Assessing The Maintenance Aspect of Facilities Management through a Performance Measurement System: A Malaysian Case Study

Abstract Facilities Management (FM) is a resource management that combines people, property and process management expertise to provide vital services in support of the organisation. The effectiveness of FM service delivery to the end users is highly depending on the FM performance itself. Performance Measurement (PM) is seen as a vital tool to assess the level of performance of FM by analysing feedbacks from the end users. This study proposes a Performance Measurement System (PMS) for the enhancement of FM specifically focusing on the maintenance delivery aspect. The PMS, which encompasses three important aspects of maintenance namely Functional, Technical and Image, developed with respective PM dimensions and tested in five chosen office buildings in Malaysia. This study also suggests a positive correlation between the performance of maintenance management and the maintenance management system applied.

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