Identification, classification and shortlisting of performance indicators for hospital facilities management

Facilities ◽  
2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Joseph Lai ◽  
P.L. Yuen
Keyword(s):  
Focus Group ◽  
Performance Indicators ◽  
Design Methodology ◽  
Facilities Management ◽  
Review Of Literature ◽  
Input Process ◽  
Focus Group Study ◽  
Content Type ◽  
Services Delivery ◽  
Practical Implications

Purpose This paper aims to report on a study that aims to establish a list of systematically classified key performance indicators (KPIs) that are useful for hospital facilities management (FM). Design/methodology/approach A review of literature was conducted to identify indicators that are applicable to hospital FM. Each indicator was classified using a phase–hierarchy (P-H) model, which is a two-dimensional matrix comprising three phases (input, process and output) of facilities services delivery and three hierarchical FM levels (operational, tactical and strategic). The classified indicators were further shortlisted via a focus group study. Findings From the literature review, 61 indicators were identified as applicable to hospital FM. Most of the indicators, according to the P-H model, are for evaluating the FM input or output phase, at the strategic or tactical level. Further refinement and shortlisting of the indicators by the focus group experts resulted in 18 KPIs, which fall into 4 aspects: “physical”, “safety”, “environmental” and “financial”. Research limitations/implications The study illustrates that the P-H model is useful for classifying the performance indicators systematically along the two fundamental FM dimensions – phase and hierarchy. Further research may use this model to classify performance indicators in other contexts. Practical implications The method of this study can be adapted for use in identifying, classifying and shortlisting FM performance indicators for other types of buildings. The shortlisted KPIs can be used for assessing the FM performance of hospitals. Originality/value To the best of the authors’ knowledge, this study is the first of its kind that used the P-H model to classify hospital FM performance indicators.

Performance indicators for facilities operation and maintenance (Part 2)

Facilities ◽  
2018 ◽  
Vol 36 (9/10) ◽  
pp. 495-509 ◽  
Author(s):  
Joseph H.K. Lai ◽  
Chun Sing Man
Keyword(s):  
Performance Evaluation ◽  
Focus Group ◽  
Performance Indicators ◽  
Commercial Buildings ◽  
The Other ◽  
Facilities Management ◽  
Focus Group Study ◽  
Content Type ◽  
Services Delivery ◽  
Operation And Maintenance

PurposeThis paper (Part 2 of 2) aims to shortlist performance indicators which are used in evaluating facilities operation and maintenance (O&M) in commercial buildings.Design/methodology/approachA three-session focus group meeting, with the use of a customized questionnaire and audio recording, was convened to solicit opinions from O&M experts. Their quantitative responses (ratings on the importance of the indicators) and the qualitative ones (reasons for having the indicators selected or excluded) were taken for analysis, followed by mapping the shortlisted indicators based on the phase-hierarchy (P-H) model for facilities management (FM).FindingsFrom a total of 74 performance indicators (71 identified from the literature and three added by the focus group), 17 indicators were shortlisted, and time constraint was the most common reason for having those indicators excluded from the shortlist. Mapping the shortlisted indicators with the P-H model revealed that the performance evaluation focus of the experts was at the tactical level, on the output phase of facilities services delivery.Research implicationsThe shortlisted indicators serve as a keystone for establishing a performance evaluation scheme for engineering facilities in commercial buildings. Research on other areas may follow the approach of this study to shortlist key performance indicators (KPIs).Practical implicationsProfessionals of the other building types (e.g. residential, industrial and healthcare) or sectors with diverse FM organizations may conduct a similar study to identify indicators for performance evaluation purposes. In particular, the process of shortlisting the O&M KPIs may be used to shortlist KPIs for the other FM services.Originality/valueThe focus group study demonstrates how to rigorously select KPIs for use in managing facilities.

