FACILITIES MANAGEMENT KNOWLEDGE BASE
The information presented on this page outlines my knowledge, experience, philosophies and plans. My knowledge base is a presentation of guidelines that I have implemented throughout my career. Every organization has its own specific requirements and needs for operations. With this in mind, I continually add to and update these guidelines to accommodate new FM trends, changes in technology, budgetary requirements and current events along with specific organization philosophies.
Facility & Office Services
Mail Services
Ideally, the mail services center should be a flow design plan, where each station is built in succession so that incoming mail and items are channeled through the facility, processed and prepared for inter-office or outgoing delivery.
Reprographic Services
This area of Facilities Management concerns itself with photocopy projects that can range from single page employee memorandums to multi-page manuals and large document production. Responsibilities are often tied with other fulfillment services and operations.
Digital Record Archiving
Office Supply Services & Inventory
Kitchen Services
Reception Area
General Facilities
Facilities maintenance should be as proactive as possible. Daily walkthroughs and inspections aid in this area. The task of inspections can reduce potential down time and increase employee productivity when applied routinely.
Facility Record Keeping (Database Management)
Furniture Maintenance
Coordination Services
Planning and Maintenance of Equipment
Office machinery acquisitions should ideally be matched to the wants and the needs of the Company and should as many capabilities as possible to drive the business. Requirements almost always vary from area and department and need to suit the various needs.
Telecommunications
This area of management may or may not fall under the Facilities Department scope of operations. In several hierarchy plans, the Information Technology Department may hold jurisdiction in this area and primarily from a service and installation standpoint with the Facilities Department handing the administrative functions.
Misc. Office Services
Construction, Space Planning and Moves
Facilities & Expansion Layout
Internal Moves
Company Standards
This policy is based on stature and position held within the Company. Each employee is given standard workplace set up based on their role in the Company with regards to office/workstation size and location, furniture selection and business machine requirement. This procedure aids in the design and implementation of new space and simple moves alike. This may or may not apply to some companies.
Facilities Help Desk
A typical help desk has many/several functions. It provides the users a single point of contact, to receive help on various facility and office issues. The help desk typically manages its requests via help desk software, such as an issue tracking system that allows the team to track user requests with a unique number. There are many software applications to support the help desk function.
In order to be able tie in with several of these services, the implementation of a PC driven help desk is a very service oriented and cost effective solution. In its purest form it can be a simple email communication platform. However, if the need it is warranted, a complete detailed system can be installed.
This environment can be quite useful to the end user as well as the Facilities Department. It gives the requestor a record of the issue and the online ability to see progress and results of their request. As a facilities management tool, it can be an effective solution to include, but certainly not be limited to: tracking requests, tracking and balancing department workload through management assignment, expediting department employee response time and maintenance record keeping on machinery and facility issues.
Corporate Security
Dependent upon business operation, corporate access control is generally an automated function which is monitored by surveillance systems and dictated by a computer driven system using points of access to either allow or deny users access in specific areas. In cases where security levels are of paramount concern, there are several physical and human aspects of determent and detection.
General Business Continuity and Disaster Recovery Planning - BC/DR
Disaster Recovery is a sub section of a Business Continuity Plan. Generally the initial process in setting up this type of plan is to define a business impact analysis. This will identify the business's most crucial systems and processes and the effect an outage would have on the business. Dependent on how down time effects business as a whole generally plays a great part in how the plan is designed and how much of an investment will be made to restore a system or process. Changing technology trends should always be monitored as the will play a significant role in communication factors.
BC/DR plans need to encompass how employees will communicate, where they will go and how they will keep doing their jobs. The details can vary greatly, depending on the size and scope of a company and the way it does business. The core of the business determines what direction and primary focus the plan will need to implement and follow. The Facilities Department primary focus is to support the remaining services departments such as IT, Human Resources, Security and Telecommunications, which in turn support the business operating cores.
The critical point is that this plan must encompass all of the support departments as a complete plan. Business Continuity and Disaster Recovery is about constant communication and support.
Support department leaders should work together to determine what kind of plan is necessary and which systems and business units are most crucial to the company. Together, they should decide which people are responsible for declaring a disruptive event and mitigating its effects. Most importantly, the plan should establish a process for locating and communicating with employees after such an event. The plan will also need to take into account that many of those employees will have more pressing concerns than getting back to work.
