Customer‐focused benchmarking for facilities management

Martin Loosemore · Ying-Shao Hsin

107 citations0/0 files storedFacilities

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Facilities and Workplace Management Accounting and Organizational Management Real estate and construction management

Abstract

Documents a research project which investigated the use of benchmarking in managing facilities. The research focused on a variety of sectors including health, education, hotels, defence and government enterprises. Depicts a fragmented facilities management profession that has an introspective, crude and unimaginative approach to measuring facilities performance. This arises from a poor understanding of the relationship between facilities and the core business objectives of the organisations that use them. Concludes that one of the biggest challenges for the profession is to develop a generic methodology to better understand this relationship. Without this, facilities managers will continue to perform a controlling rather managing function and to experience problems in demonstrating the commercial value of their role.

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References

1989Benchmarking: the search for industry best practices that lead to superior performance 1996Facilities Management: Theory and Practice 1996Futurecare : new directions in planning health and care environments

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2015Perception of Maintenance Management Strategy on Healthcare Facilities 2014KPIs for facility's performance assessment, Part I: identification and categorization of core indicators 2011The added value of facility management in the educational environment 2014KPIs for facility's performance assessment, Part II: identification of variables and deriving expressions for core indicators 2013The quality and value of higher education facilities: a comparative study 2019A review of facilities management performance measurement 2007A review and classification of academic research in facilities management 2017Developing a performance evaluation scheme for engineering facilities in commercial buildings: state-of-the-art review

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