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Article

Daniel Amos, Zairul Nisham Musa and Cheong Peng Au-Yong

The purpose of this paper is to present a comprehensive review of facilities management (FM) performance measurement (PM) research within the past two decades to…

Abstract

Purpose

The purpose of this paper is to present a comprehensive review of facilities management (FM) performance measurement (PM) research within the past two decades to understand existing gaps in FM PM literature.

Design/methodology/approach

The paper employs a systematic approach to review papers in FM PM published from 1997 to 2017. The articles published in selected peer-reviewed international journals in the last 20 years were collected by conducting literature search in the Web of Science and Scopus databases. The content of the papers were scrutinized to understand the gap in literature.

Findings

The review depicts a slow pace of FM PM research characterized by diverse and fragmented performance measures, whereas the existing PM frameworks are at the nascent stage.

Research limitations/implications

The judgments of the paper are based on the 54 papers selected for the critical review and analysis that should be treated as key issues in FM PM research agenda. The review also excludes energy management.

Originality/value

The paper identifies the gaps in the current PM literature in FM and set propositions for future research which is of utility and relevance to FM researchers more especially on the existing conceptual frameworks. To the best of the authors’ knowledge, this paper is the first attempt to conduct a review on FM PM in the extant literature.

Details

Property Management, vol. 37 no. 4
Type: Research Article
ISSN: 0263-7472

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Article

Oladotun Ayoade, Vian Ahmed and David Baldry

This paper aims to assess financial interoperability implications associated with first-time buyers (FTB) in housing development and the role of the community land trust…

Abstract

Purpose

This paper aims to assess financial interoperability implications associated with first-time buyers (FTB) in housing development and the role of the community land trust shared equity housing model (CLT SEHM).

Design/methodology/approach

The interoperability optimisation process adopted by this study involved triangulated findings from the literature, semi-structured interviews and questionnaire surveys. The text analysis of interview responses was actualised with Nvivo 9.0. This process informed the validation of themes through a questionnaire survey (purposive sampling), of which findings were subsequently analysed with statistical methods including binary logistic regression to validate interoperability rational and implications.

Findings

The study identified positive financial interoperability outcomes for a successful synergy between the CLT SEHM and FTBs. From the analysis, there were sustainable results for average income multiple and property transfer/resale value for the CLT SEHM compared to conventional models. However, for the most at risk FTB groups, recommendations included increased concessions for CLT SEHM developments to incentivise bespoke rent purchase hybrid schemes.

Originality/value

This research provided a good starting point for achieving an improved level of efficiency necessary for the introduction of emerging/renewed alternative housing models into mainstream operational capabilities in housing and local development policies.

Details

International Journal of Housing Markets and Analysis, vol. 12 no. 4
Type: Research Article
ISSN: 1753-8270

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Article

J.J. Chilton and D. Baldry

Identifies and describes issues associated with implementing integrated workplacestrategies into commercial office facilities. In particular, recognizes some of the…

Abstract

Identifies and describes issues associated with implementing integrated workplace strategies into commercial office facilities. In particular, recognizes some of the effects of such implementations, which are not always fully anticipated or considered by those who are initiators of such changes. Examines the current workplace environment to identify those factors which are promoting the redesign of specific workplaces and the expectations of users of such places. Describes a study of the implementation of an integrated strategy into the workplace of an international energy company, including a post‐occupancy evaluation which exposes the degree of satisfaction expressed by users to a range of performance characteristics of the revised workplace, in particular those which have a direct impact on business performance. Concludes by confirming the critical issues associated with workplace design which arise from the study and highlights those which justify investigation and research.

Details

Facilities, vol. 15 no. 7/8
Type: Research Article
ISSN: 0263-2772

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Article

Matthew Tucker and Michael Pitt

The purpose of this paper is to investigate the application of a customer performance measurement system (CPMS) to demonstrate how facilities management (FM) organisations…

Abstract

Purpose

The purpose of this paper is to investigate the application of a customer performance measurement system (CPMS) to demonstrate how facilities management (FM) organisations can enhance their existing processes for measuring the customer satisfaction of their service provision.

