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Customer performance measurement in facilities management

Author

Listed:
  • Matthew Tucker
  • Michael Pitt

Abstract

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 performance measurement sophistication by developing the strategic application to measure customer satisfaction in FM. Design/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.

Suggested Citation

  • Matthew Tucker & Michael Pitt, 2009. "Customer performance measurement in facilities management," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 58(5), pages 407-422, June.
    • Handle: RePEc:eme:ijppmp:v:58:y:2009:i:5:p:407-422
    DOI: 10.1108/17410400910965698
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    Citations

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    Cited by:

    1. Juhani Ukko & Sanna Pekkola, 2016. "Customer-centered measurement of service operations: a B2B case study," Operations Management Research, Springer, vol. 9(1), pages 11-21, June.
    2. Aki J��skel�inen & Harri Laihonen, 2014. "A strategy framework for performance measurement in the public sector," Public Money & Management, Taylor & Francis Journals, vol. 34(5), pages 355-362, September.
    3. Rebekah Schulz & Andrew Sense & Matthew Pepper, 2021. "Combining Participative Action Research with an Adapted House of Quality Framework for the Stakeholder Development of Performance Indicators in Local Government," Systemic Practice and Action Research, Springer, vol. 34(3), pages 307-330, June.
    4. Isaac Mabhungu & Breggie Van Der Poll, 2017. "A Review of Critical Success Factors Which Drives the Performance of Micro, Small and Medium Enterprises," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(6), pages 151-151, May.

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