This paper reports on the results of a research conducted in 2002 on two owner‐occupied purpose‐built office buildings with similar concerns on how to make the buildings and facilities work for the organisation in its life cycle. The research focused on the two different approaches to demand‐supply‐end user chain from two companies and investigated innovative processes by which client organisations (also owners) consider robust solutions of employee performance and user manageability. Using the case study material, processes by which the owners and designers or facilities managers translate user needs into operational performance requirements were appraised. The project investigated aspects of building‐in‐use, with walk‐through evaluation and workshops to draw out lessons and conclusions for clients, facilities managers and designers.
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