Key performance indicators for measuring performance of facilities management services in hotel buildings: a study from Sri Lanka

Facilities ◽  
2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Miyami Dasandara ◽  
Piumi Dissanayake ◽  
Devsayura Jude Fernando
Keyword(s):  
Sri Lanka ◽  
Performance Indicators ◽  
Key Performance Indicators ◽  
Study Data ◽  
Facilities Management ◽  
Sri Lankan ◽  
Expert Interviews ◽  
Expert Survey ◽  
Content Type ◽  
Mixed Approach

Purpose The concept of facilities management (FM) has been acknowledged as a novel avenue brought in to ensure productivity and customer satisfaction in the Sri Lankan hotel industry. Accordingly, performance measurement (PM) has become a crucial entity, where key performance indicators (KPIs) have become the most important instruments of PM in determining how well these FM services are performing. Unfortunately, nowadays, the service quality of hotel buildings has significantly retreated due to the absence of a proper PM system with relevant KPIs. Thus, the purpose of this study was to identify relevant KPIs to measure the performance of the FM services in Sri Lankan hotel buildings. Design/methodology/approach A mixed approach was used to conduct this study. Data were gathered through expert interviews and an expert survey. The expert interviews were conducted to identify the relevancy of KPIs that are discovered through literature review to the Sri Lankan context, and the expert survey was conducted to identify their level of importance. Collected data were analysed using content and statistical data analysis methods. Findings Empirical findings revealed that a PM system with relevant KPIs can be identified as a crucial requirement for FM services in hotel buildings in Sri Lanka to meet the customer needs successfully. Adequate and relevant KPIs are significantly vital for an effective PM system for FM services. Thus, ultimately, 68 most important KPIs have been captured amongst the generally identified KPIs, which can be used in developing a proper PM system to measure the performance of FM services in hotel buildings. Originality/value The previous studies have just focused on the PM in FM services in a general manner where a significant dearth in existing knowledge can be identified when it comes to exploring relevant KPIs for an effective PM system to be implemented in hotel buildings in Sri Lanka to measure the performance of FM services. Accordingly, the current study unveils the most important KPIs, which can be used in measuring the performance of FM services in hotel buildings. The study recommends the use of a proper PM system with identified KPIs by respective industry practitioners to enrich the performance of FM services in hotel buildings in Sri Lanka and thereby achieve the ultimate goals successfully.

Prospects and restraints of green roofs for high-rise buildings in Sri Lanka

2019 ◽  
Vol 10 (2) ◽  
pp. 246-260
Author(s):  
Subaskar Charles ◽  
Herath Vidyaratne ◽  
Damithri Gayashini Melagoda
Keyword(s):  
Sri Lanka ◽  
Questionnaire Survey ◽  
Energy Savings ◽  
Green Roof ◽  
Green Roofs ◽  
Sri Lankan ◽  
Expert Interviews ◽  
Content Type ◽  
High Rise ◽  
The Government

Purpose Green roofs are acknowledged as a method to substitute greenery washed out by the urbanization. They provide many ecological and sustainable benefits of greenery; reduce the adverse effects of high-rise building constructions. Though this concept is more popular across many countries over the past few decades, still, implementation of this technology in Sri Lanka is new and scant. Hence, the purpose of this paper is to identify and analyze the potential of green roofs in high-rise buildings in Sri Lanka. Design/methodology/approach The data collection was conducted through expert interviews and questionnaire survey. Expert interviews were carried out to validate the prospects and restraints identified through literature review to the Sri Lankan context and analyzed using content analysis. Questionnaire survey identified the most significant prospects and restraints using descriptive statistics and paired sample t-test. Purposive sampling was used to select participants. Findings Reduction of air pollution, aesthetical appearance, thermal benefits and energy savings, reduction of an urban heat island effect, the addition of points in the green rating system are the top most significant prospects that need to be highlighted in promoting green roof systems in Sri Lankan high rises. Less space allocation on rooftops, lack of technical competence and lack of awareness and research are restraints that need most effective elimination strategies to encourage green roof systems. Originality/value The first identified and quantified prospects and restraints for green roof system in Sri Lankan high-rise buildings can be utilized by the government, donors, multi-lateral agencies to promote the sustainable development in Sri Lanka and this knowledge could be used in different scale awareness programs. The value of this paper is such that the paper discusses the links of green roofs with the other facets of sustainability. The new legal reforms and amendments in Sri Lanka could potentially be pending with findings of this study.

