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Performance measurement in the service business: the facilities management function

The nature of performance measurement has changed over the past few decades. Generally performance measurement indicates successful management in the fulfilment of organisation goals. In service businesses measuring customer satisfaction and service quality has become an industry standard and as FM...

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Main Authors: Sapri, Maimunah, Kaka, Amar, Alias, Buang
Format: Article
Language:English
Published: 2005
Subjects:
H Social Sciences (General)
Online Access:http://eprints.utm.my/id/eprint/1139/1/Maimunah.pdf
http://eprints.utm.my/id/eprint/1139/
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spelling my.utm.11392012-01-16T05:37:55Z http://eprints.utm.my/id/eprint/1139/ Performance measurement in the service business: the facilities management function Sapri, Maimunah Kaka, Amar Alias, Buang H Social Sciences (General) The nature of performance measurement has changed over the past few decades. Generally performance measurement indicates successful management in the fulfilment of organisation goals. In service businesses measuring customer satisfaction and service quality has become an industry standard and as FM is becomes more widely recognised as a component in the business value chain and corporate strategic objectives, the adoption of performance indicators that relate directly to the core business driver is key to success. This paper examines the state of knowledge of performance measurement in a facilities management context, expounds and reveals the role that performance measurement plays in the overall efficiency of the FM service function in relation to service business operation. The paper suggests that a fully developed performance measurement solution can deliver as a business tool whilst acting as a driver in the innovation process of service organisation. 2005 Article NonPeerReviewed application/pdf en http://eprints.utm.my/id/eprint/1139/1/Maimunah.pdf Sapri, Maimunah and Kaka, Amar and Alias, Buang (2005) Performance measurement in the service business: the facilities management function. Real Estate Educators and Researchers Association (REER) Seminar 2005 . (Unpublished)
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
language English
topic H Social Sciences (General)
spellingShingle H Social Sciences (General)
Sapri, Maimunah
Kaka, Amar
Alias, Buang
Performance measurement in the service business: the facilities management function
description The nature of performance measurement has changed over the past few decades. Generally performance measurement indicates successful management in the fulfilment of organisation goals. In service businesses measuring customer satisfaction and service quality has become an industry standard and as FM is becomes more widely recognised as a component in the business value chain and corporate strategic objectives, the adoption of performance indicators that relate directly to the core business driver is key to success. This paper examines the state of knowledge of performance measurement in a facilities management context, expounds and reveals the role that performance measurement plays in the overall efficiency of the FM service function in relation to service business operation. The paper suggests that a fully developed performance measurement solution can deliver as a business tool whilst acting as a driver in the innovation process of service organisation.
format Article
author Sapri, Maimunah
Kaka, Amar
Alias, Buang
author_facet Sapri, Maimunah
Kaka, Amar
Alias, Buang
author_sort Sapri, Maimunah
title Performance measurement in the service business: the facilities management function
title_short Performance measurement in the service business: the facilities management function
title_full Performance measurement in the service business: the facilities management function
title_fullStr Performance measurement in the service business: the facilities management function
title_full_unstemmed Performance measurement in the service business: the facilities management function
title_sort performance measurement in the service business: the facilities management function
publishDate 2005
url http://eprints.utm.my/id/eprint/1139/1/Maimunah.pdf
http://eprints.utm.my/id/eprint/1139/
_version_ 1643643264695271424
score 13.211869

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