Performance Measurement

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Performance measurement in facilities management: driving innovation?
Michael Pitt and Matthew Tucker
School of the Built Environment, Liverpool John Moores University, Liverpool, UK
Abstract
Purpose – This paper aims to examine the state of knowledge of performance measurement in facilities management, in particular regarding the concepts underlying benchmarking in relation to its ability to drive innovation in the industry. Design/methodology/approach – An evaluation of the key issues surrounding performance measurement and the effective application of benchmarking systems are examined, exploring the possibility of applying a benchmarking technique to measure facilities performance. Findings – The paper suggests that a fully developed performance measurement solution via effective benchmarking can deliver as a business tool in facilities management (FM), whilst acting as a driver in the innovation process. Practical implications – With the nature of performance measurement having changed over the past few decades, the paper acts as a catalyst to how performance measurement systems and techniques operate within FM and stimulate innovation. Originality/value – By adopting the notion of innovation to performance measurement, the paper highlights new areas of thought to facilities management and how performance measurement is strategically applied to the industry. Keywords Performance measures, Benchmarking, Facilities, Innovation Paper type Research paper

Performance measurement in FM 241
Received October 2005 Revised August 2007 Accepted May 2008

Introduction Performance measurement is an area to which companies have paid much attention recently. Performance is regarded as a major competitive issue (Tranfield and Akhaghi, 1995). In facilities management (FM), there is a wide range of choices in measuring FM performance, reflecting the varied

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