A framework for facilities management supply chain performance evaluation: case study of hotel buildings
ISSN: 0263-2772
Article publication date: 23 December 2021
Issue publication date: 12 January 2022
Abstract
Purpose
The performance of the facilities management supply chain (FMSC) in the hotel sector is challenged by the diverse nature of parties involved, their relationships and the flows of services and products. Although performance measurement systems have been endorsed by researchers worldwide as a mechanism to evaluate and improve performance, there seems lack of mechanisms to evaluate the FMSC performance in hotels. Hence, this paper aims to develop a framework that would enable to evaluate FMSC performance in hotels.
Design/methodology/approach
A case study strategy was used, where 3 five-star hotels in Sri Lanka were studied for the purpose. The data was collected through semi-structured interviews conducted with 21 professionals involved in FMSC and through document reviews. A content analysis was performed and the framework was developed. This was validated with 3 subject matter experts in the field.
Findings
The study findings revealed that the FMSC process is different from manufacturing and service supply chain (SC) processes as it comprises both product and service elements and incorporates internal, as well as external customers. The developed FMSC process comprises seven sub-processes as follows: delivery of products, delivery of services, sourcing, make/fulfil, delivery of FM services and products, receipt of FM services and receipt of products by customers. Based on the derived FMSC process and the key activities, 38 key performance indicators were developed and used in the framework to evaluate the performance of FMSC.
Originality/value
The developed performance evaluation framework is expected to facilitate performance measurement of the SC and enhance its performance. Further, it would enhance cooperation among FMSC partners and assist in achieving FMSC excellence.
Keywords
Acknowledgements
The authors would like to acknowledge the support received from the Senate Research Committee of the University of Moratuwa, Sri Lanka under the Grant SRC/LT/2018/27.
Citation
Abdeen, F.N., Sandanayake, Y.G. and Ramachandra, T. (2022), "A framework for facilities management supply chain performance evaluation: case study of hotel buildings", Facilities, Vol. 40 No. 3/4, pp. 248-267. https://doi.org/10.1108/F-12-2020-0125
Publisher
:Emerald Publishing Limited
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