The “Halalification” of tourism

2017 ◽  
Vol 8 (4) ◽  
pp. 558-577 ◽  
Author(s):  
Faiza Khan ◽  
Michelle Callanan
Keyword(s):  
Design Methodology ◽  
Secondary Data ◽  
Market Segment ◽  
Analysis Method ◽  
Review Of Literature ◽  
Primary Research ◽  
Content Type ◽  
Starting Point ◽  
Practical Implications

Purpose The purpose of this paper is to address the confusing use of terminology associated with tourism undertaken by Muslims and to identify key concerns associated with this type of tourism. Design/methodology/approach This is an exploratory study and adopts a critical review of literature following the evolutionary concept analysis method. Content analysis of popular UK media, UK-based tour operators’ websites and tourism strategies of destinations popular with Muslim tourists were conducted to examine the use of terminology. Findings There is no clear difference between the various terms (halal, Muslim friendly, Islamic, etc.) used. Overall, academia uses the term Islamic tourism, while the industry and media use various terms. Among destinations, however, there is no clear and consistent use of terminology. A key concern of Islamic tourism is the role of certification in assuring travellers and the lack of standardisation of halal certification. Research limitations/implications The paper is based on literature review and secondary data analysis. It lacks primary research. Practical implications This study highlights the need for consistent use of terminology across industry. Another implication is the issue surrounding halal certification of food and the importance of trust in the seller/service provide. Another trend that industry providers need to consider is the growth of the Muslim millennial traveller and the needs of this market segment. Originality/value The paper highlights the importance of studying the Muslim tourist market and provides a starting point for further research. It highlights several issues such as the need to develop a typology of Muslim tourists. Of particular interest is the concern whether halal values in danger of being commodified in the absence of a universal agreed criterion for halal certification.

Gender-equal organizations as a prerequisite for workplace learning

2018 ◽  
Vol 25 (1) ◽  
pp. 10-18 ◽  
Author(s):  
Kristina Johansson ◽  
Lena Abrahamsson
Keyword(s):  
Learning Environment ◽  
Workplace Learning ◽  
Design Methodology ◽  
Work Organization ◽  
Gender Segregation ◽  
Learning Activities ◽  
Review Of Literature ◽  
Content Type ◽  
Basic Characteristics ◽  
Practical Implications

Purpose This paper aims to explore how gendering of the learning environment acts to shape the design and outcome of workplace learning. The primary intention is to reflect on the idea of gender-equal organizations as a prerequisite for workplace learning. Design/methodology/approach A review of literature relating to gender and workplace learning was conducted with the relation between gender-(un)equal organizations and the design and outcome of workplace learning as the focus of the analysis. This was followed by an analysis of the characteristics of an organization that promote both adoptive and developmental workplace learning. Findings The literature shows how the gendering of the learning environment acts to shape workplace learning, often by preventing development learning and limiting adoptive learning to already privileged groups. To facilitate development, workplace learning requires that organizations are guided by nuanced knowledge of work organization and strategically use workplace learning to challenge existing power relations; that they are not characterised by gender segregation; and that the presence and protection of gendered practices and identities do not dominate learning activities. Practical implications Stressing gender-equal organizations as a prerequisite for learning requires stakeholders to integrate a gender perspective in the design of workplace learning. Originality/value This paper contributes to the literature considering workplace learning by highlighting how gender-equal organizations constitutes a prerequisite for workplace learning and in defining a few basic characteristics of such organizations.

An exploration of how research can aid the development of facilities management

Facilities ◽  
2017 ◽  
Vol 35 (5/6) ◽  
pp. 356-366 ◽  
Author(s):  
Lucy Zarina Campbell
Keyword(s):  
Knowledge Base ◽  
Wide Spectrum ◽  
End Users ◽  
Facilities Management ◽  
Review Of Literature ◽  
Content Type ◽  
New Methods ◽  
Research Activities ◽  
The Uk ◽  
Practical Implications

Purpose This paper aims to explore traditional FM research and potential trends. Design/methodology/approach This was an exploratory review of literature. Findings The main thrust of the argument in this paper is that FM research develops a more communicable and proven understanding of how to apply a wide spectrum of externally developed methods in unique FM settings as well as developing new methods. Second, a more robust FM knowledge base can inform designers, engineers and architects given that FMs are experts of design in use. Research limitations/implications This research focused on the UK, Europe, America and Australia. It does not represent a comprehensive/systematic review of the research activities occurring in FM globally. Practical implications Research traditionally focuses on hard FM; in contrast, FM outcomes are heavily dependent on the way end users interact with and use organisational services and equipment. This suggests that there is a gap between practice and research, and that intuitive and in-depth FM knowledge about end users has yet to be captured and formalised through research. Social implications Development of FM research requires uptake of contemporary research trends towards partnered research, working across disciplines. Originality/value Achieving a more robust FM knowledge base would help capture the wealth of knowledge that FMs have about buildings in use; this could then be used by FMs and also by designers to improve their products and services in disciplines like engineering and architecture.

