The construction industry's traditional resistance to incorporate change has prevented benefits from technological advancements to accrue. One area in which technology shows potential to benefit the industry is in addressing the existing communication gaps between the designer, builder, and owner. This gap is more evident in the operation and maintenance of a building. At project completion, an owner also receives information of the building. This information is comprised of as-built drawings, operation and maintenance manuals, warranties, and other documents. However, there is additional and valuable information for the owner generated throughout the design and construction process that goes unrecorded or is not passed unto the owner at project completion. The Building Information Model (BIM) is a digital collection of well coordinated information about the design and construction of a building in the form of an integrated database, where information is generated as the digital model is produced. The intent of the research is to explore how the BIM could be used to provide continuity in the flow of information in a coordinated and comprehensive manner from the design and construction of the building to its occupation and operation by the owner. Through literature review, a case study, and interviews with facilities management personnel of four Worcester area universities, it was found that use of the BIM is perceived of modest value because of their current preference for paper submittals, resistance to learning new software, and accessibility by people of all levels in the organization. The Internet is considered to be a tool that could greatly contribute to overcome the resistance of using information generated and coordinated through BIM. Therefore, a prototype website was developed using information about the design and construction of the recently completed WPI Bartlett Center. This information was partially generated by BIM and it also contains digitized information about other aspects of the building. The website contains a BIM-generated 3D model and samples of the operation and maintenance manuals, warranties, and submittals. The implementation of a website was found to be promising because of increased access to information, high usability, and variety of content.

O Gerenciamento de Facilidades é considerado por muitos autores como um campo interdisciplinar dedicado a garantir a funcionalidade do ambiente construído através da integração de pessoas, lugar, processos e tecnologia. Para desenvolver um modelo arquitetônico que possa ser usado para lidar com a Gerência Facilidades (GF), é primeiramente necessário estabelecer o papel que ele deve ter nos negócios, como deve executar esses papéis e então verificar se ele atinge esses requisitos. Um ponto crítico no desenvolvimento de um modelo para gerenciar facilidades é a falta de uma arquitetura corporativa; devido a que os sistemas prediais e outros sistemas referentes à infraestrutura foram concebidos sem uma visão de GF; por outro lado, estes sistemas normalmente são compostos por diversas tecnologias heterogêneas às quais para funcionar corretamente, devem satisfazer exigências como desempenho, confiabilidade, portabilidade, escalabilidade e interoperatividade, entre outras. Este trabalho de dissertação propõe utilizar uma arquitetura de objetos distribuídos para otimizar o processo de GF, aplicado em um caso real, especificamente em uma indústria de eletroeletrônicos do Pólo Industrial de Manaus. O objetivo de utilizar a referida arquitetura é para reduzir a sua complexidade através da abstração e separação de requisitos de projeto e, ao mesmo tempo, direcionar os passos que serão tomados pelas tarefas envolvidas. O método proposto para atingir tal objetivo é a identificação do processo de GF, a especificação, onde a informação obtida será classificada em forma de visões utilizando o RM-ODP, e a modelagem, onde se analisa as complexidades, como relacionamentos, dependências e limitações do processo de negócios, objetivando elaborar uma arquitetura que será implementada nos domínios de aplicação do processo de GF. / The Facilities Management is considered by many authors as an interdisciplinary field devoted to ensure the functionality of the built environment by integrating people, place, process and technology. To develop an architectural model that can be used to deal with management facilities, it is first necessary to establish the role that it must have in business, how to perform these roles and then see if it achieves these requirements. A critical point in developing a model for managing facilities is the lack of an enterprise architecture, due to the building systems and other systems related to infrastructure were designed without a vision of FM on the other hand, these systems usually consist of several heterogeneous technologies in which to function properly must meet requirements such as performance, reliability, portability, scalability and interoperability, among others. This dissertation work proposes to use distributed object architecture to optimize the process of Facilities Management, applied in a real case, especially in a consumer electronics industry of the Industrial Pole of Manaus. The purpose of using this architecture is to reduce complexity through abstraction and separation of design requirements, while directing the steps to be taken by the tasks involved. The proposed method for achieving this goal is the identification of the FM process, specifying where the information obtained will be sorted in order of views using the RM-ODP, and modeling which analyzes the complexities, such as relationships, dependencies and constraints in the process of business, aiming to develop an architecture that will be implemented in the areas of application of the FM process.