Developing key performance indicators for hospital facilities management services: a developing country perspective

2020 ◽  
Vol 27 (9) ◽  
pp. 2715-2735 ◽  
Author(s):  
Daniel Amos ◽  
Cheong Peng Au-Yong ◽  
Zairul Nisham Musa
Keyword(s):  
Performance Measurement ◽  
Balanced Scorecard ◽  
Performance Indicators ◽  
Principal Component ◽  
Key Performance Indicators ◽  
Public Hospitals ◽  
Facilities Management ◽  
Content Type ◽  
Significant Difference ◽  
Level Of Importance

PurposeKey performance indicators (KPIs) help to monitor performance, thereby revealing the gap between planned and executed results relative to organizational objectives. The purpose of this paper is to develop KPIs for performance measurement of facilities management (FM) services in public hospitals.Design/methodology/approachFollowing a comprehensive literature review of KPIs in FM, a set of KPIs were first selected. This was then subjected to content validation by experts. Thereafter a questionnaire survey was conducted to identify participants perception on the level of importance of the proposed KPIs. The main analytical tool used was SPSS factor analysis/principal component extraction.FindingsAdapting an expanded balanced scorecard typology, the paper identifies 17 KPIs, which are useful for performance improvement of FM. The study also introduces new financial dimensions beyond the traditional cost and profit-centered metrics.Research limitations/implicationsThe study was limited to three FM services. Although the results of the Kruskal–Wallis test shows no significant difference in the level of importance on more than 80% of the indicators, larger sample is required in future studies to examine indicator preference for the respective services. An empirical study to test the proposed indicators to measure FM performance could also be a next step.Originality/valueThe paper presents the first step to develop performance indicators, which are of relevance to FM performance measurement and could be utilized to improve performance. The indicators are largely generic and can easily be adapted by other FM service sectors for performance measurement.

scholarly journals Provision of facilities management services in Sri Lankan commercial organisations

Facilities ◽  
2016 ◽  
Vol 34 (7/8) ◽  
pp. 394-412 ◽  
Author(s):  
B.A.K.S Perera ◽  
M.H.S. Ahamed ◽  
Raufdeen Rameezdeen ◽  
Nicholas Chileshe ◽  
M. Reza Hosseini
Keyword(s):  
Sri Lanka ◽  
Questionnaire Survey ◽  
The Body ◽  
Management Approach ◽  
Delivery Mode ◽  
Facilities Management ◽  
Sri Lankan ◽  
Structured Interviews ◽  
Content Type ◽  
Management Services

Purpose The purpose of this paper is to explore sourcing strategies for facilities management services using core-competency theory of outsourcing. The aim is to develop a screening framework for deciding the suitability of outsourcing versus in-house delivery for these services based on three levels of managerial functions prevalent in a typical commercial organization. Design/methodology/approach A questionnaire survey was administered for facilities managers in Sri Lanka to investigate the relative importance of these managerial functions for facilities management services and obtain their opinions on the best delivery mode. The managerial functions were derived from a literature review and verified using three semi-structured interviews prior to the questionnaire survey design. Findings The findings showed that facilities management services that are aligned to strategic functions are suitable for in-house delivery, while those that are aligned to tactical and operational functions for outsourcing. Research limitations/implications Further studies should be conducted and extended to other types of organizations beyond commercial ones. Secondly, the quantitative study employed a smaller sample (n = 40), and the survey items were based on the review of literature which was verified using a very small number of interviews (n = 3). Practical implications The proposed framework can be utilized when choosing the best facilities management approach for commercial organizations in developing countries such as Sri Lanka. Originality/value This study contributes to the body of knowledge on the subject of facilities management by exploring the context in Sri Lankan which has not previously been done.

