Facilities Management Service Delivery Research Articles

Smart tools to facilitate digitalisation of facilities management service delivery: stakeholders’ perspectives

PurposeFacilities management (FM) activities affect citizens’ health and safety, long-term urban environmental sustainability and the relationships between the built and natural environments of cities. This study aims to comprehend the status of smart FM tools application, how they are used to improve the delivery of FM services and the barriers to their implementation.Design/methodology/approachTo investigate the current smart solutions that leverage the quality of FM service, a case study based on the FM practice in Hong Kong was carried out. The case study was conducted in two phases of data acquisition based on a qualitative research methodology. After conducting in-depth interviews to determine the application of smart FM tools in different types of properties and to identify the initiatives and barriers to smart FM tool application, three workshops were conducted to validate the findings and further investigate the influence of FM professionals on smart FM tools application in Hong Kong.FindingsThe findings of the case study revealed, firstly, that four types of smart FM tools – user-centric, safety and hygiene, maintenance and sustainability-oriented – are used to assist the delivery of FM services. Secondly, smart FM tools are shown to be useful in assisting FM activities. Thirdly, the existing barriers to smart FM tool application manifest differently in shopping malls, office buildings and residential buildings. Fourthly, smart FM tools are used to address the four attributes of user needs: comfort, health and wellbeing, convenience and information to occupants.Originality/valueThe value of this study lies in its focus on the industry level (FM industry) and the application process of smart FM tools in different types of property, revealing the benefits, initiatives and barriers to their future application. This study provides a comprehensive picture of the current status and elaborates the barriers to smart FM tool application, which will help FM practitioners to make strategic decisions on selecting and developing smart FM tools. Also, this study will facilitate smart FM tool application policy development.

Effect of Facilities Performance and Quality on User’s Satisfaction with Facilities Provided in Industrial Training Fund Building Maitama, Abuja

The study investigated user satisfaction and performance of facilities management service delivery in private high-rise buildings using the industrial training fund (ITF) house Maitama, Abuja, as a study area. Survey research was carried out through the use of a questionnaire instrument. Three hundred fifty questionnaires were administered to users, of which 304 were retrieved. The simple random sampling technique was adopted for the study, while data obtained from the field were analysed using statistical packages for social. The study found that only pest control services, security facilities (e.g. CCTV), parking facilities, and fire extinguishers were rated well by the respondents in the study area. Results also indicate that users were delighted with leisure facilities (e.g. seating bench), refuse disposal facilities, intercom system and TV reception, and recreational facilities and were satisfied too with fire alarms. Users are happy with the pest control systems in the ITF building, security facilities, parking, fire extinguishers, electricity supply systems, water supply systems and air conditioning. Further findings show that facilities performance explains 78.9% of the variance in user satisfaction which is highly significant (Sig. = .000) as indicated by the F-value of 394.4. Furthermore, standardised Beta coefficients indicate that quality has the most significant beta coefficient of 0.826, thus making the most substantial contribution in explaining user satisfaction which means facilities' performance and quality have a positive and significant effect on user satisfaction. The study concluded that ITF building Maitama, Abuja facilities are performing satisfactorily. This suggests that the building owners and operators must put substantial provisions in place to perform satisfactorily. Finally, the study recommended that owners and management of high-rise buildings must recognise the need to improve the effectiveness of Facilities service to make the buildings more functional and comfortable for users.

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

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.

Outsourcing as an Approach for Facilities Management Service Delivery in Social Housing Within A Semi-Arid Climate

Outsourcing is an approach for facilities management (FM) service delivery through external service providers but has however remained relatively unexplored. The purpose of this study is to explore its use as a relevant approach for FM service delivery in social housing within a semi-arid climate. Using a cross-sectional questionnaire survey, ninety (90) questionnaires were administered; and a total of 49 (54%) were retrieved. Data collected were analyzed descriptively and inferentially using frequency and percentages, mean index, and standard deviations with Stata 11.0 statistical tool. Pearson’s chi-square test and mean ranking were performed to determine the relationship between respondents’ demography and FM sourcing approach. Findings among others reveal that, out of the four types of FM sourcing approaches (In-house, outsourcing, public-private partnership, and total facilities management), outsourcing has been most appropriate and beneficial due to cost reduction, accessibility to skills, expertise, and ideas, making cost transparent, reducing depreciation and obsolescence, and accessibility to new products in order of benefits. In conclusion, the study emphasizes the development of FM strategies and the adoption of outsourcing for FM service delivery in social housing within a semi-arid climate. Therefore, the paper recommends IFMA and other FM professionals launch advocacy on the potentialities of adopting outsourcing for FM service delivery in social housing and the housing sector in general.