The combination of increased training tempo due to military base closures and the reduction in military budgets have placed a severe burden on the infrastructure at many military installations and emphasized the need for an integrated facility management support system. This research involved linking existing facility, environmental, and operational data within an off the shelf portable geographic information system (GIS) to produce an integrated facility management support system. Presently, no known military installations have an integrated facility management support system linking these systems together within a GIS. An unconstrained theoretical model was first developed using a flowchart logic network to design the system. A detailed application model was then developed using Field Notes as an application model portable GIS package, and Camp Rilea, Oregon, as the application model military installation. The application model was then tested on the military installation at Camp Rilea, to validate the theoretical concept behind the system. The testing conducted on the integrated facility management support system demonstrated the potential for improving the efficiency of facility management operations, and assisting in the prevention of carrying capacity threshold violations on military installations. The results of this research allow for possible implementation of an integrated facility management support system at Camp Rilea and other military installations in the State of Oregon, and the U.S. Army at large. / Graduation date: 1998

The topic of this thesis is the new requirements that will be put upon the facilities management when the elderly are living longer in their own homes, in spite of illness, impairment and old age. For many reasons, especially demographic ones, this issue has come to the fore and since it has substantial political impact and considerably affects our living conditions, it will most certainly appear on the agenda of most Swedish housing companies in the near future. The growing number of inhabitants in need of care and rehabilitation is a current subject in many countries of the industrial world. More medical conditions can be treated, but often at an ever increasing cost. Care and housing are often interlinked and more interest is being paid to the possibility of offering care to elderly in their own homes. This development must lead to a discussion of the home as a hospital ward from time to time, and the demands it places on facilities management and security. So far the prospects of telecare services and "Smart homes" has been very little discussed in parallel, although in many aspects they share the same technological base. The principal interest of the housing companies is to find a role in accordance with their mainstream business, and at the same time co-operate with other municipal actors directly in charge of offering assistance and service. There has been only limited study and research into the complex interaction between technology, home-based social service and the housing company. The purpose here is to develop an understanding of the requirements placed on both the housing company and the CP when a tenant is to be subjected to minor and more extensive care at home, or suffers from an illness or an impairment which requires special equipment or technical adjustment in the home. A model to interpret this situation has been developed in this thesis. / QC 20100806

Abstract Facilities management (FM) has been identified as a significant contributor to the overall economy of Australia. Its focus is not only the maintenance of property but also the operation of business. Measuring and improving performance in the FM of buildings is becoming important for organisations to create stakeholder satisfaction. Among various FM performance indicators and measurement approaches, choosing the right ones is always difficult. Besides, FM lacks a commonly-agreed or generally-accepted definition of what it entails and a theory of what it does. Its unclear scope and activities are a clear gap in the current state of knowledge. The recognition of the interrelatedness of these aspects is important and leads to the research question for the current project, namely: How can performance be measured and improved in the FM of buildings to satisfy different stakeholders? The project’s aim is to answer this research question by broadening the traditional scope of FM to acknowledge the situation of various relevant stakeholders (people); by offering a new demand-side approach (process) to measure performance; and demonstrating ways to use that means to improve the FM of the built environment (space). Acknowledging the importance of independent research skills and the ability to relate a specific topic to a broad framework of knowledge, this project contributes specific knowledge about the FM industry. A new approach (a virtuous cycle of integrated FM) is developed not only to link the input of facilities and services with the output of business operations, but also to allow multiple stakeholders to participate in decision-making. As demonstrated by the theoretical outcomes, customers are central among other stakeholders to business operations and they have patently different views and management outlooks on FM from the supply-side parties, namely, owners, managers and some tenants. Thus, a balanced approach for all stakeholders in an organisation is required to minimise the effect of asymmetric, imperfect and incomplete information. In addition to “best practice” reckoning which has been widely applied in organisations for years, this research recommends a “best match” approach. The answer to the research question emerges in the form of a performance flowchart with a list of operational tasks, which act as guidelines to acknowledge the situation of various relevant stakeholders, measure performance, and demonstrate ways to improve the FM of the built environment. Importantly, the research is not only directed at grounded theory-building; it acts as a pioneering pilot study to stimulate discussion among professionals and specialists, contribute to the current FM field and provide a basis for future research.

