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Facilities Management KPIs April 23, 2008

Posted by Sezgin Kaya in KPIs.
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What are the KPIs for facilities operations? Although I have not got an off-the shelf answer (and really sceptical of universal KPIs that apply to all organisations), we can mention here about a process that can lead to defining your own KPIs… As a start, use these three simple steps:

Firstly, identify the key business objectives, which your FM organisation tries to achieve.

Secondly, relate these objectives to services or products you offer

Thirdly, create a measurement system and align performance measures with your Performance Management System.

Some examples of KPIs are:

  1. No loss of business due to failure of services
  2. Customer satisfaction
  3. Completion of project to customer satisfaction
  4. Provision of safe environment
  5. Effective utilisation of space
  6. Effectiveness of communication
  7. Reliability
  8. Professional approach of facilities staff
  9. Responsiveness to problems
  10. Competence of staff
  11. Management of maintenance
  12. Responsiveness to changes/requirements
  13. Value for money
  14. Satisfactory working conditions
  15. Provided equipment meets business needs
  16. Suitability of premises and functional environment
  17. Quality of end product
  18. Effectiveness of help desk service
  19. Achievement of completion deadlines
  20. Correction of faults
  21. Standards of cleaning
  22. Management Information
  23. Energy performance

A Global Bank’s Performance Indicators:

  1. Shareholder value
  2. Staff Retention
  3. Comfort
  4. Risk/Health and safety
  5. Speed
  6. Creativity
  7. Communication
  8. Image and PR

An Investment Bank’s Performance Indicators:

Headline KPIs:

  1. Integrity
  2. Teamwork
  3. Respect for the individual
  4. Client focus
  5. Responsible citizenship

Also some building related KPIs (I call them operational KPIs)  are commonly used in the contracts:

  • $/m2 , $/FTE, $/workstation etc.
  • availability of facilities
  • work orders v closed work orders
  • response / resolution times and job closure
  • customer satisfaction
  • recycling tons/ann etc.

Computerised systems such as Maximo can help to automise the performance measurement and reporting.

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