Performance measurement in the service business: the facilities management function

The nature of performance measurement has changed over the past few decades. Generally performance measurement indicates successful management in the fulfilment of organisation goals. In service businesses measuring customer satisfaction and service quality has become an industry standard and as FM is becomes more widely recognised as a component in the business value chain and corporate strategic objectives, the adoption of performance indicators that relate directly to the core business driver is key to success. This paper examines the state of knowledge of performance measurement in a facilities management context, expounds and reveals the role that performance measurement plays in the overall efficiency of the FM service function in relation to service business operation. The paper suggests that a fully developed performance measurement solution can deliver as a business tool whilst acting as a driver in the innovation process of service organisation.

[1]  C. McLaughlin,et al.  Measuring Productivity in Services , 1990 .

[2]  T. Mudrak,et al.  Innovation process and innovativeness of facility management organizations , 2005 .

[3]  Steven M. Hronec,et al.  Vital Signs: Using Quality, Time, and Cost Performance Measurements to Chart Your Company's Future , 1993 .

[4]  Marjan Sarshar,et al.  Assessment of facilities management performance – what next? , 2000 .

[5]  Barry Varcoe,et al.  Facilities performance measurement , 1996 .

[6]  Bram Wauters,et al.  The added value of facilities management: benchmarking work processes , 2005 .

[7]  F. Akhlaghi.  How to approach process benchmarking in facilities management: catering services in the UK National Health Service , 1997 .

[8]  John Hinks,et al.  The creation of a management‐by‐variance tool for facilities management performance assessment , 1999 .

[9]  Rodney McAdam,et al.  A critique of benchmarking and performance measurement: Lead or lag? , 2004 .

[10]  R. Johnston,et al.  Performance Measurement in Service Businesses , 1992 .

[11]  하헌국,et al.  Service Management -Operations Strategy, and Information Technology- A. Fitzsimmons & Mona J. Fitzsimmons 지음 McGraw-Hill Inc, 2001 , 2002 .

[12]  Mary Jo Bitner,et al.  Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice , 1994 .

[13]  R. Kaplan,et al.  Transforming the Balanced Scorecard from Performance Measurement to Strategic Management: Part II , 2001 .

[14]  James A. Fitzsimmons,et al.  Service Management: Operations, Strategy, and Information Technology , 1997 .

[15]  John D. Gilleard,et al.  Benchmarking facility management: applying analytic hierarchy process , 2004 .

[16]  Joseph Sarkis,et al.  BENCHMARKING FOR AGILITY , 2001 .

[17]  Megan Walters,et al.  Performance measurement systems ‐ a case study of customer satisfaction , 1999 .

[18]  Bernard Williams,et al.  Cost‐effective facilities management: a practical approach , 1996 .

[19]  Pradip Kumar Ray,et al.  Productivity measurement through multi-criteria decision making , 1990 .

[20]  Mohamed Zairi,et al.  Benchmarking: The Best Tool for Measuring Competitiveness , 1994 .

[21]  Russell Kenley,et al.  A service delivery approach to measuring facility performance in local government , 2002 .

[22]  John Bessant,et al.  Managing Innovation: Integrating Technological, Market, and Organizational Change, 2nd Edition , 2001 .

[23]  Alan Wilson,et al.  The use of performance information in the management of service delivery , 2000 .

[24]  Barry Varcoe,et al.  Implications for facility management of the changing business climate , 2000 .

[25]  John Hinks,et al.  Identifying priority issues in facilities management benchmarking , 2000 .

[26]  T. Mudrak,et al.  Assessing the innovative ability of FM teams: a review , 2004 .

[27]  Robert C. Camp,et al.  Benchmarking: The Search for Industry Best Practices That Lead to Superior Performance , 1989 .

[28]  S. Eilon,et al.  Productivity measurement: A brief survey , 1973 .

[29]  Bill Buckler,et al.  Practical steps towards a learning organisation: applying academic knowledge to improvement and innovation in business processes , 1998 .

[30]  David Tranfield,et al.  Performance measures: relating facilities to business indicators , 1995 .

[31]  David Walters,et al.  Developing and implementing value‐based strategy , 1997 .

[32]  Keith Alexander,et al.  A Strategy for Facilities Management , 1994 .

[33]  Abby Ghobadian,et al.  Performance Measurement in Local Government – Concept and Practice , 1994 .

[34]  Edward Finch,et al.  Benchmarking methodologies applied to UK facilities management , 1998 .

[35]  David Kincaid.  A starting‐point for measuring physical performance , 1994 .

[36]  David Baldry,et al.  A conceptual framework to measure facilities management performance , 2003 .

[37]  Juett R. Cooper,et al.  The evolutionary process of secondary innovation , 1997, Innovation in Technology Management. The Key to Global Leadership. PICMET '97.

[38]  Martin Loosemore,et al.  Customer‐focused benchmarking for facilities management , 2001 .

[39]  James R. Evans,et al.  The management and control of quality , 1989 .