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.

Exploring linkages of performance with metacognition

2019 ◽  
Vol 38 (3) ◽  
pp. 195-207 ◽  
Author(s):  
Paul R. Lyons ◽  
Randall Paul Bandura
Keyword(s):  
Performance Measures ◽  
Performance Indicators ◽  
Design Methodology ◽  
Learning And Development ◽  
Content Type ◽  
Self Evaluation ◽  
Secondary Purpose ◽  
Core Self ◽  
And Training ◽  
Practical Implications

PurposeIn this exploratory, correlational study the authors set out to demonstrate the relationships as well as inter-correlations among direct and indirect performance measures, along with measures of knowledge of cognition, and evaluation of cognition. The information helps inform manager learning and development. The purpose of this paper is twofold: first, primary purpose, to identify linkages of performance with individual’s efforts to improve their learning processes via metacognition; and second, secondary purpose, primarily for the benefit of practitioners, is the provision of detailed information regarding performance measures and practical measures of metacognition.Design/methodology/approachThe study made use of correlation analysis among performance measures and measures of metacognitive effort. The design is not intended to support cause and effect relationships, nor demonstrate the technical, predictive value of measures.FindingsA majority of associations among indirect performance measures with one another and with nearly all of the measures of knowledge of cognition, and evaluation of cognition were positive and significant (mostly at the 0.01 level). Findings offer broad support for the linkage of self-efficacy (SE), and core self-evaluation (CSE) with performance.Practical implicationsRelationships identified in this study may help practitioners alter and improve their practices/methods of identifying individuals who possess attributes that are highly related to performance and learning. The new knowledge may influence decisions about recruitment, selection and training.Originality/valueLittle research has focused on relationships among indirect performance indicators such as SE, CSE and established measures of metacognition. The present study helps to identify important relationships.

Development of a model for maintenance performance measurement

2019 ◽  
Vol 26 (1) ◽  
pp. 69-86
Author(s):  
Sungtae Ku ◽  
Changeun Kim
Keyword(s):  
Performance Indicators ◽  
Design Methodology ◽  
Quantitative Measurement ◽  
Maintenance Management ◽  
Case Study Method ◽  
Content Type ◽  
Energy Company ◽  
Practical Implications ◽  
Maintenance Performance

Purpose The purpose of this paper is to develop a model that can measure the equipment maintenance performance of the energy company K-company. Design/methodology/approach The case study method was adopted for the investigation of maintenance performance indicators (MPIs). The development of a model for measuring maintenance performance suggested new ways to apply the methodologies of existing papers to evaluate the level of maintenance. Findings Maintenance indicators, which are managed differently for each plant, were assessed for their performance relevance, applicability and data reliability and then standardized into five key MPIs. The MPI model, which enables comprehensive and quantitative measurement of maintenance performance using the five selected MPIs, was presented, and the criteria for assessing the maintenance level were presented in five stages. Practical implications The authors selected MPIs that match the characteristics of the company and proposed a model that can comprehensively and quantitatively evaluate maintenance performance. The model also standardizes maintenance indicators that are individually managed and provides a basis for comparing and indexing the level of maintenance indicators at each plant. Originality/value The criterion for selecting the key MPIs considering the characteristics of the company and a model that can comprehensively and quantitatively evaluate maintenance performance were presented. In addition, a standard for evaluating the level of maintenance at the global level of maintenance management was suggested.