A key component in designing and maintaining a BC/DR plan is the complete understanding of the full array of assets, people, systems, and processes that make business run is the key to success. All of these factors must be implemented in the plan.
Basic Set up for Disaster Recover
Basic Grounds Management
Contrary to popular belief, the Reception Area of a company is not the first thing a perspective client, vendor or employee sees when visiting a facility. The building itself is the initial view. Like the interior facility, this area needs to be inspected very consistently. In conjunction with aesthetic aspects, a safe and secure building exterior is critical.
General Landscaping
Parking & Walkway Facility Criteria
Basic Winter Conditions Requirements
Vendors
Ground maintenance vendor selection is a key factor to this area as the lack of attention can cause potential employee down time and create safety issues. Selecting a vendor with the base criteria should be considered:
General Safety in the Workplace Philosophies
Safety is always the priority, legality runs a close second
OSHA - Occupational Safety and Health Administration, a federal agency of the United States that regulates workplace safety and health and this organization's guidelines should be followed.
Purchasing Services
Purchasing & Leasing System & Basic Procedures
Planning
Tracking & Reporting
Purchasing Vendor Management
Budgeting Implementations
Responsibility & Objectives
The information presented on this page outlines my knowledge, experience, philosophies and plans. My knowledge base is a presentation of guidelines that I have implemented throughout my career. Every organization has its own specific requirements and needs for operations. With this in mind, I continually add to and update these guidelines to accommodate new FM trends, changes in technology, budgetary requirements and current events along with specific organization philosophies.
Facility & Office Services
Mail Services
Ideally, the mail services center should be a flow design plan, where each station is built in succession so that incoming mail and items are channeled through the facility, processed and prepared for inter-office or outgoing delivery.
- Incoming - Receiving, sorting and distribution
- Outgoing - Preparation, procedures and outside carrier handling
- Interoffice - Scheduled pickup and delivery and defined locations for procedure
- Express Services - Define usage, protocols and user interfaces
- Bulk Services - Use if company requires large, blast USPS mailings
- Various Shipping & Receiving - Various procedures that match company needs
- Faxing - Added service if central faxing is a company standard
- Courier Services - To be used in to expedition of parcels or in emergency situations to compensate for short-handed staffing
- Company Mailings - Coordination and setup with required departments
- Fulfillment Services - Large in-house production for mailing or other business uses
- Mail and Data Tracking - Keeping imaged records of deliveries and pickups
- Fulfillment Center - Basic setup that conforms to in-house project fulfillment that is either day-to-day, occasional or project management driven
Reprographic Services
This area of Facilities Management concerns itself with photocopy projects that can range from single page employee memorandums to multi-page manuals and large document production. Responsibilities are often tied with other fulfillment services and operations.
- Copy Job Maintenance - Define concepts as to what and when jobs should be mass-produced in house or outsourced
- Prioritization - Basic philosophy of what needs to be produced in what order of importance
- Requisitioning Policies - Procedure of what direction should be given to produce a copy job in accordance with approvals from department management
- Make Readies - Requestor approval procedure for large print jobs to avoid waste
- Delivery Schedules - Expediting back to originator or other delivery requirement within a specified timetable
- Equipment - Should be matched to the overall company needs and requirements that often includes several types of binding abilities, tabbed pages and booklet production
- Digital technology is the preferred direction in most companies and firms
- Digital technology provides cleaner production as each print is an original and not a copy
Digital Record Archiving
- Archiving - Documents can be archived on a variety of electronic storage media and easily accessed
- Storage - Documents can be stored rapidly, securely managed and quickly accessed
- Note - This does not totally replace original true paper created documents in many cases
Office Supply Services & Inventory
- Storage - Dependent upon facility size, a dedicated area should be used so that inventory can easily be checked and stocked
- Delivery - Dependent upon urgency, requisition amounts, facility size and employee base, supplies may be delivered on a regular scheduled basis and usually combined with an interoffice mail delivery
- Requisitioning Policies - Regular stocked office supplies should be requisitioned by the end user; special or high dollar supplies should be approved by management; either case a requisition form should be required
Kitchen Services
- Stocking - Balancing what needs are required and supplying the necessary items
- Inventory - Maintaining just in time inventory and reordering accordingly
- Restocking - Pulled from onsite inventory and stocked
- Machine and Water Vending - Selection of reputable, worthy company that will provide quality services
- Waste Removal - Receptacles must be checked on regular schedule and removed periodically throughout the work day; refrigerators must be cleaned out at each work week’s end and wiped down
Reception Area
- Appearance -This area needs to be in pristine condition at all times; dusting, polishing, mopping and sweeping must be done a very consistent basis
- Organization & Neatness - All furniture should be set up accordingly for optimal visitor comfort and use combined with aesthetic value
General Facilities
Facilities maintenance should be as proactive as possible. Daily walkthroughs and inspections aid in this area. The task of inspections can reduce potential down time and increase employee productivity when applied routinely.
