Keywords
Citation
(2002), "A new approach to performance measurement for facilities management services", Facilities, Vol. 20 No. 3/4. https://doi.org/10.1108/f.2002.06920cab.010
Publisher
:Emerald Group Publishing Limited
Copyright © 2002, MCB UP Limited
A new approach to performance measurement for facilities management services
A new approach to performance measurement for facilities management servicesKeywords: Facilities managers, Performancemeasurement, Surveys
Facilities managers and FM companies can now access a new way of measuring the performance of contractors and in-house teams.
Optimise Research is an independent consultancy specialising in providing customer research services directly to facilities managers. They offer a range of pre-formatted surveys covering areas such as:
- •
mailroom;
- •
reception;
- •
catering and vending; and
- •
cleaning and maintenance.
Employees at site level (the customers) are asked to complete questionnaires (on paper, or on-line) about the quality of these services, and give suggestions for improvement. Optimise then provide a detailed report of the findings, comparing site level results with their national database.
Surveys are very economical, costing around £2 per employee for organisations with 500 staff, reducing considerably for larger sites.
Optimise stress the independence of their research approach: "The facilities manager can have total confidence in the process, since we are not promoting the services of any FM consultancy or service provider" says Miles Couchman, managing director of Optimise Research.
In addition to generally monitoring quality and value of service providers, the research results can be used to plan improvements to facilities, and to gather valuable intelligence in preparation for a re-tendering process.
Further details can be seen on the company's Web site at: www.go-optimise.com or by contacting: Miles Couchman, Managing Director, Optimise Research, The Courtyard, High Street, Hampton Hill, Middlesex, TW12 1PD, UK. Tel: +44 (0)20 8943 1441 or +44 (0)7976 255306; Fax: +44 (0)20 8943 3347.