Wong, Y L P (2007) Facility management benchmarking: Measuring performances using multi-attribute decision tools. PhD thesis, Hong Kong Polytechnic University, Hong Kong.
Abstract
The aim of this research is to develop and demonstrate the applicability of three different decision tools in facility management (FM) benchmarking. The tools are Analytic Hierarchy Process (AHP), Data Envelopment Analysis (DEA) and regression analysis. Within this research, FM is defined as a process of service operations. There is a rich body of literature on performance measurement, FM, benchmarking, and decision tools. However, there is a lack of understanding of how the most useful information and knowledge can be acquired through FM benchmarking with the application of decision tools. Since the early 1990s, research in FM and benchmarking has stressed the importance of objective measurement based on objective and subjective data. This research presents methods which show how the data could be integrated for improvement execution. The performance of FM covers both hard aspects and soft aspects. Analysis of soft data was carried out with AHP and regression analysis. The relationships between various hard data and soft data were examined by DEA. As a process of service operations, FM is interpreted as an input-output system which can be assessed by DEA. As with many service industries, customer satisfaction is an important factor within the input-output system. This explains the need for applying decision tools for FM benchmarking. AHP and regression analysis are identified as appropriate tools to analyze soft data. The theoretical discussions are supported by two case studies. This research shows how the proposed tools can be applied to improve the optimization of resources of FM units and thus improve their competitiveness. This study reveals the inconsistency of the customers' perceptions on FM quality. With reference to the conventional performance-gap analysis by comparison, significant improvements are made to the analysis methodology by introducing the concepts of matching between soft and hard data and correlating AHP and regression results. The major contributions from this research are: (1) Integration of the knowledge of decision tools with that of FM benchmarking. (2) Provision of comprehensive design principles for a FM benchmarking framework. (3) Assistance to facility managers to develop a clear picture of their facility's operation with the proposed decision tools.
| Item Type: | Thesis (Doctoral) |
|---|---|
| Thesis advisor: | Gilleard, J |
| Uncontrolled Keywords: | analytic hierarchy process; benchmarking; case studies; competitiveness; gap analysis; integration; measurement; optimization; regression analysis |
| Index terms: | manager, design principle, methodology, integration, benchmarking, case study, gap analysis, performance measurement, customer satisfaction, competitiveness, regression analysis, data envelopment analysis |
| Subjects: | market analysis, research methods, practitioner, organizational analysis, statistical analysis, performance measurement, service delivery, data analysis and analytics, data collection methods, design methods |
| Topics: | Quality Management, Design Practice, Organizational Design, Research Practice, Roles and Professions, Stakeholder Management |
| Descriptive scope: | 5 PCTEA |
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