Zugl.: Leipzig, Universiẗat, Diss., 2000.

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Thesis (Ph. D.)--Michigan State University. Dept. of Human Environment and Design, 2007. / Title from PDF t.p. (viewed on Apr. 16, 2009) Includes bibliographical references (p. 106-111). Also issued in print.

Sammanfattning Bakgrund och syfte: Företag i det privata näringslivet, som tillverkar högteknologiska produkter, möter en dynamisk marknad som styr hur kärnverksamheter med nödvändighet måste anpassa sig för att på ett konkurrenskraftigt vis möta efterfrågade varor och tjänster. För att kunna producera varor och utveckla en verksamhet krävs stödverksamheter som till exempel hanterar fastighetsbehov och facility management tjänster (FM-tjänster). Ett sätt att mäta kostnadseffektivitet i fastighetsbestånd och FM-tjänster kan vara mätbara key performance indicators (KPI). KPI är genom tidigare studier kända. Syftet med studien är att undersöka vilka KPI som är mest kostnadseffektiva. Metod: Studien har inhämtat data genom analys av fastighetsbeståndets delar ur ett ekonomiskt perspektiv. Koncernens fastighetbestånd på två olika orter (A & B) har komparativt studerats med målsättningen att hitta skillnader i prestanda och kostnadseffektivitet vid jämförelse av KPI mellan de båda orterna. KPI beräknades och av utvald data kunde analysen finna att det finns större potential i vissa KPI och de har därmed större inverkan på kostnadseffektiviteten. En modell skapades för beslutsprocessen vid förvärv, bibehållande och utveckling samt anskaffning av fastigheter och FM-tjänster. Resultat: Det finns kostnadsposter med hög potential för besparing men vilken post som är mest lönsam att göra besparing i skiftar mellan orterna. KPI måste inte skilja mellan orterna vilket kan betyda att de är kostnadseffektiva eller att de är lika kostnadsdrivande på båda orterna. Optimala värden för KPI saknas (normvärde). Konklusion: KPI kan prioriteras och har olika stor inverkan på kostnadseffektivitet i fastighetsbeståndet. KPI har en inbördes relation. Hur stark relationen är behöver undersökas genom framtida studier. / Background and purpose: Companies in the private sector, which manufactures high-tech products, face a dynamic market that controls how the core activities necessarily have to adapt to a competitive way to meet demand goods and services. In order to produce goods and develop a business requires support activities such as handling property needs and facility management services (FM) services. One way to measure the cost of the property portfolio and FM services can be measurable key performance indicators (KPI). KPI is through previous studies known. The purpose of the study is to investigate the KPI that is most cost effective. Method: The study has collected data through analysis of property portfolio share from an economic perspective. The Group's property portfolios in two different locations (A & B) have been comparatively studied with the aim to identify differences in performance and cost when comparing the KPI between the two places. KPI is calculated and the selected data analysis could find that there is more potential in some KPI with the opportunity to have a greater impact on cost. A model was created for decision-making on the acquisition, retention and development and acquisition of real estate and FM services. Results: There are cost items with high potential for savings but which entry is most profitable to make savings in shift between the resorts. KPI does not distinguish between the resorts which could mean that they are cost-effective or that they are as cost drivers in both locations. Optimal values for KPI are missing (standard value). Conclusion: KPI can be prioritized and have different effects on the cost of the property portfolio. KPI has a peer relationship. How strong the relationship is needs to be examined by future studies.

University of Technology, Sydney. Faculty of Design, Architecture and Building. / Note: Thesis restricted to on campus access. Facility Management (FM) is an emerging industry in Australia and in various nations throughout the world. The annual Australian national investment of the FM industry contributes approximately 4% to GDP and there are more than 404,000 people working in FM service industries. Some conjecture exists to whether or not FM is a discipline in its own right. However, a review of FM history reveals its existence embedded within various organisational operating environments, however, under differing labels. The creation of an acceptable global FM definition is yet to be achieved. The procuring and delivering of FM services is an activity that is predominantly managed from inside an organisation through direct employment (in-house), or by others outside the organisation (outsourcing). The latter has gained considerable popularity of late, yet it is argued that it remains an ill-defined term, resulting in its possible incorrect application to the FM function. Further, there has been some suggestion as to the existence of indiscriminate cycling through these two main forms of FM procurement and delivery methods by organisations that has attracted some debate. Limited research has been performed on the dynamics associated with the decision to manage FM in-house or to outsource the function. It is argued that on a medium to long-term basis there may exist an inadequacy in identifying and associating the drivers of value and costs, as they are perceived by organizations, for the two main procurement and delivery methods of FM. By researching organisational operating environments it was found that in-house and outsourced methods may have different cost and value drivers. Further, each method, under certain conditions, was found to produce a different set of percieved value and costs, seemingly independent from each other. Also, these operating environments seemed to change over time, influencing the percieved FM value and cost levels. This apparent link with organisational operating environments and perceived FM procurement and delivery value and cost suggests that neither method may be regarded as a permanent solution. Thus, under certain conditions, the dynamic alteration of outsourcing levels during these changes in organisational operating environments may capture this value for longer periods of time, whilst minimising the costs associated with FM procurement and delivery.

