Samenvatting Built Environment week 1 tm 3.
LET OP: samenvattingen zijn van de powerpoints en artikelen!
Belangrijke onderwerpen;
Weke BUILT ENVIRONMENT HRM SERVICE MANAGEMENT
n
1 SOR model Definition Mails and Margulies
Holistic model Holistic model four elements
Triple P Sustainable HR strategy
Circulair economy P model SHR Eroding
Real estate strategies Strategic management type of strategy
Building layers circular competitive
economy advantage ( benefits)
driving force theory
competitive advantaged by
built
2 CREM workplace diversity Internationalizing
The conceptual models The decision making Culture
added value for built process International strategy
environment CSR (
input / output real estate
3 Added value Global management International strategy
KPI International Empowerment
Decision making process organization building blocks
NEN2748 ( costs) Controlling The Contingency
strategy of built environment Balance scorecard Bowen and Lawler model
Benchmarking Leadership
Tools for measuring Kolb’s learning cycle
organizations
4 business case social responsibility service concept
BREAAM Green management framework
Dutch Green Building Council Shades of green Meassure
Ethics behaviour performance
Productivity
,Inhoud
Samenvatting Built Environment week 1 tm 3........................................................................................1
Summary Built environment ( week one )...............................................................................................3
Summary about Strategic alignment of corporate real estate (ARTICLE)...............................................9
Summary about the green building council (ARTICLE)..........................................................................12
Summary week two: about the article: How can FM added value to organization ass well as to
society?.................................................................................................................................................14
Information about the PowerPoint (week 2)........................................................................................17
Summary Built environment week three...............................................................................................29
Summary about the article: A framework for identifying and measuring value added by corporate real
estate....................................................................................................................................................34
,Summary Built environment ( week one )
subject: Built environment
Week: one
Chapter: introduction, PowerPoint and article week one
Facility design
Design decisions for Servicescape can be made by the facility management department. According to
definitions by scientists and the European standard EN 15221-1, facility management (FM), it is about
delivering internal services and managing / changing physical environments to support the
effectiveness of the primary processes of an organization. The following internal services, related to
the service facility, are activities or a series of activities of a more or less intangible nature that
normally, but not necessarily, take place in interactions between:
- employees (ie staff) and frontline employees (eg reception and concierge))
- goods and / or systems (e.g. catering and print) from the internal service provider (e.g. FM).
In general, service design functions are where (location), when (time or period) and how to use
services. The physical environment consists of the environmental dimensions, its environmental
conditions, spatial layout and functionality, and signs, symbols, and artifacts. ( look at the service
scape ) The sphere of influence of facility managers therefore consists of a mix of separate, yet
closely related, designed features of service processes and physical elements, which we call facility
design.
The SOR model
SOR model stimulus- organism-
response model
This model describe the way that
organisms, including customers and
employees, respond to
environmental stimuli ( e.g. lightning,
music and interior design). The model
proposes that people’s responses
exhibit three broad types of response
to stimulate in the external
environmental:
1. Physiological
2. Emotional
3 Behaviour responses
A simple stimulus organism response model:
Stimulus: physical environment
Organism: customers and employees
Response: comfort and pleasure
, The model shows that there are different types of response - individual response (approach and
avoid) and interaction responses (e.g. social interactions).
Pleasure and arousal model
Emotional responses to environments can be described along two main factors;
1. Pleasure Pleasure factor depends on the level of how people like or dislike that particular
environment.
2. Arousal arousal factor depends on its information loads.
The holistic environment
The holistic environment is the cumulative effect of multiple stimuli, most of which are processed
within a split second.
When consumers enter a servicescape, they process multiple stimuli almost simultaneously.
Consumers scan the ambient conditions, layout, furnishings and artefacts and aggregate them to
derive an overall impression of the environment. These types of global judgments represent the
summation of processing multiple stimuli to form a single impression.
Through careful design of the physical environment and ambient conditions, managers are able to
communicate the service firm's values and positioning. Ideally, the physical environment will be
designed to achieve desired behavioural outcomes. Clever use of space can be used to encourage
patrons to stay longer since longer stays result in more opportunities to sell services. At other times,
the ambient conditions can be manipulated to encourage avoidance behaviour.
For example at the end of a busy night of trading, a bar manager might turn the air conditioning
up, turn up the lights, turn off the background music and start stacking chairs on top of tables. These
actions send a signal to patrons that it is closing time.
For important roles of the services cape
The services capes model is an applied stimulus-organism-response model (SOR model), which treats
the physical environment as the stimulus and the response is the behavior of employees and
customers within the physical environment. The services cape performs four important roles:
LET OP: samenvattingen zijn van de powerpoints en artikelen!
