This paper aims to analyse the quality of information and its impact on the facility management (FM) service processes from a lean management perspective. Waste has a key role in lean management when improving productivity. Unfortunately, the potential of waste elimination has not been utilised in FM. Poorly managed information has already been recognised as a source of waste.
The quality of information and related waste activities were studied in a value creation context through four in-depth case studies. The research included 130 interviews and workshops with the case organisations and their customers.
The results confirm that poor quality of information produces a lot of waste activities. In the cross-case analysis, three impacts were found as a result of the poor quality of information in FM service processes: a lot of time is wasted for searching, a great deal of extra work is conducted and potential is lost.
Although the case study approach has its limitations, this study with its extensive data provides findings that are grounded in solid evidence.
By utilising waste elimination and re-engineering value creation processes, FM organisations could improve the quality of information and increase their overall efficiency.
This paper provides a deeper insight into the impacts that poor quality of information generates.
Tuuli Jylhä, thanks Finnish Foundation for Technology Promotion, Doctoral Programme of Aalto University School of Engineering, Confederation of Finnish Construction Industries, KIINKO Real Estate Education and Finnish Association of Geodetic and Land Surveyors for financial support.
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