Performance measurement in facilities management; state of knowledge

The nature of performance measurement has changed over the past few decades. In FM the tendency to benchmark to industrial averages has led to stagnation and a reduction in the adoption of innovative practices. This paper examines the state of knowledge of performance measurement in a facilities management context. The concepts underlying current performance measurement are examined in relation to their ability to drive the innovation process in industry. The paper examines internal and external benchmarking systems and their strengths and weaknesses. Exploring the possibility of applying a benchmarking technique in service performance measurement will be highlight. The paper suggests that a fully developed performance measurement solution can deliver as a business tool whilst acting as a driver in the innovation process.