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This chapter provides a brief overview of community sanctions in Australia and examines the extent to which McNeill’s analysis in Pervasive Punishment (2019) is applicable in the Australian context. Two key issues in the Australian context are, firstly, state and territory-level variations within a federal political structure, and secondly, disproportionate Indigenous imprisonment and community sanction rates and the generally destructive impact of the criminal legal system on Indigenous communities and peoples. The chapter argues that developing a better agonistic politics around community sanctions requires descending from the broad level of historical and sociological analysis to examine state and territory-level variations in judicial and correctional structures, histories and cultures. Further, that Australian community sanctions cannot be understood without a primary focus on the differences between Indigenous and non-Indigenous rates, experiences and meaning. The key to addressing the destructive impact of criminal legal processes and practices on Indigenous peoples lies in developing Indigenous governance, empowerment, self-determination, sovereignty and nation-building. Two recent developments promoting Indigenous governance are examined: the Uluru Statement from the Heart and Justice Reinvestment projects initiated by First Nations communities, highlighting the importance of activism, contest and struggle by community organisations.

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.

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.

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.

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.

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.

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).

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.

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.

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.

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.

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.

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.

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.

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.

This study aims to establish a rigorous model that can pragmatically evaluate the facilities management (FM) performance of hospitals.

Among the applicable performance indicators that were identified from extant literature, a focus group study shortlisted ten key performance indicators (KPIs) in four categories (safety, physical, financial and environmental) and verified their practicality. Using the analytic network process (ANP) method to process the focus group’s responses yielded importance weightings for the KPIs and developed the intended evaluation model. This model was then validated by a case study.

From the empirical data collected, two types of FM performance data and two scenarios of KPI scores were identified. To process these data and scores, a robust calculation method was devised and then proved useful in obtaining an overall score for holistic hospital FM performance. The case study confirmed the appropriateness and validity of the model developed.

Through illustrating how the ANP method could be applied to develop an FM performance evaluation model, the study contributes knowledge to the multi-criteria decision-making domain. Despite the geographical limitation of the model established (i.e. centered around a group of hospitals investigated in Hong Kong), the study can serve as a reference for developing performance evaluation models for other buildings or infrastructures globally.

The model constitutes a practical tool for evaluating the FM performance of hospitals. Using this model on a regular basis will enable performance benchmarking and hence, continuous improvement of FM services.

The ANP model established is the first of its kind tailored for evaluation of hospital FM performance.

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.

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.

Through an extensive literature review, this paper researches the application of customer performance measurement in FM through a strategic management context.

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.

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.

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.

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.