The past twenty years have seen a paradigm shift in the management of government owned and leased office accommodation. This research project examines the economic changes that led to a market based approach to the provision of public services and the introduction of competitive tendering to most non-core public sector services. While government reforms focused on a market based approach, the underlying democratic principles that the delivery of public services should be transparent, accountable, efficient and effective, while acting in the best interest of the community, remain as a measure of their success. The enabling services that support the delivery of government initiatives have become one of the primary areas of reform. This reform is clearly illustrated in the changes that have occurred in the delivery of commercial office space by State, Territory and Federal Governments to accommodate their departments of state. This changing nature of property provision leads to the formulation of the research question, namely to determine whether there can exist a theoretical best practice model for the delivery of commercial office accommodation to government, which meets the objectives of efficiency and effectiveness while maintaining transparency and accountability. The theoretical model should then, through empirical data collection, be evaluated against current State, Territory and Federal Government procurement and management practices to determine to what extent the Australian public sector is achieving best practice. The project develops such a model of procurement based on an exhaustive literature review of both public and private sector best practice from around the world. The model is then developed to extract five key issues, which indicate the extent to which each State and Territory Government is approaching the suggested best practice. The issues are analysed in terms of a series of questions and measures of performance and are addressed through a qualitative case study of each State and Territory. Data in respect of each jurisdiction are gathered from a variety of sources, including archive materials, survey questionnaires and a series of structured interviews. The result is an evaluation of each government body, its past and current strategic management systems and a measure of its performance against the best practice model. Considerable work has been undertaken by each government jurisdiction in an attempt to provide quality workplaces at lowest cost to the public. Also apparent is a wide divergence in practice from fully contracted to the largely internal provision and management of services. The authorities investigated exhibit the full spectrum of procurement opportunities from freehold ownership to leasing strategies and private public partnerships in the decision processes which inform procurement decisions. In applying a best practice model to evaluate each government jurisdiction the extent of active strategic management is assessed. The results indicate that positive progress has been made and that most of the case studies show not only an understanding of the need to further develop strategic property plans, but also reveal the limited extent to which most jurisdictions have been able successfully to apply these best practice principles. They highlight the need for a strong Intelligent Client role to link the property procurement skills with whole-of-government policy, to inform government on property procurement options and to integrate departmental strategic planning into a holistic asset strategy. The findings also point out areas where strategies have been revised and provide insight into the probable future for public sector asset management in Australia. The thesis is thus put as follows: a theoretical best practice model can be developed to answer the research question in terms of efficient and effective delivery of commercial office accommodation to the public sector. It can further be applied to evaluate the seven administrations at State, Territory and Federal Government level and show a diversity of approaches and development toward procurement and property management practices. There remains a substantial gap between the best practice model and the procurement behaviour of most governments, with few exhibiting more than a basic level of strategic asset and portfolio planning. Queensland and New South Wales, while adopting differing procurement methodologies have developed furthest in strategically managing their assets and are currently leading in their ability to deliver whole-of-government strategies to ensure the efficient and effective use of public funds in the provision of the office workplace of the future.

