Improving service delivery in FM: case study of a UK hospital facilities directorate

Abstract

PurposeThe purpose of this paper is to describe a case study of SPICE FM implementation in the Facilities Directorate of a major UK hospital. SPICE FM is a process improvement framework for FM organisations, which was developed through university research in the UK. SPICE FM identified strengths and weaknesses of the facilities operation and provides specific guidelines for organisational improvements.Design/methodology/approachThe study was limited to four areas of operations, namely: catering; estates; domestics and portering. A brief organisational strategy is developed, through document review, semi‐structured interviews and a small workshop. A vertical section of staff in the Facilities Directorate participated in the case study to determine the operational capabilities of the organisation. The staff ranged from Director of Facilities to line employees. The managers partook in semi‐structured interviews, while the employees participated in workshops.FindingsThe case study highlights some of the operational deficiencies in the organisation, such as health and safety management, and risk management. It identifies specifically how these processes can be improved, and which improvements are effectively linked to strategy.Research limitations/implicationsThe paper only focuses on level 2 of the SPICE FM framework. Level 3 has not been researched yet. Also the SPICE FM approach must be linked to other major organisational development tools, such as EFQM, IIP and ISO.Practical implicationsA very useful approach in linking strategy with operational process improvements.Originality/valueThis case study puts the SPICE FM organisational learning framework in context. Previous papers have not reported on any major case studies, in order to demonstrates how the framework can be implemented.