Customer performance measurement in facilities management: A strategic approach
International Journal of Productivity and Performance Management
ISSN: 1741-0401
Article publication date: 19 June 2009
Abstract
Purpose
A lack of effective and accessible customer performance measurement research is evident within the facilities management (FM) industry. The purpose of this paper is to enhance the level of performance measurement sophistication by developing the strategic application to measure customer satisfaction in FM.
Design/methodology/approach
Through an extensive literature review, this paper researches the application of customer performance measurement in FM through a strategic management context.
Findings
The development of a customer performance measurement system (CPMS) for FM is introduced. The CPMS consists of four stages, combining quantitative benchmarking techniques with qualitative analysis in order to produce strategic objectives for business process improvement.
Research limitations/implications
The CPMS framework is currently being tested. This paper should firstly be interpreted as an introduction to the theory and process behind the CPMS, whilst secondly in providing an update on the preliminary research findings from stage 1.
Originality/value
The level of sophistication of customer performance research within FM is limited. This paper aims to increase the accessibility and applicability of strategic customer performance measurement in FM to both FM customers and providers.
Keywords
Citation
Tucker, M. and Pitt, M. (2009), "Customer performance measurement in facilities management: A strategic approach", International Journal of Productivity and Performance Management, Vol. 58 No. 5, pp. 407-422. https://doi.org/10.1108/17410400910965698
Publisher
:Emerald Group Publishing Limited
Copyright © 2009, Emerald Group Publishing Limited