This document 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 ISO 41012 within the framework of EN ISO 41011 and ISO/TR 41013 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 document is applicable to business services (not consumer oriented). This document 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).