Performance indicators for facilities operation and maintenance (Part 1) : systematic classification and mapping

Abstract

Purpose: The purpose of this paper (Part 1 of 2) is to classify and map, in a systematic manner and from a facilities management (FM) perspective, the performance indicators that are applicable to evaluating facilities operation and maintenance (O&M) in commercial buildings. Design/methodology/approach: Forming part of a multi-stage research project, the applicable performance indicators that had been identified from an extensive literature review were consolidated and defined. Based on a phase-hierarchy (P-H) model – a fundamental classification framework comprising three phases of facilities services delivery and three hierarchical FM levels – the indicators were systematically classified, and a map showing their distribution along the phase and hierarchy dimensions was obtained. Findings: The P-H model enabled systematic classification of the 71 applicable indicators. Mapping the indicators with the model showed that more indicators concern the input or output phase of facilities services delivery. Indicators at the strategic level, which have a wide span of control, are small in quantity, compared to the large number of indicators at the operational level. Research implications: The P-H model, which proves useful for classifying performance indicators for facilities in commercial buildings, may be applied to similar research on other types of buildings or infrastructures. Practical implications: The method of classifying the performance indicators and the mapping result of the indicators are useful reference for different levels of FM practitioners. Originality/value: This paper illustrates a novel attempt that made use of the P-H model to classify O&M performance indicators.