Development of an integrated performance measurement framework for lean organizations

2018 ◽  
Vol 29 (1) ◽  
pp. 41-84 ◽  
Author(s):  
Narpat Ram Sangwa ◽  
Kuldip Singh Sangwan
Keyword(s):  
Performance Measurement ◽  
Performance Indicators ◽  
Manufacturing Process ◽  
Key Performance Indicators ◽  
Supplier Management ◽  
The Body ◽  
Customer Management ◽  
Content Type ◽  
Measurement Framework ◽  
Integrated Performance

Purpose The purpose of this paper is to propose an integrated performance measurement framework to measure the effect of lean implementation throughout all functions of an organization. Design/methodology/approach The paper identifies the seven categories representing all organizational functions. These categories have been divided into 26 performance dimensions and key performance indicators (KPIs) for each performance dimension have been identified to measure lean performance. The interrelationship of each category with lean principles and/or lean wastes has been identified. KPIs are developed on the basis of identified criteria, frequency analysis of existing literature, and discussion with industry professionals. Finally, an integrated performance measurement framework is proposed. Findings The proposed framework evaluates the organization under seven categories – manufacturing process, new product development (NPD), human resource management, finance, administration, customer management, and supplier management. In total, 26 dimensions and 119 key performance indicators have been identified under the seven categories. Research limitations/implications The proposed framework is a conceptual framework and it is to be tested by empirical and cross-sectional studies. Originality/value The main novelty of the research is that the leanness of the organization has been measured throughout the supply chain of the organization in an integrated way. The various areas of measurement are manufacturing process, NPD, finance, administration, customer management, and supplier management. Further, the proposed KPIs are also categorized as qualitative or quantitative, strategic or operational, social or technical, financial or non-financial, leading or lagging, static or dynamic. This paper contributes to the body of knowledge in performance measurement.

Measurements of workplace productivity in the office context: A systematic review and current industry insights

2021 ◽  
Author(s):  
B. Bortoluzzi ◽  
D. Carey ◽  
J.J. McArthur ◽  
C. Menassa
Keyword(s):  
Systematic Review ◽  
Performance Indicators ◽  
Knowledge Worker ◽  
Key Performance Indicators ◽  
Expert Interviews ◽  
Structured Interviews ◽  
Productivity Measurement ◽  
The Past ◽  
Workplace Productivity ◽  
Comprehensive Survey

Purpose – The aim of this paper is to present a comprehensive survey of workplace productivity key performance indicators used in the office context. Academic literature from the past ten years is systematically reviewed and contextualized through a series of expert interviews. Design/methodology/approach – The authors present a systematic review of literature to identify Key Performance Indicators (KPIs) and methods of workplace productivity measurement, complemented by insights semi-structured interviews to inform a framework for a benchmarking tool. 513 papers published since 2007 were considered, of which 98 full-length papers were reviewed, and 20 were found to provide significant insight and are summarized herein. Findings – Currently, no consensus exists on a single KPI suitable for measuring workplace productivity in an office environment, though qualitative questionnaires are more widely adopted than quantitative tools. The diversity of KPIs used in published studies indicates that a multidimensional approach would be most appropriate for knowledge-worker productivity measurement. Expert interviews further highlighted a shift from infrequent, detailed evaluation to frequent, simplified reporting across human resource functions and this context is important for future tool development. Originality/value – This paper provides a summary of significant work on workplace productivity measurement and KPI development over the past ten years. This follows up on the comprehensive review by B. Haynes (2007a), providing an updated perspective on research in this field with additional insights from expert interviews.

Adoption of integrated reporting in Sri Lanka: coverage and trend

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Thilini Cooray ◽  
Samanthi Senaratne ◽  
Nuwan Gunarathne ◽  
Roshan Herath ◽  
Dileepa Neelangi Samudrage
Keyword(s):  
Sri Lanka ◽  
Design Methodology ◽  
The Other ◽  
Sri Lankan ◽  
Legitimacy Theory ◽  
Integrated Reporting ◽  
Content Type ◽  
Disclosure Requirements ◽  
Comprehensive Index ◽  
Reporting Framework