- Facility Upkeep - Procedure of scheduled and routine inspections of facility to ensure a life function, safety and optimal work related atmosphere is established and maintained
- Cleaning - Scheduled maintenance and day-to-day upkeep of facility cleanliness
- HVAC Systems - Vent, grids and diffusers should be dusted and inspected on a consistent basis; building management should provide their own inspection reports of vents and ducts on a regular basis to the tenant
- Painting - Schedule of inner office and common area maintenance in conjunction with routine touch up between schedules
- Repairs - The catch all for all items and dependent on the situation of in house or vendor required assistance
- Floor, Ceiling and Window Treatments - Checked on a daily basis for wear and possible on the spot repair or replacement
- Department Organization and Cleanliness - Each department should make a conscious effort to keep their workspace and department area clean and organized, for safety and aesthetic purposes
- Machinery - All shared business machines and stations should be inspected on a daily basis for operating condition and supply needs
Facility Record Keeping (Database Management)
- Reference Tool - Used to keep records for current needs as well as future decision-making
- Maintenance Tool - Used to categorize and record issues and problems in the event that equipment, furniture or machinery requires replacing; provide a paper trail to substantiate a vendor’s burden to satisfy
Furniture Maintenance
- Upgrade Schedule -To be determined based on Company needs and requirements
- Replace/Repair as Needed - Safety, productivity and aesthetic value are the basic criteria for making this decision
- Styles & Matching - Keeping coordinated and productive furniture in place
- This area must be productive to the employee and Company alike, and presented to set the tone of the Company
Coordination Services
- Human Resources - New employee requirements and existing employee welfare
- Information Technology - Overlap of services and requirements
- Accounts Payable - Invoice approvals, vendor payments and other related issues
- Others, As Required - The catchall for any services deemed to be handled by the Facility Department
Planning and Maintenance of Equipment
Office machinery acquisitions should ideally be matched to the wants and the needs of the Company and should as many capabilities as possible to drive the business. Requirements almost always vary from area and department and need to suit the various needs.
- Machinery Maintenance, Upgrades & Upkeep - In conjunction with inventory control, this area aids in the determination of what equipment is effective, needs upgrading, replacing and or further study of decision
- Inventory Control - Details of all equipment, leased and otherwise
- Placement -Equipment should be strategically placed with regards to setup, functionality and employee access
- Networking Capabilities (When Applicable) - The added value of networking business equipment so that it can be accessed from PC desktops improves productivity coupled with supply cost reductions
Telecommunications
This area of management may or may not fall under the Facilities Department scope of operations. In several hierarchy plans, the Information Technology Department may hold jurisdiction in this area and primarily from a service and installation standpoint with the Facilities Department handing the administrative functions.
