Developing new technology in facilities management through knowledge roles

Facilities management (FM) is a complex discipline involving diverse areas with various responsibilities in maintaining a building. The paper explores how knowledge impacts on the development of technology in this discipline and the role of knowledge in shaping the outcome of the technology. The paper uses service innovation theory to understand the development of technology. The study described in this paper is based on a two-year case study in an in-house FM department at a financial institution. The department is examining a ubiquitous technology in the form of Radio Frequency Identification (RFID) for security and workspace management. Ethnography methods were used in gathering data as the researcher formed part of the team who were introducing RFID. Critical Discourse Analysis (CDA) was used to explore how the technology was developed in two recorded workshops in the FM department. The research identified three knowledge roles: Intrapreneurial knowledge, Actors knowledge and Higher management knowledge. All knowledge roles are necessary in making the technology a relevant application within FM and within the organisation. The findings indicate that actors are necessary in developing how the technology should be used within their area; higher management knowledge is important in ensuring that the technology fits the overall strategy of the organisation and intrapreneurial knowledge was central for combining the knowledge from each role and applying it to the technology. This paper will advise facilities managers on how to organise technology development within the discipline. The study also had some implications on the innovativeness of FM.