abstract: Commodity contracts are often awarded on the basis of price. A price-based methodology for making such awards fails to consider the suppliers' ability to minimize the risk of non-performance in terms of cost, schedule, or customer satisfaction. Literature suggests that nearly all risk in the delivery of commodities is in the interfacing of nodes within a supply chain. Therefore, commodity suppliers should be selected on the basis of their past performance, ability to identify and minimize risk, and capacity to preplan the delivery of services. Organizations that select commodity suppliers primarily on the basis of price may experience customer dissatisfaction, delayed services, low product quality, or some combination thereof. One area that is often considered a "commodity" is the delivery of furniture services. Arizona State University, on behalf of the Arizona Tri-University Furniture Consortium, approached the researcher and identified concerns with their current furnishing services contract. These concerns included misaligned customer expectations, minimal furniture supplier upfront involvement on large capital construction projects, and manufacturer design expertise was not being utilized during project preplanning. The Universities implemented a best value selection process and risk management structure. The system has resulted in a 9.3 / 10 customer satisfaction rating (24 percent increase over the previous system), for over 1,100 furniture projects totaling $19.3M. / Dissertation/Thesis / M.S. Construction 2012

abstract: ABSTRACT As the execution of facilities management becomes ever more sophisticated, specialized skill in managing specific types of buildings has become necessary. The sector of maintaining historic structures and sites readily falls into this type of specialized classification. This paper is a case study review of the unique “best practices” at the Nauvoo Historic Site located in Nauvoo, Illinois. It outlines a facilities management model of common core practices that was developed by the author following an assessment of various similar historic preservation campuses and their responsibilities to accurately display historic culture while observing modern-day facilities management techniques. Although these best practices are of great value in Nauvoo, they are proposed to be valuable to other sites as well because of their effectiveness. As a part of the description of best practices, an overview of the unique history of Nauvoo that generated the modern-day interest in the site will be reviewed. Additionally, the Nauvoo Facilities Management (NFM) organization will be detailed and will focus on the unique challenges associated with historic restored and reconstructed structures. Finally, the paper will also examine the use of specific facilities management techniques, management of large-scale visitor events, livestock supervision, workforce dynamics, finance and capital improvements, managing NFM within the corporate structure of a worldwide religious organization, and the part that NFM plays in community relations. / Dissertation/Thesis / Masters Thesis Built Environment 2017

abstract: The purpose of this paper is to present a case study on the application of the Lean Six Sigma (LSS) quality improvement methodology and tools to study the analysis and improvement of facilities management (FM) services at a healthcare organization. Research literature was reviewed concerning whether or not LSS has been applied in healthcare-based FM, but no such studies have been published. This paper aims to address the lack of an applicable methodology for LSS intervention within the context of healthcare-based FM. The Define, Measure, Analyze, Improve, and Control (DMAIC) framework was followed to test the hypothesis that LSS can improve the service provided by an FM department responsible for the maintenance and repair of furniture and finishes at a large healthcare organization in the southwest United States of America. Quality improvement curricula and resources offered by the case study organization equipped the FM department to apply LSS over the course of a five-month period. Qualitative data were gathered from pre- and post-intervention surveys while quantitative data were gathered with the Organization’s computerized maintenance management system (CMMS) software. Overall, LSS application proved to be useful for the intended purpose. The author proposes that application of LSS by other FM departments to improve their services could also be successful, which is noteworthy and deserving of continued research. / Dissertation/Thesis / Masters Thesis Construction 2017