Performance measurement of facilities management services in Ghana’s public hospitals

ABSTRACTThe purpose of this paper is to explore and measure the performance of Facilities Management (FM) services in Ghana’s public hospitals. Given that poor FM practices can significantly hinder the delivery of hospitals’ core services, measuring FM performance is a key step towards ensuring optimal service delivery, and an essential tool for effective implementation of FM strategy. The research employs an exploratory sequential mixed methods approach encompassing interviews in multiple cases at the exploratory stage and questionnaire surveys to confirm performance scales through the use of Partial Least Squares Structural Equation Modelling (PLS-SEM). The results indicate that the quality of FM service delivery, finance, learning and growth, as well as internal business operations indicators, exhibit significant influence on the performance of FM. The research also found that internal business strategic measures should be improved. The developed structural model could assist healthcare managers in determining critical performance dimensions, and also serve as a motivational tool for acknowledging FM’s role in healthcare delivery.

Defining the Current Practice of Facilities Management Service Delivery in Klang Valley (KV) Shopping Centres

The study on facilities management (FM) service delivery, especially in shopping centres, covered Klang Valley area rarely found in previous literature. This paper is imperative in helping the facilities management industry to understand more about the perceptions of the shopping centres, industry and their requirements towards FM services in shopping centres in order to deliver quality, innovative, cost effective and best in value services. Questionnaire survey is used as the tool to collect the primer data. Data collected includes the types of FM services, current FM service provision, the criticality of FM service towards overall business operation. The sample size for this survey is 108 shopping centre, which was chosen randomly among all shopping centres within the Klang Valley areas. The findings from this research showed that there are 11 types of FM services currently being practiced in Klang Valley (KV) shopping centres. The most critical FM services are determined according to each size of the shopping centre. It is confirmed that the shopping centres in Klang Valley deliver the FM services using both provisions that include in-house and outsourcing. However, the majority of Klang Valley shopping centre management is still favored in-house FM service delivery as compared to outsourcing.

The relation between innovation sources and ICT roles in facility management organizations

Purpose – The purpose of this paper is to present research findings on the relation between internal/external sources of innovation and information and communication technology (ICT) as a supporter/enabler of facilities management (FM) organizations, as well as on the strategic orientation towards open innovation of FM organizations. Design/methodology/approach – This study uses a qualitative research approach. The data collection includes qualitative semi-structured interviews with key FM managers and directors and secondary material such as company brochures, reports and information provided on the participating companies’ websites. Findings – The results show that the FM organizations in the study sample are starting to develop and engage in open FM service innovations, even though they still mostly conduct closed innovation activities. The findings show that FM organizations mostly take an ambidextrous strategic orientation towards FM service innovations, while they also embrace an exploration approach. Concerning the role of ICT in FM service innovations, the study shows that in the explorative organizations, ICT was mostly an enabler, while in the ambidextrous organizations, ICT mostly supported and enabled the innovations in question. Only in two innovation instances was ICT identified as having a utility role. Practical implications – The findings of this study challenge researchers and managers to rethink how and why a strategic orientation towards innovation, the sources of innovation and the role of ICT might affect service innovation in FM organizations. One important implication for FM managers and researchers is the importance that the government might have as an external source in fostering FM service innovations, especially in light of changing environmental requirements, such as energy consumption. FM managers should also consider how they could use ICT to improve and innovate FM services and service delivery and the kind of sources (external/internal) they should use to carry out this task. Originality/value – This paper contributes to the empirical and theoretical understanding of the sources of innovation and ICT as a supporter/enabler, as well as the strategic orientation towards innovation in FM organizations.

Facilities Management Service Delivery in Public and Private High Rise Residential Buildings in Nigeria: A case study of Eko Court Complex and Niger Towers

This study assessed and compared the delivery of Facilities Management (FM) services in public and private high rise residential buildings in Lagos, Nigeria. While some facilities or services may not be available in some public estates, the efficiency of the available ones is inadequate in comparison with the adequacy and efficiency of services provided in private estates. The objectives set for the study include identification of services that are provided in the case studies, service delivery method, and an assessment of the residents’ satisfaction of the services. This study adopted questionnaire survey for collection of data. 127 questionnaires were distributed to the residents of the case studies and 93 were returned. Three of which were discarded for incompleteness, thus 90 were analysed. The study found that most but not all of the facilities services expected in high rise buildings are available in the case studies and the services are outsourced under a standard Service Level Agreement. The service delivery in private high rise residential building is better than the public residential high rise buildings as revealed by the study. The study recommends improved standardization of services, customized services and meeting customer’s expectation for improved service delivery.

