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The purpose of this paper is to provide an overview of research and development in the measurement of maintenance performance. It considers the problems of various measuring parameters and comments on the lack of structure in and references for the measurement of maintenance performance. The main focus is to determine how value can be created for organizations by measuring maintenance performance, examining such maintenance strategies as condition‐based maintenance, reliability‐centred maintenance, e‐maintenance, etc. In other words, the objectives are to find frameworks or models that can be used to evaluate different maintenance strategies and determine the value of these frameworks for an organization.

A state‐of‐the‐art literature review has been carried out to answer the following two research questions. First, what approaches and techniques are used for maintenance performance measurement (MPM) and which MPM techniques are optimal for evaluating maintenance strategies? Second, in general, how can MPM create value for organizations and, more specifically, which system of measurement is best for which maintenance strategy?

The body of knowledge on maintenance performance is both quantitatively and qualitatively based. Quantitative approaches include economic and technical ratios, value‐based and balanced scorecards, system audits, composite formulations, and statistical and partial maintenance productivity indices. Qualitative approaches include human factors, amongst other aspects. Qualitatively based approaches are adopted because of the inherent limitations of effectively measuring a complex function such as maintenance through quantitative models. Maintenance decision makers often come to the best conclusion using heuristics, backed up by qualitative assessment, supported by quantitative measures. Both maintenance performance perspectives are included in this overview.

A comprehensive review of maintenance performance metrics is offered, aiming to give, in a condensed form, an extensive introduction to MPM and a presentation of the state of the art in this field.

Nowadays, maintenance companies form networks, where multiple organizations and actors can deliver value to the customers. Current literature does not take into account how the value created by the entire network can be measured. The purpose of this paper is to address this research gap by identifying how the value created by the maintenance network as well as the participating individual organization can be measured simultaneously.

The research has been carried out using the qualitative research approach. The findings of the study are based on literature search as well as research processes carried out in two maintenance service networks.

The study presents a framework and propositions on how to measure network value in maintenance services. According to the results, the network value can be measured from the following five perspectives: financial capital, i.e., savings or growth; end customer capital such as the end customer satisfaction and recommending customers; network capital, i.e., know-how development and learning; sustainable capital such as business continuity and environmental safety; and relationship capital, such as reputation and new contacts.

Despite the increasing amount of literature on performance measurement in networks, theory is still lacking that reflects the complexity and dynamism when value is delivered to customers through maintenance networks. Significant novelty of the research is based on combining network, service, and value perspectives in performance measurement.

The purpose of this paper is to identify the key aspects of performance measurement for maintenance management of office buildings, in order to enhance maintenance service delivery.

A mixed method was adopted with the selection of five buildings as the case studies. In total, 1,230 questionnaires were distributed to the end‐users of the buildings.

This paper proposes a performance measurement system that is proved to be practical and suitable to measure the effectiveness of maintenance service delivery of office buildings.

Future research could focus on developing a performance measurement system from a strategic approach.

The proposed performance measurement system is anticipated to facilitate the evaluation process for maintenance providers, as it has taken into account the key elements of a maintenance management system.

The outcomes of this research are significant in their own right but also serve as a platform for future research in this area.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

The purpose of this paper is to present a case study on the use of performance-based contracting in the outsourcing of a reliability-centered maintenance program of a Gulf oil refinery.

A case study method is used whereby data are collected through semi-structured interviews, informal discussions with executives from the participant companies, in addition to official documents and secondary materials.

The case analysis reveals the use of a risk–reward payment scheme and key performance indicators (KPIs) deployed to support the management of the outsourced maintenance function. The financial incentive scheme was clearly designed to motivate the outsourcing contractor to achieve more financial benefits when meeting a defined set of KPIs while also delivering operating cost savings and other qualitative benefits to the outsourcing company. Managing the outsourced function also involved the use of routine budgetary control systems, in addition to other informal control mechanisms such as trust, knowledge sharing, mutual understanding and co-operation between the two collaborative partners.

The evidence presented in the case description and analysis may assist in increasing the understanding of how outsourcing relationships in maintenance business are managed and evaluated. The case findings may also provide the opportunity for further research investigating the use of performance measurement systems and incentive-based schemes in a variety of maintenance contracts.

The case study presents new empirical evidence on the use of performance risk–reward payment schemes in the management of an outsourcing relationship. Findings reported in the study will add to the existing literature on maintenance performance measurement and management practices in outsourcing relationships.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

The intended function of performance measurement is to support the effective management of an organisation and the improvement of organisational performance. However, how performance measurement should be used operationally to support the achievement of improved performance is not self-evident. The purpose of this paper is to examine the operational use of performance measurement in practice and to describe how different use practices contribute to improved performance.

The authors conducted an exploratory single case study in a maintenance process. Data were collected using a mixed methods approach that encompassed qualitative meetings and interviews (identification of usage practices) followed by a quantitative survey (elaboration of usage practices and their performance effects).

Three usage practices are relevant: Inspect and Improve, Motivate, and Decision Making. Improved performance is best achieved through motivational and supportive improvement use. Furthermore, performance measurement systems must be designed properly to establish their use.

Being based on a single-case study, the identified usage practices may be limited to field service organisations or other organisations with similar organisational structures. The findings suggest opportunities for further research linking operational performance measurement system use and the body of knowledge on the design and purpose of performance measurement in maintenance processes.

A performance measurement system can be used as a motivational improvement tool in operational level leadership. Upper level management must support its use by designing an understandable and applicable system.

This paper identifies specific usage practices that contribute to improved performance, thereby providing a more detailed view than the usage categories found in the extant literature. The focus is on operational, rather than strategic, level management.

The building maintenance management becomes more complicated nowadays, with several sourcing strategies springing up for building maintenance work provisions. Various studies demonstrate that the selection factors and performance measurements are both essential aspects in determining and evaluating the sourcing strategy for building maintenance management. Thus, the purpose of this paper is to examine the relationships between the selection factors and performance measurements of sourcing strategy.

The paper targeted to evaluate and analyse the perceptions of the building maintenance practitioners regarding the degree of importance of selection factors and performance measurements. Through quantitative approach, the paper adopted stratified random sampling to distribute the questionnaires to the building maintenance practitioners operating in both private and government high-rise office buildings in Kuala Lumpur.

The findings highlighted the quality factors as the most important selection group factors; meantime, the ability to fulfil client’s need and requirement as well as the ability to deliver the service with reasonable reliability and predictability are identically important performance measurements. There is a significant relationship between the selection factors and performance measurement of sourcing strategy.

This paper provides an impetus research which uncovered the sourcing practices in the industry and guided the sourcing process in determining the appropriate sourcing strategy.