Submitted by Fabio Sobreira Campos da Costa (fabio.sobreira@ufpe.br) on 2017-04-18T14:45:19Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DISSERTAÇÃO DE MESTRADO PROFISSIONAL EM ADMINISTRAÇÃO (2016-JULHO-05) - ANA MARIA DA SILVA BARBOSA.pdf: 3498814 bytes, checksum: 6189d1a2ae56e34aef7ef813f833288c (MD5) / Made available in DSpace on 2017-04-18T14:45:19Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DISSERTAÇÃO DE MESTRADO PROFISSIONAL EM ADMINISTRAÇÃO (2016-JULHO-05) - ANA MARIA DA SILVA BARBOSA.pdf: 3498814 bytes, checksum: 6189d1a2ae56e34aef7ef813f833288c (MD5) Previous issue date: 2016-07-05 / A presente dissertação teve como objetivo compreender com os procedimentos dos serviços de manutenção preventiva, executados por terceirizadas nas edificações da Universidade Federal de Pernambuco se adéquam à realidade da Instituição. Os objetivos específicos foram mapear as edificações beneficiadas com o serviço de manutenção preventiva, analisar o processo da contratação desse objeto, avaliar o contrato firmado e a atuação dos sujeitos da pesquisa, e examinar as práticas e rotinas adotadas pela UFPE na realização desse serviço. O referencial teórico do trabalho está fundamentado em autores das áreas de Administração, Contratação Pública, Gestão de Facilidades e Manutenção de Imóveis que versam sobre gestão de serviços operacionais terceirizados. Foi realizado um estudo de caso na Universidade Federal de Pernambuco especificamente no âmbito de manutenção predial para verificação desses serviços no Campus Joaquim Amazonas em Recife – PE. Os instrumentos de coleta de dados foram documentos, observação e aplicação de questionários com questões abertas. Foram realizadas observações nas instalações físicas de cinco centros acadêmicos e em um órgão suplementar. Os questionários foram aplicados aos Administradores de Edifícios, aos Técnicos em Edificações, ao gestor de contrato, aos fiscais de contrato e ao Representante de Empresa prestadora de serviço de manutenção predial, cujas respostas foram agrupadas nas categorias: avaliativas, conceituais, procedimentais e sugestivas. Tendo as respostas, sido registradas em planilha do Excel para melhor funcionalidade no processo da análise. Na análise os procedimentos foram a análise documental do contrato de prestação do serviço de manutenção predial no campus Recife, o inventário dos bens móveis, o relatório extraído do SIAFI constando a importância investida pela UFPE nesse tipo de serviço no ano de 2015 entre outros documentos, bem como a análise de conteúdo (BARDIN, 2009), que leva em conta o entendimento do que está por trás das palavras sobre as quais reflete. Os resultados, a inferência e a interpretação foram realizados com base nas autoridades teóricas que deram suporte ao estudo de caso. Os resultados viabilizaram a identificação de fragilidades na gestão do serviço de manutenção ao revelar insuficiência de manutenção preventiva e dos insumos necessários à realização do serviço, poucos tratos das instalações físicas dos seis imóveis escolhidos para a pesquisa, evidenciando uma inadequação entre o objeto contratado e o serviço realizado. / This work aimed at understanding the procedures of preventive maintenance services performed by subcontractors in buildings of the Federal University of Pernambuco fit the reality of the institution. The specific objectives were to map the buildings benefit from the preventive maintenance service, evaluate the building maintenance contract signed and the performance of the research subjects, analyze the process of hiring building maintenance and examine the practices and building maintenance routines. The theoretical framework is based on authors of Administration areas, Procurement, Facilities Management and Property Maintenance that deal with outsourced operational services management. We conducted a case study at the Federal University of Pernambuco, in the context of building maintenance for verification of these services on campus Joaquim Amazonas in Recife - PE .The data collection instruments were documents, observation and questionnaires with open questions. Another element was the observations in the physical facilities of five academic centers and an additional institute. Questionnaires were applied to buildings of Directors, the technicians Building, the contract manager, the contract Tax and Company representative the service provider, the answers were grouped into categories: evaluative, conceptual, procedural and suggestive, all recorded in excel sheet for better functionality in the process of analysis. The analysis procedures were documental analysis of the provision of this service agreement, the inventory of real estate, the extracted SIAFI report consisting the invested resource UFPE in building maintenance in 2015, among other documents, as well as the study of analysis content (Bardin , 2009) , which takes into account the understanding of what is behind the words on which it reflects. The results, inference and interpretation were carried out on the basis of theoretical authorities that supported the case study. The results showed weaknesses in the management of the maintenance service to prove insufficient preventive maintenance and supplies needed to complete the service, physical facilities poorly conserved of the six properties chosen for the research, showing a mismatch between the contracted object and service performed. The researcher concluded from these results to compare the responses of the questionnaires with the information in the analyzed documents and maintenance signlessness observed in the real estate selected for the research.