 June 2022

Workplace and facilities management’s strategic opportunities in sustainability

“FM in organisations directly affects and influences more areas of sustainability than...

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19 April 2022

IWFM Market Outlook 2022 survey report

Welcome to the 2022 IWFM Market Outlook report – providing vital insights into the cha...

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17 November 2021

In pursuit of the 'Holy Grail' - Determining the Return on Workplace Investment (ROWI)

For many years workplace and facilities management professionals have discussed how be...

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13 July 2021

Pay and Prospects Findings 2021

Welcome to the fifteenth edition of IWFM's Pay and Prospects report with the latest in...

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IWFM Customer Experience - People (Guidance Toolkit)
IWFM Customer Experience - People: Induction Checklist
IWFM Customer Experience - People: Job Description
IWFM Customer Experience - People: Performance Development Review Guidance