Design/methodology/approach

Customer performance measurement in FM is the process of capturing, measuring, and improving the satisfaction of FM customers. A generic CPMS was developed that FM organisations can adopt to improve their existing service provision. The CPMS was developed using a mixed methods approach was adopted. An instrumental case study was used to test the CPMS. The case study represented what was deemed as a typical FM organisation in the UK. The effectiveness of the CPMS application was first validated internally by the instrumental case study. A series of collective case studies were then used to validate the CPMS externally, by testing a series of other FM companies in the UK to provide further understanding of the potential application of the CPMS.

Findings

The findings suggest that by adopting a strategic model that incorporates a balance of quantitative and qualitative methods to gain customer satisfaction of FM service provision, can enhance an FM organisation's existing processes of gaining customer satisfaction.

Originality/value

Although there are many studies researching performance measurement in FM, there is a lack of knowledge on the application of customer performance measurement. This paper contends that there is a need to develop a mixed methods system that is not limited to gaining quantitative findings of customer satisfaction, but also gains wider qualitative findings that investigate customer expectations and perceptions of FM service provision. Generic customer satisfaction benchmarks in the UK FM industry were also established, and formed a crucial component of the CPMS.

Details

Journal of Corporate Real Estate, vol. 12 no. 4
Type: Research Article
ISSN: 1463-001X

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Article

Matthew Tucker and Michael Pitt

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…

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.

Details

International Journal of Productivity and Performance Management, vol. 58 no. 5
Type: Research Article
ISSN: 1741-0401

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Article

Mohammed Kishk, Robert Pollock, Jummai Atta and Laurie Power

Property performance assessment has become increasingly important in property management because of the emergence of a number of trends as issues of concern of property…

Abstract

Property performance assessment has become increasingly important in property management because of the emergence of a number of trends as issues of concern of property owners and occupiers. There are, however, many problems facing the consideration of performance measurement. Perhaps the main obstacle is the lack of a structured process for property performance measurement. The prime objective of the research work that underpins this paper therefore is to address this gap by the development of a structured model for property performance measurement. This involved three main steps. First, basic characteristics of an effective performance assessment in property managements are identified and the framework for a generic model is outlined. Next, key processes of performance measurement and property management tasks are identified. Then, these processes are set out into steps for better understanding and applicability of the model to actual property management practices. Some unique features of the model include consideration of clients and tenants requirements, integration of the functions of property management in the model and the inclusion of two property and resource databases to aid storage and retrieval of information. Besides, it is the first step in developing a dedicated computer tool for property performance assessment.

Details

Journal of Financial Management of Property and Construction, vol. 10 no. 3
Type: Research Article
ISSN: 1366-4387

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Article

Dilanthi Amaratunga and David Baldry

In order for a facilities management (FM) organisation to make effective use of the results of performance measurement it must be able to make the transition from…

Abstract

In order for a facilities management (FM) organisation to make effective use of the results of performance measurement it must be able to make the transition from measurement to management. It must also be able to anticipate needed changes in the strategic direction of the organisation and have a methodology in place for effecting strategic change. Successful accomplishment of these two tasks represents the foundation of good performance management. This paper explores baselines for moving from performance measurement to performance management and provides a discussion of how the FM performance assessment can be used to manage the FM function effectively.

Details

Facilities, vol. 20 no. 5/6
Type: Research Article
ISSN: 0263-2772

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Article

Ka Leung Lok and David Baldry

The purpose of this paper is to address the structure of the category on client-provider outsourcing relationship in relation to facilities management (FM). The paper aims…

Abstract

Purpose

The purpose of this paper is to address the structure of the category on client-provider outsourcing relationship in relation to facilities management (FM). The paper aims to rank different outsourcing relationship types according to importance with respect to the four critical FM drivers including co-ordination, quality, competence and adequacy.

