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This European Standard provides a guideline how to measure, achieve and improve quality in FM. It gives complementary guidelines to EN ISO 9000, EN ISO 9001 and EN 15221-2 within the framework of EN 15221-1. The standard provides a link into management methods and management theories. This European Standard is applicable to: - FM in public and private organizations; - client organization and service provider relationships; - full range of facility products or facility services; - both types of service providers in FM (internal and external); - all types of working environments (e.g. industrial, commercial, administration, military, healthcare etc.). This European Standard is applicable to business services (not consumer oriented). This European Standard does not: - replace the quality management systems of the client organization; - provide standard forms: - for performance and quality management systems (delivering a quality management system); - for defining requirements; - for a measurement tool; - for service level; - apply to the certification of the quality system of Facility Management (covered by EN ISO 9001).