performance measurement

  • A Process View of Facilities Management

    Process model (high-level) of FM

    Owners and their managers need to pay as much attention to the definition and optimisation of their FM process as they do to their core business processes. Experience of current practice suggests the situation to be otherwise, with an underdeveloped appreciation of process-thinking leading to a reduction in the effectiveness and efficiency of FM service provision. The implications of these shortcomings are highlighted in a number of areas critical to success, namely stakeholders, outsourcing and performance measurement.

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