Performance measurement models in facility management: a comparative study

The purpose of this paper is to compare the major performance measurement models, hereafter called performance models, and investigate their application in the context of facility management (FM), based on which it aims to identify the effectiveness of these models and recommend the most important performance indicators.

A combination of literature review, expert interview and questionnaire survey is adopted in this study. A literature review and a series of expert interviews help to identify the performance models spread in general and applied to FM in particular. Based on the literature review and expert interviews, a questionnaire survey is carried out in the UK and Ireland to investigate the application of performance models in FM practice.

The review of relevant literature shows that in recent years various models have been developed to measure and improve the performance of organisations. The application of such models within FM organisations is evaluated in this study. It is found that key performance indicators (KPI), the Balanced Scorecard (BSC), and the Business Excellence Model (BEM) are more widely accepted and more effective than others. This is similar to the findings by a previous construction study. FM organisations benefit from effective performance measurement. When measuring performance, it is important for them to select the appropriate models and indicators.

The existing studies contribute to the establishment of various performance models and the introduction of their concepts into the FM discipline. However, whether the application of these models in reality is effective or not needs to be justified. This research aims at analysing the real effect of existing models in the FM sector. Comparison is made between FM and construction. It helps to identify the major benefits from performance measurement for FM organisations. It provides FM practitioners with an insight into the appropriate use of performance models and indicators.