Design/methodology/approach

The survey design and measures operationalising the constructs allow the use of the analytic hierarchy process (AHP), a technique that tests FM outsourcing in a contingent approach such as a decision processing model. In the questionnaire surveys, a series of structured questions is designed. FM experts used the AHP methodology to analyse the FM outsourcing relationship types.

Findings

The model of the FM outsourcing strategies presented in the paper shows four main FM drivers at FM practice through the priority ratios of outsourcing relationship dimensions for different FM outsourcing contracts as derived by the AHP discussed by clients’ and service providers’ points of views. The result of a survey from the Hong Kong’s higher education industry reveals that the FM service providers can understand the needs of the clients in FM outsourcing contracts, including building maintenance, cleaning and catering. Hence, the service providers’ expected outsourcing performance will be good in these contracts. However, FM service providers do not understand the needs of FM clients in the FM outsourcing security contracts. Thus, the service providers’ expected outsourcing performance in such contracts will be poor. To improve the outsourcing relationships between the FM stakeholders, service providers must understand their clients’ needs to develop appropriate outsourcing strategies.

Originality/value

Understanding on the demand and supply of FM outsourcing services is now crucial for effective FM on outsourcing relationships between clients and service providers in higher education sector. The examination of current and prediction of future outsourcing relationships between the stakeholders to match the FM services significantly influence FM outsourcing success. This paper provides an intriguing insight into how the demand and supply of FM services can be successfully and strategically implemented into the FM outsourcing relationship in Hong Kong’s universities and tertiary institutions.

Details

Journal of Facilities Management, vol. 14 no. 3
Type: Research Article
ISSN: 1472-5967

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Article

Herman B. Kok, Mark P. Mobach and Onno S.W.F. Omta

The purpose of this paper is to define the added value of facility management (FM) in general and to develop a typology of facility services based on their added value in…

Abstract

Purpose

The purpose of this paper is to define the added value of facility management (FM) in general and to develop a typology of facility services based on their added value in the educational environment.

Design/methodology/approach

This paper is based on a literature review and first assesses the different aspects of FM added value. The different variables and relations between the use of facility services and their effects on the educational achievement are then conceptualised and studied.

Findings

Research shows that FM added value is the customer perceived trade‐off between the effects of the use of facility services on the outcome of their processes, its costs and risks. On this basis, a typology of facility services was constructed around their level of fixity and their influence on the learning outcome.

Practical implications

The typology strongly indicates for FM when to engage in the decision‐making process relating to the educational environment in order to contribute to education. Also the typology is useful for deriving priorities for adjusting the current use situation of facility services to enhance their effectiveness in both a time and financially efficient manner.

Originality/value

This paper operationalises the concept of FM added value and provides several hypotheses and firm recommendations for further research to maximise the contribution of FM. The paper also presents a practical framework for evidenced‐based decision making on the use of facility services in the educational environment. It thus offers opportunities for FM to support the future learning landscape.

Details

Journal of Facilities Management, vol. 9 no. 4
Type: Research Article
ISSN: 1472-5967

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Article

Dilanthi Amaratunga and David Baldry

In the general facilities management literature, it is assumed that there is a causal link between facilities management practices and performance. The role of facilities…

Abstract

In the general facilities management literature, it is assumed that there is a causal link between facilities management practices and performance. The role of facilities management in facilitating organisational performance, and thereby in providing competitive advantage, is widely acknowledged. However, the mechanisms of how this happens in higher educational establishments are quite unclear, prompting performance evaluation researchers to question whether performance evaluation in fact does add value, and enhance organisational performance. Assessment of performance of buildings of institutions delivering higher educational services has become a matter of particular interest to governments seeking to increase the effectiveness of educational provision and maximise value for money. This paper presents initial findings of the characteristics of important aspects of a performance evaluation approach related to higher education properties, and discusses the development of a framework based on the balanced scorecard to measure performance relating to higher education establishments.

Details

Facilities, vol. 18 no. 7/8
Type: Research Article
ISSN: 0263-2772

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