This document gives guidance on the ways in which a facility management (FM) organization can influence organizational behaviours to achieve improved facility outcomes, including how it can engage, empower and influence users, service providers and other interested parties with one another for improved outcomes and user experience while interfacing with the built environment. Consequently, and simultaneously, these behaviours can be harnessed to contribute to the achievement of the demand organization’s objectives and goals in an organizational sense, regardless of the type of organization or built environment involved. This is the fundamental link to the role of FM as defined in ISO 41001. This document is intended to build upon the requirements in ISO 41001, which adheres to the Plan-Do-Check-Act methodology. This document is applicable to organizations both large and small. NOTE 1        For the purposes of this document, the term “organization” refers to the FM organization unless otherwise stated. NOTE 2        The terms “facility management” and “facilities management” can be used interchangeably.