Purpose This paper aims to examine the coverage of and trends in reporting content elements in the integrated reports of the Sri Lankan companies following the International Integrated Reporting Framework (IIRF). Design/methodology/approach Based on a comprehensive checklist developed on the content elements of the IIRF, 171 corporate integrated reports were content-analyzed over a period of three years. The results were theorized subsequently using the legitimacy theory. Findings The study identifies that the extent of and trend in the coverage of content elements of the IIRF have increased during the period under consideration despite some under-addressed areas. It indicates that Sri Lankan companies are making progress in the preparation of integrated reports in line with the IIRF, which provides evidence in support of both strategic and institutional perspectives of the legitimacy theory because of the proactive actions taken by managers to acquire legitimacy along with the other normative and mimetic pressures available in the IR landscape. Originality/value This is one of the first studies that evaluate the compliance of IR adopters with the IIRF overtime in the entirety of a single country. It also develops a comprehensive index to capture the disclosure requirements of IR and extends the analysis to a voluntary context using both strategic and institutional perspectives of the legitimacy theory.

The usefulness of IFRS-compliant reports: perceptions of Sri Lankan investors and lenders

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Saman Bandara ◽  
Michael Falta
Keyword(s):  
Sri Lanka ◽  
Financial Reporting ◽  
Reporting Quality ◽  
Perceived Usefulness ◽  
Survey Study ◽  
Annual Reports ◽  
Sri Lankan ◽  
Developing Economy ◽  
Content Type ◽  
Context Specific

PurposeThis paper aims to examine differential perceptions of lenders and investors on (1) the use, perceived usefulness, importance and adequacy of annual reports, (2) the importance of qualitative characteristics (QCs) and (3) the perceived impact of International Financial Reporting Standards (IFRS) on financial reporting quality (FRQ) in Sri Lanka.Design/methodology/approachA questionnaire survey study of practising professionals consisting of Sri Lankan investors (N = 214) and lenders (N = 235).FindingsIn relation to (1), lenders and investors rank three out of ten information sources ahead of the remaining seven: both include annual reports and personal knowledge. However, the highest average response for lenders is direct communication with clients, and for investors, it is stock market publications. Within annual reports, both decision-makers identify financial statements as the most useful part. Concerning (2), they both identified understandability as the most important QC followed by timeliness. Relevance ranked last, surprisingly. In relation to (3), both groups perceived that the new IFRS reporting environment improved the FRQ compared to the previous Sri Lanka Accounting Standards regime.Practical implicationsRanking understandability as the most important QC in terms of decision usefulness contradicts IASB's categorisation. The authors provide empirical data on the perceived degree of success of adopting IFRS in a developing economy.Originality/valueThe authors design a decision-oriented (lending vs investing) and context-specific (IASB's financial reporting framework) questionnaire to examine the perceptions of key capital providers separately on the issues mentioned above in “Purpose” within a developing economy. The survey fits into two aspects of the decision-useful theory: useful to make what decisions and useful to whom.

An analytic network process model for hospital facilities management performance evaluation

Facilities ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Joseph H.K. Lai ◽  
Huiying (Cynthia) Hou ◽  
David J. Edwards ◽  
P.L. Yuen
Keyword(s):  
Performance Evaluation ◽  
Performance Indicators ◽  
Process Model ◽  
Evaluation Model ◽  
Analytic Network Process ◽  
Facilities Management ◽  
Focus Group Study ◽  
Content Type ◽  
Network Process

Purpose This study aims to establish a rigorous model that can pragmatically evaluate the facilities management (FM) performance of hospitals. Design/methodology/approach Among the applicable performance indicators that were identified from extant literature, a focus group study shortlisted ten key performance indicators (KPIs) in four categories (safety, physical, financial and environmental) and verified their practicality. Using the analytic network process (ANP) method to process the focus group’s responses yielded importance weightings for the KPIs and developed the intended evaluation model. This model was then validated by a case study. Findings From the empirical data collected, two types of FM performance data and two scenarios of KPI scores were identified. To process these data and scores, a robust calculation method was devised and then proved useful in obtaining an overall score for holistic hospital FM performance. The case study confirmed the appropriateness and validity of the model developed. Research limitations/implications Through illustrating how the ANP method could be applied to develop an FM performance evaluation model, the study contributes knowledge to the multi-criteria decision-making domain. Despite the geographical limitation of the model established (i.e. centered around a group of hospitals investigated in Hong Kong), the study can serve as a reference for developing performance evaluation models for other buildings or infrastructures globally. Practical implications The model constitutes a practical tool for evaluating the FM performance of hospitals. Using this model on a regular basis will enable performance benchmarking and hence, continuous improvement of FM services. Originality/value The ANP model established is the first of its kind tailored for evaluation of hospital FM performance.

