Exploitation of knowledge mapping benefits in the facilities performance evaluation process: A conceptual framework

Previous studies in various fields have identified numbers of knowledge mapping tools and techniques that are widely used. Knowledge mapping tools and techniques assist with information and knowledge flow throughout an organization. However, for a knowledge map to be useful it must serve the purpose for which it is intended. This imposes some constrains upon which map forms are suitable and for what purpose. In the same vein, facilities performance practices is developing and evolving with change in technology, business needs and users’ expectation. Hence, the evaluation of facilities performance is arguably moving from a “primitive” financial perspective to a broader view such as users’ (customer) satisfaction, environmental and sustainability perspectives. This paper identifies various task in evaluating facilities performance, and explores the potential of knowledge mapping tools and techniques that might be of benefit to facilities management organizations. Most of what is put forward in this paper is based on an going research project as part of a PhD programme. The discussions are therefore grounded on a thorough review of literature accomplished as part of the research project. In addition, a conceptual framework for the exploitation of benefits of knowledge mapping in various stages of performance evaluation is presented and discussed. The paper concludes that facilities management organizations, by and large, are of the view that knowledge mapping is important and some have initiated and implemented tools and techniques of knowledge mapping in evaluating facilities performance. The study also revealed that the main benefits of knowledge mapping in evaluating facilities performance are: improvements in decision making process, problems identification and problem solving by providing quick access to critical information, knowledge gaps and island of expertise.