This research investigates the feasibility of web technology as a means of handling service requests for delivering high quality service in building operation and maintenance. This research proposes a web-based graphic service request (WGSR) system as a pragmatic solution to the limitations of current computerized maintenance management system (CMMS) processes. Service request process in CMMS was developed as text-based, so that it is hard for ordinary tenants to use. Therefore, when tenants have a problem in a facility, they prefer calling in service requests or going to the office instead of using the internet service request application. In practice, work orders and records are often misplaced - resulting in lower efficiency and customer satisfaction. This may be overcome by a system that states information digitally and provides a web-based Graphic Service Request (WGSR) interface. The interface allow customers to report environmental problems in the facility, trace their work order progress, view schedules for maintenance, and provide feedback for service online. The WGSR system is an end-user point-and-click graphical interface that allows residents to request service by selecting a problem fixture on a floor plan image. By using HTML image map tags and combination of location, part, and types of problem identification number, the resident's input produces a text-based problem report for Facility Management (FM) departments that allows them to service requests on the fly. To solve the complexity and inefficiency issues of CMMS, the user interface for the WGRS system consists of a perspective drawing or isometric drawing of each unit's plan. An empirical test of the system and post-task survey was conducted to determine the efficiency and usefulness of the system. The analysis of the results shows the system to be efficient and convenient in several fields, including comprehensibility, navigability, simplicity, clarity, compatibility, and graphic appeal. This result shows that residents prefer to use the WGSR system and could reduce the effort needed to make and receive service request phone calls and input information into a database. The labor and time for daily work could be saved to recognize problems correctly and set the right schedule so that this could be used for preventive work and project work.

This research investigates the feasibility of web technology as a means of handling service requests for delivering high quality service in building operation and maintenance. This research proposes a web-based graphic service request (WGSR) system as a pragmatic solution to the limitations of current computerized maintenance management system (CMMS) processes. Service request process in CMMS was developed as text-based, so that it is hard for ordinary tenants to use. Therefore, when tenants have a problem in a facility, they prefer calling in service requests or going to the office instead of using the internet service request application. In practice, work orders and records are often misplaced - resulting in lower efficiency and customer satisfaction. This may be overcome by a system that states information digitally and provides a web-based Graphic Service Request (WGSR) interface. The interface allow customers to report environmental problems in the facility, trace their work order progress, view schedules for maintenance, and provide feedback for service online. The WGSR system is an end-user point-and-click graphical interface that allows residents to request service by selecting a problem fixture on a floor plan image. By using HTML image map tags and combination of location, part, and types of problem identification number, the resident's input produces a text-based problem report for Facility Management (FM) departments that allows them to service requests on the fly. To solve the complexity and inefficiency issues of CMMS, the user interface for the WGRS system consists of a perspective drawing or isometric drawing of each unit's plan. An empirical test of the system and post-task survey was conducted to determine the efficiency and usefulness of the system. The analysis of the results shows the system to be efficient and convenient in several fields, including comprehensibility, navigability, simplicity, clarity, compatibility, and graphic appeal. This result shows that residents prefer to use the WGSR system and could reduce the effort needed to make and receive service request phone calls and input information into a database. The labor and time for daily work could be saved to recognize problems correctly and set the right schedule so that this could be used for preventive work and project work.

Thesis (M. of Arch.)--College of Architecture, Georgia Institute of Technology, 2004. Directed by Clifford H. Stern. / Includes bibliographical references (leaves 53-55).

Facilities management (FM) is a fast emerging industry and a field that deserves a far greater degree of academic inquiry. The common practice of FM service outsourcing and the lack of a theoretical unpinning create a gap in the field of FM. This study is initiated by the phenomena in FM service outsourcing: the frequent change in service providers appears to be common in FM service outsourcing. This urges a study on the outsourcing relationship in the field of FM. The issues that influence FM service outsourcing relationships vary according to different economic climates, organizational resources, FM service characteristics, etc. This study aims to investigate FM service outsourcing relationships from human interaction perspective as humans are regarded to be an important element in FM service outsourcing relationships. From a human interaction perspective, this study sheds lights on the relationship factors and their manifestation. Previous studies on outsourcing have developed a series of relationship factors that influence outsourcing relationships. However, the significance of these relationship factors varies according to different types of outsourcing relationships. In addition, the manifestation of relationship factors is not sufficiently elaborated in those studies. According to social exchange theory, relationship factors are defined as norms that reflect the influential attributes of a relationship or characteristics of the outsourcing process. Therefore, it is postulated that trust, openness, flexibility, coordination, cooperation and integration are influential relationship factors that affect FM service outsourcing relationships with support of social exchange theory. To test the hypothesis, empirical studies had been carried out within the Hong Kong Facilities Management Industry. Qualitative research approach was adopted in the empirical studies – in-depth interviews and case studies were conducted. Findings reveal that trust, openness, flexibility, coordination, cooperation and integration are significantly reflected in the interviews with FM managers. The manifestation of relationship factors is correlated with each other. It is found that trust, openness and flexibility manifest themselves through the process of coordination, cooperation and integration. The empirical results of this study have highlighted significant issues for FM service outsourcing and provided profound implications for FM managers in managing FM service outsourcing relationships. / published_or_final_version / Real Estate and Construction / Doctoral / Doctor of Philosophy

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