Purpose -The added value of corporate real estate and facilities management has gained a lot of attention during the past years. However, the actual value creation has received less attention. In this paper the aim is to increase the understanding of value creation in real estate business and reflect the current approach against lean theory. Design/methodology/approach -Due to the descriptive nature of the research, a FM case of energy management service was selected to illustrate the value creation. Findings -The value creation process and the underlying practices illustrate how the value is currently created for the end-customer in the case. The results indicate that the service process is not built around the value creation, but for example to control the work of others or to follow the service contract. The service process is also interrupted for several reasons such as poor resource allocation, overload of work, and lack of knowledge to maintain information. To overcome the challenges, more attention should be aimed on value creation and its improvement. Research limitations -More case studies applying the same research context as used in this paper should be conducted to increase the validity of the results. Practical implications -The techniques, methods and elements of value creation theory can be used by organisations in real estate business to gain better understanding on their own value creation processes. Originality/value -This paper offers a first insight into the value creation theories of lean in real estate business.Key words: lean theory, value creation, end-customer value, case study
INTRODUCTIONIt has been widely discussed that in real estate sector the shift from bricks and mortars to an end-customerdriven mindset is going on. The focus is no longer just on cost minimisation and real estate operations but on supporting end-customer functions and users. However, it is still relatively unknown how the value is actually created for the end-customer in real estate business (Roulac et al. 2006). On one part, the added value theories in corporate real estate management and in facilities management have successfully pinpointed the added value of real estate for organisations core business (e.g. Lindholm 2008; AppelMeulenbroek & Feijts 2007; Jensen 2010). However, these theories do not explain how the value is delivered or how the actual value creation process should be constructed. In general, the theories show the input and the output but do not explain what happens between them. Roulac et al. (2006) have gone a bit further and identified the value creators and value destroyers in real estate development projects. However, the understanding of value creation should be more deeply in order to reach effective management of value. The importance of the end-customers' needs, requirements, and preferences is undoubtedly recognised but the value creation is still established with an old-fashioned approach. The traditional unit-process description with input-output thinking does not provide good ...