THE INTERNATIONAL JOURNAL OF PRODUCTIVITY AND PERFORMANCE MANAGEMENT
Abstract
Purpose – This study sets out to introduce an innovative performance measurement system (PMS)
for business process outsourcing in facility management (FM) industry and analyse, comprehend and
explain the main criticalities in the relationship among the actors involved in an outsourcing non core
services contract, which is typical of the FM business sector. The aim of the tool is to improve
performances and enhance their integration towards a partnership.
Design/methodology/approach – A case study research has been carried out on a medical service
authority and on its FM service provider in order to investigate, understand and explain the main
criticalities in their relationships. Starting from a literature analysis on empirical applications of PMS,
an adaptation of a balanced scorecard (BSC) has been realized to exceed the criticalities of the case
study and to propose a PMS for facility management.
Findings – As highlighted in the case study, the need for an improved actors’ partnership has been
fulfilled through an innovative approach, i.e. a performance measurement system which shares some
indicators among FM service provider and customer.
Research limitations/implications – The limitation of this research lies in the fact that PMS has
been designed from a single case study. Despite this fact, the PMS can be easily adapted for wide
applications inside the FM business sector.
Practical implications – The PMS allows a better integration and coordination of the actors
involved in an outsourcing services contract. It could be implemented in FM software tools.
Originality/value – The proposed performance measurement system is an innovative integration
between the balanced scorecard and service balanced scorecard (SBC) for the facility management
service industry. Furthermore, it shares some indicators which solve the main criticalities in the
relationships among the actors involved in an outsourcing services contract and enhance partnership