The Implementation of Performance Measurement System (PMS): Malaysian Facilities Management (FM) Industry

Performance Measurement System (PMS) is an effective performance measurement tool and technique that is being widely implemented in the global industries. Literature has suggested the significant contributions of its implementation in enhancing the strategic service delivery and performance. However, there is little study undertaken to explore the PMS implementation in Facilities Management (FM) industry, particularly focusing on Malaysia. This study explores the PMS practice among FM practitioners and their knowledge in Performance Measurement (PM) generally. Findings from this study also proposed the 20 contributing factors that the FM practitioners believed are the barriers in implementing PMS. This research also suggests the future research opportunities in developing a PMS framework that can be used as guidance for FM service delivery in Malaysia.

Assessing The Maintenance Aspect of Facilities Management through a Performance Measurement System: A Malaysian Case Study

Facilities Management (FM) is a resource management that combines people, property and process management expertise to provide vital services in support of the organisation. The effectiveness of FM service delivery to the end users is highly depending on the FM performance itself. Performance Measurement (PM) is seen as a vital tool to assess the level of performance of FM by analysing feedbacks from the end users. This study proposes a Performance Measurement System (PMS) for the enhancement of FM specifically focusing on the maintenance delivery aspect. The PMS, which encompasses three important aspects of maintenance namely Functional, Technical and Image, developed with respective PM dimensions and tested in five chosen office buildings in Malaysia. This study also suggests a positive correlation between the performance of maintenance management and the maintenance management system applied.

Defining facilities management service delivery in UK shopping centres

High streets are traditionally the main focus of most retailing in the United Kingdom, but shopping centres represent a very important format for shoppers, retailers and investors. Today, shopping centres have become firmly established as an important component of UK retail environment. However, the success of shopping centres depends on how well they are managed and on how well management strategies cope with maintaining a balance between the income generated and the cost incurred in managing these properties. Therefore, when operational costs become an issue, the management tends to change the way in which a centre's infrastructures are managed and services delivered. This is the reason why better solutions are sought from the facilities management (FM) provider market. As FM is a relatively young industry, there is lack of research and studies on FM services in shopping centres. As a result, awareness of the FM market in the retail sector is poor. This research investigates FM service delivery in UK shopping centre.

A critical review on innovation in facilities management service delivery

PurposeThe purpose of this paper is to define facilities management and innovation in generic business contexts and critically discuss the role of innovation in facilities management service delivery.Design/methodology/approachThe research adopts a comprehensive literature review from numerous published sources. All related references were discovered through electronic databases, journals and books.FindingsFM is capable of contributing towards organisational success if it is given the opportunity to exploit new ideas and perform innovative activities that are regularly measured and integrated within the overall business goals or an organisation. To achieve this, it is essential that innovation in FM is given appropriate empowerment and a platform within the boundaries of the organisation's total innovation agenda.Research limitations/implicationsThere are limited literature materials which focused on service innovation particularly in the context of facilities management and its service delivery. Some discussions that are related to multiple contract management are only mentioned but not extensively reviewed in accordance with the scope of the research. One of the constraints is due to the nature of services that are non‐tangible and hard to perceive.Practical implicationsThe study provides in‐depth knowledge on the importance and benefits to an organisation by embracing innovation in facilities management as well as in the delivery of FM services. By tying innovation in FM with the firm's overall innovation agenda, significant improvements are gained through total efficiency in business operations.Originality/valueThe paper provides fresh literature updates on the needs of FM players to embrace innovative ideas and concepts to effectively deliver facility‐related services. The findings indicated here can be used by relevant FM stakeholders to plan and re‐evaluate the role of facilities management functions in their organisations.

An evaluation of customer perception of FM service delivery

Applies service quality theory to facilities management (FM), resulting in a more customer‐orientated approach to FM. Uses a questionnaire as the main source of data collection. Uses factor analysis to establish basic underlying concepts or dimensions. Proposes a “gap” model which makes a comparison between service quality and the level of importance that customers place on each service dimension. The implications are that FM managers can use service dimensions to measure the qualitative elements of FM service provision. Segmentation analysis allows FM managers to determine whether different service levels are required for customer segmentation groups. Allows the concepts and theories that are currently applied in the service quality literature to be applied in an FM context. This moves the debate about FM performance metrics more towards measuring and understanding customer perceptions and ultimately to customer management strategies.