Development of a performance measurement model for facilities management industry in the UAE
Mawed, Mahmoud Mohamad
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Facilities management (FM) is a service delivery based industry that contributes added value to organisations. Like other industries, FM organisations are under a constant pressure from shareholders to reduce cost, increase productivity and enhance customer experience. Many frameworks, models and tools have been developed to address the recent advancements in performance measurement (PM). Nevertheless; there is still a gap in the scope of PM in FM, especially in the United Arab Emirates (UAE), where there is a lack of an appropriate set of performance measures to be used by FM practitioners. This research aimed to develop a comprehensive model that proposes appropriate FM performance measures which can be used by FM organisations in UAE. This was achieved by conducting a literature review to investigate current issues in performance measurement and management and analyse the gaps in the UAE market through semi structured interviews; then theoretically develop the PM model that can enhance performance management within the FM industry by leveraging on the literature review and case studies findings. This model was modified based on a facilities management experts’ focus group workshop conducted, then a questionnaire survey was used to explore the opinion of a wider sector of FM Sector to further confirm and adjust the proposed model. Factor analysis with SPSS statistical software was used to help in the data analysis. The last stage was to evaluate and validate the model using Confirmatory Factor Analysis (CFA) with the help of AMOS software, and expert’s feedbacks through a questionnaire. From the findings of this research, it is strongly anticipated that the performance model proposed would enable the FM practitioners, on one hand, to better understand the FM service scopes and the performance specifications and targets that should be achieved within their capacities and the academicians, on the other hand, to introduce a FM tailored PM model and open up new possibilities for academic research, and emphasise an indepth understanding of performance measures and criteria that need to be highlighted in the literature. The PM model presented at the end of this study is ought to assist FM services to evaluate their performance level, in addition to enhance their services requirements in order to well supply their users.