- PBX System - Installation and setup of telephones, extensions, voice mail and pass codes
- Related Vendors - Long distance, equipment and wiring coordination
- Invoice, Billing and Access Coding Scrutiny - Assures that phone services are not being abused
Misc. Office Services
- File Services - Temporary or permanent onsite file maintenance for future use
- Offsite Storage - Permanent storage with retrieval, return and destroy abilities
- Document Shredding - Services defined on the ability to either perform this service in house with an industrial size document shredder or to have a vendor perform this service; budget, personnel and business requirements play roles in the decision
Construction, Space Planning and Moves
Facilities & Expansion Layout
- Build Outs - Construction type projects that require outside services and vendors
- Reconfigurations - Workstation, office and furniture realignments; in most situations this is the ideal time frame to repaint, carpet and perform a general housecleaning
- New Areas - Negotiating and obtaining additional office space; first right of refusal clauses when applicable; defining responsibilities and where they fall in regards to all aspects of facility with new space
- Building Space Allocation Coordination - Space planning and office assignments with regards to company standards and requirements
- Misc. Projects - The catch all for all other facility projects that have not yet been discussed or assigned
Internal Moves
- Controls & Processing Work Orders - Project management and planning schedules required to relocate department(s); usually working closely with IT personnel to ensure seamless transitioning
- Follow Up on Projects - Routine inspection through management and employee feedback to ensure the project has been completed as planned in a timely fashion, with minimum business interruption
- Project Size - Determines if the project can be handled internally or if a moving company or additional assistance is required
Company Standards
This policy is based on stature and position held within the Company. Each employee is given standard workplace set up based on their role in the Company with regards to office/workstation size and location, furniture selection and business machine requirement. This procedure aids in the design and implementation of new space and simple moves alike. This may or may not apply to some companies.
Facilities Help Desk
A typical help desk has many/several functions. It provides the users a single point of contact, to receive help on various facility and office issues. The help desk typically manages its requests via help desk software, such as an issue tracking system that allows the team to track user requests with a unique number. There are many software applications to support the help desk function.
In order to be able tie in with several of these services, the implementation of a PC driven help desk is a very service oriented and cost effective solution. In its purest form it can be a simple email communication platform. However, if the need it is warranted, a complete detailed system can be installed.
This environment can be quite useful to the end user as well as the Facilities Department. It gives the requestor a record of the issue and the online ability to see progress and results of their request. As a facilities management tool, it can be an effective solution to include, but certainly not be limited to: tracking requests, tracking and balancing department workload through management assignment, expediting department employee response time and maintenance record keeping on machinery and facility issues.
Corporate Security
Dependent upon business operation, corporate access control is generally an automated function which is monitored by surveillance systems and dictated by a computer driven system using points of access to either allow or deny users access in specific areas. In cases where security levels are of paramount concern, there are several physical and human aspects of determent and detection.
- Surveillance System - Video driven system that scrutinizes facility and records all predefined activity in conjunction with tape library function for future archive use
- ID/Access Badges - Producing access cards based on predefined employee access level and requirement criteria
- Building/Department Access & Restriction Standards - Design of the security system in accordance with permissions to areas, departments and time restrictions
General Business Continuity and Disaster Recovery Planning - BC/DR
Disaster Recovery is a sub section of a Business Continuity Plan. Generally the initial process in setting up this type of plan is to define a business impact analysis. This will identify the business's most crucial systems and processes and the effect an outage would have on the business. Dependent on how down time effects business as a whole generally plays a great part in how the plan is designed and how much of an investment will be made to restore a system or process. Changing technology trends should always be monitored as the will play a significant role in communication factors.
BC/DR plans need to encompass how employees will communicate, where they will go and how they will keep doing their jobs. The details can vary greatly, depending on the size and scope of a company and the way it does business. The core of the business determines what direction and primary focus the plan will need to implement and follow. The Facilities Department primary focus is to support the remaining services departments such as IT, Human Resources, Security and Telecommunications, which in turn support the business operating cores.
The critical point is that this plan must encompass all of the support departments as a complete plan. Business Continuity and Disaster Recovery is about constant communication and support.
Support department leaders should work together to determine what kind of plan is necessary and which systems and business units are most crucial to the company. Together, they should decide which people are responsible for declaring a disruptive event and mitigating its effects. Most importantly, the plan should establish a process for locating and communicating with employees after such an event. The plan will also need to take into account that many of those employees will have more pressing concerns than getting back to work.
A key component in designing and maintaining a BC/DR plan is the complete understanding of the full array of assets, people, systems, and processes that make business run is the key to success. All of these factors must be implemented in the plan.
Basic Set up for Disaster Recover
- Offsite Location - Site to be used for business operations during a situation where the primary facility is unusable or unsafe
- Offsite Security Implementation –-Preventative measures taken to protect site at all times, even when not in use
- Telecommunications – Method of remote set up where communications are linked to satellite sites, customers, employees
- Mirrored Services - Primarily IT services that provide employees with up to the minute back up information, software , hardware and files
- Testing and Practice - Procedure where employees and management are able to test DR site through a series of simulated situations
- DR Leadership - Determines if a situation is classified as a disaster and that action should be taken
- Facilities Department Role - Seamlessly reproduce basic services that include mail, supply, printing and coordination services
Basic Grounds Management
Contrary to popular belief, the Reception Area of a company is not the first thing a perspective client, vendor or employee sees when visiting a facility. The building itself is the initial view. Like the interior facility, this area needs to be inspected very consistently. In conjunction with aesthetic aspects, a safe and secure building exterior is critical.