Belangrijke onderwerpen;
Weke BUILT ENVIRONMENT HRM SERVICE MANAGEMENT
n
1 SOR model Definition Mails and Margulies
Holistic model Holistic model four elements
Triple P Sustainable HR strategy
Circulair economy P model SHR Eroding
Real estate strategies Strategic management type of strategy
Building layers circular competitive
economy advantage ( benefits)
driving force theory
competitive advantaged by
built
2 CREM workplace diversity Internationalizing
The conceptual models The decision making Culture
added value for built process International strategy
environment CSR (
input / output real estate
3 Added value Global management International strategy
KPI International Empowerment
Decision making process organization building blocks
NEN2748 ( costs) Controlling The Contingency
strategy of built environment Balance scorecard Bowen and Lawler model
Benchmarking Leadership
Tools for measuring Kolb’s learning cycle
organizations
4 business case social responsibility service concept
BREAAM Green management framework
Dutch Green Building Council Shades of green Meassure
Ethics behaviour performance
Productivity
,Inhoud
Samenvatting Built Environment week 1 tm 3........................................................................................1
Summary Built environment ( week one )...............................................................................................3
Summary about Strategic alignment of corporate real estate (ARTICLE)...............................................9
Summary about the green building council (ARTICLE)..........................................................................12
Summary week two: about the article: How can FM added value to organization ass well as to
society?.................................................................................................................................................14
Information about the PowerPoint (week 2)........................................................................................17
Summary Built environment week three...............................................................................................29
Summary about the article: A framework for identifying and measuring value added by corporate real
estate....................................................................................................................................................34
,Summary Built environment ( week one )
subject: Built environment
Week: one
Chapter: introduction, PowerPoint and article week one
Facility design
Design decisions for Servicescape can be made by the facility management department. According to
definitions by scientists and the European standard EN 15221-1, facility management (FM), it is about
delivering internal services and managing / changing physical environments to support the
effectiveness of the primary processes of an organization. The following internal services, related to
the service facility, are activities or a series of activities of a more or less intangible nature that
normally, but not necessarily, take place in interactions between:
- employees (ie staff) and frontline employees (eg reception and concierge))
- goods and / or systems (e.g. catering and print) from the internal service provider (e.g. FM).
In general, service design functions are where (location), when (time or period) and how to use
services. The physical environment consists of the environmental dimensions, its environmental
conditions, spatial layout and functionality, and signs, symbols, and artifacts. ( look at the service
scape ) The sphere of influence of facility managers therefore consists of a mix of separate, yet
closely related, designed features of service processes and physical elements, which we call facility
design.
The SOR model
SOR model stimulus- organism-
response model
This model describe the way that
organisms, including customers and
employees, respond to
environmental stimuli ( e.g. lightning,
music and interior design). The model
proposes that people’s responses
exhibit three broad types of response
to stimulate in the external
environmental:
1. Physiological
2. Emotional
3 Behaviour responses
A simple stimulus organism response model:
Stimulus: physical environment
Organism: customers and employees
Response: comfort and pleasure
, The model shows that there are different types of response - individual response (approach and
avoid) and interaction responses (e.g. social interactions).
Pleasure and arousal model
Emotional responses to environments can be described along two main factors;
1. Pleasure Pleasure factor depends on the level of how people like or dislike that particular
environment.
2. Arousal arousal factor depends on its information loads.
The holistic environment
The holistic environment is the cumulative effect of multiple stimuli, most of which are processed
within a split second.
When consumers enter a servicescape, they process multiple stimuli almost simultaneously.
Consumers scan the ambient conditions, layout, furnishings and artefacts and aggregate them to
derive an overall impression of the environment. These types of global judgments represent the
summation of processing multiple stimuli to form a single impression.
Through careful design of the physical environment and ambient conditions, managers are able to
communicate the service firm's values and positioning. Ideally, the physical environment will be
designed to achieve desired behavioural outcomes. Clever use of space can be used to encourage
patrons to stay longer since longer stays result in more opportunities to sell services. At other times,
the ambient conditions can be manipulated to encourage avoidance behaviour.
For example at the end of a busy night of trading, a bar manager might turn the air conditioning
up, turn up the lights, turn off the background music and start stacking chairs on top of tables. These
actions send a signal to patrons that it is closing time.
For important roles of the services cape
The services capes model is an applied stimulus-organism-response model (SOR model), which treats
the physical environment as the stimulus and the response is the behavior of employees and
customers within the physical environment. The services cape performs four important roles:
