Sapri, M and Pitt, M (2005) Performance measurement in facilities management; state of knowledge. In: Khosrowshahi, F (ed.) Proceedings of 21st Annual ARCOM Conference, 7-9 September 2005, London, UK.
Abstract
The nature of performance measurement has changed over the past few decades. In FM the tendency to benchmark to industrial averages has led to stagnation and a reduction in the adoption of innovative practices. This paper examines the state of knowledge of performance measurement in a facilities management context. The concepts underlying current performance measurement are examined in relation to their ability to drive the innovation process in industry. The paper examines internal and external benchmarking systems and their strengths and weaknesses. Exploring the possibility of applying a benchmarking technique in service performance measurement will be highlight. The paper suggests that a fully developed performance measurement solution can deliver as a business tool whilst acting as a driver in the innovation process.
| Item Type: | Conference Paper (Paper) |
|---|---|
| Uncontrolled Keywords: | performance measurement; facilities management; innovation; service performance |
| Index terms: | performance measurement, facilities management, benchmarking |
| Subjects: | performance measurement, management |
| Topics: | Business Strategy, Quality Management |
| Descriptive scope: | 2 PC |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here