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Identification, classification and shortlisting of performance indicators for hospital facilities management

Joseph Lai (Department of Building Services Engineering, The Hong Kong Polytechnic University, Kowloon, Hong Kong)
P.L. Yuen (Institute of Healthcare Engineering and Estate Management (Hong Kong Branch), Hong Kong, Hong Kong)

Facilities

ISSN: 0263-2772

Article publication date: 13 May 2020

Issue publication date: 23 January 2021

657

Abstract

Purpose

This paper aims to report on a study that aims to establish a list of systematically classified key performance indicators (KPIs) that are useful for hospital facilities management (FM).

Design/methodology/approach

A review of literature was conducted to identify indicators that are applicable to hospital FM. Each indicator was classified using a phase–hierarchy (P-H) model, which is a two-dimensional matrix comprising three phases (input, process and output) of facilities services delivery and three hierarchical FM levels (operational, tactical and strategic). The classified indicators were further shortlisted via a focus group study.

Findings

From the literature review, 61 indicators were identified as applicable to hospital FM. Most of the indicators, according to the P-H model, are for evaluating the FM input or output phase, at the strategic or tactical level. Further refinement and shortlisting of the indicators by the focus group experts resulted in 18 KPIs, which fall into 4 aspects: “physical”, “safety”, “environmental” and “financial”.

Research limitations/implications

The study illustrates that the P-H model is useful for classifying the performance indicators systematically along the two fundamental FM dimensions – phase and hierarchy. Further research may use this model to classify performance indicators in other contexts.

Practical implications

The method of this study can be adapted for use in identifying, classifying and shortlisting FM performance indicators for other types of buildings. The shortlisted KPIs can be used for assessing the FM performance of hospitals.

Originality/value

To the best of the authors’ knowledge, this study is the first of its kind that used the P-H model to classify hospital FM performance indicators.

Keywords

Acknowledgements

The study described in this paper was supported by a grant from the Research Grants Council of the Hong Kong Special Administrative Region, China (Project No. PolyU 152155/17E).

Citation

Lai, J. and Yuen, P.L. (2021), "Identification, classification and shortlisting of performance indicators for hospital facilities management", Facilities, Vol. 39 No. 1/2, pp. 4-18. https://doi.org/10.1108/F-08-2019-0092

Publisher

:

Emerald Publishing Limited

Copyright © 2020, Emerald Publishing Limited

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