Whilst most elements of facility management are regularly measured for purposes of establishing compliance, risk and performance, a universally accepted measurement system or protocol has never existed. Metrics are used widely in facility management for cost, compliance, service quality, standards achieved, customer satisfaction, sustainability, social responsibility, innovation measures to name but a few. Notwithstanding this, there are arguably no common measurement standards that will provide a consistent baseline for measuring facility management services, from where key decisions can be made. Measurement methods in use are often inconsistent and do not offer a fair and reasonable assessment, often being very subjective and leading to agenda driven results and outcomes. This is compounded when measurement outputs are directly or indirectly linked to payment. The main reason for measurement is to check position and inform a process of continuous improvement. In practice, this is rarely achieved in facility management whereby performance measurement models and metrics, otherwise known as Key Performance Indicators (KPIs) are either used in a punitive way to penalize performance and withhold payment or are overly scored so that they serve no benefit whatsoever.
Following 25 years of developing all types of KPI models and structures with client organisations across all sectors and with most FM suppliers, we believe that we have developed the perfect structure and model and it is available to you within the totally unique FM Navigate Performance Management.
‘Everyone uses KPIs but FM lacks a common industry approach’