General Landscaping
- Appearance - Maintenance of turf/grass surfaces, shrubbery and tree design scope that include mowing, edging, manicuring, pruning, trimming and cutting
- Seasonal -Turf/grass plans that include fertilization, seeding and weed and insect control, plant and shrub installation, seasonal clean up
- Displays and Design - Company specific criteria as to how the design should look
Parking & Walkway Facility Criteria
- Pavement / Asphalt Management and Maintenance - Area should be free of holes, cracks, loose pavement or asphalt and any deformities; should be routinely inspected for litter debris
- Proper Line Striping - Lines should be painted annually and all handicapped spaces should have markings and physical signs assigned
- Seal Coating - Preventative maintenance procedure to extend the life of a high traffic paved surface
- Sweeping and Vacuuming - Collection and removal of debris that collect over a period time, facility should be routinely inspected for litter debris
- Sidewalk & Curb Inspection - Area should be free of holes, cracks loose cement and any deformities; should be routinely inspected for litter debris
- Proper Lighting - Well lighted, open facility that is view able from all sides and from the building it services, during night and off times employees should walk in groups
Basic Winter Conditions Requirements
- Snow and Ice Maintenance/Removal from parking areas and lots
- Sanding, salting and or deicing all walk ways
- Day after report
Vendors
Ground maintenance vendor selection is a key factor to this area as the lack of attention can cause potential employee down time and create safety issues. Selecting a vendor with the base criteria should be considered:
- Reliability and reputation standards
- Assistance in program design
- State-of-the –art equipment availability
- Trained and experienced personnel
General Safety in the Workplace Philosophies
Safety is always the priority, legality runs a close second
OSHA - Occupational Safety and Health Administration, a federal agency of the United States that regulates workplace safety and health and this organization's guidelines should be followed.
- Managing - Workplace safety and health must be managed properly for the benefit of each employee and employer. Managing workplace safety and health is a tough balancing act which companies should perform on a consistent basis. Workplace safety and health is an issue which must be considered by every type of organization because not protecting employees properly could result in avoidable injuries and lawsuits. Employee protection implement a series of set procedures should be put into place. This is usually a commonly shared responsibility between Facilities and Human Resources and should be reviewed each year so that compliance is relatively seamless.
- Employee Involvement - Employees should be encouraged to be part of the process. This most commonly comes about through team work and committees and focuses on ensuring the working environment is a safe and health place. Committee volunteers can be given incentives for partaking in these operations.
- Committee Meetings Responsibilities - Facilities and Human Resources normally spearhead the meetings. However, the employees that are on these committees should be responsible for input and carrying out action plans that consist of placing safety posters, educating co-workers, equipment purchases and OSHA rules and regulations updates.
- Returns - Good health and safety practices can improve an organization's prominence with various stakeholders. The company's perception and standing with customers, the local community and employees can be enhanced by having positive safety and health policies and programs in place. Other positive returns include lower insurance costs, less potential for legal costs, reduced absenteeism and increased employee retention.
- Facilities Department Involvement - Part of the daily routine has safety in the workplace built into it. This includes checking several things regularly. Cleanliness and organization curtails many potential safety hazards that include but are not limited to clear walkway paths, well maintained floor surfaces, equipment maintenance and upkeep, regular work area inspection. Lighting and air quality controls should be addressed regularly. Each area of the workplace has its own potential hazards which are one of the key reasons the facilities department conducts regular scheduled walkthroughs.
- Green - Going "Green" includes more than just reducing, reusing and recycling materials. Incorporating green ideas into the workplace can significantly reduce overhead costs and a company's environmental impact, while improving health and safety. Choosing environmentally-friendly furniture, paint and carpeting can help reduce the presence of volatile organic compounds. Green lighting will make the workplace safer; compact fluorescent lights last longer than incandescent lights, while consuming less energy. Compact fluorescent lights, for example, reduce the chance of a light blowing out. Some cleaners are more harmful to the environment than others. Biodegradable soaps and cleaners that are used by custodians assist in going Green. Many suppliers, such as Simple Green provide a variety of green industrial-strength cleaners. Purchasing in bulk will reduce shipping and packaging waste.