A qualitative investigation of benchmarking barriers in Nigeria

2016 ◽  
Vol 23 (7) ◽  
pp. 1677-1696 ◽  
Author(s):  
Yewande Adetoro Adewunmi ◽  
Hikmot Koleoso ◽  
Modupe Omirin
Keyword(s):  
Design Methodology ◽  
Best Practice ◽  
Computer Software ◽  
Facilities Management ◽  
Structured Interviews ◽  
Quality Of Data ◽  
Content Type ◽  
Port Harcourt ◽  
Practical Implications

Purpose The purpose of this paper is to examine benchmarking barriers among Nigerian facilities management (FM) practitioners. Design/methodology/approach Data collection were through semi-structured interviews with 34 FM heads from three selected cities in Nigeria. Out of this number, 16 were from Lagos, ten from Abuja while eight managers were from Port Harcourt, respectively. These managers were selected using purposive sampling based on their experience in the field of FM across the various sectors of the economy. The interviews were analysed with Nvivo 10 software qualitative computer software. Findings Those that do informal benchmarking face challenges with data, employees lack of confidence in new initiatives and poor support of senior management, the companies that use best practice benchmarking face constraints of access to information and employees unwillingness to change and comply to company set standards, unwillingness of benchmarking partners to understand the usefulness of the project, and problems that emanate from the quality of data obtained. Practical implications The results therefore suggest that to improve the practice of best practice benchmarking there is need to improve both quantity and quality of data for the exercise and enhance standard practice. Originality/value The study established a new category of benchmarking barriers called the market category of benchmarking barriers and further distinguished benchmarking barriers based on two forms of benchmarking which is informal and formal benchmarking. Also there are limited studies on benchmarking barriers in developing countries.

Fashion subscription retailing: an exploratory study of consumer perceptions

2018 ◽  
Vol 22 (4) ◽  
pp. 494-508 ◽  
Author(s):  
Qiong Tao ◽  
Yingjiao Xu
Keyword(s):  
Design Methodology ◽  
Innovation Adoption ◽  
Consumer Perceptions ◽  
Focus Group Study ◽  
Content Type ◽  
Study Approach ◽  
Social Shopping ◽  
Subscription Service ◽  
Practical Implications ◽  
Adoption Intention

Purpose Fashion subscription service is a newly emerged retailing model that provides an innovative way of shopping to meet consumers’ fashion needs. From the perspective of innovation adoption, the purpose of this paper is to provide an insight of consumers’ perceptions as well as adoption intention of this innovative retailing format. Design/methodology/approach This research is qualitative in nature, utilizing focus group study approach. In this paper, content analysis was applied to analyze the data. Findings While possessing varying degrees of knowledge about fashion subscription retailing, the participants shared the following perceptions of relative advantages, including convenience, personalization, consumer excitement, opportunities to try new styles, and opportunity to better manage their apparel budget. Concerns mainly focused on missing social shopping experiences and the hassle in the cancellation process. The overall adoption intention was high. Research limitations/implications Due to the nature of this research, the sample size was limited and results may not be generalized. This research paid less attention to individual differences, in terms of demographic and psychographic characteristics. Practical implications Future marketing could focus more on educating consumers about the attributes of the services they provide. Retailers can strategically leverage the positively perceived advantages in their marketing communications to enhance consumers’ adoption intention of their services. Originality/value The paper fills a gap in the literature on consumer behavior toward fashion subscription retailing and sheds light for companies in their endeavors to excel in this new retailing venue.

Momentum building for more women in senior appointments

2014 ◽  
Vol 46 (1) ◽  
pp. 1-6
Author(s):  
Brian J. Hurn
Keyword(s):  
Gender Equality ◽  
Work Experience ◽  
Design Methodology ◽  
Career Guidance ◽  
Review Of Literature ◽  
Content Type ◽  
The Past ◽  
Recruitment And Selection ◽  
A Company ◽  
Practical Implications

Purpose – The purpose of this paper is to review the encouraging progress and increased momentum in both business and Government for more women to be appointed to senior positions. It traces this momentum since the author's last article: “Are cracks now appearing in the boardroom glass ceiling?” in Industrial and Commercial Training, Vol. 45 No. 4, 2013. Design/methodology/approach – Critical review of recent initiatives by both government and business. Findings – The article highlights the positive momentum towards greater gender equality in the workplace. It emphasises the need for more career guidance beginning early in school for girls and to change the male-dominated culture found in many areas of business. Research limitations/implications – Review of literature and media articles in the past 12 months. Practical implications – The increased antipathy towards quotas and the need for greater career guidance in both schools and colleges, together with work experience placements for women. Recruitment and selection should be gender-free, based on ability and experience and carried out by selection panels of both sexes. Originality/value – Highlights and analyses the recent encouraging trends and increasing awareness of the value women bring to a company board.

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