Performance indicators for facilities operation and maintenance (Part 2) : shortlisting through a focus group study

Abstract

Purpose: This paper (Part 2 of 2) aims to shortlist performance indicators which are used in evaluating facilities operation and maintenance (O&M) in commercial buildings. Design/methodology/approach: A three-session focus group meeting, with the use of a customized questionnaire and audio recording, was convened to solicit opinions from O&M experts. Their quantitative responses (ratings on the importance of the indicators) and the qualitative ones (reasons for having the indicators selected or excluded) were taken for analysis, followed by mapping the shortlisted indicators based on the phase-hierarchy (P-H) model for facilities management (FM). Findings: From a total of 74 performance indicators (71 identified from the literature and three added by the focus group), 17 indicators were shortlisted, and time constraint was the most common reason for having those indicators excluded from the shortlist. Mapping the shortlisted indicators with the P-H model revealed that the performance evaluation focus of the experts was at the tactical level, on the output phase of facilities services delivery. Research implications: The shortlisted indicators serve as a keystone for establishing a performance evaluation scheme for engineering facilities in commercial buildings. Research on other areas may follow the approach of this study to shortlist key performance indicators (KPIs). Practical implications: Professionals of the other building types (e.g. residential, industrial and healthcare) or sectors with diverse FM organizations may conduct a similar study to identify indicators for performance evaluation purposes. In particular, the process of shortlisting the O&M KPIs may be used to shortlist KPIs for the other FM services. Originality/value: The focus group study demonstrates how to rigorously select KPIs for use in managing facilities.