Myeda, NE; (2013) Enhancing the Facilities Management (FM) service delivery in Malaysia: The development of Performance Measurement Framework (PERFM). Doctoral thesis , UCL (University College London).

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Abstract

Facilities management (FM) is a practice that contributes added value to organisations. An optimum FM service delivery can be achieved by giving more emphasis to the performance measurement (PM) aspect. The significant functions of PM in maximising the efficient productivity of organisations’ service delivery have been acknowledged and proven globally. However, there is still a gap in the scope of PM in FM, especially in Malaysia, whereby its concept is still not as well- developed as it is in other industries. There is also a lack of an appropriate set of performance measures that can be used by FM practitioners in the industry. The literature review for this research has also shown that FM industry in Malaysia is still immature and in need of a step forward to be as competitive as other FM industries globally. This has driven this research to endeavour to discover and comprehend the effective key PM elements in measuring FM service performance. This research aimed to develop a framework that proposes appropriate FM performance measures that can be used by organisations in Malaysia. The qualitative methodology approach from the pilot study survey, case studies and interviews has shown significant findings on three levels of analysis. First, there is a gap in the literature about the FM industry in Malaysia, and a greater understanding of the FM service delivery needs to be further addressed and developed. Second, by using a comparison study, this research has demonstrated that the PM designs in the UK are comprehensive, detailed and customer-driven, whereas PM designs in Malaysia are simple and supplier driven, but not objective-oriented. Third, findings from the interviews, which aimed to evaluate the proposed framework, have demonstrated that the developed performance measurement framework (PERFM) in this research embeds positive qualities of an effective PM framework and is suitable to be implemented in FM practice in Malaysia. From the findings of this research, it is strongly anticipated that PERFM would enable the FM practitioners to better understand the FM service scopes and the performance specifications and targets that should be achieved within their capacities. PERFM is also expected to offer values and benefits and serve as a platform in bringing up the FM industry to a whole new level.

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