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Customer performance measurement in facilities management A strategic approach

机译：设施管理中的客户绩效评估战略方法

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摘要

Purpose - A lack of effective and accessible customer performance measurement research is evident within the facilities management (FM) industry. The purpose of this paper is to enhance the level of perfc mance measurement sophistication by developing the strategic application to measure customer satistaction in FM.rnDesign/methodology/approach - Through an extensive literature review, this paper researches the application of customer performance measurement in FM through a strategic management context. Findings - The development of a customer performance measurement system (CPMS) for FM is introduced. The CPMS consists of four stages, combining quantitative benchmarking techniques with qualitative analysis in order to produce strategic objectives for business process improvement. Research limitations/implications - The CPMS framework is currently being tested. This paper should firstly be interpreted as an introduction to the theory and process behind the CPMS, whilst secondly in providing an update on the preliminary research findings from stage 1. Originality/value - The level of sophistication of customer performance research within FM is limited. This paper aims to increase the accessibility and applicability of strategic customer performance measurement in FM to both FM customers and providers.
机译：目的-在设施管理（FM）行业中，缺乏有效且可访问的客户绩效评估研究很明显。本文的目的是通过开发用于测量FM中客户满意度的战略应用程序来提高性能测量的复杂程度。设计/方法/方法-通过广泛的文献综述，本文研究了客户绩效测量在FM中的应用通过战略管理环境。调查结果-介绍了FM的客户绩效评估系统（CPMS）的开发。 CPMS包含四个阶段，将定量基准技术与定性分析相结合，以制定业务流程改进的战略目标。研究局限性/含义-目前正在测试CPMS框架。首先，应该将本文解释为CPMS背后的理论和过程的介绍，其次，应该提供第一阶段的初步研究结果的最新信息。原创性/价值-FM中客户绩效研究的复杂程度有限。本文旨在提高FM客户和提供商对FM中战略客户绩效评估的可访问性和适用性。

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