Key performance indicators for a sustainable recovery strategy in health-care supply chains: COVID-19 pandemic perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Towfique Rahman ◽  
Md. Abdul Moktadir ◽  
Sanjoy Kumar Paul
Keyword(s):  
Health Care ◽  
Supply Chains ◽  
Performance Indicators ◽  
Large Scale ◽  
Production Capacity ◽  
Key Performance Indicators ◽  
Recovery Strategy ◽  
Content Type ◽  
Global Pandemic ◽  
Sustainable Recovery

Purpose Supply chains’ (SCs’) sustainability practices and recovery strategies are attaining popularity in academia and industries to improve the resilience of the SCs and to manage large-scale disruptions. The global pandemic caused by the COVID-19 has raised the question of the sustainability of essential health-care products’ SCs of Bangladesh. It is an essential avenue for making the life of people safe and secure. Despite its importance, most of the health-care SCs in Bangladesh are struggling to meet the demand of its nation due to capacity shortage, technological backwardness of the manufacturers, delivery capacity shortages and less advanced forecasting capabilities. Therefore, this study aims to investigate the key performance indicators (KPIs) of a sustainable recovery strategy in the context of health-care SCs considering the COVID-19 pandemic. Design/methodology/approach This study used a dynamic method named graph theory and matrix approach to evaluate the most critical KPIs of a sustainable recovery strategy in the context of Bangladeshi health-care SCs. Findings The result revealed that dynamic forecasting and planning with a smooth delivery and distribution support system, production capacity diversification and having alternative or multiple suppliers during extraordinary disruptions may aid in the sustainability of the health-care SCs in Bangladesh. Originality/value This study is unique as no previous study has identified and examined the sustainable recovery strategy perspective KPIs considering the COVID-19 pandemic in the context of Bangladeshi health-care SCs. This study will also add value by guiding decision-makers of the health-care SCs of Bangladesh to adopt strategies toward the sustainability of SCs.

Significance of operational capabilities of suppliers on the front-end decision making in apparel product innovation in Sri Lanka

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Niromi Seram ◽  
Julian Nanayakkara ◽  
Gamini Lanarolle
Keyword(s):  
Decision Making ◽  
Sri Lanka ◽  
Product Innovation ◽  
Sri Lankan ◽  
Structured Interviews ◽  
Apparel Manufacturing ◽  
Content Type ◽  
Front End ◽  
Operational Capabilities ◽  
Apparel Product

Purpose The suppliers are recognized as important external sources who can significantly contribute by working together with the buyer during the innovation process. Operational capabilities of suppliers can be one of the considerable factors when selecting them to participate in the activities at the front-end of innovation. However, proper understanding of the influence of operational capabilities of suppliers on front-end decision-making in apparel product innovation is still very limited particularly in the context of the Sri Lankan apparel industry. Therefore, this study aims to explore the influence of operational capabilities of suppliers on the front-end decision making in apparel product innovation in Sri Lanka. Design/methodology/approach Both semi-structured interviews and a questionnaire survey were used as data collection techniques. Six senior managers for the interviews and 60 participants for the questionnaire were randomly selected. All those who participated in interviews and the questionnaire respondents have been involved in the front-end of innovation in different apparel manufacturing organizations in Sri Lanka. Findings The results indicated that the operational capabilities of suppliers had a direct positive influence on front-end decision-making, and the suppliers’ production flexibility was found to be the most influential. Further, the results highlighted that 27.3% of the front-end decisions associated with apparel product innovation in Sri Lanka were influenced by the factors governing operational capabilities of suppliers. Originality/value The findings of the research will be beneficial for both academia and industry. The findings will be useful to extend the current understanding and make a noteworthy contribution to this topic and to provide useful and practical guidance to material suppliers and supporting industries who work with Sri Lankan apparel manufacturing.

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