- Record Keeping - Records of all safety and health issues should be maintained and addressed. Employee concerns should be addressed quickly and completely resolved and recorded.
Purchasing Services
Purchasing & Leasing System & Basic Procedures
- Corporate Facility Leasing - Analyzing and negotiating terms that are favorable to the company but are also fair and reasonable
- Defining Corporate Purchasing Needs - Examining and determining company needs and in what quantities they are required
- Obtaining Best Prices - Using bargaining tools and leverage to receive the best cost and services for all items purchased
- Purchase Order System, Invoice Management & Approval - The procedures that assures all required items are purchased, received paid for and delivered to the requisitioning parties
- Department/ Signatory Approvals - Assuring that purchases made are required and signed off on properly
- Purchasing in Bulk vs. Small Order - Using this procedure to quantity purchase at discounted pricing items that are used frequently or to just in time purchase small quantities that are used on a lower scale; this is also dependent on in house storage ability as well as vendor storing options
- Profit Purchasing - Making purchases that are either used to benefit the Company’s bottom line or to use such purchases to create items that cost less to provide through in house services
- Lease vs. Buy vs. Rent - Making decisions upon what avenue to pursue for cost savings and tax benefits to the Company bottom line; mostly used for larger type business machines that use consumables
- Office Supplies - Dependent upon use, negotiation is based on generic items which when purchased, offer the best value for the cost
- Mailing Supplies - One time consumable items used for shipping and or receiving; usually purchased in bulk for optimal savings and inventory availability
- Business Cards & Letterhead - Using reputable printing houses and buying in larger lots most often realize the greatest savings, primarily because dummies (blanks) are mass produced at a quantity discount
- Develop & Maintain Vendor Relationships - The key to superior purchasing is using the proper vendor for the proper job and understanding that the relationship between companies is critical on both sides
- Supervise Outside Vendor Services - From infancy to completion, whether project or maintenance scheduled, close supervision is critical to ensure procedures and guidelines are followed and maintained
- All other Related Purchasing - Follows the above philosophies and conformed to the situation at hand and revised company needs and standards
Planning
- Creating purchasing projects and tasks
- Providing related and relevant information/reporting
- Assigning purchasing tasks to employees
- Setting task priorities, start/finish dates etc.
- Assigning supervisors
- Setting reminders
- Control and evaluation
Tracking & Reporting
- Checking task's status and/or history of changes
- Receiving status notifications
- Sorting, grouping or filtering tasks by current status
- Highlighting overdue tasks
- Comparing actual and estimated values
- Calculating purchasing task and project statistics
- Sorting, grouping or filtering tasks by attributes
Purchasing Vendor Management
- Vendor Selection - Reputation based on knowledge, ability, service, cost and willingness of attitude
- Vendor Retention - Understanding that vendors will respond, appreciate business and react quicker to deadline needs more efficiently when transactions are completed successfully from both side of business
- Vendor Support Services - The ability to have vendors stand behind and support their services and promises
- Bid Policy - All vendors should be subject to the presentation of their products and services with regards to pricing and customer services; this should be reviewed on a quarterly basis
- Leverage Purchasing Power - All attempts will be made to institute this procedure with vendors so that buying power can be increased and used in the best/most cost effective manner
Budgeting Implementations
Responsibility & Objectives
- Design - Taking department needs and costs and defining a cost effective, realistic budget
- Implementation - Putting the budget into place with realistic and attainable goals
- Adherence - Maintaining cost effectiveness of budget by continually reviewing
- Make vs. Purchase - Determination that items can be created in-house at better overall cost; this takes into consideration the variables of production timetables, manpower hours, cost of materials and product run loss
- Budget/Cost vs. Productivity Return - Realization that in certain situations when the budget will not or cannot be adhered to; may be compensated for in the Company’s overall gain in lieu of budget diversion
- Reporting - Providing detail and support that that justifies budgeting line items
Analysis Procedure Process
Analyze Current Procedures & Systems
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Technology Standpoints
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