Performance indicators for facilities operation and maintenance (Part 2)

Abstract

Purpose This paper (Part 2 of 2) aims to shortlist performance indicators which are used in evaluating facilities operation and maintenance (O&M) in commercial buildings. Design/methodology/approach A three-session focus group meeting, with the use of a customized questionnaire and audio recording, was convened to solicit opinions from O&M experts. Their quantitative responses (ratings on the importance of the indicators) and the qualitative ones (reasons for having the indicators selected or excluded) were taken for analysis, followed by mapping the shortlisted indicators based on the phase-hierarchy (P-H) model for facilities management (FM). Findings From a total of 74 performance indicators (71 identified from the literature and three added by the focus group), 17 indicators were shortlisted, and time constraint was the most common reason for having those indicators excluded from the shortlist. Mapping the shortlisted indicators with the P-H model revealed that the performance evaluation focus of the experts was at the tactical level, on the output phase of facilities services delivery. Research implications The shortlisted indicators serve as a keystone for establishing a performance evaluation scheme for engineering facilities in commercial buildings. Research on other areas may follow the approach of this study to shortlist key performance indicators (KPIs). Practical implications Professionals of the other building types (e.g. residential, industrial and healthcare) or sectors with diverse FM organizations may conduct a similar study to identify indicators for performance evaluation purposes. In particular, the process of shortlisting the O&M KPIs may be used to shortlist KPIs for the other FM services. Originality/value The focus group study demonstrates how to rigorously select KPIs for use in managing facilities.

Developing an Intelligent Framework for Improving the Quality of Service in the Government Organizations in the Kingdom of Saudi Arabia

“…Different types of KPIs were discussed in this study. In [8], authors developed the performance indicators to operate and maintain an enterprise. The presence of a wide variety of analytics tools assists enterprises to organize their departments and employees in a better way.…”

“…Therefore, a demand for KPI which reveals hidden pattern via intelligent and hierarchical analysis of organizational tree structure. KPIs are essential to effective management by identifying underperforming aspects of the business as well as that demand increased resources [8]. It will report events that may signify problems that arise internally within the organization's operations or potential threats resulting from external events may provide management with rich information to improve the organization's strategies [6].…”

“…Both have clients who may be internal or external to the organization-the primary differences between the two lies in their outputs [24]. Typically, operational processes produce goods and services that external customers consume, while administrative procedures generate information and action plans for the internal groups [8]. For this reason, the two are frequently considered independent, unrelated activities, even though they must usually be aligned and mutually supportive if the organization is to function effectively.…”

“…However, without enough monitoring, coordination, and control, as well as periodic interference, even the best processes will not perform effectively. Furthermore, organizational processes were typically aimed at enhancement, although their enabling administrative functions were ignored [8]. Incompatibilities and contradictions occurred because there was no knowledge and preparations required for an efficient operation.…”

Performance evaluation for hospital facility management: literature review and a research methodology

“…Intended to develop a performance evaluation scheme for commercial buildings, a literature review identified over 70 applicable performance indicators (Lai and Man, 2018a). A focus group meeting was then convened, resulting in a shortlist of indicators categorized into five groups: physical, financial, task and equipment related, environmental, and health, safety and legal (Lai and Man, 2018b). A questionnaire survey was made to single out the most important indicators (i.e.…”