Adopting quality management (QM) principles in managing facilities management service delivery

Abstract

PurposeThis paper aims to assess the quality management (QM) principles in facilities management (FM) service delivery for office buildings. This is to create a quality culture that will enhance the performance of FM service delivery towards meeting the users' requirements and needs.Design/methodology/approachThis study adopts a quantitative methodology via a questionnaire survey for the data collection. In total, 24.41% of respondents from the registered FM companies in Malaysia attended the survey. SPSS 27.0 was used to interpret the collected data, which were then reviewed through descriptive and inferential analysis.FindingsThe study signifies that customer focus, leadership, improvement, evidence-based decision-making and relationship management indicate positive connections with FM service delivery in ensuring a cost-effective working process and meeting both user requirements and legal and regulatory corporate compliance. There are 18 elements of strategic, people and structural barriers that may hinder the implementation of QM in the FM service delivery. Correspondingly, the five main key enablers suggested being teamwork and participation, leadership, continuous improvement, process management and resources and competency development-based enablers.Research limitations/implicationsThe study was conducted during the pandemic crisis with limited access and response from participants. However, this in-depth study was still able to synthesize the imperative QM practice in FM among FM practitioners in Malaysia.Originality/valueThis study provides insight into the implementation of QM principles to cultivate a quality culture that will enhance the performance and productivity in FM service delivery specifically for office buildings in Malaysia. Prior to this study, there was a lack of research pertaining to these two themes: QM and FM.